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:09/19/2023

  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 rented a car from this business in on June 16. 2023. I was contracted for a price which I paid. I went to **** for two days and the car rental place charged me for 8 days and added extra charges that was not in contract! I called **** as they said I should on yelp, he refused to get on the phone or return my call!! I check the mail Saturday and they reported to a collection agency that I owe them another 133$ they told the agency that the mailed me letters and called me and that is not the truth! I blocked on yelp and they have done this to multiple customers!

  Business Response

  Date: 10/09/2023

  Hello, Please be advised that the customer was provided with information about our Geozone Violation Fee, accepted the terms, and picked up the vehicle. We have tried to reach the customer through email and direct messages on review platforms; however, we couldn't reach her via phone call. It was approved by our location supervisor that we can provide a $140 refund as an exception. We will once again try to reach out to the customer and will try to resolve the issue with the customer correctly and fairly.
  
  Best regards,
  ************
  ______________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                          
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 10/10/2023

  [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. I also wanted to add, it was very difficult to except this resolution but I did receive some money back and they did agree to take it off my credit report. **** is not available by phone or any other means although he states that I can call him. I have never had a conversation with him nor has he reached out to me.
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/24/2023

  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 rented a ****** Corolla from them on 7/17/23. The key was in the ignition; I drove the car to Warwick, **, 100 miles away. When I took the key out of the ignition, the blade fell out of the fob. I called them, and they said I must have broken the key or fob, and told me they had arranged a repair at ***************** 20 miles away from me. I was supposed to call them back to arrange towing; they were impossible to reach at that point so I had the car towed myself. ********* had apparently not been told that the problem was only with the blade (a cheap and easy repair) not the fob (a very expensive repair), nor that I still had the fob; they went ahead replacing and electronically installing the key, to the tune of $492. They had not finished the repair by the time I was due to fly home, so I was forced to leave the car with them; subsequently Drivo towed the car back, charging me $250. My complaint is that a) I didnt break anything - the blade was free of the pin in the fob when I got the car (I say this because I did nothing with the key before it fell out. and b) even if I was responsible for the blade coming loose from the fob, this should have been a cheap and quick repair. If Drivo had told Crestmont that the only problem was the blade being loose, they would have just fitted a new blade to the fob. I do want to admit that after the blade fell out of the fob It bounced somewhere in the car and I couldnt find it again, so they would have had to get a new blade. But this is very cheap, and doesnt need me to tow the car to them. I would have gotten the car back immediately, and there would have been no tow. I upload no supporting documents, since Drivo has the contract and an invoice from Crestmont.

• Initial Complaint

  Date:02/28/2023

  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.

  The company is forcing/pressuring renters to add their Insurance to the rented vehicle. They claim that you must provide proof of insurance or they must add their own. I was told this is their policy, however it is NOT in writing anywhere. Not on their terms and conditions, policy, or signed agreement. I couldn't find where it states that and the representative couldn't tell me where either. They absolutely refuse to take ownership for forcing someone to add insurance when is written as optional. My son added insurance because he had no option as he had to drive to pick up a tuxedo for a wedding he flew in for. This location on the rental agreement is 430 Route 1. I looked at other reviews with the same issues and decided to file a complaint.

  Business Response

  Date: 03/10/2023

  Hello, hope all is well.
  
  Thank you for contacting us.
  
  We sincerely apologize for any inconvenience. Could you please provide a rental agreement number so we could come up with a fair and amicable resolution.
  
  Thank you for your time, we are looking forward to hearing from you.
  
  Best regards,
  ************
  __________________
   
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                                
  F: ************
  E: ***************************************
  W: **************************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair 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.

  Feb 2, 2023. I reserved a vehicle in advance. Got to the rental company waited 45mins for help. I got the same agent I had 2 weeks ago and she said she remembered me. I told her I was back for a funeral. I gave her my info she said I can't rent you a car you took the bus to NY. I said I've been ************ for years. I did not fly each time. I asked to speak with the manager who told be the same thing. I told him due to a health issue I cant fly at this time. I proceeded to ask if I needed a doctors letter. He said that won't help we only rent to people who fly in...this is not stated on ths website. He told me there are 8 other companies you can rent from and that was it. I left alot of customers in the line complaning which seems to be the norm with these owners.... Previously the exprience was much better. I would like to see where it states that you must fly in. Also knowing that I was attending a funeral and I have a medical condition with a pre reserved car how is this allowed?This business should be mystery shopped and held accountable for their lack of professionalism.

  Business Response

  Date: 02/27/2023

  Hello, hope all is well.
  
  Thank you for contacting us.
  
  We sincerely apologize for the inconvenience. Both flying in&out and local customers are welcome to rent with us. Could you please send us a confirmation number of your reservation so that we could have a chance to provide you with a fair and amicable resolution?
  
  If you want, you can reach out to me directly by calling at ************ or email at *******************************. 
  
  Best regards,
  ************
  __________________
   
  
  Customer Care at **********************
  A: ************************************************************** style="background-color: rgb(255, 255, 255); color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px;">P: ************                                                
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 03/13/2023

  
  Complaint: 19344556
  
  I am rejecting this response because:

  My complaint was not resolved. I was asked for my reservation number which I provided to the company and have not heard back from them. 

  I did not respond to the questionnaires inquiring about if my issue was resolved or not because I had to answer them first. If I said "no"5 it would not have given them a chance to get back to me.... Same as if I said "yes "and no formal resolution took place. Is there a way to reopen my complaint? I will send out another email to the company and try to get an answer. 

  
  

  Kind regards,

  
  

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

  
  

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