Complaints

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

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  Orlando Rentco LLC

  5601 Butler National Dr Orlando, FL 32812-3023

• 

  Advantage Rent A Car

  15 Transportation Way Boston, MA 02128-2063

• 

  Advantage Rent a Car

  Federal Circle, Bldg 312 Jamaica, NY 11430

• 

  Advantage Rent-A-Car

  36 Carson Rd Bldg 36 Unit P2 Newark, NJ 07114-3512

• 

  Orlando Rentco LLC

  4501 Abbott Dr # 1200 Omaha, NE 68110-2699

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:06/10/2025

  Type:Product 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.

  On Saturday May 31, 2025, I had a rental car reservation with Advantage. After a four-hour delay due to weather, I arrived in ********* where the rental car shuttle was not running, even though it was supposed to come every 15 minutes. After receiving a ride from another company, I was told that Advantage canceled my reservation. I was told that I could still rent a car, but at a higher rate and a different class because they gave my rental away. I confirmed my flight information when booking, so they should have been aware of the delay. Both my husband and I attempted to call, but nobody answered at the ********* location. The car was filthy. When we returned the car, the employee was on his phone and we had to call him over. We were told to just drop the keys in the box. We were also told the shuttle stopped for the day, even though we were still within regular operating hours. We were forced to walk to the airport connector shuttles. The next day I received an email that the rental return was overdue, and the final bill included an airport transportation fee. I attempted to submit a comment online and was never contacted. I called reservations and asked for a manager. The agent gave me excuses and told me that it's their policy to cancel the reservation if we're late, and that we accepted the new rate by showing up. I asked for a manager and was told that the only managers are at the specific locations. I asked for a call center leader or corporate, and was denied. I was also told that billing was final and could not be refunded. I was never offered an apology or shown any empathy by this company.

• 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,
  
  **** ******