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:03/01/2025

  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 through the **** website. After I made the reservation, I got an email from Drivo asking me to upload my insurance information, which I did, unfortunately. I only realized afterwards that this was not attached to the rental.

  Business Response

  Date: 03/14/2025

  To Whom It May Concern,
  

  A search has been conducted in the system using the personal details provided; however, no matching records for the customer have been located. As a result, it is not possible to verify the claim or provide a resolution at this time. Please advise if any additional identifying information can be provided to facilitate further review.

  Best regards,
  Aby U.
  
  Customer Care at **********************
  A: ***********************************
  P: ************
  F: ************
  E: *****************************************************************
  W: **************************************
  Drivo Rent a Car
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  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 company is absolutely fraudulent. I was sent a link from Drivo to upload my insurance, which I did. At the counter, nothing about insurance was brought to my attention other than a claim to waive it, which I signed. Unbeknownst to me, this was actually an agreement for the "basic package" which costs $100+. I was not presented with the document, only told that it was a waiver and given a box to sign. I would have NEVER agreed to this, given that I have insurance and uploaded it. I called to resolve this on 1/3 and was told that a manager would review the footage and get back to me within 24 hours. I called back on 1/24 after never receiving a callback and an incredibly busy few weeks. I was told that they reviewed the footage and that I did in fact sign up for insurance and discussed it with the agent. This is an absolute blatant lie. I asked to speak to a supervisor who gave me a call back. We got absolutely nowhere on the phone so I asked to be connected with his manager. His manager proceeded to tell me that there was nothing that I could do because no one was every able to review the footage since it auto-deletes. Which means that I have been LIED to about this every step of the way. I was completely SCAMMED by this company -- ***** CLEAR.

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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 went and purchased a rental car online in July due to my sisters death and paid it in full on *********. When I got to The counter at Drivo they said I had to buy the insurance or I couldn't get the car.! I should them my ********** insurance and credit card insurance they said to bad! These people should be ashamed of taking advantage of an elderly person. Please help

• Initial Complaint

  Date:10/10/2024

  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.

  Upon picking up a rental car, I was asked for proof of insurance. I showed them my insurance card and they said they need the full policy document showing the coverages/amounts. I told them ********* nor ***/Drivo informed me to bring the full policy. It was 11pm Saturday night and I couldn't get my policy, nor could I walk and go somewhere else. They forced me to purchase their insurance for over $29 per day. I did get my full policy emailed to me on Monday, before returning the car Tuesday. I offered to show them the full policy at the return desk and they said to call *********. I told them I already did and was offered no resolution. I also called *** rental and they refused to help. I then called Drivo, explained and they said they would "investigate" the recording of the pick up, and if I was forced to take their insurance, they would refund me the $89.97. They called the next day and said "you didn't show the full policy, so no refund. " I feel like I was misled by ********* and robbed/held hostage by Drivo. They said if you go to our website and read our policy, you would have seen it. I never heard of them. Why would anyone read their policy. I rented from ********* and it was an "***" rental car. I read *********'s info and directions. It was Drivo who demanded this separate and extra payment after I paid ********* in full for the rental. I've never in my life been asked to produce a full insurance policy when picking up a rental car. In fact, I've never even been asked to produce a proof of insurance car (which is what I did). It has always been, if I turn down their insurance, (because my insurance covers rentals) I sign or initial I am declining theirs and accept full responsibility if something happens to the rental car.

• Initial Complaint

  Date:10/08/2024

  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.

  Via *******, I rented a car from Drivo Rental Car Company from October 3-6, 2024. I was very surprised and concerned when Drivo asked me to provide them with my personal car insurance policy. I have been renting cars for over 30 years and never has a rental car company asked me to give them my personal car insurance policy. I refused and waived their additional insurance since I carry my own coverage. Drivo did not provide me with any written or electronic version of the contract they asked me to initial. Again, every car rental company I have ever rented from has provided me with a copy of the paperwork they asked me to sign. Both of these practices made me very uncomfortable with Drivo but I didn't have many options at the time that these issues occurred. About 10 minutes after I returned the car, I was pulled aside and shown the smallest crack to the windshield, which I am 100% certain did not happen while I was driving. I have been driving for 30 years and know when a rock hits a windshield. I am actually fairly convinced that the staff person caused the damage after we returned the car as the car had been moved from the spot where I parked it and I was cited for the damage several minutes after I had already been cleared for returning the car. I looked up Drivo online and found several clients with stories similar to mine, I also found that Drivo was accused of falsifying damage reports in the past--in a lawsuit that they lost to the tune of $80,000. I feel strongly that Drivo is engaging in the same illegal practices it was cited for in 2020. I am not concerned about the money they are currently keeping. But I am very concerned about a continued pattern of illegal practices,

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  When I was going to give a credit card for the deposit, I was told that I needed a card from a "major bank." I was never informed about this policy that was implemented after I paid for my car rental. This company knows my email address and phone number (they have sent offers to me via email and texts), so they could have informed me about this. If I did not have my corporate card, I would not have been able to get the car that I paid for and they could have been paid twice for a car rental, giving my car to someone else stating that I never picked up the car. This is a scam and I want the money back from my car rental.

  Business Response

  Date: 09/05/2024

  Hello,

  We would like to extend my sincerest apologies for any inconvenience caused during your recent rental experience with us. We understand how frustrating it can be when unexpected issues arise, and we deeply regret not informing you in advance about our card policy. While we strive to ensure transparency, we want to clarify that our card policy is clearly indicated on our website. As a gesture of goodwill and to express our appreciation for your continued business, we would like to offer you a 15% discount on your next rental with us. We hope this will help to restore your trust in our services and make your next experience more satisfactory.
  
  

  Customer Answer

  Date: 09/05/2024

  
  Complaint: 22199660
  
  I am rejecting this response because:

  I do not want to do business with you again.  Why would I continue to work with a company that inconvenienced me and made me risk my job due to a policy that I was never informed about?  If you want my business again, financial compensation (not a discount) would suffice.  If you're not willing to do that, don't waste any more of my time.  I'll also make sure to inform my colleagues, family, friends and business associates of your practices so they can avoid using your services as well.
  
  
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:04/05/2024

  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.

  We rented a vehicle on March 28,2024. Since the very beginning our experience was the worst. All customer inside the office were mad and not satisfied with the service. We waited for almost an hour to get our rental vehicle, it was around 10pm when we finally got our car, it was dark and raining. ****** took a video of the car, and we signed the required paperwork. Upon returning the car on Monday April 1st,2024 at around 11am the person working there did an inspection and told us that there was damage to the front bumper (driver side) and we immediately denied any responsibility. He told us to sign a claim form stating what happened, so we wrote that we were not responsible for the scratches. Called a few days later to ask for or deposit and argued with the worker there, he said he was going to check the cameras and minutes later said that like I've told him before there was no way to prove that the said scratch was not there when we got the vehicle because again, it was late at night, and it was dark. The next day I received an email saying that we have to pay $996.81 for the damages. Damages that we didn't do and that was there before we got the vehicle. It's very disgusting to see that a lot of people are being scammed the same way we are. It's just so frustrating to see how companies like this are able to operate and scam people without any penalties. Worst company ever.

  Business Response

  Date: 04/12/2024

  Hello,

  We wanted to follow up regarding the recent experience you had with us. We understand the inconvenience you faced and would like to assure you that we take such matters very seriously. Our team is currently conducting a thorough investigation into your case to identify ways how your experience can be improved. We apologize for any inconvenience this may have caused you and appreciate your patience as we work to resolve this matter. Rest assured, we will keep you updated on our findings and any actions we take as a result of this investigation.
  
  

  
  Best regards,
  Drivo Rent a Car

  __________________
  
  
  Customer Care at **********************
  A: ***********************************
  P: ************                                               
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 04/16/2024

  
  Complaint: 21536653
  
  I am rejecting this response because:
  
  Weve called several times to talk to a representative at the location and every time they answer the phone and we start asking questions about this ridiculous situation, they hang up the phone. Very unprofessional and rude. Claim department is saying that the video shows no damage prior, but theres no way you can tell. Again, it was dark and raining when this video was taken. On previous days the employee as this location admitted that they cant actually tell by just looking at the video. Unfortunately we were ******* to the airport and didnt have time to look at the situation closely or wed have stayed longer and watch the video. This has never happened to us before with any rental agency, but on the other side there are plenty of complaints about the same situation happening to other people. So, this is something they do on regular basis and it should not be allowed to happen. 

  
  Regards,
  
  *************************

  Business Response

  Date: 04/27/2024

  Hello,

  We apologize for the delay in responding to your inquiry. We have been diligently investigating the matter and are currently awaiting a response from the third-party agency we are working with. Please rest assured that we are committed to resolving this issue as quickly as possible and providing you with a satisfactory outcome. Your patience and understanding during this process are greatly appreciated. We will keep you updated as soon as we have more information.

  
  Best regards,
  Drivo Rent a Car
  __________________
  
  
  Customer Care at **********************
  A: ***********************************
  P: ************                                               
  F: ************
  E: ***************************************
  W: **************************************

   

• Initial Complaint

  Date:02/13/2024

  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.

  I was charged $2000 for a barely visible small scratch on the rental car and I know it was ****** charged

  Business Response

  Date: 02/20/2024

  Hello, 

  We want to extend our apologies for inconvenience encountered. We kindly ask you to allow us some time to revise pictures of damage reported at the drop off and see what solution can be offered.

   

  
  Best regards,
  Drivo Rent a Car

  __________________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                               
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 03/11/2024

  The complaint has not been resolved  please look into this matter  thank you

  
  
  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:02/07/2024

  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.

  Recently, I rented a car to with Drivo. I was informed at the counter that I had insurance. Instead of the insurance I'd previously bought, they charged me for a whole new insurance package totalling $150 - the same amount I had been charged for the rental. Drivo is refusing to correct this error even though I did not know I would be charged.

  Business Response

  Date: 02/17/2024

  Hello, thank you for your message.
  
  We regret any confusion regarding the insurance charge for the recent car rental with Drivo Rent-a-Car. Our records indicate that the customer opted for our basic protection instead of providing their own insurance. The updated total, inclusive of the basic protection, was clearly communicated during the transaction. We value customer satisfaction and are willing to address any concerns.
  
  Best regards,
  Luke A.
  ______
   
   
  Customer Care at Drivo Rent a Car
  A* *** ******** **** ******* *** *****
  P: ************                                         
  F: ************
  E: **********************
  W: *********************

  Customer Answer

  Date: 02/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never given an updated total.
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:11/22/2023

  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 October 31 ***** I rented a car from drivo .They came and get the car with all my property inside the car ,after i realized the took the car,I drove to their office 30 minutes after they took their car and brought the car keys to them where I didn't want to have any of their belongings , when I arrived I was told that the car wasnt at the office ," they brought it to **********. At the office an agent provided me a business card and told me to call the next day . I've been calling them about my property, I get nothing but bad customer service. No one in my best interest or willing to help me , can't never speak to a manager no matter how many times I called and asked for the manager, they so rude.they kept on hanging up the phone on me , list of property I had in the car : 1) a metropcs android cell phone , 2) small Fendi pack that has my house key , my cologne, my credit card and my chime debit card ,also I had $2820 cash .One time I called the office they told me they had everything except the cellphone and the money are missing but they mentioned seeing my house key , ( my question is ? How would they know my house key were in the bag without open my bag or going thru it.This is ridiculous , they charge my credit card over $600 without my knowledge .Please someone help me . Have a bless Holiday .

  Business Response

  Date: 12/12/2023

  Hello, thank you for reaching out.
  
  We hope this message finds you well. Thank you for bringing your recent concerns to our attention. Please be advised that we are currently investigating the case, and we were trying to contact the customer multiple times, but the phone was not picked up. We kindly ask the customer to contact us at ************** or email us at *************************************** at their earliest convenience to discuss and resolve this matter. Regrettably, we must inform you that, due to the expiration of the rental agreement and the inability to reach you, the vehicle associated with your recent rental has been recovered. It has come to our attention that the car was in operation without a valid rental agreement at the time of recovery.
  
  Best regards,
  ************
  ______________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                            
  F: ************
  E: ***************************************
  W: **************************************