Carrentals.com, Inc.

Complaint: [redacted]I am rejecting this response because:Just as it did in their response here, the link to the prepaid terms says, " Sorry, it's not you... it's us." When I attempted to click the link to the terms while purchasing. It's absolutely a disgrace for companies to be able to hide behind terms and conditions links that may or may not work. The point of the matter is, when I was sent a confirmation email, did I have to click a link to find my confirmation number? NO! It's pertinent information and it was placed in plain sight. Was it in BIG BOLD letters that I had reserved a car with unlimited miles? YES! If there was a stipulation the that, then it should not have even been an option. There are so many complaints about this company online for pulling the same mess on people and it is JUST NOT RIGHT. Absolutely I turned the car in with less miles on it. Because I hold up my part of an agreement. I also returned the car with a full tank of gas and completely vacuumed and all the windows clean. It's called DOING THE RIGHT THING! I would not risk driving to see anyone and going over my allotted mileage. 
I have absolutely no issues with Priceless. They worked with me in this awful situation that carrentals.com put me in. AND I am more than grateful for that. But Carrentals.com does NOT get to take the credit for their amazing customer service. They sent 3 emails to me before my trip, none of which had a number to contact them at all. The email them link has STILL not turned up a response and they need to be held accountable for ONCE for the underhanded ways that they go about doingredients business. IF THERE IS A CHANCE THAT THEY ARE ADVERTISING FOR A COMPANY FOR UNLIMITED MILES WITH STIPULATIONS IT SHOULD BE PLACED RIGHT IN PLAIN SIGHT ALONG WITH THE PRICE OF THE VEHICLE. POINT BLANK PERIOD. It's infuriating and I do not accept their response. NOT ACCEPTABLE. Sincerely,[redacted]

Hello [redacted],Thank you for taking my call.I understand that you are not entirely happy with the resolution we have provided.As mentioned in our call, it is important to mention that whenever you create a 'Pay now' reservation, you are agreeing not to cancel, modify, or be refunded for your reservation.Although we have to follow our policies, certain suppliers have policies regarding exceptions that they can make, under specific circumstances.Now, I understand you have declined both of the options we have provided, and decline also to receive any refund for this reservation.Please be aware that we still recommend for you to make a new reservation with us, in order for us to amend this bad experience you encountered, and show you why CarRentals.com is a leader in the rental business!Remember that this rebooking option will also allow you to be refunded for your original booking, as long as the steps in the previous email are followed.I want to apologize for this unfortunate experience, and for the fact that you are not satisfied with the solution provided.Hope you have an excellent day, and that you give us another chance in the future!

Complaint: [redacted]
I am rejecting this response because:Your website is intentionally misleading. You cannot offer "unlimited mileage" without also saying in the same section that restrictions may apply. You have intentionally mislead customers and are now hiding behind a hidden clause as to why you cannot offer a refund. You are also entering a contract and offered me unlimited mileage. If you cannot uphold your obligation then you need to offer a refund. I never picked up the car and expect full payment to be returned to me. This is an unfair and manipulative business practice.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I will loop back to the Revdex.com if I do not receive the reimbursement within 10 business days. Thank You,
[redacted]

Yes that is my current address to accept your offer.  I've rented over 50 cars from the airport at this is the first time the issue with unlimited mileage not being unlimited has ever come up.  Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted],We're sorry for your frustrations regarding your rental with E-Z. It looks like one of our agents contacted you to confirm that a refund had been processed for your reservation on July 29th, 2017. You should expect the amount processed back to your card within 10 business days of the...

transaction.We hope this matter has been resolved to your satisfaction.EricEscalations Team, CarRentals.com

Complaint: [redacted]
I am rejecting this response because:  Firstly, I am not frustrated with regard to my rental with EZ, they have nothing to do with any of this.  That is tricky, misleading verbiage.  My problem lies solely with CarRentals and their lack of responsibility when booking my reservation and correcting their mistake.  Since I contacted the Revdex.com, I have had to make four claims with CarRentals to get a partial refund, I have all of the emails to prove the following:First, I communicated with Ramon on July 28th.  He said he would be happy to help, explained it would be $50, and to get back to him if I wanted to proceed with the cancellation.  I sent him several emails.  I never heard from him again.Second, I began another claim on July 29th, communicated with Rodrigo.  He said the reservation was not cancelled and to email him back to confirm I wish to proceed with the cancellation.  I did and later that day he email me saying it was cancelled and will be refunded.  I then looked it up on EZ's website and it was not cancelled.  I then emailed Rodrigo to let him know.  He said it is cancelled.  I then called EZ, they said it is in fact NOT cancelled and that they have not been contacted by CarRentals.Third, I began another claim on July 30th and communicated with Daniel.  He said it can not be cancelled because it's a Pay Now reservation. Fourth, I began another claim July 31st and communicated with Albert.  I was also working directly with EZ at that time, specifically Maria L[redacted].  Albert emailed me and asked I email him back confirming my desire to cancel so he may proceed.  I confirmed. He emailed me the next day saying it was cancelled.  I looked it up on EZ's site and it was cancelled.  If I had just taken their word and not checked with EZ, that reservation would not have been cancelled.  This reservation is non refundable if it isn't cancelled within 48 hours of pick-up time.  I am confident CarRentals was stalling the cancellation for this reason.My trip is in three days.  As you can imagine, the prices are now much higher.  I booked an SUV, but it was $114 more.  I have also lost the $50 cancellation fee.  Remember, I had to cancel through no fault of my own.  I booked and SUV with CarRentals, CarRentals then booked a CAR with EZ.  Their mistake, not mine.  I want CarRentals to at least pay the $50 fee.  Anything less is unreasonable.
Sincerely,
[redacted]

We thank the Revdex.com for this opportunity to apologize to our customer for our error.  Since this reservation was not prepaid, she should have been informed that she could have canceled at any time prior to the pickup date without charge by either emailing us or using the link in her...

confirmation email.  If the customer received a charge, we would be willing to reimburse her for it. Please attach a copy of your credit card statement to your last email which shows the charge with your preferred mailing address and we would be willing to issue the refund for the charge.We do wish to provide some additional information which may be helpful when making a future booking.  Our default time settings are set at 10:00a.m. so it is wise to check that all information is correctly transferred before submittingAgain, our apologies.

We thank the Revdex.com for an opportunity to provide additional information and to offer a full refund. We understand the customer would like CarRentals.com to more clearly provide information regarding mileage.
 
 
First, we have contacted the vendor and requested a full-refund. If the...

customer had emailed us at [email protected], she would have received the same results.
 
Second, we would like to explain that when “unlimited Mileage” is displayed, that does not necessarily mean there are no geographical restrictions.  It is important to read the Car Rental Company Rules and Restrictions which are available under the Total Price for more information. For example, the location does not permit travel into Canada or Mexico.
 
Third, we see the customer is a local renter.  Also, under the Total Price, is the caveat:
If you are a local renter or do not have proof of a return flight, please review the Car Rental Company Rules and Restrictions below for restrictions on mileage and written proof of insurance.
When one clicks on the link for the Car Rental Company Rules and Restrictions, the following information can be found regarding local renters:
 
Local Renters are subject to a maximum mileage limit of 150 free miles per day. A mile charge of $0.55 will be added to any additional miles.
 
We thank the Revdex.com for bringing this matter to our attention and the opportunity to clarify. Customer feedback helps ensure we continually meet and exceed the high standards CarRentals.com customers have come to expect.

Complaint: [redacted]
I am rejecting this response because: as of today's morning (October 09, 2017) the money hasn't been refunded back to my card.
Sincerely,
[redacted]

Hello [redacted], Thank you so much for contacting us! I want to apologize for the delay in this refund. I can assure you that the refund was successfully submitted for processing, September 28th. In this case, it does appear that there was an error in the process of this refund. However, I have made sure to review and confirm that all the details were correctly provided to our supplier, Priceless. I have recently confirmed with them that this refund is in the process, and you will see it reflected in 7-10 business days, starting from September 28th. Rest assured that your refund is going to appear on your card. I do want to let you know that we are constantly working in speeding up these types of processes, as we understand that this situation was very inconvenient for you. We want to ensure that these situation will not happen again in the future. I hope you give us another chance in the future, and that you allow us to show you a great renting and traveling experience. Enjoy your weekend. Rodrigo, Escalations Team, CarRentals.com

The customer obtained incorrect telephone numbers which were listed on a website ComplaintBoard.com. We have contacted the website and requested the telephone numbers to be removed. There are no telephone numbers listed on CarRentals.com as we do not have a call center at this time.  The best way to contact CarRentals.com is by email at [email protected]

Part of the issue may be that the reservation was under my wife's email ([redacted]).  The email from [redacted] at Carrentals.com Customer Care with instructions to pay for the upgrade and how to get reimbursed was also sent to my wife's email (attached).  But I replied to [redacted]'s email with the receipt from my email address ([redacted]) If that is the cause for the confusion, then I can accept some responsibility.   However, I still don't understand why I never received a single reply to my three previous emails, which included the case # in the Subject of the email. Either way, I've attached a copy of the receipt.   As noted above, I've also attached a screen shot of the email from [redacted].

Complaint: [redacted]
I am rejecting this response because:I do not know how to put this more simply, but that response is simply inaccurate.   The Fox Rental Car agent did not offer to help make a new reservation.   Their indifferent answer was "If you want this car, you need that card".    The agent literally stared at us blankly when we suggested that we couldn't book another reservation online if we are right in front of them at the desk.     More blank stares.   Then we asked for a manager.  Manager came out and made no suggestion that we could still pick up a car if we went online to make a new reservation.   The manager was more interested in doing nothing.   I pulled out my camera because I was incredulous to the apathy by the staff and manager.   At that point, the manager came around the desk to intimidate me (mind you, I have a 3 year old and 4 month old strapped to my chest) and tried to rip my phone out of my hand.  I HAVE VIDEO FOOTAGE of this, so I am happy to escalate this to Corporate if needed.     
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while not in any terms acceptable to me will be used as a learning experience and a lesson to never conduct business with this company in the future.
Sincerely,
[redacted]

Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your prepaid reservation booked with Priceless on CarRentals.com.
 
We understand from your prior email to CarRentals.com and your comments to the Revdex.com that...

you feel you were not adequately advised of the geographical restrictions associated with the vendor you selected.
 
In order to provide our customers with the knowledge to make an informed decision, we offer the terms and conditions in the Car Rental Company Rules and Restrictions prior to reserving.  This information is on the Reservation Page directly below the Total Price and looks like this:
 
 
Car Rental Company Rules & Restrictions 
(e.g., driver age, mileage and geographic restrictions, and shuttle info)
 
 
When one clicks on the Car Rental Company Rules and Restrictions link, the geographical limitations are provided.  In this case, information stated that the vehicle is permitted to travel in Texas and the bordering states with unlimited mileage.  
 
As the customer stated, she contacted the location and was granted permission to travel to Mississippi.  However, instead of unlimited mileage, she was offered 1600 free miles and then a fee for any additional miles.
 
The customer returned the vehicle without any additional mileage fee as she only drove 1300 miles.
 
We would also like to take this occasion to remind the customer that in order to secure this prepaid discounted rate, the customer had to agree to the following:
 
. Credit card information
Your card will be charged for the total cost of this reservation $XXXXX when you reserve your car. This pre-paid reservation cannot be canceled, changed, or refunded. Prepaid Rate Terms and Conditions.
 
 I agree to the Terms and Conditions and acknowledge that my payment is not refundable.
 
 
 
We regret the customer was unaware of the geographical restrictions before securing her prepaid reservation. However, since the information was provided prior to booking, we are unable to provide a courtesy refund
 
We thank the Revdex.com for bringing this matter to our attention and the opportunity to clarify. Customer feedback helps ensure we continually meet and exceed the high standards CarRentals.com customers have come to expect.

Complaint: [redacted]
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 life. Will 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 decades.... According to FOX Rentals, they don't even have this reservation yet to its all up to Car rentals to refund. FOX agreed to not charge anything, as long as car rentals refunds. 
Sincerely,
[redacted]

Revdex.com case number [redacted]
Reservation  [redacted]
 
Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the Revdex.com  for allowing us to address the comments and concerns which have been brought to our attention. CarRentals is...

disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from you.
 
To summarize, the customer made a prepaid reservation using a debit card that she permanently closed prior to the scheduled pick up date. For the customer’s security, it is necessary to provide that same credit card used to make the reservation when picking up the rental vehicle.  In order to avoid issues like this from occurring, we provide the following information on the Reservation Page in the payment Module:
Complete Your Reservation
·       The name on the credit card must match the driver's name.
·       The same credit card must be presented at the counter upon pick-up.
 
 
Despite the fact that a vehicle was held for the customer unnecessarily, a refund less a nominal cancellation fee was offered and refunded by the vendor to the debit card used to make the reservation.
 
As we have explained to the customer, it is now up to the customer to contact her bank and provide her bank with new contact information to request the refund be sent to her.

Hi Mr. [redacted],I'm sorry you were unable to pick up your car. I do see that one of our agents contacted Fox to process a courtesy refund. In regards to Fox's $70 cancellation fee, unfortunately, this is not able to be waived.To clarify on Fox's policy, you were eligible to rent the vehicle. However,...

this location did provide the following information on their terms & conditions found on the reservation page:VEHICLE RENTALS ORIGINATING IN THE STATE OF FLORIDA CAN ONLY BE DRIVEN WITHIN THE STATE OF FLORIDA.In addition, Fox also states the following in terms of their cancellation policy:Your FOX Pay Now Reservation cancellation fee is 70USD if your reservation is cancelled 24 hours or MORE prior to the scheduled pick-up time. If your time and mileage is less than 70USD, you will forfeit the full amount of your time and mileage charges. If your reservation is cancelled LESS than 24 hours prior to the scheduled pick-up time your FOX Pay Now Reservation cancellation fee is the FULL amount of your prepaid rental.While Fox agreed to make an exception to their policy for reservations cancelled within 24 hours of the pickup time, unfortunately they would not waive the cancellation fee as well.I do hope this explanation proves helpful.EricEscalations Team, CarRentals.com