Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I live in **, went on vacation rented a car on 8/30/2024 from the Miami Fl and intended to return on 9/03/2024. An incident occurred and my Husband drove the vehicle about 5 hours from the location. I told them I was boarding the plane and he would return I'm NC. They stated the car has to be left in **. They filed a FALSE REPORT stating the car was stolen by a unauthorized driver. WHICH HE WAS ADDED TO THE RENTAL AGREEMENT. Law enforcement had the car towed and the Manager at Usave was aware and wanted my Husband to pay to get the car out and drive it back. ****** towing said since Hwy Patrol towed the car the OWNER would have to retrieve, we were the renters and it would not be released to us. Usave was not the registered owners it was listed as ***** ******, it took them 2 months to sort their paperwork out and retrieve the vehicle and they charged me over $8,000..This was their error, and lack of urgency. They were able to retrieve the vehicle according the ****** towing the same week, however they delayed the pick up and charged me, which is unacceptable and has caused my account to be over drawn by thousands as well as miss payments for things scheduled to come out. I CAN NOT REACH THE OWNER, the manager refuses to reach out or the owner refuses to contact me to resolve this. There is no reason I should be responsible for the vehicle sitting in a tow yard for 2 months when Usave could have picked it up within the same week...This is a matter of their inability to pick up the car not mine.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My car was damaged while int he care of this company. When the car was returned to me there was damage to all sides of my car. I tried to make an incident report with the company but as soon as I started to complain all the employees left the building. I called the Miami *********** and Filed a report with them. Now my insurance company is trying to get the company to respond to their request for insurance information, U-Save has refused all attempts for this information.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rent a car at u save rental miami on 04/01/24 to 04/09/24 they ask me to pay $ ****** to hold the car when i retur the car back i will get my money Back . They never put my money back into my credit card. I spoke with them for over a week , they keep saying they will sent meva form for me to sign ***** never received. They do dirty bussines and lie to people. I just want my refund back $******

  Business response

  04/30/2024

  Dear Customer, 

  We apologize for the inconvenience caused to you. We have successfully released the security authorization for the amount of USD $250.00. Please see attached for your reference. It may take up to 3-5 business days to be reflected on the financial institution. 

  Thank you,

  U-Save Management

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car is this location March 5th 2024, they charge me $2000 of deposit and I have been trying to get my money back since then with no results. I have contacted then by phone, email and they hide from me. They sent me an email letting me know I were going to received the payment by check, when I get the check and deposit it, it was a NSF check, after that they apologise and send me and email asking for my zelle number to send me the money, I did and after that they don't respond to my emails. I went to ****** to check the reviews and there are plenty of people in the same situation. Also in the contract says that they will return the deposit in 10 business days and its been more than 1 month. I need help to resolve this issue. Thank you!

  Customer response

  04/25/2024

  I would like to let you know they already resolve this matter yesterday. We got our money, thank you!

  Customer response

  04/25/2024

  I would like to let you know they already resolve this matter yesterday. We got our money, thank you!

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After calling the number; while waiting at the airport, the associate advised rhe rate. He was informed that we were in-state renters and did not have insurance. He advised that it would be $20 more. When we arrived at the locations, we had to wait an hour for just a handful of other people to be attended - one actually left without renting a car. Finally, we got to the counter and were advised that we would only get 100 miles per day. The associate did not advise the cost per mile, but asked us how many miles we would be driving. We didnt know the amount and I presented 200. She did not ultimately advise the cost. When told about the insurance; she advised that this was not accurate and that we could use what was on our credit card and pay their rates on top of this. When asked the amount, she said that it would depend and she would have to see. When asked if we could speak to the associate who p voided us the information, she said we could call - she knew this isnt what we wanted. We wanted to speak to them in person. When asked if the associate was there, she said of course not: We left without renting.

  Business response

  02/12/2024

  Good afternoon, 

  Thank you for your communication. It has been well received. 

   

  Unfortunately, we tried to find the customer's name and has not been found through our system. Please kindly provide reservation confirmation number or contract number. 

   

  Many thanks in advance, 

  ***************************

  Customer response

  02/12/2024

  At the moment, I have not made a rewrvsiron, given the possibility ofnsrrivingntomfondnoutnthsf in would not be accepted as a renter. What I ask for is for the company to rise to the  occasion  and graciously answer my questions. Please note how long it has taken to receive a response. Thank you.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Apart from not having the vehicle we paid for and making us wait 1.5 hours to get a different vehicle, we were pulled over by the police twice during our vacation causing us to miss the boat for our excursion, due to the vehicle not having a legal up to date registration. We lost $1,900 due to this. We called several times and were told a manager would call us back and that we would receive an email with the registration information which we never received. So, the second time we were pulled over we still didnt have the registration. The call center cannot assist and when we returned the vehicle and made the complaint at the counter with the manager, **** we were told he didnt need to speak with us and would not attend the case. That the only option is to send an email. Upon arrival and exit the waiting area was full of unsatisfied clients. The left rear tire of the vehicle had a low tire and we had to stop and fill the tire several times a day. The only solution provided was to return the vehicle 3 hours away, zero client attention. Rude and not able to provide solutions. We request a full refund due to the fact that the excursion we missed due to this mistake was much more costly than the entire rental. Also for having us driving around illegally for the entire trip. Their product is a rental car, this requires a legal registration.

  Business response

  01/16/2024

  1/16/2024

  BBB Complaint ID: ********

  MIA-69903

  Dear Customer, 

  We have carefully reviewed your complaint and we truly apologize for the inconveniences caused. As a gesture of our concern for the inconveniences we caused, we have refunded a total amount paid for $790.01. Please allow 7 to 10 business days for this credit to reflect on your account. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  

   

   

  Customer response

  01/18/2024

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: August 12th, 2023 ************ is scamming customers. Look at their ****** reviews. I'm one of many.1. Discrepancy between what I booked on Expedia (which included all mandatory taxes and fees) and what I was charged when I picked up the car at U-Save. U-Save employee lied about an additional surcharge imposed by their rental agency and said it was mandatory if I wanted the car. I later learned the charge, listed as "RSA", actually is Roadside Assistance fee that we did not want, request and disputed. I was offered no choice to remove it.2. Car I was given was filthy and unsafe. There was no wiper fluid, the right turn blinker was wacky, there was burger king left in the car and it was evident that nothing had been cleaned on the inside. 3. Upon returning the vehicle, I was told by the employees that I was all set and no more charges, yet two days later I receive another charge on my credit card statement. Still don't know what the charge is from. Can't get a hold of anyone at U-Save to solve the problem.

  Business response

  08/24/2023

  Good afternoon, 

  we have received the complaint and attached is the Signed Rental Agreement by the customer. Also, attached please find the refund for the Road Side Assistance. We apologize for the inconvenience this may cause and will continue to enhance our customer service as we take pride to provide an excellent customer service for our renters. 

  Thank you and hopefully this resolve the renter's concern. 

  Angely Requena 

  Customer response

  08/24/2023

   
  Better Business Bureau:
  

  I did receive a credit for the roadside service charge, however I did not receive a refund for the addtional charge I was given at the end of my booking nor was I compensated for the quality of the car received (no wiper fluid, dirty, not cleaned). I don't want to spend more of my time on this issue though, so I will resolve.

  This business should be shut down for the scams they run against their customer (just look at a handful of their recent ****** reviews.

  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

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been overcharged for my car rental. I booked via Expedia and the total was to be $275.91 and I was charged over $500. I haven't received the credits the car rental company detailed in a text message on 12/31/2022 for *****. And the car I received, which I complained to them about multiple times, had a flat tire, seat that didn't work properly, etc. and they did nothing. I have attached the Expedia receipt and pictures of the tire issues shown in the car. I expect a refund totaling $301.41 which is the $275.91 I should have been charged minus the $***** credit Iw as to receive.

  Business response

  05/20/2023

  Good afternoon, this complaint has been received. We would like to request additional information for the tire issues as we do not have a record of a tire complaint received. After we are able to identify the tire complaint, we will issue a full refund for the inconvenience. Furthermore, attached is the rental agreement signed by the renter in full execution which confirms renter agreed to the terms at the pick- up of the rental vehicle. 

  Customer response

  05/28/2023

   
  Complaint: 20083338
  
  I am rejecting this response because:
    The business asked for more details on the tire issue so but I cannot add my pictures because there is a size limit on attachments. I can provide numerous pics via email if needed.  I filed the tire complaint of the tire, door and seat issues when I returned the car and the attendant and rep who took my car said nothing and asked zero questions. I was in a rush for my flight and couldnt take time to escalate the issue although I had already told two people - attendamt and rep - with no response. The pictures show the car messages about the tires and it was scary to drive until I could find a place to add air pressure and even after I did that I worried about other tire issues. Plus the door didnt work and the seat was uncomfortable which I said in my original complaint and none of that was even acknowledged when I returned the car. I want a full refund which the business said they will provide once I give more details about the tire issue. I am not surprised no one there noted the issue because they were totally unconcerned when I returned the car and told them of these issues.
  Sincerely,
  
  *******************************

  Business response

  06/12/2023

  Good afternoon, the complaint has been received. Please kindly email us the photos of proof of the inconvenience to our email ****************************************** After we review the photos, we will provide a full resolution in the customer's favor.

  Thank you very much.

  ***************************

  Customer response

  06/15/2023

   
  Better Business Bureau:
  
  I have emailed the pictures to the email address provided and, as long as they provide a full refund, I accept their response.  
  
  Sincerely,
  
  *******************************

  Customer response

  06/15/2023

   
  Complaint: 20083338
  
  Better Business Bureau:
  
  I have emailed the pictures to the email address provided and, as long as they provide a full refund, I accept their response.  
  
  Sincerely,
  
  *******************************
  
  

  Business response

  06/19/2023

  Good afternoon,

  please see attached a full-refund. We apologize for the inconvenienced caused.

  Thank you, 

  Angely

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company scams people who rent their vehicles. I waited in line for an hour because they only have 1 agent. During that time i witnessed several customers return with complaints. I'm a local renter. I have a Sunpass for the state. I was told I could not use my personal Sunpass because there was one in the vehicle. The agent told me if I refused the sunpass and go through a toll, it would cost $15 along with my own sunpass being charged. When I reached the vehicle there was no sunpass. I asked the agent about it and was told no worries, it's already activated. I paid $10 a day ($70) along with the other renters for a sunpass when I could've used my own as I would normally do. They are lying to customers in order for them to pay sunpass fees whether they are using it or not. I purchased insurance when I reserved the vehicle only to be told it wasn't enough and my personal insurance was not acceptable. I had to pay an additional $209 for insurance. My reservation was for unlimited miles. ******** I was told that because I was a local renter I was limited to 100 miles a day. The odometer reading was higher than the contract stated by 30 miles. This would have caused me to be over the allowed mileage and add extra charges. They charge a cleaning fee but the vehicle I had was not the cleanest. I paid $542 for a $236 rental due to all the extras they are charging. This place is money hungry and they lie to the customer in order to get more money. I will never rent with them and I won't recommend this place to anyone. I did submit a review also

  Business response

  01/18/2023

  Thank you for contacting us. As we are unable to substantiate a verbal conversation we rely on the signed rental agreement ********* to verify your acceptance and understanding of your charges. Per the signed rental agreement, you accepted and agreed to the additional charges. Our terms and conditions are exposed in our website at www.usavemiami.com and also on the third-party booking websites. The terms and conditions explains our requirements for insurance coverage and sunpass fees. Please know we strongly care about our customer's concerns and as a goodwill gesture we will provide a refund of $209.93. Please allow 3-5 business days to be posted on your bank account. 
  

  Customer response

  01/19/2023

   
  Complaint: 18679531
  
  I am rejecting this response because:As I previously said, this company is a scam. I could've used my own sun pass however I was lied to in order to get more money out of me. I paid $70 for that service and if I would've used my own as I usually do with rentals, I wouldn't have spent no where near that. Yes I signed the agreement due to my circumstances at the moment. If I would've had another choice I would have never rented with this company. I reserved through a third party and NONE of this was listed. Third party said UNLIMITED MILEAGE. After reading other reviews I know I'm not the only one who feels this company is no good. Thank you for my $209 but I will never do business with this company nor will I recommend this place to anyone

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

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 5, 2022 I reserved a rental car on Orbitz for the total amount of $176.82. including the tax and fees. It included unlimited mileage.November 9, 2022 I picked up the car at up the car at U-save car and truck rental at ***************************., Miami, **.I was told at the time that it was not unlimited mileage that it was 100 miles a day and with a total of **** for the week they put a 500 mileage charge on there for $110.00. They asked about insurance I said I was going to use my **************************** and they ask to see my insurance card. They said I needed $500,000 liability insurance. They charged $209.93 for the $500,000 liability insurance.I talked to customer service they said they would write a ticket, but they could not give me a refund for the insurance ($209.93) or the 500 mileage ($110.00).

*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. ↩