CALIFORNIA -- Arrived in Edinburgh with my confirmed auto rental with advantage car rental... this was being run by Eurocar... the total confirmed auto rental rate was $184 but the car rental counter charge was $510. I spent an hour on the phone with Expedia at the airport after a long flight and no sleep but was unable to get this resolved then when I came home Expedia I lodged a formal complaint but again would not honor their confirmed reservation rate...
I feel either the car rental companies are scamming Expedia or Expedia is scamming their customers. After having used Expedia for years, I won't even check Expedia prices in the future and will deal either directly with the rental car companies or another travel agency.
ADELAIDE SOUTH AUST -- Definitely don't Book through Expedia - Red Spot/Enterprise Car Rentals - they are dodgy!! I wish that we had read the reviews first. We booked through Expedia an Enterprise Car Rental (Red Spot Car Rentals) in Hobart, Australia and 9 weeks after arriving home received a Letter of Demand from Red Spot stating that we had scratched the car. We definitely did no damage to the car. We have contacted Red Spot and provided them with the following info and evidence.
On pick-up of the car there was much damage already done (many, many scratches) & the attendant went around the car with a disc saying that all of the scratches were within tolerance and that we would have no trouble with being held liable for any of the scratches. We insisted the attendant write on our copy of the Vehicle Checkout Report pre-existing damage (large scratches) around the boot area as these seemed the worse which he did and signed.
We have notified Red Spot that we don't intend to be held liable and provided them with a copy of the Checkout Report as further evidence but they are at this point lagging in getting back with acknowledgement and withdrawal of the Letter of Demand. We definitely put no scratches on the car. We only took soft carry-all bags and carried these on the back seat, not in the boot.
We will never hire a car from Enterprise/Red Spot again and never book through Expedia again. We cc'd Expedia in on this matter and all correspondence, but have heard nothing. Enterprise Car Rentals/Red Spot appear to us to be unscrupulous, endeavouring to get the car repaired through someone else's pocket or through the Insurance Company. Expedia should not use unscrupulous companies.
RED SPOT ISSUE NOW RESOLVED -
Further to my post below Red Spot Car Rentals replied to our issue on 2nd May advising that they have now retracted their Letter of Demand. Red Spot advised over the phone that they intend to upgrade their processes to ensure that all pre-existing damages seen & noted by the customer will be marked on all copies of the Check-Out Report and advised accordingly to the booking desk. I advise Red Spot / Enterprise Car Rentals and All Car Hire Companies that any and all existing damaged on vehicles should already be marked by them on the Check-Out Report for the customer's confirmation and satisfaction and to provide the Customer with the opportunity to identify any further damage for the Hire Company to note on ALL copies of the Check-Out Report. This should be the responsibility of the Hire Company who take on the responsibility of being in this business and providing their Customers the Top Level of Service.
OAKLAND, CALIFORNIA -- Complaint Reference Number: **. I booked a Premium SUV for 9 days via Expedia. When I got to Budget Car Rental at Oakland Airport, California. I was informed that Expedia had not booked a Premium SUV with them, they had booked a car that was two groups below a Premium SUV. When I showed them the booked voucher their response was 'If you want a Premium SUV you will have to pay an additional $236 extra.' Budget said 'Expedia do this all the time'. Got back to UK, sent email after email and so far Expedia has refused to pay. This is fraud.
I booked many things thru Expedia on a recent vacation where I was gone for a month. The car I wanted to rent was thru Eurocar. Expedia sent me to a location that wasn't open on Sunday in Malmo, Sweden. Had to spend extra money on a taxi to get to location and then to somewhere else to rent a car. I wouldn't trust Expedia to give correct information when doing business outside the US with a CAR rental company. Didn't have any problems with Hotels that I booked.
NEW YORK, NEW YORK -- I had an absolutely awful experience with Expedia where they essentially scammed $180 of my money and provided absolutely no services. They verbally promised to repay, twice. And then they emailed that they would not, and several weeks later have simply stopped replying to emails. DO NOT USE THIS COMPANY. Awful customer services. Here are my issues with what occurred:
I rented a car through Expedia and Europcar. Prior to arriving to collect the rental car, I called Europcar to confirm the car category 'VW Golf or similar' who said that there were no VW Golfs in this range ever available in this category, and in order to obtain a golf or similar I would have to pay an extra £15 a day. To advertise a car category in which the car does not exist is misleading advertising at best on the part of Expedia.
When I arrived in person to collect my rental car I was informed that 'at the manager's discretion, I was to be charged an extra £1000 deposit as I was a British citizen residing in the USA'. This was not detailed within the terms of the rental, and has never happened to me before when I have used Expedia for previous car hires with Avis. As this was a refundable deposit, I continued with the rental, accepting this ridiculous charge.
I was then informed that despite having full auto rental insurance coverage through my credit card I would not be able to rent the car unless I took out Europcar's own insurance at an additional cost of £25 per day. Again, this was not detailed anywhere in the rental agreement, and has never happened in prior rentals through Expedia before. At this point I suspected that the sales representative was attempting to overcharge for services.
The total amended bill was then produced, at a shocking £200 extra, plus a £1000 deposit. Given that I paid $178 for the car, this made absolutely no sense. I then said that I was going to cancel the booking and the Europcar representative agreed that this was the best course of action, and added notes to the file to detail why my status as a British citizen living in America disqualified me from being able to rent from them as I still carried a UK driver's license but US credit card.
The Europcar representative then stopped me when I was about to leave, and said 'let me see if I can cut you a deal outside of Expedia, oh look it's £278 for the car rental, will we do this instead?' This is unprofessional at best, and I can only assume that this entire farce listed above occurred as they are on commission and would rather personally make a sale than have one made through Expedia. This entire situation made me incredibly uncomfortable, given that the sales team had clearly attempted to manipulate charges in order to gain commission themselves.
With the affirmation of Europcar's representative that everything must be cancelled through Expedia, and all was ok on the end of Europcar I left without a car. I returned home 30 minutes later, and called Expedia's customer team. The woman I talked to spent 45 minutes on the phone to me, and contacted Europcar twice. On this phone call she confirmed that the refund had been fully processed and would be in my bank account within 5 days. She was profusely apologetic for the experience which I had just endured.
I then received an email from Expedia 3 days later. This was completely unexpected given that the customer representative said that the case was closed, the refund was being processed and would be transferred within 5 days. I am utterly shocked at Expedia's complete lack of professionalism as this should never occur. A full two weeks after this first email this sham is still ongoing, with Expedia now refusing to refund on the grounds that Europcar will not refund the monies which they agreed to do when on the phone to Expedia's customer services representative.
I should not be party to any of these issues as Expedia agreed to refund me fully. If a vendor then backs out of this it should be on Expedia to reclaim, not me. This has been a horrifically bad experience and I will never ever use either of these companies again. I strongly recommend that others follow suit.
CA, CALIFORNIA -- Here is my car reservation through Expedia: On Jan 14, 2016, at 5:40 PM, Expedia Travel Confirmation wrote: "Thanks! Your reservation is booked and confirmed. No need to call us to reconfirm this reservation. Car rental in Albany Jan 27, 2016 - Jan 29, 2016." Of course, when I got to Albany 10:30 at night, there was no car. I have contacted them countless number of times and spent hours on the phone. They still have not refunded me. Be aware, it could happen to you. Do not spend your money with irresponsible merchants! Feel free to share with others.
CHARLOTTE, NORTH CAROLINA -- Horrible Experience!!! DO NOT EVER use Expedia or Enterprise car rental. Both companies are a joke and do not care about their customers. I reserved a full size car and when I went to pick up Enterprise did not have a car for me. They gave me a compact piece of crap car. They sent me to the airport 30 minutes away and said they would exchange it for me.
Once I got there I was told they do not exchange cars. I got on the phone with both Expedia and Enterprise and they were both worthless and did not care about helping me. It was the most frustrating and horrible experience I have ever had with any company. Do yourself a favor and DO NOT EVER book through Expedia or use Enterprise.
GENEVA, WASHINGTON -- I reserved a car through Expedia with Budget in Geneva Switzerland. The Expedia confirmation stated EXPLICITLY that the quoted price include ALL mandatory taxes and fees. Budget added two items a "location surcharge" and a "registration fee" which came to almost the same price as quoted for the entire rental! No amount of arguing with them helped, their attitude was "it's your problem with Expedia not with us". I have spent hours on the phone with Expedia and they are completely useless and refuse to accept that when they say on their confirmation that the price includes everything it's not their fault if the "vendor" thinks differently.
I had booked a flight to Orlando from Seatac for 7 days. Due to bad weather the flight was canceled. We decided not to go. We asked Alaska Airlines for a refund and received one in two days. We also called Expedia to cancel our car rental so they called Dollar car rental and they waived the $50 cancellation fee. After we returned from our alternate vacation, I noticed my credit card bill had not received a refund for the car rental or the booking fee. I've been calling and asking for a refund (four times now). Average hold time 20 minutes. I've been told, "We're taking care of it." Fifteen days later and still nothing. I'll update what happens.
Next day (Sept. 3rd 2008) I was told I'd be contacted yesterday... no callback. I called back. I was told ** was working on it right this minute! Will call back. I'll wait... Next day (Sept. 4th 2008) ** called me back yesterday and told me the matter was resolved and I will get a full refund. (Might be one of those "The cheque is in the mail" type of things.)... I'll wait again. Next next day (Sept 6th) still no refund. I'll update next when I call or when I get my refund.
Next week (Sept 12th) still no refund. I called and asked what the hold up was. After much ado about nothing I was told that ** was not working that day, but she contacted the refund department and they said it would take 4 to 6 weeks to get back my refund. I then explained to the call center clerk that if I returned a pair of running shoes I would get credited for that instantly. I don't think they're allowed to hang up on you because I was being very long winded (remaining professional). I told her I would call back twice weekly to see how thing are progressing with the refund.
Sept 22nd still no refund (maybe I'll copy and paste updates). I was on hold for under 1 minute this time. I asked for ** the supervisor - not in today. Last time I checked he worked Monday to Friday. This was a relatively short because I'm getting tired of the same old crap.
October 16th Still no refund. I received a letter from my credit card company (CIBC Visa dividend card) requesting supporting documentation for the services not received. I gave them a call (30 seconds on hold) and explained to them that these negotiations were entirely conducted over the phone. CIBC Visa told me that they would credit my account and would let Expedia dispute the charge reversal. Hopefully this matter is finally resolved. No thanks to Expedia's much less than straight up business practices. Thank you CIBC Visa!
I called into Expedia about a car rental I had booked for my mother in law who was coming to visit us for our children's birthday. I booked online through the Expedia for TD site to take advantage of my TD rewards points. My rental was a reservation only and still required me to go to the airport and pay the car rental company which was not communicated to me until after my mother in law landed and went to the car rental agency. I contacted Expedia and was met with an extremely unhelpful agent that showed no empathy in our situation.
We then spoke to a supposed Supervisor who continued to recite the same policy over and over and was unwilling to empathize or come to middle ground. We asked for our points to be put back onto our credit card as we were unable to complete our reservation and pay the car rental company as our mother in law already provided her license and credit card for the reservation. The Expedia "Supervisor" advised they couldn't put the points back and had to escalate to TD rewards.
We then asked for his agent ID# to hold him accountable for ensuring this escalation takes place and he refused. We asked to speak with his superior and who he reports to and he advised he doesn't have a boss. This was an awful customer experience and am completely disgusted at the treatment of their customers and lack of accountability. I will never deal with Expedia again and will be sharing my poor experience and lack of resolution with anyone that will listen.