Rentalcars.com Customer Service Issues

Subject: Issue with Car Rental Refund Request - Urgent Dear Customer Service Team, I am writing to report an issue regarding a recent car rental experience with my father in Puerto Escondido, Mexico. Unfortunately, my father tested positive for COVID the same day we rented the car. We promptly notified the rental company with proof of the positive test and requested to return the car. Despite assurances that the insurance money and a partial refund for the rental would be processed, we have yet to receive any funds back. Numerous attempts to contact the company through calls and messages have been unsuccessful, adding further frustration to an already challenging situation. The unresolved refund has caused undue financial strain and added stress during what was supposed to be a relaxing holiday. I kindly request your immediate assistance in resolving this matter promptly. As per Trading Standards guidelines, I am keen to maintain thorough documentation of this case, so I would appreciate a response to this email address at your earliest convenience. Thank you for your attention to this urgent matter. Sincerely, Raguia M. Booking Ref: [redacted] Company: Rentalcars.com Location: Europcar Puerto Escondido Airport

I booked a rental car in San Juan, PR from June 3 to June 10 and paid in advance. Your follow-up email on 3/18 instructed me to print the voucher, but when I tried, I received an error message saying I "made a wrong turn." I attempted to log into my account without success and did not receive a password reset link. Despite removing the collision protection worth $96, my AMEX card was charged $[redacted].66 instead of the correct amount of $[redacted].66. I have not been refunded the $96. When I tried to call customer service, the line seemed to be disconnected or out of service. I urgently need assistance. Thank you. Robert S. Email: [redacted] Phone: [redacted]

On August 31, [redacted], I made a booking for a car at Malaga Airport. Being 97 years old and slightly disabled, I paid £[redacted].30 for a small automatic vehicle. Unfortunately, upon arrival, there was no representative from the company present. After my friend, Marie U., contacted your representative, Adama, we were able to sort things out. However, when attempting to obtain a refund since then, I have faced difficulties. Recently, my granddaughter found a message on my Spanish mobile phone from you regarding how to pick up the car. Regrettably, the phone was left in Spain during my travel back home and I only retrieved it in September [redacted]. I must admit that, being 96 years old at that time, the message was quite confusing for me due to my limited IT skills.

In April of this year, I paid for a rental with my credit card. I did not receive a confirmation email or code. When attempting to reach customer service, the recording asked for a confirmation number, and the [redacted] number was always busy, resulting in multiple failed attempts and long wait times. Upon researching, I found reports labeling both the number and Rentalcars.com as scams. Numerous complaints on the Better Business Bureau echoed my experience of payment without service. I demand a refund of $[redacted].48 charged on 4/26/21. Your lack of communication and unreachable customer service point to fraudulent activities. I have taken action with my bank and will caution others about your practices. Contact me for a resolution. - NP, [redacted], [redacted]

Subject: Difficulty Cancelling Car Rental Reservation with Agoda's Rentalcar.com I recently made a car rental reservation through Agoda's Rentalcar.com for June 19 to 21, [redacted], under Reservation #[redacted]53. Unfortunately, I need to cancel due to unforeseen circumstances. However, I have been struggling to cancel my booking via the website as a non-member. Despite numerous emails since Saturday morning, I have not received any response. Additionally, I attempted to register as a member on the portal, but my registration was unsuccessful. The "Amend your booking" feature does not seem to work correctly, and Avis, the car service provider, directed me back to the rental partner for assistance, who also has not responded. I would appreciate guidance on how to proceed with canceling my reservation and obtaining a refund. Thank you, M.H.

Hello, I attempted to book a car on your website last night. My first payment attempt (reference [redacted]07) failed, so I tried again (reference [redacted]94) and this time it succeeded twice, charging me twice for [redacted].11€. Due to the late hour, I could not contact you immediately. In a rush, I decided to cancel my booking to get a refund for the assumed duplicate charge. I received an email confirming the cancellation and a [redacted] USD cancellation fee, but the second charge was not addressed. I am reaching out to request a reimbursement for the double charges and the cancellation fee, as I am now without a car for the weekend and have incurred additional costs. I anticipate a prompt resolution. Best regards, Téo D.

I booked a car through Rentalcars.com for a trip to Brazil in December [redacted]. I provided all my personal details for the rental, including my name Claudete Fernandes, email [redacted], and credit card information. I added my husband as an additional driver. When we arrived at Localiza to pick up the car, they claimed my husband was the main driver and requested the deposit from him. Unfortunately, he didn't have his Visa card, so we couldn't take the car booked under my name. Despite being listed as the main driver on the Rentalcars.com app, I had to pay for a new rental and never received a refund. I've tried contacting Rentalcars.com via email and phone with no success. I'm planning another trip and need assurance that this won't happen again. How can I ensure a smooth rental process in the future?

Dear Rentalcars.com, I am writing to address the unconfirmed reservation with reservation number #[redacted]02. I attempted to book a car through your website on Thursday, July 1st. However, the payment did not process on that day as I did not provide my credit card information on your site. To my surprise, I noticed that on Sunday, July 4th at 4:41 am, my card was charged without my consent for a reservation that I did not confirm with your company. I had made a reservation with another company and did not proceed with booking through Rentalcars.com. It appears that my card information was stored without authorization and used to book a car. Therefore, I kindly request a full refund as I did not authorize this transaction. I am looking forward to a prompt response and the immediate refund of the charged amount. Sincerely, S.B.

Subject: Refund of Already Paid Amount - Reservation Number [redacted] - Refund of Total Amount Due to Lack of Information Regarding flight number FR7591, I, Miguel Palma, paid the total amount of €75 (seventy-five euros) for the CITROEN C1 vehicle reservation with Rentalcars.com. I am requesting a full refund of the amount already paid due to not being properly informed about an "extra" fee for being under 25 years old. This information was not disclosed anywhere in the terms and conditions of the booking and was not timely provided to the driver as expected. I respectfully request the total refund of the amount paid for the reservation. Thank you, July [redacted] Miguel Palma Phone: [redacted]04 Email: [redacted]

Assunto: Pedido de Reembolso do Valor Pago - Número de Reserva [redacted] Gostaria de solicitar a devolução integral do montante de 75 € (setenta e cinco euros) referente à reserva do veículo CITROEN C1 com o número de voo FR7591 através da Rentalcars.com. Não fui informado previamente sobre a taxa adicional devido à minha idade, inferior a 25 anos. A falta de comunicação clara sobre esse custo extra, que não estava especificado nos termos e condições da reserva, resultou em desentendimento. Esperava-se que tal informação fosse claramente indicada e disponibilizada antes da reserva. Aguardo, de forma respeitosa, o reembolso total do valor pago antecipadamente pela reserva. Atenciosamente, Miguel Palma Contacto: [redacted]04 E-mail: [redacted]

Regarding my reservation number [redacted]02, I reserved a car from Las Vegas Airport for pickup and drop-off at the same location as I have an early flight on July 23rd at 07:00 am, needing to be at the airport by 03:00 am. The ACE parking facility, where the car is located, does not operate 24/7 as advertised. They are open from 05:00 am to 19:30 pm, which conflicts with my flight schedule. Unable to return the car before my flight, I will need to return it on July 22nd at 19:00 and take a taxi with 5 people and 5 bags to the airport. The original booking promised airport pickup and drop-off with a shuttle to the car park. I am requesting a refund for not being able to drop off the car at the airport and needing a taxi instead. A compensation of at least $[redacted] for the taxi is required, or alternative arrangements for someone to collect the car from the airport on July 23rd at 03:00 am.

Regarding my reservation: [redacted]02. I arranged to rent a car from Las Vegas Airport with a pickup and drop-off at the airport as I have an early flight on July 23rd at 03:00 AM. Unfortunately, the car company supplier ACE Parking is located outside the airport and has limited hours of operation from 05:00 AM to 19:30 PM which was not communicated during my booking. To avoid missing my flight, I will have to return the car on July 22nd at 19:00 and arrange for a taxi to fit 5 people and 5 pieces of luggage to get to the airport. Kindly provide a refund since I cannot drop off the car at the airport as originally planned, or compensate with $[redacted] for the taxi fare. It is essential for me to have a seamless process due to my late-night flight. When booking, it was clearly stated that pick-up and drop-off would be at the airport. I am hoping for a solution, or alternatively, that someone can pick up the car at the airport on July 23rd at 03:00 AM. Thank you, Keren Sarid.

Upon arrival in Toronto at terminal 3 from Vancouver, we were directed to terminal 1 to pick up our rental car. After realizing Economy was an offsite rental company, we discovered in small print that a shuttle was required. Despite attempting to contact Economy after 11pm with no success, we ultimately had to Uber to Hamilton. Following Economy's instructions to contact rentalcars.com for a refund, numerous emails and calls went unanswered. Finally reaching rentalcars.com, I was instructed to fill out an online form that I cannot locate. It's frustrating not having a car despite prepayment for 5 days, especially when everyone was aware of our arrival time in Toronto.

Hello, I am writing to inquire about a charge of [redacted].40 € on my Visa card on June 27, [redacted]. The transaction appears to be from June 2, [redacted], but I have not received any confirmation for this purchase. On the same day (02-06), I made reservations for a round trip from Brussels to Bilbao for two people, totaling 2 * [redacted].18 €, which was correctly charged to my credit card. However, I am uncertain about the additional charge of [redacted].40 € to Booking.com Transport Lim London GB. I did plan to rent a car in Bilbao but never finalized any booking for it. I am willing to pay if this charge is legitimate but would appreciate clarification on what service or rental this fee corresponds to. Enclosed is a copy of the bank statement. For further communication, my contact details are as follows: First Name: Caroline Last Name: J. Mobile Number: +32 [redacted]22 Thank you for your prompt response. Best regards,

I made a reservation for a rental car on 06/19/21 online but did not receive any confirmation or email. Due to my poor internet connection in the countryside, I assumed the transaction didn't go through. I ended up booking with another company for my trip. However, I just checked my statement and saw a charge of $[redacted].30, which I believe relates to the booking. The details on my statement show charges with reference numbers [redacted] and [redacted]. I have no booking information available to discuss online. I kindly request a prompt phone call to help me get a refund for the unintended booking. Thank you. - D. Brent

I reserved a car through Rentalcars.com, but unfortunately, we need to cancel due to a family COVID emergency. I spoke to a Dollar Car Rental representative who agreed to a penalty-free refund. However, I've been struggling to reach anyone for hours now. Dollar Car Rental mentioned that Rentalcars.com needs to start the refund process for them to finalize it. Kindly request Rentalcars.com to cancel our reservation, issue a refund, or provide a credit for future travel.

Hello, I am currently in Japan and had made bookings with Rentalcars.com that I had to cancel immediately due to incorrect dates and pick-up location. The two reservation numbers are [redacted]64 and [redacted]95. After canceling, I received messages stating I would be refunded ¥00,00 yen. I had previously booked with Rentalcars.com using the same pick-up location without issues. However, this time, I realized the location was not what I had selected after completing the booking. I chose not to modify the booking since a previous attempt in June [redacted] did not go smoothly; the changes took over a week to process, with no updates provided. I request a full refund of the cancellation fees for both bookings. Thank you, Pedro Osaka

I missed my flight yesterday due to a delay with the Covid paperwork from the UK. The next available flight is scheduled for tomorrow, Saturday the 14th of August. My booking reference number with Enterprise is [redacted]. Enterprise informed me that I need to re-book through your service. I am prepared to do so. I plan to collect the car at 18:00 tomorrow at East Midlands Airport and return it on the original return date of the 21st of August at the same location. I would greatly appreciate a prompt response as I need to secure a car rental before booking my flight. Thank you for your assistance. Best regards, Wendy D.

I reserved a car on 8/12 for use from 8/13-8/17 for $[redacted].92. However, upon arrival, I was informed that "local reservations" do not include unlimited mileage and was asked for an additional $86 for unlimited mileage. As someone who drives locally for work, my daily mileage exceeds [redacted] miles due to my large sales territory. The lack of this information in the rentalcars.com description feels like false advertising and a bait-and-switch tactic. I decided not to proceed with the rental and found another service. Please refund this undisclosed charge, as my reservation didn’t specify these limitations. My last-minute booking didn’t disrupt their availability, and it was unfair to demand extra payment based on my location.

Good morning, I am Lena Bazzy. Yesterday, I found a car quote on your website and contacted the car rental company, City Car, in Beirut, Lebanon, regarding the premium vehicle listed. Despite initially being offered an Infiniti, after inquiring about a BMW, Rami confirmed its availability and I agreed to the upgrade. I booked online through your site and traveled to the airport to pick up the BMW. However, upon arrival, the promised vehicle was unavailable, and only an Infiniti was offered, which I had declined beforehand. Disappointed, I had to make another trip back without a rental. I am seeking a full refund to my credit card as I was misled by City Car's false promises. Thank you, Lena Bazzy