SEATTLE, WASHINGTON -- My experience with this company was very good. I booked through their website on the day I intended to receive the car, in order to get a better rate compared to the rental counter at the airport. By accident, I selected incorrect dates. At the E-Z Rental Car desk they issued me a new rental but wanted nothing to do with the refund. They emailed the receipt and told me to contact Carrentals.com. Well I was a little nervous about this considering I had now paid twice for one rental.
I emailed Carrentals right away and they emailed back stating that the fund was a special offer, non-refundable, etc but if I rebooked through their website for the same dates they could exchange the booking. Well it was too late for that so I thought I was out of luck. But I wrote a nice email explaining the whole situation and they surprised me by offering to do everything they could provide a full refund. And they did! They went far out of their way to make up for my mistake, and made not a penny off my booking. So yes I would recommend them and use them again. Hard to find that kind of customer service in an online broker.
SALT LAKE CITY, UTAH -- This is the worst rental booking agency! Honestly, beware! I tried to move my rental up just four hours and they quoted me 50% of the cost I had paid for 4 full days. And since I was charged for 4 full days, I should have been able to move up at min cost, if available. On top of that, the service agent was awful and rude.
I rented a car through this website. Got a really good price from Economy Rent a Car in Orlando. They forced me to pay more than twice as much because they refused to accept my auto-liability ins. card. I had the choice of paying up or ruining my vacation. Other customers were similarly harassed. You have no recourse and the website gives you no indication of their deceptive practices. DO NOT use this website.
FLORIDA -- So I rented a car, prepaid, nonrefundable, but I had a death in my family and did not go on the trip, I was not expecting a refund, but what I did not really agree with was they charged me a no-show fee of $30.00, so they get the rental fee for a car I didn't use but charge me for not using it. Never will I use them again.
Prepaid a car rental through carrentals.com and when I turned car in at the end of the trip, Fox (the car company rented) said they had no record of prepayment, so I had to pay twice. I have been trying to undo this for two days and keep getting passed around between agents at Hotwire. There seems to be no real carrentals.com, but I have a confirmation that I paid in my email box. VERY FRUSTRATING!!!
I was so excited to find a car for three days with such a phenomenal price with unlimited miles. Get to the counter and first I notice a sign that said "We will deduct $200.00 from your account if you use a credit or debit card. No refund will be issued until car is returned then allow up to 10 days for refund." Deep breathe... Too late to not rent the car but ok... I hand the agent my trusted printed out confirmation and before even looking she asked... "Are you flying in," I say no. "Where are you traveling?" North Carolina. She says "Ok we have to charge you per mileage." I said no my reservations say unlimited mileage.
She said "Well if you flew in that would be true but since you are local we have to charge you. I can add that in for you?" Wait... No why doesn't it say that on my reservations??? "Well you have to look down at the very bottom and it says that." I look all over my trusted confirmation and nowhere on the sheet does it say that. "It must be on the terms and condition page." I walk away totally disappointed and pray that my car will make the trip. I cancelled my reservation once I got home and then I see... "You may be charged for cancelling on the same day"... What the what??? I immediately cancelled the reservation I booked for July. This is pure foolishness.
"Thank you for booking at CarRentals.com. Below are the details of your reservation. When you arrive at the E-Z RENT-A-CAR pick-up location, use the confirmation code. Questions about your reservation? Call E-Z RENT-A-Car customer service 404-761-4999.
Your Confirmation Code. Reservation Details. Nissan Versa (or equivalent Compact). Unlimited mileage. Air Conditioning. Automatic. Pick-up. Friday May 20th, 2016, 10:00 AM. ATLANTA - Hartsfield International Airport (ATL). Atlanta International Airport 6000 North Terminal Parkway Atlanta, GA 30320. Drop-off. Monday May 23rd, 2016, 10:00 AM. Atlanta - Hartsfield International Airport (ATL). Atlanta International Airport 6000 North Terminal Parkway Atlanta, GA 30320."
BUFFFALO, NEW YORK -- I had a confirmed reservation with CarRentals.com. (Enterprise Confirmation Code: **) with Enterprise, a company I have used before. On the way to pick up the car I received a call from the Enterprise location. Enterprise called me when I was in route to pick up the car to say "I don't know why you got a reservation, we do not have any cars. Here is a number to call." Thanks for leaving me stranded at the airport. I contacted CarRentals.com and got a generic reply.
Here it is: "CarRentals.com would like to thank you for emailing 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. You had a confirmed reservation. There are times due to unforeseen circumstances, such as another renter not returning a vehicle or when unexpected damages occur to the vehicle, which cause the vendor to be unable to provide you a vehicle.
If you were able to obtain a vehicle from another source, you can contact their Customer Service Department to seek reimbursement if the charges were more than originally booked. Of course, any options added at the rental counter would still be at your cost. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers."
A few days after I received a call from Charles the manager at Enterprise. He was apologetic and offered to comp a few days rental. Well, I do not need another rental car. I sent Charles an email asking for a gift card for the difference between the two rentals (about $30.00) and to this day I have not heard back. I thought this very reasonable for the inconvenience. Certainly I would not recommend either of these companies.
I would never use CarRentals.com again. The rates may appear to be good but that isn't the way it turned out. It was a waste of time and an inconvenience. And to Charles at Enterprise...you got my phone number...you have my email. I am still waiting to hear back!
CALIFORNIA -- I Googled for car rentals near LAX. One of the first that popped up was CarRentals.com. Looked legit with all the major companies listed. Booked a rental with the lowest priced one - Economy Car rentals. Never heard of it, but whatever. Done deal.
Got into L.A., but plans changed and had to cut my three day stay short. No worries, I'll just return the rental and get refunded. Wrong!!! Economy Car rentals didn't want anything to do with the refund - "call CarRentals.com," I was told, "and they'll refund you." I had to insist to get a receipt which stated that I returned the vehicle early... A little unnerving.
Sent an email to CarRentals.com explaining the situation and requesting a refund, and here's what I got instead: "Unfortunately, you had a prepaid rental which could not be cancelled, changed or refunded. You agreed to these terms at the time you purchased it. As such, there is no refund for early return. Sorry."
Maybe I misunderstood the terms when placing my order. I know I misunderstood the part that says I am not dealing with the actual rental company, but a middleman (Maybe it didn't say that anywhere?). A middleman that does not want to give up a penny they have received from you! I've never heard of such terms with a car rental!
I honestly thought I would be dealing with the actual rental company. Just like you do when you buy an airplane ticket from CheapOair or Orbitz or something. You can call the airline and deal with them. Well, not here. WHY did Economy Car Rentals not tell me this when I went to return the car??? I would have kept it for the duration and let my son use it.
Never, never, never, never again! This goes for both of these dishonest, pathetic, Fly-By-Night companies. These guys haven't even HEARD the word "customer service"! Don't try to save $5/day like I did, go directly with a reputable company. Don't get ripped off! Take your money and RUN away from these highwaymen!!
I must say... They are probably the greatest scam artists ever... I can only hope that karma really exists. I reserved a car online for a trip a few weeks in advance through carrentals.com. It was advertised that a credit card was needed to reserve the car but it would not be ran until I picked it up. Few days later they charged my card. "Ok, that's fine. I will just pay for it now," I thought.
Get to my destination and Payless Car Rental (who I will also never shop with again) says that they do not take payments from carrentals.com, only reservations. So I need to pay again. Also, the amount for the exact reservation I ordered was over DOUBLE when I got there. They claim that additional taxes prices may vary. The taxes costs more than the car itself. I was stranded. Tried to contact carrentals.com by phone... They make that almost impossible to find a phone number. They said I would have to file a complaint through email. I ruined my entire first day of my trip and spent the next few days stressed over money.
A few days later I tried again and they said that the money would be reimbursed when I dropped off the car. It wasn't. I chose to let my bank deal with it. 3 months later... bank says they can't get the money back. I spent the most time I have ever spent online trying to get a PHONE number to call carrentals.com. They definitely want to avoid people's calls. Got a guy and he says that the car was reported still not picked up. And that I should email them. I want to explode. These people have figured out a way to steal your money and hope that you get so tired of the chase to get it back that you simply give up. I want a lawsuit.
WASHINGTON -- I have used Carrentals.com twice before, booking cars in Atlanta and Orlando. I received excellent prices to the point where I was nervous about bait and switch, but both went smoothly. Granted this is more on the rental company, and I've wondered, 'well what can CarRentals.com do if they DO try to rip me off?
Well on a trip to LA I found out. My flight delayed, I looked up the location of the company I booked via CarRentals.com. First thing that came up was a review saying I was charged 5 times as much as my original reservation. As I ran through the airport expecting the worse, I made it just 5 minutes late and was told my rental - which I reserved via CarRentals for about $60 for the weekend - would actually be 89 a day before all the add-ons as if that mattered. After a bit of a battle I left and thinking of the previous review I read, decided to avoid the agency across the way thinking they may be in on it (turns out they do in fact share the same parent company).
I ended up at Alamo where I paid an additional 210 over my original agreement - only slightly less than the amount I refused to pay from the original location. To wrap up this long story, while my complaints to the rental company went unanswered, CarRentals.com was incredibly helpful and responsive, a few times even contacting me when I had given up on hope of this being resolved. Finally, 4 months later I was shocked to receive a reimbursement for the difference in cost from the rental agency!
I'm still amazed they were able and willing to pursue this to the end; I've heard so many horror stories about rental companies that it seemed hopeless: really I was venting with no expectation of getting my money back. Given some of the negative reviews, I can only guess that perhaps they have realized their clout and are now wielding it to keep rental agencies responsible and their clients satisfied? After all, they can really hurt a company's web presence if they want to. I'll certainly use them and recommend them again.