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Carrentals.com

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1.0 out of 5, based on 22 ratings and
29 reviews & complaints.

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Avoid CarRentals.com at all costs
Posted by on
Rating: 1/51
BELLINGHAM, WASHINGTON -- I wish I could give CarRentals.com zero stars, as this was just a terrible experience.

It all started with the reservation. I reserved my car through CarRentals.com to get a good deal. The process was a bit much, but I've had worse. As I was completing the reservation, I distinctly read that this location may accept debit cards. (hint: this comes up later.)

I selected Enterprise as I'm familiar with them so I could rent a car and take a trip to Wisconsin for a business meeting while we were on vacation in Chicago for the holidays.

I arrived at Enterprise to pick up my car only to find out that they would not take my debit card. Yes, I am well aware their site says, "may". If they won't take a debit card, it should be "will not".

I could have brought one if I had known, but I prefer to not carry as I only use my credit card in emergencies.

Enterprise lied TWICE about trying to contact me about not accepting debit cards for people who live out of state, first saying they tried to call me and left a message, but then admitted they did not have my full phone number (even though I gave it) and then admitted they really did not. Then they lied about emailing me about the credit card issue.

So now I have to wait for an hour while my wife bundles up our two kids and drives back to bring my card.

And I'm late... Thanks.

This was all avoidable. If they could not contact me - admit it. If there was an issue, so some empathy. They did neither. I'll use Enterprise again, but not this location.

You shouldn't either.

So I contact CarRentals.com to let them know about the issue. I wasn't happy, but having worked from companies like this I know it's good to hear if there is a problem that can be solved, especially since it was CarRentals.com that I used for the reservation.

Mind you, I asked for nothing. This was just an, "I'm not happy at all, but you should be aware of this" type email.

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A little over an hour later I get a response that left me speechless:

"CarRentals.com would like to take this opportunity to thank you for taking the time to email us with your comments. We continue to strive to meet or exceed our customers' travel expectations and if one of our affiliates does not fulfill their obligation to you, then we appreciate being made aware of their shortcomings.

We would have been happy to find out their policy re: debit cards if you had requested that we ask for you.

Our FAQ section states:

How can I pay for my car rental booking on CarRentals?

The total rental charges will be billed to the rental car vendor when you pick up the car. Please keep in mind that every car vendor we service accepts credit cards as a payment. What about debit cards? That depends on the car vendor, exact location, your age and whether you have proof of a round trip ticket. If you already have a reservation with us, it is easy for us to assist you. If you do not have a reservation, you must provide us with ALL the details (car vendor, car type, pick up location, if over 25 years old, and whether you are a local renter or not) and we can help. After you make a reservation, you will be given the toll-free number for the vendor and if you prefer, you can contact the car vendor yourself directly. They can easily supply you with accepted payment information. Please note that cash, pre-paid cards and gift cards are not accepted.

We hope that the next time you wish to rent a car you give one of our other vendor the opportunity to give you the excellent service you deserve."

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Did you get that second paragraph? "We would have been happy to find out their policy re: debit cards if you had requested that we ask for you."

Are. You. Kidding. Me?

That's their job. It's their job to know and they dropped the ball. Here is my response to this:

"Actually, I just won't use your service again.

The second paragraph of your template, "We would have been happy to find out their policy re: debit cards if you had requested that we ask for you" is ridiculous. Your PAGE stated they may accept debit cards.

I should not have had to ask.

I'm done."

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Six minutes later their support team emails back:

"With all due respect, you should have asked because it said "may.""

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With all due respect? Here was my final comment to CarRentals.com:

"I would like to thank you for the response, however ill conceived your last response may be. It was illuminating. Many online companies pride themselves on customer service. I know it can be difficult sometimes receiving emails from angry customers.

I recall that I used to feel that way sometimes. I wanted to send a quick one or two sentence response to an angry customer in an effort to one-up their frustrated response. It's akin to dropping the mic and saying, "BAM! I'm out!"

In reality you provide additional fodder, do nothing to solve the customer's initial problem and instead steel their resolve to make their experience known to others.

It used to be said that, on average, a satisfied customer will tell 3 people while an unsatisfied customer will tell 7. Unfortunately, social media popped up and transformed that.

But enough of this back and forth. I stand by my original complaint, as well as my second. I'll just add this to the online reviews and no longer use your service.

Merry Christmas."

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I will NEVER use this company again. Don't hide. Don't be snide. Do your job.
     
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leadsgr on 2013-12-28:
I wish I had seen your review prior to me booking my. Its funny I rec'd a response with similar info. "With all due respect." I got dinged $50 when I tried to upgrade via phone to a larger car. They "Sixt" said I couldn't through them but would have to through Carrentals. com. CR said no I would have to cancel and rebook with the applicable fees. I've been back and forth trying to educate CR about customer service to no avail. Post your experience on Facebook, Twitter wherever you can to get the word out about this horrible company.
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Misleading!!!
Posted by on
Rating: 1/51
We booked a car through Carrentals.com because they had the best rate. When we brought the contract to the counter for the rental, we were told we couldn't rent the car because we didn't have a valid drivers license OUTSIDE the USA or Canada.

Unfortunately, we didn't read the fine print. But there is no indication on the website that this is an issue. They even quote in US dollars. We found it very misleading. We realized this was a mistake on our part, and would have been glad to make amendments to the contract, even for extra $, but Carrentals.com told us there was nothing they could do for us. So they had our money and we had nothing! We will NEVER use them again.
     
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At Your Service on 2012-12-31:
It's unfortunate that you didn't understand this when reserving the vehicle. It does stand to reason that a valid drivers licence would be required and, whereas they may have turned away other valid rentals for your reservation, I can further appreciate the non-refundable deposit.

It's a good lesson learned. Thanks for posting.
jktshff1 on 2012-12-31:
Where was this?
Tezrien on 2012-12-31:
What country was this in?
clutzycook on 2012-12-31:
Dispute the charge with your credit card.
bob932304 on 2012-12-31:
I'm confused. Were you renting in the U.S./Canada or outside the U.S. and Canada? Are you a U.S. or Canadian citizen?

Some countries require an International Drivers License (can obtain from AAA) even with your U.S. license.

Please clarify. What did you do? I'd be pretty upset. Did you go to another rental company?
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Scam, Do Not Deal With
Posted by on
Rating: 1/51
WHO KNOWS -- All conducted online. Rented a car from a major airport to be returned to same. Rate offered was reasonable (not great). Credit card info requested (I presumed to hold reservation). Receive confirmation email stating that it was pre-paid and non-refundable. This was never mentioned prior to the confirmation email. There is no phone number for customer service, only an email address.

This is an absolute scam and I am surprised the BBB has not shut them down yet. I will be filing a complaint and hope those who have been ripped off like me, will do the same. Avoid these crooks like the plague!
     
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Carrentals.com Provides Inaccurate Information
Posted by on
I reserved an SUV via Carrenatals.com website that provided a competitive quote for the features for an established car rental agency (Enterprise).
My trip was a drive from Teaxas to Florida.

The email specifically states that the mileage was UNLIMITED ( snapshot from the email listed below.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Vehicle Type: Intermediate SUV

Features: Automatic, Air Conditioning, Unlimited Mileage
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~``
After returning the car to enterprises car rental, I was astonished to know that I was charged $0.25 per mile for going over 1000 miles per week limit. This cost me an additional $126.00 in overage charges.
Luckily, I returned the car in Florida and decided to fly back to Texas.
Had I drove back to Texas I would have been charged an additional $325.00

Please, Please, Please, Please DON'T waste your TIME and MONEY using Carrenatlas.com. You will be disappointed.

My $0.03


     
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Alain on 2011-12-31:
Thanks for the heads up. Never heard of these folks. I think I'll just stick with Hertz since they've done well for me, so far.
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Horrible Experience
Posted by on
I would give this company a zero star rating if it was available!

Horrible customer service by the company they set us up with - A Plus Rentals in San Diego. When we arrived to pick up the vehicle we were told that A Plus Rentals has no control over what is on the CarRentals.com website so they don't have to honor the agreement. What??

Additionally, when we finally got a vehcile, it was so low on gas I was afraid we wouldn't make it to a gas station. The attendant at A Plus Rentals stated that there is no access to gasoline in the Encinitas area of San Diego. Do they think we're stupid? If there is no access to gas, how are we supposed to buy gas?

The man who insisted he's the manager says that the owner of A Plus Rentals lives in Hawaii and therefore can't be contacted. This "manager" has the worst customer service skills I've ever encountered. His only answers for our dissatisfaction are that he's not responsible for what it states on the website or on the contract - that what he says is instead their policy. Mmmm. I guess he's never heard that what's in writing supercedes someone's opinion.

CarRentals.com has no telephone number on their website so forget trying to get help from them. When I sent a complaint by email, their response was that the "manager" says he already talked to me. Gee thanks!

I've just cancelled the additional three weeks I needed on this vehicle. Let's see if they actually accept the cancellation or if I'm going to be complaining again next week.

If you want to donate money to a bunch of losers, feel free to rent a car from CarRentals.com.
If not, RUN THE OTHER WAY!!
     
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False advertising
Posted by on
Beware of booking a car through carrentals.com. The website may appear to offer the best prices on car rentals, but that is a function of false advertising. The website does not provide the user all pertinent charges/fees as I found out this past weekend. I reserved a car from a local airport for 2 days and car rentals showed the rental as "Unlimited mileage" with total estimated charges of $111. Upon arrival at the car rental company (Usave) I was told that carrentals.com had not provided complete information and I did not qualify for unlimited mileage. In addition since I was not flying from the area airport I would be charged an additional $50/day and other fees - none of which were provided by carrentals.com. The representative for USave did mention that he had faced several customers of the website who had faced similar issues.

The issue with carrentals.com is not that Usave charged me the fees - it is about presenting a consumer complete information prior to booking so as to not mislead the consumer. I ended up paying $300 for a rental which was initially confirmed for $111 + ~$20 in insurance. The only recourse at this time is to make sure that as many consumers as possible are aware of carrentals practices since it is not worthwhile to pursue legal action over $175. If you find carrentals.com to be the cheapest car rental option, please call the actual car rental agency you will be renting from to confirm the charges. Do not trust the quote provided by carrentals. com
     
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Weedwhacked on 2010-09-20:
I'd never rent from a website called carrentals.com. Where do people come across these 3rd party sites?
trp2hevn on 2010-09-21:
What location were you renting from?
jqbiz on 2013-07-14:
I've dealt with them. They are a portal, directing you to a car renter. They don't rent cars. They provided me the phone # of the rental co and a printout of the terms. I called the renter and confirmed the terms in advance of arrival. Rocket science.
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Bad Website. Excellent Customer DISservice!
Posted by on
Rating: 1/51
I had an extremely bad experience using carrentals.com. I had a hard time with their website getting my reservation to toggle to pm instead of am but thought I had finally accomplished this. Their confirmation email says nothing about whether it is am or pm and I mistakenly assumed they were making the correct reservation. I returned my car early to Enterprise and all of a sudden I owed $100 more. I could not find any phone number to contact them. In fact, the one listed online was actually Priceline and it would not recognize my reference number and there was no way to get anybody on the line. When I wrote them via email, they took no responsibility for the malfunction of their website and in a very rude manner said they can't take responsibility for my mistakes. I am now stuck with paying $400 to rent the cheapest vehicle available for 2 days. Enterprise who didn't even make the initial mistake is willing to split the extra fees incurred. Never use this website and the company has no integrity as far as I am concerned.
     
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Terrible Choice - Carrentals.com Doesn't Have Rental Agencies Requirements
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- I rented a car through Carrentals.com with agency ACE. This was a local Atlanta rental, so I was not flying in or out of Atlanta. When I arrived at the rental counter for ACE, they told me I couldn't rent the car because their "local" requirements were to have a valid round-trip airline ticket or proof of airline itinerary for rental of the vehicle. Then to follow up, there was no place to contact Carrentals.com by phone to resolve the issue. I called ACE, and they said there was nothing that could be done. Save yourself the hassle and don't rent from Carrentals.com, as their terms and conditions are buried deep in fine print...make sure you read them from top to bottom, as some of the rules and terms and conditions for their agencies (e.g. ACE) are very different from standard more well-known rental car companies.
     
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Go Elsewhere
Posted by on
Rating: 1/51
INDIANA -- I made a reservation online with Car Rentals.com. When I realized that I needed to upgrade my vehicle, I was given a very hard time b/c they claimed I agreed not to cancel my reservation. I made the same agreement on another online car reservation site and when I needed to cancel, I simply paid a cancellation fee and had no issues. Carrentals.com does not have a phone number where you can call and talk to a person to discuss the issues. They only have email and they hide behind the email to be rude, abrupt and unhelpful.

They wanted me to pay a cancellation fee and then upgrade my reservation. I was trying to get a better vehicle and pay more money, but was going to be charged a fee for it and then if I did that, I was not given an option as to with whom I could rent my vehicle. This is a serious lack of customer care or customer service and I will definitely not use them in the future for any car rentals.
     
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Don't use carrentals.com
Posted by on
Rating: 1/51
I booked a car through carrentals.com. Don't do this. Ever. I was duped into buying car insurance that wasn't even useful. It was $65 for a day's worth of insurance, which is very high. I had to buy car insurance again when I went and picked up the car. The reason why I was duped is because the site automatically charges you car insurance unless you untick boxes and the boxes aren't easy to find. I cannot believe I fell for this stupid trick. I feel silly, but also ripped off. I think this is totally unethical behavior and I will not be using carrentals.com again. I encourage you to do the same.
     
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