Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a vehicle from Next Car Rental AKA One Switch Rent a Car on 10/17/2023 I rented thru ********* of the amount of $117.92 . So when I got there the lot was crowded with angry people and after I got inside after 2 hours with only 10 people in front of me I finally got waited on. I showed them my proof of insurance card and a declaration of insurance in which I do not know why I had to show personal info with them (other people had the problem also) and they told me that my deductible on my policy was $1000 and I agreed so they said I would have to pay extra because they only allowed $500 , did not say the amount until I was ready to pay. The complete total was $284.08 which was $116.16 higher than my receipt I had from Priceline. So I want help to getting this back , because the reviews that was online completely are some of the same issues. This facility is a scam and are getting by with this theft. All I want is my difference back and I can move on.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We secured a rental car via ******* website from carrentals.com. in the amount of 460.50. When we landed in Tampa we had a hard time finding the place (there were no instructions except free shuttle service). Once we finally found the shuttles, I asked the shuttle drivers if they were our shuttle and each one told us no. So we proceeded to walk to One Switch Car Rental place which was over a mile from the airport. When we arrived there we were told that because we were late we forfeited our rental and would have to pay extra to rent. Plus they told us they did not have a car available in the size we needed. We asked for a refund and were told they couldn't refund us because we paid *******. When I contacted ******* I was told that was not the case, so I requested a refund directly from the liars that told me otherwise. I received an email stating that even though they admit their shuttle service is problematic, they will not refund me. This company is a complete scam. We had to go all the way back to the airport and spend $600 more dollars renting from **********.

  Business response

  08/07/2023

  Dear customer,

  I hope this letter finds you well. I want to extend my sincerest apologies for the unfortunate experience you encountere. Your feedback is greatly appreciated, as it allows us to identify areas for improvement and ensure a more seamless experience for our valued customers.

  I would like to address the concerns you raised in your correspondence and provide you with a comprehensive understanding of our policies and procedures. We understand the frustrations you faced when trying to locate our shuttle service upon your arrival at Tampa. Our shuttle service is indeed a complimentary amenity we offer to provide convenience to our customers. It is indicated on all booking platforms, including *******, that we offer free shuttle service from the airport to our facility. Our shuttles are easily recognizable by our logo and typically arrive within 10-15 minutes. We apologize if the information provided was not clear or if you had difficulty locating the shuttle.

  Regarding the issue of prepayment and refund, I'd like to clarify that when a reservation is pre-paid through a third-party booking website, the prepayment is retained by the booking platform until the rental car is actually taken. In this case, ******* is responsible for handling any reimbursement of prepayment. We regret any misunderstanding that may have arisen in this matter.

  Upon reviewing our records, I found that there was an email sent to you explaining that our shuttle service might experience delays due to factors beyond our control, such as traffic conditions. We take the feedback of our customers seriously and continuously strive to enhance our service. I will attach a copy of this email for your reference.

  Regarding your decision to walk to our office, which is located at a considerable distance from the airport, we would like to express our confusion as to why you undertook this arduous journey. We do offer a customer service helpline, and our representatives would have been more than willing to guide you regarding the shuttle route and any other assistance you might have needed.

  We do have detailed records that indicate our shuttle service was operational and functioning normally during the time of your arrival. We deeply regret any inconvenience you experienced and are truly sorry that circumstances led you to make the decision to walk to our office.

  Once again, we apologize for the inconveniences you encountered, and we understand your frustration. We value your feedback and are committed to addressing these issues to ensure a more positive experience for all our customers.

  Please feel free to contact our customer service team if you have any further questions or concerns. We genuinely appreciate your business and hope that you will consider giving us another opportunity to serve you in the future.

  Thank you for your understanding.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a car at *** Rent A Car, by One Switch Rent A Car, in Belle Isle, FL. I executed the rental via ******* and pre-paid $169.99; their agreement stipulated that "The total price includes all mandatory taxes and fees." When I arrived at the location to pick up the car, I was informed that I would be charged $84.98 because I declined to use their insurance and was relying on my own coverage (they wanted to charge approximately $45/day for their own insurance). Then, they only gave me credit for $134.91 from my prepayment, which was actually $169.99, short $35.08. I've tried unsuccessfully to resolve the issue with them.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They overcharge me and invent all sorts of charges without previous disclosure, in my case they asked me a very specific question about my insurance, which I have and provided, 99% of people I am sure they do not have the specific information they have requested, not satisfied they say that my deductible was not acceptable. I am a fully covered driver for me and any rental car I drive. I tried to explain but they charge me anyway a fee, fee come out of nowhere and for no reason. While I was in the rental car offices other people had major issues, this place operates very irregularly I am sure this is not the first complaint. They misinform clients and take advantage of the situation. The place should be closed or fined, they are not honest people. I provided all the information they have a selected list of insurance which they accept, these people are looking for any excuses to charge more there were other people with the same problems, this company should be investigated what they do is not correct.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  There were many issues with the company that I’m not filing the complaint about (such as the shuttle being so hard to find and figure out that multiple guests had to take Ubers from the airport, the location of the car company being extremely unsafe and hard to manuever, etc.). The company is very unethical- so much so that upon check in and check out there were Atleast 4 parties (both times) extremely upset about all of the unethical fees and misrepresentation of facts. The initial issue was that when I went to pick up the vehicle they advised that full coverage insurance was not with any of the ~5-8 companies they had listed on a sheet of paper at the desk so I had to pay for additional insurance (nearly $400 on top of what I already paid for the full rental price) or not get a vehicle. This was clearly a marketing scam as everyone when we checked in was getting all of these extra charges for insurance. I provided the declaration from my insurance provider but they said they didn’t accept it and I would either pay it or lose what I already paid and not get a car. I paid this additional amount and had the car making sure to take extra care of Everything to not get scammed with anything else. When we returned the rental they said I had a balance of over $140 I owed. I asked what for and they stated that I was late for my return. When I picked it up the attendant said we needed to return it by 2:00 pm and we had it there by 1:45. They advised that although that would be true if we rented it from noon to noon we checked the vehicle out at 10:00 am and that changed my rental policy. I advised that my contract is from noon to noon (and they have an allowance of two hours after return that the attendant told me and I never changed my contract- they simply said our car was ready earlier). I have proof of this with my contract. They stated if we didn’t pay the $140+ they would withhold my security deposit of $500

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I prepaid for a car rental through ******* and Routes/One Switch was the agency selected. I paid in full and have the receipt from *******. The ******* email says "all mandatory fees and taxes have been paid". Our card was accepted by ******* and charged. When we arrived at Routes 3/20/23 to pickup the rental the agent saw my card said "debit" and said there would be a fee of $19.99 per day because it is debit. This is the same card used to prepay the rental in full. I said we had paid in full and was only using the card for the deposit. He showed me a paragraph in the so called terms and conditions which does not match what is on their own website (********************************** that was about insurance but he insisted authorized him to charge $19.99 a day for debit card usage. ******* said that was not correct, but to pay it and they would figure it out. Routes declined *******'s attempts to mediate. Also we declined toll pass coverage because we knew we would pay cash for tolls. I have sense learned the toll device is active at all times and even if you go through the Full Service cash line it still records a toll. So now we have a charge for $19.84 ($3.25 toll, $14.99 fee and $1.60 tax) charged to our card. I expect a second toll to be charged to us any day. I am requesting a refund of the full "debit card usage fee" of $106.95 as it was not authorized by the terms and conditions and a refund of the toll of $19.84 as we declined the toll device and a hardware malfunction caused it to be charged while we were in the full service cash lane. Once the second toll is charged for $19.84 that will bring my total refund request to $146.63. The bottom line is this company cannot be trusted. They lie, cheat and steal to squeeze a few bucks out of customers. They cannot support their own claims because their own terms and conditions disprove their claims. They do not listen to reason or logic and will not escalate to a manager or higher authority.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I reserved a rental car, online, through Expedia. I was told the price would be $118.00 including all taxes and fees. I paid $63 56 to Expedia at initial reservation and was told I owed $55.43 for taxes and fees to be paid upon pick up of the car. (Please see attached receipt from Expedia) The reservation confirmation initially came from Next car but then a second email came from One Switch. (They must be related scheming companies.) When I got to the rental desk I was told I need to pay an addition $75.00 a day to use their insurance. I told them I had insurance and presented my complete Gieco policy as proof. I was then told there would be $50.00 a day “waiver” fee if I did not use their insurance. This was never mentioned in my initial quote. I disputed the waiver fee and Alejandro from Nextcar/One Switch cancelled my reservation. I requested a refund from Expedia as well as Nextcar and One Switch rental and all refused my refund and made no apologies for this unethical practice.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The merchant claims I purchased optional rental car insurance (Collision Damage Waiver (CDW) and Supplemental Liability Insurance (SLI)). I did not. I provided my own Massachusetts based insurance policy information to them upon check in. They charged me anyway even though I have a check-out rental receipt sent to me by them stating that I declined the optional CDW. I attempted to dispute this with my credit card company (Discover Card). They ruled in the merchant's favor. The merchant provided a conflicting document claiming I accepted optional insurance. No documentation states that I accepted or declined the SLI. Unless it is automatically linked o the CDW. Which I categorically deny accepting. In addition, the receipt itemizes this incorrect additional charges and then credits me what they claimed I prepaid. They claimed I pre-paid $186.43. I prepaid $234.90. I will attach the check-out receipt, my note to Discover as well as my pre-pay receipt via Expedia. I would like to extend this complaint to Discover Card. As they claim to protect you from fraudulent charges but I went though 6 months of them reviewing, ruling in the merchant favor, reviewing again, and again, and again, and still incredulously ruled in favor of the merchant. I was given a final verdict by Discover on 3 Feb. I canceled my Discover Card account at that time.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  10/7/22 Got a rental car from them When I went to desk I showed them proof of my own insurance and had my proof of insurance from **** certificate to show them.They said to me that i cannot rent there car without getting there insurance and if i declined it i will be subject to a fee and i cannot rent vehicle. I had my rental company on the phone to verify i had coverage and it was verified however one switch HENCE there name they BAIT and SWITCHED and told me verbally that they would not rent it to me without me signing there paperwork. At that time I called my insurance and verified and reached out and they refused to speak with my insurance company on the phone. I would like a refund of the additional insurance i purchased which was $250

• Initial Complaint

  10/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have the attached rental reservation for a midsize SUV and I was charged by *******. I showed up To pick up the car and they were talking on another 2500+ fees Which was not anywhere in the agreement so I declined the car because I don't have $2500 and they told me to contact ******* for my refund. ******* tell me that once which is refusing to refund me. There were several people there at one switch having the same exact problem this is a scam to get peoples money for cars they don't end up taking because of the tacked on thousands of dollars at the site

*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. ↩