RentalCars.com
Reviews and Complaints

May 3, 2019 I confirmed a one day rental on the website www.rentalcars.com. I rented with Fox Rent A Car at the Los Angeles airport. I chose to accept the Collision Damage (CDW) on the website, in the amount of $12 dollars per day. I returned the car on May 4, 2019 (23 hours later). I checked my bill after returning the car and realized I was charged $24, instead of $12 for the CDW. I contacted the customer service desk and advised I was double charged for the CDW and asked them to just refund the $12. The response I received was ridiculous. The customer service agent said the CDW applied per calendar date, not the length of the rental period. For example, I picked the car up on the 3rd and returned on the 4th (two different calendar days). Therefore I was charged for two days of CDW. It did not matter that I only kept the car 23 hours. That is totally unethical. You will never just pay for a single day of CDW. Twelve dollars isn't a big deal, but hidden costs make me mad!

Reservation number: numéro de réservation : [removed]
Request for a refund.

Dear,

On friday (date removed) around noon I booked a car in [location removed]. I was traveling with my dad. I booked the car and everything was confirmed. When arriving in pisa to pick up the car, they let us know that I have to be the main driver as the car was booked on my credit card. They have taken a look at the credit card and they let us know that we have to change the name of the driver.. We immediately contacted rentalcars to change the booking, and we made a new booking. We waiting two hours (!) to be able to pick up the new car. When we were about to pick up the car, she let us know that she couldn't give us the car as my credit card was for electric use only. I have booked several cars on this credit card and I never had an issue with my credit card.

Prior to the incident, they have taken a good look at the card, and they were able to at least let us know that the card won't be accepted, instead of letting us wait for the whole afternoon, while we had to attend a wedding.

That said, it is truly the worst experience I ever had, our holidays were ruined due to the lost of money for the reservation, phone costs and the lost of the time we have experienced.

I'm truly dissapointed in the service and how all of this has been handled. I have spent the whole afternoon calling rentalcars to help me out instead of being with family. I'd like to request a full refund, for the experience we have had and to compensate the lost we have experienced.

Looking forward to hearing from you, and I truly hope you I will be receive my refund for the experience.

Best,
[name removed]

I madre a car renta reservation through rentalcars.com
Everything was confirmed but when I arrived into Miami Internacional to the Thrifty counter, they told me that my reservation was cancelled by rentalcars.com
It turns out that the werent able to process the payment (toda at 2am) and sent me an email, which Ia was supposed to read and attend al 2am and the dame Day I had my internacional flight. Terrible service, how could you expect me to check my email at 2am the Day I have a 6 am internacional flight. Arrived in miami with the terrible surprise that my reservation was cancelled and Thrifty was soldout. I had to get a car from another company and pay twice as mucho as my original reservation.
Will never ever use this service again.

I booked Green motion Glasgow Airport car hire through rental cars. Booking reference [protected]. While we were shown the car we noticed a dent in the car and asked the staff member to note it. He became aggressive, sarcastic and very difficult. He refused to take a note of it and out of the blue cancelled our booking giving no refund and leaving a family of four (including two children) stranded at 20:00 this evening, Saturday 13/04/2019. I want our money back. We had to walk back to the terminal and book with another car company. I have never been treated in this manner in my life. We paid you in good faith and now we are £120 out of pocket as well as the stress this has caused all the family at the beginning of our holiday. Please give us our money back. Waiting for your response. Graeme Watson

Company:Rentalcars.com
Date of incident:6th March 2019
Booking Reference Number:[protected]
Desirable Resolution:Refund

I booked a car on the rentalcars.com app and made a mistake on informing the main driver, I put my son's name instead of mine. When I tried to change this upon trying to pick up my rental Thrifty in Miami airport (Which is just as terrible for customer service) they said they could not help out as it has to be done through Rentalcars.com
After calling their customer service number in the US, they said they were unable to change anything as it was past the pick-up time stated on the booking. I explained that I waited more than 40 minutes on the phone and I'd called before the pick up time, so if they had attended promptly this problem wouldn't have arisen, but to no avail. They also refused to help out even after I had my son call them up, as they stated that he was the main driver so only he could change the details of the contract.
As my son was due to arrive the following day I decided to let him pick the car up. However he is not yet 25 and when he arrived at the Thrifty counter they treated him like dirt, as they said the booking was made through Rentalcars.com and he had to pay 20 Dollars per day as he was not yet 25 years of age. All in all a real nightmare and the worst part it was prepaid so I also ended up losing 240 Dollars and went through a real bad time as well.

I booked at rentalcars.com pickup at bukarest airport, 3 day 25€ good deal, arival time and return time all where known. When I was at the pickup place price was 25+15 extra 15 € beceause it was early return. I was not happy about this suprise and called rentalcars, after phonecall what explained me that I could clame the exta 15€ at rentalcars I whent back to the green motion, at that time they said that the order was canceld and that they didn't have a car for me. I called rentalcar again, and explained the situation, I asked rentalcars to arrange some other car, beceuase I booked at them.. This was not possible within min 2hr so I had to walk whole way back to the airport and rend a car there, same size at budget now for 75€! Now I want at lease the 50€ extra cost refunded, that is the minimum that I aspect. But still not happy ofcourse do not boom at green motion!

I collected the vehicle from Thrifty (East London Airport) on the 24th of December and drove to Port Alfred. When we wanted to use it on Christmas Day the battery was flat and we had to make alternative arrangements for transport. They sent somebody to replace the battery on the 26th and when we needed the vehicle again on the afternoon of the 29th the battery was flat again. They brought us a new vehicle on the 30th, which I filled up before I returned it on the 31st. They deducted the fuel cost for the first car off my credit card as well.

I requested a refund for the fuel as well as a partial refund for the rental as we could not use the vehicle when we needed it. They agreed to refund the fuel cost but says they can't do the partial refund for a defective car as the booking was done through a 3rd party. Their response below:

Dear Arina

Please accept my apology for the battery being faulty - due to our season and being fully booked we did not have another spare vehicle to offer - Hence our call out guy was sent.

We can credit the fuel amount on this rental and offer on your next rental a free day as well as an upgrade. We cannot refund on this rental you had as there is a 3rd party booking agent involved.

This is not indicative of the service we offer and unfortunately a faulty battery is not picked up unless the vehicle stands for a while. I am investigating why the second battery was faulty as well as it could be a manufacture problem that is unforeseen.

We pride ourselves in the service we offer and can only apologise and make sure you are taken care of 100% on your next rental. We appreciate the feed back as this is the only way we can gauge the problem and sort it out.

Thanking you in advance.

Kind Regards
Michelle' Braddock
Area Manager East London & Mthatha
East London Depot
Mobil 066 284 0501
Email: michelleb@thrifty.co.za Tel:043 736 6445/6
Physical Address:
Central Reservations: 086 100 2111

Regards

Arina Priem
+[protected]

We were looking at car rentals for Italy. We saw one, it said free to cancel, I don't recall pressing book now and thought we still hadn't anything booked and were still researching the best cos to use. It was only when I checked my bank balance earlier I noticed that €25 came off my card. We hadn't received any booking confirmations. I logged onto Rental cars to see our booking there, I tried to cancel it but it wouldn't let me, said we had to ring instead. We just rang and they cancelled it but they're not going to refund the €25. That's the cancellation fee apparently. That's terrible, underhanded and sneaky behaviour.

Hi all, recently book a rental car through rentalcar.com and had a bad experience. I have book a car from Orlando . It took me to GreenMotion another rental car provider. I have taken a insurance which was provided by rental car.com, but when I went to take the car from greenmotion they ask me to take another insurance, and when I said to them that I have already had a insurance that I took when I book the car, they say its not worth and I need to take the insurance from them which is compulsory, they charge me another 130 dollars for the same, I tried to argue with them but I was left with nothing, I strongly recommend all not or never to by the rental car from rentalcar.com as they cheat you, and charge more.

If we are not able to book the car directly through greenmotion don't do it.
Rentalcar.com is cheat you and I am not happy from the service. and also the greenmotion, I would suggest don't rent a car from both . you will be helpless.'

Hi

I booked on 24th from the UK a 4x4 to pick with from Muscat airport on 1st Jan with Avis. I arrived into Muscat airport on 27th and went to the Avis desk as I had had no emails from Rentalcars between 24th and 27th. They laughed and said there would be no cars free let alone a 4x4 as they were very busy. Given this info I booked elsewhere. I have tried several times online to cancel - the online system simple does not work- any access to Manage Booking just rotates to back to the same menu asking for ref and email. I then called from Oman and but gave up after 6 minutes- no doubt on a premium line- as it kept saying " one minute to wait", then this would go to " two minutes " etc. It seems also impossible to email anyone as well. I have given up and am getting on with my holiday. I am sure no car with come up with Avis and even today I got another email from rental cars saying no news from Avis- I know as they have told me to my face thre will be no 4x4 BUT I CANNOT CANCEL THE BOOKING!

Yes you can rent a car like i did in Thailand but there are games they play on the insurance. They make you pay to car rental company if there is an accident and trap you in the middle to reclaim your paid money with the insurance company. This is even after you have bought a comprehensive insurance.Upfront they will swipe a few thousand from card as you take your rental car and fail to provide a void slip for that amount when you return the car.
The real deal and truth will come out when you make claims. The comprehensive insurance will not give you any protection as you need to pay up.
The counter staff is rude. If you call them on the phone they will slamp the phone down.
The insurance company is a website office collecting money from you. No where to be found.
Be very very careful. Its not safe to rent from this company.
Please check other rental companies they too play games in the exclusion clause even if you have bought a super insurance coverage. The insurance company should not make us double handle claims after all we have paid for a comprehensive coverage. The rental company should make the claim directly from the insurance company with no exclusion clause. Its not happening here.

Wonder if you can help me, I have recently returned from a trip to Iceland and decided to have FULL protection for the duration However once i arrived to collect the car i was informed that the insurance was not valid and i was informed i need to buy additional cover as the provided cover from yourselves did not apply in Iceland ?

The gentlemen was very persistent and advised that the total cost of cover was £20 so i reluctantly agreed so as i could collect the car and not ruin the holiday, he asked me to do an electronic signature via an iPad to accept receipt of the car and that my details would be sent via an email.

We arrived earlier than anticipated and collected the car about 1.5 hours earlier than on the document but was informed that it want a problem as the car is waiting in the car park

I finally received the details once i arrived at the hotel vie email and was horrified to find it included an additional bill for over £150. that included an extra day due to collecting the car a little earlier (Even tho we dropped if back earlier didn't matter apparently ) additional insurance and for a built in Sat-Nav that was not in the car as it was a basic model so we used our phones instead

When i dropped back the car i obviously challenged the extras and associated costs but was just informed to take it up with budget and that there was nothing they could do and duly sent me a receipt as per the attached

I'm in Brazil, I made a reservation of a car in Tucson (AZ)through booking.com, received a confirmation, my credit card was charged and two days later rentalcars.com canceled my reservation with no explanation at all. I tried to contact them on chat and had no answer about why it was canceled. Now I need the money to rent another car, but they said is up to the bank to return the money. Ridiculous answers.
What should I do? Get a layer to resolve this issue? Please help.

I live in Australia and recently hired a car through Rentalcars in Australia.

I paid with credit card and was charged two amounts of $14.70 as a foreign

I was not advised of the fee and I did not authorised the use of my credit care outside of Australia.

I request a refund of this fee as I would not have used your company if I had been advised of this charge which should be paid by your company because you are the people who as not paying tax in Australia on your business.

We had paid for a rental through rental cars.com. Upon arriving at Green Motion in Orlando, Florida, there was no electric at the car rental we had to go back to the airport to try to rent another car. None were available. We then had to pay for taxi $50 to go to our resort. The next morning, my husband had to pay for an Uber - another $30 to get back to Green Motion. They then charged us an additional $139 - forcing us to take insurance and would not take American Express. We have always used Amex as they cover any damages, etc. No credit for the inconvenience, added costs, etc. Then charging us additional money that was not anticipated. So a car rental that we were told would be $67 - ended up costing us an additional $219 for a 4 day rental. Green motion referred us back to rental cars.com for any reimbursement. Please advise before I turn all parties over to the BBB and social media negative reviews!

Since Rentalcars no longer reacts to my complaint, I think it's time to tell my story here.

On January 29, 2018 I booked a car through Rentalcars.nl to rent during my vacation in South Africa. The reason why I chose to rent a car via Rentalcars was because their website said that I would not have to pay a 'one way fee'. A 'one way fee' is fetched if you enter the car at a different location from where you pick it up. In my case, this would mean additional costs for Euro71.

So I booked the car and took out insurance through Rentalcars, and the costs amounted to € 476.65. They are also immediately recovered from my credit card the next day.
But nowhere on the bill page was that I did not have to pay a one-way fee. This was only on the previous pages if you choose your type of car and type of insurance. But if it comes to the bill then nothing will be reported.
This kept bothering me and I sent a mail to Rentalcars with the question whether or not I have paid a one way fee. I received an e-mail containing (in bold) letters; "*** There is no one way surcharge via Avis on the spot at ***"

I flew to Port Elizabeth in South Africa in mid-February 2018 and went to pick up a rental car from Avis ZA. There I was asked if I had insurance and with whom. When I said that I had taken out with Rentalcars, the desk employee advised to take out insurance policies with them in the future as customers often have problems to have their claim paid by Rentalcars. That was not a good sign.

I took the car and we went on holiday. And after two weeks I handed in the car in Cape Town to Avis ZA.

When I was back in the Netherlands in the middle of March 2018 and again had good internet, a PC and a printer, I started to list all the data. By now I had received my contract and invoices from AVIS ZA via email.
Great was my surprise to see a 'One way fee' on the contract and invoice!
I have calculated all costs and yes in the total costs, the amount for this one way fee is included and I have indeed paid for it! Rental cars have Avis ZA d.m.v. a voucher paid and this amount is indeed the cost for a one way fee calculated.

I approached Avis ZA about this and they referred me to Rentalcars and that's where the 'box-wall' game with Rental Cars started. I have emailed them to them every time and get the answer that I have NOT paid a one way fee. But I do not understand what is clearer than a cost item for a one-way fee that is on the contract and in the invoices. These costs also form part of the voucher amount that Avis ZA received from Rentalcars.
In the meantime it was August and Rentalcars, after many e-mail exchanges and letters, still found that I did not pay a One Way Fee.
Avis ZA did everything fine and well done and neatly reported all the cost items in the contract and on the invoices. Also, Avis ZA neatly answered all questions that I have asked them about costs and provided evidence for it (such as speed tests). So I have confidence in Avis ZA that they have correctly and truthfully told them all costs.
I do not understand how Rentalcars can say that I have NOT paid one way fee, while the contract and invoices clearly state this cost item and this amount has also been paid via the voucher amount.
Assuming that Rental Cars has made good agreements with Avis ZA about everything to do with car rental and costs related to it, I must conclude that Rentalcars has misled me with their website and therefore has been fooled with the costs.

My tips for someone who wants to rent a car through brokers such as Rental Cars are as follows
1. Check the exchange rate used.
2. Make screenprints and save all of the free benefits and specials offered on their websites. Request confirmation of such benefits and specials.
3. Check all cost items on contracts and invoices and request proof.
4. Book directly at the car rental company and not through a mediator, this prevents you having to fight two parties.
5. Also take out all insurance policies directly from the car rental company and avoid 'finger pointing' between parties.
It is already October 2018 and now Rentalcars is no longer home to my complaint.
So my last tip to other future users; DO NOT rent a car through Rental Cars. Go directly to the company that actually deliver the car!
This was the first and the last time that I rented a car from Rental Cars, I feel ripped off. This is a fast and easy way to earn money !

Hi,

My name is Hysan Lau. I have recently rented through rentalcars.com (booking reference number: [protected]) at Gatwick airport through Green motion.

The problem I had was that GBP1405 deposit wasn't shown on the top part of the voucher, and my credit couldn't go through since I wasn't expecting such a huge amount of deposit. At the end I was forced to buy the risk reduction coverage plan that we didn't want in order for my card to be able to pay the GBP400 deposit for that plan, and paid GBP71.92 for the 4 days rental for the coverage.

Another problem was that in the middle of the voucher, the amount of deposit that was shown was GBP 1205 which was incorrect (actual price was GBP1405).

I would like to at least have the risk reduction coverage plan returned to me. Let know if u want anymore info from me.

Thank you for your help and attention.

Hysan

I booked a hire car through Rentalcar.com with Europcar at Bastia Airport, Corsica from 16 to 22 July 2018. I will try to attach the hire agreement with Europcar. On 22 July I returned the car to Bastia Airport Europcar and pointed out some damage to the rear quarter (I have photos and will attach one or two). No document was given to me about this damage then. In mid-August I received my credit card statement and to my surprise I saw that Europcar had deducted £1480.33. They did not notify me in an way and have never sent me an invoice for this, I immediately rang Europcar UK who referred me to Europcar France, who told me that they would not deal with it but I had to refer to Rentalcar.com. I did not agree with this as the hire and the deduction were both with Europcar. However I contacted Rentalcar.com and received the prompt e-mail reply below on 16 August 2018:

Dear Anthony,
We are very sorry to hear that you have been charged for damages following your recent rental with Europcar in Corsica. We would just like to take this opportunity to apologise for any inconvenience caused.
We have now contacted Europcar regarding the damage charge, asking for their version of events and that they provide us
with the documentation relating to your rental, this should detail any charges that have been applied. We have requested that if the charge is valid, then they need to provide us with adequate documentation providing the validity of the charge.

Our service agreement with our suppliers means that they should respond to us in a maximum of 28 days but I am hoping to hear back sooner. However we will contact you as soon as we receive any response.

Thank you in advance for your patience, it is much appreciated.
Kind regards, Alex

Since then I have heard nothing. I was invited to "track my query" on the Rentalcar website, but am told repeated that "It's taking longer than we expected" and that they will be in touch (which they have not been). Their website gives a number to ring which plays a recorded message referring me back to the website and rings off. There is a chatline offered - despite much wasted waiting time I have never managed to get anyone to chat to me. There is no internal complaints process that I can see, When I searched the internet for Rentalcar complaints, I was referred to you, an apparently external complaints handler. It is impossible to get to speak to a human being at Rentalcar, so it is impossible to get satisfaction in making a complaint or even furthering an enquiry. The Rentalcar booking reference is [protected]. The Europcar hire agreement is [protected] dated 15/7/18.

I am insured for losses on hire excess charges with AIG through Insurance4Hire, and reported this to them also. They tell me that Europcar had no right to deduct this sum without an invoice, but equally they decline to pay out on my policy without an invoice from the hire company. I have now had to pay my credit card company for this debit despite being insured against that loss because Europcar have not produced an invoice and Rentalcar.com have not secured it either, despite some internal agreement that they say they have with Europcar. Please persuade one or both of these companies to do what they should have done weeks ago.

I seem to be unable to attach the relevant documents. If you give me a reference for this complaint in an acknowledgment to this communication I will try again.

Anthony Allen (the hirer on the contract)

To whom it may concern

On Thursday the 20th of September 2018, I rented a Nissan Double Cab Hardbody with registration FK 37 VP GP from company Thrifty until Tuesday 25th of September 2018.
Rental agreement No: 1234827
Reservation Number: 1291754

I am very dissatisfied with the condition of the car. The dis-satisfactory condition included the locks of the canopy being rusted and not being able to open, the shocks were damaged, the left front CV joint are broken, there is a whole in the exhaust and the wheel balance was out. This vehicle will definitely not pass the road worthy test. It made the driving experience stressful and indeed was not a pleasant experience.

I request that there is a refund in at least half of the final rental price. The final payment was R2423.08

I look forward to hearing from you
Regards
Sandra Verster
[protected]@versterfamily.co.za / [protected]@versterfamily.co.za

I rented a car through your telephone support. I have asked every possible question to make sure everything was complying with the car rental terms and condition. My pick up point was Heathrow Airport on the 22 of September at 5 pm. When I got to the desk of the car rental company (Europcar) I have been told that an extra payment of 30£ per day (for a total of over 600£ on top of what I was already been purchased for 3 weeks rental) was required to rent the car because the of the age restriction policy (I am 25, they require a minimum age of 26 years old). I haven't expected such an awful surprise since, as I stated before, I asked every possible question to the operator on the phone, age restriction included. I have been suggested by the operator at the desk (working for Europcar) to call you and ask to move my booking to another rental company with which I would I have been complied with. Unfortunately, your operator could help me in any way because the prices to rent any car were at least doubled. On top of this, while I was on the phone, I have been told by your operator that the cancellation fee was of 49£. Yesterday I have received an email from you saying that my cancellation fee was 63£. This is the result of a complete incompetence in managing your customer service. I am attaching the email that the operator I have booked with, Kevin Cheung, sent to me afterwards, as a proof of your unprofessionalism. I would never recommend your service to anyone. You are the most disappointing experience in car rentals I have ever had.