Complaints

This profile includes complaints for Carrentals.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Carrentals.com, Inc.

  1111 Expedia Group Way W Seattle, WA 98119-1111

• 

  CarRentals.com, Inc.

  655 Montgomery St Ste 600 San Francisco, CA 94111

• 

  Carrentals.com, Inc.

  1234 Westwood Blvd Los Angeles, CA 90024

• 

  CarRentals.com, Inc.

  655 Montgomery St Ste 600 San Francisco, CA 94111

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:04/07/2025

  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.

  Booked reservation through carrentals.com through ***********, rental car company canceled reservation, spoke to several agents through carrentals.com who told me I was eligible to be reimbursed for the amount I paid so far almost $300 dollars in 7-10days. I waited 14 days and contacted agency at ************** and when I did, I was told I would not be reimbursed. Then they asked me to list the several agents I spoken with and I said you should have it documented, each call. They played dumb and continued to tell me after waiting for my funds to be reimbursed I would not be reimbursed.

  Business Response

  Date: 04/08/2025

  08 April 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  RE: Expedia Case #*********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ******* regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ******* ******** (BBB case number ********) regarding a car rental booking. We understand ******* is requesting a refund for the car rental booking.
  
  Upon further research, we are unable to locate an Expedia account related to ********* complaint. We respectfully request that ******* provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address **************** concerns. Furthermore, ******* mentioned the booking book through ***********, which is not associated with Expedia.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ****** *****
  Global Traveler Resolutions Team 

• Initial Complaint

  Date:02/10/2025

  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 called to ask a question about my upcoming car rental reservation. The gentleman the phone thought I wanted to cancel my reservation, which I did not. He canceled it and said he cant fix what he did. I still need a car rental when I arrive to *********** in 4 days and I was charged a cancelation fee of $100. Carrentals.com is doing fraudulent transactions to their ************** of unauthorized cancelation was 2/10/25 Date of $100 cancelation 2/10/2025 (that I did not authorize)Date of rental is 2/13/25 - 2/16/25

  Business Response

  Date: 02/14/2025

  14 February 2025
  
  Better Business Bureau
  Expedia - ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # 07622816
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Mr. ******* ***** (BBB case number ********) regarding refund of cancellation fees.
  
  Our records show that Ms. ****** had booked a car rental in ********* from February 13, 2025, to February 16, 2025, under Itinerary# **************.
  
  Upon reviewing the booking details, the reservation was canceled; however, due to a technical issue, a 100 USD cancellation fee was deducted from the total amount charged. A review of previous contacts shows that the last representative processed a ***************************************************** 3000 on February 10, 2025, which will appear within 7-10 business days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Dhamandeep
  Global Traveler Resolutions Team

• Initial Complaint

  Date:02/03/2025

  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.

  I booked a rental through ***** online for January ***** in *********. Our plane was delayed so I did a ****** search for Hertz to check on our reservation. Somehow the number I called happened to divert me to carrentals.com. I asked if this was ***** and wanted them to check on my rental reservation. I was told that rental was canceled since I had not picked up the vehicle by 2pm the designated time. I found that odd but in a panic, I allowed them to book another vehicle for me at what I thought was the airport rental location. In the process, I tried to use my Amex to book and they told me their system with Amex was down. I should have found this odd as well but continued. Our group made our way to the Hertz counter at the airport location and to my surprise, my original rental WAS ready and not canceled. I paid for that and found that I was charged a deposit for the carrentals.com vehicle. I called them tonight and disputed this charge and their claim is that they recorded the call and I agreed that this was non-refundable. My retort was that if I had not been lied to about my Hertz reservation, I would have never agreed to book a replacement. I have already disputed this charge with my credit card company but I felt compelled to add to the many complaints to this very shady company. Thank you.

  Business Response

  Date: 02/04/2025

  4 February, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  Expedia Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ******* regarding an issue raised by our customer. We appreciate the ********************** ("********************") allowing us the opportunity to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Ms. ******* ****** (BBB case number ******** regarding a car booking. We understand Ms. ****** is requesting for a refund. Upon researching Ms. ****** complaint, the email address *********************** could not yield any itinerary number in our system.
   
  We would request Ms. ****** to share her Expedia itinerary number and email address used while making the booking. This will allow us to research this matter properly and resolve it accordingly.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******
  Global Traveler Resolutions Team

• Initial Complaint

  Date:01/24/2025

  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.

  On Jan 19th, 2025, I made a reservation through carrentals.com to rent a vehicle from Fox Car Rental. Upon my arrival at the airport, I provided my ID and credit card at the Fox Car Rental desk. I was informed that a security deposit would be held on my card until the vehicle was returned. Unfortunately, when I attempted to swipe my credit card, it was declined twice. After contacting my bank, I learned that an alert had been placed on my account because I had not notified them of my travel plans outside my home state. After notifying my bank of my travels, I returned to the counter to swipe my card again. However, my card was declined once more. I contacted my bank again, who confirmed that my account was in good standing and that they had to lift a block. The bank representative confirmed to me that the card was fully ready for use at that point. I returned to the counter but was denied service at the counter and informed that my reservation would not be honored due to suspected fraud. I was instructed to reach out to carrentals.com for a refund. I contacted them the same day and was promised a response within 48 to 72 hours. It has now been five days, and I have yet to hear back from anyone.When I followed up again, I was told that it would take an additional 24 to 48 hours for carrentals.com to hear back from Fox Car Rental. I was left without any clear answer regarding the potential outcome if Fox Car Rental does not respond.I would like to point out that I provided all necessary identification, including my reservation details, ID, and credit ******* in my name. If there were legitimate concerns about fraud, I believe that the authorities should have been contacted rather than denying my rental service without further investigation.This experience has caused significant inconvenience and frustration. I was forced to pay almost double to rent another car on the spot with another car rental agency.

  Business Response

  Date: 01/24/2025

  Good afternoon, ******* *********,

  
  My name is Lelde and I am a Complaint's Executive at ******************************.
  
  Unfortunately, I was unable to locate your booking in our systems. Could you please share the 9 digit reference number that we have sent you in conformation email?
  

  
  Please be advised that we are not associated with carrentals.com. If you have booked a car through their website, I would advise to contact them directly.

  
  Thank you.

  
  Regards,
  Lelde

  Business Response

  Date: 02/06/2025

  February 6th, 2025. 
  
  Better Business Bureau  
  ******* & N. Illinois 
  Complaint Department 
  
  RE: Cheap Tickets Case # ********
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact Cheap Tickets regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Cheap Tickets is responding to the consumer complaint from ********* ******** (BBB case number ********) regarding refund request of your reservation booked with Fox Rentals Car under itinerary 72060799151582.
  
  Please know the car rental team has informed us they have marked you as No Show, I have initiated a refund of 263.01 USD in Mr. ********** original form of payment. The money should be credited in their **** card ending in XXXX-7564 within 5-7 business days. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Thanks,
  ***** *****
  Global Traveler Resolutions Team.

• Initial Complaint

  Date:01/01/2025

  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 booked a rental with Hertz through carrentals.com . It was a special where you pre-pay and it's non refundable. I paid with a debit MasterCard. The money came out of the account. When I went to ***** they told me that they could not accept my reservation because I used a debit MasterCard and I would have to take it up with the third party booking site I chose to rent the car through. I was forced to pay for a second rental using a standard credit card. In good faith I originally booked and paid through carrentals.com and thought I was secure that there were no issues since money was taken from my account. This is a huge deal. I am not granted a refund because according to them this is not their problem. This is a scam.

  Business Response

  Date: 01/10/2025

  January 10, 2025
  
  Better Business Bureau
  ******, ****** & Western Washington
  Complaint Department
  
  RE: CarRentals.com Case #*******
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  CarRentals.com is responding to the consumer complaint from ********* Prorok (BBB case number ********) regarding the hotel reservation under itinerary 72991044947822.
  
  We are sorry for the issues Ms. ***** encountered with her car rental reservation.

  After thoroughly reviewing their case, I would like to inform that the supplier has approved a full refund for the reservation. Despite the original non-refundable terms associated with the special offer, the circumstances surrounding the refusal of their reservation due to the use of a debit MasterCard were considered, and the supplier has agreed to process a refund as a gesture of goodwill.

  We have processed a refund of $186.88 USD to their MasterCard ending in XXXX-9188. Please note that the refund may take 7-10 business days to be reflected in the account, depending on their bank's processing times.

  If you have any further questions or concerns regarding this matter, please feel free to contact us. 

  Sincerely,
  Harrysha
  Global Travel Resolutions Team

  
  

• Initial Complaint

  Date:06/24/2024

  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 booked a reservation for a vehicle that was supposed to be picked up on April 11th 2024 in ********* **. To which we were told we could reserve and pick up the car with a digital card. When we arrived to pick up at Sixt car rental, they stated no digital cards were accepted. Given that the person on the reservation did not have a phisical card to pick up the vihecle We were forced to cancel the reservation we originally had with Rentalcar.com to rebook a new reservation directly with Sixt through another person which had a physical card. Given that the issue wasnt our fault and out of our control rentalcar since we were missinformed, we called and was told we were going to be given a refund, which later the same day they refused. We fought it with our credit card only to be told we need to pay for the car we never got from them. I will never rent a car through them never again, their customer service is rude and will yell at you when requesting the refund.

  Business Response

  Date: 06/27/2024

  June 27,2024
  
  Better Business Bureau 
  ******,****** & ******************
  Complaint Department
  
  RE: Carrentals.com Case # SF- 03084402
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Carrentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Carrentals.com is responding to the consumer complaint from *********************************** (BBB case number ********) regarding a car reservation.
  
  We request that ******************** provide us with the email address or phone number used to book the reservation and the itinerary number. The requested information will enable us to address Mr. ********* concerns appropriately. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Thank you,
  ***************
  Global Traveler Resolutions Team
  Carrentals.com

• Initial Complaint

  Date:06/14/2024

  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.

  I thought $338.46 plus $44.00 for insurance was a great deal for a 4-day car rental in ****** through CarRentals.com. Boy, was I wrong.First surprise: after booking, the confirmation email including the insurance policy came from Expedia. Turns out, CarRentals.com is an **************** Fast forward to ******. At the Alamo counter, I was informed that the insurance I purchased through CarRentals.com was useless. The agent advised me to go directly through them next time and said I had to buy new insurance and seek reimbursement from CarRentals later.The total charges skyrocketed to 870 (about $930.77), nearly triple the original booking amount:214.12 for time and distance ***** for premium location charge ***** for RFO 96 for a vehicle upgrade (although I didn't get an upgrade)16 for personal effects coverage ***** for TWR 110 for CDW ****** for taxes and fees (TVA - TN)How about these cryptic acronyms in my invoice? Being obscure is a choice, and it's right there in the Alamo contract. Not a good look for them.Back in ********, I discovered CarRentals.com has no customer service number, just an unhelpful bot that directed me to *** surprise, surprise, they were the policy providers. I called ***, and TravelGuard answered. Hilarious. Through TravelGuard on the phone, I opened a ticket that remains pending.As a broker, CarRentals.com is not well-positioned to represent all the nuances of the charges in great detail, leading to a massive mismatch in expectations. With each company taking a cut, it's no surprise that the user experience is awful and the prices are inflated. A single entity managing car rentals would greatly improve the experience and lower costs. Until then, avoid CarRentals.com by Expedia and book directly with a reputable agency if only I knew which one.

  Business Response

  Date: 07/03/2024

  July 03, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03048335
  
   Dear Better Business Bureau,
  
   Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ***************************** (BBB case number ********) regarding the extra charges done by rental provider. 
  
  Our records indicate on April 20, 2024, **************** booked an Economy 4/5Door Car reservation under itinerary ************** for five adults. 
  
  Upon reviewing the details, weve determined that the charges in question are not mandatory. we reached out to Alamo car rental, and they confirmed that the rental agreement **************** signed upon pickup included all the charges listed in the invoice (such as AEP, CDW, and RAP etc.). Additionally, **************** opted for a vehicle upgrade, there was an additional charge for refueling the vehicle. While we appreciate your understanding, it appears that the rental provider has a signed agreement covering all charges, and unfortunately, we cannot make further adjustments.

  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team
  

  
  

• Initial Complaint

  Date:06/09/2024

  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.

  I have been trying to discuss this is issue with CarRentals for over a month. Firstly, they will not discuss on the phone and have told me this can only be done over email. However, we have now gone in circles which is why I am trying to escalate to here. I prepaid for a car rental and their business charged my card. On the day of my rental, because the vehicle type I selected was one that the the rental shop never carried, I had to get a whole new car at an upgraded price. So I paid full price (which an upgrade premium). I have now tried to get CarRentals.com to refund me the prepaid amount, but they refuse because they said the car rental shop wont refund it. However that charge was not made by the car rental shop but by CarRentals.com.

  Business Response

  Date: 06/18/2024

  June 18, 2024
  Better Business Bureau
  E.com - ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ******************* (BBB case number ********) regarding car rental reservation booked under Itinerary 72833261297282.
  
  Our records indicate that ******************* booked a car rental booking for 2 days on May 18, 2024. However, on the pick-up day, the car type booked was not available, so he had to purchase an upgraded car which costs 80USD/day extra.
  
  We contacted Dollar car rental and was advised that the upgrade was accepted by ******************* and they will not refund the fee charged for car upgrade. Unfortunately, we cannot process refund on behalf of vendor. Please note that CarRentals.com serves as a third party intermediate and has to abide to the vendor's policy.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *******
  Global Traveler Resolutions Team

• Initial Complaint

  Date:04/15/2024

  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.

  This happened on April 7th of 2024. i went to the website carrentals.com, prepaid for a car from the 7th to the 14th. When I went to pick up the car, the business Greenmotion said I need to purchase their insurance. Nothing on the carrentals website says that I need to purchase their insurance. I have my own insurance that covers everything. They denied me the rental and kept my money. I contacted carrentals and they are dodging me with excuses. They collected my financial information and charged my credit card. They said they will contact GreenMotion and give me an answer within ********************************************************************************************************************************* my money, This is misrepresentation, deceiving the public and they are not being liable for their faults. This is a scam.

  Business Response

  Date: 04/17/2024

  17 April 2024
  

  Better Business Bureau
  ***********************
  Complaint Department
  
  RE: CarRentals.com Case # ********
  

  Dear Better Business Bureau,

  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer.

  We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  CarRentals.com is responding to the consumer complaint from CarRentals.com (BBB case number ********) regarding a Car rental booking. We understand ***************** is requesting Car rental booking refund
  Upon further research, we are unable to locate an CarRental.com account related to ***************** complaint. We respectfully request that Miss provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ****************** concerns.

  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  ***********************
  Global Traveler Resolutions Team

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21579988
  
  I reject their response! How can they say that they cannot find my reservation if I am providing my trip number and the credit card statement proving that I had a booking and they charged my credit card? when I go online to carrentals.com I still see my reservation. This is absurd.
  
  ***********************

  Customer Answer

  Date: 04/17/2024

  EMAIL ADDRESS USED IS ******************* AND THE **** NUMBER IS **************

  Business Response

  Date: 04/24/2024

  24th April 2024
  
  Better Business Bureau 
  
  ***********************, *************
  Complaint Department
  
  RE: Carrentals.com Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  CarRentals.com is responding to the consumer complaint from ****************************** (BBB case number ******** ) regarding Car rental booking. 
  
  Our records reflect Car rental booking under itinerary number **************, from 07th April 2024 to 14th April 2024. We understand ***************** is requesting for refund.
  I checked with car rental company Greenmotion, according to their terms & condition they dont honor all insurance brands . ***************** had an insurance which is purchased out of ***, which is not eligible for car rental according to Greenmotions policy.
  They offered a better insurance option which allows ***************** to avail car, also Greenmotion confirmed her Credit/debit card wasnt eligible to be used for security to avail car rental.
  Hence ***************** couldnt avail car which she booked. For detailed information about the Car rental policy log on to ***************************** .
  We respectfully deny Miss ******* refund request.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Ashish
  Global Traveler Resolutions Team
  
  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21579988
  
  I am rejecting this response because: first of all, I have never tried to pay with a debit card, I have an international credit card, they charged that card and my international credit card has insurance that fully covers any accident with a rental. As per ********** of ************ General, they cannot make people purchase their insurance just because they want to make money out of insurance. GreenMotion is a scam, the owners had a lot of trouble with the law for scamming people, Carrentals.com is the company that I rented from and they have to be liable for the misrepresentation. They are lying about everything. They charged my CREDIT CARD, denied me the rental and should not keep my money. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/24/2024

  It just became clear that The Better Business Bureau is useless and careless about businesses scamming the public.

• Initial Complaint

  Date:03/20/2024

  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.

  I booked a reservation online a month prior to the rental date ( to pay at check in on 3/13/2024 3:30am in ***** *********** AirPort (531.33)Was then told at desk that it was $842.49 plus ****** retainer it was 4:00am so I had to pay or start of a ruined vacation. The attendant also copied my drivers **************** card and the last she didnt return. Till a colleague of her called me to say she found it at copy machine. So also had to return to airport two towns away from where I was staying, to collect my credit card.

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  Better Business Bureau  
  Carrentals.com, Inc.
  Complaint Department
  
  RE: CarRentals.com, Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact CarRentals.com regarding an issue with our customer. We appreciate the ********************** ("********************") allowing us time to address the comments and concerns brought to our attention.
  
  CarRentals.com is responding to the consumer complaint from ******************************* (BBB case number ********) regarding a Car rental reservation.
  
  Our records indicated that on February 06, 2024, the traveler booked a Car rental itinerary using the Car Rentals.com website under itinerary **************. The pick-up was on March 13, 2024, and the drop-off was on March 19, 2024, at **************************, *****, with Thrifty Car Rental.
  
  After receiving this complaint, we reviewed the itinerary ************** and contacted Thrifty Car Rental, who informed us that ********************** never picked up the car with Thrifty Car Rental on the pick-up day. We would like to ask ********************** to provide us with a payment invoice from Thrifty Car Rental to help him further.
  
  While we regret that ************************** experience was not as we hoped, we thank you for allowing us to address the issues brought to our attention. 
  
  Please contact us if you have any further questions.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team
  
  

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21463186
  
  I am rejecting this response because:
  I picked up the vehicle they just tacked on over $300& some on extra charges. To top it they didnt even have the vehicle or similar at the time of pick plus the agent asked for my credit card 3xs to photo copy it and never returned it. I had to take half a day from my limited time vacation to travel back to ***** (a town I wasnt vacationing in) to pick up my credit card.
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/03/2024

  Itinerary # **************
  They state I never picked up the rental . they kept my credit card, from the 3xs they photocopied it. Had to return the next day wasting gas and precious vacation time. Because the agent left it in the copy machine and a colleague of hers called me ,that morning to inform me of the prior agents mistake , to pick it up at my convenience. Inconvenient at most

  Business Response

  Date: 04/04/2024

  April 5, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I thank ******************************* for sharing the bill from Thrifty. I have reviewed the bill and have found that the tax amount was higher than stated in the original booking by CarRentals.com. Our booking showed the tax amount as USD *****; however, the actual tax ****** paid was USD ******. I am offering to refund USD ***** to ******; however, I'll need her card details to process the refund. {Please don't share the card details in writing on this BBB portal}. Please let me know when I can call along with the phone number, and I'll call ****** to refund USD *****. 
  
  I see that Thrifty has also charged USD ****** for insurance. I wish to highlight here that it was mentioned in the booking details on CarRentals.com that the car rental may charge for mandatory insurance. Therefore, CarRentals.com is not liable to refund this amount, as it was duly advertised in the booking details by us. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team

  Business Response

  Date: 04/20/2024

  April 5, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I contacted ****** and have refunded a total of USD ****** to his **** card ending in 2487. This amount includes:
  a: The excess tax charged to him for USD 82.36
  b: Goodwill refund of USD 47.64
  c: Refund of the deposit amount of USD 100.00
  
  During my phone conversation and with this refund, we have reached a resolution to this case.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team

  Business Response

  Date: 04/20/2024

  April 20, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I contacted ****** and have refunded a total of USD ****** to his **** card ending in 2487. This amount includes:
  a: The excess tax charged to him for USD 82.36
  b: Goodwill refund of USD 47.64
  c: Refund of the deposit amount of USD 100.00
  
  During my phone conversation and with this refund, we have reached a resolution to this case.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team