Business Profile

Auto Rentals and Leasing

Orlando Rentco LLC

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Complaints

This profile includes complaints for Orlando Rentco LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

162 total complaints in the last 3 years.
89 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/04/2025
Type:Customer Service Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They scammed me by telling me insurance was required. The original bill went from $100 to $425. Their we site shows clearly they dont require it, and the pdf receipt shows that I paid for an optional addition.
Initial Complaint
Date:05/29/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with the roadside assistance service promised to me during my recent rental agreement with your company. Below are the details of the incident and the issues I encountered:Date of Transaction: ***** May 2025 Amount Paid: $421.40 for the rental, plus $579.24 to tow the vehicle back to your rental location.Nature of the Dispute: The contract I signed clearly stated that I was entitled to roadside assistance. However, when the vehicle experienced an engine malfunction and became inoperable, I contacted your roadside assistance service and was informed that I was not covered under the plan mentioned in my contract. I was further advised that towing the vehicle would be at my **************** Response: No resolution was offered by your representatives. When I attempted to escalate the issue to a supervisor or speak with someone at the office location, my requests were denied.I am disappointed that I had to incur out-of-pocket expenses for a service that was supposed to be included in my agreement. Furthermore, the lack of accountability and refusal to address my concerns has exacerbated the situation.I request the following resolution:A full reimbursement of $579.24 for the towing expense I incurred due to the misleading roadside assistance coverage.A review of your internal processes to ensure that customers are provided with the services they are contractually entitled to.Failure to resolve this issue may leave me with no choice but to escalate my complaint to relevant consumer protection agencies or consider further legal action.
Business Response
Date: 06/02/2025
We appreciate the opportunity to respond to the customers concerns and fully understand her frustration regarding the towing situation and the roadside assistance charge
Upon reviewing her rental agreement, the customer signed a contract that included a standard roadside assistance package for $1.99 per day. This coverage includes specific services such as battery jumpstarts, tire changes, out-of-gas service (up to 5 gallons), and assistance with locked,stolen, broken, or lost keys. However, it does not include towing services.
When the customer contacted our customer service line to request a tow, our agent informed her that towing was not covered under the roadside assistance plan selected. She was advised that any towing would need to be arranged and paid for independently, through her personal insurance.
While we are unable to issue a refund for the tow as this service was not covered under her roadside assistance plan and it is the customers responsibility, we will be issuing a full refund for the $1.99 roadside assistance charge. This is being done as a goodwill gesture to help clarify any misunderstanding. We appreciate the opportunity to address this concern and remain committed to providing clear information and quality service to all our customers.
Customer Answer
Date: 06/12/2025
I havent received any type of notification from BBB or from the rental company.
I was charged $16.32 on 2 June and I cant find out why, because I cant speak to an actual person.
Customer Answer
Date: 06/12/2025
I havent received any type of notification from BBB or from the rental company.
I was charged $16.32 on 2 June and I cant find out why, because I cant speak to an actual person.
Customer Answer
Date: 06/12/2025
I havent received any type of notification from BBB or from the rental company.
I was charged $16.32 on 2 June and I cant find out why, because I cant speak to an actual person.
Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have uploaded a personal statement in the upload section explaining in details of my complaint.
Business Response
Date: 05/22/2025
hello, this complaint is for our affiliated company please direct to this email address
*************************************
Customer Answer
Date: 05/22/2025

Complaint: 23350927

I am rejecting this response because:
This response does not surprise me. It seems to me that you are passing the buck. Why am I contacting another office when you are the headquarters of this corporation?

Sincerely,

***** ********
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 5th, 2025 we rented a car from Advantage through *************. We were given a total cost of $332.81 for a car rental April 11th-April 20th. The confirmation # was APRL0966F4. We picked up the car on April 11th and at the pick up counter was told a $500 hold was being charged to the bill and would come off upon return as long as there was no damages to the vehicle. On April 11th our credit card was charged $873.72 which represented $540.91 over the original quoted amount which appears to be reasonable with the additional $500 hold. The car was returned April 20th with no damage. We have yet to be refunded the $500. I have called twice to inquiry why. The first call the Advantage representative said she could be in her records the funds were to be released in 7-21 business days. The second time I called the representative also claimed we needed to wait for 21 business days, but then also said that we would not see a credit which was extremely confusing. It has since been 21 business days and I believe there is no intent to return the hold money. These are shady business practices at best and this borders on outright theft.
Business Response
Date: 05/21/2025
The total for the customers ********************** was $873.72, which includes the daily rental rate and any optional services added at the time of pickup.
In addition to the rental charges, a $500 security hold was placed on the customer's card at the start of the **********************. This is a standard pre-authorization and not an actual charge. The hold has already been released, as the vehicle was returned and the 21 business day processing period has passed.
Please note, the customer will not see the deposit as a refund, because it was never processed as a charge. Instead, the hold simply falls off from the customers bank transactions automatically, depending on the banks processing time.
Customer Answer
Date: 05/21/2025

Complaint: 23348902

I am rejecting this response because: I am attaching my original invoice, we did not chose any additional options, and we filled the gas tank before returning. I would like to be refunded to that amount that was originally invoice.

Sincerely,

****** *********
Business Response
Date: 05/29/2025
The customer chose and signed for the following optional items during the rental process Additional Driver, Collision Damage Waiver and Daily Toll Option
At the time of rental, customers are presented with a signature pad, where they are required to initial and sign to confirm acceptance of the rental terms, including any optional services selected.
Additionally, when the customer inputs their credit or debit card information at the counter, they are authorizing the total rental cost, which includes any optional services they agreed to. This process ensures that charges are not added without the customer's awareness or consent.
We have reviewed this transaction and confirmed that the customer did select and sign for the optional services in question.
I have attached the signed contract.
Customer Answer
Date: 05/29/2025

Complaint: 23348902

At no point were we made aware of these "optional" charges. The woman at the counter asked if someone other than my wife would drive the car and we said that I would also drive. She told us to initial, never once mentioning an extra charge. Also we explicitly stated we did not want their damage coverage and/or require damage coverage. The woman at the counter told my wife to initial the "waiver" line as if we were waiving their coverage. This was all completely and intentionally misleading. The toll fees are understandable and make sense. At this point I would like refunded for the additional driver charges and the damage charges as we were not made aware of these "optional" charges and in my opinion were intentionally led to believe we were not getting charged for any additional items.

Sincerely,

****** *********
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a 5-day car rental from Expedia with Advantage Rent a Car at JAX, $208.00.However when I arrived [6pm], the counter *** said that they could not honor that price and charged me $424.00. I was stuck at ***************/off-airport with three suitcases. What was I supposed to do?I have complained to Expedia and Advantage to no avail. I have disputed the charges with my CC [*****] and await ************* there anything that you ***s can do?
Business Response
Date: 05/21/2025
This matter has already been explained to the customer during a call with our customer service representatives.
At the time of pickup, the customer did not provide valid proof of insurance, which is required to release a vehicle. Our agent added Collision Coverage to the customer's contract to ensure the vehicle was fully insured before it could be released. This is standard procedure for the protection of both the customer and the company.
Additionally, the Roadside Assistance fee is included by default on all contracts to offer customers peace of mind while on the road. This fee is optional and can be removed at the time of pickup its outlined in our terms and conditions.
The customer also used a debit card to pay for the rental, and per our policy, a one-time $35 debit card fee is applied to all rentals paid with a debit card. This policy is also available in our terms and conditions.
All charges were applied in accordance with our clearly stated rental policies, which are accessible on our website and through our partners.
Initial Complaint
Date:05/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** was padded with unapproved extra very expensive insurance. Substituted car had issues with unfilled gas tank, non working USB port (no GPS), chemical odor. Car returned with gas tank full, no refund or credit given as promised at take out.
Business Response
Date: 05/21/2025
We apologize for the vehicle not being full on fuel at the time of pickup. This can occasionally happen when we experience high vehicle turnover and run low on time to refuel. However, the customer was not charged for fuel at drop-off. the vehicle could be returned at the same fuel level it was picked up, without incurring any additional charges.
Regarding the insurance portion, the customers credit card collision coverage was accepted and used. Since no other proof of insurance was provided, our agent added liability coverage to ensure the vehicle was fully covered, in accordance with our terms and conditions.
The only $500 charge on file is the security deposit, which has already been refunded to the customer following the safe return of the vehicle.
Customer Answer
Date: 05/21/2025

Complaint: 23293679

I am rejecting this response because:
attached ** word .doc

Sincerely,

*** ******
Business Response
Date: 05/28/2025
Thank you for bringing your concerns to our attention.
Regarding the odor in the vehicle, we understand how unpleasant that must have been. We will be contacting our cleaning services immediately to review the products and procedures they are using to ensure our vehicles meet the highest standards of cleanliness moving forward.
In reference to the fuel level, Unfortunately, since the contract has already been closed, we are unable to make changes retroactively. We do apologize if there was any oversight by the agent in updating this at the time.
As for the insurance matter, we have no records showing that the customers card was run three times. The only reason an insurance card would be declined by our agent is if it was expired or invalid at the time of rental. In such cases, liability insurance is automatically added to the contract unless valid proof of coverage is presented at the counter.
We also understand your frustration with the *** not functioning. Had we been contacted during the rental period, we would have been happy to assist by arranging a vehicle exchange. Unfortunately, we have no record or notes on the contract indicating the *** issue was reported, and without such documentation, we are unable to take further action at this point.
Finally, regarding the rental agreement, our process involves sending a copy of the contract to the customers phone number via text and to the provided email address. Customer should've received his contract via email *******
Customer Answer
Date: 05/29/2025

Complaint: 23293679

I am rejecting this response because:
Please mark ********* dissatisfied. I see no reason to continue.
They don't appear like they want to address issues directly, or refund any funds that were overpaid.

Sincerely,

*** ******
Customer Answer
Date: 06/11/2025
I received your letter in which you closed my complaint. I could not tell which of the two cases presented in the letter you were closing it with. I did reply saying I was unsatisfied with the businesses response and wished the complaint to be closed. Their arguments were incomplete with my issues in their first reply and inadequate and contradictory as to what occurred in their second reply. I believe they simply don't want to refund overcharged items.
Thanks for your attempting to help with this company.
*** ******
Initial Complaint
Date:05/05/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This companys business model is to charge customers excessive fees on car ***********************. They charged me $250 for excessive cleaning when the car, as demonstrated by their picture, clearly only need a light vacuum for some crumbs.
Business Response
Date: 05/14/2025
hello
Would you mind providing us with a contract number we are having a hard time finding any contract under your name
Once you're able to provide that information we will review and respond accordingly.
Initial Complaint
Date:05/01/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 21 2025 I arrived in Orlando Florida for vacation. I had a prepaid reservation for fox rentals on my credit card prior to arrival. When I arrived to fox rental they said I couldnt get my rental because my credit card didnt have a chip. In tears I asked to speak to a manager because I am a single mother with four kids from ******** without transportation. Fox rental called Advance Rent a Car and spoke with them I dont know what their conversation exactly was but when the employee got off the phone he said advance rent a car had a vehicle for me and they would pick me up. When I arrived to advance rent a car I couldnt use my credit card because fox rental still had the money and I had to wait days to get refunded so I had to use my debit card when I got the vehicle the tire light was on and **** the employee insisted the tire was fine they checked it. I was already mentally exhausted by dealing with the first car rental company I trusted Noahs word and just got in the vehicle and went to the rental property. The next day on my way to sea world around 9 am the dashboard says warning and the tire is running completely out of air. I call the car company immediately and let them know. The man I spoke with I dont know his name because he didnt give it said he would personally bring me another vehicle and I wouldnt be charged anything because it was their mistake that was on April 22nd 2025 on April 27th I get charged ****** when I called the company they said it was for road assistance and the tire which they stated I wouldnt be charged for. I have called numerous times and emailed to speak to management and they wont even answer the phone they keep giving me the run around today on April 30th 2025 I called and the guy who brought me the car asked me could I get straight to the point when I tired to resolve the matter and then said he didnt have time he was getting off the phone I have never got treated this poorly before ever in my life by a business
Business Response
Date: 05/14/2025
Hello
hope you're doing well
We are not Advance car rental we are Advantage car rental this complaint does not belong to us.
Initial Complaint
Date:04/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from Advantage Rent a Car from 4/16/25-4/23/25. I was confirmed a reservation price of $231.30. When I arrived, I was told that the reservation had expired and was charged $490.00. The agent said that I only had 2 hours to pick up the vehicle from the time that was selected on the website. I reviewed Advantage Rent a Car's website from top to bottom and did not see anything about a 2 hour pick up policy. I did read that a reservation will expire if you do not show up after 24 hours. I reached out to the company but they told me that there would be no refund at this time because of their 2 hour policy(which I do not see on the website). I would just like to be refunded for the difference of $263.00. I feel this was very sneaky and price gauging on there part.Thank you,**** ******
Business Response
Date: 05/14/2025
Hello
Im writing in response to the recent inquiry submitted by the customer regarding their reservation.
As previously explained to the customer via email, they arrived more than 13 hours past the scheduled reservation time. As outlined in our Terms and Conditions, if a customer arrives more than 2 hours late, we will make every effort to honor the reservation however pricing is subject to change based on availability and current rates.
This policy was also communicated to the customer at the time of vehicle pickup, and the customer acknowledged and understood the change in pricing
This is how it is stated in our terms and conditions
"Reservation will be held for two (2) hours past the reserved pick-up time, except if you contact the Reservation Center *************) to change your arrival time.Estimated charges may vary based on changes to pick-up date and time. If you arrive at the location more than two (2) hours after the reserved pick-up time,we will try to provide a vehicle for you, however, availability cannot be guaranteed."
Customer Answer
Date: 05/14/2025

Complaint: 23267966

I am rejecting this response because: this so called policy was not visible anywhere on their website or on my invoice!!! This is absolutely deceitful to a customer and my refund should be honored.

Sincerely,

**** ******
Business Response
Date: 05/21/2025
As previously mentioned, you arrived 13 hours late to your original reservation. As a result, availability and pricing are subject to change, which is clearly stated in our terms and conditions.
Unfortunately, due to the missed reservation and late arrival, we are unable to issue a refund. Our policies are publicly available on our website as well as on any third-party platforms where reservations can be made.
Despite the delay, we did our best to honor your reservation and provide a vehicle based on our remaining availability at the time.
Thank you for your understanding.
Customer Answer
Date: 05/21/2025

Complaint: 23267966

I am rejecting this response because: If you read the invoice, this policy is not on it at all. Nor is this so called policy stated on the website. I went back and looked and it does not state it anywhere!!!
Advantage rent a car is an absolutely deceitful company. Even though they say they have their policies listed, the do not. They would rather lose a future customer because they would rather be shady and deceitful over $200.00. That just goes to show what a horrible, shady and deceitful company that they truly are. Advantage should do the right thing and refund the money because they know as well as I do that their policies are buried somewhere on their sheisty website because I still cannot find it.

Sincerely,

**** ******
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a rental car using Priceline and selected a car that was $11.21/day for 4 days for a total of $76.86. I reserved the car to be picked up at 9:30pm on 4/24/25 and returned at 5:00a.m on 4/28/25. I also provided my flight info during the reservation and have the receipt provided for this reservation. My flight was delayed and unfortunately I did not arrive to Orlando until 1:00am and Advantage was already closed. I tried calling the number provided and the message said they close at 5:00pm. No way to update them of my status. I sent an email about canceling but was told it would be $50 so I kept the reservation. I called the next morning to speak to a live person and was told if I picked up the car my daily rental rate would be more. This agent sent a new receipt, using the same confirmation number for $107.51. It showed a payment of $50 which Im not sure what that was for and a balance of $57.51 left. Extremely frustrated with how my vacation had started I thought I could easily talk to someone in person at pick up and show them my original receipt and they would get it sorted out. I was wrong. I was told that because my reservation was changed that I would have to pay more. I never changed my reservation, my flight was delayed and I was simply picking up ***** hrs later. Per the policies, I have 24 hours. I was renting for now just 3 days, 1 day less so how am I being charged more for the daily rate?!?! I didnt get anywhere on site, I had already lost so much vacation time, I decided to proceed with the rental and deal with it once I got back home. This onsite agent said I also had to pay a deposit on top of the $107.51. After returning the vehicle, I was emailed a receipt for $224.24 minus a $50 deposit! This is NOT what I agreed to! I am asking for Advantage to honor my original price $76.86 and issue a refund for $147.38 the difference. I feel like I really should only pay for 3 not 4 days though. See receipts with same reservation number.
Business Response
Date: 05/21/2025
Thank you for the opportunity to respond.
The customer did not show up for their original reservation, which, per our policy and clearly stated terms and conditions, results in a no-show fee of $50. This policy helps us manage our fleet availability and ensure fairness to other customers.
The customer later contacted our customer service line and inquired about picking up the vehicle the following day. Our representative informed the customer that while we could still assist with a rental, the rate would be different due to the change in pickup time and availability.
The customer acknowledged and accepted the new rate both over the phone and again at the time of pickup. We made every effort to assist the customer despite the missed reservation, and we believe we acted in accordance with our policies and in good faith.
When customer picked up the vehicle the 50 no show fee was refunded to her
We hope this clarifies the matter.
Customer Answer
Date: 05/22/2025

Complaint: 23261264

I am rejecting this response because:
I reached out multiple times the day of my reservation selecting different options only to find that the customer service department closed at 5:00 pm and they do not have anyone to speak with after this time. I also added my flight information when reserving the car so if there were any delays beyond my control they would be aware. They advertise excellent service on their website and say reach us anytime, that is simply not true. They advertise excellent serviceFree Changes. State
We are happy to offer free changes to your reservations to better accommodate your travel schedules or any interruptions in your trip. This is simply not true. I made numerous attempts to contact regarding my interruption in my trip but instead of a simple change, I get told I would be charged more and be charged a cancellation fee. They advertise, To give our customers more flexibility, we are offering a reserve online and pay upon pickup option. This gives you greater ability to change your reservation on the go or at our rental counter. Keep in mind, you must still attend to your reservation on the date you selected unless youve notified us of changes or cancelations to your booking How can I predict the future and know my flight would be delayed? I made every attempt to contact you regarding my delay but again, you close at 5pm prior to my flight taking off and prior to even knowing there would be a delay. I boarded my flight on time. Had every intention of arriving on time but unfortunately due to a mechanical issue an issue beyond my control, my flight was delayed. At this time I began trying to contact Advantage. While I do agree the person I spoke to over the phone told me about the increase, I needed a vehicle and thought surely once I met someone in person and explained the situation they would be able to correct the problem. Again, I am simply asking for Advantage to honor the rate I originally agreed to. Honor what they advertise on their website regarding free changes. To my knowledge, their website does not show anything about the customer service line closing at 5. In fact they show that they are open until 10. Again, if this was true, they would have known about my flight delay and I would have been able to speak with someone that same day to let them know how late I would be arriving but no one answers the phone after 5:00 pm. If there are restrictions to the Free changes policy it should clearly state that on their website. Tell the customer if their flight is after 5:00 and they need to make changes that day they are just out of luck and the Free changes policy does not apply to them. Traveling is stressful enough. Having a flight delay adds to that stress and then to be told that you are getting charged more for the rental car you already reserved is just like spitting in your customers face and kicking them while theyre down and flat out poor customer service!

Sincerely,

****** *******
Business Response
Date: 05/29/2025
As stated in our Terms and Conditions, which all customers agree to upon booking, a $50 no-show fee is applied when a customer fails to pick up their vehicle without canceling the reservation in advance. In this case, the customer did not arrive for the original reservation and no cancellation was submitted ahead of time.
However, on April 25th at 11:54 AM, the customer contacted our customer service line and spoke with an agent who assisted in modifying the reservation. This interaction is documented in our internal notes on the customers contract. Notes states Modified reservation for customer and shared updated price modify reservation. Customer agreed to the changes, and I confirmed and updated the modification successfully.
Upon picking up the vehicle, the $50 no-show fee was refunded to the customer. The customer was informed of the updated rate and acknowledged the new terms prior to the vehicle pickup.
The customer also mentioned being told that our customer service department closed at 5 PM. We would like to clarify that our customer service hours extend until 10 PM, and we are currently reviewing this specific concern to ensure accurate information was provided.
While we regret any inconvenience experienced, we must abide by the policies outlined in our rental agreement. We believe we have acted in good faith by assisting the customer with modifying the reservation, refunding the no-show fee, and providing a clear breakdown of charges
Customer Answer
Date: 05/29/2025

Complaint: 23261264

I am rejecting this response because:
I was not told the customer service department closed at 5:00 pm until I called to notify you all that my flight would be delayed. Again, I had no way to notify you that I would be delayed and at that time wasnt sure what time I would be arriving as the issue was with the plane. While I may have not been charged a no show fee there wouldnt have been a reason to charge the fee if you had a way for customers to reach you after 5:00 pm! You mentioned the call at 11 am but there is no mention about the emails I sent. In good faith, I am asking to only be charged what I agreed to pay at the initial booking.

Sincerely,

****** *******
Business Response
Date: 06/02/2025
As previously stated, the customer was over 13 hours late to her original reservation time. Due to this delay, her original reservation was no longer valid. The customer later contacted our customer service line to inquire about picking up the vehicle the following day. At that time, our representative explained that we could still assist with a rental; however, the rate would be different due to the change in pickup time and vehicle availability.
The customer acknowledged and accepted the new rate during the phone call and again at the time of pickup. customer was informed multiple times of the revised charges before completing the rental.
We respectfully maintain that the customer was fully aware of the rate change and agreed to it prior to receiving the vehicle. For this reason, no further refund or adjustment is warranted.
Customer Answer
Date: 06/03/2025
They say I reached out 13 hrs later but that is not accurate. I made several attempts to find a way to contact them but everything I did I was told the customer service line closed at ******. Again this was well before I even knew my flight was going to be delayed as I wasnt scheduled to take off until 7:30. As soon as I landed I tried again and found a way to send an email. My email was sent at 1:52am. See the email below. How can I notify them if they closed before I knew my flight was going to be delayed. They advertise FREE CHANGES. Their website clearly reads - Free Changes.
We are happy to offer free changes to your reservations to better accommodate your travel schedules or any interruptions in your trip. I had an interruption in my trip in which I made numerous attempts to contact them. Why was I charged more if changes are FREE and they closed before my interruption happened and before my initial scheduled pick up time. This makes no sense. What is a FREE change if you cant make said changes??
From: Advantage Rent a Car - Website <************************************************>
Sent: Friday, April 25, 2025 1:52 AM
To: customerservice <****************************************************************>
Subject: New Message From Advantage Rent a Car

Name: ****** *******
Email: ***************************
Phone: **********
Message: I had a rental reserved and my flight was delayed and apparently you closed before we arrived. I was unable to contact an actual person since it seems phone lines arent answered after 5:00pm. Please cancel and refund my money in full. My confirmation APRL098CF6

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