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:07/14/2024

  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.

  They claimed that I smoked in the car when I don't even smoke. The car wasn't even clean when I got it, there was crumbs and dirt + I pulled water bottles and a snack wrapper from under the seats that weren't ours yet they claim to have found ashes left by me? As I said, I do NOT smoke. Never have and never will. Scam scam scam. I do not recommend this place at all. Run far away and fast.Editing to add, I just got a call from a female stating that there WILL be a $450 charge because she used to smoke with kids in the car so "that does not fly". As I said, I DO NOT SMOKE. I said it was me and my kids in the vehicle meaning that my passengers don't smoke either, obviously! The oldest is 9. The voicemail was VERY Rude. They claim to have pictures as proof. There was definitely sand as we went to the beach but if there is any ash, it was not from me. Liars, scammers and thieves.Now to figure out how to pay an extra $450 when I had to budget at save for over a year just to afford this vacation for my kids. I literally drive a 2006 minivan with over 300k miles and a bag on the window. I CANNOT afford this scam. Never again.

  Business Response

  Date: 07/19/2024

  Customer stated to you that she received the car dirty. And that she doesn't smoke. If the smoke smell and ashes were from a previous renter, it would have been noted in our computer, to protect the customer from unnecessary charges. We do have pictures from when this customer checked in, there are ashes inside and on the outside of the vehicle. The  fact that she had driven through rain would have washed the ashes off the outside of the vehicle. 

  Customer Answer

  Date: 07/20/2024

   I am rejecting this response because:
  The vehicle was infact dirty upon getting it. It didn't even have a back windshield wiper. I am getting quite angry at the excessive accusations. I do not smoke. Please feel free to ask anyone who has ever met me. I have NEVER smoked and will never. I did not smoke in your vehicle. I have rented cars at least 6 other times with other companies and I have NEVER had any issues. This is flat out ridiculous.
  
  

  Business Response

  Date: 07/28/2024

  Pictures were sent to validate that SOMEONE smoked in the vehicle. 

  If the car was dirty, why did you take the car?? Why did you not report the car being dirty?

   

  why did you nor report there was not a windshield wiper on the back window?

  Please forgive me, but we showed you pictures of there being ashes in the vehicle, three associates validated the smell of smoke in the vehicle, that is standard practice here at THIS location. I am sorry but we stand on the charge. We never said the customer smoked in the vehicle, we said someone smoked in the vehicle and the ashes validate our claim. Sorry to sound harsh, I am not being harsh or rude, I am stating facts, so please forgive me if you feel I am being harsh or rude, that is not my nature, being rude

  Customer Answer

  Date: 07/29/2024

   I am rejecting this response because:
  
  I am not the type of person to complain of something that I can fix myself. If I had known it would create such a nightmare for me, I would have demanded it be cleaned better before taking it. I threw away the garbage I found under the seat. Not a huge deal. 

  I didn't find out about the wiper until the rental was almost over. I was going to report it at the drop off but got accused instead so I left. 

  Occupants of the vehicle included me, who does not smoke, & 4 kids ages 9, 6, 6 & 3. Clearly not old enough to smoke. I also had a 2 year old ****** child the first day in which had to go to respite as she couldn't leave the state so she didn't go on the trip with me.