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1.2 109 Reviews

CarRentals.com Complaints Summary

6 Resolved
102 Unresolved
Our verdict: If considering services from CarRentals.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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CarRentals.com reviews & complaints 109

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G
9:07 am EDT

CarRentals.com reservations / refund

I have had one of the worst customer service experiences of my life with Carrentals.com. Their customer service has been appalling and I have spent over 2 weeks trying to get a refund for a service I never received confirmation for and never actually used.

Their team has been thoroughly unhelpful and I have had to send over a dozen emails to try and resolve this. I have tried several times to get a contact address to lodge a complaint however have been constantly left to ask again. I have spoken to at least 6 different members of their team with one one seeming to take accountability for the task.

I would strongly recommend not to to use this company and instead use another provider who have more respect for their customers.

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S
8:51 am EDT

CarRentals.com Their business model is to hide fees and nickel and dime you.

Their business model is to hide fees and nickel and dime you. I reserved a car with carrental.com, where they precharged my credit card. When i got to the car rental kiosk, the attendant apologetically told me that the I would be forced to buy mandatory insurance, which would raise the rental cost by $100 or 60%. The attendant told me that this happens all the time with the carrental.com. Given the new cost, I declined the service and immediately contacted carrental.com to cancel the service. They did cancel the service but refused to issue any type of refund. I have tried calling the company several times, but nobody with decision power was willing to speak with me. The correspondence that I did receive was bureaucratic and unhelpful. The business model of this company is to screw its customers after they have paid through additional hidden fees. As a result of this whole episode, I lost $150 and did not get a car rental. I would not recommend this service to anybody. My feeling is that they have a business model that borders on criminal. I don't know how this company has good reviews. They must pay people to manipulate their image or something.

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2:30 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarRentals.com customer service

I booked a car rental through carrentals.com and the car was supposed to be picked up at a downtown location in Montreal. The specified location did not have a car dealer. I phoned the customer support to enquire about the car rental and they gave me fake phone numbers to call for a shuttle service. I tried to contact both carrentals.com and the car rental service (Thrifty) but was told that the car rental outlet was at the specified location and that there is not shuttle service. Totally unreliable and extremely rude customer service at carrentals.com WILL NOT SHOP THERE.

Read full review of CarRentals.com and 4 comments
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Pissed off customer55
, US
Jul 27, 2016 6:10 am EDT
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With all the complaints, is this company going to fix the issues? or ignore the complaints by everyone? I now need a car rental for my vacation! for the hassle, grief and ### service, what is the company going to do about all of us mad customers?

HOW ABOUT RESPONDING TO YOUR EMAILS FROM CUSTOMERS!

Caitlin Morgan
chm0430@gmail.com

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Pissed off customer55
, US
Jul 27, 2016 6:10 am EDT
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I recently booked a rental car through this website. I paid for it and once I looked at the confirmation page, the site listed the wrong dates for the rental. I was confused since I entered in the correct date. I went to fix it but since there is no number listed for this site, I emailed the company to reach out to me to get this fixed. No response back. I even emailed twice! I reached out to expedia since car rental is part of the company. I was on the phone with them for over 2 hours and they even hung up in the middle of the conversation! Worse service ever! They couldn't pull up my info or fix the problem! I wasted so much time talking to incompetent people who didn't know how to help or have a number to reach out to car rental to get this fixed. Instead the associates gave me a wrong number to one of their competitors and couple of numbers to something else! How is this helping me! I now have no car for rental and out of my month's minutes since I wasted on these people! I should get some kind of comp for having to deal with this crap all day! I got scammed! I'm going to tell everyone at work and family and friends never to go through expedia or car rental to get their car when on vacation! Such a headache and waste of my day off!

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Miki lRa
, NL
Dec 28, 2014 4:33 pm EST
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I did rent online a car. I was quoted 300$ per the whole period with Shlomo SIXT and requested for my Visa. It was charged for more than 1000$. Nobody wanted to listen to the complain

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Janet Delaw
, US
May 04, 2011 1:38 pm EDT

I have gone thru their entire site and there is no way I can tell them to unsubscribe me from their annoying emails. All you can do with their emails is rent a car and I don't want that.

ComplaintsBoard
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7:58 pm EDT
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CarRentals.com ripoff price

I have been a customer of CarRentals.com for over a decade. Something has changed there recently. We arrived at the Cabo San Lucas, Baja, Mexico, airport and went to Thrifty to pick up our rental. Somehow, the $83 USD estimate for our 4 day rental was incorrect. They refused to rent us the car without the "mandatory" liability insurance. We went ahead and ended up paying $216 in the end.
When we made the same trip in 2007 and also rented from Thrifty, the estimate was 100% accurate.
More disappointing, when I contacted CarRentals.com support about the problem, they told me I should have clicked on a link to read the details of the contract. The bogus price quote was apparently MY FAULT!
NO LONGER TO BE TRUSTED! STAY AWAY!

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4:02 am EDT
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CarRentals.com service not delivered

I made a car booking on rentalcars.com for the 10th of September.
Pick up location was Alamo europcar, 12 Semley place, sw1w 9ql London.

On the date in question I went to pick up the car, but for some unknown reason my address wasn't accepted by Experia website.
Even showing utility bills or the house contract it wasn't accepted.
Europcar couldn't release the car without Experia's permission.

I called rentalcars customer service trying to explain the situation, but your operator said he was 'sorry'.
Saying that I passed the phone to europcar employee Dean Stewart who kindly wanted to explain the situation in your recorded call, getting back on the phone your employee who didn't identify himself, told me to contact the customer service and ask for a refund.

In the end we had to rent another car for almost double the price without taking 'yours'.

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D R P
Bedford, GB
Dec 23, 2013 8:13 am EST
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I am having a bad experience with rentalcars.com right now.
My wife's documents were not accepted by Alamo on a Saturday so I called the number on the paperwork. I chose the option, speak to an advisor only to get a recorded message saying the Customer Services was only open from 8-5 Mon/Fri.. I sent an email straight away from the 'Contact Us' facility on the web site.
On Monday I sent another email, no response, so I phoned and was told that because I had not cancelled the car in 48 hours I lose all my money £313.20, including insurance that was never used.
Alamo confirm that there have been no charges to rentalcars.com so they have made a very nice £313.20 for supplying absolutely nothing.
Their website says 'unlike other companies, we do not charge to change your booking'. Then after the booking the T & C say the opposite.
I have today issued a County Court Summons against them for recovery of my money.

ComplaintsBoard
J
1:48 pm EDT

CarRentals.com bait and switch...

I made a reservation through carrentals.com for a mid-sized car rental. Carrentals.com booked it through Thrifty. When I got to the Thrifty counter, I was given the choice of a Ford Focus or Forenza, which Thirty said was their mid-size car. On most rental sites these cars are listed as compacts. Being 6'4" tall, I didn't fit in either car and had to pay 30% more for upgrade. Obviously someone is playing a bait and switch game. Very disappointing.

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King1970
Orlando, US
May 23, 2011 4:24 am EDT

Focus is a mid size, if you are this tall you shold have booked at least the size of car you drive...###

ComplaintsBoard
J
3:04 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CarRentals.com insurance

On Aug 5, 2010 I contracted through carrentals.com to rent a car for 4 days at the Orlando International Airport. The actual rental car was through U-SAVE. My credit card was charged for $44 for 4 days of insurance @ $11 per. Car rental states that the car will be held for 24 hours in the event of late arrival. Our flight was delayed almost an hour. Upon arriving at the baggage area I called for a shuttle pick up from U-SAVE. I was then told that they hold the car for only one hour and none were available. I called CarRentals right away. After much difficulty getting a person to respond I was told that the insurance was not transferrable to another rental co. CarRental made no attempt to remedy the problem. I even tried to get a U-Save car the next day to no avail.

I then rented a car from Alamo (National) for 1 day, hoping to get the U-Save on the next day. As mentioned, U-Save did not have on available that day either. The cost with Alamo was two and one half times greater.

Upon my return on the 19th, I requested a refund of the insurance paid to CarRental of $44 and was told the contract was not cancelled in time so no refund would be made, even though I had contacted them at 10:15 PM on the 14th to explain that a car was not available.

They are refusing to refund any part of the insurance, much less make an offer to encourage me in doing business with them ever again.

It is disappointing that CarRental would not advocate for me with U-Save and not even have any regard for my being abandoned in an airport late at night.

Why would anyone deal with either company as a result of this treatment.

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Andrée Laganière
, GT
Nov 23, 2018 2:01 pm EST
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Make sure before you buy insurance through CarRentals.com that you are a US resident. The insurance offered by Allianz is only offered to US resident and nothing on the CarRentals site warns you beforehand. If you have bought insurance and can still cancel it, make sure to read the contract carefully!

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julie lubeski
3730 sebewaing rd, US
Mar 23, 2011 8:40 pm EDT

I had reservations for the Las Vesgas Airport, thrifty, was quoted total costs would be 200.63 they ended up charging me an extra 33.61 in taxes and 80.00 for listing my husband as the driver, because the reservation was in my name and my husband was doing the driving it was an extra 80.00. Total scam couldn't speak to anyone since it was 1 a.m. Had to have the car so we paid the price, will never go thru car rentals.com again.

ComplaintsBoard
C
7:45 pm EST
Resolved
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CarRentals.com bait and switch

By far this was the worst car renting experience I ever had. After I made the online reservation, I notice my drop off time was at 9:45. So I call the A+ Rental to cancel my reservation, but they told me they can change the drop off time to 3:00 PM without a charge. In fact, I asked them put a note on my reservation to reflect 3:00 PM drop off time.
When I arrived at the airport, I called the rental company for a pick up. After multiple phone calls, they finally pick me up after 50 minutes later. They blamed on traffic for late pick up, but there was no traffic and it should not have taken them 50 min’s to drive 3 miles.
The rental company was a tiny place, just to enough to park 5-6 cars. The rental car they had for me must’ve been more than 10 years old with scratches and dents everywhere, scratches on the hood and side doors and dents on side fenders. I was totally disappointed with the condition of the car.
Then, they printed the rental agreement form for me to sign and told me the drop off time is 9:45. I told them about 3:00 pm drop off time. In fact, they had a hand written paper indicating that the drop off time is to be 3:00 pm, but they refused to honor 3:00 pm drop off time previously negociated. They told me if I’m 1 min past 9:45 time, they were to charge me additional full day rate. After much discussion, I finally told them this was not acceptable and asked them to take me back to the airport, but they told me “I don’t think so.” They refused to even take me back to the airport.
They finally agreed to take me back to the airport after charging my credit card for full day’s rental fee. I told them I’ll dispute the credit card charge later. In fact, I wrote on my credit card receipt “dispute” next to my signature. I ended up getting my rental car from Hertz.
What should’ve been a simple car rental experience turned out to be 3 hours of total ordeal. I’ll be disputing the credit card charge.

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King1970
Orlando, US
Mar 31, 2010 2:31 am EDT

So after u did the reservation and input your name and dates, car size and pick up location u noticed that you (own input) was incorrect and you doon't want to pay for the extra day ? Should the airline also wait for u if u are stuck and trafic and late 45 minutes...give me a @#$#@# break...wake up and smell the hummos.

ComplaintsBoard
V
3:59 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

CarRentals.com - be warned

I used carrentals.com and reserved a car with Dollar rental. I paid the deposit and had my reservation numbers etc. When I went to pick up the car Dollar would not rent it to me since the card used was a debit card. It was going to be used to take a trip from Naples to Orlando, Fla. to see our children and grandchildren that came down from Maine. We had not...

Read full review of CarRentals.com and 19 comments

CarRentals.com Customer Reviews Overview

CarRentals.com is an online service that provides users with the ability to compare and book rental cars from a variety of car rental companies. The platform offers a range of vehicle options, from economy cars to luxury vehicles, to suit different travel needs and budgets. Customers can search for rentals based on location, car type, and rental dates. Additional features include the option to book one-way rentals and to filter searches by specific rental car providers. CarRentals.com aims to facilitate the process of finding and securing a rental car for travelers.

CarRentals.com In-depth Review

In summary, CarRentals.com is a serviceable option for those looking to rent a vehicle for travel or other purposes. The website offers a range of vehicles to suit various needs and budgets, and the booking process is generally straightforward. However, users may find some areas needing improvement, particularly in customer service responsiveness and clarity of rental policies.

Website Usability and Design

Ease of Navigation: The website is quite easy to navigate, with clear categories and search filters.

Visual Appeal: The design is modern and visually appealing, with a clean layout that makes information easy to find.

Mobile Responsiveness: The mobile version of the site is responsive and maintains functionality across different devices.

Rental Vehicle Selection

Variety of Cars Available: There is a good selection of vehicles, from economy to full-size cars.

Options for Different Budgets: Cars are available at various price points, catering to different budgets.

Availability of Luxury and Specialty Vehicles: The site offers a range of luxury and specialty vehicles for those looking for something extra.

Pricing and Value for Money

Competitiveness of Rental Rates: Prices are competitive with other rental services.

Transparency of Pricing: Pricing is mostly transparent, though some users may find additional fees at checkout.

Deals and Discounts Offered: There are occasional promotions and discounts available for users.

Booking Process

Ease of Reservation: Making a reservation is straightforward with their online system.

Online Booking System Efficiency: The booking system is efficient and user-friendly.

Availability of One-Way Rentals: One-way rentals are available, which is convenient for many travelers.

Customer Service

Responsiveness to Inquiries and Issues: Some users report delays in response times to inquiries and issues.

Professionalism of Staff: The staff is generally professional in their interactions.

Availability of Support (Chat, Email, Phone): Support is available through multiple channels, though the efficiency of each may vary.

Rental Locations

Geographic Coverage and Convenience: CarRentals.com offers a wide geographic coverage, with many convenient locations.

Airport and City Location Accessibility: There are numerous options for airport and city locations, making pickups and drop-offs easier.

Hours of Operation: Hours of operation are generally convenient, though they can vary by location.

Rental Policies and Terms

Clarity of Rental Agreement: The rental agreement is mostly clear, but some users may find certain terms confusing.

Insurance Options and Costs: Insurance options are provided, but costs can be high and may not be clear upfront.

Fuel and Mileage Policies: Fuel and mileage policies are standard, though specifics should be confirmed at the time of booking.

Additional Services and Features

GPS and Child Seat Availability: Additional services like GPS and child seats are available for an extra fee.

Roadside Assistance Options: Roadside assistance is offered, providing peace of mind to renters.

Loyalty or Rewards Programs: There is a loyalty program for frequent users, which can offer additional value.

User Reviews and Testimonials

Customer Satisfaction Levels: Satisfaction levels vary, with some customers very pleased and others less so.

Repeat Business and Recommendations: There are reports of repeat business, indicating a level of trust in the service.

Common Praises and Complaints: Common praises include the selection of vehicles; complaints often focus on customer service and hidden fees.

Cancellation and Modification Policies

Flexibility of Changes to Reservations: The site offers some flexibility for changes, but it can come with fees.

Fees for Cancellations or Alterations: Cancellation and alteration fees may apply, and the terms can be strict.

Last-Minute Booking Options: Last-minute bookings are possible, but options may be limited.

Overall Experience

Summary of Pros and Cons: Pros include a wide selection of vehicles and competitive pricing. Cons are potential hidden fees and variable customer service.

Comparison with Competitors: CarRentals.com holds its own against competitors, especially in vehicle selection and website usability.

Final Recommendations and Ratings: Overall, CarRentals.com is a viable option for car rentals, but users should be aware of potential additional costs and ensure they understand the rental terms fully.

How to file a complaint about CarRentals.com?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with CarRentals.com in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with CarRentals.com. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, the company's response, and the personal impact of the problem.

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- Remember to attach any relevant supporting documents but avoid including sensitive personal data.

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CarRentals.com contacts

Phone number

+1 (800) 778-7879

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Most discussed CarRentals.com complaints

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