Business Profile

Auto Rentals and Leasing

Carrentals.com, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

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

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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:02/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/29/2023, I booked a Routes car rental from carrentals.com (3rd party) website for 2/16-2/21/2023. I received a receipt stated that the car has unlimited mileage. I was flying into *********** then planed to drive the rental to my residence. On 2/16, I arrived at Routes; I saw the ** stated I'm only allowed to have 50 miles/day. I explained to them that on the receipt I have an unlimited mileage. The staff then asked the manager, the manager took my phone to read the receipt; then threw the phone back said that I need to read the fine print that I must follow their policy. Again, it did NOT indicated anywhere on the fine print that 50 miles/day cap applies. She then said, "I do not play, you can wait outside." I asked them if I could get a refund since it does not match what was stated on my receipt. I was then told that I will need to contact the 3rd party. I contacted carrentals.com, was able to only chat via app with ********. I asked ******** to see if he could cancel my reservation, he again was on the phone with Routes customer service, then to informed me that they will charge $24.99/day for miles over the 50 mile limit. I again stated, that is not what it said on the receipt. I then spoke with the staff again, she told me that since I am renting for 5 days, the total would be 250miles which is allowed. Then the manager said:" no, you are only allowed for 50 miles per day, we have a GPS tracking system. For any miles over the 50 mile mark,you will be charge 79 cents per mile plus fees, plus taxes. You are looking at an additional $200 plus dollars." I then asked ******** from carrentals.com to see if he could cancel it from his end, I will proceed to head to the airport to see if I can find any other rentals from other companies." While I was in transit back to TPA,I was told that they cancelled my reservation and told me that no refund is granted. NO ONE EVER SAID THAT NOR INFORMED ME. Carrentals failed to protect their customers. I was left strained.
Business Response
Date: 03/13/2023
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 January 30th, 2023 via Expedia.com for pick-up on February 16th,2023 and drop-off February 21st, 2023. At the time of booking, the customer agreed to the following cancellation policy:

100% refund if you cancel up to 6 hours before pick-up. There will be no refund in case of cancellations made after that or no-shows.
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 his booking, due to a discrepancy with the mileage policy of Routes Car Rental agency, which resulted in the cancellation of his car rental.

Upon receiving this complaint, I reviewed the mileage policy with Routes to understand why the traveler was having the experience during the pick-up that he did.

Conclusion/Resolution:
I am very sorry for the confusion this has caused our traveler.

Because we value **** and understand the frustration this would have caused him, I decided to refund the traveler his booking amount of $166.32 USD to his original payment method. The refund may take up to seven days to appear in his account.

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:02/12/2023
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.
I reserved a rental car through the website: carrentals.com. I was delayed in arriving to the assigned company (FOX rental cars) for picking up my car but I did arrive with in their stated business hours. The company closed early for the day so I was not able pick up my car. I called their customer service number and they agreed that the office should have been open and insisted that someone would be there. They offered to send an email to the manager and told me to wait for them to contact me. I waited for almost an hour before deciding to rent a car from another company. I never received any contact from Fox rental cars and carrentals.com was unwilling to offer a refund because they said that Foxx didn't accept my claim. The only proof I have is my call log that shows where I called their customer service number from the closed office at *********** (first call at 9:49pm). The office was supposed to be open until 11pm that day.
Business Response
Date: 02/13/2023
February 13, 2023

Better Business Bureau
E.com - ******,****** & Western **********
Complaint Department.
RE: Carrentals.com Case #******** /00185038.
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 Mr. ********************* BBB case number ******** regarding Car rental booked with Fox Rent a Car between 7 Jan 2023- 16 Jan 2023.
Our records reflect that the reservation was canceled by Fox rent a car and ************** was marked No show. I was not able to find any record on ****************** contact to us informing about the late arrival. He did not reached out to us when there was no one at the counter and Fox rent a car closed their counter early. We have already contacted the car rental team and they have informed us that they were open till 11 pm. Unfortunately the screenshots of the call made to the car rental could not be considered as proof for arrival of ************** at the counter. We have advocated for ****************** refund but the Car rental team has denied the request, stating ************** was already marked no show and reservation has no value left. Please understands Carrentals.com as the third party have to abide by the policies that ************** purchased with Fox Rent a car.
Unfortunately, we will not be able to accommodate ****************** refund request as per policy. For future reference ************** should contact us via our chat or call when they are facing issues with the car rental so we can immediately help them then and their. While we regret that ****************** experience was not as we would have hoped, 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: 02/13/2023

Complaint: 19390498

I am rejecting this response because:
I was never given a contact number or instructions to contact carrentals.com in the event of a problem. I certainly would have called carrentals.com had they given me a number to use in case of a problem. I was stuck at the airport at 10pm with no car.
The only information I had was that Fox rental car would be providing the vehicle. So that is who I called when there was a problem. I dont know how you expect me to prove that I was at a certain place other than having call logs showing that I did call them before they were supposed to close. *** also promised to return my call after they contacted the site manager and they never contacted me in any way.
You write in your response:
we regret that ****************** experience was not as we would have hoped
Thats a pretty clear admission of a lack of delivery of service.
This is exactly the type of situation where your company must step in to make things right. Clearly carrentals.com is not explicitly at fault for the fact that Fox rental cars decided to close and go home early on a Saturday night but as a broker you are responsible for the vendors/providers that you employ to provide services as promised. When your vendor/provider doesnt do what they are supposed to do you must take responsibility which you are refusing to do.

Sincerely,

*********************
Initial Complaint
Date:02/01/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on car rentals.com looking to rent a car for my vacation. I was asked to leave my credit card info to reserve a car (but that I would not be charged). However, my credit card was charged twice. I had already paid for my car rental with Advantage car rental, however, carrentals.com charged my credit card twice for no reason. 1st transaction was on Jan 4, 2023 for the amount of $366.10 and another on January 7, 2023 for the amount of $294.59. I feel like I was illegally scammed by this company and would like my money back.
Business Response
Date: 02/01/2023
02 February 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 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 booking.

Our records indicate that on 19 December 2022, *********************** booked a pay later Car rental in ******* for 4 days with Advantage Rent-A-Car at a total cost of ****** USD under itinerary **************. We understand she is claiming that she was charged twice by CarRentals.com.

After receiving this complaint, we have reviewed ************************* account and found no charges by CarRentals.com for dates and amount mentioned by her in the complaint(1st transaction was on Jan 4, 2023 for the amount of $366.10 and another on January 7, 2023 for the amount of $294.59). Therefor we would request her to please contact her bank and dispute the charges.

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: 02/02/2023

Complaint: 18963807

I am rejecting this response because: my credit card info was shared and now I have fraudulent charges on my credit card.

Sincerely,

***********************
Business Response
Date: 02/15/2023
15 February 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 18963807). We regret to hear *********************** did not accept our response.

We have reviewed the information shared by *********************** however as we could not find any record of these two charges we will advise her to dispute the charges with her bank.

Also as it is shown in the attachment she shared, charges were from RENTALCARS.COM and it is not a part of Expedia Group.

We thank you for allowing us to address this matter further. 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: 02/16/2023

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. My bank was able to take care of it.

Sincerely,

***********************
Initial Complaint
Date:01/23/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was searching the web for a rental car for a week. After checking priceline.com The 1st 7 or 8 cars were limited to 100 miles a day for ******* residents (as I am) So I chose the 1st car that was more expensive that had "UNLIMITED MILEAGE". I booked it. I had also purchased the daily insurance they offered for $10/day . I got an Hber to take me to the agency by the airport. When I arrived there was 6 people in front of me with only 1 agent. I waited 45 minutes for my turn. Finally when I got to the agent I handed him my paperwork, he said " for ******* residents its 100 mile limit a day". I explained to him why I booked this car at this agency and he said that that's a mistake it happens all the time" So I agreed to take the car because I waited so long. He then proceed to tell me that I had purchased the insurance, but that was just for the car and not Liability, I said that's ok with me, he said you must have the liability if you insure the car with them. I told him to remove the insurance, He couldn't!!! "Because I purchased the insurance online he couldn't he said. So I was now forced into paying an additional $30/day for insurance for a $13/day car. This is BAIT AND SWITCH AT ITS CORE WITH FRAUDELENT INTENT. I will guaranty this is how this agency work with every unsuspecting customer. I heard customer before me complaining about hidden charges and they all just said ok......to get on with their vacation. Most of the customers before me were foreign, and unfortunately they don't know how and who to complain to. I got home in another Uber to find that there was an $80 charge on my credit card. After calling back the company 3 times to finally get to someone to help me after explaining this story 3 times I was able to get a gentleman to refund the $80 So 4.5 hours later I am at home with no rental car. This cannot be allowed to go on, ************ plays on unsuspecting people to RIP-THEM-OFF. I am not stopping at BBB to get these practices to stop!
Business Response
Date: 01/18/2023
Dear *****************,

Thank you for contacting us regarding your rental car reservation with U-Save for Trip Number.

We are writing in response to your Better Business complaint.

As we understand, the counter required you to add their ******************* to rent a vehicle. The confirmation email you attached shows that you booked your reservation through CarRentals.com, an affiliate of ************** which is a different booking company from Priceline.com. Kindly contact CarRentals.com for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 01/18/2023

Complaint: 18718423

I am rejecting this response because: I rented this car through priceline.com who they sold it off to is not my concern

Sincerely,

*****************
Business Response
Date: 01/19/2023
Dear *****************,

We received your rejection.

Upon checking, you do not have a reservation with us. You booked your reservation through CarRentals.com, an affiliate of ************** Regrettably, we could not assist you with your concern. Kindly contact CarRentals.com customer service for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 01/19/2023

Complaint: 18718423

I am rejecting this response because: As I stated in the last rejection letter, I went on Priceline.com and rented the car. THEY PLACED IT WITH ANOTHER COMPANY, I am assuming that what they do, are they just brokers?

Sincerely,

*****************
Business Response
Date: 01/23/2023
Dear *****************,

Good day.

We do not have records of your reservation in our system since you booked your reservation through Carrentals.com, which is not our affiliate. Kindly contact CarRentals.com customer service for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Business Response
Date: 01/30/2023
January 31st, 2023,

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

RE: CarRentals.com Case #********/ 00168088

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 ********************* Case #******** regarding the car reservation.

Our records indicate that on January 09th, 2023, ************ made a car reservation with a pick-up date of January 09th, 2023, and a drop-off date of January 16th, 2023, however, the traveler didn't utilize the reservation due to the extra insurance charge asked by U-Save car rental team.

We are sorry to learn that, ************ made this reservation including ********************* however, still he was asked to pay the insurance for the car rental. As a token of apology, we have processed a refund in the amount of $80.00 to the original form of payment (MasterCard ending with XXXX-****) which should get credited to the same within the next 5 to 7 Business days.

While we regret that **************** experience was not as we would have hoped, 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 Resolution Team
Customer Answer
Date: 01/30/2023

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:01/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car online from carrentals.com and paid for the insurance up front for our vacation in **********. When we landed in ********** we were driven to the car rental company pick up site and they proceeded to tell me that I had to purchase their insurance, I showed them my policy from carrentals.com and they told me that it was no good and that I would need to purchase theirs at $120 per day, for six days that would have been $720, I told them that the car rental and insurance was $473.70 including the $91 for insurance and why would I have to have additional insurance especially since my **************** also included automatic car rental insurance. I told them that it felt like a bait and switch and it was not correct what they were doing to the consumers and another client also had issues. I ended up refusing to take the car and took a Uber to my hotel almost 2 hours away and paid $120. I called carrentals.com and they have refused to reimburse me for the car rental and they have only agreed to credit me for the $91 of insurance. I would like to get a refund for the balance of the $429.67 minus the $91 refunded for a total of $338.67 and for carrentals.com to be more explicit and not offer insurance if their partners are going to require insurance when the vehicle is picked up.
Business Response
Date: 01/18/2023
January 18, 2023

Better Business Bureau
******, ****** & Western **********
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 a hotel reservation.

Our records indicate that ********************************* booked a car reservation, scheduled to pick up on 7 Jan 2023 for 6 days, under Itinerary number 72453845626877.
We understand that ******************************; has requested for the full refund of the booking as he did not pick-up the car.

We are happy to inform that we have initiated a full refund of $ ****** towards the card ending in ********************************** the bank account 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.

Regards,
***************************
Global Traveler Resolutions Team
Customer Answer
Date: 01/18/2023

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:01/16/2023
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.
I reserved a car rental through carrentals.com to be picked at 10:00pm on 12/25/2022 at ************** Airport. My connected flight from *************** to ****** had been cancelled at which time I contacted carrentals.com to advise them of such. The agent never advised me of any fees nor did I authorize any charges to my card. I later received an email from carrentals.com with a receipt for $442.99 for a car rental that was cancelled and never completed.
Business Response
Date: 01/17/2023
January 17th, 2023,

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

RE: Carrentals.com Case # ********/ 00159596

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 ***************************** #******** regarding a car reservation. We understand **************** is requesting a refund.

Upon further research, we are unable to locate a Carrentals.com account related to **************** complaint. We respectfully request that **************** provide ** 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 Resolution Team
Initial Complaint
Date:01/05/2023
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 directed through booking.com to carrentals.com to rent a car in through Hertz in *********. I was quoted just over $500 for a 2-day rental, which was fair. I ended up extending the rental 1 day, expecting my final charges to be approximately $800 (including taxes and fees) for the 3 days. I was charged over $1700. The car rental company explained the additional charge was a "commission" to carrentals.com and booking.com. At no time, in any communication or on the website, was a commission stated. I have filed a dispute with my credit card company and will advise everyone to stay far away from carrentals.com.
Business Response
Date: 01/25/2023
January 25, 2023

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

RE:CarRentals.com Case # **- 150465

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 the car reservation.

Our records indicate on December 1 *****, ******************, or an authorized user of the ********************** account,self-booked a car reservation using CarRentals.com website, under itinerary 72442086485842.Cost of the reservation was USD$525.14.

We understand ****************** is seeking refund of excess amount charged by car company.

Upon receiving this complaint, we contacted ***** and got the information that ****************** extended the contract, picked up the vehicle at the Recova ************ office and returned it at the ********* ************** Since the rental condition changed, the rate changed as well. Hertz policy states that any changes to the reservation or rental may impact the rate.

Please know that CarRentals.com serves as a third-party intermediary for our travel providers, such as Hertz and our travelers. As an intermediary, CarRentals.com is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which ****************** 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 CarRentals.com Companies or the CarRentals.com Partners. The CarRentals.com Companies and the CarRentals.com Partners 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 CarRentals.com Companies and the CarRentals.com Partners 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 compensation or refund that ****************** may receive must be authorized or issued by the travel provider pursuant to their policies. Here, ***** is the travel provider. We understand that ****************** went through a phase of extreme duress and inconvenience and we strongly advise ****************** to escalate this directly to *****.

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 **************** Resolutions Team
CarRentals.com.com
Customer Answer
Date: 01/25/2023

Complaint: 18688311

I am rejecting this response because:I already spoke with ***** and they indicated these additional charges were directly from the 3rd party where I booked my reservation (carrentals.com) - that it was a commission to the 3rd party. This is a unacceptable response and I still expect a refund as requested.

Sincerely,

*****************************
Initial Complaint
Date:01/01/2023
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.
I made a prepaid booking through car rental.com for a December holiday trip to **. My confirmation email said no cancellations or changes. My flight was delayed due to a snowstorm and I got to LA a day late. I called the car company (Priceless) but no one answered. I contacted carrentals.com and they said they would try to make sure the car would be there for us a day late. We arrived and there were no cars left. Priceless told us to call carrentals.com for a refund. I called and chatted with several people there who told me that being late is considered a cancellation so they will not refund my prepaid charge. I never got a car from there and didnt get my money back. If their confirmation email said that if my plane was 2 or more hours late it was a cancellation and I wouldnt get a refund I would have never booked through them. I travel a lot and rarely have an on time flight. Id like my money back since the car was not there and I had already paid for it.
Business Response
Date: 01/04/2023
January 04, 2023

Better Business Bureau
Complaint Department

RE: Expedia Case ********

Dear Better Business Bureau,

Thanks to BBB for taking the time to contact Car rentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Car rentals.com is responding to the consumer complaint from ************* (BBB case number ********) regarding a car reservation under the itinerary 72425329673098.

Upon checking the details, we can see ****************** have contacted our support team on December 30,2022 requesting to have a refund as their flights were delayed for 1 day and when they reached at the car pick up location , Priceless car rental denied providing any car and our representative then contacted Priceless rentals to get the waiver for full refund which was denied and were asked to share an email which our representative did shared but rental have replied that they cannot issue a refund as the reservation has been marked as no show.

Thus,we are unable to proceed with ****************** request for refund as the rental have denied for any refund. We understand that the response was not as ****************** would have hoped.

We thank you for allowing us the opportunity to address the issues brought to our attention while. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

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

Global Travelers Resolutions Team
Expedia Group.
Customer Answer
Date: 01/04/2023

Complaint: 18669739

I am rejecting this response because: Carrentals.com is blaming Payless cars for denying the refund. But Payless told me to contact Carrentals.com because they are the company I paid. They are blaming each other for not issuing a refund. I would still like a refund since I did not cancel the reservation and did not get a product I paid for (the car rental).

Sincerely,

***************************
Initial Complaint
Date:11/30/2022
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.
Rented a car for my son ****** (pick up ***) on carrentals.com- original dates were interrupted due to tropical ***********************- rental agreement was adjusted to reflect 2 less days of rental-Car that was originally booked was not what was received, $70 deposit wasnt credited on my agreement, many additional charges were added against my permission- was charged over double than what was expected- tried to resolve when drop off not successful- have repeatedly called carrentals.com to no avail- have sent in documentation illustrating overcharge- can not get someone to review and respond accordingly- did file a dispute via **************** so they are looking into it as well I have attached original reservation that was made, the updated reservation of what we expected to pay ($70 is not credited here) and what was actually charged Upon receiving the car, the agent was extremely rude, a bully with the paperwork when my son infatically indicated he didnt not want any additional add ons
Business Response
Date: 12/02/2022
December 2, 2022

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

RE: CarRentals 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. We understand *********************** is seeking a refund for USD 70.

I'm sorry for the unpleasant experience the guest faced and will make sure to share the feedback with the agents. I have investigated the case and have issued a refund for USD 70 which would be credited to the original form of payment within 5 to 7 business days.

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

Thanks,
*********************
Traveler Resolutions Team
CarRentals.com
Customer Answer
Date: 12/02/2022

Complaint: 18486527

I am rejecting this response because:the merchant did not appropriately provide a refund. They failed to address- the rate change for lower level of car, plus all of the added charges that the counter attendant bullied onto my bill. My total bill should have been around $500 minus the $70 (credit received). I was charged $1030-

Sincerely,

***********************
Business Response
Date: 12/12/2022
December 2, 2022

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

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

Dear Better Business Bureau,

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

We have reviewed the information *********************** provided to further address her concerns.

We have contacted Dollar Rent-A Car and advocated on the guest's behalf, and unfortunately, they are not willing to waive the charges as the charges were for the additional services and are considered valid.

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

Thanks,
*********************
Traveler Resolutions Team
CarRentals.com
Customer Answer
Date: 12/13/2022

Complaint: 18486527

I am rejecting this response because:
The person at the counter was a complete bully when it was infatically stated that no additional items were to be included. Additionally, I didnt receive the level of car that I was charged.
I tried to address this in person upon returning the vehicle but I was once again given the run around
in summary, I was overcharged in excess of $500 and completely taken advantage of and disrespected

Sincerely,

***********************
Initial Complaint
Date:11/22/2022
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 am seeking help to get a refund from CarRentals.Com - I have used this company in the past and had no issues. I prepaid for a vehicle from Routes Rental Cars in ******* ** for $287.27. I arrived on 10/31/22 to pick up car that I rented. I was aware of the $500.00 security deposit to which I gave them my ********* credit card to run with no issues (charge is still pending on my citi card and has not been released still to this day). After she ran my card for the deposit I was asked if I wanted to add a toll pass to which I said no I did not need it, Also was told I needed to purchase added insurance even though I confirmed with my policy holder Allstate that I was covered for a rental car. I have full coverage on my vehicle however Routes did not agree. They attempted to charge me another $203 to include more insurance as well as the toll pass to which they would not allow me to use a different card. I requested to cancel the transaction because I felt these fees were unnecessary and against my wishes. They advised me to call Expedia (CarRentals.com) and they could issue me a refund as I did not get the vehicle in question. They are claiming insufficient funds to rent the vehicle which was absolutely untrue. I was told my $500 security deposit would also be released however it is still pending as of 11/22/22. The reviews online for Routes are extremely bad and very similar to the interaction I had with them. You can not get a live person on the phone unless you call for a pick up at the airport. There is no one in customer care. The same thing happens for ********************** they only email and refuse to speak to me on the phone. They are claiming I knew the charges and because I didnt pay the fees and knew about a security deposit they wont refund my money even though I did pay it and have sent them proof of such. I am strictly looking for my $287.27 back as I never received a rental car from them. Thank you in advance I attached emails and pictures.
Business Response
Date: 11/24/2022
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 October 31, 2022 via mobile site for arrival on October 31, 2022 and departure on November 7, 2022.
I understand the traveler is requesting wants a refund due to the not being able to pick up the vehicle.
We could not refund until approved by the car rental company.
Conclusion/Resolution:
We apologize for the inconvenience in this matter and we understand the frustration. We are allowing the dispute process to be completed before we can see if a refund is available.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
Jalen B.
Traveler Service Resolutions Team
Customer Answer
Date: 11/24/2022

Complaint: 18450865

I am rejecting this response because: I am unsure what they mean. What dispute are they speaking about because their employee emailed me back stating they were unable to help further if my financial institution was involved which it isn't. And I responded telling ******* that. My credit card company was involved but not my bank and that is where the payment came from on my debit card for the online purchase of the car. I am still seeking the refund as the rental car company had wrong doing by trying to force unnecessary fees. most recent email attached that I responded to

Sincerely,

***************************
Business Response
Date: 12/08/2022
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 wording used for the financial institution that is the credit card company or bank.
I understand the traveler would like a refund however we have not heard back from the car rental company and should already been processed if this is taken by the car rental company.

Regrettably, our findings remain the same and we are unable to issue any compensation.
We apologize for the customer issues we cannot offer any other compensation and since no new information can be brought forward we will close this case.
Thank you for allowing us another chance to review this case.
Kind regards,
Jalen B.
Traveler Service Resolutions Team
Customer Answer
Date: 12/12/2022

Complaint: 18450865

I am rejecting this response because: The refund should be issued by car rentals.com as that is who I paid. I don't understand how your company is refusing my refund knowing I never received the vehicle I paid for? How is that even a question. A customer pays for a vehicle and does not get it due to unnecessary fees that were not part of the original order should receive. refund. You closing this case is unacceptable you have not even made contact with me or the rental car company so how can you close the case?? I deserve my money back this is unfair and unacceptable your company is stealing from it's customers. I was told by Routes in order to get a refund I had to go through CarRentals.com. They told me specifically to contact you which I did then I had to bring my complaint to BBB because once again your company was not doing anything to fix this situation.

Sincerely,

***************************
Business Response
Date: 12/19/2022
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 our response to the travelers query.
I understand the traveler would like a refund for the amount of the booking for the car rental.
As it pertains to car rentals and products by our company. We advocate for the customer in order to receive a refund for the booking through the rental company.
We have contacted them without a response back this is why we normally will deny the refund request based on the rules of the booking.
We have decided to issue a refund for the booking as a courtesy. The amount will be refunded in *************************** 3 to 5 business days. The amount $287.27 has been sent to the original form of payment.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 01/05/2023

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.
Refund was received.
Sincerely,

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

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