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:09/18/2023

  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 rented a car for pick up in ******** ***** in August. I was approx 21 hours late to pick the car up due to a flight weather delay. The cat pick up was at **** at ******** ***** airport. **** refused to give my rental car. I contacted rental cars.com and asked for a refund . They said no. **** policy is if you arrive no more than 24 hours late they have to give you the car. But **** would not give me the car. Rental cars.com knows I did not get the car from **** but refused to issue me a refund of my prepaid rental car. $478

• Initial Complaint

  Date:09/14/2023

  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.

  You took $130 of our refund do to cancellation because the business they reserved for ** closed prior to ** landing at the airport.

• Initial Complaint

  Date:09/12/2023

  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.

  I will be filing this same complaint against booking.com and ********* ******* ** as well.I booked a car through booking.com/Rentalcars.com on 3/14/2023. I chose ********* because their price seemed reasonable (approx $188). I reviewed the information available at the time I booked the car and everything seemed ok.When I arrived at the counter at ********* on 9/2/2023, a laminated sheet was presented to me (none of which was disclosed when I booked). Very specific car insurance that would be accepted, very specific insurance coverage levels necessary, etc. This specific information should have been disclosed at the time of booking!Had I known in advance of these specific requirements (which werent disclosed at the time of booking), I would have cancelled my reservation and chosen another company. I felt like I was stuck with no other choice but to pay the extra $224 for insurance. It was either that or lose $188 for the car rental that I could no longer cancel the reservation for.I have a screenshot of the info at the time of booking the car through booking.com/Rentalcars.com and the laminated sheet that was not disclosed until I reached the ********* counter and by then it was too late to cancel my reservation.I contacted booking.com who ignored the details of this deceptive situation and will do nothing about it. I replied and asked if there would be any attempt to stop this practice from being allowed to continue. No further contact from them yet.This was very disheartening and detrimental to my vacation being deceived by these companies. I can only hope something will be done to avoid this happening to anyone else in the future. And I would certainly like a refund although its doubtful that will happen now. Shame on these companies!

• Initial Complaint

  Date:09/07/2023

  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.

  On April 29, 2023 we arrived at ***************************** rental car shuttle pick up. When the shuttle driver arrived he told us that Greenmotion (**) had no cars available. He radioed to the ** office and we heard the ** representative confirm that there were no cars available. The shuttle driver informed us that due to a storm in the area causing delayed flights customers were not returning their cars. - I then called **'s customer service at ************ and the customer service representative confirmed that there were no cars available. (call log attached)- My wife *************************************** and mother-in-law ***************************** are also witnesses to these events and will testify.We did not cancel the reservation. ** canceled our reservation by not having vehicles available - we were neither no show nor did we cancel - the shuttle driver refused to take us to the ** desk - we were forced to book another rental car at the airport and didnt arrive at our lodging until after midnight and emailed rentalcars to request a refund the next day.- we assumed the that since ** had no vehicles and refused to take us to their rental counter, they would automatically initiate the refund. We requested a refund with rentalcars.com (this was the 3rd party we paid for the booking) and they refused so we had our credit card cancel the charge, however they disputed it stating we did not show up within 30 minutes of our scheduled pick-up time. **'s terms and conditions make no mention of the 30-minute window referenced in the response (timestamped photo attached)- Greenmotion.com/terms states "Reservations will be held for 2.5 hours from the specified reservation time after which they will be classed as a no-show - Our reservation was for 8:30 PM ET and we arrived at the shuttle pickup around 9:00 PM ET I have attached the supporting documentation that we provided to our credit card and unfortunately that did not help us get a refund.We would appreciate your assistance.

• Initial Complaint

  Date:08/15/2023

  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.

  Dear ********** *** Booking Reference # ********* I am very disappointed and dismayed to say that I had recently found a rental car package with Rentalcars.com (for a Thrifty Rental) for $229.55 (for a 4 wheel drive Jeep) but once I got to the ************ Thrifty rental desk, first of all the line up in the scorching heat was extensive and I had to wait 1.5 hours in line just to get to the counter! (There were only like 2 or 3 Thrifty agents and they weren't able to get backup and they said that it's always this long of a wait).When I got to the Thrifty counter utterly demoralized and exhausted after a long flight and waiting in the horrific heat for almost 2 hours, dehydrated and needing to use the restroom, I just wanted to sign out my car rental and go.Unfortunately, Thrifty would not honor the price that I was quoted on from rentalcars.com -- there was apparently a 'bait and switch' and thrifty said that they would only give me a tiny simple sedan and NOT the 4 wheel drive Jeep that I signed up for -- however, the agent told me that if i wanted the intended 4 wheel drive Jeep, then I would have to pay $824.00. I was taken aback from this as rentalcars.com was promising the 4 wheel drive car and not a tiny simple sedan.This was psychological torture and I just agreed to the above increased price as I was tired, dehydrated and exhausted.My ideal resolution would be to get a refund in the amount of $594.45.I already contacted Rentalcars.com (please see the attached email corresponse to Rentalcars.com and reciepts) but to no avail - just seems like the usual 'run-around' and no real solution to this issue they seem to be in denial of the issue at all. I feel that the problem ultimately is Rentalcars.com doing false advertising but if I need to file a separate complaint against Thrifty I am willing to do that as well.I am grateful for your help,*****

• Initial Complaint

  Date:08/10/2023

  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 attempted to book a rental car on rentalcars.com. When i clicked "confirm booking", they said the booking could not be completed and routed me to search and book again. However, they still charged my card for a full reservation booking. They refuse to provide a refund or credit, stating that it's company policy although no policy was referenced. They are not operating in good faith.

• Initial Complaint

  Date:07/31/2023

  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.

  On 7/1, we arrived in *************** and were told they ran out of cars and would not have one for at least 4 hours. We need a refund for that, but rentalcars.com is refusing it because they claim we did not show up. The people at the counter told us they ran out so why would we have checked in anyway? We had reserved this car several weeks in advance. Several other people were also being turned away by all of the rental car companies at ******************** so it's not hard to prove that we were there. Probably just need to look at the surveillance. Our flight was late, but that was the whole reason they had us enter the flight # in when we reserved it so they could hold the car for us. I tried to call to remind them that the flight was late but the hold time was extremely long. This is unethical to profit off of this.

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 rented a car through RentalCars.com to use RecordGo. They charged me $299 for the service. When I arrived at the agent desk, they charged me another $299 + insurance. Rentalcars.com needs to refund me for the service as RecordGo charged me again. The woman at the counter said RentalCars.com does not pay the car rental companies and keep the money that was charged upon booking. They have illegally kept the $299 for the service and have not refunded me the amount owed. I have been charged twice -- once by RecordGo and once by RentalCars.com. Neither company will provide the refund for the double charge / booking. RentalCars.com if have scammed all their customers. This is a repeated issue if you see their reviews on Instagram and online platforms such as TrustPilot.

• Initial Complaint

  Date:07/12/2023

  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.

  I am seeking remuneration from rentalcars.com for being forced to pay twice for one rental car due to non-transparent terms and cond. and them not honouring insurance coverage. Im filing a separate complaint regarding Alamo. I am a permanent resident of *********** for the past 3 years and came to ******** on business from June 28-July 5. I booked a car through rentalcars.com on May 25 and paid the full $973 NZD for this car upon booking. When I arrived at the ticket counter and because I used to reside in ******** and still have a valid CO drivers license as well as a *********** drivers license, I presented my ******** license to the agent. She then proceeded to ask what passport I held and if I have a foreign license. I presented my *********** drivers license to her but she persisted on making me show her my passport after which she stated she would not honor my reservation because it was booked out of compliance with the terms and conditions. I tried to tell show her my residence status paperwork but to no avail. I was forced to rebook a new reservation directly with Alamo costing me $1151 NZD. Thru rentalcars.com I also bought insurance for the car which is supposed to allow for cancelations and refunds but rather than honor this they have said they will refund me the insurance cost but not the reservation. See statement below; Upon presenting the American passport, ***** was unable to continue since you made the reservation as a non-national As per your rental terms. Unless all the pick-up requirements are met, the rental will be cancelled. The cancellation fee will be the full cost of the booking, so unfortunately there wont be any refund. However, as your rental didn't go ahead, you didnt need the insurance that you bought through us. So Ive refunded the cost of that insurance: NZD 107.98I have viewed the website and have not been able to easily find this information nor was it required to input this when I made the reservation.

• Initial Complaint

  Date:07/05/2023

  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.

  Rentalcars.com booking page didn't mention that they wouldn't accept normal car insurance that I had (which companies like **** and Hertz do), and I needed to pay an additional $25 per day for insurance for renting the car I wanted on their website. I found this out the day of pickup (the same day that I booked, less then 4 hours after I reserved the car) at the office where I was picking up the car, a third party called JC car rental which simply lists their available cars on the rentalcars.com website. I raised the issue of the $25/day with the person who was working at the front desk, and they told me the rental could be cancelled and I would receive a full refund later. Unfortunately, I never received anything more than 2 weeks later, and rentalcars.com is telling me that I will not receive even a partial refund or website credit, despite my never having even taken the car that I booked, and the local company that owns the car, JC car rental, not even accepting payment on their end from rentalcars.com because they canceled the rental with rentalcars.com. So over $200, 100% of the rental price is being collected by rentalcars.com as a "cancellation fee" even though they didn't give me a car, almost certainly didn't miss out on potential revenue from the rental booking, and didn't mention this additional insurance charge on the booking page. I spent the next 2 weeks taking ubers around town because I was under the impression that I would be receiving a refund and I knew that uber would be cheaper than the combined price of the rental car and the supplemental insurance that was required. I don't think that rentalcars.com has any good reason to keep all $200 to themselves, and not even give any to JC rental cars so that THEY could give me a partial refund.