Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I will never book with this company again. I was quoted $151.99 on priceline and my final payment for the rental came to $310. First, they charged $80 for tolls plus $10 activation fee which is a total scam because I ended up only actually passing through a handful of tolls which, since puerto rico charges about $1-2 for tolls, means I could not have spent more than $10-$15 on tolls MAXIMUM. They don't bother explaining this to tourists and it is a total tip off. I plan to dispute this with my credit card company. How could you charge a flat fee of $10 per day when majority of the tolls in *********** on the main island are $1 or LESS.Secondly, upon reading your replies to a lot of these complains supposedly road assistance and wind and tire are additional charges that are requested by the customer? Well then explain to me why I have been charged these things without requesting/paying for anything extra aside from the tolls and PR taxes? The worst rental company ever.They also had me waiting nearly three hours for a rental car. They should be paying a fee to me for that alone. I would like to be refunded for anything extra that was not included in the original quote, including the $70 wasted on tolls I never passed through!
Business response
06/19/2024
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 he agreed and paid. Please note that he purchased incremental at the counter such as, RSA, Wind & Tire protection, Tolls, Activation fee for the tolls and the taxes for these. These were not included on his reservation.
Rental Agreement:
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   ****** Booked Date   05/26/2024

This Rental Agreement is valid until 06/03/2024 .

LESSOR RENTER Company
SJU
*************************, MARGINAL ***********
********, PR 00979
**************(W) ********************************
**********************************************************************
********;07306
**********(H)
**********(W)
******************

RENTAL VEHICLE
Pick-up (date & time): 05/26/2024 03:55 AM
Drop off (date & time): 06/03/2024 01:30 AM
Total Days: 8
Total Deposits: ****** Unit Class:    ICAR MID SIZE
Total Miles: 612
Unit No.:    8848
Unit VIN:    *****************

Description Amount
RATE CHARGE (Close) 69.32
AUTOEXPRESSO (Close) 10.00
PREPARATION FEE (Close) 9.95
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 79.60
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 29.19
STATE TAX (Close) 15.58
MUNICIPAL TAX (Close) 1.48
AIRPORT CONC REC FEE (Close) 28.89
VEHICLE LICENSE FEE (Close) 20.00
ENERGY RECOVERY FEE (Close) 23.60

Total Charges ******

We are just following the company policy, and this is how the charges have been structured.

For the waiting time, please use this email for a 20% discount voucher for a future rental in any of our locations.
We apologize for any confusion.

Sincerely,
*********************
Customer response
06/20/2024

Complaint: 21868702

I am rejecting this response because:
We did not purchase RSA or wind and tire protection at the counter AT ALL. That is a complete lie and something you guys add on after under the guise of taxes (what we were told we were paying for at the counter) I will dispute this with my credit card. I refuse to pay 6x the amount in tolls that I actually did pass, and refuse to pay for something I never added to my reservation.
Sincerely,

*************************
Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went through ********* to rent a car at Routes in ***********. I got all the information and paid upfront for the car. The itinerary stated that once you arrive at the airport you contact this number ***************** and a shuttle will pick you up and take you to pick up the car. I called the number 27 times and then it began to say there are no representatives and would hang up. I have to take an Uber there which was an additional fee. Upon arrival, I had to wait of course and then once I finally got to a representative they were very difficult and could not answer my questions. I was advised now there is a $250 deposit and was never told that. I am over 25 and I paid for insurance which again could not be explained. I was then told I have to pay for tolls and this was an additional charges to my card of 156 again nothing in writing and I was verbally told $10 a day for tolls. A car with insurance was prepaid for $204 and now I am out 570 and I dont want the car, I want to take it back, however, I want my money refunded. There is nobody to contact in reference to this I need help from your organization to resolve this matter. Also I paid for insurance and was advised if something happens I pay for it and then am reimbursed. Im not understanding where all the confusion is coming from.
Business response
06/12/2024
Dear BBB,
After reviewing and investigating the customer's concern. We identified that this booking and rental was not provided by Routes Car Rental Corporate.

This rental was provided to the customer by ******************** Car and ********************** ********************** - *********** and we would like to request you to transfer the Review/Case to Allied Car and Truck Rental.

Address: ************************************************************ ***********
Contact Number: *************

Business response
06/14/2024
Hi BBB Team,
After verifying this case with our accounting department, we can confirm that **************** was not charge for CDW (Collision Damage Waiver).
Below is his final bill with the detail of the charges that he agreed and paid.
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   402897 Booked Date   05/23/2024

This Rental Agreement is valid until 05/28/2024.
LESSOR RENTER Company
SJU
*************************, MARGINAL ***********
********, PR 00979
**************(W) ******************
*******************************************************************;15235
************(H)
*******************

RENTAL VEHICLE
Pick-up (date & time): 05/23/2024 01:38 PM
Drop off (date & time): 05/28/2024 02:21 AM
Total Days: 5
Total Deposits: ****** Unit Class:    CFAR SMALL SUV
Total Miles: 909
Unit No.:    8882
Unit VIN:    *****************

Description Amount
RATE CHARGE (Close) 0.03
RATE CHARGE (Co - Close) 75.20
AUTOEXPRESSO (Close) 10.00
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 49.75
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 9.42
CUSTOMER FACILITYFEE (Co - Close) 13.27
STATE TAX (Close) 3.09
STATE TAX (Co - Close) 10.60
MUNICIPAL TAX (Close) 0.29
MUNICIPAL TAX (Co - Close) 1.01
AIRPORT CONC REC FEE (Close) 11.04
AIRPORT CONC REC FEE (Co - Close) 12.11
VEHICLE LICENSE FEE (Co - Close) 12.50
ENERGY RECOVERY FEE (Co - Close) 14.75

Renter - *********************** 106.52
Company - ROUTES WEBSITE 139.44

Total Charges ******

Sincerely,
*********************
Manager
Initial Complaint
06/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I pre-booked a vehicle rental from this location to be picked up on 5/31/2024 and returned on 6/5/2024. When I arrived to the site I was told that liability insurance is required to take the vehicle. I notified them that my MASTERCARD has liability insurance coverage for vehicle rentals. The representative then requested a bank letter indicating this coverage is provided. I could not provide the letter that day due to the fact that we arrived to ************, PR at 9PM which is after hours for my bank. I attempted to ask for supervisor but the rep stated none was available and that if I did not opt for the liability insurance, they would cancel my reservation. I recorded the interaction and he threatened to kick me out of the location. This is predatory and illegal form of a insurance fraud. I went back the next day with the bank letter requested and asked to speak to a manager. A female manager came out and explained that I needed to email the bank letter to ************************************************************* and that I would be refunded the insurance portion when I returned the car. On 6/5/2024 after returning the car I did not get any itemized invoice or receipt of what was expected to be charged. I explained my situation to them and they stated there was a note on my account and that I would receive the refund for the liability insurance charge in 5 business days. It is now 6/8/2024 and I see that my card was charged an additional $169.98. I have been emailing since 6/5/2024 and no reply. The emails I reached out were insurance@ and info@. The info email states it does not receive incoming messages and is blocked. I finally called to ask why I was being charged this amount and the rep advised me to file a claim with their accounting ***** He stated I would be transferred to this **** and then they hung up on me. I would like a full refund of the insurance liability charge or else I will file a dispute with my bank. My contract # is ******. This company should not be in business
Business response
06/11/2024
Hi BBB Team,
At the moment of the rental the customer did not provide the card for the coverage and his personal coverage was not eligible. This coverage is not legible within our company policies. To ensure that in case of a total vehicle loss the insurance can cover a newer vehicle regardless of the year of the vehicle in the policy. Our company policy requires for the vehicle to be 5 years to current (ex. ****** Corolla 2019) and his car was 2012.
We apologize for the confusion!
Sincerely,
*********************
Manager
Customer response
06/11/2024

Complaint: 21821706

I am rejecting this response because I explained to your employee that the MasterCard Rental Coverage is based on the card. I provided the MasterCard to the employee and they still rejected the coverage insisting that only THEIR insurance is accepted and that I did not purchase insurance my reservation was to be cancelled.

The certificate has been attached along with the various emails sent to insurancealliedcarrentalpr.com where the document was required to be submitted.
I have yet to receive any response from that email address in regards to the charges.

Sincerely,

*****************************
Customer response
06/11/2024
Please note that an ALLIED employee confirmed that a note was left on their system that I emailed this insurance coverage letter from my bank and thatI would be refunded.

Customer response
06/27/2024
How is it possible that a company can get away with such fraudulent behavior? Your closing my case based on generic response from their representative when I already provided proof that I had the documents requested yet they denied to accept them and threatened to cancel my reservation.
Is a real human being actually reading what was provided to the BBB?
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a car through Priceline. It was $82.81. When I went to pick it up, with added fees and deposits, it was $324, significantly more than previously advertised. When I dropped my car off, they charged me an additional fee of $391.63 and I never received back my deposit. This is even with the maximum level of insurance that I had purchased. Additionally, they charged the person I was with the same amount on her card which means we were triple charged. Between the two of us, we were charged over $1,000 for 2 days of renting a car, which is exorbitantly higher than if I had gone with a more well-known company. This company is incredibly deceptive and uses bait and switch methods to steal customers from more reputable companies. They were incredibly disorganized, and gave me someone elses receipt when I left. I was unable to solve the issue in person after I was fighting with them for over an hour and almost missed my flight as a result.
Business response
05/21/2024

Good morning BBB Team,

After reviewing this case with the claims department, we noticed that this customer returned the unit with a damage and for this reason the additional charges.

Below is the final bill with the detail of the charges for this rental and the damages.
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   398603 Booked Date   04/11/2024

This Rental Agreement is valid until 04/13/2024 .
LESSOR RENTER Company
SJU
*************************, ********************
********, PR 00979
**************(W) **********************************
******************************************
********;14209
**********(H)
*******************

RENTAL VEHICLE
Pick-up (date & time): 04/11/2024 06:09 PM
Drop off (date & time): 04/13/2024 01:20 PM
Total Days: 2
Total Deposits: ******* Unit Class:    CFAR SMALL SUV
Total Miles: 36
Unit No.:    9191
Unit VIN:    *****************

Description Amount
RATE CHARGE (Close) 0.01
RATE CHARGE (Co - Close) 49.44
AUTOEXPRESSO (Close) 10.00
CDW $1,000.00 TRUCK (Close) 39.90
DAMAGE CHARGE (Close) 750.00
SLI WAVER PER DAY (Close) 21.90
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 19.90
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) ******
CUSTOMER FACILITYFEE (Co - Close) 7.81
STATE TAX (Close) 15.72
STATE TAX (Co - Close) 6.54
MUNICIPAL TAX (Close) 1.50
MUNICIPAL TAX (Co - Close) 0.62
AIRPORT CONC REC FEE (Close) 111.82
AIRPORT CONC REC FEE (Co - Close) 7.46
VEHICLE LICENSE FEE (Co - Close) 5.00
ENERGY RECOVERY FEE (Co - Close) 5.90

Renter - *************************************** 1101.50
Company - ROUTES WEBSITE 82.77

Total Charges *******
Sincerely,
*********************
Manager
Customer response
05/22/2024

Complaint: 21734986

I am rejecting this response because:

This company uses incredibly deceitful practices. The cost of my car significantly higher than what I was originally quoted, which is indicative a typical bait and switch tactic. I purchased the premium insurance package to ensure I would be protected against any damage. However, upon returning the car I was once again charged $750 deductible AFTER already being charged an inflated daily rate for the cost of insurance. On top of this, the employee who was assisting me when I dropped off the car charged me THREE TIMES, causing me to go over my credit limit. He tried to remove the charge but the pending hold was already on my account and therefore it would not allow another charge to go through. The company forced my partner to be added on as an additional driver and for the charge to be placed on her account. We were told it was just a security hold and that it would be removed once the charges went through on my account. However, this of course did not happen. The charge remained on her account and were processed on my account as well, meaning we have spent well over $1000 for a rental that should have cost under $100. On top of all that, this same employee then gave me someone elses final receipt instead of my own. This is the exact definition of fraudulent charges and deceptive business practices. I will once again attach images of our credit card statements to show that we were charged a massive deductible as well as a fraudulent charge on my partners card since the charges were already processed on my card as well. Perhaps you can take the time to assess this matter more thoroughly and contemplate your illegal business practices.

Sincerely,

*********************************
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
3/28/24 I rented a car online to use in *********** for $371.97 through my ******* + membership which was $39.49/ day for 6 days. 4/1/24 I arrived in *********** to pick up my ********** charged me $893.90. I made no changes to my reservation. When I asked the lady why it was over double what I agreed to she said "I have no idea".
Business response
04/23/2024
Hi BBB Team,
Our accounting department processed the refund and I have attached the receipt for your records.
Our apologies for the inconvenience!
Sincerely,
*********************
Manager

Customer response
04/23/2024

Complaint: 21598774

I am rejecting this response because $250 is not the adequate difference in what I originally paid vs what I was charged.

Sincerely,

***************************
Business response
05/06/2024
Hi BBB Team,
We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
In below email 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 CDW, RSA, 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.
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   397643 Booked Date   04/01/2024

This Rental Agreement is valid until 04/07/2024 .
LESSOR RENTER Company
SJU
*************************, MARGINAL ***********
********, PR 00979
**************(W) ****************************
*****************
DACULA, **
********;30019-8512
0014042817090(H)
***********************

RENTAL VEHICLE
Pick-up (date & time): 04/01/2024 01:47 PM
Drop off (date & time): 04/07/2024 05:48 AM
Total Days: 6
Total Deposits: ****** Unit Class:    SFAR SPORT UTILITY
Total Miles: 389
Unit No.:    8431
Unit VIN:    *****************

Description Amount
RATE CHARGE (Close) 236.96
AUTOEXPRESSO (Close) 10.00
CDW $1,000.00 TRUCK (Close) 119.70
PREPARATION FEE (Close) 9.95
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 59.70
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) *****
STATE TAX (Close) 36.15
MUNICIPAL TAX (Close) 3.44
AIRPORT CONC REC FEE (Close) 49.99
VEHICLE LICENSE FEE (Close) 15.00
ENERGY RECOVERY FEE (Close) 17.70

Total Charges ******

Sincerely,
*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Initial Complaint
04/17/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Contract ******. I rented a jeep . When I went to tha Allied rental in *********************. To pick up my rental, they didn't have it. So they went to give me replacement which was a Bronco. But it had broken windshield. So Manager did a Void on my contract and said in 24 hours I'll have my refund of ************************************************************************************************** my refund. And no one in office can give me a straight answer. And everytime they put me on hold I nd up been hunged up.. there's plenty messages in the computer and I have copy of the voided contract
Business response
04/19/2024
Hi BBB Team,
Our accounting department processed the refund for ******************, and I have attached the final receipt.
Our apologies for the inconvenience!
Sincerely,
*********************
Manager
Initial Complaint
03/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This business overcharged us completely. We booked the car under one price and then were forced to pay a whole different price before picking up the car. The business had so many hidden fees that were not included on its website, provided horrible customer service, and was very rude. Please help us out with this claim because it was very unfortunate and ruined the start of our trip.
Business response
03/20/2024
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 Mr. DOLINSKIY rental agreement, and it has the detail of the charges that he agreed and paid. Please note that he purchased incremental at the counter such as RSA, Late fee also an underage fee and the taxes for these. These were not included on his prepaid reservation.

We are just following the company policy, and this is how the charges have been structured.
We apologize for any confusion.

Below is the rental agreement with the detail of these charges.
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   ****** Booked Date   02/17/2024

This Rental Agreement is valid until 02/21/2024 .
LESSOR RENTER Company
***
*************************, ********************
********, ** 00979
**************(W) DOLINSKIY, MAXIM
2890 ********
************, **
*** 19114
0012676947469(H)
**********(W)
*******************

RENTAL VEHICLE
Pick-up (date & time): 02/17/2024 09:42 AM
Drop off (date & time): 02/21/2024 12:12 PM
Total Days: 4
Total Deposits: ****** Unit Class:    ICAR MID SIZE
Total Miles: 697
Unit No.:    8676
Unit VIN:    *****************

Description Amount
Credit to RATE CHARGE (Close) -4.41
RATE CHARGE (Co - Close) 52.84
RATE CHARGE (Co - Close) 4.41
LATE CHARGE (Co - Close) 8.80
ROAD ASSISTANCE (Close) 12.95
UNDERAGE ADJUSTMENT (Close) 146.96
UNDER AGE FEE (*****) PER DAY (Close) 124.75
CUSTOMER FACILITYFEE (Close) 20.13
CUSTOMER FACILITYFEE (Co - Close) 11.38
STATE TAX (Close) 30.18
STATE TAX (Co - Close) 9.18
MUNICIPAL TAX (Close) 2.88
MUNICIPAL TAX (Co - Close) 0.87
AIRPORT CONC REC FEE (Close) 36.02
AIRPORT CONC REC FEE (Co - Close) 10.48
VEHICLE LICENSE FEE (Co - Close) 10.00
ENERGY RECOVERY FEE (Co - Close) 11.80

Renter - *********************************** 369.46
Company - ROUTES WEBSITE 119.76

Total Charges 489.22
*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Initial Complaint
02/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Below please find exerts from email I sent to Allied Car Rental ********************************************************** that was bounced back ****** Versa I rented (Conf #: EAPP518618) from 2/10/24-2/13/24. I already complained with Expedia who contacted Allied. Expedia spoke to told me to call Allied. Can't reach any representative when calling. I have called *************************** multiple times today. Music comes on immediately after I call the number and then it just hangs up. I booked through expedia on 1/9/24 for total cost of $74.20. I have my expedia receipt for this and received an email directly from Allied Car Rental staying $74.20 total.2/9/24 I received an email from Allied Car Rental stating the total cost was $58.87 2/10/24 I arrived to Allied at 1am to pick up the car. Long line and I was told the wait could be two to three hours. I decided I would pay money to uber to my airbnb and pay money to uber to return at 9am. I was told updated total amount would be less since I was picking the car up later and received three emails from Allied at 102am stating the amount due would be changed to $46.77 and then $49.37.On 2/10/24 When I returned to Allied Rental that morning at 916am I was told that the charges went up to $250.93 plus prepaid for $74.20 with expedia. The additional driver was $19.80 and adding tolls coverage was $49.99. It still doesn't make sense that the total came up to $250.93 when I had already prepaid. I had a very short fews days stay in *********** and that was my first winter vacation in six years so I did not have the time to try to find another car rental agency. On 2/13/24 the car was returned at 530pm. Representative refused to give a copy of the final contract. On 2/16/24 my credit card was charged $206.77 plus pending charge of $64.90. Already paid expedia $74.20.That comes to total of $345.87
Business response
03/12/2024
Good morning BBB Team,

We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
I have attached the copy of ************************************ 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 CDW, Additional driver,Tolls, Activation fees for the tolls, RSA, Wind & Tire protection and the taxes for these. These were not included on her prepaid reservation.
ALLIED CAR & TRUCK RENTAL Rental Agreement
R/A No.   ****** Booked Date   02/10/2024

This Rental Agreement is valid until 02/13/2024 .

LESSOR RENTER Company
***
*************************, ********************
********, ** 00979
**************(W) **********************************
***********
********, **
*** 02368-2954
0017815109461(H)
********************

RENTAL VEHICLE
Pick-up (date & time): 02/10/2024 09:10 AM
Drop off (date & time): 02/13/2024 06:52 PM
Total Days: 4
Total Deposits: ****** Unit Class:    ECAR ECONOMY CAR
Total Miles: 34
Unit No.:    7933
Unit VIN:    *****************

Description Amount
RATE CHARGE (Close) 5.60
RATE CHARGE (Co - Close) 16.80
ADITIONAL DRIVER PER DAY (Close) 19.80
AUTOEXPRESSO (Close) 10.00
CDW $500.00 ECON/MID (Close) 59.80
ROAD ASSISTANCE (Close) 12.95
TOLLS PER DAY (Close) 39.80
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 9.56
CUSTOMER FACILITYFEE (Co - Close) 4.29
STATE TAX (Close) 12.31
STATE TAX (Co - Close) 3.00
MUNICIPAL TAX (Close) 1.17
MUNICIPAL TAX (Co - Close) 0.29
AIRPORT CONC REC FEE (Close) 20.38
AIRPORT CONC REC FEE (Co - Close) 3.43
VEHICLE LICENSE FEE (Close) 2.50
VEHICLE LICENSE FEE (Co - Close) 7.50
ENERGY RECOVERY FEE (Close) 2.95
ENERGY RECOVERY FEE (Co - Close) 8.85

Renter - ********************************* 206.77
Company - ROUTES WEBSITE 44.16

Total Charges ******

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
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Customer response
03/13/2024

Complaint: 21336862

I am rejecting this response because: The math does not add up. I already pre-paid $74.20 through expedia plus was charged $206.77 through Allied/Routes Car Rental. That comes up to $280.97. The receipt provided by Routes/Allied indicates a different amount. Also, I was told that the charges, outside of tolls and an added driver, were mandatory.

Sincerely,

*********************************
Initial Complaint
02/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I arrived to Allied truck and car rental on February 15th at 2:55am and I was not given a car until 6:30am. When I arrived the I was told there were no cars available. By the time a car was ready for **** had to literally chase someone to do my paperwork to give me the car so I could leave. I waited 3.5 hours for a car.... ridiculous by that time the young man there was rude as well.
Business response
02/19/2024
Hi BBB Team,
This is a hold confusion, we only placed a hold for $278.86 and from that hold we charged the customer $28.86, and the rest was released. Please note that she is not going to be this transaction as a refund because it was only held for security reason.
Below is Mrs. ***** final bill for more clarification.
ALLIED CAR & TRUCK RENTAL Rental Agreement
*** No.   391691 Booked Date   02/15/2024

This Rental Agreement is valid until 02/18/2024 .

LESSOR RENTER Company
***
*************************, ********************
********, ** 00979
**************(W) FORT, ******
**********************************************************************
*** 33584
******************
RENTAL VEHICLE
Pick-up (date & time): 02/15/2024 06:26 AM
Drop off (date & time): 02/18/2024 05:28 AM
Total Days: 3
Total Deposits: ****** Unit Class:    ECAR ECONOMY CAR
Total Miles: 1
Unit No.:    7828
Unit VIN:    *****************

Description Amount
RATE CHARGE (Co - Close) 58.80
ROAD ASSISTANCE (Close) 12.95
WIND & TIRE WVR (Close) 9.95
CUSTOMER FACILITYFEE (Close) 1.68
CUSTOMER FACILITYFEE (Co - Close) 9.73
STATE TAX (Close) 1.22
STATE TAX (Co - Close) 7.98
MUNICIPAL TAX (Close) 0.12
MUNICIPAL TAX (Co - Close) 0.76
AIRPORT CONC REC FEE (Close) 2.94
AIRPORT CONC REC FEE (Co - Close) 9.12
VEHICLE LICENSE FEE (Co - Close) 7.50
ENERGY RECOVERY FEE (Co - Close) 8.85

Renter - ****** FORT 28.86
Company - ROUTES WEBSITE 102.74

Total Charges ******

Sincerely,
*********************
Manager
If plan ?A? does not work, Keep Going, the alphabet has 25 other letters!
Initial Complaint
01/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 27 December 2023 I rented a car from Allied Car Rental. I had already paid for the rental through Price Line. When i got to the Allied they added additional payment of ****** and said I would get back $250.00 as long as the car was returned clean and without damage.3 January **** the car was returned and inspected by an agent (I think named ***) (moved there from ***** and spoke English). He said the car looked really clean on the inside better than any he has seen brought back. He inspected the outside and said I was good to go and to give him the white copy of my contract which was the top copy and he would take it inside and give to the person working and they would send me email confirmation for the return of the car.4 January ****, I checked my banking account to see i had a pending charge of ******* and the charge of ****** had cleared on 29 December 2023. I called Allied and the was told that was charges for damage to the car. I ask to speak to a manager and was told i had to take the matter up with the claims department. I was disconnected 3 times when trying to speak with claims department. I was told i needed to email them at ******************************************************** I have done this waiting for a response.4 January **** i have disputed the charges with my bank and it is currently under investigation.When i rented the car i was told by the man working at Allied it was practice that they make a copy of my credit card. I thought it was odd. I have canceled my credit card.The customer service of this business is terrible. They were understaffed. They are crooks!!
Business response
01/16/2024
On this case the customer had a damage and was upset with the situation.

I have attached her estimate that was provided by our ***************** for you records.

I couldnt reply to this case on your platform.

Sincerely,

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

Manager

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary