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.
VANCOUVER -- Rent a car. 1361 Robson St, Vancouver, BC. I rented a car almost a month ago and paid for it at that time. Now I got here and.... No car available! Yes, not kidding, there is no car for me. First, they said it was special requirements in the contract. I didn't require anything! Then, they tried to give me a compact, I rented an SUV!! All in all, I've been waiting here for a couple of hours, and I'm going to be waiting for I don't know how long. I lost my trip already, and no solutions. DON'T RECOMMEND NEVER, RUN AWAY FROM CARRENTALS AND THIS REPRESENTATIVE IN VANCOUVER!!
Do not give these shady opportunists your money. Our whole trip was canceled due to the coronavirus outbreak. Everyone (airlines, hotels, etc) either gave us a full refund or full credit in light of the world crisis. Everyone except this company. And mind you, I first called Thrifty (who was actually going to provide the vehicle). And Thrifty told me at first, don't worry you'll get a full refund with no penalty. But then, upon noticing I had booked through CarRentals.com, told me I must contact them. And well... even though I had made my reservation with them less than 24 hrs ago, they told me they'd be charging me a $55 cancellation fee. So gross. Lesson learned. Please pass it on.
MISSOURI -- I used CarRentals to reserve a car from HERTZ JAX. I also purchased the insurance using CarRentals. When I arrived at the pickup location I was informed I did not have insurance, and would need to purchase it, and If I wanted my spouse to drive, there was an additional cost. Since I could not find another car I was forced to agree to HERTZ's terms. This ended up doubling the original cost which I had prepaid to CarRentals. On appeal to CarRental is I never heard back. HERTZ did contact me and would not consider my problem and refused refunds. Take caution when using HERTZ as well as the insurance sold by CarRentals. The partnership between these two companies ends at the webpage... DO NOT EXPECT SUPPORT.
Absolute scam artists!! Rentalcars.com is a second party provider who just take your money, they do not care about customer satisfaction nor reveal all conditions until after you have already made payment. Be warned that they state cancellation is free, it is not free!!!
I booked a car using the app and not until I paid was it revealed that you must catch a shuttle bus after waiting half an hour, then travel 20 min to your car. When I arrived, I was expected to provide a $1000 deposit for a one day hire which would take “minimum” 28 days to be reimbursed, Carrentals.com did not advertise this at all. I missed an important meeting that day, the sole purpose of my trip.
Their ‘customer service' is delivered in the form of copy & pasted responses via email with no possibility to speak to a person to resolve complaints.
Save your money and time, don't use Rentalcars.com
CHICAGO -- Be very careful using this company! They rented my family a car from Fox that advertised, “Unlimited miles.” They collected ALL FEES in advance (several hundred dollars). When We got to the Fox rental counter they explained that due to “geographic restrictions” the car WAS NOT unlimited miles. Fox refused to give me the car that CARRENTALS.com collected money for in advance. I then contacted CARRENTALS.com and they refused to refund the hundreds of dollars they collected for services that were NEVER RENDERED! This company should be avoided—they have a blatant disregard for their customers and are stealing money from families for services that are NEVER RENDERED! One can only wonder how many thousands of dollars they take from honest families every year who never actually receive the services (car rental). A very interesting business model indeed.
--NONE--, PENNSYLVANIA -- Perhaps I was naive to believe the posted special car rental price of $41 USD for a week. I chose to use my own insurance. The email I received warned me about the $2500 credit card deposit; that was fine. But when I arrived, the company wanted to charge me $225 more for insurance, saying I wasn't allowed to decline insurance without a signed letter from my insurance company. This was not explained in an email. This website does not do enough to prevent rental companies from posting false prices.
LAX, CALIFORNIA -- STAY AWAY, I rented a car on this website $193, I got to the counter for pick up, mandatory insurance 200 for five days, plus $200 deposit plus $20 credit card fee, plus other fees and taxes that you never heard of, so basically they give you cheap prices, and they catch you on the counter, I called carrentals.com, he was reading what he has to say because it seems it's very common NO REFUND, THEY JUST RIP YOU OFF $193, THAT SHOULD'VE GONE FOOD TO YOUR KIDS
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.
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."