Rentalcars.com Customer Service Issues

Subject: Complaint about reservation number [redacted]47 Good morning, A few days ago, I booked a vehicle with Thrifty. Upon arrival on the island of La Palma, I rented the services recommended by the staff at the vehicle delivery office. Whether due to dizziness or not feeling well, I was unable to start the car, and after several attempts, I decided I wasn't fit to drive on those steep and winding roads. The staff at Hertz kindly refunded me the deposit and additional insurance I had purchased with them. To my surprise, the contact phone number provided by Thrifty on the island was for Hertz, and only another country's number was listed on the reservation. Hertz gave me the phone number that eventually allowed me to contact you (after several attempts at the airport) hours later from the hotel. Your response was that since I didn't cancel 48 hours before the rental, I forfeit the entire reservation amount. I explain that I had a reservation for five days. If we count the arrival and cancellation of the reservation on the first day and add 48 hours, there are still three days left for a refund. Your reply was a voucher for two days, only for use in a new reservation, which I find unfair, especially since the car is in your premises and at your disposal. I look forward to a fair solution. Sincerely, Soledad G. Rivero

I rented a car on February 6, [redacted], in LA for 10 days starting on February 13. My confirmation number is [redacted]84, and transaction ID is [redacted]84. I paid $[redacted].23 with my debit card. When I arrived at the rental counter, they requested a $[redacted] deposit, and despite using the same card I paid with on rentalcars.com, they refused it as it was a debit card, not a credit card. I was directed to another car rental, Sakura Rent a Car, that accepted my card but charged me $1,[redacted]. Rentalcars.com marked me as a no-show and denied refunding me. I couldn't reach them for assistance, and the situation left me frustrated in an unfamiliar city. I demand a refund and would escalate this issue to the Better Business Bureau if needed. My reference number is FFX025339C. Thank you, Carrie A. from Grapeview, WA.

Hello, I am Mike Kochergin. Sixt car rental company denied me service, citing internal regulations that prohibit renting to Russian citizens. Despite having a valid bank card, my Freedom Finance Bank of Kazakhstan debit MasterCard was not accepted. I was unaware of this policy when I booked through Rentalcars.com after confirming details with a manager, who did not mention any issues apart from potential additional fees for crossing borders. Due to this, I had to rent from another company, incurring extra costs and losing time, causing me to miss a crucial business meeting. I request a full refund from Rentalcars.com along with compensation for the extra expenses I faced. Attached are photos of my bank card and the contract with UAB "Autobanga" company. Best regards, M.K. 6/25/[redacted], 11 a.m.

Dear Customer Service, I am writing to express my extreme disappointment with the level of service I have received recently. After booking a car hire on your website and later finding out that a credit card is required, I attempted to resolve the issue with your call center. Unfortunately, the agents I spoke with were unhelpful, with one even raising his voice during our conversation. Despite my willingness to pay the difference for a company that accepts debit cards, I was left on hold until the call disconnected. Upon cancellation, I was informed that I would not receive any refund. As a telecommunications manager, I value transparency and fairness in customer service. I intend to take this matter further by contacting relevant consumer protection agencies if it is not resolved appropriately. The behavior of your agents is unacceptable and is causing you to lose customers. I urge you to address this issue promptly. Sincerely, Ashley

We made a car reservation through kiwi.com/rental cars.com with Hertz in Wellington for 8:30 pm, but due to a flight delay, we arrived at 9:45 pm. Despite multiple calls, no one answered, and upon reaching the counter, we found it closed. Eurocar employees nearby informed us that Hertz staff had left an hour earlier. Our rental amount was deducted in advance. Disappointed, we had to rent from Eurocar at a higher cost. Following day, Hertz denied being closed despite call logs, CCTV evidence, and witnesses supporting our claim. We seek a refund for the lack of assistance when we arrived late.

I am seeking assistance regarding my recent car rental experience in Costa Rica. My booking number is [redacted]71, and I was charged $[redacted] for a car that I was unable to use. While attempting to pick up the vehicle with my sister, we were informed that we did not have the correct credit card. Despite having both a VISA card that can be used for debit and credit, as well as a Discover credit card, we were denied the rental. Even when my sister, the main driver, and I attempted to use our cards, we were not permitted to do so. Lacking an international phone plan to seek help, we were stranded in San Jose and had to spend $[redacted] on a taxi to reach our hotel. Our plans were drastically altered, and we incurred unexpected expenses due to the rental car mishap. I am requesting a full refund for the unused car rental.

Dear Members, I recently rented a car through rentalcars.com. Upon arrival in Mexico, Europcar informed us that the insurance purchased through rentalcars was not sufficient, and we needed to buy additional insurance. To avoid this added cost, I contacted my credit card company, Visa, for proof of insurance coverage. Despite providing all necessary documents, Keddy by Europcar still insisted on additional insurance amounting to $[redacted], nearly doubling the rental cost. Refusing this extra charge led to the cancellation of the booking without any refund from Europcar. I have been attempting to reach Rentalcars for assistance in getting a refund for the booking and the additional insurance fee, but have had no success via email, phone, or chat for the past three days. Best, K. McMillen

I require assistance with a car rental issue. My name is Sergio Guix. I experienced a flight delay on July 19 that caused me to arrive late at the [redacted] W Century office where I had a car rental reservation with the number [redacted]-NU. Unfortunately, my car was given to someone else, despite having paid for it upfront. The staff informed me that a refund would be processed, yet as of August 3, I have not received it. I have made numerous attempts to contact you via phone, email, and in-person at the Los Angeles L A [redacted] Century location, but no resolution has been provided. I would appreciate a prompt response and the reimbursement of the funds deducted from my card for the rental that I was unable to utilize due to circumstances beyond my control.

Good morning, I am here to address a concern brought to my attention by your colleagues about an unfair incident during my recent car rental experience. Allow me to provide a clear summary of the situation. Upon collecting our car from the MEX rental center, we were compelled to purchase additional insurance for $[redacted], insisting it was non-negotiable due to their policy, leaving us feeling helpless as Booking support couldn't intervene. After extensive negotiations to reduce the excessive price, we felt coerced into either paying or forfeiting the rental and the initial payment. Despite presenting a voucher indicating a payment of approximately [redacted] €, we eventually paid $[redacted] after tough discussions, totaling [redacted] € for the rental. Enclosed in the emails below, I am formally requesting a refund of $[redacted] (equivalent to 10,[redacted] pesos) paid at the rental desk, deeming the practice unjustified based on our agreement. Kindly refrain from responding to my post directly, but I remain reachable at +39 [redacted]. Thank you.

Good morning, I would like to express my complaint regarding Greenmotion Luton. If you read reviews on social media (not just those posted by your company), you will conclude that Greenmotion engages in fraudulent behavior that repeats with customers. From searching for nonexistent dents costing the entire part to inexplicable issues with the credit card. It cannot be a coincidence that so many complaints are identical among numerous customers. I invite you to search on social media. I will now explain what happened. Additionally, I would like to know if the all-risk insurance taken out with you does not cover these unexpected events (regarding the credit card). Regards, Montserrat Cabello Vaquero CREDIT CARD INCIDENT On 26/07/22, we went to pick up the car in Luton, and the BBVA card physically did not work. The Greenmotion employee tried the card, and the device said it did not accept the purchase without asking for the PIN. Nothing appeared on my BBVA app. Since my card did not work and the rental employee said we had to cancel the car rental because I didn't have another credit card. I suggested manually entering the card digits, but they said it had to be done through "contact." I mentioned my partner had a credit card but it was not accepted because it wasn't in my name. After an hour and a half, we decided to cancel the rental with RentalCar. We were told we would be penalized with 3 days of a full car rental, totaling [redacted].16€. The Greenmotion employee then offered us another car for [redacted] pounds ([redacted].43€) with unlimited mileage, complete insurance, and a [redacted] pounds excess. We agreed because we had no other choice. We received an immediate refund of [redacted].88€ from RentalCar. "CAR DAMAGE" CHARGING INCIDENT On 16/08/[redacted], we returned the car, and the Greenmotion employee searched for any dents. To our surprise, they found a scratch that they said we had caused, not listed in the initial car pickup papers, and needed to charge us for it. We disagreed, but the employee insisted we had caused it. After a lengthy disagreement, we reluctantly paid [redacted] pounds as the damage cost, which would be deducted from the [redacted] pounds excess, with the rest to be returned to us in a few days. We asked for an email with the photo of the "damage" and all documentation, including the employee's name, but we never received any email from Greenmotion. Previous car with all-risk insurance from RentalCar: [redacted].04€ Current car with damage charge: [redacted]

Hello, In [redacted], we used lastminute.com to book a trip with flight and car rental. Due to Covid, the trip was canceled. We have requested a refund from lastminute.com multiple times. We were initially told to wait a year, then until January [redacted], and finally in January [redacted], they informed us we should have requested earlier. With all exchanges documented via email, I contacted test achat, and lastminute.com has advised us to contact the companies directly. You are the company that they booked our car through back then, for a total of [redacted].01 euros with the reference number [redacted]54. Could you please guide me on how I can get a refund through your company? Thank you in advance.

Good morning, I made a reservation for July 15-17 with booking reference [redacted]95 under the name Mª Luisa Cola Cerón (ID [redacted]4N), including an additional €52 for full-risk insurance. The car type was a Mercedes-Benz CLA or similar from the provider Flizzr. Pick-up details: Country: Germany City: Berlin Location: Berlin-Brandenburg Airport Date: July 15, [redacted], 9:00 PM Return details: Location: Berlin-Brandenburg Airport Date: July 17, [redacted], 9:00 PM Total price paid: €[redacted].56 Upon arrival at the airport, I was informed that I did not have the full-risk premium coverage and would need to pay €[redacted] in case of an accident. Hence, I had to purchase the full coverage for €89. I request a refund of the €52 I initially paid since it did not fulfill my needs. Additionally, the car I reserved was not available, and I had to take a different one due to the agency not having it in stock for over three years (which seems unprofessional to me).

I rented a car from Gold Cars at Palm Airport in Majorca but was unable to pick it up due to only having my paper British license. When I called the English number and entered my reference number, it was not recognized. The next day, I spoke with Abby who was rude. She insisted I rebook another car for £[redacted] or lose my refund. I declined since I wasn't sure if I'd need another car. Abby gave me until 5 pm that day to decide. When I mentioned the 24-hour contact policy for a refund, they now claim I can't get a refund because I didn't rebook for next year. Can anyone offer advice on this situation?

I made a car booking with Ryanair, but had to cancel it. Despite receiving a cancellation email, my credit card was still charged around €[redacted]. How do I go about getting a refund? On August 18, I received an email from Ryanair mentioning that the issue needs to be resolved with Rentalscar.com. The reference is [redacted]32. Thank you.

I am an Australian customer who rented a car through Rentalcars.com via the app. I contacted the customer helpline in Manchester from Stockholm on 14 July [redacted] to change the collection time from 8:30 am to 10 am on 25/7/[redacted]. When I arrived at Skavsta airport in Sweden to pick up the car from Sixt on 25/7/[redacted], it had been rented out to someone else because the rental company was unaware of the time change. I faced several stressful hours trying to secure another car but ended up having to pay for a new one despite already paying for the original booking. They are currently disputing my call to change the collection time, which I made 11 days before the collection date. Although I have phone records of the call, I have yet to receive a copy of the recording. I have attempted to resolve this matter with them multiple times, but they are rejecting our claim. I am seeking a refund of the AUD$[redacted].21 paid.

I'm hoping you can help me resolve the situation quickly. On the day of the car pick-up, we couldn't get the car because a credit card was requested. According to the company's criteria, our card was deemed unsuitable to finalize the car pick-up, despite us having paid online. Therefore, we were sent away without a car, causing great inconvenience and disrupting our vacation plans. There is no signed contract showing the pick-up and drop-off days. Given all this, we are requesting a full refund of the amount paid. We appreciate your understanding and look forward to a positive response. Best regards, Edmond G.

I rented a vehicle with unlimited mileage from 'SIXT Rent a Car' on Sept 18, [redacted], through 'RENTALCARS.COM' and paid in advance with my credit card. However, on Oct 5, [redacted], we were informed at Charles de Gaulle Airport by Jérémie from the SIXT rental office that unlimited kilometers couldn't be granted, despite what was mentioned in the contract with RENTALCARS.COM. After speaking with Cristal from Rentals at +1 [redacted], we were only offered a refund for the rental and suggested to check with other car rental companies at the airport. After a long discussion, we had to proceed with the rental without the promised unlimited mileage. We are requesting that RENTAL honors the contract which clearly states 'unlimited mileage included in the rental', or cover the expenses for any additional kilometers. Please respond to this matter via email. Thank you.

I have a booking reference [redacted]45. I intended to pick up the car from Sixt at Dublin Airport on September 26. During my conversation with the representative (surname: Janowska), she requested the PIN number for my credit card. As I haven't used a PIN in the last decade, I couldn't provide one. She insisted I needed to pay an extra [redacted] Euros to obtain the car fully insured, even though I had already booked full insurance with your company. I was left with no choice but to make the additional payment. My inquiry is: Could you assist me in reclaiming the extra charge they levied against me? The Rental Agreement No. with Sixt Rent a Car is [redacted]. Looking forward to your prompt response. Best regards, Josef F.

I had a rental car reservation at Budapest Airport and paid for the full price and insurance. Unfortunately, my reservation was canceled due to card issues. The rental car company, Alamo, informed rental.com about the cancellation and mentioned that the full amount should be refunded to me. My reservation number is [redacted]37. I would like to know the refund terms for the money I paid. Thank you, Sanda.

I am extremely disappointed with the service I received. After a 6-hour flight delay, I arrived at the rental car company only to find out there was no airport shuttle, leading to further frustration. When trying to get my car, the attendant Daniel was unhelpful, pressuring me to buy insurance I didn't need. Despite planning to return the next day, I was denied a rental car because of being one day late according to the staff at Mex Rent A Car. To add to my troubles, I was informed by Mex Rent A Car that only RentalCars.com could issue a refund. Unfortunately, I haven't been able to get through to RentalCars.com over the phone. I urge them to contact me promptly for a resolution as I've had to purchase another ticket to return to the airport and rent a car from another company in San Diego.