Carrentals.com, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My account have not been credited for the specified amount yetHowever, there's time until August 31, as promised by the business
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was informed by Michelle, customer service, that the order was prepaidAnd because of that, I have no way of knowing if I was charged until I receive my statementThat may take a month since I just recently received a statement prior to this transaction
Sincerely,
*** ***

Hi ***,Our team reached out to you to apologize for the situation and ensure that we will personally reimburse you for the $feeI just wanted to confirm that we have done that and you're satisfied with the resolution.EricEscalations Team, CarRentals.com

We understand from the customer’s complaint to the Revdex.com that the mileage information was not clearWe thank you for bringing this matter to our attention and the opportunity to clarifyCustomer feedback helps ensure we continually meet and exceed the high standards CarRentals.com
customers have come to expect.When one rents from the vendor selected by the customer, unlimited mileage is only provided for rentals of three days or longer Although the customer did not notice the information, it was provided in the Car Rental Company Rules and Restrictions which could have been viewed by clicking on the link on the Reservation Page.As a courtesy, we are willing to reimburse the customer for the additional mileage fees and look for ways to make the mileage restrictions more transparent

We thank the Revdex.com for the opportunity to address the concerns of our customerWe understand from the customer’s comments that he was denied a vehicle with unlimited mileage
First, we would like to state we have contacted the vendor to request a full-refund and have been assured the
refund has been processed. We ask the customer to check his credit card statement in a few days to verify
Second, we understand from the comments that the customer does not feel that information regarding local renters having limited mileage was available prior to reserving. We would like to add the following screenshots which show that the information was provided on the Reservation Page. Please see attached
When one clicks on the Car Rental Company Rules and Restrictions for a rental at DFW through E-Z, the following information is provided:
Local Renters are defined as living within a mile radius of the renting location
LOCAL RENTER MILEAGE EXCLUSION Local Renters are subject to a maximum mileage limit of free miles per dayA mile charge of $will be added to any additional miles
We thank the Revdex.com for bringing this matter to our attention and the opportunity to clarifyCustomer feedback helps ensure we continually meet and exceed the high standards CarRentals.com customers have come to expect

We thank the RevDex.com for this opportunity to explain that, as a courtesy, the customer has been issued a full refund
When the customer contacted us three months after the pick up date to request a refund for a reservation made at the incorrect airport, we offered a refund with a nominal cancellation fee. Important to understand is that the the vehicle was guaranteed for her arrival unnecessarily.
We are disheartened to learn the customer was not satisfied with our response and felt the need to contact the Revdex.com

We thank the Revdex.com for this opportunity to provide additional information. When the customer booked her prepaid reservation, it was necessary for her to input her credit card information to secure the reservation. In the credit card module, it is noted that one must bring the same credit
card used to secure the reservation to the rental counter. According to the manager of the FOX rental location, the customer did not bring the required credit card so was offered the opportunity to make a new reservation using a different credit card but refused and wanted an exception to be made on her behalf. When she was advised that no exception could be made to the policy, the manager states the customer became irate and disrespectfulAs such, FOX is unwilling to issue a refund We do wish to make it clear the customer was charged by FOX for this reservation, not CarRentals.com We apologize for not being able to resolve this issue to the customer’s desired outcomeWe suggest

Complaint: ***
I am rejecting this response because:I would like a full refund because I will be canceling my trip I will not need a car rental anymore
Sincerely,
*** ***

Thank you for the opportunity to address your concerns as sent to the Revdex.com We understand from your comments to the Revdex.com that you would like to have a Pay Now reservation refunded due to the inability of the vendor to provide you with a vehicle We have
contacted AVR on your behalf and they have agreed to the refundA check has been sent to the address you provided when you secured your reservation In addition, we wish to extend our apologies for this unfortunate incidentWe regret the experience was anything less than exceptional

Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your prepaid reservation We are disheartened to learn you were not satisfied with the speedy response via email and felt the need to contact the Revdex.com for assistance.We understand from
your previous correspondence you did not intend to secure a reservation at LAX and would like a refund We have contacted the vendor on your behalf and have been assured a refund has been processed so please check your online credit card statement in 5-business days for the refund.For the future, and we certainly hope there will be other opportunities for you to use CarRentals.com, there are filters available on the website which can be used to eliminate airport locations from displaying rates if you wish to rent at a non-airport location Since the customer has been reimbursed, we consider this matter closed

Hi **,It looks like one of our escalations team members has reached out to you to offer and issue you a courtesy full refund.We hope this matter has been resolved to your satisfaction.Regards,EricEscalations Team, CarRentals.com

Complaint: ***I am rejecting this response because:Case and point, carrentals has complete disregard for what I am asking and explainingNever did I ask for a full refundI explicitly asked for the difference in price from a compact vehicle to a SUV vehicle.The screen shot attached shows my confirmed reservationI would agree it is fault of anyone to assume anything, and my example below is how every single person to ever reach this website, will calculate their decision....example:here is the car rental websitewithout knowing every model of every make in every country, its safe to assume a customer will see an image of a vehicle, a price, and details outlining the transmission type ect ect.here in this example you clearly see a small red door car for a price of Xyou then see a larger blue SUV for price of Xa customer can infer that the other "similar" cars in this category are going to be/look like the little red car in the imagesame goes for the blue suvit would be safe to infer that another SUV of similar size would be given as an alternative option. the simple fact that you have a photo of an SUV for a kia evolution (which is not an SUV) shows you are purposely misleading your customers with an image of one car and a name of another.I have spent more than enough time trying to point out the obvious, a simple partial restitution was what I was seeking, and I would have complained no further and would have continued to do business with your companyYou clearly want to fight this until the end to make your dollar You have lost not only my business but anyone within my social circleI would imagine your business owner would see that is a fight not worth winning. I will no longer pursue any correspondence further this emailI expected better from a professional organizationBut lesson learnedYou will receive the appreciate remarks on the apple app store as well as every other creditable review medium. Please consider the environment before printing this email. Sincerely,*** ***

Revdex.com case # ***
Reservation : ***
We thank the Revdex.com for this opportunity to provide some clarity and assurance to the customer she will receive her refund once she completes her rental
We contacted Alamo and had the reservation changed to a pick up on
January 16th to January 17th at 7:00p.mas the customer requested in her email to the Revdex.com. Alamo agreed to the change and assured us the charge for the renal was now only $and the difference of $would be automatically credited back to the credit card she used to secure her reservation once she has completed her reservation
We would also like to add that had we received an email from the customer regarding this matter, we would have certainly answered her and advised her that all she had to do was call Alamo for assistance as she stated to make the changes requested
We consider this matter resolved

Hi ***,Sorry to hear about your frustrations here, as well as you unable to pick up your carAs a note, each car rental company and location has a different policy when it comes to geographical restrictionsOnce you make a selection with a car rental company, you can find any policy information
in the 'Car Rental Company Rules and Restrictions' link at the bottom left of your page before finalizing any confirmationsHere, you'll be able to see if you're able to travel to your locations of choiceHere is the information that U-Save provided on their policy page:***GEOGRAPHIC RESTRICTIONS*** All vehicles are restricted to travel within CaliforniaLas Vegas, Nevada permitted with prior authorizationIf taken outside these areas mileage will be charged at .50usd/mile.Prepaid reservations cannot be modified, cancelled, or refunded, as per the terms and conditions required to click and agree to before booking the reservationTo make it clear, we at CarRentals.com do not own or handle any final transactions, as the merchant of record is always the supplier (as evidenced by your credit card statement showing U-Save as the company who made the charge)However, CarRentals.com needs to initiate the refund request as it was booked on our website.I reached out to U-Save to see if they were willing to make an exception and issue any courtesy refundThe location manager agreed to issue a full refund, minus a one-day service charge of $The remaining $should be processed back to your credit card within 5-business days.In addition, I see that you purchased an insurance policy with Allianz for $I have just submitted a request to Allianz to have this refunded in full.Again, sorry for the difficulties you experienced in trying to get this resolvedI hope this has matter has now been resolved to your satisfaction.EricEscalations Team, CarRentals.com

Deceitful Company with Horrible/Non existent Customer service
I tried renting a car through CarRentals.com on 1Jan17, using my debit cardHowever, I received a pop up message that recognized my card was a debit card, not a credit card, and was told that CarRentals.com only allows reservations to be made with a credit cardI do not own a credit card, so tried booking again listing myself as the driver, and using my girlfriend's credit cardThis reservation went through, I received a confirmation email, and my girlfriend's credit card was chargedHowever, upon calling E-Z Car Rentals (the rental company the booking was actually made at), I was told that the name on the credit card had to match the name of the driverI went to CarRentals.com website, and found two phone numbers listedBoth phone numbers listed are for another company, Hotwire.com, who weren't able to provide any assistanceI then emailed CarRentals.com, and was told a refund would not be provided because I used the "Pay Now Special."
The CarRentals.com website posts Hotwire (a sister company's) phone number as their phone numberHowever, when you call this number you are told they cannot help you with anything because it is a different businessObviously this is just done to thwart the tons of unsatisfied customers
The deceptive practice of allowing users to have two different names listed for the driver, and the payment information needs to stop immediatelyIf the website can detect that I'm using a debit card instead of a credit card, it certainly can be made to tell that the name being used for the driver doesn't match up with the name of the credit card enteredThese are very deceptive/unethical business practices, which need to be looked intoAfter doing some research on the company, it seems to be a very common occurrence

Good Day ***, We really apologize for the long delay in our responseDue to the hurricane issues on the past days we've been having a very high volume of contacts to handleStill, you should have received a response right away. In regards of your prepaid reservation, Advantage does
not offer cancellations under circumstances, however, we have two options: 1. If you make a new Pay Now reservation with Advantage on CarRentals.com, Advantage will be able to make an exception and refund the original one at no chargeIn addition, the new booking must be equal to, or greater than, the amount of the original bookingIf you decide to do this, please send us both confirmation numbers (the one to be canceled, and the one to be kept), and we will contact Advantage for you about your refund. 2. Advantage does offer a courtesy refund in the event of an emergency, with a $administrative feeIf you choose this option, please let us know to forward your request. Once again, we really apologize for the delayed response, we take this feedback seriously and we will work hard to increase our customer's satisfaction with our service, I wish you an excellent day! Victor,Operations Supervisor, CarRentals.com

Revdex.com case # ***- *** *** Thank you for the opportunity to address your concerns as sent to the Revdex.com We understand from your prior emails to CarRentals.com and from your comments to the Revdex.com that you were dissatisfied with the
vehicle provided We also understand you made your selection based on the image of the vehicle in the car box rather than the description in the car box which stated the vehicle would be a compact car The model of the vehicle and the image of the vehicle were provided as an example of vehicles available in the class size reserved Nowhere was there any mention that the vehicle would be an SUV. Our apologies if you assumed differently We understand the customer was disappointed in the vehicle provide but since the description was accurate, we would not be able to honor the customer’s request for a full-refund

I am rejecting this response because: I have read car rental cancellation policy - NOWHERE its mentioned that it cannot be refunded if there is a danger to one's lifeWill Car Rentals take FULL responsibility if anything happens to us? We are not cancelling our vacation because we don't want a vacation; we are cancelling because we are genuinely afraid. We request you to process full refund in good faith, we have been booking with car rentals for years if not decadesAccording to FOX Rentals, they don't even have this reservation yet to its all up to Car rentals to refundFOX agreed to not charge anything, as long as car rentals refunds. Response: CarRentals.com offers two types of reservations. Those which do not require a credit card can be canceled at any time. Those which are Pay Now offer a discount over standard reservations but do have strict cancellation policiesIn order for the customer to secure a Pay Now reservation it was mandatory to agree that the reservation could not be refunded. In order for CarRentals.com to secure the additional discount, we have to guarantee to the vendor, FOX, that this reservation will be 100% used. In exchange, the vehicle is 100% guaranteed for the customer’s arrival. From the customer’s previous emails and his responses to the Revdex.com, we understand he fears for his safety and would like a full refund and takes umbrage at the cancellation fee. We do wish to remind the customer in order to secure his reservation, he had to agree to the following: Prepaid Rate Terms and ConditionsPrepaid RatesPrepaid rates are rates that are offered at a low price because the customer pays in advance for a non-refundable reservationPrepaid rates are non-refundable and reservations may not be modifiedAdvance payment in full is requiredYour credit card will be charged immediately for the entire rental reservationPrepaid rates are subject to availability for participating car rental companies and locationsCharges cannot be applied to other rentals, services or merchandiseNo rental car rates or rental car availability are guaranteed until full payment is received.CancellationIf you cancel for any reason your payment is non-refundableIf you modify this reservation, or fail to piyour rental car on the scheduled pidate, your reservation will be cancelled and you will not receive any refund or creditWe reserve the right to cancel or modify reservations without notice if it appears that a customer has engaged in fraudulent, illegal, or inappropriate activity or under other circumstances where it appears that the reservation contains, or resulted from a mistake or error.Total PriceThe price you selected includes the rental car rate, estimated taxes and applicable fees, and estimated exchange rates (if applicable)The price does not include additional fees/charges from the car rental company that may be incurred during your rental.Modification of ReservationThe Prepaid rate you selected applies to exact date(s)/rental days/car type reservedModifications to your reservation (including but not limited to name changes, date changes, etc.) are not permitted.Early or late drop-offAt check in, the car rental company will verify your drop-off dateRates quoted are based on pidate and length of rentalShould you choose to drop the car off before or after the drop-off date, the price is subject to changeIf you drop-off the car early, you will not receive any credit or refundExtensions will require a new reservation for the additional date(s), subject to availability and prevailing rates, and this rate you selected may not apply.Other RestrictionsThis Prepaid rate may not be combined with any other offers or promotionsPrepaid rate reservations may not be eligible for express service, car rental loyalty programs, or frequent flyer miles; please refer to the car rental company for full details. In addition, the following information can be found in the Car Rental Company Rules and Restrictions which was also available prior to reserving the vehicle: Your FOX Pay Now Reservation cancellation fee is 70USD if your reservation is cancelled hours or MORE prior to the scheduled pitimeIf your time and mileage is less than 70USD, you will forfeit the full amount of your time and mileage chargesIf your reservation is cancelled LESS than hours prior to the scheduled pitime your FOX Pay Now Reservation cancellation fee is the FULL amount of your prepaid rentalYour FOX Pay Now Reservation will be held for (twelve) hours maximum after your scheduled pick up timeIf you fail to pick up (no show) the vehicle booked with a FOX Pay Now Reservation you will be charged the FULL amount of your prepaid rental as a no-show fee. We understand the customer does not want to travel to Florida and a courtesy refund less the $administrative fee has been offered The customer was charged by FOX immediately upon securing this reservation which can easily be verified by checking his credit card statement. The customer states that FOX said the reservation is not in their system is not true We are sorry the customer has decided to cancel his ten day trip to Florida due to an article he read. While it is true that we do not have an exception in the Car Rental Rules and Restrictions specifically regarding fear of one’s life, we do not have any exceptions in the cancellation policy because the reservation cannot be refundWe understand that there are times when life interferes with one’s plans, and as a good-will gesture, a refund in the amount of $has been refunded. We are sorry we are unable to agree to a full-refund and stand by our previous decision to charge a $cancellation fee

Hello Mr***,I've reviewed your case and wanted to apologize for the frustrations you experienced at the counter. To clarify the terms and policies, Advantage does offer unlimited mileage for all of their reservationsHowever, we do provides messaging on the checkout page that any
customers who are not renting at a location arriving by air may be subject to local renter restrictions, which can be found on the 'Important Information' sectionThis section also provides a link to each supplier's specific local policies in regards to this. In any case, I am truly sorry that you feel like you've been cheated in any sort of wayAs Advantage has already rejected your request for reimbursement, as a gesture of goodwill, CarRentals.com would like to offer you reimbursement for the $on the mileage package you purchased at the counterCould you confirm the following mailing address for me to be an appropriate location to send the reimbursement check to?:*** *** *** *** **Rio Rancho, NM 87144For future reference, I would like to make aware that most airport locations do enforce local renter policies, so if you are renting at an airport in the state you reside in, my personal suggestion is to try an alternative off-airport locationThese locations generally do not have the same restrictions, and are often more economical due to no airport fees or taxesIf you still do end up wanting to rent at an airport, let one of our customer service agents know and we can guide you as best we can on any mileage and geographical restrictions, as well as any other rules that may apply.Please let me know if the address above is correct, and I'll have it submitted for you to receive.Thanks, and thanks for your [email protected]

Complaint: ***
I am rejecting this response because:The cancelation policy is not stated anywhere prior to or after making the reservation In fact, the web site states "to Cancel, follow the instructinos on the Cancel button on your confirmation email" And in fact, there is a cancel button, that is highlighted, until you try to press it, then it shows a circle with line through it.In addition, to add insult to injury, you are sending me emails about how the prices have gone done and I should book now!And it was not one request for assistance ti was three emails Finally, why no phone number? Afraid of the number of calls you would get?
Sincerely,
*** ***