Complaints

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a one week rental car reservation that we had to cancel due to canceled flight, and there goes our Christmas vacation. We notified them immediately through email, and we got confirmation from them. We then followed up with them regarding refund for the reservation, and the initial email response led us to believe that they are going to refund us. Man, were we naive. After the initial email response, we repeatedly send follow-up emails and calls with no answer for two weeks. And today, I was finally able to get a hold of Indre, who says she needs to ask her boss and gets back to me in 10 minutes. Guess what, she gets back to me in 3 hours, and with an answer of sorry, we are going to charge you the full amount of the reservation because we had washed the car! The cancelation policy is nowhere to be found on their website (you wonder why!). However, we specifically asked the cancelation policy before reservation, and we have it clearly in writing in our email exchange (attached), states that a $100 cancelation fee applies if canceled within 24 hours of the pickup date. I have an image to show that. We wouldve be OK if they are going to charge us $100 as the policy, and we wouldve grateful if they gave a full refund, and will of course rent with them the next vacation down south. But the way they treat their customers, and the way that they are going against their own policy, and refuse to do any refund is simply outrageous. Please, save yourself some trouble and do not rent from this company.

  Business response

  01/23/2023

  Thank you for your concern.
  Firstly, customers did not cancel 24 hours before trip starts as required.
  Holiday season is extremely busy in car rental business.
  Every cancelation, planned or not planned, is a loss to every company, especially to a family business.
  Secondly, we did not say 'because we washed the car'. That's so upsetting to hear it. We said 'because
  we reserved and prepared 2 cars for a week, including washing and sanitizing the cars, hiring the delivery team,
  organizing the personnel, preparing the paperwork, getting the baby seat, etc'.
  Finally, customers already got the full refund.

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