Rentalcars.com Customer Service Issues

While in Germany, I rented a car through rentalcars.com but realized later that I mistakenly used the wrong credit card and did not have CDW insurance. After contacting rentalcars.com and Europecar, they refused to let me add the insurance, telling me to end the contract early and rent directly from Europecar. They assured me I would be reimbursed for the price difference after I paid over $[redacted] for the new contract. However, upon returning to the US and sending them my receipts as instructed, they now claim they never advised me to set up a new contract. It seems there was a misunderstanding as the notes from our initial phone conversation were not properly recorded.

Dear Customer Service, I participated in the Rental Cars UK chat forum both roughly 12 days ago and today. The representative in the chat stated they were unable to assist with my refund and suggested phoning Denmark. Unfortunately, my attempts to contact Denmark were met with long wait times exceeding 20 minutes on both calls. Regarding my situation: my booking reference number [redacted]81 was unexpectedly canceled upon my arrival at Newcastle airport in the UK for a Ford Focus car. The chat representative mentioned the necessity of contacting Easirent to confirm that I had not picked up the car, which indeed was the case. After the initial booking was canceled, I had to arrange a new reservation with Green Motion and was provided a Peugeot [redacted] at Newcastle Airport, requiring an additional payment of [redacted] pounds on my credit card. Green Motion advised me to address the refund matter directly with Rental Cars due to the cancellation initiated, presumably, by Rental Cars/Easirent without my involvement. I have faced challenges resolving this issue through live chat and contacting Denmark. I kindly request confirmation and a timeline for the refund of [redacted] pounds to my credit card account once Easirent confirms I did not collect the Ford Focus. Thank you for your attention, R. Colussi

Dear Sir/Madam, I visited your Rental Cars chat forum around 12 days ago and again today. During the chat, I was informed that the agent was unable to process my refund and suggested I call Denmark. Despite trying twice, I abandoned the calls due to lengthy waits exceeding 20 minutes each time. Regarding my case: The reference booking [redacted]81 for a Ford Focus at Newcastle Airport was canceled upon my arrival. When I informed the chat agent, I was advised to have Rental Cars contact Easirent to confirm I did not collect the car. Since my initial booking was canceled, I had to make a new arrangement with Green Motion at Newcastle Airport, paying [redacted] pounds with my credit card for a Peugeot [redacted]. Green Motion directed me back to Rental Cars due to the cancellation. Dealing with this matter has become quite cumbersome with the live chat and trying to reach Denmark. Your prompt assurance of refunding the [redacted] pounds to my credit card after verifying with Easirent that I did not pick up the Ford Focus would be greatly appreciated. Thank you, Robert Colussi [redacted][redacted] (Swiss mobile)

I received the following email from you. I tried to use the link provided, but it seems to be broken. What should I do? Dear Mr. K, Thank you for participating in our survey regarding your Goldcar Promo rental at Edinburgh Airport that concluded on [redacted]-06-17. We acknowledge that your experience was not as positive as we would have hoped. We apologize for this and would like to offer you an additional 10.0% discount on your next rental after any standard discount has been applied. To claim your discount, we have set up an online account for you. Please click on the link below to set your password. Your discounted rate will then be displayed during the payment process. Log in Rentalcars.com Reservations Team Free Mobile App: Apple Store Google Play FAQs - Answers to all your questions

On July 20, I made two bookings through Rentalcars.com. One is for Townsville, Australia from July 26 to 28, and the other one is for Tenerife, Spain from August 15 to 28. Both reservations are under my name, Laurence Stefan. I noticed that my Mastercard from Standard Bank was charged the same day for the bookings and an extra fee for the full protection plan. However, I haven't received any confirmation yet. When I tried to access the bookings, it prompted me to finalize the bookings and make another payment, which is concerning. I don't want to be charged twice for the same reservation. Please review the transactions and urgently send me the booking confirmations. My trip to Australia is approaching soon. Please address this issue promptly, Rentalcars.com. Thank you. Best regards, Laurence Stefan.

I made a car rental reservation through Rentalcars.com for a pick-up at CDG airport in Paris on July 21 and drop-off on July 30. The total payment made online was [redacted].75 EURO. Upon picking up the car from Europcar at CDG Paris, I realized that I had been charged an additional US $[redacted].74 by Rentalcover.com for insurance coverage that I did not agree to during booking. Despite attempts to cancel the insurance, Rentalcover.com stated that it could not be done post pick-up and advised contacting Rentalcars. I am displeased with the handling of this situation as Rentalcover.com seems to have partnered with Rentalcars but charged me without proper consent. Contacting Rentalcars through live chat has been unsuccessful, and calling only led me to an automated system. I seek assistance in refunding the unauthorized charge of $[redacted].74 and resolving this issue with Rentalcars promptly. Your support is greatly appreciated.

I encountered an issue submitting a request online, so I was advised by a Rentalcars agent to email it instead. Reference confirmation number: [redacted]19 Reference email: [redacted] 1) Rentalcars charged me $[redacted].91, and I still owe GBP 35.44 at pick up, plus additional charges like a road usage fee (GBP 14.94) and a Location fee (GBP 20.50), totaling $[redacted].24. 2) Despite having car rental insurance through my own vehicle insurance, Europcar insisted on providing additional insurance before renting me the car. 3) Europcar is billing me GBP 67.06 for basic car rental, as shown in the attached Statement of Return. 4) Apart from insurance, Europcar also added VAT (GBP 12.88 + 42.44) and Licenses and Fees (GBP 19.98). None of these expenses were disclosed by Rentalcars. Please address these charges promptly or provide justification for the discrepancies. Best, T. Thomas

I made a reservation for a car on rentalcars.com, but I can't drive because I don't have a driver's license. The company requires the person who made the reservation to be the driver, so they suggested I cancel the reservation for a full refund. I have been trying to reach out to rentalcars to get my money back, but they are not answering my calls or emails. I also want to address the issue of them charging my bank account without prior notice, which I found very unprofessional.

Subject: Booking Insurance Inquiry Dear Sir or Madam, Regarding booking number [redacted]00, I selected the full protection insurance option. The policy's coverage is specified for residents of Morocco, but I am a resident of Germany currently vacationing in Morocco. Throughout the booking process, I was not prompted to provide my residency, which could have helped adjust this detail. The insurance information prominently states "all drivers are covered," leading me to believe that the residency requirement for Morocco residents in the fine print may be an oversight, and that I should be covered as the renter and driver. I am reaching out to bring this to your attention, requesting an adjustment to ensure coverage for myself as the renter and driver, irrespective of my current residence. Thank you for your attention to this matter. Best regards, Jacob Rohm

Subject: Reporting Collision with Rented Car Hi, I wanted to inform you that I have recently been in a collision involving my rented Black Ford Focus with another driver near Sheffield. The incident occurred on Sunday around 3 pm. The driver of a white van hit the driver of a blue Ford, who then bumped into my car, causing damage to the rear bumper. I have provided all relevant details to the rental company along with attached photos. Involved Parties: - White Van: YN65VTV, Mr Francis John Joseph Doherty - Blue Ford: FE58YHL, Lee Marriott, Phone: [redacted]8 I have reservation number [redacted] and Rentalcars booking number [redacted]16 for reference. I am unsure whether the insurance through Rentalcars.com covers this or if it falls under the rental company's insurance. Could you please advise on the coverage? Thank you for your assistance. Best regards, Richard Straka

On July 1st, I rented a Mercedes C-Class from Enterprise at Madrid airport for [redacted] pounds. I arrived four hours late due to a strike and was shocked to find out I had no car despite booking and paying in advance. I was only offered a Peugeot [redacted] after a long complaint. This replacement car is not equivalent and doesn't fit my needs for passengers and luggage. Rentalcars didn't inform me of this policy and I believe it is unfair that I received a lesser vehicle after prepayment. I am requesting compensation for this inconvenience and downgrade.

Hello, My name is A.P. and I have a booking number: [redacted]76. I rented a car with full insurance from 19/08/[redacted] to 25/08/[redacted] in Zakynthos. However, upon arrival, I was unable to pick up the car I had pre-paid for using my debit Visa, as a credit card was required. This issue was new to me, as I have never encountered it before. I am requesting a full refund since I did not receive the car. While I understand the terms and conditions state that a credit card is necessary, I have multiple cards and did not realize the distinction between debit and credit cards. Going forward, I suggest clarifying that only credit cards should be used for bookings requiring one. I was informed by Europcar that only a partial refund may be possible, which I find unacceptable given the circumstances. I believe I am owed the full amount back since I did not use the car. If credit cards are mandatory, please ensure this is clear before accepting payments. Best regards, P.

Subject: Request for Extenuating Circumstance Refund (ECR) Dear Rentalcars, I am writing to request an Extenuating Circumstance Refund for a car rental booking I had to cancel due to a medical emergency affecting myself. On Tuesday, August 13, [redacted], at San Jose (SJC) airport, I was unable to travel due to a kidney stone obstruction that led to an Emergency Room visit at Methodist Hospital two days prior to my planned trip. My physician has advised against traveling, and I am yet to be cleared to do so. Requested Information: a. Reason for request: Medical (kidney stones, ER diagnosis) b. Date of request: August 27, [redacted] c. Email: [redacted] d. Home Number: [redacted] e. Work Number: N/A f. Cell Number: [redacted] Thank you for your prompt attention to this matter. Sincerely, Faramarz Samadany --- Rental Confirmation Booking Number: [redacted] Thank you for choosing Rentalcars.com, Faramarz. We trust you had a pleasant rental experience. Your deposit refund should process within 15 business days. For feedback or assistance, please contact us directly. Safe travels! Warm Regards, Rentalcars

Hello, I recently made a booking through the rentalcars.com app using reference number [redacted]55. When inputting my card details, the total amount with FULL insurance was [redacted].46 euros. After completing the booking, I received an email stating I was charged [redacted].84 euros, with no prior notice during the booking process. Upon trying to cancel immediately via the app, I faced a cancellation fee of [redacted] euros, despite being assured by a representative before booking that there would be no fee if I canceled within 2 hours. I have been on hold for 15 minutes trying to reach the UK customer service number without any success. I am disappointed by this lack of transparency in pricing and the difficulty in seeking assistance. I would appreciate your prompt support in resolving this issue. Thank you, Oren

Hello, I tried to respond to the confirmation email I received but it was undeliverable. Can you please help me? Here is what happened: I was on hold for over 30 minutes trying to cancel my two bookings and get a full refund on the deposits. When I initially booked with rentalcars.com, I noticed the return location was wrong so I booked a second vehicle and tried to cancel the first one. However, even the second booking had the wrong drop-off location. I then booked a vehicle on another site with the correct locations. Now, to cancel the first two reservations, I am being asked to pay a fee of $80 for each, totaling $[redacted]. I called the "contact us" number but after 35 minutes on hold, I am sending this email. I believed I could cancel without penalties within 24 hours, which is why I booked twice. I have asked my credit card company to withhold the $[redacted] to dispute the charge within the 24-hour window. Can you help me get the $[redacted] back without further action? I was happy with your service until this problem with the drop-off location occurred. The booking numbers are [redacted] and [redacted] under Rick Sproule. Thank you for your help.

I had to cancel my reservation on August 30, [redacted] due to Hurricane Dorian. The cancellation fee was $[redacted].31. United Airlines, Universal Studios, and the hotel allowed me to change my travel dates without any penalty. I spoke with a Rentalcars.com representative who assured me that I would receive a refund of $[redacted].31 to my credit card within 7 days. However, I have not seen this credit on my account yet. I am looking to rebook the same vehicle for my new travel dates from April 17, [redacted] to April 20, [redacted], flying in and out of MCO airport. I have been trying to contact your office today, but the line is constantly busy. My cancellation reservation number is [redacted]98.

Subject: Booking Cancellation Request for Lorelle Scott - Booking Number: [redacted]80 Dear Rentalcars.com, I am writing to request the cancellation of my booking under the name Lorelle Scott, with booking number [redacted]80. The reservation was for a Cadillac XTS Automatic, scheduled for pick up at Miami, Florida Airport on January 7, [redacted], and drop off at Sanannah, Georgia Airport on January 15. Due to unforeseen circumstances, my wedding has been called off. I would like to cancel the booking to avoid additional costs and to allow the car to be available for other customers. The deposit of $[redacted].00 and the extra cover insurance of $83.25, or a partial refund thereof, are also inquired about. I used my credit card to pay the deposit, but my former fiancé's email address was provided for communication. My email address for correspondence is [redacted] I appreciate your prompt attention to this matter and await your response. Thank you for your assistance. Sincerely, Lorelle A. Scott

I am writing to report an issue I encountered with a car rental booking. On Sunday, September 1st, I used the booking.com app to reserve a car with reference number [redacted]22 and paid a £25 deposit by credit card. When I tried to amend the booking, it was mistakenly canceled, resulting in a new booking reference [redacted]41 without the payment transfer. After contacting customer service on September 2nd, they acknowledged the mistake and assured me they would fix it. However, upon checking the app, the new booking was canceled due to the unpaid deposit. They suggested canceling again, creating a new booking, and paying another £25, which I find unacceptable. I request a refund of my deposit as they are at fault. The booking was for May 17th to May 25th, with the email [redacted] I am greatly disappointed with the service and will seek alternatives. Please address this matter promptly and reply to the provided email. Yours sincerely, Martin W. Booking Reference: [redacted]41 Address: Woodwards, Woodwards Close, Burgess Hill, West Sussex, RH150DS

We received a comprehensive insurance policy from the Broker, Travel Jigsaw, for our car rental from 8/9/19 to 17/9/19. While picking up the car in Alicante, Record Go upsold us a Total Comfort Premium Policy. They recommended a refund of the Travel Jigsaw Broker fee as their coverage was superior. I am sharing the Broker policy number RFI/[redacted]36/2 to process this refund. Record Go, please let me know if any additional information is required.

I was contacted by Jay from customer service in Manchester at 4 a.m. regarding my booking Ref# [redacted] [redacted] [redacted] for a car rental in Hobart. I mistakenly booked for September 19 to 25 instead of October 19 to 25. Jay suggested calling a number in Holland to rectify this without financial consequences. After speaking to the Dutch office, I was informed of a 3-day penalty. This penalty seems excessive for a simple date change and has led me to cancel the reservation. I would have been more understanding of a one-day penalty. I am disappointed by the lack of flexibility in changing reservation dates at the same price on rental cars.com and may reconsider using this service in the future. If any further assistance is possible, please reach out to me at +31 [redacted]-[redacted]-[redacted]. Best regards, P.B. S. from Air Canada.