Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rented a vehicle from this company, I did everything that they asked me to do in terms of getting a refund for my deposit. I waited for the time period that they said they would give me the deposit back. When I asked about it they made up a story about me having an unauthorized driver and smoking in the car both things are not true and can be verified and proven through surveillance footage.

  Business response

  01/16/2024

  There is no refund owed. Customer signed contract where it states no smoking in the vehicle and there are no additional drivers. Customer broke both of the rules. Signs are posted. 

  Customer response

  01/17/2024

   
  Complaint: 21041793
  
  I am rejecting this response because:
  The claims that the business is making that I smoke in the car are false as well as the fact that I was the only person driving the vehicle. There are several resources to prove both. I will not allow this company to steal my money like they have done to so many other people. I did not smoke in the vehicle at all. I was the only person driving the vehicle. They owe me my deposit back and are refusing to pay it. I am not the only person that has been scammed and defrauded by this company but I may have been the first to report it. I have no problem trying to get footage from the city or surrounding neighborhoods and business that I went to prove that I in fact have been the only person to drive the vehicle as well as no smoking. This is basically their word against mine and they are sticking to their false story. I only hope that whomever is in charge of investigating this complaint they will see the various other people who were victimized in the comments and etc.They claim that all of those people are lying too. Whether this leads to me getting the justice I know I truly deserve I at the very least hope you do your part to look into the poor business dealings of this company so that they cant do this to anyone else.  
  Sincerely,
  
  ************************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 2-2023 to march 3. 2023 Price was suppose to be ***** and 200 deposit if you are local ****** deposit if were out of town.I am local and I got a car that was not right I was the total was 500 I paid 405

  Business response

  03/07/2023

  To Whom It May ****************************** to the complaint from ***********************************. ******************* car was due to return at 5:52pm on March 3,2023.  She was charged a late fee, charged for smoking in the vehicle, and no return of the key. ****************** was explained to at the time of the rental and she also signed a contract stating all the rules and regulations. She owes us a late fee, another days charge, detailing fee for smoking in the vehicle and a fee for not returning the key. We have reached out to the customer to try to get our key back  and she has yet to respond. We do have pictures of how she left the car, including ashes and trash. If you need pictures we will be happy to send them to you. Per our contract when customers violate the rules there are no refunds. The policy is on the wall. It was also told to her verbally and she also signed a written form. 

   

  Thanks,

  *******

  Manager

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was on vacation in ********* but because I missed my flight and had to fly in on a later flight into *****, i missed my reservation for my car rental so unfortunately due to that I ended up finding aaa cash car rental company and went to rent a car..I paid the deposit which was $400 and $300 for the days..later that evening I reached out to the rental company so i could pay another deposit to take the car out of the state of the state of *********..the lady texted me the amount to send via cash app for the second deposit and I sent it..i extending the rental a few more extra days and sent the extension payments via cash app every time so i have the proof of all of these transactions that were made.. i returned the vehicle the day before i was flying back home..i get to the company and inquire about the deposit and they said it would be sent to my cash app in a few days..i flew home and called to inquire again about *********** and the rude, disrespectful woman that answered the phone told me that we lost our deposits because we took the car out of state..now how is that possible if i have text messages between me and that same lady about the deposit to take the car out of state and it being sent to her through cash app which i have all the proof..text messages, ALL of the cash app receipts, and tons of other proof..this lady told me to get the f**k off of her phone, hung up in my face and blocked my number and every other number i tried to contact this company from..after I realized that this lady stole my money i was back in ********..i read the reviews about this company after not being able to reach these people about my money and literally every other review is the exact same story..keeping peoples deposits and making up anything they can as a reason..thats the whole scam and its tons of other victims that are going through the same thing with them..i have every piece of proof..I kept everything..this lady literally lied and stole my money

  Business response

  11/14/2022

  *********************** had rented a Chevrolet Malibu at our location on 10/1/2022.  He was in a bind because the only form of payment he had was cash and a prepaid debit card, forms of payment that are not usually accepted by rental car companies.  The Rental agent explained to him that if he decides to leave the state, additional deposit will be required.  ************ did pay additional deposit to take the car to **********.  Under NO circumstances, we allow our rental vehicles to go to ******.  Unfortunately, ************ had taken the vehicle to ******.  It is apparent from our records and confirmed by the border patrol cameras that ************ had crossed into ********, ****** (Exact address of where the car was stored was Avenida *************************, ********, BCN)  At the time of the rental, the customer acknowledged that the car will stay in the ******************* only, and therefore his deposit is void.  Furthermore, he was advised that he will not be getting his deposit back at the time of the return.  The older woman (his mother, perhaps) that accompanied him became combative and continued to call, threaten and harass the employees of AAA Car Rental for days after the return of the vehicle.  If the renter himself wants to reach out to us, we will gladly rectify the situation in an amicable and friendly manner.  Please see the tracker information attached to prove the customer crossed into ******. 

  Customer response

  11/14/2022

   
  Complaint: 18382975
  
  I am rejecting this response because: this lady clearly is a scam artist..on one response for a complaint that I filed they said we didnt have permission to leave ********* and that we were supposed to stay local. Now they sent these falsified gps locations that also werent from memy ****** maps literally has every location from when I rented this car..she went even a step further to show that i was driving in the middle of the night which is another absolute lie that i can prove..Legally because of an eye condition I suffered from a car accident..i have documenteds stating that and my ****** maps thats shows the truth..these people are lying Thieves and will say anything they can to keep peoples money..
  
  Sincerely,
  
  ***********************

  Business response

  11/18/2022

  It has been proved beyond reasonable doubt that this vehicle was not allowed to ****** and the renter took it across the border (please review the tracker information to confirm the vehicle was in ********, BCN).  With that said, the customer is not eligible for a refund.  I have pulled the recording from the day of the return where ************ is clearly communicated that he will not get his deposit back due to the vehicle going to ******.  The older woman  that was with him continues to call, send obscene text messages, threatening my employees, and submitting complaints on his behalf.  A harassment / disturbance report was filed with ************ Department  LLV221117036895 for ************************* of **************************************************************************, DOB 4/XX/1984 and 377-94-XXXX.  ********** is now looking into the reasons why customer when to ****** since there is a history of fraud offenses and drug offenses in ********.  All the paperwork has been forwarded to the ************ Dpt. 

  Offenses:
                       Group: FRAUD_OFFENSES
                       Categories: FRAUD
                       Offense #1
                       Offense Date: 02/27/2018
                       Court Description: CIRCUIT
                       Court Case Number: ***********-FH
                       Court Offense: RETAIL FRAUD-1ST
                       Court Statute: 750.356C
                       Court Disposition: DISPOSITION NOT PROVIDED BY SOURCE
                       Court Disposition Date: 04/10/2018
                       Court Costs: $500.00
                       Court Level/Degree: FELONY 

    Case Number: 163977-FH       Offense Date: 08/17/2016      
                       Offense: ORGANIZED RETAIL CRIME ACT VIOLATION      
                       Case Number: 163977-FH       Offense Date: 08/17/2016      
                       Offense: ORGANIZED RETAIL CRIME ACT VIOLATION      
                       Case Number: 170596-FH       Offense Date: 06/19/2016      
                       Offense: ORGANIZED RETAIL CRIME ACT VIOLATION      
                       Case Number: 18001388-FH       Offense Date: 08/02/2017      
                       Offense: CONTROLLED SUBSTANCE-POSSESS NARCOTIC/COCAINE < 25 GRAMS      
                       Case Number: 18001388-FH       Offense Date: 08/02/2017      
                       Offense: RETAIL FRAUD - 1ST DEGREE      
                       Case Number: 18266461-FH       Offense Date: 02/27/2018      
                       Offense: RETAIL FRAUD - 1ST DEGREE 

      The customer used a pre-paid card that is really high risk with a  low credit score and background liability check.

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wish I could give ZERO stars. I rented a vehicle from this place on June 25th. They rented me a 2017 ******* ******. I would not have rented here but my vehicle broke down on the way to drop my husband off at the airport and this was the closest place to where my SUV broke down at. They only had 2 cars available for me to rent so I chose that car. It had EXTREMELY soiled seats, they had about 4 of the little tree air fresheners throughout the car trying to cover up the odor. There were several places on the outside of the car that was damaged. This company is stating that I damaged the driver side door to where it does not completely close at the top. I took several photos of the damage on the outside of the vehicle before we left however when their representative (the manager) pulled the vehicle to the front for me to inspect for any damages the driver side door was left open when she got out of the car. Myself, my daughter, and the manager inspected the vehicle, there is no way that anyone of us could have seen the damage to the driver side door unless it was closed. Their manager did not mark it as damage on the sheet nor did I get photos of it. AGAIN you would only see this if the driver side door was closed. I did notice that the driver door did not close completely when I got home and exited the vehicle. They are stating that they are going to keep my deposit because of some new damage to this already damaged vehicle. So all together I paid $571 for a 3 day rental. That is $371 + $200(deposit they are keeping). By the way the paperwork I received, the math does not add up lol. I am sure they will say "oh we rent to people who normally cannot rent elsewhere" - I am not one of those people, I did not pay my deposit with cash or debit, I paid it with a credit card. I did pay the rental fees with ********. I WILL BE FILING SUIT TO RECEIVE MY DEPOSIT PLUS ANY OTHER DAMAGES THAT MY ATTORNEY FIGURES IN. They were very accommodating when I extended

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/07/11) */ Ms. ****** - During the check out process we have marked all the damage to the vehicle. You and your mother took extensive videos and photos of every single ding and dent on the vehicle as well as pointed out to me. Because we accept cash, ********************* and other forms of alternative payments, our cars undergo more wear and tear than usual. With that said, please provide proof that the damage you are being charged for was not there and we will gladly refund your deposit (per management). When renting the car to you, I encouraged you to text me any pictures of damage/issues that your observed that were not apparent during the rental process. You or your mother didn't advise of any issues, stains, airfreshners or otherwise unsatisfactory concerns with the vehicle during the duration of your rental until it was returned and the new damage was pointed out to you. Thank you. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no way that I could have seen damage to the door that was opened when the car was brought to us for inspection, just as you could have not seen this damage because the door was open. I did not see this damage until I got home and exited the vehicle. I also asked you all for documentation from 2 weeks prior to my rental that the door was not damaged prior to me renting it. You statement is very contradicting to the email that I received from Lena stating and I quote "Unfortunately, if it is not marked on the check out paperwork, we will have to treat it as new damage and keep the deposit." I have contacted my attorney because the paperwork that you gave me is not correct and your company chose to keep my deposit for damage that was already present on the vehicle. My attorney will be contacting your company. Unfortunately this legal battle will cost you all more than the $200 that you are deciding to keep. Business Response /* (4000, 9, 2022/07/14) */ Ms. ******- Please provide any proof that the door damage was there at the time of check out of the vehicle. This damage was not mentioned to the rental agent during check out process or when you allegedly observed it later on during your rental. If no proof provided that the damage previously existed, we can not be sure that you didn't cause the damage to the vehicle therefore, your deposit would be used to cover it. Thank you.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a car for 7 days starting on 6/14/2022 to 6/21/2022. I paid $400 cash and sent $350 through *****. Well after 4 days they came to pick up car saying they didn't receive the $350. I showed them the confirmation on my ***** account sent to AAA car rental with the phone number she gave me. She apparently gave me the wrong number as she didn't receive it but I had proof I sent it. So she told me to cancel it and resend it. She took my phone from me and sent her $200 said I could keep balance since she was taking it early. I had to unload the car in the heat , I'm 63 years old and disabled. She said I let someone else drive it because she saw someone start it to get ac on. So she owes me for the 3 days and my $200 deposit that she refused to give back and hung the phone up. She is very rude and had no right to take it when I did everything she said and had proof. I want my deposit back

  Business response

  08/27/2022

  Business Response /* (1000, 8, 2022/07/14) */ Ms. ***** - please provide the proof of sending the ***** Payment for the vehicle to Our business number at ************. At the time of the Repossession, we didn't receive any payments and you couldn't furnish a receipt showing a successful payment made to the business for your extension. Moreso, at the time of repossession we observed another elderly gentlemen driving the vehicle as an unauthorized driver, which by default voids your deposit. Please be advised that you signed a contract acknowledging that you are THE ONLY driver. You had a $325 past due balance outstanding that was never paid for, so please provide proof that the payment was made. Since we have no record of your payment (no money was received), we have to repossess the vehicle as you can not drive the rental car for free. Please reach out to us with the copy of $325 payment receipt that was allegedly sent. Ask for Lina and I will work with you to resolve this matter.

*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. ↩