ORLANDO, FLORIDA -- On October 24, I arrived at E-Z Rent-A-Car to pick up the compact car that I had reserved at 6:15 AM over a week in advance through their website directly. I would be returning the car by 10:30 AM on October 29. Although there wasn't a single customer at the front desk, and I even had to call on a phone to speak with an employee, my car was not ready upon arrival. They informed me that since it wasn't ready they would be upgrading us to a convertible at the same price. Although the gas mileage was not as good, we decided we would accept it since we reserved the car at this time for a reason and could not wait any longer.
I made sure to thoroughly read over the policies outlined on the website so we would not run into any surprises upon picking up our rental. The website states that anyone between the ages of 21-24 will pay a $20 per day underage fee. The contract we received said $25 per day which added up to an additional $30 charge. I informed the employee of this and he continued to tell me that he has no authority over what fee I am charged and cannot make any changes to the contract. I decided that once I arrived home I would contact E-Z Rent-A-Car and have them adjust the discrepancy for me.
We made it out to the car, and I could not believe the condition of the car that we were receiving. The scratches were covering the entire car's perimeter. I couldn't even possibly begin to write down every dent or scratch on the damage liability form. I ended up marking nearly every single block of the car I could on our form. The car's interior was even peeling on the passenger side door! We were extremely embarrassed to be driving this around. Sad to say, we felt as if we had been taken advantage of by the employee saying this was an upgrade from what we actually rented.
Unfortunately for us, on our way back to our hotel, we accidentally drove through an E-Z Pass toll road. We knew that we would be charged a $25 administration fee for this plus the cost of the toll as stated in the contract and expected this to show up as a charge to our card within the next month.
When you call E-Z Rent-A-Car's customer service line it offers the suggestion of sending them an email or leaving a voicemail to get in contact with someone. I wanted to clear up the overcharge for the underage fee and discuss my negative experience with someone. I sent my first email to them on November 9 and didn't receive a response. I sent my second email to them on November 24 and received an email the following day asking for a contract number. I emailed them my info three days later On November 28. By December 8, I still had not received an email back.
I was charged $27.50 to my credit card for what I thought was my missed toll on November 23, which I fully expected and anticipated from Advantage Rent-A-Car Tolls. I then received a second charge on December 5 in the amount of $91.43. I had no idea what this could be.
On December 7, I called to receive an emailed copy of my invoice to see what my final charges were for. I noticed that I had toll charges of $16.43 and an administrative fee of $75. I was extremely confused because I only remembered going through one toll. I then called the number listed on my contract under the tolls heading to get a copy of all my toll violations, and I didn't even get my sentence out before the representative began talking over me that she could not help me and I would need to contact customer service.
Since customer service was closed, I called them the following morning. Cynthia answered the phone, and I spoke with her regarding the underage fee. She agreed that I was overcharged and said she would be processing the refund I was due. I informed her that I had some unexpected charges and would like a copy of my toll violations. She emailed them to me and informed me that there were four toll violations, and it looks like they waived one of the administrative fees for myself as well.
Once I received my email, I noticed that for two of the missed toll charges on October 29, I was no longer in possession of the vehicle. I also noticed that I had somehow accidentally missed another toll that I was not aware of. I called customer service back again to have them remove the charges that did not belong to me. I was then informed that the number I was previously told to call, does not handle toll charges. I was beginning to get extremely upset at this point and felt as if I was getting the runaround. Each time I had to call a different department I was waiting on hold for over twenty minutes.
I called the toll department and the representative researched my account for me. He informed me that they had an error in their system and I was accidentally charged for two tolls and one administrative fee that did not belong to me, and that's what some of the charge was for on December 7. I let him know this didn't add up since I was charged a total of $118.93 and my total balance due was actually $58.59. He continued to tell me that I was never charged $27.50 for any missed tolls. I let him know that there has already been so many glitches in their system, that I'm sure he's wrong.
Sure enough, he found that they had yet another error in their system and accidentally double charged me in error on November 24. He said I would be refunded the $27.50, but it would take around three weeks for this refund to process. I told him that this experience has been a nightmare from the start and asked if I could receive a $25 waived administrative fee just like they had originally done when they thought I had four missed tolls. This representative informed me to call back customer service since he cannot handle this.
I now had to call back customer service for the third time in one day and informed the representative whose name I believe may be Linda or Laura of what happened. I was beyond aggravated and upset at this point of all the “accidental” overcharges I received and the hassle I had to go through to receive the money back that I was rightfully due. She automatically told me that they are refunding the charges of what they owed me and she is refusing to do anything further. I continued to question and let her know how aggravated I was with the situation and after all of this, the company should do something as a convenience to me.
They were willing to waive a single fee when they were charging me for another customer's bill, but not for my own. I could not remember the person's name I spoke with at the time, which I now know is Cynthia based on the email she sent me. Since I couldn't recall the name she said rudely, “Then, I don't know what to tell you.” I let her know I now have money tied up for over a month from an error on their part. She said this is not the company's fault, as this is a third party. I did not give my credit card information to anybody except E-Z Rent-A-Car and the toll violation department had previously stated it was an error in E-Z's system.
I let her know this, and she just told me again that she's not refunding anything and that's the way it will stay. She attempted to say that I was also already given a discount of $8.50, however, that was a promotion that I received online when booking that anyone is entitled to. I did ask to speak to a manager, however, she did say that she was the manager. She said this is in my contract, and that's how it will stay.
After a bit more back and forth, she said very rudely that she'd send me a 10% off coupon. I let her know that I will never be doing business with this company again. She rudely stated, “Then this conversation is finished,” and promptly hung the phone up on me. Not once did anyone acknowledge all the mistakes that the company made, offer to do anything for me as a customer for this horrendous experience, or even utter the words, “I'm sorry.”
I have now been overcharged $30 for the underage fee and $60.34 for tolls that belonged to another customer. This comes out to $90.34 of supposed accidental errors in the system and the company is refusing to waive any fees at all as a courtesy and was stated that had already been waived.
DFW, TEXAS -- I booked the vehicle to be picked up at the DFW airport rental area. I am a local resident of DFW and I needed the car for a Quick Trip out of town. I got to the counter and handed the attendant my Drivers license and he asked, "Are you okay with a 150 mile daily limit? Since you live locally we put a limit of 150 a day to the car. Anything over that will be $0.39 cents a mile."
I told him "I didn't see that in the terms of the rental bc I actually read the terms" and he said "If you look at your term, at the bottom there is a link that says additional terms and you have to go to the additional terms and find it somewhere at the bottom." He said because this is the ONLY E-Z Rental in Tx they don't want local residents renting the car. So they put a 150 mile limit unless you have an airline ticket. Then only do they waive it.
Well trust me when I say I will NEVER rent from you guys again. Guess what "E-Z rental" company management? When local residents rent a car, we pay we real money too! So real money gets added to your account just like when a airline traveler rents you cars. Hard to believe huh?
We're not stupid, your rule is there to limit miles encountered on your vehicles. It's rare that an out of towner puts 150 miles per day on a car and drives out of town. So less use of your cars. I had to run around for an hour and finally find Enterprise to rent a car from that morning. It was a major issue and it wasn't cheap that morning of.
If this was such an important piece of your rental program it SHOULD have been mentioned on the main terms page and not somewhere else at the bottom. Your name in itself is false advertising. "E-Z rental"? Yeah right, it should be called "If you rent, don't drive it Rental!" No wonder you only have ONE location in TX, I'm surprised it stays open! Never again! Trust me I'm telling everyone your little secret additional terms.
TAMPA, FLORIDA -- I use rental cars for about 20 weeks a year. And I have never had an experience as difficult as the ones at this company. For the last 2 weeks, I have gone in and rented a car from them. Their rules regarding proof of insurance was more difficult than any other company I have ever rented from. Most companies just want to know the company you use, but they want a letter showing proof of collision and comprehensive insurance. Ok. That's fine. So I had my insurance company send the letter the first time I rented from them.
4 days later, I returned my car and rented again. I told the guy I just returned a vehicle and my policy is the same. So he just took my policy info from the car I just returned. 5 days later, I returned that car and rented another car. I dealt with the same guy as 5 days before. He told me they don't save the info so I'd have to get the letter again from my insurance company. They sent him a new letter, but evidently it was for the ONE car on our policy that we don't have both comprehensive and collision on. So I told him we have both and they must have sent the wrong vehicle info.
So he says loudly in front of other customers as he slams the letter on the counter that I need to show him where it shows both coverages. Uh, rude. So I called back my insurance company and told her I needed the letter for a different vehicle that showed both coverages. So, small talk with the lady on the phone, I told her this was the most difficult rental car company I've ever used and it was definitely not "E-Z." So, the new letter came to the guy. He sat there for a good 5 minutes reading every line of the letter. Then comes to me with a horrible attitude and tells me that "I'm not trying to be difficult, but I want even more info in this letter."
The letter he had was LITERALLY the exact same letter that they have used for the previous 2 weeks! And it wasn't a problem before. Then he started yelling at me about telling people they weren't easy to deal with and told me that he was cancelling my reservation and I needed to leave the property. I have the right to my opinion on their company.
If it is a pain to deal with them, why should I lie to someone and tell them it's easy to rent from that company. He was extremely rude and had no reason or right to yell at me in front of every customer that was in their facility. This company needs to step in and teach some customer service and manners to their employees.
DENVER, COLORADO -- To make a long story short: this company said today they want to send me to collections because I refuse to pay for damages I am NOT responsible for! I have written to BBB of Florida (their HQ) and FTC. I plan to write to the CEO and Insurance commissioner of CO where we rented the car to lodge complaints. Incidentally, I asked for and was not given the names of supervisors/managers two months ago. I did not cause damage to the car. The car was damaged, we took it because of a family emergency, and they have no proof what so ever we are responsible. We are not. Total scam. Avoid EZ Car Rental like the plague.
FT. LAUDERDALE AND FT. MYERS, FLORIDA -- This company rented my family and I a damaged car which we promptly returned to the nearest office once we discovered the damage. We rented from the Ft. Lauderdale airport location and returned it to Ft. Myers. The Ft. Myers office couldn't have been ruder, less helpful or downright negligent.
I spoke to the corporate office on the phone who assured me we would not be charged for anything and apologized for the behavior and horrendous customer service. Today we received a bill in the mail for the damaged car which was rented to us. Not to mention the filthy vehicles, the even filthier child seats we had the misfortune of having to use, and the overall awful experience, compounded by the fact that we were in the area for my father's funeral. We have never experienced the level of callous behavior, filthy product, and irresponsible business practices. This company put our family in an unsafe car and is charging us for it.
PHOENIX, PENNSYLVANIA -- My fiance and I made car reservations for a car out of Phoenix Sky Harbor location. We rented a Hyundai Sonata from their company a few weeks prior. They first give us a banged up Volkswagen Jetta when we arrived. They said because they don't have the same car I reserved available. We go back to the mini office they have in the parking lot and they say that is all they have available to give while I see that they have about 80 cars.
We go back to the car and decide it's too much so we go back again and then they me Hyundai Elantra which is smaller than the Sonata which is bigger and accommodates my height. I start the car and the low tire pressure warning signal lights up.
So we go back after 2 cars for the third time and ask to cancel the reservation and the employees start to argue. My fiance asks for a manager and the the third employee that was there being quiet says he is the manager. I think why he didn't help us from the start instead of starting our vacation with such a sour taste? He then gives us one of three Hyundai Sonatas they have there. I don't recommend them at all. Bad service. Not an honest company. Bad cars that are not maintained properly.
ORLANDO, FLORIDA -- PLEASE save yourself a ton of aggravation and DO NOT rent from this company. I have tried them twice and both times I was charged double or triple what I was quoted when I made my reservation online. They do not explain charges when you pick up your car and you end up with a huge bill in the end. I have been calling customer service for over 2 weeks now about my issues and they keep telling me they're submitting things for refunds but nothing has been resolved. I have called them 6 times, emailed them and spoken with a manager. Their standard response is "Someone will get back to you within 48 hours" but I have yet to get even 1 call or response.
HORRIBLE CUSTOMER SERVICE. As a last resort I've had to call my credit card company and dispute the charge morning to find out the car was never entered into the system as returned and I was being charged another day. I spoke with a very nice woman would told me she would speak with upper management to try and get my issues resolved and would call me back within 48 hours. She never called me back.
I have called customer service 6 times, spoken with a supervisor and emailed them a copy of paperwork they requested. I have yet to get my issues resolved and have NEVER gotten a call back from any of the people who I've dealt with, not once despite everyone telling me I'll hear from them "within 48 hours". I am quite disappointed. I've had no issues with the vehicles but the customer service department is HORRIBLE. I've had to resort to disputing the charges with my credit card company.
FT LAUDERDALE, FLORIDA -- Got to airport and was expecting what I reserved, a convertible Mustang or comparable... that does not mean a VW bug with 20,000 miles on it and a mess. During the Holiday week they said that is all they had left... fine but make a price change or give me a few days free... answer, NO. So I went to another car rental counter and got a better rate and a Chevy Camaro convertible. NEVER again will Sleazy EZ rent a car get my business.
LAS VEGAS, NEVADA -- We got an unsafe car... No question... Within 30 miles of getting the car, I needed to take it to a garage. These guys were great and I'm glad I went there. Customer service is non-existent! I will never again, put my family in jeopardy, nor will I waste vacation time, by going with a less expensive car rental company without a good reputation.
SEATTLE, WASHINGTON -- I travel a lot and I am a frequent car renter. I E-Z Rent A Car is the worst. Stay away from them. If you happened to have reserved a car from them, here is a trick that could gel you. First, let me tell how I learned this trick. At pick-up in Seattle airport office, the agent asked me whether I wanted to buy their collision insurance or just use my primary insurance. I told them I would use my primary insurance and I did NOT want to buy their insurance. The agent then asked what was my insurance company. I said Farmers. He nodded with a big smile in his face.
It all appeared natural and easy. Then the agent pulled out a contract and showed me which space I needed to put my initial and signature in. I did exactly as he said. Guess what, I was charged for $114 for their collision insurance in the invoice after I returned the car. I call them about this two days later. They told me that I signed at the line "I accept the Collision Damage Waiver 500 (LPC) 10.99 per day". Stupid me, all I recall is that I saw the word "Waiver", and I had asked the agent if that meant I don't buy their insurance. He said yes!
My phone calls were answered by different people. The person named ** was an extremist. She claimed that she was the boss of that place. She was arrogant and rude. She showed absolutely no intention to help. No one else did. Every time I called, I had to explain the situation all over again. They then promise to look into it and call me back but never did. I called the headquarter in Florida for help, and it turned out to be a waste of time. Now you know the trick. Beware of this line, don't sign this line "I accept the Collision Damage Waiver 500 (LPC) 10.99 per day." if you don't want buy their insurance. And better yet, don't rent from E-Z Rent A Car, it not easy.