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.

close

Find a Location

Carrentals.com, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/18/2022

  Type:Order 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 for my vacation in ************** ******* with **************** on 10/4/2022 and had to cancel due to the car rental company conducting unscrupulous business practices. I contacted the third party company, CarRental.com who I booked through and paid my initial deposit of $90 to request a refund. CarRental.com stated they had to conduct an investigation which turned out to be them claiming they contacted the vendor and the vendor told them that they only requested a $250 deposit not $2500. CarRental.com took the word of the rental car company who they contract with thereby giving them a vested interest and advised me that they would not be providing me a refund.

  Business Response

  Date: 10/20/2022

  Dear Better Business Bureau,
   
  It has been my pleasure to assist with *************************************************, we have been unable to find the itinerary with the information they have provided.
   
  If the customer would be so kind as to respond with:
  

  Itinerary number:
  e-mail address associated with the booking:
  Amount of charge:
  Date booking was created:
  

  We apologize for any inconvenience and appreciate the travelers patience as we review their case after receiving this information.
   
  Best ****************************************************************** Resolutions Team
  

  
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 car rental to take to ****** from *********, **. I was told that when I showed up there would be a $400 fee to take the car out of state and that the mileage was not unlimited as advertised because I was a local pickup. I contacted carrentals.com and was told that it was in the fine print on the website, even though it advertised EVERYWHERE in bold and on the confirmation email that the mileage was unlimited. The fine print that they were referring to was on their website under a header that stated additional restrictions for people over and under a certain age. I was not in either age category, so I assumed that those restrictions did not apply to me. However, this is where the special stipulations for Easirent car rentals had these ridiculous restrictions documented. Carrentals.com would have had my address to know that I was a local pickup but still sent me a confirmation stating unlimited mileage very clearly. I believe that this was quite predatory. I contacted carrentals.com and they refused to reimburse me at all even if the car was rented out again by someone else as I did not even pick it up. I believe that the website design is predatory in nature and that stipulations that are unusual should be more clearly displayed by carrentals.com to ensure that the consumer is aware. I have included where these stipulations could be found and you can clearly see how the placement of the stipulations and the fact that unlimited mileage is clearly displayed in all correspondence is completely misleading.

  Business Response

  Date: 10/20/2022

  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 CarRentals.com powered by ************* via the mobile site for pick up on September 25, 2022, and drop off on September 30,2022. At the time of booking, the traveler agreed to the following cancellation policy:
  
   Cancellations can be made free of charge up to 6 hours prior to your pickup time, and your card will be refunded in full. No refunds will be offered on bookings canceled within 6 hours of your pickup time or on any unused rental days.
  
  According to the complaint,the traveler was required by Easirent to pay an added $400.00 USD fee to take the car out of state in leu of the age requirements and being a local. The traveler also didnt receive unlimited mileage with the vehicle since is a local resident where the car was picked up. The traveler is requesting a refund due to those stipulations of the car rental.
  
  
  Conclusion/Resolution:
  
  We would like to offer our apologies for any inconvenience this may have caused the customer.
  
  Unfortunately, the stipulations of the car rental were given at the time of booking.
  
  Regarding, the Unlimited milage special mileage limits may apply to local renters. In case of limited mileage, an unlimited mileage option was available locally for a fee.
  
  For cross boarding going out of state, the car rental terms states. The travelers are not allowed to drive the rental vehicle outside the state where you picked it up.
  
  Any special conditions and requirements apply to local renters about age.
   Easirent requested to contact them directly for details.
  
  Easirent has informed us that they are not allowing a refund under their policies.
  We hope the traveler can understand that we, as an intermediary, are bound by Easirents policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate the traveler refund request.
  
  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:10/05/2022

  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 rented a car and pay for the insurance that they sell I went to the vendor that they told me to go to to get the car and the vendor asked me for 280 additional dollars for their insurance because they dont accept insurance that third-party insurance I paid for for the car on the website the company provided me they refund for the insurance but not the car they said I did not have the credit card I provided documents that I had a credit card but because I didnt give the lady the credit card at the time that I was getting the car I gave the cashier at the time of the purchase the card that they took the money off of that they dont accept that card . The card they took the money off of they dont accept it I have emails to prove all communication if I can CC you in the emails that will be better than uploading documents. I have more information if you want it I dont know if I should dispute with my bank or not. But the credit card they do not except is the credit card they took the money off of at the time that I was receiving the car I showed her my drivers license and the credit card that I used to purchase the car that was not accepted I have a valid credit card that I could have gave to her but I did not want to pay an additional $280 for the insurance

  Business Response

  Date: 10/08/2022

  October 8,2022.
  
  Better Business Bureau
  E.com - ******, ****** & Western **********.
  Complaint Department

  
  RE:  CarRental.com Case # RE:  18172689/87116

  
  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.

  
  CarRental.com is responding to the consumer complaint from Mr. *************************** BBB case number 18172689 regarding a Car rental booked under itinerary 72401067897066 .  We understand Mr. **************; is requesting a refund of Car rental in ***********.

  
  Upon further research, we are unable to find any communication with CarRental.com. We need to understand if Mr. ********* is looking for refund because they did not used the car? Our record reflect that Collision Damage Plan is already refunded from our end. In the complaint Mr. ********* is looking for refund of 280 USD, however our records indicate that the cost of booking is 266.00 USD.

  We respectfully request that Mr. ********* confirms the reason and amount of refund, The requested information will enable us to appropriately address Mr. *********** concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  *********************
  Corporate Correspondence Team

• Initial Complaint

  Date:09/28/2022

  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.

  My wife booked a reservation through carrentals.com. Her flight landed at 9:30pm and when she got to Routes Car Rental they were closed. She looked at her reservation and saw that they booked her for pickup at 8. She called Routes and they said there was nothing they could do because they were closed for the weekend but to call back Monday (day she was leaving)She spoke to Carrentals.com and they told her because she was late picking up her car she is not entitled to a refund. They told her she should have called 30 mins prior (despite being in an airplane) to let them know she wasn't going to make it on time (despite them having made the booking time after she landed)I don't understand how it's a business practice to not hold any accountability and to punish your customers. We've spoken to a few people and their response has always been along the lines of "too bad, you were late. Be better organized next time"Such a bad business to deal with when there are issues and I would highly recommend avoiding them at all costs.

  Business Response

  Date: 10/02/2022

  03 October 2022

  
  Better Business Bureau
  
  Carrentals.com
  ******, ****** &Western Washington
  
  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 Mr. ************************* (BBB case number ********) regarding the refund request due to vendor poor service provided.
  
  Upon further research, we are unable to locate the itinerary number or car rental reservation details related to Mr. ***************************** complaint. We respectfully request that Mr. ************************* provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr. ***************************** concerns.
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *************************
  Traveler Service Resolutions

• Initial Complaint

  Date:08/26/2022

  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 reserved a rental car on March 1***** for ********* pick up on May 9 ***** and was required to pay for the car at that time.I was to pay for taxes and fees upon picking the car up. There was confusion at the airport on our departure to ********* ,with self checking our bags and I lost my credit card. Upon arriving at the rental center in *********, I was refused the rental because I didn't have my card that I paid the rental with. I called carrentals.com from the rental center and was told they would not refund my payment. Not only did they keep the payment, they also charged me the taxes and fees additionally !

  Business Response

  Date: 08/31/2022

  Dear Better Business Bureau, 
   
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below. 
   
  Findings:
  
  We can confirm that this reservation was created March 1, 2022, on CarRentals.com website for pick up on May 9, 2022, return on May 13, 2022. 
   
  The traveler arrived at their destination and did not have the original credit card they purchased this reservation with. Fox Car Rental requires the traveler to provide the original credit card upon arrival for incidentals and charge their taxes and fees per the terms and conditions of the contract. 
   
  Conclusion/Resolution:
  
  Unfortunately, we were not able to obtain approval for a refund from Fox Car rentals. As the car rental facility has declined to offer a penalty waiver for this booking. 
  
  Due to the circumstances of the traveler losing their credit card, CarRentals.com agreed to refund the traveler in the amount of $259.40 USD. Please allow **** business days for the funds to be returned to the original form of payment at this time. 
  
  Any additional taxes and fees charged by Fox Car Rentals, you will need to contact them directly at ************** and discuss if they are willing to refund for these charges. CarRentals.com was not the entity that charged the traveler for the taxes and fees. 
  
  We would like to offer our apologies for any inconvenience this may have caused the customer. 
   
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
   
  Kind regards, 
   
  ******************
  Traveler Servicer Resolutions Team
  
  

  Customer Answer

  Date: 09/01/2022

   
  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:07/28/2022

  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 June 9, 2022 I reserved a car rental via Carrental.com and was immediately charged 116.10. Per their contractors info, I was to call Mex Rent A Car upon my arrival to Orlando, Fl to be shuttled to their off-site car rental location. On July 3, 2022 I being calling Mex Rent A Car at 3:01p CST but never received an answer so I emailed them. Between email and voicemail, I never received a response. I landed at the Orlando/MCO airport around 7:30p, and continued to call Mex Rent A Car for a shuttle, however, I never received an answer to my phone call or my subsequent emails. Ultimately, I had to book thru Thrifty for a call for my 4th of July visit. Also - my calls to CarRental.com customer service went unanswered as well. After numerous calls and emails, I did receive confirmation from Mex Rent A Car representative Cynthia G******* on July 13 "that your reservation will not be billed by us" confirming that I did not pick up a vehicle from them. I forwarded this message to CarRental.com and waited and waited for a response. I also called my credit card company and reported the charge as fraud and provided all of the my backup docs. Today (July 28th), Carrental.com sent me an email telling me that they will not refund my money because "the vendor confirmed the location was opened because this location is permanently opened from Monday to Sunday 24 hours." I can assure you that I would not be this involved with this matter if the facility was open. I'm also dismayed that even with all of the backup, and I have call logs from my cell phone, they refused to provide remedy. The initial charge has been refunded back to me credit card, however, I am filing this complaint to avoid Carrental.com from re-charging my credit card.

  Business Response

  Date: 08/01/2022

  August 1, 2022.
  
  Better Business Bureau 
  Alaska, Oregon & Western Washington
  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 Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention. 
  
  CarRentals.com is responding to the consumer complaint from Ms. ***** ****** (BBB case number ********) regarding a car booking.
  
  Our records indicate that on June 9, 2022 a car rental reservation was booked, to pick up on July 3, 2022 and drop off on July 7, 2022 with Mex Rent A Car. We understand Ms. ****** is requesting the refund for the reservation.
  
  Upon receiving this request we have checked our records and have verified the policies coming from the car rental which states: "No refunds will be offered on unused rental days." 
  
  We have contacted the car rental to request a refund on our customer's behalf. Mex Rent A Car has informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an intermediary, are bound by Mex Rent A Car’s policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate Ms. ******’s 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,
  
  Julia C*****
  Corporate Correspondence Team

  Customer Answer

  Date: 08/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am not seeking a refund of "unused days".  I am seeking a refund because the Mex Rent A Car company was not open at all on the day of my arrival in Orlando. As such, they did not answer or reply to any of my communications to be picked up by shuttle for the off-airport car rental facility, as per their printed instructions on the initial reservation.  Because Mex Rent A Car was not open nor did they answer my phone or email attempts to be picked up by shuttle, we never received the car rental service at all.

   

  Furthermore, I have an email from Cynthia G******* (Customer Success Executive) from Mex Rent A Car confirming that "We are contacting you to inform you that we have confirmed to Car Rentals that your reservation will not be billed by us. "

   

  CarRental.com is obviously misinformed about saying the refund is denied due to Mex Rent A Car policy, which is contrary to their email to me, which I've sent to CarRental.com on at least 2 occasions.

   

  I appreciate BBB's assistance as the mediator on this matter. However, if CarRental.com insists on their stance on this matter, I will continue to pursue this to successful resolution.  

   

  It seems highly unfair, predatory, and unethical for CarRental.com to insist on making me financially responsible for car rental services that I was not able to use because no one from Mex Rent A Car was available to pick us up from MCO Airport to even get a rental car. I never set foot on their property because no one ever answered my phone calls or emails while we were waiting at the airport.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/11/2022

  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.

  We booked a 15 person van through this site for 7/8/22 and reserved it on 2/27/22 for a trip from ********* to ****** **. A week prior to ** leaving I received a call from Enterprise Rental Car, who this site reserved it through, and he told me that they didnt have one available. In fact he doesnt even have those vans anytime. I asked for him yo give us two large SUVs and he said he doesnt have any available! So I called Carrentals.com, you cannot get anyone that speaks clear English and kids are yelling in the background, and they said well we cannot do anything cause we are at the mercy of the actual rental car place. I asked to speak to a supervisor and I was told there was not one available but they would call me back. Well, much later I get a voicemail stating she was a supervisor and there was nothing they could do and that they were at the mercy of the car rental place!!! Never got a car. Wound up driving our own.

  Business Response

  Date: 07/14/2022

  July 14, 2022
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  RE: CarRentals.com Case # S#*********/17552090
  
  
  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 ************************** Haynes (BBB case number 17552090) regarding a car reservation.
  
  Our records indicate that on February 28, 2022, a car reservation was booked for pick up from ***********, ******** on July 8, 2022 and drop on July 17, 2022 at the same location. We understand Mrs. Haynes is requesting the refund for $1,626.91.
  
  Upon receiving this complaint, we checked our records and we contacted Enterprise to verify about the service that was not provided. We were informed that the location did not have the car available because they were oversold. However, they confirmed that no charges will be made to the customer's card, and because customer was going to pay at the car ********************** directly and they use their own car, no refund is pending from our end. 
  
  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: 07/16/2022

   
  Complaint: 17552090
  
  I am rejecting this response because: This has nothing to

  do with a refund or not a refund. It has to do with the fact that this business is allowed to book and confirm that a person has rented a car with them, guaranteeing the reservation and then a week before the customer is to pick the car up, hey dont have a car for the customer and did absolutely nothing about it to accommodate the customer! 
  How is a business allowed to operate this way? They should not be renting cars which is their entire business! These are peoples vacations and lives that they are dealing with. When a car is reserved and you get a confirmation for it, you expect the car to be available on the dates you have reserved it. They did absolutely nothing to accommodate us in any way. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/08/2022

  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.

  When we arrived at Priceless Rental Car site we were told that we would have to pay for a list of items as the car was a Fleet Car. Our amount paid was $145.77 with $174.52 due at car pick up.We were informed, since a fleet car, we would have to buy their mandatory insurance at $30 per day; we could not use ours. Also informed we had to use their mandatory transponder fee at $19 per day; we could not use ours. We did not yet get to the gas or senior fees that were to come.Now our basic amount due was changed from $174.52 to $384.62. The additional fees were license fees, cleaning, location, vehicle license, airport facility, airport access, and state surcharge. The charges now were much higher than on our statement. The *** stated that we could cancel our reservation if we desire since we felt the costs were unfair. So we did, and they returned us back to the airport. We cancelled at the car site because we were being greatly overcharged and want a full refund. I was not going to spend $1000 for a one week car rental. When I called back for my deposit on July 7, 2022, I was informed that ******, ***, that had credited back my amount at their auto site and informed me I would have to call CarRental.com at ************ for the deposit amount. The email response from carrental.com was cancelations or modifications are not allowed as per policy. We were cancelling due to a gross change in a total rental cost from about $400 to $$1000 per week. This is absurd and should not be allowed to occur.

  Business Response

  Date: 07/13/2022

  July 13th 2022  
  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 Itinerary 72311738260466.   
  
  Our records indicate that *************************************** booked a Car Rental Reservation in ***** with Priceless Car Rental scheduled for June 29th through July 06th for a total of 7 days.
  
  We understand *************************************** is requesting a full refund for the car reservation due to upon arriving at the car rental location, Priceless Car Rental did not accept her own car insurance and advised her to purchase their own insurance. Therefore, *************************************** ended up cancelling the reservation at the location. 
  
  Upon reviewing ***************************************' s itinerary, we were able to verify that her car reservation was not cancelled in our end and we have no records from Priceless Car Rental about approving a refund. Therefore, we have gone ahead and contacted Priceless Car Rental and after negotiating with them, we were able to get refund approval.  As CarRentals.com, we have refunded ******************************************* car reservation for the amount of $145.77 to the original form of payment. The funds could take up to 7 to 10 business days to show ** in your account, depending on your bank. 
  
  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, 
  ****** Vasquez 
  Corporate Correspondence Team