Carrentals.com

Revdex.com:Hi,This is what the business sent to me and I think they accepted their wrongdoing and therefore are going to issue full refund.Thank you for your support.If you haven't contacted them yet, then just stop doing so, I guess they understood Sincerely, [redacted]

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

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 My Mailing Address: [redacted] ***San Jose, CA [redacted] Sincerely, [redacted]

Hi Mr***,I'm sorry you were unable to pick up your carI do see that one of our agents contacted Fox to process a courtesy refundIn regards to Fox's $cancellation fee, unfortunately, this is not able to be waived.To clarify on Fox's policy, you were eligible to rent the vehicleHowever, this location did provide the following information on their terms & conditions found on the reservation 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 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 rental.While Fox agreed to make an exception to their policy for reservations cancelled within 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

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 rideWe 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 correctedAlso, important to know is that the correct shuttle information was provided in the Car Rental Company Rules and Restrictions CarRentals.com Support Team

Hello ***ua, Thank you for your attention to this matterUpon reviewing your request, I want to let you know that we are more than glad to assist you with this reservationI can see this was made under a 'Pay now' optionCancellations, modifications, or refunds are not allowed under regular circumstancesHowever, we do have a rebooking optionAlthough 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 daysIn 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 $USD)- The reservation must be done with the same supplier, ***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 $USD adminstrative feePlease 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: they are requesting more information from me How do I respond to them?

Hi Mr [redacted] ,It looks like you have a Pay Now reservationWhile the terms and conditions for prepaid reservations do not allow for any modifications, cancellations, or refunds, each supplier has its own policy regarding exceptionsEconomy 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 bookingThis new reservation must be of equal or greater value, and the refund request must be submitted hours before your pickup timeIf 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 oneAgain, please make sure you are rebooking a new prepaid reservation with Economy Rent-a-Car to ensure a refundUnfortunately, 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

Hi ***, It looks like our customer care agents replied to two of your inquiries on July 19thInstructions on next steps were included in those emails, and as we have not received a follfrom 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, ***.EricCustomer Care, [email protected]

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 meSincerely, [redacted]

Hello ***,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: I would like a full refund, not a partial refund

Revdex.com ID [redacted] Reservation number: [redacted] Name: [redacted] ***Location: GSO We thank the Revdex.com for this opportunity to provide additional informationCustomer made a prepaid reservation with Hertz which requires a credit card to secureRegrettably, the customer was deemed not qualified to rent and required a refundWe informed him how to contact Hertz to request a refund and have subsequently contacted Hertz and been informed the refund is being processedWe consider this matter successfully resolved and hope the customer does too

Hi [redacted] ,We're sorry for your frustrations regarding your rental with E-ZIt looks like one of our agents contacted you to confirm that a refund had been processed for your reservation on July 29th, You should expect the amount processed back to your card within business days of the transaction.We hope this matter has been resolved to your satisfaction.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 I will loop back to the Revdex.com if I do not receive the reimbursement within business daysThank You, [redacted]

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

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 ***'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 emailEither way, I've attached a copy of the receipt As noted above, I've also attached a screen shot of the email from ***

Hello [redacted] , Thank you for your patience in this matterI want to start by apologizing for the delayed response to your refundUpon reviewing this reservation, I was able to find that the supplier had certain details missing in order to provide the full refundHowever, 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 cardYou will be refunded $USDPlease allow 7-business days for this refund to be reflectedI 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 RentalsYour comments will not go unnoticed, and I want to thank you for reaching out to us for this assistanceI 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

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 withI asked them if it was okay because it was my debit card and the representative said yesWhen I arrived to pick up my car at the airport I was unable to get itI stayed in Hertz for hours trying to resolve the issueI was three hours late for a weddingThe customer service at the kiosk were beyond rude and antagonizing and in the end, I was not able to get the carWhen 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 paymentWhen 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 alreadyShe said there was a miscommunication between the third-party website and Hertz reservations as to how my reservation was set upI stood in the terminal crying because I thought I was going to miss the wedding I was a part ofAnother representative came over to help and directed me towards another company where I had to pay a total of $for a same-day rental of the same economy carI ended up paying for two rentals, not receiving one, hours late to a wedding, and a lot of unnecessary stressI can't get in touch with representatives from CarRentals.com to verify that there was a miscommunication but I'm out of almost $and had a really terrible wedding weekend because of thisIt just doesn't seem right to me We thank the Revdex.com for allowing us the opportunity to provide additional informationWe 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 vehicleFirst, 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 daysSecond, 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 cardsIn 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 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 creditAt 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 incurredThese funds will not be available for your useWe may place an authorization amount of up to US$ 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 rentalDebit 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 rentalThe customer must meet the minimum criteria to rent using a debit cardIn 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$ given certain conditions that will be outlined at time of rentalThese 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: A valid United States or Foreign Country issued Driver s License PLUS One (1) of the following forms: An additional credit card or debit card embossed with the same name as the driver s licenseThe 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 photoOnly acceptable if the photo and name matches the driver's license and the debit cardCurrent 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 causedUnfortunately, 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

Dear ***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 to business days for the refund to be reflected in your credit card account