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Business Profile

Auto Rentals and Leasing

Orlando Rentco LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Orlando Rentco LLC has 20 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Did not send email about the charges & contract.

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 9/10/24 I reserved a rental car through ****************************** for pickup at Advantage Rental Car on 9/13/24. During the booking of the rental I purchased insurance coverage to cover the rental. I was provided a policy and policy number. Upon arrival to pickup the car when asked if I wanted to purchase insurance I informed the agent that I had pre-purchased insurance and provided her with the requested insurance information. She entered the information into her system. I did not receive any paperwork upon pick up from the agent only the keys. Upon returning the car on 9/23 I dropped the keys in the dropbox and headed to the airport. Upon receiving my receipt via email I noticed I was charged for several things that the agent did not cover and that I did not authorized. I contacted the number on the paperwork to dispute the charges. I was told it had to be sent to the local branch and that someone would be in touch with me on the issue. As of today I have not heard anything from Advantage, so I contacted the number again to inquire the status of my complaint. The agent told me that it was found on 9/24 (the day after I returned the car with no damage) that the insurance that I provided was not accepted by Advantage. I inquired why was that not shared with me at the point of pick up when it was provided and why would they allow the 3rd party to sell insurance that they did not accept. I also inquired why I was never contacted. I asked MULTIPLE times to have the claim escalated as I did not authorize the tire&windshield waiver, the roadside assistance nor the supplemental liability insurance as I had already prepaid for it when I booked the rental. I also told her that I was never informed that there was a charge to add my husband as an authorized driver. The only fees I discussed accepting were the prepaid tool and the prepaid fuel. Finally after much back and forth she agreed to escalate the issue but stated the decision was final, so I am opening this claim

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Date of Rental: 11/17/2024 I am writing to formally express my dissatisfaction with Advantage Rent A Car regarding an issue with my recent rental agreement. I was charged $119.96 for *************************** despite clearly instructing the desk clerk at the time of rental not to include it. Upon reviewing the original rental agreement, I noticed that the initials authorizing this charge were forged and do not match my legitimate initials on other parts of the document.I attempted to resolve this matter by contacting their customer support team, but they were unable to assist me and redirected me to the originating office. Unfortunately, I have little confidence that the same individuals responsible for falsifying my initials will address this issue promptly or satisfactorily.This situation is unacceptable. Falsifying a customers authorization is a serious matter, and I expect Advantage Rent A Car to take immediate action to address the following:-A full refund of $119.96 for the unauthorized Collision Damage Insurance.-A thorough investigation into how this forgery occurred and assurances that appropriate measures are being taken to prevent similar incidents in the future.

    • Initial Complaint

      Date:11/20/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Rental car over charge.Upon picking up my rental car, I was told by the agent of many additional charges. Original quote was estimated at $47 and the final bill was over $251.The was additional insurance eventhough I told them I had my own coverage under my cc. They insisted that it had to be added or I couldn't take the car.There was also an additional fees of over $30 which I was not made off.PRIV FEE RECOV CHG STATE TAX VEHICLE LICENSE FEE ERF FLORIDA SURCHAGE TIRE BATTERY FEE ***** 6.50 1.99 2.50 2.00 0.51 %%/Day /Day /Day /Day ***** ***** 7.96 ***** 8.00 2.04 It is complete over charge and I did not have a choice if I wanted the car.

      Business Response

      Date: 12/14/2024

      We would like to address a recent rental transaction concerning May ****. The customer used their credit card to cover the collision and opted for our ******************************** for third-party damages, as well as the daily toll pass.
      To clarify, when customers choose to rely on credit card coverage, they must provide proof of liability insurance, as credit cards typically do not cover liability. If proof is not provided, the purchase of ******************************** becomes a necessary condition of the rental, as stated in our terms and conditions prior to booking. Additionally, all fees and taxes associated with the rental were clearly outlined in the customer's reservation at the time of booking.
      For your reference, we have attached a copy of the signed rental agreement. 

    • Initial Complaint

      Date:11/18/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Car reservation was made with *********** for September 5-9 of 2024 in *********. I was quoted $97.27 and when I approached the counter, I was forced to purchase their car insurance, even though I am already insured not only with ****, but I also have a *********************** that covers ALL insurance. I was told my insurance was not sufficient and that it didn't matter if my credit card covered any damages. I have NEVER been forced to purchase car insurance when renting a car. I was forced to pay an additional $119.55 for the rental. I had no choice but to do this as I could not find a lower price car rental at another location. ********* does not have mandatory insurance coverage forced on customers if they already have coverage.

    • Initial Complaint

      Date:11/13/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 car on 11/1/2024 and returned the car on 11/5/2024. The original agreement was for $229.92. The customer service agent that provided me the car said, "Just return it with a half tank." And I returned it with over 3/4 of a tank.On the 5th, when I arrived home in ********, I got an email with the attached FINAL invoice stating I was being charged $296.28. When I looked at the invoice, it showed a $51.05 charge for refueling. I also began to look at the charges and percentages. I have attached a spreadsheet showing my own research and math. On the original agreement AND final invoice it says the total cost was $142.04 before taxes. I calculated the percentages listed by the company in the second column and the COST they assessed in the third column. In the 4th column, I calculated the cost I should have been charged with the percentages THEY LISTED based on the $142.04 cost. I would like to understand how they got $17.05 Concession Fee when 8% of $142.04 is $11.36. If you divide $17,.05 by 8% it comes out to $213.13. Why am I being assessed an 8% charge off of $213.13 instead of $142.04? If you divide the $20.61 they charged for sales tax at *****%, that comes out to $246.09. Why is the sales tax being based off a charge of $246.09 and NOT $142.04?If you divide the $4.92 I was charged for Clark County tax by 2%, that comes out to $246. Why is that tax being assessed off of $246 and NOT $142.04?If you divide the $24.61 GOV *** by 10%, that comes out to $246.10. Why is that tax being assessed off of $246.10 and NOT $142.04?And finally, worst of all, why was I assessed a refueling fee WHEN I WAS TOLD TO BRING THE CAR BACK WITH A HALF TANK OF GAS??? I brought it back with more than a half tank.If would like an explanation for all of the above, and quite honestly, I want a refund... possibly for the whole thing because of the time and frustration this has caused.Thank you.

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 car on Priceline and the amount $130.64. I was triple charged by the car rental company $407.23 in addition to $265.93 for a deposit. They are fraudulently charging for gas when I filled the gas tank and other miscellaneous charges. When I called Advantage they stated that they cant assist because those are the charges that are being charged.

    • Initial Complaint

      Date:10/31/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      We rented a Nissan Rogue from 10/2-5/24 that has ***** mileage. On 10/4/24, we returned the car to Advantage a day early because a nail punctured the right rear passenger tire. At the time of the return the agent advised us that she doesn't know how much it will cost and that her manager will contact us the next day with more information. We frantically were waiting for any form of communication from Advantage which yield with negative results. My vacation was ruined. After gotten home to ********* I checked my credit card statement online and found that Advantage charged $170.45 on 10/5/24 for the 3 days rental, which is correct. Then on 10/8/24, without authorization or communications from Advantage, another $350.00 was charged to my credit card. I disputed with ***** but was told they needed paperwork. I advised the ***** that I made many attempts via telephone calls, text and email messages to advantage for the receipt and no-one has complied to my requests. I don't have paperwork for the imposed $350.00 charge on the credit card. It is inequitable for Advantage to charge $350 for an old worn out tire. I took pictures and videos of the tire. It is unjustly for them to charge one tire twice more than the three days rental. I'm not disputing the payment for the damage but I am debating for the high amount charged to my credit card. Average price for a 235/65R17 size tire online is $95 to $150. It is unjustifiable for me to pay Advantage $350. I will accept $200 payment and dispute $150 to Advantage but not not pay $350. This is why I am seeking for BBB to intervene.

    • Initial Complaint

      Date:10/26/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Advantage charged my credit card without my authorization. Reserved a full size car, they did not have the car I ordered so they substituted with a compact. I asked for something comparable. They charged an additional $55 and said there would be no additional cost.

    • Initial Complaint

      Date:10/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 August 14, 2024, I made a car rental reservation with Advantage Rent A Car (reservation #AEP03F86) for pickup on August 28, 2024, and return on September 1, 2024, in *********. Due to unforeseen circumstances, I was unable to pick up the vehicle, and I expected the reservation to be canceled.Despite not using the rental service, I was billed $236, $150, and $245.31. On September 2, 2024, I contacted Advantage customer service *************) and spoke with a representative who assured me that they would address the issue by contacting the branch. No follow-up was received. On September 7, 2024, I contacted them again. The representative confirmed that no charges were associated with my reservation and stated that they could not send me an email confirmation. Instead, I received a reservation summary indicating a $0 balance, contradicting the charges on my account.I kept detailed records of my interactions and call logs, but Advantage has been unresponsive and has not provided any documentation or valid explanation for these charges. I have since disputed the charges with my bank, but I am reporting this as fraudulent behavior by Advantage Rent A Car, as they charged me for services not rendered.Supporting Information:Reservation number: AEP03F86 Contacted customer service twice (on September 2 and 7, 2024)Charged: $236.16, $150, and $245.31 Thank you for addressing this matter.Sincerely,***** L *******

    Orlando Rentco LLC is NOT a BBB Accredited Business.

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