Carrentals.com, Inc.

We thank the Revdex.com for the opportunity to apologize to the customer for the incorrect address and to make amends by offering the customer reimbursement for the Uber ride. We truly regret the customer's experience with CarRentals.com was anything less than spectacular.
We have...

contacted the customer by email and have requested a receipt for the UBER ride and her mailing address.  Once we receive that information, we will be able to issue a refund for the additional costs.
 Our apologies for the incorrect address.  Important to know this is in has been corrected. Also, important to know is that the correct shuttle information was provided in the Car Rental Company Rules and Restrictions. 
 
CarRentals.com Support Team

Revdex.com ID [redacted] Reservation number:[redacted] Name: [redacted] [redacted]Location: GSO We thank the Revdex.com for this opportunity to provide additional information. Customer made a prepaid reservation with Hertz which requires a credit card to secure. Regrettably, the customer...

was deemed not qualified to rent and required a refund. We informed him how to contact Hertz to request a refund and have subsequently contacted Hertz and been informed the refund is being processed. We consider this matter successfully resolved and hope the customer does too.

We thank the Revdex.com for the opportunity to assist our client and to provide some additional information. We understand from the customer’s comments to the Revdex.com that he used another person’s credit card to secure a prepaid reservation when his debit card was not accepted as payment and would now like a...

refund because he was denied a vehicle at the rental counter.
 
First, we have contacted the vendor on his behalf and have been assured a full-refund has been processed. 
 
Second, we would like to add that information stating the importance of using one’s own credit card was displayed prior to pick up.
 
The following information was displayed in the Payment Module above the Reserve Now button.
 
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.
Your card will be charged for the total cost of this reservation XXXXXX (USD) when you reserve your car.
This pre-paid reservation cannot be changed or refunded.
 
 
For security purposes, you must present your own credit card at the rental counter.
 
We thank the Revdex.com for this opportunity to address our customer’s concerns.  If the customer has any additional concerns, we can be reached at [email protected].

Case #[redacted]Reservation # [redacted]Name- [redacted]We thank the Revdex.com for this opportunity to provide additional information.We understand from the customer’s previous correspondence to CarRentals.com and his correspondence to the Revdex.com that he is seeking a refund for a prepaid reservation because he does not wish to take a shuttle bus to the nearby facility.CarRentals.com offers two types of rates. If a customer makes a standard reservation which does not require a credit card to secure, then a reservation may be canceled without penalty.  The other type is a prepaid reservation which offers a further discount with the understanding that the reservation may not be canceled or refunded. In order for one to secure a prepaid reservation, one has to agree to the terms below:• 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.Important to know is that prior to selecting a vendor, we provided the below information.  Please note that the information regarding the need to take a shuttle bus was available.

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 would like to have a Pay Now reservation canceled without a cancellation fee...

because your wife does not feel safe traveling to FL. If we understand correctly, your wife is concerned about your safety in Orlando due to a negative review she read and now does not want to travel anywhere where there a “hate crime” has been committed.  We respect your wife’s feelings; however, since this is a prepaid reservation, it can only be canceled with a cancellation fee.  Prior to reserving, this is what you had to agree to in order to obtain the discounted rate: Payment InformationAt confirmation time, a non-refundable prepayment of XXXX USD will be collected. You must present a valid payment card when you pick up the vehicle. See local policy details. No charge for reservation changes entered before the pickup date. This pre-paid reservation cannot be changed or refunded.Prepaid Rate Terms and Conditions  I agree to the Prepaid Terms and Conditions and acknowledge that my payment is not refundable. We have contacted FOX on your behalf to request a refund minus the cancellation fee. Please check your online credit card statement in a few days for the refund less the cancellation fee.   We are sorry that we are unable to reply more in accordance with your wishes on this occasion. Please be assured that all available details were taken into consideration in the decision made. Thanks for your understanding [email protected]

Complaint: [redacted]
I am rejecting this response because: I responded to CarRentals.com with the following: Rodrigo, I'm not sure why I should be charged a $50 dollar "administrative" fee. When I spoke to [redacted] on that day, they said they would have refunded the full amount no problem except that I booked through you. I don't need a future rental, I needed a rental on that day and it didn't happen. I had to [redacted] all weekend with a 3 month old baby. If anything you should be paying me. I tried to call your company on the day of, but I couldn't find any phone number. What kind of business doesn't list a support number? One committing fraud on a daily basis it seems. [redacted]I should not be charged any administrative fee to cancel this.

Dear [redacted]Thank you for reaching out. I´m sorry to hear that the booked offer did not match your expectations.Reservations created through our website are subject to the local suppliers´ terms and conditions, which are therefore referenced during the booking procedure.Given that your consent to...

these conditions is validated before confirming the booking requests on our check-out page we have to assume that you were aware of the applied mileage policy.A refund of the prepaid rate is therefore not applicable.

Hello [redacted]ua, Thank you for your attention to this matter. Upon reviewing your request, I want to let you know that we are more than glad to assist you with this reservation. I can see this was made under a 'Pay now' option. Cancellations, modifications, or refunds are not allowed...

under regular circumstances. However, we do have a rebooking option. Although you were unable to use this reservation you had, [redacted] is willing to make an exception and allow you to use a reservation for a future date, and by doing so, you can get a refund for your original reservation, this as long as the new booking to be used in the next 30 days. In order to have this transaction approved, you will have to follow the following steps: - You will have to make a new reservation through CarRentals.com - It has to be done through a 'Pay now' option. - The new reservation has to be for an equal, or greater amount than the original reservation (In this case, the original amount is $209.12 USD). - The reservation must be done with the same supplier, [redacted]. Now, I understand you might not need a future reservation, and in this case, [redacted] can still make an exception and refund this reservation, however, to cancel this reservation, [redacted] will charge a $50.00 USD adminstrative fee. Please let me know how you would like to proceed with this reservation.Hope to hear from you soon!

Complaint: [redacted]
I am rejecting this response because: I would like a full refund, not a partial refund.

The customer booked her reservation on April 28, 2017.  We urger her to check her previous online credit card statement or contact her financial institution to verify there were no charges for this reservation when she booked.  As previously mentioned, this reservation was not prepaid.. In addition, we  previously stated we would reimburse any cancellation fee if she would email us when she obtains her credit card statement.  We hope this will satisfy the customer and the Revdex.com.  Thank you

Hi [redacted],Thank you for your explanation, and my apologies for your frustrations during this process.As was explained by our customer service agent, prepaid reservations cannot be modified, cancelled, or refunded. As a gesture of good faith, I have asked our contact at NU to make an exception and...

issue a one-time courtesy refund due to your situation.You should see this processed back to your card within 7-10 business days. I do apologize for the poor experience, and hope your next one is a much more positive one.Thanks for your patience and understanding.EricEscalations Team, CarRentals.com

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]

Dear [redacted]thanks you for your response and your patience in this matter.We have reached an agreement with the local supplier, who issued the refund of the upgrade charges back to your credit card.Please allow 3 to 5 business days for the refund to be reflected in your credit card account.

Hi [redacted], It looks like our customer care agents replied to two of your inquiries on July 19th. Instructions on next steps were included in those emails, and as we have not received a follow-up from you, the case has now been closed.  However, if you still need assistance, please reply back to...

your case with [redacted]@carrentals.com, and we'll assist you in resolving anything you need help with.Thanks, [redacted].EricCustomer Care, [email protected]

Dear [redacted] Thank you for reaching out. I am sorry to hear that this reservation did not go as planned. The offers on our website are subject to our local partners´ terms and conditions, which are referenced during the purchasing steps and must be accepted to finalize the order. The policies for...

your booking state the following: For pre-paid rentals, the same card the reservation was made with must be presented at the time of pickup, and a $1.00 authorization will be made on the card to verify its authenticity. The authorization will not be charged to the card once verified. The option to create reservations with differing driver and payer name is however available on the website as e.g. spouses might require booking with this setup. Now, the intended pick-up for your booking is tomorrow, which means that we still have time to cancel the reservation. Please note that FOX´s cancellation policy applies, which calls for a $70 cancellation fee for prepaid reservations. The easiest way to submit your cancellation request is contacting our service team directly: [redacted] (M-F 8am-8pm ET, S-S 9am-3pm ET) Based on the above I am not able to grant your request for waiving the cancellation fee.

Complaint: [redacted]
I am rejecting this response because: they are requesting more information from me.  How do I respond to them?

The credit of $170.63 was already credited back to the customer's card by FOX.  The customer will need to contact her bank or MasterCard in order to discuss receiving the refund by check.  Please see attached.

Complaint: [redacted]I am rejecting this response because:
1) No refund has yet been processed.
 
2) As the business stated, the below is displayed on their website:
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.
 
As I stated in my initial complaint, if that is the policy, they WHY are customers allowed to enter different names for the credit card and driver?! There should be measures in place that recognize the names aren't the same, and STOP THE TRANSACTION FROM BEING COMPLETED. In the same manner I was alerted that the card information I initially entered was a debit card, and not a credit card. Instead, the reservation was made using a different driver name, and a different name on the credit card- I received a confirmation email and the credit card was charged. I surmise that the business does not have these measures in place and allows them to go through purposely, as a deceptive way to swindle money from customers. And as I stated before, if you look at their other complaints on Revdex.com, or other sites, it seems to be an extremely common occurrence that CarRentals.com refuses to address. 
3) In their response, CarRentals.com made no mention of why their site allows the above, or their other deceitful practice of listing another businesses phone number as their own. The number on their website is for hotwire.com, and after spending over an hour on the phone with them, I was told that since they are a different business, they would not be able to provide me with any assistance. This is clearly simply a way to avoid dealing with the ample number of dissatisfied customers. 
 
The fact is, that if I would not have contacted the Revdex.com about this issue, I would have received no refund. In my opinion, this business is extremely unethical and needs to be evaluated closely.
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: We save every penny to go on a vacation to have a fun time. We did not plan to cancel our vacation and stay home for fun. I have been a carrental customers for more than a decade and never had an issue. This was an online reservation and just some number saved in tables. I understand the reservation but I dont agree that this cannot be refunded for genuine reasons. Again, NOWHERE in your policies you have written about the hate crimes, shootings and discrimination. Seems like CarRental.Com support such heinous crimes we are trying to avoid. Do they not have any concern for customer's safety than making profits?  All we are asking is to refund all and we will continue to use them as our priority car booking company in good faith.
Sincerely,
[redacted]

We hope she understands that we were not there nor did we did not charge her credit card. We suggest the customer contact her credit card company for assistance in this matter as FOX is unwilling to issue a refund.