Complaints

This profile includes complaints for NextCar All Vehicle Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NextCar All Vehicle Rentals

  13900 Laurel Lakes Ave Ste 603 Laurel, MD 20707-5091

• 

  NextCar All Vehicle Rentals

  109 Main St Laurel, MD 20707-4305

• 

  NextCar All Vehicle Rentals

  22231 Three Notch Rd Lexington Park, MD 20653-2006

• 

  NextCar All Vehicle Rentals

  951 N Frederick Ave Gaithersburg, MD 20879-3303

• 

  NextCar All Vehicle Rentals

  1570 Rockville Pike Rockville, MD 20852-1602

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:06/18/2025

  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.

  I rented a car on May 23, 2025. It required a credit card deposit of $350. I returned the car on May 26, 2025. I waited almost 2 weeks before I made a call to the location in which there was no answer. I then call customer care, spoke to ******* whom said there was an issue returning my refund. She would email the manager *** ******* and she would give me a call. 3 days went by and I called the vocational spoke with a guy who said ms *** wasn't avaliable. We discussed my issue and he said the manager would call me to discuss it. That was last Thursday June 12 2025. On Tuesday June 16th I called the location and got the same guy who said Ms *** ******* was in a meeting until 11am t n at he would let her know I called. At 1130 I called back and the same guy rudely answer the phone not saying hello but Ms ******* *** o told you she was in a meeting I will tell her you called. After numerous attempts I am let to believe Ms ******* is not going to call or is avoiding my issue. Coincidentally she always busy and can't call me in the last 2 wks. My deposit has no reason to be held 3-4 wks after I returned it the car. I'm really out of options at this point I need my money to get back home. Thank you for you time

  Business Response

  Date: 06/19/2025

  Ms. ***** card had an authorization posted to it, not a charge.  This authorization has since expired and is back to her available balance on her card. See attached screenshots.  If she calls AMEX, she can ask if they see the auth for $350 for NextCar with the approval code of ****** and I'm speculating they will say it's released or won't be able to find it meaning we are not holding it any longer...  ***** ****** - NP Customer Care

   

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  Dear NextCar BWI Management,My name is ******* ******, and I am writing to formally express my dissatisfaction with a recent rental experience at your BWI location.I reserved a full-size SUV under reservation #NCPGP10872156 for pickup on June 4th at 10:00 AM. I arrived at the airport around 9:44 AM and was informed that only one full-size SUV was available. A staff member assigned me a ****** Highlander and stated the toll pass would be added to my rental, as I would be traveling through toll areas.Despite arriving early, I waited in the parking lot for nearly an hour with no clear communication. I was repeatedly told the vehicle was at security check. At 10:32 AM, a different vehicle finally arrived, and I was told my original SUV didnt make it through security. However, no one communicated that change to me during the wait, which caused a significant and avoidable delay.After leaving, I received a different reservation number (#NCBWI0382642). When I later attempted to extend my rental, I saw a $25 charge listed for an extra hour, even though I did not use additional time. I extended the rental to Sunday at 10:00 AM but returned the vehicle early on Saturday. I was told my rate would remain the same, yet I was charged more than originally quoted.Additionally, I was charged toll fees despite specifically requesting the toll pass at pickup which I was told would be included in my rental.This experience reflected poor communication and an overall lack of transparency. I am respectfully requesting a full review of both reservations, a breakdown of the charges, and correction of any overcharges related to tolls or time extensions.Please contact me at *********************** with any updates or if further information is needed.Sincerely,******* ****** *********************** Reservation Numbers: NCPGP10872156 / NCBWI0382642

  Business Response

  Date: 06/19/2025

  The extra day was already refunded.  See attached information.  ***** ****** NP Auto Group Customer Care

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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.

  I had a HORRIBLE experience at the *** location. After returning the vehicle on time, the airport team decided to charge me additionally for a smoke fee and toll fee and withheld my deposit. I called and spoke with customer service and escalated this. I told I would get a phone call from *** the manager. **** did not call. I called her and spoke with her directly. And after she VERY RUDE out spoke and over talked me and cut me off she further hung up the phone. I told her I have VIDEO evidence of the car being returned in the same condition that is was rented as well as me laying. Cash for the tos fees they charged me. *** need to be fired her customer service is horrible. Please listen to the recorded line. I am seeking a full refunded as *** was not even giving me the respect of listening to me when I called. She yelled and cut me off and lied on me by adding these fraud charges. I did. It approve. She NEED TO GO

  Business Response

  Date: 06/17/2025

  I completely understand the frustration expressed here however our location's have a thorough method of discerning the way charges are applied at check in.  *** is the location manager and a long time seasoned leader.  If she has made a determination in the matter, then no further adjustments will be made in this transaction.  ***** ****** - NP Auto Customer Care

• Initial Complaint

  Date:06/09/2025

  Type:Customer Service 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 4/12/25, I rented a car from NextCar at *********** b/c I was in town for a funeral. On 4/13/25 at 10a, I went to move my car closer to the front door of the **************** in *****. When I got to the car, the tires were gone. I ran back into the hotel and another guest said, there are two men stealing tires off cars. I immediately called 911 and NextCar. NextCar said, even though I had full coverage, the tires were not covered and I would need to file a claim with my insurance. I've never heard that before. On 6/4/25, I received a bill for $3831.60 for tires from NextCar's collection agency. And they want the money by next week. According to the collections folks, the coverage doesn't cover theft. Per Progressive (my ins **** b/c I had the extra coverage on the rental, they do not assist with damages. ****** has said, it's my responsibility. I feel like I'm being scammed or pranked by NextCar, Hilton and Progressive. But I need you all to look into this issue b/c what is the point of paying for extra coverage if it doesn't actually cover anything?!

  Business Response

  Date: 06/17/2025

  Although I strongly sympathize with our client for the stress and confusion of the matter, the truth remains we provided a rental unit in good condition with the coverages she requestest and signed for.  At that point, the Collision Damage Waiver covers only wrecks that are the client's faults.  There is never comprehensive coverage provided on any of our rentals and Ms. **** should go back to Progressive and her agent and ask them to revisit this claim as a comprehensive/theft claim.  No adjustments will be made by NextCar for this transaction.  ***** ****** - NP Auto Group Customer Care.

• Initial Complaint

  Date:06/05/2025

  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 May 12th I was supposed to get a car rental from Priceless car rental in *************. They took over an hour to pick me up at the airport. When I finally got to their place, they told me they do not accept my car insurance, ********, for their car rentals. In fact they told me that they had never heard of Hartford. They wanted me to pay $30 more each day of the rental for their insurance. That would have been more than the car rental price. This was something I heard them tell every other person in front of me also. I left without the car. No where on their site did I see that they dont except ******************* They refuse to refund my $118 back. I would like the money back. This place is a scam.,

  Business Response

  Date: 06/17/2025

  On the ******************** sites, there are terms and conditions disclosing all of our location's insurance parameters.  The location our client rented from has the following on their sites:  US residents must provide their own insurance id (DECLARATION PAGE), your policy needs to have a minimum liability of $50,000 and a collectible and transferred Insurance.
  We accept insurance from the following companies: **********, **************, *****, Progressive, All State, ****, Farmers, Travelers, Mapfre Nationwide.
  If you have your own insurance, you must provide your insurance DECLARATION PAGE, it must be printed within prior to the pickup of the vehicle. Alternatively, presenting the information in a mobile app (no emails or agent calls)  at the time of pickup is acceptable. This information must match the name, last name, and address of the main driver on the reservation. The insurance must include a minimum 50,000 USD liability coverage and provide full (collision and liability) coverage for the rental vehicle.

  If the client does not meet those requirements, then we try to provide coverage so the rental may continue.  If they refuse that coverage, the transaction cannot continue and the prepaid fees are thus forfeited.  There is no refund due on this transaciton.

• Initial Complaint

  Date:05/31/2025

  Type:Sales and Advertising 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.

  The car rental was prepaid. When we arrived to pick up, they tried to charge a $500 deposit and $228 for additional insurance. One driver had State Farm insurance, which they said they take, but would not because the reservation was not in that drivers name. They would not add the driver. Had to go to a reputable company to get a car. Shady place and shady people.

  Business Response

  Date: 06/16/2025

  Our locations have terms and conditions that are disclosed online prior to a customer booking the reservation.  The insurance must be in the name of the renter.  Changing at the counter is not allowed for a myriad of reasons including the integrity of the person who will REALLY drive versus what we are TOLD will happen when it is different than the reservation.  There is no remedy on this one and thus the prepaid fees are thus forfeited.  I am sorry for the stress and confusion of the situation.  ***** ****** - NP Auto Group Customer Care

  Customer Answer

  Date: 06/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23402766
  
  I am rejecting this response because:

  This company does a bait and switch on customers. Every customer in the business said the same thing and some of us left due to the ridiculousness. Customers returning cars said that the cars were trash and the company was horrible. Something needs to be done about this because they are frauding people. 
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising 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.

  My mother in law used this car rental place and booked a reservation . She was given rental price of $115 with insurance included upon arrival tried to get more money for insurance at an additional cost.

  Business Response

  Date: 05/28/2025

  The terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet.  ***** - ** Auto Customer Car

• Initial Complaint

  Date:05/22/2025

  Type:Product 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.

  I reserved my car rental through Expedia web site. I paid a head of time, I needed to go to my son's graduation in *******. I also asked was I booking through enterprise, NextCar said yes their a part of enterprise over the phone. When I got there I was told they don't take my insurance because it's only liability. I also paid for insurance through ******* but they didn't take that either. NextCar canceled my reservation and said they will refund me. I was also told to call expedia to see about my refund. Expedia is trying to charge me a $250 penalty for canceling my reservation and also NextCar.....that's $500. They owe me $570 something as it is. Every time I call expedia they hang up one or pretend to give me info about my refund then hang up. They hung up on me almost 17 times. I did the live chat which is hard to find, expedia make it where you can't even contact them barely. Live chat sent a email to NextCar. NextCar lied and said I refused the rental, but yet contradict themselves in the same emaby saying we don't take his insurance. ******* said I can't get a refund because of that. It was very clear that it wasn't my fault but yet I don't get my money back????

  Business Response

  Date: 05/28/2025

  ************** attached document with screenshot notes from the location on your rental.  The terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  If you didn't purchase the travel protection, they may not cancel.  I do not know why Expedia is not working with you.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet and you chose to cancel.  ***** - ** Auto Customer Care

• Initial Complaint

  Date:05/16/2025

  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.

  Dates for rental car were 4-24-25 to 4-29-25 . They said we did not have the rt insurance but when we booked it, the lady told my wife we had everything we needed and nothing else was due!!! If we didn't get their insurance, we could not rent the car!! I was stuck in ******* with my family so I had to get the insurance!!! This place is a scam!!! Checked the reviews and out of about 4500, only about 2 of them had something nice to say, which I think it was thier family members writing it and they had to leave a review!! The amount was $180!!!

  Business Response

  Date: 05/28/2025

  Mr. ****:

  While many of your comments are unfounded, the fact is that the terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet.  ***** - ** Auto Customer Car

  Customer Answer

  Date: 06/09/2025

  Ths matter has not been  resolved!!!

• Initial Complaint

  Date:05/16/2025

  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.

  I rented a car in ******** PR on 3/21/2025 and returned it on 3/24/2025. The rental car is holding a deposit for $250 claiming theyre looking into the matter. Its almost two months. I have spoken on the phone with customer service. Received emails from **** ****** understanding my frustration but no substance, no explanation as when or when but they are looking into the matter. Probably waiting for me to give up and forget.

  Business Response

  Date: 05/28/2025

  This location is working on your refund Mr. **** and I've escalated it to them just now.  Please contact me at ********************************** if you don't have results by Friday of this week.  *****.