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.
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.
On Monday March 21st I rented a car from a small location at 7975 San Fernando road. Sun Valley, Ca, 91352. Their phone number is (818) 767-8816. The rate was $36/day and I had a 200 mile a day deal. I rented the car for 3 days.
I was scheduled to go to San Francisco from Monday 3/21 through Tuesday 3/22, it was a short trip so I had a tight schedule to complete all my tasks on very little time. On the Morning of Tuesday March 22 I was on my way to my first scheduled stop and on the way the car started to make a very loud and frightening grinding sound. I started to become alarmed but was trying to remain calm as the sound kept coming and going. After 10 minutes of this my concerns became greater and greater as the car continued to make the sound and it increasingly got worse very quickly.
I stopped and immediately called EZ rental hoping for assistance as my whole trip would be a waste if I did not resolve the problem in a timely manner. I was told by the man on the phone that the noise was pre-existing and to continue driving the car. I got back in the car hoping that what he had said was true and I could continue my trip uninterrupted but as I started driving the car again the noise had become severely worse and consistent with no break and the car began to jerk to the right. We had planned many things for that day and there was a 4 month old baby in the car and at that point I knew that it was unsafe to continue driving under those conditions.
I had no choice but to turn around and drive all the way back to our hotel to plan other arrangements. I was told by E-Z rental to take the car to Firestone. I called Firestone and they were booked for the next 3 days and referred me to another mechanic. I took the car there and after a brief inspection they told me that the car was not safe to drive due to a damaged wheel barrel. I called E-Z rental again and the employee said that he refused to pay for repairs and insisted that we drive the unsafe car back to Los Angeles. I refused to endanger myself and my passengers especially since I was warned by a mechanic not to attempt to drive the car and took the car to Firestone for repair.
** store Manager of Firestone contacted E-Z rental and the agreement was that we would leave the car there for repair and pick up. I had to cancel my trip and purchase 2 train tickets back to Los Angeles for a 7 hour detour and a very unpleasant experience all together. My trip was ruined. I spent much more money than I had planned. The car ended up taking over any time I could have used to complete my scheduled plans.
Your company was very unhelpful in assisting me with alternatives and basically left me stranded to figure out how I would return home. The car was used for 1 day and the rest of the trip was running around trying to figure out how to resolve this disaster.
I expect a full refund on the car rental expenses and to be reimbursed for the alternative train tickets that I was forced to purchase in order to get back home. I believe this is the least your company can do for me after endangering me and my passengers, ruining a very long anticipated trip and leaving me stranded miles away from home.
TAMPA, FLORIDA -- On June 26, 2010 I rented a gold Sonata (with almost 29,000 miles on it) for 3 days from E-Z Rent-A-Car, 5124 Cypress Street, Tampa, Fl 33607. When I started driving the car it was somewhat noisy and I thought it had a flat tire or a hole in the muffler. I stopped at an empty parking lot near the entrance to the freeway to check the tires and they seemed to have plenty of air. The closer I got to Dade City, Fl the louder the car became. I knew it was not the motor because it did not make a noise when the car was just idling. When I got to my destination, I immediately called E-Z Rent-A-Car to let them know the car had some type of mechanical defect.
I explained to ** what was going on and he told me to bring the car back as Sonatas were known to be noisy cars and they'd give me a different car. I explained that I had plans for Saturday evening that did not include driving the vehicle, but I would return the car Sunday AM.
On June 27, 2010 Sunday AM, I returned the car to E-Z Rent-A-Car. The car was checked and I explained to the young man what the problem was. When the young man checked the Sonata, there was absolutely no visible damage to the car. In fact, the young man told me to talk to the manager when I returned the new rental (an Electra) and I would get a discount for the inconvenience of having to return the Sonata and switch out the cars.
On Tuesday, June 29, 2010, as planned I returned the Electra. I was not aware that there was any problem regarding the Sonata rental. Several days later I checked my cell phone which had not been working well and found a message from ** the manager of E-Z Rent-A-Car. After returning from vacation I called E-Z Rent-A-Car to explain that I definitely had done nothing to damage the Sonata. When I returned the Sonata, it was in the exact same condition as when I picked it up. I did nothing to damage any part of that car.
** told me the matter had been turned over to Risk Management Services as there was now damage to the front wheel. I was under the assumption I was being accused of causing mechanical problems and I told him whatever was wrong with the car was the result of previous renters. He told me they would be checking with the previous renters but all they would do is to research the problem was to ask a survey question as to whether the previous renters had experienced any problems.
There were no damages noted when I returned it and the young man who checked the car in did not note any damages when he checked the car prior to exchanging it for another rental car. The policy at E-Z Rent-A-Car is that they will not give you a second rental car if you damage the first. I was given the second car rental because there was no obvious defect noted when I turned in the Sonata. Any mechanical defect that the car had was present when I rented it. E-Z Rent-A-Car is now billing me for $1,200 damages to the car. This damage claim against me is a fraud and a scam perpetuated by E-Z Rent-A-Car, Tampa, Florida!
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.
CANCUN, MEXICO, TEXAS -- We rented a minivan from E-Z car rental/American car rental in Cancun Mexico. The price quoted is what we paid and they put a hold on our credit card for $1,600 dollars. When we checked with our cc company they told us it's standard procedure and it did drop off by the time we were back home. The car promised is what we got and it was only fairly new.
ORLANDO MCO AIRPORT, FLORIDA -- Rental Confirmation: $173.22 -- Actual charge: $789.45. Thinking of renting a car from E-Z Rent-A-Car? You might want to read this first!
I booked a car from Orlando (MCO) Airport with a confirmed price of $173.22. (Confirmation#: EZ Rent-A-Car ** $173.22) At pickup, the E-Z representative (name withheld) offered me an upgrade at "no additional charge". After a brief discussion about the expected gas mileage of this bigger, upgrade car, I agreed, as it was a 'free' upgrade. I then specifically declined the additional insurance (CDW). The only additional fee I agreed to at pickup was the Easy Pass (SunPass) pre-paid toll which the E-Z representative (name withheld) assured me was a one-time fee of some $37 (this later became $55.92, but that was the least of my problems!)
To cut to the chase, after I returned the car (undamaged), I got my credit card statement with a payment of $789.45. (Contract # **.) Despite my agreement to take the upgrade only if it was free and my express instructions that I did not want to take additional insurance, the E-Z representative (name withheld), or someone in the office had added a $120.20 upgrade fee and Collision Damage Waiver (CDW) to the contract. To add insult to injury, the CDW cost even more because they charged me the rate for the bigger car.
Despite calls almost everyday to E-Z Rent-A-Car's Customer Care department and repeated e-mails to them requesting they review my contract, I have never once received a reply. Try calling the E-Z Rent-A-Car Customer Care at 407-674-1006. The call is never answered! If you wait on hold a message every minute or so will inform you that they are busy assisting other callers, but despite how long you wait, your call will not be picked up.
The message will suggest you leave your name and number and they will return your call within one business day. I imagine that if anyone at E-Z Car Rental ever bothered to listen to those messages, mine would be the first voice they would hear! I have lost count of the number of phone messages I have left, all unreturned. I have sent e-mails to the same E-Z Rent-A-Car Customer Care department and never received a reply. I'm out $600. Don't let this happen to you!
ORLANDO, FLORIDA -- SCAM ARTISTS: E-Z Rent a Car aka USA Car rentals. We hired a car from E-Z Rent a Car/USA Car rental (same people which change names to suit weather). We declined the top-up insurance and had to prove by supplying copies that we had full/top tier car insurance, which we had and consequently supplied our State Farm paperwork. They took copies. We paid in cash for entire rental but then next month our credit card bill arrived with a deduction for $102 insurance. On calling them we were told it was an error and would be refunded. We waited a month. No refund.
Called them again and were told that we had signed for the insurance. We asked for proof of such a signature as it was not on our copies and we knew that such a signed copy did not exist. The young lady was quite rude and angrily stated that she would now have to go through archived records but said that they would find it and send it.
Of course it never arrived and now they ignore us and have not replied to emails. We complained to our credit card company but they said that we had signed the rental agreement. Yes we did but we did not request, want or sign for extra insurance. Apparently however EZ car/USA car rental can, once they have a signature, deduct whatever they want even though it is unauthorized and you cannot actually hire a car without giving a credit card. Our credit card company was disgusted as well and after 4 months, hours of time, frustration, upset and dozens of letters the bank themselves refunded us $50. We are still down $52. This was a scam.
There should be a class action lawsuit against them. No other business could get away with this appalling method of illegally taking customers money. STAY AWAY FROM EZ Rent a Car and USA Car rental unless you want to pay double for your car. What a great way to increase profits. Just steal it! SCAM ARTISTS. I am writing to the BBB and warning everyone.
ORLANDO, FLORIDA -- I usually use National, Alamo or Avis, in that order. I made the unpardonable mistake of making a reservation with EZ based on price. Never, ever again. No one came close to their rate: $135 for three days out of Toronto Pearson for a midsize. I booked it. Should have read more but I rely on information being in the reservation: unlimited mileage, pick up point, etc... What I didn't dig deep enough to find is they'll take any chance they get to leave you stranded.
I called from CMH after a bump opportunity for $400 came up. Their lot closed at 10 but my new flight would not get in 'til 11. They said there was no way to do an after hours pick up and they would not honor the reservation if I picked it up the next morning. So, fine, I lost out on $400.
My plane ended up leaving late but was only supposed to be an hour. Well, between boarding and sitting at the gate and delayed landing, my plane ended up getting in just before 8 instead of 6. Another 15 minutes to get to the 'courtesy' phone only to be told 'You didn't call so your reservation was cancelled'. I don't have an air phone. He, in fact, said they had no cars available. The central reservation operator blamed me and said it was their policy to cancel any reservations after 1 hour and I should have called them. There is no such information on my reservation. She said it was in the policies on their website.
I not only don't have an air phone, I don't have Internet access in the air. I've had dozens of car rentals and never had one cancelled on me because the plane was late. Oh, the nice lady did apologize for the inconvenience but I made it clear, in less than gentlemanly language, that getting in two hours late and then being stranded in Toronto with no car was not merely an inconvenience. So I lost a $400 voucher, paid $50 in cab fees to get to the hotel and back and the new reservation, with a different company, of course, cost $150 more than my original reservation.