Carrentals.com

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 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 Sincerely, [redacted]

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]

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

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 ratesIf 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 refundedIn 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 carThis pre-paid reservation cannot be canceled, changed, or refundedPrepaid Rate Terms and ConditionsI 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

Complaint: [redacted] I am rejecting this response because: We save every penny to go on a vacation to have a fun timeWe did not plan to cancel our vacation and stay home for funI have been a carrental customers for more than a decade and never had an issueThis was an online reservation and just some number saved in tablesI understand the reservation but I dont agree that this cannot be refunded for genuine reasonsAgain, NOWHERE in your policies you have written about the hate crimes, shootings and discriminationSeems like CarRental.Com support such heinous crimes we are trying to avoidDo 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]

Good day ***,I hope you are doing wellI am contacting you to confirm to you that the refund has been approved and will be processed in full by Airport Van RentalUnfortunately, 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 longerFor this reason, they have requested your mailing address, so they can send a check with the refund for the amount of $USDI will kindly await your response, so I can forward this information to Airport Van RentalOnce this information is received, they will start the refund processHope to hear from you soon! Best regardsRodrigo, Customer Care, CarRentals.com

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 COMPLETEDIn the same manner I was alerted that the card information I initially entered was a debit card, and not a credit cardInstead, 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 chargedI 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 customersAnd 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 ownThe 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 assistanceThis 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 refundIn my opinion, this business is extremely unethical and needs to be evaluated closely 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] ***

We thank the Revdex.com for the opportunity to assist our client and to provide some additional informationWe 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]

The customer booked her reservation on April 28, 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 prepaidIn 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

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 taking the time to contact us regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionCarRentals 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 cancelImportant to remember is that in order to secure his prepaid reservation, he had to agree to the following: Credit card information Your card will be charged for the total cost of this reservation $xxx when you reserve your carThis pre-paid reservation cannot be canceled, changed, or refundedPrepaid 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 hours, we will begin the refund process less a $cancellation fee We thank the Revdex.com for this opportunity to provide assistance to our customer and address his concerns

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 lieThey have since- no doubt as a direct result from my calling them out- removed the number from their websiteThe 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 authorityThis is a very shady business that needs to be closely evaluated Sincerely, [redacted] ***

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 bookedIn 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 Payment InformationYour card will be charged for the total cost of this reservation (USD) when you reserve your carThis pre-paid reservation cannot be changed or refundedPrepaid 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-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.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 refundableLastly, 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 (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 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 valueIf you would like to take them up on their offer, please let us knowThey have agreed to allow for this courtesy up until September 13th, 2017.EricEscalations Team, CarRentals.com

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 $dollar "administrative" feeWhen I spoke to [redacted] on that day, they said they would have refunded the full amount no problem except that I booked through youI don't need a future rental, I needed a rental on that day and it didn't happenI had to [redacted] all weekend with a month old babyIf anything you should be paying meI tried to call your company on the day of, but I couldn't find any phone numberWhat kind of business doesn't list a support number? One committing fraud on a daily basis it seems***I should not be charged any administrative fee to cancel this

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 year old and 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]

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

Hi ***,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 refundedAs 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-business daysI 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

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 free miles and then a fee for any additional miles The customer returned the vehicle without any additional mileage fee as she only drove 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 carThis pre-paid reservation cannot be canceled, changed, or refundedPrepaid 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 reservationHowever, 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 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 provide some additional information and to clear up any misunderstandingsWe 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 ridesThe 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 misconstruedThe 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 misconstruedWe stated that we did not cancel the reservation as proof the vehicle should have been available when they arrivedThe 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 customerAdvantage 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