TORONTO -- When I selected carrentals.com to get a good car couple days in Toronto, just read "An Expedia Inc Company" and I trust on it. I paid online normally and when I arrive to pick up the car, the salesperson just tell me that my card (the same card used to pay online) doesn't accepted. End. After long time looking for an online way or telephone to make a complaint in carrentals.com I found a "customer care" and the answer me:
"All car rental companies prefer payment with a major credit card. A few will accept a debit card, although there are usually some restrictions and conditions, such as a deposit or credit check. Once you make a selection with a car rental company, please make sure to check the 'Car Rental Company Rules and Restrictions' (bottom left of the booking page before you confirm) to find out if a debit card will be accepted. If you do not find the answer to your question, then email us with both the name of the supplier and the exact pickup location and we'll get back to you.
While prepaid reservations generally cannot be canceled or refunded, I have submitted a refund request to ECONOMYRENTACAR to request a one-time courtesy refund. You should see this processed back to your credit card within 5-10 business days but additional time may be required depending on your financial institution."
But today, Sept 26 (more than 20 days after) the same person just said: "CANCELLATION -NO SHOW- If you need to cancel or change your reservation, you must cancel and change it through the same website where the reservation was made at least 72 hours in advance.
On the day of reservation vehicles are held for two hours after reserved arrival time. After the two hours window, you will be considered a no show and we may or may not be able to honor your reservation, depending upon our availability. If you do not cancel prior to your arrival by 72 hours, or you are a no show, you will be charged a total of $ 50.00 plus mandatory taxes."
If you have the same problem with this company, please looking for carrentals.com victims and join us. We need to make viral this information. Thank you!
This was by far the WORST experience I have ever had with rentals. I traveled with my fiancé, niece, older nephew, my youngest nephew, step daughter and my mom. Both children are under 6 years old and my mother is a senior citizen who has a few medical conditions such as severe anxiety, so you can only imagine what the wait at the airport was like.
I was in desperate need of assistance. I searched through hell and high water for a direct customer service number to reach and I kept on getting directed to an email. I was stuck in the airport till about 2:30am with two children. We paid for a cab that cost me $61 (not including the tip) and the driver was busy trying to watch a boxing match while driving. Again it is 2:30 in the morning and it was thundering and raining. I had to keep reminding him that we had kids in the car.
Once we got to the house we were staying at there was nowhere to eat within walking distance so we had to find a vending machine and give two hungry children chips and juice before bed. Do you understand how frustrating this could be? I canceled my reservation because I didn't know what the cancellation policy was for carrentals.com. I ended up having to catch a cab that morning back to the airport which was another $55 (not including tip). To make another reservation through another company. I originally needed a minivan but because it was last minute I had to settle for a full size car for seven people.
Again, this is just poor business on the company's behalf. Had there been a 24 hour number available, I would've been able to speak to someone and save myself $116 plus dollars on travel. Not to mention the headache of two crying children complaining they were hungry. I have never been so frustrated in my life with any company. For whoever may be in charge needs to really consider a 24 hour 800 number just in case of emergencies and if there is one make it easier to find when searching because again I searched high and low for it.
So far the travel part of my vacation has been a nightmare. Again, seven people in a full size car that only fits five. As for my stay the island is beautiful but to get to point A to point B is a mission all on its own. I have been let down by the company horribly. I pray that for the sake of future customers there is a direct number to call.
SAN DIEGO, CALIFORNIA -- Having recently rented a car from Fox San Diego via CarRentals.com, I wanted to convey my utter dismay and frustration. I dropped the car back at San Diego airport yesterday, to find my final bill was some $830, which was quite a contrast with my original bill from Car Rentals at $358. Having rented many cars previously and in particular many times from San Diego airport car rental center from various rental agencies, I have taken out my own annual insurance coverage for CDW and SLI.
However upon arrival at Fox I was told my booking didn't include basic insurance at all, so whilst I had my own coverage for CDW and SLI, there was no basic coverage. I was left with no option but to take Fox primary insurance at the desk and hence my rental cost increased from $358 to $830! I have never rented a car whereby the 3rd party renter (In this case CarRentals.com) did not provide any insurance at all.
It seems to be a mandatory requirement of any rental, as all customers require it, and clearly the customer will be horrendously overcharged for the primary insurance when at the mercy of the rental counter. In my opinion, unless I have been misled by Fox, and in actual fact primary insurance was included, I believe the policy of carrentals.com to be irresponsible and misleading.
I was forced to cancel my reservation for not bringing the credit card I used purchased the rental in full for, already I'm like WTF? Once, I called to cancel and refund. There is $70 cancellation policy! Ridiculous! I waited 10 business days for the refund, Nothing. Called, the agent said they will re-process it. 10 business days later, Nothing.
Called again and now they put the blame on the car company. Says it's taken care of this time for sure. Another 10 business days later, nothing.
4th time I call, they can no longer find my case, reply to an email getting my name wrong. UNBELIEVABLE!
Called again, this time they say it might be a problem with the credit card and they will mail a cheque instead, wait 2-3 weeks, nothing. Made sure I dealt with a supervisor this time, still all they can say is SORRY (no offer of credit or waive of cancellation fee, nothing) and going through the same process again. Wait 10 business days. I'm surprised this company hasn't gone under, and I see why they avoid reviews option in their social media pages.
AVOID!!! **Should really have a ZERO star rating.
When I arrived at the Fox counter to pick up this car they noticed, to my surprise, that my driver's license was going to expire on Feb 8th, my contract was to the 9th, and they did not want to rent the car to me. I asked them to shorten the time and have the contract end on the 8th but they would not do that for me as I had booked through CarRentals.com. What they ended up doing is canceling this deal and renting to me for a much higher price. When I got home I sent 4 emails to CarRentals.com which they never answered and after talking to them by phone they refused to refund my money. I will NEVER use them again and suggest no one does.
RENTAL SHAM -- I rented a vehicle last week in Germany. The agency was "Dollar", who is owned by Hertz. They were fraudulent and charged more than double the quoted amount. My invoice was given to me in German, and then additional charges were added on, after I turned vehicle back in, in perfect shape. I was also Forced to take multiple types of insurance, that was not previously disclosed. This is their self-insured placed insurance. The bill was almost $400 dollars US, for a 5 day small Ford basic vehicle. I was quoted $120.80 for the entire rental!!!
The non English speaking customer care advocates could care less if your house was burning down with you in it. Fortunately, I will sue a local "Hertz" office to effectuate legal service, and get a remedy. A typical example of a Wall Street company doing a fraudulent, "bait and switch". Then, as a bonus, "Expedia" does nothing but collect their commission! Don't waste your time with Expedia, or Carrentals.com, because there is no concern or customer service with this organization. Life is too short. Just avoid these bad companies.
Booked a rental car for Economy (TransCanada car rental), when arrived at the off-airport location was told the charge was 30% more than I booked for because they required liability insurance (which my insurance company told me was covered by my insurance ID card which I had on hand). When I requested to cancel the reservation I was threatened with a $50 cancellation fee and no ride given back to the airport!
I have never been scammed like this in my life. CarRentals.com said they were powerless because the terms were buried in three pages of details hidden at the bottom of their webpage. Both Economy and CarRentals.com are scam artists. CarRentals.com is a subsidiary of Expedia.com. That says a lot about Expedia as well.
KINGSTON, OKLAHOMA -- Made reservations for a 12 passenger van with prepaid insurance, pick up location LAX Airport Van Rentals (AVR). At pick up they did not honor my prepaid insurance and would not refund me to go somewhere else because I used a third party CARRENTALS.COM so I ended up paying for insurance and a fee for under 25 yr. driver.
The worst part was they provided me with a beat up van that was filthy, dirty and had a bad smell, the company would not do anything to accommodate me with a cleaner van or work with me in any way. I contacted carrentals.com thru email because they do not have a customer service line and could not get anything resolved. Very upset and mad about the whole experience.
CHARLOTTE, NORTH CAROLINA -- I rented a car through Carrentals.com, the website directed me to Allianz car insurance, which is supposed to provide coverage of the rental car. I added the insurance, no problem. When I got to the pick up location, I was told that Allianz insurance isn't associated with Advantage rental, and that I would have to purchase their insurance, which was $27 additional a day. My car rental was a Pay Now, which is a discount price, but what they don't tell you is, when the car insurance is added, your rental amount is double the price you paid. There is no Pay Now discount really.
And I did try to cancel my reservation the day before, and was told by Advantage that I needed to email carrentals.com to cancel. I got no response until the following day, and was told by both companies Advantage and Carrentals.com No Refunds on Pay Now "discount " rentals. My car rental was for 4 days, they gave me No refund not even a partial refund. I will NEVER rent through CARRENTALS.COM again, and ADVANTAGE car rental is just terrible, I've had problems with them before. I hope this helps some save time and especially money.
JERSEY CITY, NJ -- Be aware. No customer service or anyone to talk to. Try to change the car rental but the company bounce you around. Worst company ever. Never used them, charge the credit card with using them, bounce you around for customer service. Order cancel month and a half before and still charge the credit card. Be aware. Do not used them. The company charge my cc and I never got the car because there is no one to talk to.