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.
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.
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.
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!
OCEANSIDE -- I made a reservation to rent a car. They said the price would be $224. Then on the same day I made the first reservation I needed to change just the drop off time. So I contacted them by email about it. I waited and waited and waited for the to contact me. They never did. Then finally I called them and NOW the price is $700. So I told them I don't want the reservation. So they charge me a cancellation fee of $25.
They jacked up the price by almost $500 and they won't let me cancel with the fee.
That is not right.
Their communication was horrible. I don't trust them at all.
Then two months later they charged my credit card for the balance due on the rental that they charged me $25 to cancel two months before.
Honestly I would try a different company.
We recently took a family vacation to Costa Rica. We booked a full size SUV for our trip. When we arrived at Economy Rental Car counter (the company CarRentals.com booked our reservation with) they gave us a Hyundai Tuscun. The full size SUV was stated in our reservation to be a Mitsubishi Montero or similar. In addition insurance to cover the car was $53.00 a day. I should have read the reviews for both CarRentals.com and Economy before booking. There are many people who have had similar experiences.
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!!
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
I am 100% dissatisfied with the service CarRentals.com offered me. I made a reservation 4 months in advance to rent a full size van with insurance as I was traveling with a group of 13 to the Dominican Republic. I called a week before my departure to confirm my reservation & see about a car seat for my toddler. According to the Alamo representative everything was set. The day I arrive I discover CarRentals.com had over sold & they had no vehicle available for us let alone a car seat. Aside from that I paid $90 for an insurance that doesn't cover in the Dominican Republic. We were traveling with 4 kids so imagine the nightmare waiting around in the airport to find a vehicle that would accommodate 13 passengers in high season such as Easter Break. It was an infuriating experience. First & last time I ever use this website.