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:05/28/2025

  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.

  I rented a car from the company on 4-18-25; the car I was originally given was filthy, outside and inside. The representative (Charon) at the desk offered to put me in a different vehicle. She pulled a few keys from a box and proceeded outside. She walked through the lot looking at different cars and finally switched us to a different car, filthy outside but it was a little better inside; compared to the first car she tried to rent out. The representative then told me she would have to charge me an upgrade fee because it was not the same car as the first (dirty) car she tried to rent to me. I needed to get on the road so I accepted. The following day While using the rental I noticed the windows did not work. I contacted company several times to rectify the situation. They advised to take car back to the location in *** Vegas. Stated I was four hours away. They did not have location in ********** to switch cars. When I turned car in the representative (******) stated he would have the supervisor discount my rental agreement because of the issue. He also stated the car should not of been rented that it had been flagged for not to be rented He stated I would receive email from the supervisor regarding discount/refund. I never received email or any refund. Ive called several times no response. I then went back to the office and spoke to a representative at the front who pulled my contract up and read through all the notes from my phone calls. She stated supervisor was not in but she would have him call me the following day (5-12-25). As of 5-15-25, no response. I explained I wanted some sort of refund.

  Business Response

  Date: 06/12/2025

  Hello,
  Please note that this complaint pertains to our Las Vegas location. Kindly forward the matter to their team directly at ***************************** so they can assist you further.

• Initial Complaint

  Date:04/07/2025

  Type:Order 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.

  Date of transaction: 1/29/2025 - 2/2/2025 Amount: $59.96 for unnecessary and redundant collision damage waiver Bottom line up front: I attempted multiple times to explain and show evidence of my coverage in person at the rental counter but the rental car *** refused to accept my explanation of my insurance coverage or GEICOs explanation (15 min phone call) of my insurance coverage or that I was covered by my credit card and forced me, using pressure and deceptive tactics, to get redundant unnecessary coverage in order to honor my car reservation. Their claim is that since my insurance declaration page did not include "loss of use" the only way to rent the car is to pay for their commission based CDW. They did it to other customers that day as well.Per my Navy Federal Credit Card: With your Navy ************ or Mastercard, you automatically have Collision Damage Waiver (CDW) coverage when you rent a car for 15 days or less and pay for the rental with your covered rewards card. The *** coverage is secondary to any other applicable insurance or coverage available to you.Coverage includes physical damage and theft of the rental vehicle, reasonable towing charges, valid loss-of-use charges imposed by the auto rental company, as well as your deductible and any other eligible amounts not covered by other insurance. Only you, as the primary renter of the vehicle, and any additional drivers permitted by the auto rental agreement are covered.******************************************************************************

  Business Response

  Date: 04/13/2025

  Please be advised that the customer has reviewed, agreed to, and signed for the *********************, which includes coverage for loss of use. The associated charges were clearly explained, and the customer acknowledged and accepted them at the time of signing.

  Business Response

  Date: 04/14/2025

  Please be advised that the customer has reviewed, agreed to, and signed for the Partial Damage Waiver, which includes coverage for loss of use. The associated charges were clearly explained, and the customer acknowledged and accepted them at the time of signing.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23031275
  
  I am rejecting this response because the coverage was duplicate and unnecessary.  Given the evidence provided, the manager should provide a refund.  In ******, loss of use coverage in car insurance is not explicitly required by law, but it's generally included as part of property damage coverage. Nevada's minimum insurance requirements focus on liability (bodily injury and property damage).This rental car company will continue pressuring customers using deceptive and pressure tactics to force customer into paying for unnecessary and commission-based services in order to honor the reservations.  This coverage is not compulsory, and they will continue to mislead and overcharge customers until someone makes them accountable. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/14/2025

  We can confirm that the charges in question were agreed upon and acknowledged by you at the time of signing the rental agreement. A copy of the signed contract was also emailed to you for your records.
  Additionally, our internal notes indicate that there was no formal dispute raised regarding the charges at the time of signing. We also understand that you contacted your insurance provider and confirmed that loss of use was not covered under your policy.
  Based on this information, the charges remain valid and applicable as per the terms outlined in the rental agreement.

  Business Response

  Date: 04/14/2025

  Date Sent: 4/14/2025 3:02:55 PM
  We can confirm that the charges in question were agreed upon and acknowledged by you at the time of signing the rental agreement. A copy of the signed contract was also emailed to you for your records.
  Additionally, our internal notes indicate that there was no formal dispute raised regarding the charges at the time of signing. We also understand that you contacted your insurance provider and confirmed that loss of use was not covered under your policy.
  Based on this information, the charges remain valid and applicable as per the terms outlined in the rental agreement.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23031275
  
  I am rejecting this response because the original reservation and the rental contract was paid secured using my Navy Federal Credit Card which explicitly states that "With your Navy ************ or Mastercard, you automatically have Collision Damage Waiver (CDW) coverage when you rent a car for 15 days or less and pay for the rental with your covered rewards card. Coverage includes physical damage, valid loss-of-use charges imposed by the auto rental company, as well as your deductible and any other eligible amounts not covered by other insurance. Only you, as the primary renter of the vehicle, and any additional drivers permitted by the auto rental agreement are covered."  I presented the credit card at the time of the transaction and also indicated that my credit card had the loss of use coverage but the rental car company refused to accept my credit card benefits and forced me to pay for the duplicate commission based coverage.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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.

  This location is scamming people out of money. Our rental total was supposed to be $184.51 ( with all taxes and fees) - Then on site the company charged us $307.14. When we called to question the charge they stated we were being charged for tire and windshield coverage which we were told in person was included at no cost because of all of the construction in the area. The call we made to the company which was on a recorded line - customer service member Kenardo said if we go back to the pick up location in person our account would be noted and the amount refunded. We then did so and the local location states that advantage as a company doesnt make their local rules and they refused to refund us the money. We then called back to speak with corporate as they were the ones who told us to go in person - the account would be noted and that the call was recorded and then they stated that they could not give us the refund either and that there are no supervisors to speak with or anyone above them. Our previous call and promise of a refund no longer matter.

  Business Response

  Date: 03/03/2025

  This complaint is for our Las Vegas location. Please have Mr. ****** contact ******************************************* for assistance. 

  Customer Answer

  Date: 03/22/2025

  Location dealt with attached.

  Business Response

  Date: 04/21/2025

  Please be advised that the customer agreed to and signed for both the Tire and Windshield Waiver. The rental agreement, including details of all selected protections, was provided to the customer via email. At no point did the customer return to decline or remove any of the accepted coverages.
  As such, all associated charges are valid and in accordance with the signed rental agreement.
  Should you require any additional documentation or clarification, please do not hesitate to contact us.

  Business Response

  Date: 04/21/2025

  Date Sent: 4/21/2025 1:05:38 PM
  Please be advised that the customer agreed to and signed for both the Tire and Windshield Waiver. The rental agreement, including details of all selected protections, was provided to the customer via email. At no point did the customer return to decline or remove any of the accepted coverages.
  As such, all associated charges are valid and in accordance with the signed rental agreement.
  Should you require any additional documentation or clarification, please do not hesitate to contact us.

  Customer Answer

  Date: 04/22/2025

  The response from the car rental company is a lie. We did return in person and they refused to remove any of the charges after we were told on the phone to return to the store and we would be refunded. The store specifically told us they make their own rules and refused to refund the fees unless we gave the car back completely and were left without a vehicle. I have dates and times we went back to do this and we will also be on their cameras in the store. Proof this is a lie of a response. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22977623
  
  I am rejecting this response because:

  The response from the car rental company is a lie. We did return in person and they refused to remove any of the charges after we were told on the phone to return to the store and we would be refunded. The store specifically told us they make their own rules and refused to refund the fees unless we gave the car back completely and were left without a vehicle. I have dates and times we went back to do this and we will also be on their cameras in the store. Proof this is a lie of a response. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/21/2025

   The customer agreed and signed for the total payment amount, which included the Tire and Windshield Protection. This protection was properly explained during the process, including the associated charges. While the customer declined to sign the specific Tire and Windshield Protection addendum, the customer verbally accepted the coverage and acknowledged that any related damages would be covered by us.