Complaints

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:01/03/2024

  Type:Sales and Advertising 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.

  Rentalcars.com booked a car reservation for me in december with a predatory car rental agency in *******, ** rentals. The agency physically trapped ** in an unsafe area late at night and demanded $1000 in cash in supplemental car insurance, on top of what was listed and covered by my credit card provider. I tried to cancel the rental but the links provided by rentalcars.com were all non functional and the numbers did not work either (led in a circular loop back to the predatory agency). Rentalcars.com is clearly shielding itself from all bad business practice by blocking the ability to contact customer support and sending false links/numbers to their customers. Their reply by email (2 weeks later) has no way of responding, their links to not work for submitting supplemental paperwork, and the whole reservation has been deleted from their system. It is designed to not work from the start and will negatively impact future customers, placing them in unsafe situations.

• Initial Complaint

  Date:12/19/2023

  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.

  I traveled to ******* for my son's boot camp graduation. I booked a car to have when I arrived and the car was not available. The gentleman at the counter at Fox rental car told me they would issue a refund, gave me a paper that explained that they no longer had my car. The next morning I filed a claim and they were to call me back when the rental place had opened. I was busy with my son and so called when I returned home for the refund. The Rentalcar.com refuses to refund my money even though they see that I didn't rent the car. They claim that If I arrived late to pick up the car then they have to resell my rental to the next customer without any repercussion and that I must inform them that I will be late. I believe if I rented a car and they charged me in full for the car that I should be able to pick it up at any point during that time period. I feel this is a scam. I want a full refund, I feel this company should have offered a credit towards a future rental at least, At this point I want to let others know of the scam and I want a refund as I wont ever deal with this company again!!!!

• Initial Complaint

  Date:12/16/2023

  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.

  Booked a car through rentalcars.com at Fox rent a car. When we showed up to pick up they car on time, they told us the car wouldn't be returned for 1.5 hours and that it would then need to be cleaned. We renting the car to drive to a urgent medical appointment and could not wait that time. the only option given was to pay for an upgrade. We called rentalcars.com and the customer service agent told us that we could only claim the difference after the rental was finished. We followed this advice, paid to get the car. When we followed her instructions and filed to a refund for the difference paid, the claim was denied. we respond multiple time and ever time got a canned response saying no refund would be issued. At the end of the day we booked a car THAT WE DID NOT RECEIVE. The booking was NOT fullfilled and the only resolution remaining is a refund.

• Initial Complaint

  Date:12/10/2023

  Type:Sales and Advertising 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.

  I was trying to book a rental car through Kayak and it sent me to rentalcars.com. They had a car available for $75.60 total cost. When I went to pay for the car, I got a message that my payment was unsuccessful and to either try another card or check with my bank. So I tried another card (all these cards had plenty of available credit). That card also resulted in a payment unsuccessful notice. Those cards were both Visas, so I tried a Mastercard. Same message. I even called the bank for one credit card and they said that no attempt had even been made to charge to my card. This ************** does not list a phone number on their website but I was able to find one for them elsewhere. I called and they told me to try on a different browser. Still didn't work. It's been an hour and several tries to rent this car. I called again and they looked up the reference number I received on my fourth try and the agent found my reservation. She checked and told me that the car wasn't actually available to rent for that price. But, an hour later and they are still advertising that same ************* Veloster for the same price for the two days: $75.80. It is NOT OKAY that a website is trying to sucker people into putting multiple card numbers in and they don't even actually have the car available! BEWARE OF USING RENTALCARS.COM TO RENT A CAR.

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising 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 November 10,2023 we came to Inbo Car rental in ******* ** to pick up our rental, and we had the worst experience. We booked our rental through rentalcars.com and read the terms and conditions when we arrived at the rental place they informed us that our insurance would not work because the coverage was not enough. Nothing in the terms and conditions on the website when we were reserving the car stated how much our coverage needed to be. It just stated that we need to provide proof of drivers license, voucher and proof of insurance if we did not want to purchase their insurance. Nothing specified about how much coverage our insurance needed. We were treated very poorly by the rental company and when we try to call multiple times to rentalcars.com we were given the runaround and were treated very poorly and no help was assisted. We were asked to go back to the rental place by the customer service which we did nobody was able to help us and we kept getting the runaround. We tried to call the customer service line multiple times and always got different answers and nobody was able to help , all we want is a refund for the product that we never got. We intended on getting the rental we arrived, and had to leave because we were unable to afford additional insurance since that was not specified in the terms and condition.

• Initial Complaint

  Date:11/07/2023

  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.

  On November 6th I made a reservation through this website. The $ 280 reservation was for a rental car for a week. The attendant told me that there was a deposit of 150 dollars to take the car, but because my driver's license was from ***** I would have to pay $ 500. I usually give this deposit of $ 200 to other rental cars. I felt extremely offended by charging more for Texans. But the attendant said that If I wanted to cancel there wouldn't be any charge. I agreed. Today when I went to see my credit card statement the money was not withdrawn. I reached the company and they told me there would be a $280 fee for cancellation. Which is completely the opposite of what was told to me. Instead of 0 was 100%. They said that if I decided to do business with them they would charge me only $120 dollars as a fine.

  Business Response

  Date: 11/16/2023

  Hello,
  
  Thank you for contacting us, I am ************ and I will be more than happy to assist you with your query today.
  
  Before I can provide specific information about this booking, I just need the main driver to contact us and confirm that theyre OK for you to discuss the booking on their behalf this is
  
  due to data protection regulations, which protect the privacy rights of the individuals who share their data with us.
  
  
  Alternatively, you could ask the main driver to contact us and discuss the booking with us themselves.     
  
  
  Either way, theyll need:
  
  
  *  to state their full name and confirm that theyre the main driver
  *  to confirm their booking number or the email address used when booking the car
  *  to confirm the pick-up and drop-off dates, and
  *  to confirm the pick-up location
  
  
  You can find details on how to get in touch with us, as well as our opening hours, on our contact page:
  
  
  I hope I was able to help clarify things for you. ***** soon be sent another email with a couple of questions about my service and the information I provided. If youd have a minute to
  
  answer them, Id really appreciate your feedback.
  
  Thank you!
  
  
  Kind regards,
  
  ************

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair 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.

  We booked a car for Routes rental cars using Rentalcars.com on 10/18/2023. Upon arriving to the Routes location at 9:30pm, and waiting over an hour, when we finally get to the counter we were told that they have no cars available and offered no solution for getting a car the next day. So at 11pm we make an arrangement with another rental car company, they dont have the car tonight but we could get it in the morning. So we had to get a hotel for the night which incurred us an additional cost. Rentalcars.com charged me $103.60 in advance. I emailed them the next day on 10/19/23 to ask for my money back. They finally responded to me on 10/27 saying that according to their terms and conditions, if the client was unable to receive the car, he should contact us from the pick up location as soon as possible and inform us about the problem. So they are refusing to give me my money back even though they provided me with no service and I still contacted them within 24hrs of the incident. I find it outrageous that someone is expected to memorize a companys terms and conditions and expect to remember that when being told there are no cars available at 11pm after traveling for 14hrs straight. This seems completely unethical and downright fraudulent for a company to have such specific qualifications for a refund when no service was rendered. People should be made aware of this in a more explicit manner instead of it being buried in a multi-page terms and conditions document. Not only that, but this stipulation should not even be allowed, it screams scam and manipulation to me.

• Initial Complaint

  Date:10/27/2023

  Type:Order 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.

  This website has language plastered all over it about FREE cancellation and the ease of cancellation. Links on a mobile device do not work properly, the "manage booking" link in the confirmation email is broken. When I went to cancel my booking before even using the vehicle, the link to the "terms and conditions" says absolutely nothing about the cancellation policy. The cancellation fee is astronomically high (3 days of rental car costs). This is for a rental car on 10/27.23 **************** is horrible. Emails within minutes of one another are from different "people" and are not informed about the history of your transactions. BOTTOM LINE: website is misleading and gives the renter false information.

• Initial Complaint

  Date:10/06/2023

  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.

  I tried to book a car with RentalCars.com on Monday October 2nd for $158.95. They charged my credit card, but created a fake booking. I spoke with **** on Tuesday October 3rd, they told me the booking doesn't exist and there is no way it would ever exist because the reservation number isn't even in the correct format. I called RentalCars.com on October 3nd two times, October 4rd, and October 6th. Their customer service agreed that the reservation didn't exist by calling **** themselves to confirm. On October 4th RentalCars.com said they would investigate with their internal team and get back to me within 1 hour, and an absolute maximum of 24 hours. I sent them an email responding to the issue ticket on October 5th, informing them that it had been nearly 24 hours with no response. On October 6th I still had not hear back and I called again, the again told me there was no resolution then hung up when I explained the issue. I also requested to speak with a supervisor every time and was told that was not possible. When I called, the agent's only suggested resolution was that I cancel the reservation and create a new booking at a higher price because they refused to try to solve the issue. I am requesting a full refund, and the difference in cost to book directly with **** for the same intermediate size car. A total of $320 Reservation # ********* Issue Ticket # 4DMNWB RC: cVgDmX Pick Up Location: *************************************************** (AMM) *****, ****** Pickup Date: October 27, 2023

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair 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.

  We booked a rental car from Dollar at the *************** through Booking.com. The trip was confirmed, and we were told they would have a car for us. Upon arriving to pickup, they told us that they did not have a car for us. We did not get a car, and we were forced to spend more money to rent a car through a different agency. ****** directed us to booking.com for any refund inquiries. We contacted them directly onsite via Live Chat, and they apologized and said they would get us a refund. A few days later, we followed up with them about the refund, and they said they would need to look into our case with Dollar. They said they weren't able to get into contact with ******, so they said we would have to submit a claim once the trip was done, which was still quite a few days away. We waited, submitted the claim, and it took them awhile to get back to us. They asked for a few things like flight confirmation number and proof of contact to booking.com, which we provided. Then we went another week with silence. Then, we get this email from rentalcars.com saying that we are not going to be getting a refund. So, booking.com told us that we would get a refund, and then delayed communicating to us, and now rentalcars.com is coming into the picture and telling us there will be no refund. It has been over a month now. We had to pay for a separate car, so we would like a refund from booking.com or rentalcars.com, whoever it is, for the car we did not receive. The trip was August 4, 2023 - August 14, 2023, booking number *********. We paid $246.66.