Business Profile

Auto Rentals and Leasing

Carrentals.com, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

Customer Complaints Summary

39 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/29/2023
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.
I reserved a car with Routes Car Rental through Car Rentals.com, for October *****. I called the day before to make sure I would be arriving during their business hours. I arrived at the *************** at 8:30 pm and phoned the number that was provided by Routes car rental for a pick up to get the car. No one answered. I called several times. I was unable to pick the car up because they did not answer the phone and did not send the required shuttle. I had to take a very expensive Uber to my hotel and appointment the next morning. I contacted Routes Car Rental and was sent an email with an apology. The email stated that Car Rentals.com should provide me a refund. I will attach the email. Car Rentals.com is still refusing to issue the refund.
Business Response
Date: 12/04/2023
December 04, 2023

Better Business Bureau
******, ****** & Western **********
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 traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.

Carrentals.com is responding to the consumer complaint from *************************** (BBB case number ********) regarding the refund of a car booking. Our records indicate that on 7th Oct23, ************** made a car rental booking with Routes for 16th Oct23 with itinerary reference **************. We did not find any communication with the frontline team.

Upon receiving the complaint from BBB, we contacted the supplier to verify the refund approval but did not receive a favorable response. ****** informed us that ************** did not show up at the pick up counter and was marked as noshow. Accordingly, they did not approve a refund on the booking.

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.

Regards,
***********************
Global Traveler Resolutions Team

Customer Answer
Date: 12/04/2023

Complaint: 20932594

I am rejecting this response because:
The refund was approved by Routes see attached email. I tried to pick up the car but they were not there to pick me up. They agreed they were at fault.
Sincerely,

***********************
Business Response
Date: 12/11/2023
December 11, 2023

Better Business Bureau
******, ****** & Western **********
Complaint Department

Re: Carrentals.com case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from *************************** (BBB case number ********). We regret to hear ************** did not accept our resolution offered.

We have reviewed the email attachment shared by Ms. ****** and have contacted the Routes staff again with the new information. Routes have apologies for the miscommunication and approved the refund. Accordingly, we have processed a full refund of USD ***** to the card ending with XXXX-****, originally used to book the travel. The refund will reflect in the account with in 5 to 7 working 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.

Regards,
***********************
Global Traveler Resolutions Team
Initial Complaint
Date:11/23/2023
Type:Product 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.
Dear Better Business Bureau,I hope this letter finds you well. I am writing to file a complaint against CarRentals.Com regarding a recent experience I had with their business practices.On [7/16/23], I made a purchase from CarRentals.com for a vehicle rental from their partner company FoxRentACar using my debit card for payment. To my surprise, I later discovered that they required a Credit Card not a Debit card, and this information was not disclosed to me during the transaction. The transaction was processed but when I learned this information FoxRentACar cancelled the rental. They asked that I contact CarRentals.Com to cancel as well and issue a refund. They have refused to issue a refund to this day. I believe this practice is misleading and unfair to consumers, as I was not informed that using a debit card would result in a big ordeal. I attempted to address the issue directly with CarRentals.Com customer service, but my concerns were not adequately addressed. I believe it is important for consumers to be fully informed about any potential issues associated with their payment methods to make informed decisions.I kindly request your assistance in investigating this matter and facilitating communication between myself and CarRentals.Com to resolve the issue. I appreciate your attention to this matter and look forward to a fair resolution.Thank you for your time and assistance.Sincerely,*********************
Business Response
Date: 11/26/2023
Nov 26, 2023

Better Business Bureau
********, **
Complaints Department

RE: ********

Dear Better Business Bureau,

Thank you for taking out 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 in reference to the correspondence received from ************************* (BBB case number ********) regarding her rental car booking.

Upon researching ***************************** complaint, we were unable to locate the itinerary related to the provided information. The itinerary number was not specified in the complaint and the information provided did not yield any results in our system. Please have the customer provide their itinerary number and email address used at the time of booking so we can locate their account. This will allow us to research this matter properly and resolve accordingly.

If you have any further questions or concerns, please do not hesitate to contact us.

Kind regards,
***************************
Global Customer Resolutions Team
Initial Complaint
Date:09/17/2023
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.
Date of the transaction: 9/3/23 Amount of money paid: $80.60 Business committed to provide: Ability to modify my booking in *************** of the dispute: I contacted the agency several days in advance to my reservation to modify my booking as my flights had changed. I just needed to pick up the car 3 hours early, but they said they couldn't modify the booking and I would have to cancel my booking and re-book. They said I would be charged a $50 cancellation fee and only receive a refund of $30. I asked them to waive the cancellation fee since the flights changing was completely out of my control and that I would just be re-booking with their company anyways and they would still get my money through re-booking. Business has not tried to resolve the problem. Itinerary #************** Confirmation# K6041501740 Logging into the reservation give me the option to modify the booking. When I tried to modify it, it told me to contact customer service instead.
Business Response
Date: 09/18/2023
19th Sep 2023

Better Business Bureau
E.com - ******, ****** & Western **********
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 a car rental reservation.

Our records indicate that on 03rd Sep 2023 ******* made a car rental reservation with Dollar Rent A Car. We understand ******* is requesting a refund for the cancellation penalty.
I am sorry to hear about the hassle they had to face while trying to change this booking.
Please know that as an exception, I have processed a refund of USD ***** to the original form of payment to their **** cad ending with XXXX-****. Please be aware that we are trying our best to make refunds a hassle-free experience for all our travelers, and they can expect to see the amount appear in their bank account in the next 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.

Sincerely,
Sheetal
Corporate Correspondence Team
Customer Answer
Date: 09/18/2023

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.

Sincerely,

***************************
Initial Complaint
Date:07/28/2023
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.
Hi! I booked car rental with confirmation number **************. I was at airport to pick car an the person was very rude and made me wait for 1.5 hr to get car. There was no one to help or answer and he was very rude.. Also the car had visible damage and It was very dirty inside. It was smelling like someone smoked inside. This is not what I booked for. The person on desk did not allow me to change the car or even answer my questions. He was very rude and just told me to take the car or leave. I am happy to share pictures of how bad the car was inside when I picked it. I want the issue to resolved or else I will dispute the charge with my bank
Business Response
Date: 08/08/2023
Aug 8, 2023

Better Business Bureau
******, ****** & Western **********
Complaints Department

RE: ********

Dear Better Business Bureau,

Thank you for taking out 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 in reference to the correspondence received from ************************* (BBB case number ********) regarding the refund of a used car rental booking .

Our records indicate that on 23 JUL 2023, the traveler booked a pay now rental car with Dollar Rent A Car for the dates 25 JUL 2023 - 26 JUL 2023. We are sorry to learn about the difficulties encountered by the traveler with the booking.

We understand that the traveler is seeking a refund of the used car booking.

Please know that we have investigated the case and we can confirm that the traveler contacted our support team on 28 JUL 2023, after completely utilizing the booking. The traveler asked for a full refund stating that the car vendor did not provide the good service and he was not satisfied with the car quality. Since the booking was already used, therefore, we could not approve the refund request.

We understand that the traveler is seeking a refund, however, Expedia serves as a third party intermediary for our travel providers and our travelers. Therefore, any refund that our traveler may receive must be authorized or issued by the travel provider pursuant to their refund policies.

In this case as the booking is completely used and also, the traveler did not contact us while he was facing the difficulties with the booking so that we could have called the car vendor and to arrange an alternate option or to approve a refund. Accordingly, we are unfortunately unable to accommodate any refund request. We wish our response could have been more favorable to you, but we are unable to do so.

We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.

If you have any further questions or concerns, please do not hesitate to contact us.

Kind regards,
***************************
Global Traveler Resolutions Team
Initial Complaint
Date:07/17/2023
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 reserved a car on carrentals.com with Routes. The day I was travelling I called to confirm the res and let them know my flight may be slightly late. They said they would note it. I still arrived to the rental location within 1 hour of my original reservation, however the wait was long. By the time I got to the counter they said my reservation timed out and there was nothing they could do. I was still charged. Carrentals.com claims that Routes will not waive the charge, yet Routes said to contact carrentals.com. My bank reversed the fee, and Routes/carrentals denied the dispute and I was re-charged. I just want a refund. I did not cancel, nor was I a no show. I was there in the office to pick up my rental and I communicated with them prior to pick up, yet they did not fulfill their agreement with me. I do have a witness who was with me at the car rental place as well. The itinerary number was **************. It was for April 19th-23. Please help. Thank you.
Business Response
Date: 07/11/2023
I am writing this letter to sincerely apologize for the unfortunate experience you encountered during your recent reservation with our company. We deeply regret any inconvenience or frustration this may have caused you and assure you that we take your feedback seriously.
First and foremost, we want to emphasize that we are truly sorry for what happened that day. As a company, we always strive to provide the highest level of service to our valued customers, and it is disheartening to learn that we fell short of meeting your expectations on this occasion.

Upon investigating the matter thoroughly, we are unable to identify the exact reasons behind the response you received regarding your reservation. It is against our policy to deny or dishonor any reservations, even during periods of high demand when our fleet is fully booked. Our primary objective is to ensure that our customers have a positive experience, and we make every effort to provide them with the best available vehicle that meets their requirements.

Having said that, we understand your frustration and disappointment, and we sincerely apologize for the inconvenience caused by the response you received. To address this issue promptly, we kindly request that you contact the booking website once again to request a refund for the reservation. Unfortunately, we do not have direct access to the refund process, as it is managed by the booking website. We assure you that we will cooperate fully with the booking website to ensure your refund request is processed efficiently.

Please be assured that we are taking this matter seriously, and we are implementing measures to ensure that such incidents do not recur in the future. We value the trust you have placed in our company, and we are committed to learning from this experience and improving our services.

Once again, we extend our sincerest apologies for the inconvenience caused. We genuinely appreciate your understanding and patience in this matter. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to reach out to us directly. We are committed to resolving this issue to your satisfaction.

Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
Customer Answer
Date: 07/12/2023

Complaint: 20199564

I am rejecting this response because: Carrentals.com who is the booking agent told me to contact the direct company. Carrentals.com also called Routes and Routes refused a refund from the local office. This is why I resorted to BBB. Carrentals.com was told I would contact BBB. My bank is also awaiting further documentation on this unfortunate experience. Again, I cannot justify this charge. We actually had to call an Uber to our hotel from Routes which I would also love for Routes to pay for plus all the additional ubers because we didnt have our carrental we expected to have. At the least they can refund the money. Please. Thank you.

Sincerely,

***********************
Customer Answer
Date: 07/13/2023
I have attached the reservation from carrentals.com
Yes, I communicated with them several times, and they called Routes local ************* office, and Routes refused to release a refund. My bank also called Routes. They are the issue.
Thank you again for your time, and your help.
Business Response
Date: 07/26/2023
27th July 2023

Better Business Bureau
E.com - ******, ****** & Western **********
Complaint Department

RE: CarRentals Case #******

Dear Better Business Bureau,

Thank you for taking the time to contact CarRentals regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

CarRentals is responding to the consumer complaint from *********************** (BBB case number ********) regarding a car reservation with Routes.

Our records indicate that on 15th April 2023, ***** made a car rental reservation with Routes for the travel from 19th to 23rd April 2023. We understand ***** is requesting a refund.
I have contacted the car rental company on their behalf to get a refund approval. Unfortunately, they denied the request. Please know as an exception, I have processed a refund of USD ***** to the original form of payment to their **** card ending with XXXX-****. Please be aware that we are trying our best to make refunds a hassle-free experience for all our travelers, and they can expect to see the amount appear in their bank account in the next 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.

Sincerely,
*************************
Corporate Correspondence Team
Customer Answer
Date: 07/26/2023

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.

Sincerely,

***********************
Initial Complaint
Date:05/24/2023
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 was charged by carrentals.com 132 dollars. The car company Fox was only given 95 dollars towards my rental. The 37 dollars difference is not reflected anywhere. I want my 37 dollars back that they did not credit towards my car rental.
Business Response
Date: 05/24/2023
25 May 2023
Better Business Bureau

Carrentals.com
******, ****** & Western **********

RE: Carrentals.com/Case ID: ********

Dear Better Business Bureau,

Thank you for taking the time to contact Carrentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing ** time to address the comments and concerns brought to our attention.

Carrentals.com is responding to the consumer complaint from *************************** (BBB case number ********) regarding the discrepancy in billing amount.

We apologize for the hassle caused to ****************************

We have contacted Fox rental cars to confirm about the billing amount. They confirmed that since *************************** has extended the booking by one day, they have charged an additional amount of ***** USD (which included the charge for one day plus the fuel). For more information regarding the billing, we request ************** to kindly contact the car vendor directly on ************ as requested by them.

We have charged you ****** USD for your car reservation for the pickup 19 May 2023 and drop off 21 May 2023. The total amount that we charged you is ****** USD (which includes Travel Protection Collision Damage Plan for ***** USD).

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

Sincerely,
*************************
Global **************** Resolutions
Customer Answer
Date: 05/24/2023

Complaint: 20098856

I am rejecting this response because:
What I wrote in my previous statement.
Sincerely,

**********************
Initial Complaint
Date:04/20/2023
Type:Sales and Advertising 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.
On the evening of April 20 ***** I saw advertised through Kayak.com online booking program the availability of a ****** Rogue or similar Intermediate SUV. It gave me the option of a number of providers to complete the rental through and I selected CarRentals.com (An Expedia subsidiary) The price for a rental from 5/26/23 to 5/29/23 in ************** was $141.49 with payment due at the time of the vehicle pickup. This is inclusive of all taxes and fees. I accepted this offer as demonstrated by the screen shot that I took. (ATTACHMENT- SCREEN SHOT). Within a few minutes I received my confirmation email from CarRentals.com. I immediately noticed that the confirmation said I had booked a Compact SUV ****** kicks or similar (ATTACHMENT- CONFIRMATION EMAIL).This was clearly not what I had been promised or contracted for. I have now spent over 4 hours with representatives of CarRentals.com, There proposal was that I cancel the reservation and rebook the intermediate vehicle at a much higher rate. (Almost double). This is classic bait and switch and is not an appropriate behavior for a corporation related to Expedia.I am therefore contacting your office for investigation and possible intervention.Sincerely ***************************
Business Response
Date: 04/24/2023
March 24, 2023

Better Business Bureau
********, ** 98004
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 booked with Dollar Rent A Car under CarRentals.com Itinerary Number **************.

Our records indicate, on April 20, ****, ******************** booked a car rental reservation for the dates May 26, 2023 to May 29, 2023 with Dollar Rent a car. We understand ******************** wanted to book for an Intermediate SUV but was booked for compact SUV instead. We are sorry that happened.

Upon reviewing the case, we contacted dollar car rentals and made changes to upgraded Mr. ********* rental vehicle to an intermediate SUV (Jeep Compass or similar). The additional cost for this upgrade is USD ***** and the revised total amount payable is USD ******. Due to systemic limitations, this change will not reflect on Car Rentals itinerary but Mr. ********* can view the revised details of the reservation on ******'s official website. Please navigate to ********************************************************** , and fill in the Dollar confirmation (K4681712006) and the renter's surname (********) to view the updated reservation. We are sorry about the hassle he had to undergo to sort this out and will reimburse the additional USD ***** he will have to bear on this reservation. We advise ******************** to share the payment receipt once the trip is complete. We will contact the traveler directly to refund the amount.

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
Customer Answer
Date: 04/24/2023

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.

Sincerely,

***************************
Initial Complaint
Date:03/16/2023
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.
I rented a car using car rentals.com and paid $280.56 immediately. Upon arriving at Fox rentals to pick up rented car I was informed of an additional $590 in fees that would have to be on same credit card which was not an option. I attempted to cancel with the rental company when we realized there was no resolution and I would be unable to pick up reserved rental due to additional fees. I was informed they could not cancel because it was booked third party and I would need to cancel through car rentals.com after chatting with customer support for an hour I was told I would need to contact Fox car rental to cancel the reservation. I again contacted Fox car rental who said they cannot do anything with reservations booked through third party and I would need to contact car rentals.com. I have again contacted car rentals.com whose offices are now closed. This situation could have been rectified However the apparent lack of regard and attention to customer satisfaction and/or resolutions made that impossible. I am now out a total of $280.56 for a car that I cannot pick up A reservation that cannot be modified by either party and employees who continue bouncing the customers back from one to the other. It is bothersome that this is the way Expedia and car rentals.com treats their customers. I would like my money refunded when no services were actually rendered in carrentals.com has absolutely zero intention of providing honest business practices and customer satisfaction.
Business Response
Date: 03/24/2023
Dear Better Business Bureau,

It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below.

Findings:
I can confirm that this reservation was created on March 6th, 2023 via CarRentals.com for arrival on March 16th, 2023 and departure on March 20th, 2023. At the time of booking, the traveler agreed to the following cancellation policy:
This rental is non-refundable. No changes or cancellation will be allowed for this reservation.
Get 100% refund on insurance if it is canceled before pick-up time. This will be canceled automatically with your car cancellation.

I understand the traveler is requesting a refund of $280.56 USD due to additional charges she was not made aware of until pick-up.
Unfortunately, we were unable to obtain a waiver from Fox Car Rentals.

Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have executively issued a refund in the amount of $280.56 USD for her rental and $50.00 USD for the car insurance. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,
************
Traveler Service Resolutions Team
Initial Complaint
Date:02/27/2023
Type:Product 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 Friday 2/19/23 I reserved a Tesla Model Y through www.carrentals.com (itinerary **************, Confirmation K4072370069) for pickup on 2/24/23. I showed up at the Hertz location to pickup my rental. ***** told me they did not have the Tesla Model Y in-stock & the rep I spoke with at ***** said this happens all the time with companies like www.carrentals.com to make reservations without providing proper inventory of cars available, or restrictions. So, ***** tried to stick me into another vehicle that wasn't comparable to the Tesla Model Y. I told ***** that wasn't going to work & just to cancel my reservation. He looked at his computer & said he wouldn't be able to cancel it since it was booked on carrentals.com. So, I went *********** an inquiry to carrentals.com about what happened & asking for a full refund, since (1) I didn't get the car I rented & (2) I never ended up renting a car from *****. They said they would reserch the matter & would get back to me. Today (2/27/23) I received an email from carrentals.com saying they cannot honor the cancellation & would not be providing me with a full refund. I ended up having to rent a vehicle at Enterprise since ***** could not honor my reservation. I don't find carrentals.com response acceptable. I want a refund for services that were never rendered! I also filed a dispute with my bank about the $144 that was prepaid on 2/19/23.
Business Response
Date: 03/09/2023
March 10, 2023

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: CarRentals Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact CarRentals regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

CarRentals is responding to the consumer complaint from **************************** (BBB case number ********) regarding a car rental reservation.

We are sorry for the unpleasant experience the traveler faced. Upon further research, we found that full refund of USD 144 has already been issued to the travaller.

If the trvaler have any further questions, please feel free to contact us.

Regards,
*********************
Global Traveler Resolutions Team
CarRentals.com
Initial Complaint
Date:02/24/2023
Type:Product 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 booked a rental car through carrentals.com on 2/16/23. I booked an SUV at a rate of $45.99 a day for 2 days. I've included the email confirmation of this booking which shows the amount due at pick-up and the base rate for 2 days.When I arrived at Budget to pick-up my car the rate was entirely different. Budget charged me $105.99 per day AND had many other fees. Budget told me that I booked through a third party (carrental.com) and it doesn't matter what they tell me because these are their prices. The amount due at pick-up was $271.14 and this can be seen on the attached receipt from Budget.On 2/21/23 I contacted carrental.com to investigate why such a big price discrepancy. Why would they quote me a very low rate only to find out the rate was substantially higher. They said they would investigate, and it appears they asked Budget for a refund. Budget did not refund and they sent me a generic email saying it was denied. I've attached a copy of this email. I did not ask Carrental.com to ask for a refund, I asked why they are booking car rental reservations at a low rate only to find out that rate is not true.
Business Response
Date: 03/08/2023
Hello Better Business Bureau,

It has been my pleasure to assist with case # ******** response. We apologize to our customer for any confusion or difficulty trying to reach a resolution, please see the findings and conclusion to the complaint below.

Findings:

We can confirm that on February 16, 2023, with Budget Car Rental using the website for an February 16, 2023 pick-up for return with a Midsize SUV returning the rental February 18, 2023.

Upon receiving the customers response, we immediately began to review the travelers confirmation to verify terms and conditions, or any addons that *** have been purchased.

Conclusion:

Expedia serves as a third-party intermediary for our travel providers, such as Budget, and our customers. As an intermediary, Expedia is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which you or someone authorized to make travel arrangements for you, agreed prior to making this reservation, makes this clear:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the ***************** The Expedia Companies and the **************** are not liable for the acts, errors, omissions, representations, warranties, breaches, or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the **************** have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure, or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Accordingly, any refund that would be received must be authorized or issued by the travel provider pursuant to their cancellation policies. Here, Budget is the travel provider with whom ************** made His reservation.

Upon reviewing the travelers confirmation, we can show that the car that was picked up was from the airport terminal which has different taxes and fees because of its location. The car that was rented through Expedia was for pick up at *************************************************************** and not the airport terminal. Another charge was added when the car was returned late at 5:00 PM instead of. Since the original reservation was with a different terminal we would be unable to process a refund.

We would like to thank the customer for their patience and understanding whilst we reviewed their concerns to offer this resolution to them. We would also like to thank the Better Business Bureau for providing this venue for us to answer and resolve the customer's concerns at this point we would consider this matter closed.

Kind ****************************************************** Resolutions Team

Customer Answer
Date: 03/08/2023

Complaint: 19490765

I am rejecting this response because: This simply isn't true and I've attached the initial booking showing the correct address for pick-up, all I did was change the dates. Stop trying to find away around the fact that you "quote" people one rate and let the actual merchant charge whatever it is that they want. Also, I didn't return the car late, Budget spent over an hour delaying my pick-up because of damage to the back of the vehicle.

Sincerely,

*****************
Business Response
Date: 03/20/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any difficulty with getting a resolution in this matter.
I understand the traveler would like a refund for the charge claims over the amount of the booking.
Due to the additional information provided we have decided to refund the difference between the amount paid and our quoted amount. We need the customer to contact our customer care for a refund of the amount of $158.38. We need the card information to refund and have notated this for customer care.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 03/21/2023

Complaint: 19490765

I am rejecting this response because: There is no contact info provided by the company. I've called all the numbers on the receipts from this company and am unable to reach anyone familiar the matter. If I can't reach someone to issue the refund then I can't resolve the issue

Sincerely,

*****************
Business Response
Date: 03/24/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion with the customer care numbers.
I understand the traveler would like the customer care number for their booking.

Here is the number to contact **************.

Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 03/27/2023

Complaint: 19490765

I am rejecting this response because: See the attached screenshot. The number provided does not reach an agent that can actually complete the refund. The agent told me to email over proof that I am owed a refund, which I did. I was told it would be escalated and someone would reach back out to me.

AS OF 3/27/23 I HAVE NOT RECEIVED A RESPONSE OR MY REFUND AND THE BUSINESS HAS NOT PROPERLY GIVEN A PATH TO DO SO. CALL ME DIRECTLY!!!!

Sincerely,

*****************
************
Business Response
Date: 04/03/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion that number or Expedia customer care can be contacted.

Regrettably, our findings remain the same and we are unable to issue any
Compensation.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 04/04/2023

Complaint: 19490765

I am rejecting this response because: The response I received doesn't address anything. It was stated in a previous response from **************** that a review resulted in me being refunded $158 and all I had to do was contact customer service to receive the refund. I made multiple attempts to contact customer service to receive the refund but was unsuccessful. The Expedia agents say they don't have access to review BBB data????

Then today I get a response saying I'm no longer eligible for the refund that they promised????

Sincerely,

*****************
Business Response
Date: 04/11/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion with your refund.
The refund was processed on March 27, 2023.

Regrettably, our findings remain the same and we are unable to issue any Compensation.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 04/12/2023

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.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Carrentals.com, Inc. is NOT a BBB Accredited Business.