Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 25 June, I was supposed to pick up a rental car (purchased via wisecar.com). The vendor that they chose was thrifty.I arrived at the thrifty rental counter and they had no rental cars. They provided me a waitlist and noted that I needed to come back in the morning. I immediately contacted Wise cars and they said that they would investigate. Almost 30 days later, thrifty claims that they had cars even though they didn't.I contacted wisecars.com contemporaneously and told them that there were no cars available. I provided proof that I was located at *******. They refuse to refund my money.

  Business response

  07/19/2024

  Dear ****,

  Thank you for bringing this matter to our attention.

  We deeply regret the inconvenience you experienced during your recent car rental attempt on June 25th.
  We understand your frustration regarding the situation at the Thrifty rental counter and the subsequent challenges you faced. We take these matters very seriously and want to ensure that you receive the best possible resolution.
  

  We have reopened the investigation into your case and will be insisting on a refund from Thrifty on your behalf. Our team is working diligently to gather all necessary information and evidence to support your claim. We appreciate the proof you provided showing that you were at the Thrifty location and faced a lack of available cars.
  

  Your patience and understanding during this process are greatly appreciated. Please be assured that we are committed to resolving this issue promptly and will keep you updated on the progress of the investigation.
  

  Should you have any further questions or need additional assistance, please do not hesitate to contact us at **********************************,
  

  Thank you for your continued patience and understanding.

  Regards,

  ****** from Wisecars.

  Customer response

  07/19/2024

   
  Complaint: 22011523
  
  I am rejecting this response because:
  

  They have been hedging and refusing to refund the money for almost a month at this point. The only reason that they reopened this investigation is because I informed them prior to filing this complaint that I would be both reporting their activities to the attorney general in the state of California and filing a complaint with the better Business bureau.

  These actions clearly prompted this response however I feel like wise cars is not taking responsibility for their portion of the issue. 

  Whether or not they obtain a refund from thrifty car rental is not my problem. My problem is that they promised me a car and failed to deliver it. They need to provide me a refund immediately, independent of thrifty's action if

  
  Sincerely,
  
  *******************

  Business response

  07/29/2024

  Dear ****,

  Please note that we cannot issue a refund if the supplier, in this case Thrifty, reports no fleet failure and you do not possess sufficient proof of this.

  As mentioned before, we reached out to them again insisting that there was an issue with the inventory and they managed to confirm the fleet failure with the location.

  I can see that your reservation has been already refunded. Should you require further assistance, please let me know.

  We sincerely apologize for any inconvenience caused.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I am writing to address an issue with my recent car rental online booking with Wisecars (Booking #********). The pick-up date was scheduled for July 6th.Wisecars charged me ****** CAD on April 22nd, which includes a ************* of $ 225.However, upon arrival at the car rental counter in **********, the employee informed me that I was obliged to take out the liability insurance of USD 870 (approximately CAD 1200).I tried to reach out Wisecars via WhatsApp and Messenger for assistance while at the car rental company in order to find an agreement but they did not respond.When I mentioned to the employee those charges were abusive and contrary to the information provided by their partner Wisecars, the employee became upset and told me to leave and find another car rental, which I did. Wisecars provided an answer by email on July 17. They mentionned that car rental companies have the right to select which insurances they require customers to have for the rental, as long as they mention it in the ******************* which was the case here.The problem I have with the Terms and Conditions is that it is absent of any mention regarding the maximum limit for liability insurance charges. Also, the online transaction did not disclose the amount I would be required to pay for this insurance. Consequently, it appears that the car rental company has exploited this lack of transparency to impose exorbitant fees without accountability or consent. Subsequently, the customer is compelled to accept the insurance price stipulated by the rental company at the moment of the pick-up. I use the term 'compelled' because if we decline the insurance and reject the offer, Wisecars still charges us the full amount and classifies it as a 'no-show,' refusing a refund."Please feel free to contact me if you require any further information or clarification.Thank you in advance for your assistance!*************************

  Business response

  07/19/2024

  Dear *****,

  Thank you for reaching out regarding your recent experience with us. We apologize for any inconvenience and frustration you encountered during your rental process.
  

  We would like to clarify that the requirement for ******************************** (SLI) is indeed stated in the Supplier Terms and Conditions. This insurance is mandatory unless you have your own coverage. Most US and Canadian customers typically have this coverage through their credit cards, which is why it is not included in the initial rate provided by the car rental company.
  

  We understand your concerns about the lack of transparency regarding the specific amount for the liability insurance. However, rental car companies have the right to determine the cost of the required insurances. While Wisecars strives to provide comprehensive information, the specific rates for liability insurance may vary based on the supplier and location, and you can also find this information on the official website of the rental company.
  

  We regret any miscommunication or delay in our response via WhatsApp and Messenger. Our aim is to assist our customers promptly, and we are continuously working to improve our support channels. We also apologize for the behavior of the rental counter employee and any distress caused. This does not reflect the standard of service we aim to provide. We will address this with the rental company to ensure better handling of such situations in the future.

  If you have further questions or need additional clarification, please feel free to contact us at *********************************** We value your feedback and are committed to improving our services.

  Regards,

  ****** from Wisecars.

  Customer response

  07/20/2024

   
  Complaint: 22007957
  
  I am rejecting this response because: Wisecars has not confirmed the refund.

   

  Hello ******,

  While I understand that liability insurance is mandatory and that rental car companies have the right to determine the cost of the required insurances, I also maintain the right to decline any offer that I found excessive. Otherwise, it equates to endorsing a blank check during the online booking process. This decision should not results in financial penalty. 
  I appreciate your acknowledgment of the transparency issues surrounding this matter. However, I must emphasize that my dissatisfaction persists until a full refund is issued. I am committed to pursuing all necessary avenues to achieve this resolution until my funds are reimbursed.
  Thank you for your prompt attention to this request. I look forward to your swift response and the satisfactory resolution of this issue.

  Sincerely,
  
  *************************

  Business response

  07/29/2024

  Dear ******,

  Thank you for your response.

  Please note you accepted the Supplier's Terms and Conditions when making the booking, which specified the type of mandatory insurance required either to be purchased or presented at the counter. Insurance from the supplier is not exclusively mandatory, as you have the right to present your own. Failure to comply with the terms at the counter will result in the reservation being considered a No-Show, as per our terms of service. Additionally, more information about the supplier's insurance inclusions and prices can be found on their website.

  Unfortunately, No-Show reservations are not eligible for a refund as per our Terms of Service. We apologize for any inconvenience.

  Regards,

  ****** from Wisecars.

  Customer response

  07/29/2024

   
  Complaint: 22007957
  
  I am rejecting this response because: Wisecars has not confirmed the refund.
  
  Hello ******,
  While I understand that liability insurance is mandatory and that rental car companies have the right to determine the cost of the required insurances, I also maintain the right to decline any offer that I found excessive. Otherwise, it equates to endorsing a blank check during the online booking process. This decision should not results in financial penalty. 
  I appreciate your acknowledgment of the transparency issues surrounding this matter. However, I must emphasize that my dissatisfaction persists until a full refund is issued. I am committed to pursuing all necessary avenues to achieve this resolution until my funds are reimbursed.
  Thank you for your prompt attention to this request. I look forward to your swift response and the satisfactory resolution of this issue.
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  Dear ******,

  The terms and conditions associated with rental agreements, including liability insurance, are legally binding once agreed upon. Rental car companies, like any other business, have the right to set their prices and enforce their policies, including those related to insurance coverage, which is often required by law or the companys policy to ensure both parties are adequately protected. As I said before, most customers present proof of their own insurance with their credit card, so the insurance options are only listed in case you fail to present such coverage.

  When a customer books a rental vehicle online, they are provided with the terms and conditions, including information about mandatory insurance. By proceeding with the booking, the customer implicitly agrees to these terms. Declining the mandatory insurance after accepting the terms is not typically permitted without penalty, as the insurance is often integral to the rental agreement.

  Furthermore, you can check on the York Rental Car official website their pricing for such products. You could already see during the booking process that the offer you chose was from this particular supplier. If you had read the Terms and Conditions and saw there was no pricing (as this is not mandatory to add if you have your own insurance), you could have gone to their website and check their additional products pricing.

  Unfortunately, there is no refund due in this case.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding a recent car rental booking made with Wisecars. On Sunday, July 14, 2024, I booked a rental car for pick-up on the next day, Monday, July 15, using my fathers credit card, as I only have a debit card. The payment was processed successfully at the time of booking. However, upon arrival at the rental agency to pick up the car, I was informed that I could not rent the vehicle because I did not have a credit card in my own name.The rental agencys terms and conditions, which include the requirement for the driver to have a credit card in their own name, were only provided to me in an email after the booking and payment were completed. This critical information was not made available to me before the payment was processed. If we had known about this policy in advance, my father would have booked the car in his own name.Despite this oversight, the rental agency refused to refund the payment made with my fathers credit card. I believe this practice is misleading and unfair, as customers are not given the opportunity to review important terms and conditions prior to making a payment. The failure to disclose these terms upfront prevented me from complying with the agencys requirements and resulted in significant inconvenience and financial loss.I am seeking a full refund of the payment made for the rental booking, as the service was not provided due to the rental agencys lack of upfront disclosure. I have attempted to resolve this issue directly with the rental agency, but they have refused to issue a refund. I have also contacted *****, but have not yet received a satisfactory resolution.I hope the Better Business Bureau can assist in resolving this matter and help ensure that such practices are rectified to prevent other consumers from facing similar issues in the future.

  Business response

  07/16/2024

  Dear *********,

  Thank you for reaching out to us. We are sorry to hear that you could not pick up the rental car.

  Please note that the Supplier Terms and Conditions, as well as the Wisecars Terms of Service, are available to the customer during the booking process before proceeding with the payment. The system does not allow you to make the reservation without confirming that you have accepted them.

  These Terms state that the main driver must present a credit card under their name. Failure to do so will result in a No-Show, and the reservation is not refundable in that case.

  Should you require further assistance, please contact our support team at **********************************.

  Regards,

  ****** from Wisecars.

  Customer response

  07/17/2024

   
  Complaint: 21995034
  
  I am rejecting this response because:

  
  During the booking process, I did not see any clear notification or prompt indicating the specific requirement for the main driver to have a credit card in their own name. If this information was indeed available, it was not prominently displayed or highlighted in a manner that would ensure customers are fully aware before proceeding with the payment.
  
  Upon completion of the booking, the detailed terms and conditions, including the credit card requirement, were only sent to me in a confirmation email. This is after the payment had already been processed. If these critical terms had been made explicitly clear prior to payment, we would have adjusted our approach accordingly.
  
  Additionally, it seems unfair that my dads credit card was charged even though the booking was made under my name. If the policy explicitly requires only the booking holder to be eligible to pay, the system should not have allowed a credit card under someone elses name to be charged. This inconsistency in the policy has resulted in significant inconvenience and financial loss.
  
  It is highly unfair that the money was charged and yet no service was provided, and the money was not refunded. This situation is unacceptable and frankly akin to robbery. While I acknowledge that I made a mistake, it seems unreasonable to impose such a severe penalty for a minor technical detail. A charge of $400 is a significant amount to forfeit over such an issue. The company could have simply allowed me to change the booking from my name to my dads name. This is especially unfair considering that I booked the rental car the day before the expected pick-up. If I had booked a few days earlier, I would have had the opportunity to modify the booking within the 48-hour period.
  
  Given these circumstances and the lack of clear communication, I believe a refund is the only fair resolution.
  
  Sincerely,
  *******************************

  
  

  Business response

  07/19/2024

  Dear *********,

  The requirement for the main driver to have a credit card in their own name to leave the deposit is standard industry practice to prevent fraud and ensure accountability. You cannot make responsible another person for the damages the main driver may potentially do to the car.

  Unfortunately, we do not agree that we do not clearly notify our customers about the credit card in the main driver's name requirement. Apart from the Supplier Terms and Conditions displayed to you before proceeding with the payment, we also ask you to accept the ''Credit card policy'' in case people do not read the terms. And most importantly, as I mentioned before, it is logical that all the documents must be presented under the main driver's name, as this is the main driver who will rent the car with their documents and is responsible for the damages.

  The detailed terms and conditions, including the credit card requirement, are available throughout the booking process and not just after payment, and you cannot proceed with the payment without accepting them. Customers have the opportunity to review and understand these conditions before finalizing their reservation. While the voucher reiterates these terms, it is sent as a follow-up to ensure the customer has all necessary information in one place for reference.

  In regards to the payment you made to Wisecars, please note that Wisecars and the supplier are two different companies, and most importantly, purchasing a voucher online and leaving a security deposit for a car rental are two completely different transactions. Leaving a security deposit requires the person listed on the reservation to be responsible for any potential issue, whereas making a reservation online doesn't require any liability.

  If the main driver fails to present the necessary documents, their reservation will be considered a No-Show and no refund is due.

  Should you require further assistance, please contact us at **********************************.

  Regards,

  ****** from Wisecars.

  Customer response

  07/19/2024

   
  Complaint: 21995034
  
  I am rejecting this response because:
  

  Visibility of Terms and Conditions

  
  While I acknowledge that the credit card requirement might be standard practice, I genuinely did not see any clear notification or prompt about this requirement during the booking process. If the information was presented, it was not done in a manner that ensured it was conspicuous and comprehensible to the customer. An easily missed checkbox or buried text does not suffice for such a crucial detail.
  
  Timing of the Information

  
  The fact that the detailed terms and conditions, including the credit card requirement, were reiterated in a confirmation email after the booking and payment had been processed highlights a communication issue. By the time I received this email, it was already too late to make any necessary adjustments or cancellations without incurring a penalty.
  
  Inconsistency in Policy Application

  
  Charging my dads credit card for the booking fee, despite the policy requiring the main driver to have a credit card in their own name, seems contradictory. If the system allowed this discrepancy, it indicates a flaw in the booking process that needs addressing. It should have flagged the mismatch at the time of payment.
  
  Unfair Charging Practices

  
  It is very unfair that my dads credit card was charged, yet no service was provided, and no refund was issued. This situation feels extremely unjust, as we were penalized without being given the opportunity to comply with the policy, and it resulted in a significant financial loss without receiving the service we paid for.
  
  Customer Responsibility and Flexibility

  
  Given that I booked the rental car less than 24 hours before the pick-up time, it would have been reasonable to offer some flexibility to adjust the booking details. Allowing a simple change from my name to my dads name to align with your policy would have been a customer-friendly solution, especially considering the close timing.
  
  Fairness and Proportionality

  
  The penalty of $400 for what was essentially a minor technical error is excessive. It is not about absolving the customer of responsibility but about ensuring that the penalties and policies are fair and proportionate to the circumstances.
  

   

  
  I am requesting a reconsideration of my refund request based on these points. As a customer, I value transparency and fairness, and I hope that Wisecars can demonstrate a commitment to these principles.
  

  Sincerely,
  *******************************

  Business response

  08/02/2024

  Dear *********,

  The requirement for the main driver to have a credit card in their own name to leave the deposit is standard industry practice to prevent fraud and ensure accountability. You cannot make responsible another person for the damages the main driver may potentially do to the car.

  Unfortunately, we do not agree that we do not clearly notify our customers about the credit card in the main driver's name requirement. Apart from the Supplier Terms and Conditions displayed to you before proceeding with the payment, we also ask you to accept the ''Credit card policy'' in case people do not read the terms. And most importantly, as I mentioned before, it is logical that all the documents must be presented under the main driver's name, as this is the main driver who will rent the car with their documents and is responsible for the damages.

  The detailed terms and conditions, including the credit card requirement, are available throughout the booking process and not just after payment, and you cannot proceed with the payment without accepting them. Customers have the opportunity to review and understand these conditions before finalizing their reservation. While the voucher reiterates these terms, it is sent as a follow-up to ensure the customer has all necessary information in one place for reference.
  

  In regards to the payment you made to Wisecars, please note that Wisecars and the supplier are two different companies, and most importantly, purchasing a voucher online and leaving a security deposit for a car rental are two completely different transactions. Leaving a security deposit requires the person listed on the reservation to be responsible for any potential issue, whereas making a reservation online doesn't require any liability. If the main driver fails to present the necessary documents, their reservation will be considered a No-Show and no refund is due.

  Should you require further assistance, please contact us at **********************************.
  

  Regards,
  ****** from Wisecars.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a car through Wisecars for pick up at the *********************** on May 30th. The deposit was $750 for a 30 day rental. Amount due at pickup was supposed to be $378, that amount turned out to be over $600. The rental was scheduled through Thrifty Rental Cars. Unfortunately, Thrifty Rental Car only has a chip reader to process transactions. I had used my credit card to check my bags that morning but it wouldnt read in their chip reader. There was no way to tap, slide or manually enter the card. Thrifty agents provided excellent service and tried numerous methods to complete the transaction. During this process they had me call Wisecars to find an alternate method of payment. Wisecars said they could not help but the Thrifty agent insisted that they could if they wanted to.In the end I was unable to rent the car. I eventually secured a car through **** that cost $1500. I immediately started communicating with Wisecars to issue a refund. I provided all the information and documentation they requested. They said I was a no show and that my credit card was not a credit card even though I provided proof to the contrary. No matter how much I complied they just gave more excuses. I spent weeks on this process with no results.

  Business response

  07/15/2024

  Dear ****,

  Im sorry to hear about your recent experience and the frustration it has caused.

  Regarding your rental at the ***********************, we have reviewed your case thoroughly. Thrifty has confirmed that the primary issue was due to insufficient funds on your credit card to cover the required deposit amount. Our policies require that sufficient funds be available on a credit card to secure the deposit. This policy is in place to ensure the security of the rental transaction. Without the necessary funds, we are unable to proceed with the rental, as was the case here. Additionally, the inability to use alternative payment methods like tap, slide, or manual entry is due to the specific security and verification processes required by our rental partners.

  As a result of the insufficient funds, the reservation was marked as a No-Show. According to our Terms of Service, which were agreed upon during the booking process, this makes the reservation ineligible for a refund. We strive to make our policies clear to avoid such situations, and we regret any misunderstanding or inconvenience caused. We appreciate your feedback, as it helps us improve our services and communication. Our goal is always to provide a seamless and satisfactory rental experience for all our customers. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly at **********************************. We are here to help and will do our best to address any concerns you may have.

  Regards,

  ****** from Wisecars.

  Customer response

  07/15/2024

   
  Complaint: 21979669
  
  I am rejecting this response because:

  There was more than sufficient funds to secure the rental on the credit card. I provided proof of that to your agent ****. His reply was that it was not a credit card which it in fact was and I provided proof of that as well. I provided proof that the card was used the same morning at the ************* to pay baggage fees. It is not my fault that the chip reader was unable to read my card. I called the credit card company while at the airport and the transaction was not going through to be processed. I gave all this information to the Wisecars agent when I called them from the airport. I did absolutely everything possible to complete the transaction and have explained the situation every way I know how. I respectfully request that you refund my money.
  
  Sincerely,
  
  *******************

  Business response

  07/17/2024

  Dear ****,

  Thank you for your response.

  Thrifty determined that there were no funds available in your account at the time of vehicle pick-up, therefore, the rental was rejected. During the call with *******, their agent suggested changing the paid locally amount because your card was declining, which was not possible for us to do.

  We understand this may be disappointing news, and we apologize for any inconvenience this situation may have caused. We recommend contacting Thrifty directly to confirm more details about this situation. If you have any further proof or documentation that supports your case, please send it to **********************************, and we will be happy to assist you further.
  

  Thank you for your understanding.

  Regards,

  ****** from Wisecars.

  Customer response

  08/01/2024

   
  Complaint: 21979669
  
  I am rejecting this response because:

  The funds were not rejected and there was ample funds available. The problem was that the chip reader would not read the card and they had no alternate option for securing payment. No manual entry or slide option. The same card was used to pay baggage fees that morning with the chip reader. 
  I understand that you did provide the service of reserving the car and should be compensated accordingly but keeping the entire $750 seems excessive. Please reconsider 

  
  
  Sincerely,
  
  *******************

  Business response

  08/02/2024

  Dear ****,

  Thank you for bringing this issue to our attention. We apologize for the inconvenience you experienced with the payment process.

  We will send a follow-up ticket to investigate the issue with the payment process and review the $750 charge. We appreciate your patience and will get back to you as soon as we have more information.

  Thank you.

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I experienced unfair business practices with Wisecars Car Rental. We were late picking up our car rental at their business partner's location, called ******, in ******* on April 5th, 2024. The location was miles away from the airport. After our shuttle dropped us off at ****** around 1am, we learned that Wisecars had canceled our reservation because we were delayed. They refused to make any accommodations or give us a refund. They only offered to rent us a van at four times the cost even though they had a parking lot full of available cars. I know this because I checked their website while we were stranded there, and they had many cars available at the original price ($212.74). They said that our car had already been rented which meant that they got paid twice for the same vehicle while my family and I were stranded in an obscure location. We ended up calling an Uber. Later we called Wisecars support line & emailed them, but Wisecars would not work with us. No refund was given, no car provided, and we had to pay for another rental car from a different company. They clearly have predatory business practices and should not be allowed to operate in this manner.

  Business response

  07/09/2024

  Dear ******,

   Thank you for reaching out to us.

  We apologize for the inconvenience you experienced. According to the Terms and Conditions accepted during the booking process, the ****************** is not obligated to wait for your arrival, and if you fail to arrive at the pick-up station at the time indicated in the voucher, it may constitute a No-Show on your part. This policy ensures that vehicles are available for all customers as scheduled and helps manage our fleet efficiently.

  You made a booking for pick-up at 12:30 AM. Wheego operates from 6:30 AM to 10:30 PM, as stated on the booking page. However, they made an exception to accommodate your late pick-up. Due to this special arrangement, they are unable to wait for any delays beyond the agreed time, as they were already extending their service hours for you.
  

  We apologize for any inconvenience this may have caused and appreciate your understanding.

  ****** from Wisecars.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged for service I never received. Denied my car rental because I didn't have an airline ticket.

  Business response

  07/01/2024

  Dear ******,

  Thank you for reaching out regarding your recent experience with us. We apologize for any inconvenience you encountered.
  

  As outlined in our Supplier Terms and Conditions, under the section "Required Documents," it is specified that flight tickets (when renting at an airport location) with an arrival date matching the pick-up date and a departure date matching the drop-off date are necessary.
  

  Unfortunately, if the required documentation is not presented, the reservation is considered a No-Show, and as per our policy, you are not eligible for a refund.
  

  We appreciate your understanding and are here to assist you with any further questions or concerns.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a car as quick as I could at night to be picked up in the morning. I was dealing with my mother's funeral, and I needed a car for a few days after a last minute redeye. I got to the counter the next morning, waited over an hour, and then was rejected from renting the car. Why? I didn't have a credit card, which is not fully explained that debit cards will not be accepted as well as that debit/credit cards will not be accepted. It also doesn't specify that debit cards will work, but must be from a brick and mortar bank. Another thing not specified is that you need a return itinerary to pick up your rental, which I did not have due to booking at the last minute to go and bury my mother. This company is a complete and utter scam taking advantage of others and doing the absolute bare minimum to pretend to cover themselves, even when their policies are not clear and explanatory until after you are booked. Nowhere in booking does it specify a major classic credit card until you receive the final email containing your voucher. If you book last minute like me, then it's too late. It is a predatory business that has taken the death of my mom and made it worse because of the fact that they left me stranded at an airport for hours when I needed to be with family.

  Business response

  07/01/2024

  Dear *****,

  I am deeply sorry to hear about the difficulties you experienced during such a challenging time. Please accept our sincere condolences for your loss.

  Regarding your recent car rental experience, I understand how frustrating and upsetting it must have been to encounter these issues. I would like to clarify a few points regarding our policies and procedures.

  Please note that our booking page under the section "Required Documents" clearly states that a credit card is necessary for the rental. This requirement is also reiterated in the Supplier Terms and Conditions, as well as in the "Credit Card Policy Terms" accepted during the booking process. These terms specifically state that debit cards are not accepted and a credit card will be needed.

  In addition to the information provided during the booking process, we also sent an "Important Information" email outlining the requirement for a credit card and noting that debit cards are not accepted. This is to ensure that our customers are fully aware of the necessary documents before their rental.

  When it comes to the flight tickets, this was also stated on the Supplier Terms and Conditions available to you before making the payment.

  I have attached screenshots of where you can find all of these requirements for your records.

  As outlined in our Terms of Service, failure to present the required documentation, in this case a credit card and a return itinerary, results in the reservation being considered a No-Show. Unfortunately, in such cases, a refund is not available.

  Once again, we apologize for the inconvenience and stress this has caused during an already difficult time. For further assistance, please contact us at **********************************.

  Regards,

  ****** from Wisecars,

  Customer response

  07/01/2024

   
  Complaint: 21910261
  
  I am rejecting this response because:

  - The email outlining that debit/credit cards are not accepted arrived after I had paid for the voucher, and with no time to change the booking.
  

  - The note about requiring flight tickets says that they are only required if you are from outside of the country. I am a US citizen and still required flight tickets, which was not specified in the outline for required documents.
  

  - The messaging about debit cards is unclear in the booking process, and hidden in parts of the page that are hard to find and obfuscated to make it difficult to see until after booking is completed.

  - I paid for the car with a debit/credit card without issue, and was not notified that this would be an issue despite my money being taken just fine. 
  
  Sincerely,
  
  ***********************

  Business response

  07/02/2024

  Dear *****,

  It is stated on the page of the offer, under the section ''accepted methods for leaving the deposit'', that a credit card will be needed at the pick-up. When you click on this, it says ''it will be mentioned here if you can use other methods to leave a deposit, such as a debit card or cash''.

  This requirement is also stated on the Supplier Terms and Conditions you accept when making the booking. As we understand that some people may not read these, we also asked customer to accept the ''Credit Card policy, which states that you need a credit card to pick up the car and debit cards are not accepted.

  When it comes to the flight tickets, Thrifty may ask you for additional documentation for security reasons if you do not present a credit card. This policy is often in place to mitigate the risk associated with debit card transactions, as credit cards offer more security for the rental companies. This is not classified as a mandatory thing as you need to present a credit card in the first place, however, they may make an exception but will require you to present extra documentation.

  Unfortunately, due to not presenting the necessary documentation, your case was considered a No-Show and no refund can be issued as per our policy.

  Should you require further assistance, please reach out to us at **********************************.

  Regards,

  ****** from Wisecars.

   

   

• Initial Complaint

  06/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Booked at the rate attached, then asked to pay double the rate

  Business response

  06/17/2024

  Dear ****,

  Thank you for reaching out to us.

  We apologize for the inconvenience you experienced with your recent booking. Unfortunately, at the time you made your booking, the supplier was updating their live rates. As a result, the rate you booked had just expired, and the supplier was unable to honor it, resulting in an error and a refusal of the booking.
  

  To resolve this, we had to offer an alternative. We understand how frustrating this situation must have been for you, and we are sincerely sorry for any confusion or inconvenience it caused. We value your feedback and are committed to improving our processes to prevent such issues in the future. If there is anything more we can do to assist you or if you have any further concerns, please do not hesitate to let us know.
  

  Best regards,
  ****** from Wisecars.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rental a car and the flight was severely delayed. We asked the agent what would happen if we were to cancel and he said we would not get a refund . We said ok thank you. We get to the car rental after a severely delayed flight a d they are telling us our reservation was cancelled. We never requested this we just asked what would have happened. This place seems to be a scam and we want the money back and the company investigated for not being legitimate.

  Business response

  06/17/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration you experienced regarding your recent car rental.
  

  We have thoroughly reviewed the call and found that there was indeed a mistake on our part. Based on the details of your conversation with our agent, it is clear that you did not request a cancellation, but rather inquired about the cancellation policy. The misunderstanding led to your reservation being incorrectly cancelled.
  

  Given this error, we have decided to refund your booking in full, this amount may take 3-5 days to settle into your account. We are deeply sorry for the inconvenience this has caused and want to assure you that we are taking steps to prevent such issues in the future.
  

  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  

  Best regards,
  ****** from Wisecars.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car from this company. When I got to the rental car company to receive the car. I was on time and actually waited for an hour. Then when I got to the counter the consumer service person said that I couldn't rent the car. So I contacted the company I went thru and they told me I can't get my money because it's prepaid for and there isn't a refund I said I to the consumer service person but the denied me the rental car how can you keep my money. They couldn't not explain the reason. So all I want is my money back.

  Business response

  06/13/2024

  Dear *****,

  Thank you for reaching out to us.

  We apologize for the inconvenience you experienced during your recent car rental attempt. We understand your frustration with the situation, especially after waiting for an hour and being denied the rental at the counter.

  Upon reviewing your case, it appears that Thrifty states you were banned from renting vehicles from them and also from Hertz and Dollar. Unfortunately, this ban prohibits them from providing you with a rental car. As a result, our policy states that prepaid reservations are non-refundable in these circumstances.

  I would appreciate it if you could provide more details about this situation; did you rent a vehicle from them before or not paid any charges made by a car rental company? Do you have more details about the information you were provided at the counter?

  We are committed to resolving this matter promptly and ensuring that you receive the appropriate assistance. Please respond at your earliest convenience so we can continue to look into this for you.

  Thank you.

  Customer response

  06/13/2024

   
  Complaint: 21838538
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The issue I have with thrifty has nothing to do with wise cars, as for thrifty on my credit card state shows I have been charged for those allegations in which I'm going to be confronting them with proof. But for wise cars rental you still don't have grounds to take my money when I wasn't provided a service that doesn't make sense and in you policy it doesn't say that. Your policy say if I'm late or don't show up it's a no show and I will be forfeit my money in results of me not showing up. There wasn't any statement saying if I'm band these are your results. So I want the money I spent with this company. 

  Business response

  06/14/2024

  Dear *****,

  Thank you for your response.

  A No-Show is the failure to pick up the rented vehicle without cancelling 48h prior. Our terms cover common and general situations, including instances where a customer is deemed ineligible to rent, which is your case. While I'm unsure if you were aware of any outstanding bills or bans from these companies, rental rejection due to such reasons falls under our policy, preventing a refund as per our 48-hour cancellation and No-Show policy.

  We enforce this policy to safeguard against absorbing costs associated with last-minute cancellations or rental rejections by the supplier due to reasons listed under No-Show conditions. These costs include marketing expenses, fees to the supplier for No-Shows, booking fees, and other operational expenses. It's crucial for us to maintain this policy because we cannot financially accommodate liability for customer errors or oversights. This ensures our ability to continue providing reliable and sustainable services to all our customers.

  Unfortunately, there is no refund due in this case. Should you require further assistance, please don't hesitate to contact us at **********************************.

  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩