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Complaint Details
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Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I rented a car from your company (*******) on June 30, 2024, and returned it on July 5, 2024. From the moment I arrived at ***************** in ***********, the experience was extremely frustrating.Firstly, we waited 45 minutes for the shuttle to your location, which never arrived. Since I had already paid for the car, we had to walk 20 minutes to your location as we couldnt get a taxi or Uber.Upon arrival, we were charged an additional $125 for insurance, which was later refunded, but it was an unexpected expense. The car we received, a red Corolla, was not properly cleaned.When we returned the car, the contract was not closed. On July 17, 2024, I discovered charges of $187.00 and $80.00 from NextCar. I called the same day and was informed that the contract was never closed. I was asked to provide proof of the car return and my return flight ticket.After submitting the required documents, I received no communication until August 27, 2024, when I was informed via email that I would be refunded $271.60 within 5 to 10 business days. After the 10 days passed, I followed up and received a vague excuse that the *** system was broken and there was no timeframe for the refund. This was after numerous unanswered calls and ignored emails.This has been the worst experience Ive ever had with a car rental company.
Business response
10/07/2024
Hi BBB Team,
We have a problem with our P.O.S system, and due to this issue, our accounting department have many transactions pending, they are working diligently with all the cases, but the volume is too high.
I sent an email to upper management to resolve this case urgently!
My apologies again!
Sincerely,
***** *****
Manager
If plan A does not work, Keep Going, the alphabet has 25 other letters!Customer response
10/12/2024
Complaint: 22315130
I am rejecting this response because: this has taken MONTHS to process. At this point I filed a claim with my bank to get some of my money back. They pay ****** dollars, this is disgusting and disrespectful on the company's part.
Sincerely,
**** ******* *******Business response
11/05/2024
Good morning BBB ************************************** processed the refund for $271.60 for the contract ******. Please allow up to 14 business days for the refund to be released.
Our apologies for the inconvenience!
Kind regards,***** *****
Customer response
11/06/2024
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.AT this point I already had my money back because I ended up calling my bank and putting a stop payment on this.
I am glad they finally tried to make it better but after 4 months is not enough. Plus now I have to figure out how to give them the money back when it shows up in my account.
Sincerely,
**** ******* *******Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked a rental car with Routes car rental in ************************ through the third party app ******. Once I got to Toutes car rental in *********** they told me I would have to pay a $1000 charge because I am under the age of 25. But no refund has been given for the booking fee as of yet. ****** has told me multiple times that no one has responded from Routes.Business response
09/20/2024
Hi BBB Team,
Our underage policy establishes that the minimum daily rate for and underage customer is $49.95 per day for an economic car.
Also, underage customers must cover their underage fee $24.95 per day as part of a requirement for the rent.Sincerely,
***** *****
Customer response
09/20/2024
Complaint: 22307602
I am rejecting this response because:
If the rate for underage drivers is an additional fee of ***** per day for an economics car. I should have been charged additionally $******. I rented the car for September 12th -16th. That is a four day rental. Four times ***** is ******. I was told you I would be charged an additional $1000 for the rental. If you add ***** per day for underage drivers for an economic car plus the underage fee of ***** for four days that added is ******. I was told I would be charged $1000. When booking the rental through ****** under terms and conditions, it says the underage driving fees for ***** year olds is ***** per day.
Sincerely,
****** *****Business response
09/23/2024
Hi BBB Team,
Below is the policy for underage renters:
Our underage policy establishes that the minimum daily rate for and underage customer is $49.95 per day for an economic car.
Also, underage customers must cover their underage fee $24.95 per day as part of a requirement for the rent.Without this fee we cannot rent to underage customers, and we must follow our policy!
Sincerely,
***** *****
ManagerCustomer response
09/23/2024
Complaint: 22307602
I am rejecting this response Because: I was told at the shop that I would be subject to pay $1000. Terms and conditions were not provided at shop but only through ****** and I have provided the terms and conditions on behalf of your rental services through ******. I did not receive a rental neither did I sign any documentation once arriving. I am owed the money I payed for the rental that I did not receive due to false advertisement. Is your business not thriving enough to pay back a right owed $117?
Sincerely,
****** *****Business response
09/30/2024
Good morning BBB Team,
Our underage policy establishes that the minimum daily rate for and underage customer is $49.95 per day for an economic car. Also, underage customers must cover their underage fee $24.95 per day as part of a requirement for the rent.
Due to the high risk that these customers represent we do rent to them but only with these conditions.
Sincerely,
***** *****
Manager
Customer response
09/30/2024
Complaint: 22307602
I am rejecting this response because: I was told I would have to pay $1000 extra because I'm under the age of 25. It sounds like you all were gonna try to overcharge me.
Sincerely,
****** *****Initial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had an incredibly dangerous and frustrating experience with Allied Car Rental at their ************ location, and I feel compelled to warn others about this companys negligence and unethical practices.I rented a vehicle through a third party for pickup on September 13, 2024. The vehicle I was provideda 2023 Nissanhad a major mechanical failure while I was driving. The front left tire detached, leaving me stranded and in a potentially life-threatening situation. Despite contacting roadside assistance, I was offered no reasonable solution other than returning two hours back to the airport with a tow truck to get a replacement vehicle. When I asked for alternative options due to the severity of the situation, I was told no supervisors were available to assist me.The situation has only gotten worse since then. Not only did Allied charge me a higher amount than was specified in my rental contract, but they have now charged my card over $2,600 without any explanation. I have tried repeatedly to speak to a supervisor or manager, leaving messages and emails for a response, but I have not received any acknowledgment. I also submitted a refund request through Priceline, but Allied responded by falsely claiming I refused to go to their facilities and offered only a 20% discount for a future rentala completely unacceptable response given the circumstances.This company not only put my life at risk by renting me a faulty vehicle, but they are now effectively stealing my money. I do not recommend Allied Car Rental to anyone. Their negligence and lack of accountability are dangerous, and their business practices are unethical.Stay away from this company!Business response
09/20/2024
Hi BBB Team,
After reviewing this case with our claims department, we can confirm that the unit was damage and for this reason the extra charges.
I have attached the estimate and pictures to support the claim.
I hope this information clarifies any misunderstanding!
Sincerely,
***** *****
Manager
Customer response
09/20/2024
Good morning,
I am writing to formally reject the response provided regarding my complaint #********.
The vehicle I was provided had a critical failure that was not caused by my actions but by the companys negligence. The wheel nut bolts were not properly tightened, and the rim coverings prevented me from identifying this during my inspection. As a result, a tire detached while I was driving, which is a clear safety hazard.
I do not understand why I am being held responsible for this incident or why I am expected to cover the associated costs. I should not be liable for a situation that endangered my life and others on the road due to the companys failure to provide a safe vehicle.
I am requesting a full refund and a thorough investigation into this matter to ensure accountability and prevent future incidents of this nature. I trust you will address this promptly and resolve the issue to my satisfaction.
Sincerely,
*********** ******Business response
09/25/2024
Good morning BBB Team,
After reviewing this case, our ********************* processed a refund for $2,962.81 to Mr. ******* card ending in 2007. Please notify the customer so that he does not process the charge back because this would interfere with the processed refund transaction.
The refund was processed 09.24.2025, please allow 3 to 5 business days to be reflected on the customer account.
Transaction detail:
Card Refund 09/24/2024 - $2,962.81 ****** / AX XXXXXXXX2007 SJU-1489.
We also would like to offer a 20% discount voucher for a future rental and offer our sincere apologies again to Mr. ************* We have addressed the issue with our Management Team and human Resources to make all the necessary improvements to prevent such an event from happening again.
Please inform Mr. ****** to use this email as a 20% discount voucher # (3072)towards any future rental for time and mileage in any vehicle class at any of our corporate locations.
Our apologies again,
***** *****
ManagerCustomer response
09/25/2024
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
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
insurance overcharge (contract number ******, ****************************, DOB: 05/03/1950, ****** To whom may concern, My father **************************** and my self *********************** been calling trying to solve a problem with this contract. We have called Aguadilla *********** ************** spoke to ****** regarding the insurance that my father declined in this contract and they still charged him $259.29 dollars. The Gentlemen told me that there are no supervisor/manager at that office. he provided us with the phone number from ************************ phone number **************. I called this number witch they kept me in hold 15 min. A lady by the name of ******** answered the phone asked me why i wanted to speak to a supervisor/manager so i explained to her the reason regarding the overcharge on the insurance that my father declined. She returned to place me on hold, pick up 5 min later to tell me that there was no manager/supervisor that could help me. I asked to speak to someone that could help me or to give me the corporate number, ******** provided me with this email. All I been getting is the run around. attach is the contract that was given to my father. I will appreciate your help my fathers phone number is ************** my number is ************** or we can be in contact via email. thank you and we will be waiting for a responseBusiness response
09/12/2024
Good Morning BBB Team,
Our records shows that **************** signed the rental agreement accepting the **** collision damage waiver.
Below is the information of his rental:
AGUADILLA Rental Agreement
R/A No. 413785 Booked Date 08/17/2024
This Rental Agreement is valid until 08/31/2024 .
LESSOR RENTER Company
AGUADILLA
*******************************************************, ***** BASE
AGUADILLA, PR 00604
**************(W) **************************
9872 VIOLET DR
*******, **
********;32824
**********(H)
**********************
RENTAL VEHICLE
Pick-up (date & time): 08/17/2024 07:57 PM
Drop off (date & time): 08/31/2024 03:23 PM
Total Days: 14
Total Deposits: ****** Unit Class: ECAR ECONOMY CAR
Total Miles: 266
Unit No.: 9266
Unit VIN: *****************
Description Amount
RATE CHARGE ***** Close) 307.58
CDW $500.00 ECON/MID (Close) 209.30
ROAD ASSISTANCE (Close) 12.95
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 1.68
CUSTOMER FACILITYFEE ***** Close) *****
STATE TAX (Close) 23.20
STATE TAX ***** Close) 41.19
MUNICIPAL TAX (Close) 2.21
MUNICIPAL TAX ***** Close) 3.92
VEHICLE LICENSE FEE ***** Close) 35.00
ENERGY RECOVERY FEE ***** Close) 41.30
Renter - ************************* 259.29
Company - ROUTES WEBSITE 478.70
Total Charges ******
Sincerely,*********************
Manager
Customer response
09/12/2024
Complaint: 22272283
I am rejecting this response because: I told the employee that i didnt want the coverage because i have full coverage and i was going to use my. and my credit card also covers. if he decided to add the coverage from Allied insurance it was because he wanted. I didnt have my glasess with me and the employee told me to sign and where to to sigh the my name in the papers. There cameras in the office should off have everything recorded. if he is getting any commssion for doing this type of behavior that is fraud.
Sincerely,
*************************Business response
09/16/2024
Good afternoon BBB Team,
Our records shows that **************** signed the rental agreement accepting the **** collision damage waiver.
Below is the information of his rental:
AGUADILLA Rental Agreement
R/A No. ****** Booked Date 08/17/2024
This Rental Agreement is valid until 08/31/2024 .
LESSOR RENTER Company
AGUADILLA
*******************************************************, ***************
AGUADILLA, PR 00604
**************(W) **************************
*****************>*******, **
*** 32824
**********(H)
**********************
RENTAL VEHICLE
Pick-up (date & time): 08/17/2024 07:57 PM
Drop off (date & time): 08/31/2024 03:23 PM
Total Days: 14
Total Deposits: ****** Unit Class: ECAR ECONOMY CAR
Total Miles: 266
Unit No.: 9266
Unit VIN: *****************
Description Amount
RATE CHARGE ***** Close) 307.58
CDW $500.00 ECON/MID (Close) 209.30
ROAD ASSISTANCE (Close) 12.95
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 1.68
CUSTOMER FACILITYFEE ***** Close) *****
STATE TAX (Close) 23.20
STATE TAX ***** Close) 41.19
MUNICIPAL TAX (Close) 2.21
MUNICIPAL TAX ***** Close) 3.92
VEHICLE LICENSE FEE ***** Close) 35.00
ENERGY RECOVERY FEE ***** Close) 41.30
Renter - ************************* 259.29
Company - ROUTES WEBSITE 478.70
Total Charges ******
Sincerely,
*********************
ManagerCustomer response
09/16/2024
I am rejecting this response because: I told the employee that i didnt want the coverage because i have full coverage and i was going to use my. and my credit card also covers. if he decided to add the coverage from Allied insurance it was because he wanted. I didnt have my glasess with me and the employee told me to sign and where to to sigh the my name in the papers. There cameras in the office should off have everything recorded. he introduces that contractor without me realizing it and that behavior is fraudulentInitial Complaint
09/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am currently in a dispute with the rental car company Allied, located in ***********. Firstly, when we showed up to pick up our car, the business admitted to us that it was infested with cockroaches, so they put us in a different vehicle. This was fine with us until return. We came back to return the car around 4 AM EST on September 1st and followed the proper return protocols, not knowing there was any damage to the car. If we had known, we would have utilized the insurance we paid for SPECIFICALLY for this purpose. Over 24 hours later, we received notification that there was damage and were informed that we are not able to use the insurance we paid for because we did not file a police report or call insurance to file a claim when it happened. We would have done so if we knew there was damage, but we were very much so NOT aware. We asked for contact information to speak with the insurance company through calling their general number. Every time someone transferred us the correct department, the phone hung up, and we were unable to speak to anyone. In emailing with ******, he took long amounts of time to respond back to our requests. Upon sending us the contract, the wrong vehicle was listed. We drove a 2025 Kia ******** and the vehicle listed was a 2022 White ****. ****** is refusing to give us contacts to the insurnace providers so we can speak with them and ask questions. We have contacted the ** police department and are trying to stay within protocol, but it is unacceptable that we pay for damages that we did not create. This business is suspicious and seems like they try to get tourists for all they have. A hold has been placed on the credit card as they tried to charge a bunch of random amounts to the card without explanation. The amounts were not directly reflective of the price breakdown. We are not arguing that they created the damages, we are arguing that we are not being permitted to use the insurance to cover the damage that was unknown to us.Business response
09/09/2024
Hi BBB Team,
I sent an email to my claims department to review all the documents for this claim.
Very soon I will send the resolution.
Sincerely,
***** *****
Manager
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company charged me $859. Thats including the deposit. I returned the car with no damages and picture proof that there were no damages done to the car. We return the car as we got it in the same condition with a full tank of gas August 27. Ive been charged $529. $859 occurred on August 16th 2024 I would like a refund and an apology. This was very stressful and Im college student. I cannot afford this Kind of mistake. Im college student athlete. I work hard and you guys cant just take money from people thinking theyre not gonna come after you I would like a refund issued. I was charged $529 and Ive never got my deposit of 500 backBusiness response
08/28/2024
Hi BBB Team,
Please provide the rental agreement number for further assistance.
Thanks in advance!
*********************
Manager
Customer response
09/30/2024
The company charged me $859. Thats including the deposit. I returned the car with no damages and picture proof that there were no damages done to the car. We return the car as we got it in the same condition with a full tank of gas August 27. Ive been charged $529. $859 occurred on August 16th 2024 I would like a refund and an apology. This was very stressful and Im college student. I cannot afford this Kind of mistake. Im college student athlete. I work hard and you guys cant just take money from people thinking theyre not gonna come after you I would like a refund issued. I was charged $529 and Ive never got my deposit of 500 back. His name is **** and he flirted with us too we have messages he was unprofessional and he also used my debit card.Business response
10/02/2024
Good morning BBB,
After reviewing your case, we confirmed that Mrs. ***** is underage that there is a fee for that without paying this fee she was not able to rent.
Below is our policy:
Our underage policy establishes that the minimum daily rate for and underage customer is $49.95 per day for an economic car.
Also, underage customers must cover their underage fee $24.95 per day as part of a requirement for the rent.Regarding the deposit pending this is a hold confusion, because we only placed for $859.42 and from that hold, we charge the balance due of the rental, which was $******, and the rest was released. Please note that the customer will not see this transaction as a refund because it was only held for security reasons.
See below illustration for more clarification:
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No. 413544 Booked Date 08/16/2024
This Rental Agreement is valid until 08/21/2024.
LESSOR RENTER Company
SJU
*************************, ********************
********, PR 00979
**************(W) *****, ****
*****************************************************
********;92078
************(H)
******************************
RENTAL VEHICLE
Pick-up (date & time): 08/16/2024 08:05 AM
Drop off (date & time): 08/21/2024 12:00 PM
Total Days: 6
Total Deposits: ****** Unit Class: ECAR ECONOMY CAR
Total Miles: 800
Unit No.: 8794
Unit VIN: *****************
Description Amount
RATE CHARGE (Close) 120.00
AUTOEXPRESSO (Close) 10.00
PREPARATION FEE (Close) 9.95
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 59.70
UNDER AGE FEE (*****) PER DAY (Close) 149.70
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 31.77
STATE TAX (Close) 36.37
MUNICIPAL TAX (Close) 3.46
AIRPORT CONC REC FEE (Close) 50.24VEHICLE LICENSE FEE (Close) 15.00ENERGY RECOVERY FEE (Close) 17.70
Total Charges ******Sincerely,
***** *****
Manager
Customer response
10/15/2024
Complaint: 22202849
I am rejecting this response because:
The funds that you are saying that was released was never released into my account. I never got my money and the fees that you guys are breaking down for me was never broken down by the person at the car company. I was scammed and I was never on the paper that I read. This is the companys fault and employees fault and I would like a refund were gonna have to take this to further actions.
because I have that employee number and he was flirting with me and my friend hitting on us and I have text messages Instagram, DMs because he was harassing us. We never got the money that you were saying that was on hold for security reasons and never got released. I would like a refund you guys are just trying to get away with this.Sincerely,
Asal VafaeeBusiness response
10/17/2024
Hi BBB Team,
We have to follow our company policy and as we said before the charges were verified with our accounting department and they are correct.
We are just following the company underage policy.
Sincerely,
***** *****
Customer response
10/22/2024
Complaint: 22202849
I am rejecting this response and would like some other contact that can help reach the solution I need because I was scammed
Sincerely,
Asal VafaeeInitial Complaint
07/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We experienced a horrific experience with Allied Car Rental at *********, ********** on 7/8/24 at approx. 8:45pm. Additionally due to false advertisement, the company failed to uphold our original contract & honor a paid in full reservation. Due to time constraints prior to ******************* time to the airport, we asked staff for a professional courtesy in the attempts to promptly return the car rental. Met with opposition, a female employee stated she will not be ending our contract & refused to provide us with a copy of the contract despite our request for the contract. The company refused to provide us with shuttle service to the airport. The same employee became aggressive, boisterous, violent, agitated, began to use profanity, kicked our luggage, and verbally threatened my mother. It is unacceptable & appalling that someone in customer service would verbally threaten, and intimidate someone, let alone a senior citizen. An employee from a neighboring car rental company witnessed the verbal altercation confrontation, yelling, usage of profanity and kicking of the luggage by the female employee. This car rental company also has different names: Allied (in person), and Routes (on our online reservation). This is further supported by several negative reviews on ****** that make mention of unprofessionalism, rudeness, dishonest charges, among many others. I requested an investigation be made into this matter by the company due to employee's unprofessionalism, misconduct, making a verbal threat to a customer, and engaging to destroy personal property, the luggage.This reservation (trip number: 567-087-805-18) was paid in full prior to arrival. We were charged $451.32 on 6/9/2024. These total included taxes: municipal tax, state tax among others. We then incurred another charge of $579.51 on 6/27/2024, including repeated taxes. I contacted the company requesting a response, an acknowledgement of the pressing matter and compensation of secondary charge.Business response
07/16/2024
Hi BBB Team,
We need the rental agreement number to assist you further.
Thanks in advance!
*********************'
Manager
Customer response
07/28/2024
Please see the attached PDF which contains supporting documents as it pertains to charges of the company. Please note the original reservation via online was through New Routes but the rental company in person went by Allied Car Rental with several additional names posted inside the business. The online reservation made online was paid in full for a total of $451.32, including the taxes and was then charged an additional $579.51 (taxed charges a second time). The only additional items at the time of pick-up included an additional driver and usage of tolls. The Routes confirmation reservation number is: NRLPD425816. The trip number on airportrentalcars.com is: 567-087-805-18.Customer response
07/29/2024
Complaint: 21994810
Please see the attached PDF which contains supporting documents as it pertains to charges of the company. Please note the original reservation via online was through New Routes but the rental company in person went by Allied Car Rental with several additional names posted inside the business. The online reservation made online was paid in full for a total of $451.32, including the taxes and was then charged an additional $579.51 (taxed charges a second time). The only additional items at the time of pick-up included an additional driver and usage of tolls. The Routes confirmation reservation number is: NRLPD425816. The trip number on airportrentalcars.com is: 567-087-805-18.
Sincerely,
*******************************Business response
07/30/2024
Hi BBB Team,
Regarding the additional charges ***************** purchased incremental at the counter that were not included in her reservation for this reason the price increased.
Please note that we charge her for a cleaning fee because she returned the unit extremely dirty.
For more clarification, below is her final bill with the detail of the charges that she agreed and paid.R/A No. 407130 Booked Date 06/27/2024
This Rental Agreement is valid until 07/08/2024 .
LESSOR RENTER Company
AGUADILLA
*******************************************************, ***************
AGUADILLA, PR 00604
**************(***********************************
74 MILLSTOPNE CT
*************, **
********;10314
**********(H)
*********************
RENTAL VEHICLE
Pick-up (date & time): 06/27/2024 05:39 AM
Drop off (date & time): 07/08/2024 09:16 PM
Total Days: 12
Total Deposits: ****** Unit Class: ICAR MID SIZE
Total Miles: 119
Unit No.: 9081
Unit VIN: *****************
Description Amount
RATE CHARGE (Co - Close) 296.16
ADITIONAL DRIVER PER DAY (Close) 59.40
AUTOEXPRESSO (Close) 10.00
CLEAN UP - EXTREMELY DIRTY (Close) 150.00
NONE DRIVER GUARANTEE PER (Close) 119.40
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 119.40
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) *****
CUSTOMER FACILITYFEE (Co - Close) *****
STATE TAX (Close) 41.17
STATE TAX (Co - Close) 39.16
MUNICIPAL TAX (Close) 3.92
MUNICIPAL TAX (Co - Close) 3.73
VEHICLE LICENSE FEE (Co - Close) 30.00
ENERGY RECOVERY FEE (Co - Close) 35.40
Renter - *********************************** ******
Company - ROUTES WEBSITE 451.27
Total Charges 1030.78
Sincerely,
*********************
Manager
If plan A does not work, Keep Going, the alphabet has 25 other letters!Customer response
08/01/2024
Complaint: 21994810
I am rejecting this response because:Please note the taxes were already charged during the initial booking there is no indication to charge twice the same taxes. I provided the documents in my previous message displaying the breakdown of taxes and fees we had already paid at the time of booking. This is a duplicated charge we are entitled to have reimbursed. The facility and license, rate charge, double taxes fees were not disclosed at the time of rental nor shared. Therefore, how was that itemized bill broken down but not given to us when we picked up the car? These charges were made without our authorization nor disclosure of the charges prior to. The only secondary charges agreed upon were the auto express and second driver and non optional road side assistance and non optional wind and tire fee. This breakdown of so called charges were not shared with us as evidenced by the copy of the receipt provided to us that I shared in previous message. The car was not returned in dirty conditions. If that was the case there should be documented photos of this dated from the date of return to substantiate the false claim as this vehicle was cleaned and thoroughly vacuumed in the interior and trunk prior to return. This is also further supported by the several reviews on ****** by which multiple customers shared concern of over charges. Lastly, in attempts to contact the company directly we did not receive a response regarding a formal investigation being made towards the employee that verbally threatened to hit my mother nor the attempt to destroy personal property when the employee kicked our luggage and use of extreme profanity. Please note, there was an eye witness employed from a neighboring company whos contact information we also have.
I am not satisfied with the poor customer service, omission of charges provided to us on the receipt that was given to us at time of pick up, lack of concern for customer safety given the behavior of the employee nor the false claims of the cleanliness of the vehicle. We were advised of potential cleaning fees if the vehicle was returned unclean. Therefore we made it a priority to pay for the cleaning and vacuuming of this car prior to return.
Sincerely,
*******************************Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I booked a reservation with Allied for June 10th at 6:45AM to June 14th at 11:45PM. Upon booking the car back in May on Expedia, Expedia and Allied both confirmed that the car rental would be $200. Allied confirmed the day before pickup that I would be paying $200. When I go pick it up, they was me to pay nearly $1,300 in additional hidden fees and a refundable deposit. I talked them down and provided proof that Allied confirmed it would be $200. They said I would pay $250 for the car rental, plus a $300-400 refundable security deposit. The charges were posted on my bank account on June 20th, and they have not given me my refund. It is too late for the bank to do anything, and people over the phone have since told me that my security deposit is being held and that I need to contact my bank. I want my money back.Business response
07/04/2024
Good morning, BBB Team,
We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
Below is the copy of ************************* rental agreement, and it has the detail of the charges that she agreed and paid. Please note that she purchased incremental at the counter such as Underage fee, RSA, Pre-paid Tolls, Activation Fee for the tolls, Wind & Tire protection and the taxes for these. These were not included on her prepaid reservation.
We are just following the company policy, and this is how the charges have been structured.
We apologize for any confusion.
Sincerely,
*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No. ****** Booked Date 06/10/2024
This Rental Agreement is valid until 06/14/2024 .
LESSOR RENTER Company
SJU
*************************, MARGINAL ***********
********, PR 00979
**************(W) ********************************
*************************
********, **
********;10031
************(H)
********************
RENTAL VEHICLE
Pick-up (date & time): 06/10/2024 03:05 PM
Drop off (date & time): 06/14/2024 04:58 PM
Total Days: 4
Total Deposits: ****** Unit Class: ICAR MID SIZE
Total Miles: 1767
Unit No.: 8932
Unit VIN: *****************
Description Amount
RATE CHARGE (Close) 200.00
LATE CHARGE (Close) 16.67
Credit to LATE CHARGE -16.67
AUTOEXPRESSO (Close) 10.00
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 49.75
UNDER AGE FEE (*****) PER DAY (Close) 124.75
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) *****
Credit to CUSTOMER FACILITYFEE -2.16
STATE TAX (Close) 43.23
Credit to STATE TAX -1.98
MUNICIPAL TAX (Close) 4.12
Credit to MUNICIPAL TAX -0.19
AIRPORT CONC REC FEE (Close) 56.88
Credit to AIRPORT CONC REC FEE -2.26
VEHICLE LICENSE FEE (Close) 10.00
ENERGY RECOVERY FEE (Close) 11.80
Total Charges ******Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction was 5/7/24 Worse car rental place Ive ever dealt with the workers are very very rude and very disorganized. Once I got to the rental place they told me the car wasnt there and I had to wait an hour and a half for someone to come and return the car and was placed on a waiting list. They stated that the reason for that was that their company never puts a stop to the 3rd party companies telling them that they have been fully booked. Once I finally receive the car the car was not inspected nor cleaned and just handed to me the car was filthy and smelled like cigarettes.. towards the end of my trip I later found out that the horn on the car wasnt even working! Which is a HUGE Safety hazard! I have a video of that as well. Once I returned the car I let them know of the issue with the horn and they just stated oh okay and did nothing about it Im pretty sure they just tossed it to the side and gave the car to someone else like that. Then I was told I was supposed to get my security deposit back once I returned the car. Its been a month now that I returned the car and have yet to get my deposit back. I called them and let them know of the issue and they stated that I rented two cars and that the security deposit should be pending on my bank statements. I let them know I did not rent two cars and there are no pending charges back on my card. So now they stated they will file a claim which was about almost a mont ago and everytime I try calling them for a status update they hang up on me. They are so disorganized and dont even have there information correct. If you go on their page and see the reviews you will surely see I am not the only one that has had issues with them its an on going thing and this business really needs to be shut down for good! Even the locals have stated that this business is a major scam and should not be opened. Please look into this has they are a huge liability to travelers and even locals. Thank you!Business response
07/04/2024
Good morning BBB Team,
We sincerely apologize for the inconvenience our customer underwent. We have addressed the issue with our Management Team and human Resources to make all the necessary improvements to prevent such an event from happening again.In appreciation for your ******************* feedback, we gave her a 20% discount voucher # (2073) towards any future rental for time and mileage in any vehicle class at any of our corporate locations.
We apologize again!
Sincerely,
*********************
ManagerCustomer response
07/08/2024
Complaint: 21925516
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Booked a rental car online. Was given an online receipt for confirmation. I went to pick up the car. After they took my credit card and driver license I asked for a break down of charges/receipt from them. They refused. Checked my bank account and they way over charged me. Contacted them directly and they refused to help me. I told them they could pick up the vehicle. They again refused. This puts me in an extremely unfortunate predicament. I should have never allowed myself to take possession of the car but that would have left me stranded in ************************ and I dont live in ***********.Business response
07/01/2024
Hi BBB,
We need the rental agreement number for further assistance.
Sincerely,
*********************
Manager
Customer response
07/14/2024
Complaint: 21920465
I am rejecting this response because: further info was needed. Attached is contract number. When I was returning car there were multiple people having the same issue as me. I did not agree to any other charges when picking up vehicle.
Sincerely,
************************************Business response
07/17/2024
Hi BBB Team,
We need the rental agreement number to assist you further.
Thanks in advance,
*********************
Manager
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Get a QuoteCustomer Complaints Summary
73 total complaints in the last 3 years.
32 complaints closed in the last 12 months.
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