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.
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 them 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. REALLY.
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 Tucson. 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 vehicle, 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 supersedes 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
LONDON, UK -- Carrentals.com uses fine print on a separate page, the kind you really have to look for, to understand the various charges that they are likely to charge you when you show up? They do the usual--tell you the car comes with full coverage, but then mention you are liable for the first £1,000, and that the coverage doesn't include tires and glass. I'm used that one.
The new one they got me on is that I rented the car in London to travel to France. While this is completely normal in Europe and foreseeable, as it's less than 3 hours drive away on the Euro tunnel, the surcharge was basically the same as the price of the entire rental. Bottom line: a rental fee of £100 per day for a standard car, instead of the £50 I was expecting.
After I complained customer service explained I should have let them know in advance, as stated in the fine print. But conveniently, the reservation form does not ask whether the car will be driven to any other country, and the fine print appears in a separate page.
This is essentially a bait-and-switch scam. Mind you, if you don't need anything extra you might be ok, but they make their money on the unsuspecting. Hopeful they will fold soon.
DUBLIN -- This has been the worst customer service experience I've ever had. A simple issue with a refund required has led to over a dozen emails and numerous phone calls.
The service offered by Carrentals.com has been absolutely appalling, they have made no serious attempts to help and have no communication within their office. I would strongly recommend using any other company than this one. Their practices are misleading and unhelpful.
I have asked numerous times for an address to lodge a complaint with and have received no response, instead a vague attempt to address the issue.
I can't stress enough how strongly I would recommend not using this company.
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.