Carrentals.com, Inc.

We thank the Revdex.com for taking the time to contact us regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. CarRentals is disheartened the customer felt his concerns were not resolved quickly enough...

by our company prior to seeking further actions from you.   We understand from his comments to the Revdex.com and to CarRentals.com that he would like to be fully refunded for a prepaid reservation he made and agreed not to cancel. Important to remember is that in order to secure his prepaid reservation, he had to agree to the following:   3. Credit card information Your card will be charged for the total cost of this reservation $xxx 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.   Also, important to understand is that our mutual customer emailed us on the scheduled pick up date which was March 31st and it is of significance to note that a vehicle was 100% guaranteed for his arrival, unnecessarily.   When the customer emailed us yesterday, we offered him the opportunity to rebook with the same rental agency and we would be able to obtain a full-refund for him from the Advantage.   If the customer emails us back today, with his new confirmation number, we will be able to begin a refund for the full amount.  If we do not hear from him within 48 hours, we will begin the refund process less a $50 cancellation fee.   We thank the Revdex.com for this opportunity to provide assistance to our customer and address his concerns.

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 is satisfactory to me.
Sincerely,
[redacted]

Hi Mr. [redacted],It looks like you have a Pay Now reservation. While the terms and conditions for prepaid reservations do not allow for any modifications, cancellations, or refunds, each supplier has its own policy regarding exceptions. Economy Rent-a-Car has the following policy:If you rebook a new...

prepaid reservation with Economy for a future reservation, Economy will offer a courtesy refund for your original booking. This new reservation must be of equal or greater value, and the refund request must be submitted 24 hours before your pickup time. If you would like to proceed with the cancellation, please send me the new confirmation number and I will contact Economy on your behalf to request a refund on the original one. Again, please make sure you are rebooking a new prepaid reservation with Economy Rent-a-Car to ensure a refund. Unfortunately, Economy would not offer a refund if you rebooked with a different company than theirs.In addition, for your reference, you can contact us at any time at [email protected] Team, CarRentals.com

Customer’s Statement of the Problem:I booked a car through Expedia, Inc's CarRentals.com service around May 7, I prepaid for the car rental and the insurance, I made sure to read the terms and conditions and even called ahead to speak with Hertz to make sure that, as the terms said, I pay and...

present the card that I paid with. I asked them if it was okay because it was my debit card and the representative said yes. When I arrived to pick up my car at the airport I was unable to get it. I stayed in Hertz for 3 hours trying to resolve the issue. I was three hours late for a wedding. The customer service at the kiosk were beyond rude and antagonizing and in the end, I was not able to get the car. When I talked to the first representative she said that it was the third-party website, "carrentals.com" who was a fault for not prompting me that I would need a return ticket, and should not have accepted my form of payment. When I called another agent, she said that there was no real issue and that I should have been able to get the car after showing my discount card because they already had all of my information and my credit check had been conducted already. She said there was a miscommunication between the third-party website and Hertz reservations as to how my reservation was set up. I stood in the terminal crying because I thought I was going to miss the wedding I was a part of. Another representative came over to help and directed me towards another company where I had to pay a total of $207 for a same-day rental of the same economy car. I ended up paying for two rentals, not receiving one, 3 hours late to a wedding, and a lot of unnecessary stress. I can't get in touch with representatives from CarRentals.com to verify that there was a miscommunication but I'm out of almost $300 and had a really terrible wedding weekend because of this. It just doesn't seem right to me.  We thank the Revdex.com for allowing us the opportunity to provide additional information. We understand the customer used a debit card to secure her reservation, contacted Hertz and was informed her debit card would be accepted and then arrived at the rental counter when she was told her card would not be accepted without proof of a  round trip ticket.  We apologize for any misinformation or miscommunication Hertz provided to our mutual customer as this left the customer without access to requested rental vehicle. First, we would like to assure the customer we have contacted Hertz and obtained a full-refund for her prepaid reservation.  She should see the funds credited back to the debit card used within a few days. Second, we see the customer purchased collision coverage for her rental.  As a courtesy, we have contacted Allianz and have requested a refund which she should also see posted within a few days.  Third, we would like to mention that prior to reserving on CarRentals.com in the Payment Module where it is necessary to enter credit card information, there is a warning that Hertz does not accept debit cards. In addition, CarRentals.com provides Hertz’s Car Rental Company Rules and Restrictions on the Reservation Page when one clicks on the link.  The following important information regarding the customer’s issues are addressed in the sections below: At many Hertz locations, debit cards under a VISA, MasterCard and Discover logo which draw funds directly from the cardholder's account may be used at the outset of a rental to qualify for the rental where the following requirements are met: at Hertz Airport locations, you will be required to provide proof of a return airline flight to coincide with the rental and present two (2) valid forms of identification; at Hertz Off Airport locations, you will need to make your reservation at least one day in advance of your rental pick up date, be at least 25 years old, present two (2) valid forms of identification and one of the following: (a) a Corporate Discount Plan (CDP) number listed in the reservation or (b) proof of a return trip travel ticket to coincide with the rental (airline or cruise). However, there are exceptions to this general policy; Debit cards are not accepted at the outset of a rental to qualify for rentals in the New York Metropolitan Tri-State Area (NY, NJ, CT), areas of Hartford, CT, areas of Philadelphia, PA, areas of Boston, MA, areas of Manchester, NH, and areas of Detroit, MI.   Forms Of Payment: Credit Qualifications/Requirements: To qualify to rent the Hertz vehicle, the renter must present at the time of rental a current driver s license and valid major credit card or debit card (see Debit Card Usage below) in the renter's own name with available credit. At the time of rental, an authorization hold will be secured on the credit/debit card provided, to cover the estimated rental charges and any additional charges that may be incurred. These funds will not be available for your use. We may place an authorization amount of up to US$ 200.00 plus the estimated charges on a customer's card, given certain conditions that will be outlined at time of rental.  However, there are exceptions to this general policy: You can use a debit card if it is already included in your Hertz Gold Plus Rewards profile or the rental is an Insurance Replacement rental. Debit cards are not accepted to qualify at time of rental for Dream Cars and Hertz Shelby GT-H.   In most cases, the location will perform a credit check for debit card customers to determine credit worthiness at the time of rental. The customer must meet the minimum criteria to rent using a debit card. In addition, the acceptance of such debit cards is contingent upon the debit cards having available funds to cover the estimated charges plus an authorization of up to US$ 200.00 given certain conditions that will be outlined at time of rental. These funds will not be available for your use.  When a debit card is accepted as form of payment, at the start of the rental, two (2) forms of identification must be presented: 1. A valid United States or Foreign Country issued Driver s License PLUS  2. One (1) of the following forms: An additional credit card or debit card embossed with the same name as the driver s license. The card is for identification purposes only; A Government issued ID, in the same name as the driver s license and debit card: Passport United States or Foreign Country Issued United States Military Identification Card  Non-government form of ID, example that may be accepted includes photo store member card (Costco, Sam s, etc.), a company ID badge with photo. Only acceptable if the photo and name matches the driver's license and the debit card. Current month Utility statement in the renter s name and the same address as on the driver s license (e.g., gas, electric, cable bill).  Using Debit Cards to Pay for a Rental  Both debit cards and prepaid or store value cards are accepted for payment at the end of your rental.  We regret the customer’s experience was anything less than spectacular and apologize for the stress caused. Unfortunately, we would not be able to reimburse the customer for the additional costs involved in renting through another vendor as the information regarding the use of a debit card was provided prior to reserving on CarRentals.com.  If the customer would like to discuss this issue further, she can contact Hertz directly and have provided the customer with their contact information.

Good day [redacted],I hope you are doing well. I am contacting you to confirm to you that the refund has been approved and will be processed in full by Airport Van Rental. Unfortunately, the database for this supplier is frequently cleared from the personal information kept from customers, in...

this case, the supplier does not have your credit card information on their system any longer. For this reason, they have requested your mailing address, so they can send a check with the refund for the amount of $478.23 USD. I will kindly await your response, so I can forward this information to Airport Van Rental. Once this information is received, they will start the refund process. Hope to hear from you soon! Best regards. Rodrigo, Customer Care, CarRentals.com

Hi Mr. [redacted],While we understand you would like to cancel this reservation, as we have previously stated, the terms and conditions of prepaid reservations are stated several times before your reservation was booked. In addition, the payment went directly to Economy Rent-a-Car, and we must abide by any cancellation policies enforced by the car rental company.Here's the information that was presented on your check out page:Payment InformationYour card will be charged for the total cost of this reservation 210.50 (USD) when you reserve your car. This pre-paid reservation cannot be changed or refunded. Prepaid Rate Terms and ConditionsIf you click on the link for 'Prepaid Rate Terms and Conditions' on that line, the following information was provided:CancellationIf you cancel for any reason your payment is non-refundable. If you modify this reservation, or fail to pick-up your rental car on the scheduled pick-up date, your reservation will be cancelled and you will not receive any refund or credit. We 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.Directly below that, it was also necessary to select this box before completing the reservation:I agree to the Prepaid Terms and Conditions and acknowledge that my payment is not refundable. Lastly, this was the information at the bottom of the checkout page before clicking on 'Reserve Now':Complete Your ReservationThe name on the credit card used to make the reservation 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 210.50 (USD) when you reserve your car.This pre-paid reservation cannot be changed or refunded.Upon completing this reservation, you will receive:Your EconomyRentACar confirmation codeA toll-free support number available 24 hours a dayBy clicking Reserve Now, I acknowledge that I have read and accept the Terms of Use and Privacy Policy.RESERVE NOWStill, Economy has agreed to honor their offer to rebook for a future date, as long as it's a new prepaid reservation with Economy Rent-a-Car made through CarRentals.com for equal or greater value. If you would like to take them up on their offer, please let us know. They have agreed to allow for this courtesy up until September 13th, 2017.EricEscalations Team, CarRentals.com

Hello [redacted], Thank you for your patience in this matter. I want to start by apologizing for the delayed response to your refund. Upon reviewing this reservation, I was able to find that the supplier had certain details missing in order to provide the full refund. However, rest...

assured I have facilitated this information for them, and I can confirm to you that this refund will be reflected very soon in your card. You will be refunded $73.74 USD. Please allow 7-10 business days for this refund to be reflected. I want to apologize for this very bad experience you encountered while trying to pick up your reserved vehicle, we will definitely take this experience in consideration for the next time we perform an evaluation on our supplier, NU Car Rentals. Your comments will not go unnoticed, and I want to thank you for reaching out to us for this assistance. I am hoping that this resolution helps resolve your concern, and that you even consider using us in the future, maybe with a different partner.Have a magnificent week! Rodrigo, Escalations Team, CarRentals.com

Complaint: [redacted]
I am rejecting this response because: The CarRentals.com website previously, absolutely did list Hotwire.com's phone number as their own number, any denial stating otherwise is simply a lie. They have since- no doubt as a direct result from my calling them out- removed the number from their website. The claim that I got their number from a message board is also a lie.  CarRentals.com is a very dishonest business that only "listens to customer feedback" when they fear repercussions from a higher authority. This is a very shady business that needs to be closely evaluated. 
Sincerely,
[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.
Additionally, the following information was available prior to reserving in the Car Rental Company Rules and Restrictions to assist in the booking process:NU Car Rentals service in Orlando is provided in cooperation with Action Car Rental. Upon arrival please call us at 407-240-2700 for courtesy shuttle to our location. Courtesy phones are located throughout the baggage claim areas. Please call for shuttle pick up after collecting your luggage. We are 1.5 miles from the airportFurthermore, we have been informed by NU Car Rentals that the customer has contacted his credit card company to dispute the charges.  As such, the refund decision is now between his credit card company and NU. We now consider this matter closed. In order for you to secure your Pay Now reservation, you had to agree to the terms below:3. 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.

We thank the Revdex.com for this opportunity to provide some additional information and to clear up any misunderstandings. We are disheartened to learn that the customer’s parents felt the need to write to the Revdex.com while we were in the midst of resolving the issue.
 
The good news is that...

the vendor has agreed to issue a refund for the original reservation and for the cost for the cab rides. The customer should see the credit on her credit card within a few days and a check will be sent to the address provided shortly.
 
At this juncture, we would like to use this platform to further explain as it seems our request (not demand) for the telephone log was misconstrued. The request for proof was made to convince the vendor that the customer made every attempt to pick up the vehicle as the vendor’s records showed that the customer did not go the facility which as it turns out, they did not.
 
In addition, the statement, “Carrentals.com now says they never canceled the car and claims we just did not pick it up” was also misconstrued. We stated that we did not cancel the reservation as proof the vehicle should have been available when they arrived. The facility stated the customer did not arrive which as it turns out was their assessment before the requested telephone log.
 
We are glad we were able to obtain the requested refunds for the customer. Advantage has asked us to apologize for this misstep on their part and have initiated an investigation to ensure this does not occur again.  We consider this matter resolved.

From: [redacted] Sent: Thursday, August 17, 2017 7:20 AMSubject: Re: You...

have a new message from the Revdex.comDear Sir/ Madam, Sorry I couldn't be able to leave a message on the website. I can see the progress of the case I raised earlier in June and July 2017 in regards to a car hire issue. The car company has issued a refund 119 Euros to me but the payment hasn't come through to me yet. I will keep an eye on it and will let you know if anything changes. Thanks again for your time and help. Kind Regards[redacted]