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Complaint Details

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Initial Complaint
02/16/2023
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 rented a vehicle with Allied car rental from December 29th, 2022 to January 4th, 2023. At the time, they took a ****** deposit. I returned the vehicle on January 4th, in the same condition as I rented it, and with the required amount of gas. I was told everything was good and that they would refund my deposit in the amount of ****** within ten business days. As of today, I still have not received my refund. I have reached out to them on several occasions by **********mail. Every time I call they redirect me several times, and end up hanging up on me. I finally was able to get an e-mail address for a manager by the name of *********************. ************** referred me to *******************************. I was told that I would get my refund, but as of today, I have not. I reached out again, but now they are not responding to my e-mails. I asked for the name of a supervisor, but they refused to provide me with any information. Each time that I call I get transferred and the eventually the call is disconnected.
Business response
02/17/2023
Hi BBB Team,
Our accounting depatment processed the deposit refund of $250.00 to *********************** account ending in # ****. It usually takes 3 to 5 business days to be reflected on her account. I have attached her final bill 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
02/08/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The car I rented was infested with cockroaches. I rented the car 2/6/23 and paid over $500 for the seven days I am supposed to have the car. The business has done nothing to try and solve this issue even after I have picture and video proof. I have a baby of 3 months and the cockroaches were in her car seat. The contract number is ******
Business response
02/14/2023
Hi BBB Team,
First, we apologize for the inconvenience this customer underwent!
Our accounting department applied a 10% discount from the time and mileage or base rent.
I have attached, *************** final bill as evidence.
Sincerely,

*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Customer response
02/14/2023

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.

******************************************************
Initial Complaint
02/08/2023
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.
Rented a car from here through my credit card. When I arrived the fees for 6 days amounted to Double what i already had paid. Paid for tolls ($10/day) that i didn't go through. People were waiting so long in line they started to complain. I personally was third and waited an hour. It rains a lot in PR, the wipers were not in good condition for driving. To add insult to injury the car was full of cockroaches. I accidentally drank from a cup which a cockroach crawled into. They were hiding under my clothes and hitchhiking their way into my Airbnb. When I looked up directions on the way back I saw 2 months ago on ****** reviews, someone else also had cockroaches. All the reviews complain of excessive hidden fees and poorly managed cars.
Business response
02/16/2023
Hi BBB Team,

Our accounting department processed a refund of $31.49 on *************** card ending in 9275.
Please allow 5 to 10 business days to be reflected on her account.

We apologize 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
02/16/2023

Complaint: 19364180

I am rejecting this response because:
I informed the attendant that the car was full of cockroaches when I dropped it off. Every single person on ****** has complained of there being cockroaches and or fire ants in their car. Or something mechanically wrong with the cars like bad windshield wipers and the air pressure tire light coming on which both things I also experience. I called on Wednesday yhe 8th, spoke to three different people they told me they would follow up in an email response in 1-2 days and then ignored my emails never followed up to the request and blocked my phone number when I tried to call to ask why they haven't been following up on the email. Your rude response about going through every letter of the alphabet is exactly indicative of how you run your company and I will call the health department on you next.
There is plenty of evidence to show negligence on your part there are literally dozens of people complaining about cockroaches online for many months..
They are literally an invasive species that carry disease and you are literally sending people into hundreds of airbnbs and on to hundreds of airplanes with the knowledge that you're giving them cockroach infested cars.

Sincerely,

*************************
Initial Complaint
01/17/2023
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 have been charged for 2 days of however I returned the car less than 24 hrs after pick up. I arrived at Pricless car rental before 2pm and arrived at the airport before 3pm. Why does it say I returned the car after 3pm?
Business response
01/19/2023
Hi BBB Team,
Our accounting department processed a refund of $120.54 to Mr.Blau account ending in 4021.
I have attched his final bill as evidence.
Sincerely,

*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Initial Complaint
12/28/2022
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.
I been trying to contact allied car rental because I rented a car back in October and the front glass cracked they didnt gave me back my deposit however I filed a claim with my insurance and they are requesting me to submit a repair order form for the glass Allied refuses to send me a copy. This is the worst rental place in ***********
Business response
12/29/2022
Hi BBB Team,
Our accounting department processed a refund of $250.00 on ****************** account ending in ****. This refund was made on 10.26.2022.
I have attached the final bill as evidence of the refund processed.

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
12/21/2022
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 rented a car in October in *********** *******. I paid a $250 deposit. Upon returning the vehicle I was told I would receive my full deposit no problem just wait a few days. A couple weeks later I called to see why I did not get my deposit and I was told there were some paper work issues for many rentals at that time but rest assured within a few days I would get it. Now its been over 2 months and no refund yet.
Business response
12/23/2022
Hi BBB Team,

This is a hold confusion, we only placed a hold of $340.37 and from that hold we charged ****************** the balance due for her rental which was $81.50 and the rest was released. Please note that she is not going to see this transaction as a refund because it was only held for security reasons.

See attached illustrations for more clarifications and I have attached her final bill as evidence.
Sincerely,

*********************
Manager
Allied Car & Truck Rental/ Nextcar/Priceless
**********************************************************
If plan A doesn't work, the alphabet has 25 more letters, keep trying!
Initial Complaint
12/02/2022
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 rented a car Oct *****, 2022; Contract # ******. I gave the required $200 deposit. I have called about 10 times to get my $200 deposit returned to me and have been getting the run around. Looking at my contract they typed in the wrong information (which looks like it was done on purpose, so they wouldn't be able to get in contact with me, i.e, wrong phone #, city, state, and zip code). That information is suppose to come directly from my drivers license. I received in an from ********************* on 11/17/22 stating $200 was released, but the $200 in not in my account. When I called again, they said, maybe the bank is holding it, it takes 3 to 5 business days, then 7 to 10 business days. My response: **** of America or any bank doesn't hold its customers money, just because you sent an email doesn't mean the $200 was released. Just like you were quick to take $200 give it back in that same manner. When they transfer me to the ******************** the phone either just hangs up or says mailbox is full. When I call back to talk to a supervisor, I am told, there is no one else to talk to, they can either send an email or transfer me to the ******************** Seems like I'm am getting the run around. I told the rep, I am not going away, just return my deposit as promised. Awful customer service.
Business response
12/05/2022
Hello, attached is a summary of charges and the event viewer, as you can see on the bottom line of the fist page, on 11/17/2022 at 12:14PM the deposit was released from our end. This might be a misunderstanding, because when a deposit is released, you do not see a refund, you should see that the charge is not there. I hope this clarifies.
Customer response
12/06/2022

Complaint: 18513139

I am rejecting this response because:
Whether it is a refund or a deposit; it has not been returned to my account. As I told the representative, just because you sent the email does not mean it was released. I checked again this morning, NO REFUND OR DEPOSIT for my $200 has been placed in my account from when I returned the car 10/26/2022 to today, 12/6/2022.

Sincerely,

*********************
Business response
12/08/2022
Good morning BBB Team,

We received your case for rental agreement #****** and it was verified with our accounting department and the amount was released on 11.17.2022.
I have attached the copy of the release as evidence.

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
12/08/2022

Complaint: 18513139

I am rejecting this response because: My $200 deposit has NOT been returned to me as stimulated when I gave them my $510.00, per the contract attached.

Sincerely,

*********************
Initial Complaint
10/24/2022
Complaint Type:
Sales and Advertising 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.
Rented a car 9/10-9/12/2022 that had a lot of documented & photographed pre-existing damage at the initial rental which the company does not provide you with a damage notation at the time of rental. Over a month later I received an unauthorized $7,631.50 charge to my credit card with no notice or explanation. Several calls were made to reps that keep transferring calls until the 4th phone representative stated you were charged for damages that's why. This company is committing fraud by charging customers for damages not caused by the person charged.
Business response
11/30/2022
The Charges were made because of extensive damage to the underside of the vehicle rendering it un-drivable. Attached are photos of the damages with the original estimate.
Customer response
12/01/2022

Complaint: 18306433

I am rejecting this response because: Allied Car & Truck Rental Company violates the False Claims Act, Fraudulent Billing of customers credit cards, billing unauthorized charges of false accusation of damage claims,or allegations of wrongdoing by customers that are untrue and unsupported by facts.

Allied Car & Truck Rental knowingly rented a damaged rental car to a customer without 1) providing notice to the customer of all known prior damage and conditions and, most importantly, 2) do not provide rental customers with the opportunity to document at checkout the noted pre-existing damages. Allied Car & Truck Rental, A trusted merchant of the public, CHARGED this unknowing/unsuspecting customers credit card $7,631.00 for prior pre-existing damages on a rental car that savvy licensed auto adjuster customer documented on the cell phone at the time of rental Pick-up, Saturday, September 10, 2022, before rental facility of all the very obvious existing and same fraudulent post damages claimed.

As a licensed claims adjuster and auto damage claims specialist, it was documented by cell phone and with a witness that will attest under oath the verbal notation by me that this car has so much damage that I must note damages before taking this car.

Fraudulently, unknowingly, unsuspectingly, on October 19, 2022, this trusted merchant Allied Car & /Truck Rental charged the credit card $7631.00.The customer immediately contacted this merchant on October 19 with several unsuccessful calls that ended with being hung up on, transferred a few times,and then told I would get a follow-up from accounting, which never occurred.

Allied was requested after the fraudulent charges to provide any alleged supporting damages specific to after customer ********************** return. ******************** was asked to verify the customers documented pre-existing damages before customer ********************** and provide their prior proof of car inspection before car rental. An ethical rental car company will have inspection proof before rental and after each rental, and before any repairs and alterations of alleged damage would have provided photographic evidence.The customer has provided documented proof that Allied Car & Truck damage estimate written on November 30, 2022, actually lists all prior pre-existing damages on the rental car before customer ********************** with photographs and in a written statement. Allied Car & Truck is committing fraud and, possibly worse, erroneous racial charges against various ethnic groups; nevertheless, the customer will pursue all legal and public notice actions necessary to eradicate this fraud.

Sincerely,

*****************************
Initial Complaint
09/08/2022
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.
8/17 I was charged a total of $****** for car rental and all additional fees. This amount included a ticket violation of $260. I was informed at the time of drop off that if i paid the violation at time of returning the vehicle i would be reimbursed the deposit of $250. Also the the violation stated if i paid with in **** days there would be a 30% discount. I paid the violation with in two days of violation.Rate charge ***** AUTOEXPRESSO ***** ************** ASST ***** TOLLS ***** *TRAFFIC VIOLATION ****** WIND AND TIRE **** CUSTOMER FACILITY FEE ***** CUSTOMER FACILITY FEE ***** STATE TAX ***** STATE TAX ***** MUNICIPAL TAX **** MUNICIPAL TAX **** AIRPORT CONC REC FEE ***** AIRPORT CONC REC FEE ***** VECHILE FEE ***** ENERGY RECOVERY FEE ***** TOTAL ****** PAID - ROUTES WEBSITE ******
Business response
09/09/2022
Good Morning BBB Team,

We already explained to ********************************** ,our policy for traffic violations. As per our accounting department, what happens is that the charge $260.00 includes taxes. We charged her the total amount of the tickets without discount $260.00. We cannot apply discounts because the state charge us the full amount.
On section 4, Rules and Conditions of the rental agreement that ********************* singed specifies this information:
4. Responsibility for Damage, Loss, Tolls, & Infractions. You are responsible for all damages to or losses of the Vehicle, including damage or loss
caused by collision, vandalism, theft, weather, and road conditions, regardless of fault. You are responsible for: (a) the cost of repair of the Vehicle; or
(b) if the Vehicle is not repairable, or if we elect not to repair it, the fair market retail value of the Vehicle on the date of the loss less ************* (c)
Loss of Use; appraisal fees; towing, storage, and impound charges; and a reasonable charge for our administrative expenses. You must report all
accidents, theft, or vandalism to us and the police as soon as you discover them. You are liable for all tolls (Tolls) and parking citations, moving
violations, fines for toll evasion, and other fines, fees, and penalties (each an Infraction) assessed against you, us, or the Vehicle during this rental.
The Vehicle may be equipped with the ability to pay Tolls electronically, and you may purchase a pre-paid toll service from us (as described on the
Face Page). Certain toll roads do not accept cash payments. If you do not purchase a pre-paid toll service from us and travel on a cashless toll road
without making alternative payment arrangements, you will be charged the fees described on the Face Page. If charging authorities notify us that we
may be responsible for an Infraction, you agree that we or a processing firm (Processor) may, without prior notice to you, pay the Infraction plus
applicable taxes on your behalf directly to the appropriate authority. If we or a Processor choose instead to transfer liability for an Infraction assessed
against the Vehicle during the Rental Period to you personally, we or the Processor will charge you an administrative fee of up to $50 per Infraction.
You authorize us to release your rental and payment card information to charging authorities and the Processor for processing and billing purposes
and authorize us or the Processor to charge all payments for Tolls, Infractions, taxes, and administrative fees to the payment card you used at the time
of rental.

Sincerely,

*********************
Manager/Allied Car & Truck Rental ***********************
Customer response
09/09/2022

Complaint: 17933426

I am rejecting this response because: The issue not this discount on the violation ticket. It is regarding the security deposit not being returned. Sales associate assured me that if I pay the total of 531 which included the violation amout of 260$. My security deposit would be returned. Once again this issue here is NOT RECEIVING THE SECURITY DEPOSIT BACK in the amount of 250$

Sincerely,

*****************************
Business response
09/12/2022
Good Morning BBB,
As I explained before to *********************, that is a Compoany policy and we have to follow it.
That is our final resolution for this case.
We apologize for the misundersting.
Sincerely,

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

Customer response
09/12/2022

Complaint: 17933426

I am rejecting this response
So the policy states if we receive a ticket violation we can't not receive the security deposit? Even if it was paid for?

Sincerely,

*****************************
Initial Complaint
05/03/2022
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 4/28 I rented a vehicle. It turned out to be *****-infested. I didn't notice when we originally picked it up because it was dark, the dealership was only ******************************************************************* work and traveling. They are understaffed so you have also have to wait a long time to get the paperwork done and then about another ***** minutes before someone actually brings you your car. By the time we got it, it was 1:30am in the morning. I noticed the the car smelled a little weird and that the tank was only half full, but the guy who brought us the car had left already and I was too tired to wait any longer so I just took a picture of the gas and left.The next morning on my way to the beach I also noticed that the seats had some water stains on them and that there was what looked like dog hair.. I also noticed a small black bug that I tried to kill but got away. When we were coming back my partner noticed a large German ***** crawling in the back seat and killed it with a towel. We went back to the airbnb to take a shower and when we opened to car door to get in, we noticed the car was infested with roaches. One even crawled up my partner's leg and she had to kill it with her bare hand. When we called the company, they agreed to send someone to tow the car but when he came, my partner had to get back into that disgusting car and drive it onto the street for it to be towed. Our plans for the night were ruined because it took about 4 hours from the time we called to the time we had the new car. I sent an email explaining what happened along with 4 videos showing the roaches in the car and saying that I expected not to have to pay anything. They responded with an apology and a $45 credit, that I told them was an insult after what had happened. After some follow up emails that were not responded to, they eventually gave me an additional small discount that amount to $90 total. I still paid $271 out of pocket and want a FULL refund.
Business response
05/04/2022
Good morning *******************,

We sincerely apologize for the inconvenience caused. We worked on your case with our accounting department and have discussed the problem with our administration team to make all the necessary improvements to prevent this event from happening again.

Our accounting department made an additional discount for one day of rent of $30.18, the same is for one day of compensation for the inconveniences suffered, in turn, the unit was changed from **** to **** to correct the incident.

In order to keep our clients satisfied, my corporate office authorized another additional discount of 15% of your basic rate and the same amount to $22.63.

We apologize again for the inconvenience and enclose your receipt with the discounts issued!

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