ComplaintsforKyte Car Rental

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a loyal customer of **********************, I consistently enjoyed great service and frequent email and media promotions that offered competitive rates. However, my experience took an unexpected turn when my account was closed without prior notice. Upon contacting customer service, I learned that my account closure was due to the repeated use of a promotional code, which was apparently against their policy. Unaware of this rule, as the code was found online, I was surprised and disappointed not only by the account closure but also by the lack of communication or warning regarding this policy. I am seeking clarity on why my account was closed without any prior notice or opportunity to address the issue.

  Business response

  11/12/2024

  The customer's account has been suspended as a result of atypical charges, trip modifications, manipulation of credits or refund requests. In accordance with the terms and conditions of Kyte, we retain the authority to refuse the utilization of our services and the rental of our vehicles at our sole discretion.

  Customer response

  11/14/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am writing to formally reject the response provided regarding my complaint (********). I want to clarify that, despite making modifications as instructed on your website, I have not received any refund or credit. As a long-standing customer, I am confused about the reasons for my removal from the system and require further details on the mentioned credit and the refund process. Please provide a comprehensive explanation and resolution regarding these issues.
  
  Sincerely,
  
  ****** **********

  Business response

  11/16/2024

  We regret to inform you that we are unable to provide a comprehensive report on the cause of the customer's account blockage. Due to this limitation, we are unable to outline the specific trigger that led to this action. We are concerned that disclosing this information may potentially enable other customers to manipulate our system. We kindly suggest that the customer in question contact us directly so that we may provide further clarification on this matter.

  Customer response

  11/18/2024

   
  Complaint: 22546218
  
  I am rejecting this response because: I appreciate your assistance in bringing my issue with Kyte to light. However, I must reject ****** suggestion to contact them directly. I have already attempted to communicate with **** several times without receiving a satisfactory explanation for my account blockage. They failed to address my concerns, specifically regarding the use of a publicly available promo code I obtained from media sources.
  It is unreasonable to expect that I would know this usage was not allowed. ****** refusal to discuss the matter further leaves me without a clear resolution. I hope the BBB can assist in facilitating a more transparent dialogue with **** to resolve this issue fairly.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two months ago, KYTE Car Rental contacted me after I returned the car to their driver (who said everything looked fine). They said there was a nail in the tire and that they were holding my $300 deposit for the tire. I asked for proof, and they sent a dash photo that said there was a tire pressure warning with no date. I took my own photo when I exited the vehicle, which had no such warning, and sent them the dated image from my phone. They then re-sent the same photo with a superimposed text that said "taken on..." I asked to talk to someone and they wouldn't give me a phone number. I asked for a manager and they wouldn't provide information. I asked for a photo of the damage and they said there was a nail in the tire but they wouldn't show me any proof. After many back and forth in this manner, they stopped writing back. Then today they said they had taken $60 of my deposit and refunded the rest. Mind you I never spoke with anyone or saw any proof of any damage. I'm not sure what can be done but we are furious about what felt like a hostage situation. I am positive this is a scam they use to get extra money from their customers. Can you let them know that there has been a complaint of fraud?

  Business response

  10/31/2024

  Hi ****,
  
  I wanted to let you know that we have not received a response from you on September 14th but I have escalated your concern to our Claims Team and they will be reaching out to you as soon as possible to provide assistance and guidance.
  
  To help streamline the process, it would be really helpful if you could reply to the email they previously sent regarding your claim. Responding directly to that email will ensure your message goes straight to the Claim Specialist handling your case for a more efficient communication.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint about an unjust charge from Kyte, a rental car company. I rented a car from October 2nd to October 10th, 2023. On the night of October 9th, a tire pressure light came on. I immediately had the tires checked, and there was no issueno flats or damage, only a sensor problem, which was beyond my control.Despite this, **** has charged me and held my deposit, claiming the vehicle is under inspection. I have contacted them multiple times but have not received any inspection report or update. Additionally, I was unnecessarily referred to a claims adjuster.I request that **** provide the inspection report and remove this charge, as the tire light was a sensor issue, not a result of any damage.

  Business response

  10/31/2024

  Hi TaNita,

  I see that you were in contact with our Claims Team. It would be most beneficial to reply directly to their previous email regarding your claim. This will ensure that your response is received by the Claim Specialist who is handling your case, resulting in more effective communication. You can anticipate a response from them within the next ***** hours.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 2nd Kyte charged me a parking fine for a total of $312, which is a park fine for an unpaid parking cost on August 16 2024 at 9:37 pm - August 19 2024 at 2:28 pm. However, I have already returned the car to **** on August 16 2024 at 9:00 pm. The parking fine occurred after I returned the car, and is still charged me. It is so unfair, therefore I request a refund immediately.

  Business response

  10/13/2024

  Hi there! I have reached out to the team and I will get back to you the soonest we receive an update. We appreciate your understanding.

  Customer response

  10/13/2024

   
  Complaint: 22411838
  
  I am rejecting this response because: the complaint is not resolved, Kyte is letting me wait for the response.
  
  Sincerely,
  
  Hongbang Chen

  Business response

  10/14/2024

  Hi there,

   

  We appreciate your patience and understanding in this matter. I have already made a follow up with our team.

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22411838, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Hongbang Chen

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Kyte pretty consistently this year and have never had a problem. I had a one day rental over a week ago and though is was supposed to be less than $50, they ended up charging me $117.30. Then this morning they added a $217.00 charge with no explanation. I have been on hold with "customer service" for over 30 minutes and supposed "chat" service has said it'll be less than 2 minutes for 25 minutes now. I assume the charge is an error and cannot reach anyone to resolve the issue.

  Business response

  10/08/2024

  Hi Virginia. Looking at your trip, a receipt was sent when you completed the online booking. Return Fee
  
  Qty 1 $24.00
  Delivery Fee
  Qty 1 $24.00
  Suv Vehicle Rental
  Qty 1 $49.99
  Service Fee
  Qty 1 $10.00
  Subtotal $107.99
  Total excluding tax $107.99
  San Francisco Sales Tax (8.625%) $9.31.
  
  I resent the receipt to virginiansullivan@gmail.com for your reference.
  
  Also, a data error caused us to process incorrect charges on tolls yesterday that's why the $217 charge was refunded yesterday. I sent the receipt to your email address.
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have just been charged 893 USD for crossing the jersey Washington bridge and the *** toll ( This is around 20 bucks worth ) !! Plus my deposit has not been returned !!893 In outrageous tolls charged 500 deposit still not returned 300 USD to rent ************** ---> Total for a one day rental !!!!This is absolutely unacceptable and outrageous, I have been on hold for a representative for over 2 hours now, on chat and on phone !!You people are literally now just stealing from customers !!!I DEMAND to be contacted about this situation **** I have tried keeping calm thinking its just an error that will be corrected, but the complete utter silence from customer support on your end seems to tell me this is the way you operate, empty peoples cards and just never answer. Hoping some of these cases drop once claims are presented to credit card companies !!!

  Business response

  10/08/2024

  Hi Janiel, I am so sorry about the high toll charge you received. A data error caused us to process incorrect charges on tolls yesterday. We've refunded $893 to your card ending in 0324 for the overage. I also added a $10 credit to your Kyte account for the inconvenience. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a vehicle from Kyte rental for me to get back and forth to school and work with my daughter September 7th - 15th. When the person dropped the car to me it wasnt cleaned properly. So I took pictures and video of the car and the stuff left there. When I returned the car Kyte is saying that its paint in the trunk which I never used. They are disregarding my video and pictures I sent to them and trying to withhold my deposit. I called today and now its a crack in the head light which was never mentioned in the emails they sent to me. Now they are trying to keep my 300 deposit for something that had absolutely nothing to do with me. Also on the phone the csr didnt even want to help me figure out whats going on and was very rude.

  Business response

  09/26/2024

  Hi, Zaire! The processing time to resolve a claim really depends on the specific details of the claim and the time needed for car repairs. We aim to resolve claims within 10 business days, but sometimes it might take a bit longer. In cases where we need to work with another insurance carrier for recovery, the process can stretch out to ***** days. But don't worry, you'll definitely receive an initial estimate within 15 days. Keep an eye on your spam inbox too, just in case our emails land there.

  Customer response

  09/26/2024

   
  Complaint: 22340851
  
  I am rejecting this response because: There was no accident for insurance companies to be involved. So now I feel like Kyte Rental is trying to add way more on to what's happening. The original problem was the company trying to say I'm being charged $50 for a cleaning fee now its more being added on just so they can keep my $300 deposit. As I'm writing this response they keep trying to take money out of my account some of the charges are duplicated. I will add the pictures for proof.
  Sincerely, 
  Zaire *****

  Business response

  09/26/2024

  Hi ********,
  
  Upon checking, it appears that our Claims Team has not yet sent an email to you. I will immediately reach out to them and ask that they contact you directly at ******************************.
  
  We appreciate your patience. You can expect to receive a response from our Claims Team the soonest possible

  As for the charge, the last charge was $22.38 for the toll while the $50 cleaning fee didn't go through. 

  Customer response

  09/26/2024

   
  Complaint: 22340851
  
  I am rejecting this response because: Im not sure if youre looking at the right account.  My name is Zaire not *********. Please double checking your records. 
  
  Sincerely,
  
  Zaire *****

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** put $75 on my credit card for a speeding ticket I received but it was for 5 miles over in a school zone but school was not in session. So I called to contest and **** refuses to let me contest the speeding ticket. I have requested a billing adjustment or a credit for a future rental because I clearly was not speeding and I should have had the opportunity to present my case.

  Business response

  09/22/2024

  Hi there! As the designated driver for your Kyte trip, you're responsible for handling any tickets or citations received during the rental period. If you've received a physical ticket, we strongly advise settling it as soon as possible. Should we get a notice from the issuing authority about any unpaid citations or tickets during your trip, we will process the payment on your behalf and charge the cost to you, along with a $35 administrative fee.

  Customer response

  09/22/2024

   
  Complaint: 22313165
  
  I am rejecting this response because:

  It is not a legal ticket. It was a camera ticket that captured me going 35 in a 30 school zone on July 12 but school was not in session then so the speed limit was in fact  35. Without informing me, **** paid the ticket and charged my credit card. I contacted the courthouse to open the case and once the ticket is paid, they close the case permanently. Had **** made me aware of the illegal ticket, I would have gone to court and had the ticket thrown out. **** themselves says "we rely on a third party vendors" so they have no idea how they are hurting their customers. ********** bad business decisions to rely on another company should not be my problem. I've requested the $75 returned to my credit card. 

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

  Business response

  09/23/2024

  Hi *****,

  I see that you have already reached out to us and were advised about our citation policy. Please check our FAQ page at *********************************************************************************** more information. Thank you for your understanding.

  Customer response

  09/23/2024

   
  Complaint: 22313165
  
  I am rejecting this response because:
  

  KYTE has refused to address my issue. They continue to pretend like they simply don't "understand" my issue and direct me to "policies" that don't address the issue whatsoever. **** continues to be deceitful and has placed $75 on my credit card and won't answer a specific question. 20 emails later...I have ONE question: Why would KYTE not give me the opportunity to go to court to fight a bad ticket? They cannot and will not answer that here, or in emails to me. Stealing from customers is disrespectful to customers. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kyte rental car company, ************* has sent multiple fraudulent bills to my credit card, first, in July: 09, 22, 25,27, 29. Then when I reported this all to BOA **** and they sent a new card with a different number. 2 more quickly appeared: 9/03 "toll"; and 8/21 "citation". I have never heard of their company and never used them. Their "phone number" is a recording that says they don't have a phone!. 55% worst star ratings online. Can anything be done? Hopefully my payments were blocked thru BOA

  Business response

  09/07/2024

  We have reported this to Kyte's upper management. We will be in touch as soon as possible to discuss this further. Although if its more convenient for him, he may send us a message directly via **********************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident and they literally were paid twice and need to reimburse me $7000, and are impossible to get in touch with. I asked to speak with a manager 8 times, and they would not transfer me.

  Business response

  08/27/2024

  Our supervisors have informed our Claims Team about the customer's dispute. Please allow them a few business days to respond to our customer's concern.

*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. ↩