Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my conformation number is #nprldd994730 i had rented a car on June 2 through June 6 .they charged my credit card $468.54 with a $250 hold .they said i would get my deposit within **** business day. its already July 12 and i still havent received my deposit .i have called numerous times and every time i call they have a different story .i even asked to speak to a manager and a manager seems to never be there because they always send me to a voicemail. its a shame that this company rips people off like this .after all this time i been waiting for my deposit i should get a full refund for all the trouble .this place needs to be shut down ....they will STEAL YOUR MONEY!!!!!! people need to be aware of this company

  

  Business response

  07/13/2023

  Hi BBB Team,

  In order to assist *****************, we need her rental agreement number and if this rental was made under her name.

  Thanks in advance!

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

  Customer Service Manager

  Customer response

  07/13/2023

   
  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

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/2 I rented a car from Priceless (Allied) Rental agreement #******. The car was reserved for 6/2-6/7. I returned the car on the proper due date and time. I have not received my $250 deposit back from the rental. I have emailed them 2x and spoken to customer service 3x. I never get the same answer when I call. And my emails go unanswered.

  

  Business response

  07/03/2023

  Hi BBB Team,

  Our accounting department is working urgently on this case. We already sent an email to ******************* explaining the situation.

  Deposit Refund for RA#******.

  Our apologies for the inconvenience!

  Sincerely,

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

  Manager

  Customer response

  07/03/2023

   
  Complaint: 20260707
  
  I am rejecting this response because: 

  The only response I have received is them stating that they will email the accounting again. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/07/2023

  Hi BBB Team,

  Our apologies for the delay, our accounting department is working in this case and very soon they will send the resolution.

  RA#******.

  Sincerely,

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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 27, 2023 I reserved a car through routes.ca selecting the ********************. I prepaid for the duration of May 27, 2023 through May 30, 2023. I was charged roughly $183 dollars on my credit card. I arrive for my booking on time of May 27th. I was asked for my Name and Drivers License, after I gave the information I was then asked about insurance which I declined because I have it under my credit card. He asked may I see the card and he proceeded to make copies of my all my cards. I was given a car that was not in good condition but my true complaint upon returning the car I was told to park the car and leave the key in the car. I did as instructed and got on the shuttle to the airport. I few home on May 30 2023 which is also the date I returned the car. On June 6, 2023 I receive an invoice from Allied Car Rentals I the amount of $503 that stated I had the rental from May 27 through June 6. I was not even in Puerto at this time. I called to speak with someone with the number provided on the invoice and I was given an email **************************************************************** I was also told at this time that routes.ca was indeed Allied Car Rentals. I was charged a total of roughly $686 for a rental when I left and returned the car on the 30th of May. The is fraud because someone was able to purchase a rental vehicle in my name is what appears. I am requesting the refund of the $503.

  

  Business response

  06/29/2023

  Hi BBB Team,
  
  First, we apologize for the inconvenience!
  Our accounting department processed a refund of $403.55 to Mrs. **** account ending in 7383.
  Please allow 3 to 5 business days to be reflected on her account.
  
  
  Sincerely,
  
  
   
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!
  

  Customer response

  07/01/2023

   
  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

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from allied at ********* airport. The first car I received was completely infested with cockroaches. I called and had to spend time to go change the car. Then new car caught a flat and almost got into an accident off a mountain because of it. I tried to change it to the spare and because the tire was so worn out the wire cut my fingers. I needed to call my cousin for assistance and he helped me remove the tire And put the spare. He said the tires was so stuck because it hadnt been removed in a while there was a build up of dirt. . The tire was completely shredded & worn out and had no grip. This could have cost ******* mothers life. Now they are giving me the run around. They told me I need to go to ******** first and then they stated I need to go to allied in aguadilla to wait for them to check and change the tires but will not give me a new car.the toll truck service couldnt help me because they could only take me to ********. I dont understand how a car rental business doesnt do inspections and tire rotations on their vehicles. How and why am I or other renters being given cars with completely worn out tires to drive around slippery curvy roads!? This is absolutely ridiculous and unacceptable , i almost died because someone is not doing their job. So not only is this cost me to change my plans, waste more time of my vacation and has now given me and my mother both anxiety and emotional stress and worse it could have cost ** our lives. So I want to know what is going to be done to help with these inconveniences and the near death experience due to your negligence as a car rental company. I have been given the run around on speaking to a supervisor. I was even told they had no supervisor at the store yet someone on the phone told me every store has its own supervisor. I will be taking legal action since I can not get in contact with anyone willing to help. *** called and emailed everyone they told me and havent received a response.

  

  Business response

  06/06/2023

  Hi BBB Team,
  Our accounting department processed a discount of $80.62 to ***************** account ending in 6706.
  I have attached the final receipt as evidence!
  Our apologies for the inconvenience!
  Sincerely,
  
  
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My original date for pick up was May 6th at 3 am in the morning. But couple weeks before leaving my itinerary changed so I called the routes and told then of this change we moved it up to May 7th at 1 am...and they sent me a confirmation email so I printed it out...and have attached the information regarding my trip to this complaint...so you can see for yourself... my con# NRLPPPWE193810 Car rental was booked and paid via priceline on Feb 15th 2023 Amount paid was ****** Because we changed it to a day later I called someone from the rental ahead of time and asked about a refund for May 6th they said they are un able to give me a refund for the one day....I was truly disappointed considering I did spend a lote of money..and I was very shocked that they even said that so I called priceline 1 month before my trip and disputed it with them seems like the Company likes to play games with them too...so our trip came up we went on it...arrived in San **** at 11: 30 my flight was late arriving in San **** and by the time we were able to get out luggage it was about 12:20....Then we waited for the shuttle to the car rental....when we arrived....we were met at the counter where the gentleman said there were no cars available at the moment so we waited about an hr it was about 1:45 when we got our rental....the guy at the front desk advised me he will be charging me an extra day regardless of my paper work I had stating that my pick up time was 1 am...and not 3 am..so I was upset....so I'm disputing 2 extra days charged to my card...an invoice of ***** + ***** for may 6th ... now I've sent proof to the company via email have not **** a response....I ask to speak with management regarding this issue and I get transferred to a voicmail thay is disconnected....so I'm literally being avoided at this point...and I'm extremely disappointed.....the business has not tried to resolve this issue with me...please help or respond

  

  Business response

  06/29/2023

  Good Morning BBB Team,
  
  In this case, the client changed her flight ticket and this affected his reservation. *************** had prepaid the full amount to a third party (Routes Rent A Car) and her original pick up date was May 6, although she picked up the unit on May 7 they charged her the full amount because she prepaid.
  
  Our company immediately, as customer service gesture, requested the third party (Routes) for a refund of that day but that was subject to their policies.
  
  We will contact our affiliate again for immediate assistance in this case,RA#******.
  
  We apologies for the inconvenience,
  
  Sincerely,
  
  
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!
  
  

  Customer response

  06/29/2023

   
  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

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car online for my trip to PR the quote online was 419 and when I got the airport they wanted to charge me another 500 because I only had a debit card to do the deposit I could not afford that on top of an extra 26 a day in insurance and a separate fee for the ***PASS I told them I could not afford that and they said there was nothing they could do. We had to have a family member come get ** from the car rental when I called about getting a refund they said they considered this a cancellation/ no show and that they would be keeping the full 419 which this is not a no show cancellation they tacked on so many fees I could no longer afford the car. I believe they do this so that you end up leaving and they keep the money because they did it to someone else who was with ** at the same time who also had to leave without a car.

  

  Business response

  05/10/2023

  Hi BBB Team,

  We have to qualify the client before opening the rental agreement and that is part of our Company policy. In addition the card was blocked by the bank and for this reason we could not rented to him.

  Sincerely,
  
  
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a car from March 17th through March 20th. March 23rd I was charged $250. I called and was told it is a deposit and I will get my money back in 10 days. My money was never returned. I have called numerous times to be told that money would be refunded. I have emailed their email on the website for it to be bounced back as not good. I have messaged via their contact ** form on their website. It is Now May 9th and my money has not been refunded. We were not given any receipts to document.

  

  Business response

  05/10/2023

  Hi BBB Team,

  We need the rental agreemnt number to assist you further.

  Thanks in advance!

  Sincerely,
  
  
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!

  Customer response

  05/10/2023

  PRICELINE TRIP NUMBER - 111-642-193-96

  CONFIRMATION NRLPPPRYV200251

  LOCATION- ROUTES CAR RENTAL

  

  Business response

  05/23/2023

  Hi BBB Team,

  We need the rental agreement number to assist you further.

  Sincerely,
  
  
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!
  

   

  

  Business response

  06/06/2023

  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 **************** rental agreement and it has the detail of the charges that he agreed and paid.

  Please note that this unit was returned extremely dirty and there is a fee for that.

  We apologize for any confusion.

  Sincerely,

  Customer response

  06/06/2023

   
  Complaint: 20036828
  
  I am rejecting this response because: I refute that this vehicle was returned as "extremely dirty". I believe it was returned in very similar condition as when the vehicle was picked up. 

  I made several attempts to contact the company requesting refund or provide reasoning. I was only told I would receive refund or to call back endlessly for a manager. 

  I have no documentation, as I did not take pictures of the vehicle prior and after usage. Can the company provide dated photographic evidence of "extreme dirtiness"? 

  My email address is ********************** (it looks like the company had the email address incorrect.)
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18, 2022 I made a reservation (Itinerary # **************) on Orbitz for a 3-day car rental with Allied (aka Routes) at ************, *********** airport. Orbitz billed me $183.14, plus $44.00 for a Collision Damage Plan, for a total of $227.14. Ive attached the email confirmation from Orbitz reflecting that amount. Upon returning the rental, I was billed additional charges of $67.06 (for things such as tolls and other fees) from Allied/Routes for which Ive now paid. Attached is my final bill (# ******) from Allied/Routes which indicates the amount of $226.35 (including $67.06 for those additional charges).Ive already paid $227.14 to Orbitz and then $67.06 (Allied/Routes originally billed me $81.00 in error) for the additional charges to Allied/Routes, for a total amount paid of $294.20. The total charges for the rental from Allied/Routes (according to the invoice they emailed me) should have been $226.35 plus the $44.00 for the Collision Damage Plan from Orbitz, for a total of $270.35. That means I was overcharged by $23.85.Ive told Allied in numerous phone calls and emails that I paid more than I should have, but Im just getting the run around. I dont want to hear any more excuses. I just want the $23.85 refunded back to me ASAP. They also put down the wrong address for me. I havent lived in ********, ** for almost 2 years. They also need to revise my address.

  

  Business response

  05/02/2023

  Good Morning BBB Team,
  
  We allready verified this rental with our accounting department and we explained to ************** the detail of his charges.

  We noticed that at first we took an authorization of $288.21 and from that hold we must have charged ************** the total due which was $67.06, instead we charged him by mistake of $81.00 and our accounting department refunded $13.94. 
  
  If you take the $288.21 and subtract $81.00 and then add $13.94 (Refunded amount) you will see the released amount which was $221.15.
  
  I have attached his final bill for more clarification!
  I hope this information clarify the misunderstanding!
  
  Sincerely,
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!
  

  
  

  Customer response

  05/02/2023

   
  Complaint: 20001553
  
  I am rejecting this response because:  I've already informed Allied that I paid $227.14 in September 2022, plus $67.06 (for the final amount due, including toll charges, etc.) in February 2023, for a total of $294.20 for a car rental which should have cost me (according to Allied's final invoice) $226.35 ($159.29 + $67.06), plus the $44.00 for Collision Damage Plan (paid in September 2022), which then totals $270.35.  They (Allied) are bringing up an entirely separate billing issue that has now been resolved and has nothing to due with the fact that I was quoted a different price (both when booking and paying the final costs after turning in the car rental).  Allied is completely ignoring the fact that I paid more than I should have and that I'm entitled to a refund for the difference between what I was charged ($294.20) and what I actually should have been charged ($270.35).  Since $294.20 - $270.35 = $23.85, I should be getting back an additional $23.85.

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

  

  Business response

  05/08/2023

  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 ************** rental agreement and it has the detail of the charges that he agreed and paid. Please note that he purchased incrementals at the counter such as; Tolls, Activation fees for the tolls, RSA, Wind & Tire protection 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.
  
  Sincerely,
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  If plan A doesn't work, the alphabet has 25 more letters, keep trying!

  Customer response

  05/08/2023

   
  Complaint: 20001553
  
  I am rejecting this response because:  Allied/Routes cannot or will not explain where the difference in charges from Orbitz (ie $23.85) lies or why that amount was never included  nor went towards the total charges.  Allied/Routes also did nothing to try and work things out with Orbitz, especially to inquire at Orbitz the whereabouts of this additional money I paid, as well as to research why Allied/Routes never received the full amount I paid Orbitz towards my car rental.  Allied/Routes continues to assert that additional charges were legitimate, which by the way I'm not disputing, but the company has not looked nor taken an interest in determining the reason(s) why I had to pay more for the car rental than the total of final charges listed on the invoice.  They could have cared less that I was stuck paying more for the rental than what I should have.  I will never do business again with Allied/Routes because of the poor treatment received as a customer.

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

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon renting a car we were given a vehicle with non working break lights/tail lights, we asked for a vehicle in proper working vehicle and were given a vehicle with no wiper fluid or working wipers ( We did not know this until needed to use both during a rain storm when it was very dangerous not having them and almost caused an accident). The vehicle was also filthy with food and stains from top to bottom in the entire vehicle. These unsanitary conditions are very worrisome especially during covid times. The vehicle also turned off while we were driving and pulled the car into oncoming traffic. Lastly when trying to return the vehicle and catch our flight we were not helped for over an hour and were not shuttled to the airport via their shuttle service until it was too late causing my family and I to miss our flight. This caused us to miss work and school.

  

  Business response

  03/02/2023

  
  Good Morning BBB Team
  
  We sincerely apologize for the inconvenience that our mutual customer underwent.  We have addressed the issue with our Management Team and our accounting department and they processed a discount for $46.00 for the inconvenience.
  
  I have attched her final bill as evidence!
  
  Our apologies again!
  
  Sincerely,
  
    
  *********************
  Manager
  Allied Car & Truck Rental/ Nextcar/Priceless
  **********************************************************
  ?If plan A doesn't work, the alphabet has 25 more letters, keep trying!

  Customer response

  03/02/2023

   
  Complaint: 19520288
  
  I am rejecting this response because:

  $46 is not a refund especially when $26 of those dollars should be a refund for the new windshield wipers we had to purchase to put on the rental vehicle. The vehicle was not only dangers to drive but also a health hazard from its filth. We tried to explain this to the facility we rented from and they didnt care. Any other family renting this could get seriously injured from this vehicle, we also looked up reviews after our experience and realized we are not the first people to have these issues and have issues with the safety and cleanliness of these rentals. $46 does not cover the missed air flight and lost wages from work due to the personnel at the drop off location and not shuttling us to the airport as we were told. I want a complete refund for this rental and I want to know the facility will also be held accountable for the conditions of their vehicles before someone gets injured or even dies. Attached is the picture of the vehicle with wiper blades that look like they have never been changed.  A full refund is required and also a health department and motor vehicle department inspection. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I was signing the contract I declined the collision insurance and then it said $10.95 and I asked the customer service rep what that was about and he stated "don't worry about that you declined." I said ok as long as I am not being charged.When I emailed their accounting **** they stated I initialed therefore accepted the *** waiver. I have no idea what that is, but specifically asked ******* and he informed me that I declined it. I was lied to and charged for it every day of my trip.I asked to be refunded for the autoexpresso as I didn't request, and they refused.The price was double what priceline said it would be.

  

  Business response

  02/22/2023

  Good morning BBB Team,
  
  We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.

  We already explained to ************* that the charges apply.
  I have attached the copy of ************ rental agreement and it has the detail of the charges that she agreed and paid.
  She signed accepting these 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!
  
  

  
  

*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. ↩