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Business Profile

Car Rentals

Rentalcars.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Rentals.

Complaints

Customer Complaints Summary

  • 58 total complaints in the last 3 years.
  • 6 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:02/14/2023

    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.
    I booked my car rental through rentalcars.com on 1/31/2023 and paid $84.06 with my **** debit card. The terms and conditions advised that a deposit between $0-$500 at time of rental. I flew into **** airport on 2/9/2023 & went to pick up my car. They advised that the deposit would be $500 if on the **** debit card or it could be $200 if on an actual credit card. I didnt have $500 in my checking account so advised to use my credit card for the lower deposit amount. I asked if the deposit could be lowered - & he advised the deposits were set by the system. I advised that the ****************** implied it could be as little as $0. I gave him my **** credit card (that is in my name and I have a pin for) & he said he couldnt run the card. I asked why and he said he cant slide the ********* needs to have a chip in the card. Its not one of the newer cards but can literally be used anywhere & I have never been told no slide cards allowed. He wouldnt accept my credit card. It was thrifty rentals that refused, not me. I asked how to get a refund. He said to call rentalcars.com. All of the cars at the airport with reserved. I was in **** for my Dads funeral so was distraught over the fact that I didnt have a car now & needed to find a way to the hotel & figure out how I was going to get out to middle of nowhere *******, ** to the Veterans Cemetery 40 miles away without a car. I called rentalcars.com while waiting at the airport for a free shuttle to the hotel. The hold was long & was connected once arrived to hotel. They advised terms (which they read different ones than I saw) & they couldnt refund & had to create a dispute case once the rental dates were over (so I couldnt do anything until the following day). Annoying. I had to pay $70 Uber EACH WAY to my Dads military funeral the next day since I didnt have a rental car. I opened a complaint case and they advised the terms again and declined a refund & implied I had a digital card. Not true. Terrible comp.

  • Initial Complaint

    Date:02/07/2023

    Type:Service or Repair 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.
    So I used Rentalcars.com to rent a car or so I thought. The website was malfunctioning so I couldnt see the terms and conditions. Upon arriving to pick up the rental car reference # ********* at ****************** in ******* I was told I needed to have a credit card to rent a car and I could not use my debit card. I do not own a credit card. So I wasnt able to get a refund for the non rental nor rent a car that was promised. I would like a full refund for the ****** for the rental car I was not able to rent due to not having a credit card

    Business Response

    Date: 02/17/2023

     

     

    Good morning ****,

    My name is ****** and I am a Complaints Executive at Rentalcars.com. I have taken ownership of the complaint you have raised.

    I understand that you booked a rental car on our website and state that technical issues were occurring on the site during this time. Therefore, the terms and conditions were missed that informed you of the requirement to have a credit card to collect the rental car, and as a result, you were refused the car upon arrival as you only had a debit card. 

    To begin, I am very sorry to hear that you were unable to collect your reserved vehicle from Fox at Phoenix Airport and for any inconvenience it may have caused. Many of the car hire companies we work with do require a credit card for the security deposit hold and will not accept a debit card. This information is provided in the terms and conditions of your reservation before, during and after the booking process. 

    However, as you have stated the website was malfunctioning, I will carry out an investigation which will include contacting Fox to confirm the rental car was not collected. Once I have completed my investigation, I will be able to provide you with an outcome to your complaint. 

    I will keep you updated on the progress of your case every 3 business days and provide a resolution as swiftly as possible. 

    Thank you for your patience. 

    Kind regards, 

    ***********;

     

     

  • Initial Complaint

    Date:12/28/2022

    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.
    This rental car app was fraudulently made under this ref # ********* I was charged 112 dollars for a car rental that I did agree on their site they do not offer refunds. I need 100% of money taken from without my knowledge back

  • Initial Complaint

    Date:12/19/2022

    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 paid to rent a vehicle via the rental company supplier Routes at the ***************, through Rentalcars.com, on December 14, 2022. The total cost of the rental was $42.78. The Booking Reference Number is: ********* I looked over all required documents and terms and conditions prior to my arrival to rent. After paying over $20 for a rideshare to the airport to rent the car, Routes informed me that they do not rent to locals who do not have out of town licenses. I looked back over my confirmation emails and booking terms and still could not find this information anywhere on Rentalcars.com I was not allowed to rent the car, but I had already paid directly to Rentalcars.com. I contacted Rentalcars.com by phone later that same day. I was told by the representative that they could not reach Routes to confirm that I had not received the vehicle, so "further investigation" was required. I was told that this "further investigation" requires me (not Rentalcars.com) to call Routes and request proof I did not rent the car. I have not been able to get ahold of anyone at Routes, and I would like a refund for the car I was never able to rent, because of Rentalcars.com lack of transparency in their terms in conditions for the rental.

    Business Response

    Date: 12/20/2022

    Dear BBB, dear *******, 

    Thank you for contacting Rentalcars.com, my name is ********* and I am happy to assist you with your request. 

    I am very sorry to hear you were not able to pick the car up.

    Please find an extract of our terms and conditions below for the booking *********. I contacted Routes today and got their confirmation also about the fact they do not accept to rent a car to locals.

    You can find this rule below.

    What you need at pick-up
    Acceptable forms of payment
    Payment Cards
    Licence Requirements
    Driving Licence
    When picking the car up, the main driver and any additional drivers will need to provide a full driving licence in their name.
    Digital driving licences will not be accepted.
    If youve had your driving licence renewed and it only shows the date it was renewed, you'll need to prove when it was originally issued.
    All drivers must have held their driving licence for at least 6 months.
    This car can't be rented by residents of the state where it's being picked up.

    Unfortunately, it seems you are not entitled to any refund in this situation.

    Our customer service team is available 24/7 to assist you. You can find our contact information and a list of frequently asked questions on our website: *************************************************;
     
    You will soon receive a separate email to evaluate my service. If you have the opportunity to fill it out, I would greatly appreciate your feedback.  
     
    Thank you again for your e-mail.
     
    Kind regards

    Charlotte
    Reservations Department


    The World's Number 1 Online Car Rental Service
    *********************************

    Customer Answer

    Date: 12/20/2022

     
    Complaint: 18610620

    I am rejecting this response because:

    I have multiple screenshots of the terms I previously agreed to. Also, I spoke to a representative of Rentalcars.com on December 14, after I was unable to get the rental, and was told I would receive a refund if I sent in proof I did not receive the car. The business is clearly not operating with transparency or ethics in mind.

    How can you possibly feel entitled to money for something that was not provided to me and that I actually had to spend EVEN MORE money to remedy the situation, after your businesss poor practices? 

    My boyfriend will absolutely get someone else involved, on mere principle. It would be wise to refund the measly $42 you owe me for not receiving anything in return. But do as you wish! 

    Sincerely,

    *****************************

  • Initial Complaint

    Date:12/14/2022

    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'm writing to file a complaint with rentalcars.com. I traveled to ******, ****** for this year's Thanksgiving break and booked a rental car from rentalcars.com. The order number is *********, and I paid $95.80 for the order. However, on 2022/11/24 when I arrived at the ************** (where the rental pick-up was supposed to be), there was no one there to pick me up. I waited and called the contact number of the car provider company for more than an hour. No one picked up the phone. I also tried calling rentalcars.com agency, but they cut me off in the middle of my call. I didn't want this to further delay my vacation plan, so I went ahead and get a rental car from **** on the spot. When I came back to the US on 2022/11/30, I immediately filed a case with rentalcars.com to request a refund. It took them more than two weeks to finish the inquiry and now they refused my refund request. I'd like to settle this case by getting a full refund of $95.80.

  • Initial Complaint

    Date:12/07/2022

    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.
    I booked with rentalcara.com in May for a trip in october in *******. I upgraded the reservation shortly after and received confirmation. When ibgot to the airport in ******* the upgrade was not available on the website. I went to the shuttle to see if my name was on the list to take me to the rental car facility and it was not. I was left at the airport in ******* with no car and had to spend twice as much on another car from the airport.

  • Initial Complaint

    Date:12/06/2022

    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.
    Rentalcars.com online took my debit purchase online. I arrived at the time to pick up the car from a 3rd party and was told that I can't get the car because the payment issue. I tried on several attempts to contact the online company but unsuccessfully and ignored. No answer. Online no help . No person to reach. I was left stranded In a town I traveled to for the holidays. I want my money back. I was refused the item ( rental car). ************* accepted my form of payment but had an issue once I arrived. My original payment was never refunded . I never canceled. I wanted to keep my reservation and i arrived to pick up my car per the reservation. I tried nktifying the company online to return my money. Option to cancel woth 3rd party and move my reservation to a company who will accept the payment. Online company ignored me and They kept my money and refused to provide a car. I can't reach anyone at that company. Can u help me. In addition I have reported this company as a scam.

  • Initial Complaint

    Date:11/28/2022

    Type:Customer Service 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 car through rental car.com but when I went to site there was no car for me. Yet they charged my credit card. I have called, emailed with no response. They are booking for cars they dont have

  • Initial Complaint

    Date:10/15/2022

    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.
    On June 1st, 2022 an overpayment was made by our bank through our **** card to Rentalcars.com. We have contacted the customer service department but they deny that they need to return the money $1700 to us.

  • Initial Complaint

    Date:10/13/2022

    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 reserved a rental car from rentalcars.com for August 17 2022 picking up in ******* **********, and dropping off on August 24 2022 in ********* ******. The reservation included a deposit which was paid in full in the amount of $551.54 and when I returned the vehicle the charge was only $430.87. The online company used ********** center and I contacted Fox directly for the return of the difference in money and was told that they could not help me, that rentalcars.com was the only one that could credit me. I have tried numerous times to contact then for resolution and they are not helping.

    Business Response

    Date: 10/27/2022

    From: reservations-**@rentalcars.com <reservations-**@rentalcars.com>
    Sent: Friday, October 21, 2022 2:25 PM
    To: info <***************************************>
    Subject: Requesting more information_ [RC: Fhbqpf, TKT: zjAt4E]

     

    EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

     

    Dear *****,

    Thank you for getting in touch, I am Aura and I am pleased to help you.

    I understand that you have a complaint with rentalcars.com 


    Before I can assist  you, I do need to confirm few information please find them below so that we may be able to provide assistance or answer to the request.

    -to state their full name and confirm that theyre the main driver, and
    -to confirm their booking number or the email address used when booking the car, and
    -to confirm the pick-up date or drop-off date or pick-up location

    I appreciate that this may be a bit inconvenient, but we always do everything we can to protect our customers, which is why our data protection rules are so strict.

    Thank you for  your email.

    Kind regards,


    Aura

     

    Reservations Department


    The World's Number 1 Online Car Rental Service

     

    Customer Answer

    Date: 10/29/2022

     
    Complaint: 18221368

    I am rejecting this response because:
    I have already provided this business with all the requested information multiple times. When I placed this complaint via BBB I uploaded all the paperwork that includes all the requested information, which I had already done directly with the company multiple times. They continue to have different customer service representatives ask me for the same information that I have provided over and over. They over charged me and refuse to return the difference and all the documents that I uploaded show this. 


    ************************************************

Rentalcars.com is NOT a BBB Accredited Business.

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