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.
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."
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.
Six minutes later their support team emails back:
"With all due respect, you should have asked because it said "may.""
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.
I will NEVER use this company again. Don't hide. Don't be snide. Do your job.
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!
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.
UNKNOWN -- With the help of CarRentals.com, Advantage Rent a Car attempted to charge us in advance for a car rental reservation, and when we rejected this hidden arrangement, they pretended that we could not cancel, and that we had agreed to be robbed. Yet, five hours later they offered to cancel for $50 fee.
My credit card company has assured me they will never receive a single cent from me. I have reported them to http://www.Illinoisattorneygeneral.gov and will dispute any charges from them with my last breath. They are the lowest of the low, and I refer not to price.
Do not use CarRentals.com or any of their products. They will try to steal from you.
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.
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.
PHOENIX, PENNSYLVANIA -- I've rented cars many times before but never with CarRentals.com. I reserved a car using CarRentals.com for a week-long trip to Arizona. My quote from CarRentals.com - rate and estimated taxes/charges - was about $176. I knew I would purchase insurance from the car rental company (Payless) and would therefore end up paying more than that. Once we arrived in Phoenix, we opted to pre-fill our gas tank ($53.47) and a slight upgrade ($9/day for a total of $63). Insurance charges came to $181.93. So our extra, optional charges, came to $298.40. However, we ended up paying a total of $659.46... still significantly more than CarRentals.com's estimate of $176 + optional additional charges of $298.40 = $474.40.
When I filled out the CarRentals.com survey and wrote my negative impressions of and experience with their company, I received snarky emails from Jean and Dana, suggesting that perhaps I had returned my vehicle late (I had not) and describing how they can't possibly foresee all the charges... um, isn't that your job?
If you rent with CarRentals.com, just know that whatever your "estimate" is, you will likely be paying significantly more than that. As I said, I've rented cars many times before and have never had an estimate that was so far off the mark.
Next time, I'll take my business elsewhere.
TAMPA, FLORIDA -- The customer service phone number for CarRentals.com is nonexistent. After booking with them through a third party (ebates) for a discounted price I tried to upgrade to the next larger vehicle size on-line. I got the run around partly due to renting through ebates. When I was told to contact CarRental.com via phone. The number was disconnected. The website doesn't offer a phone number and the internet has no information regarding a number. When I emailed them, they indicated I could not upgrade but would have to cancel, pay a fee and rebook. Didn't happen. I cancelled and will never book through them again.
MINNEAPOLIS, MINNESOTA -- I made a reservation through this website. I called the company a day before to just double check my car. Then I was told CarRentals had advertised it wrong and I need to pay additional charges and fees that were not available to view on CarRentals.com. I was charged more than double the amount of my initial fee, $250. I was frustrated and told them I would like to cancel my reservation but then they said, "sorry" that won't happen. After an hour and half of talking and making phone calls, I ended up paying $50 cancellation fee and walked out. PLEASE do yourself a favor and DO NOT RENT THROUGH CarRentals.com. Call the company that you want to rent a car from and talk to them directly, that way you don't have to deal with a third party that only wastes your money and time.
Also, their customer service is unprofessional and rude.
They have no phone that you can call them. This was my worse car rental experience so please don't go through this like I did, but then we all learn the hard way.
JACKSON, WYOMING -- I rented a car on the carrentals.com website for a quick business trip as my car was being repaired. Got an awesome online rate with unlimited miles with Dollar. Went to pick up the vehicle and was told that since I was not a deplaning passenger (this agency is NOT at the airport - it is in town in Jackson Hole, WY), the rate would be higher and I would be charged .29 per mile. Nowhere on the reservation did it state that. In order to find this policy you had to click on a difficult to find button with all of the fine print. Since this would have more than tripled the rental cost, I declined and went to Thrifty Car Rental in Jackson Hole, WY where they gave me a great rate and unlimited miles.
Dollar would not budge and when I tried to contact carrentals.com to complain I couldn't find a phone number. I sent an email and these bozos and they have been having a running dialog with me arguing that the Dollar agency IS at the airport and no matter how hard I have tried to explain, they simply don't get it and don't care. Then the online idiot said I could have clicked on JACKSON, MI and gone on the drop down menu to find an IN TOWN location. Even though the agent had stated our airport code (JAC) to me several times, somehow this nimrod thought I was in Michigan.
This carrentals, com AND Dollar car rental have absolutely no idea what acceptable customer service is. I will NEVER use either company again.