MINNEAPOLIS, MINNESOTA -- I booked a one day car rental for Minneapolis with Advantage Car Rental through CarRentals.com and paid in advance as required. When I arrived at the car rental ticket counter I was told that I needed to show proof of automobile insurance first. I had declined their online coverage option.
I of course have coverage for my personal vehicle but I don't carry proof on my person. It was after business hours so I could not reach my insurance agent. I have never in 37 years of renting cars for business trips been required to show personal proof of insurance! This was a bizarre requirement. So Advantage refused to give me a car so I had to go over to the next closest car rental desk at the airport and rented a car from Budget without a problem, but at a much more expensive walk up rate.
Later when I complained to CarRentals.com they said their fine print said that people who legally live within 65 miles of the airport renting location (which I do) have to have a return ticket back out. I did. I was flying back out of Minneapolis the following day. Nonetheless Advantage did not give me the car I paid for and CarRentals.com refused to offer compensation for the unnecessary extra cost I incurred when they and Advantage fell into breach of contract. Avoid both of these businesses! They cannot be trusted because they do not honor their own policies.
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.
I rented a car through Carrentals.com via kayak.com. The company pre-charged my credit card, which was unusual. When I got to the car rental kiosk, I was informed that I would have to purchase "mandatory" insurance which would raise the entire rental fee by 60%. The attendant was apologetic, because this seems to happen all the time with Carrentals.com. Given that the price was $100 more for four days of rental, I declined the service and immediately informed Carrentals.com of my cancellation. The company allowed me to cancel the reservation but refused to give any type of refund.
I called several times to the company, but I was passed around on the phone and I could not reach anybody of authority. The communications that I did have with the company were very bureaucratic and doctrinaire. In the end, I lost $150 because of this service. I will never use the service again, and I would not recommend this company to anybody. Their business model is to hide fees and nickel and dime you. When you figure out that you have been ripped off, they refuse to speak with you.
JERSEY CITY, NEW JERSEY -- Arrived at Ace Car Rental counter on 12/25 in Liberia, Costa Rica to pick up car booked via carrentals.com only to find out that no cars were available. Incurred 4x charges to find my own transportation and conversation with carrentals.com agent via email was boilerplate suggesting to contact Ace to get my $25 back and any incremental charges potentially occurred. Would stay away. Highly unreliable in my first and last experience.
ICELAND, FLORIDA -- These scumbags have billed me $991 US for a scratch on the car that did not happen during my rental. They would not even inspect the car while I was returning it and I had to take pictures. Under dispute now but DO NOT RENT FROM CARRENTALS.COM ESPECIALLY OUT OF THE USA.
CALIFORNIA -- Misleading layout to this site. Booking in a rush, my reservation dates were displayed large across the top, actual reservation dates displayed on the side. I thought I was reserving for a different date, and am now stuck with a $15 cancellation charge. Incredibly frustrated!!
CABO, MEXICO, ARIZONA -- I booked a car through CarRental.com at Fox Rent A Car in Cabo San Lucas, Mexico. The total costs were to be $264.00. Guess what? Total was $516.40. The advertised car insurance through Allianz at $9/day was not a company Fox would recognize. The process of the car rental took 1 hr to get out the door.
ONLINE, MARYLAND -- Unfortunately, I didn't check the reviews here before dealing with this site. We made a reservation for a 12 passenger van through Carrentals.com. Two days prior to the pickup date, the rental company canceled due to "a glitch in the system". At this point, there are no vans available anywhere in the area. Carrentals.com said that sometimes things happen like this. After reading some of the reviews on here, I'd say it's more often than not! I will NEVER use this site again!
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: "... 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."
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. Merry Christmas."
I will NEVER use this company again. Don't hide. Don't be snide. Do your job.