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:09/28/2022

  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 ***************** on July 14, 2022 for pickup on Sept 1-5, 2022, for $464.88. When we got to the Green ****** rental cars, they told me that they couldn't rent to me because I am a member of the military. We called rentalcars.com customer service and they told us that we violated our contract because we didn't pick the car up, so there was nothing they could do. They said they would rebook us with a different company but they weren't able to determine who we could rent with.

• Initial Complaint

  Date:08/09/2022

  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've booked car rental from Booking.com and paid *******USD. the car rental business on booking.com owner actually by Rentalcars.com. My rental duration is 7/29 to 8/24 and assign to dollar. There was horror thing happened when I tried to pick-up my car from rental company, and since this booking is under process, rentalcars.com member told me that need contact with someone for trip cancelled in urgent case. Please refer to attachment document. I wanna cancel this trip and get my money refund since this trip doesnt finish and it was terminated due to Dollar done the bad behavior to me, I have no choice. But booking online customer service said that they dont have permission to do it, need Rentalcars.com help to this work and transfer me to Rentalcars.com. I've also wrote a lot of mail to Rentalcars.com but no one feedback or help for this case. Attached mail that I sent to rentalcars.com. Just want to get refund for this car rental cost ******* USD but rental never happened.

• Initial Complaint

  Date:08/08/2022

  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 was going to rent a car in ******* June 25th weekend because the car rental place was advertised as NOT at the airport. As soon as I made the reservation it THEN SHOWED as AT THE AIRPORT!!! Within minutes I cancelled the reservation and even called them and they told me because my reservation was for the next day that I could not get a refund. They did tell me I could change my reservation to another day. Which I did. I moved the reservation to July 14th. Then, I cancelled a week later. I called multiple times and was told MANY times I would be refunded the $94.50 and to give it 5-7 business days. I called a total of 14 times, most times being put on hold close to an hour. About 6 times I was told by the following agent that previous agent did not have the authority to issue a refund. So incredibly infuriating. Then I was told a few times that the other agents gave me false information and that I was not to get a refund. This happened last on August 4th. When the agent would tell me I would get a refund, I asked for the confirmation # and they would not give it. They said wait for the email that would come within 24 hours - and it never did. This happened 3 time to me. So, I have no proof because they never sent the email. After my last call on the August 4th I received the following attached email saying my refund is forth coming and apologies for the inconvenience and "please contact them. What the h*** It shouldn't be this time consuming to get a simple refund processed. OR, this frustrating. Please help.

• Initial Complaint

  Date:08/04/2022

  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.

  This complaint is about RentalCars.com Booking number: ********* I booked a car through the RentalCar app on the Monday 18 July 2022 to be picked up from rental car company Thrifty on the same day at *** Airport, ***********, ***.I presented myself at the the Thrifty counter on time with all the right documents. I couldn't pick up the car due to a credit card issue at the counter, although my card respected all conditions and worked with another rental company right after. I followed the instructions of the Thrifty employee to cancel the reservation with both RentalCars and Thrifty, and get a refund. I took a cab to another car rental company to rent similar car for more money.I managed to cancel with Thrifty within the hour, but it was impossible to get access to any customer support from RentalCars, neither on the app, on the phone, or on their website. All the numbers I found would lead me through endless wait and closed offices. Although the booking was now cancelled with Thrifty, it was active on the RentalCars app. Impossible to do anything.Next days I call all numbers and finally get to someone who can't do anything. We have to wait until the end of the booking -- 2 weeks! I send dozens of emails saying that it absurd, that I don't have the car, that I need a refund, etc... and I am met by a different person every time sending me a different answer that it isn't possible.Now that the booking is over, I request for a refund but they answer this :"We're sorry to hear you weren't able to pick up your hire car. Thrifty did have the car ready for you at the time you wanted. Unfortunately, because we didn't know that you werent going to pick the car up, we cannot give you a refund."I was at the counter on time, I would have picked up the car if i could.They are a scam and I need my 900 euros back (my company's money in fact) because I didn't use the car and followed instructions.Please help stop this scam. I'm not the only one in this situation.

• Initial Complaint

  Date:08/04/2022

  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 had a flight cancel and needed to find a way home since they couldnt fly us out for 2 days. I made a rentalcar.com reservation for the following day, but within 1 hour decided not to rent a car. I cancelled the reservation less than 1 hour of booking and was told I would t get a refund due to it not being greater than 24 hours notice. Never mind the fact that it was less than 24 hours when I made the reservation. I asked for a courtesy refund as it was so soon after booking that I cancelled. I was told no and forced to pay $314 for a car we didnt rent. Such a terrible way to do business.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2 July I arrived at the Leasys desk at ******* airport shortly after 5:30 to learn my car had been rented to someone else just a few minutes ago. My flight had been slightly delayed. I had prepaid for the car in January. I phoned Rentalcars with whom I had made the reservation and spoke to an agent who also confirmed with the Leasys desk agent what had happened. I was told if I rebooked with Rentalcars I would be refunded the original booking fee (almost $1,400; booking ref:781960958). I paid almost $2,500 to rent a new car starting the next day (Booking ref: *********). I was told by 2 separate agents I would be refunded the original amount and a few days later told I would receive the refund in 5-7 business days. I have now been told I am not entitled to a refund even though the T&C clearly state that "if you call us from the counter, the money youve paid will be refunded, minus the cost of a 3 days rental." It doesn't make any sense not to refund the money as the Italian car company, Leasys, likely rented the car for more than I originally paid when I booked 6 months prior. In addition, it seems there is no incentive for prepaying for any car when booking with Rentalcars.com if this is the policy.

• Initial Complaint

  Date:07/20/2022

  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 contacted car Rentalcars.com July 20, ******************************************************************** ********* ****** July 23, 2022. The representative explained there was a no refund or change policy upon purchase and proceeded to read disclosures that I didn't have. I explained there was no disclosures on my receipt, confirmation or purchase and I received an email of trustpilot that describes FREE Cancellation up to 48 hours prior to pick up on any car with this symbol on our website. I do not recall a "symbol", when I reserved the car. I wanted to return the car rental July 28th due to a family medical condition, which would cancel 8 days that I should be credited. The representative was very pleasant but hesitant to provide me company details. This address listed on the website is **************************************************************. VAT number: GB ********* and I called Local number: *************** for a total time of 31 minutes and 57 seconds.