Business ProfileforE-Z Rent-A-Car, LLC

The company has requested prior to filing a complaint, please email vocteam@advantage.com, or call (407) 888-0519. BBB files indicate that this business has a pattern of complaints. Specifically, consumers have reported receiving charges for insurance packages they opted out of at the time of rental. Consumers are reporting vehicles were not available at the time of rental and are being charged an upgrade fee.

On May 11, 2020 E-Z Rent A Car responded to the Better Business Bureau with steps they will take in order to eliminate these patterns.
EZ Rent A Car has committed to creating and upholding a universal signature standard; in which we ensure all of our valued customers expectations and needs are met satisfactory. We have implemented new policy and procedure throughout all of our corporate locations to target areas of opportunity.
Specifically in reference to Denver, we have closely been monitoring trends pertaining to incremental sales, vehicle conditions and the verbiage presented at the counter. In collaboration with our dedicated sales team and Voice of the customer we have implemented the following new signage and educational tools:
Upgrades & Traction Law:
The Colorado Department of Transportation has implemented Traction Law ( Code 15), restricting vehicles from being on the highway during Traction Law.
During an active Traction Law ( also known as Code 15), motorists must have either snow tires, tired with the mud/snow ( M+S) designation, or a four-wheel/all wheel drive vehicle.
Starting August 2, 2019 the legislation updated requirements for drivers using state highways during winter months. Specifically, it changed the required minimum tire tread for vehicles on snowy roads to 3/16 of an inch.
Visit Colorado Traction Law for more information.

The following categories are additional reasons why upgrades take place:

Person to Bag Ratio:
Our agents are trained to initiate conversation with our customers to determine the bag to persona ration. Should the reserved car class not have enough space for the person and bag ratio of the vehicle, the agent at the counter will suggest an upgrade. The customer must be able to comfortably seat all patrons with the seatbelts and cannot have luggage stopping the ability to view out of the vehicle. Should a customer not be able to abide by road rules due to luggage and persons, they will be required to upgrade into a larger class vehicle to properly accommodate.

Car seats:
A massive factor in upgrades- should a customer not plan ahead for the amount of space that will be needed to comfortably sit the children in their car seats, other passengers and bags; the customer will have to upgrade into a bigger car class to comfortably travel.

Weather:
Customers are given the option to upgrade, especially around snow season. Having four wheel drive while driving in snow allows customers the ability to drive in ease knowing they have the ability to use an all wheel drive.

Features:
Should a customer request features which are not included in their reserved class they will be presented with the option to upgrade. These features could be Bluetooth Capability, back up camera, leather seats, GPS and ect.

Rental Agreement & Summery of Charges:
All customers are thoroughly explained upgrade amounts. Digitally we provide a full breakdown of the rental agreement on our tempus device. Additionally, we print out and request our customers to sign, a summary of charges; which illustrates the expected total of the rental and any added extras. As a third point of verification we provide a printed copy of the signed agreement for review before they can get the keys to the vehicle. We have purposely designed our counter interaction to take place like this to ensure the customer is aware of the terms and agreement to the contract.

Incremental Sales- Denver:
As a proactive measure to establishing communication between our valued customers and local branch management in Denver: we have posted the following signs throughout the branch in order to establish an open line of communication, The flyer attacks the main packages/ services in which we have received complaints for.

Options and Upgrades:
The purchase of additional options such as CDW, FPO, Upgrades, EZ Toll ect. is not mandatory. Please ask for the Manager on duty with any questions or concerns that you may have. Thank you.

Voice of the Customer:
Our Voice of the Customer team was formulated to troubleshoot and correct any trends effecting EZ Rent A Car. The team is equipped with specialists who have been trained in every aspect of our field, in order to successfully collaborate with local stations on solutions. Our VOC team specializes in reporting and data collection- a monthly report is sent to all locations outlining trends which need to be corrected.

Sales team & Counter verbiage:
Our dedicated sales team, personally audits and works with our counter agents on any complaints received pertaining to agent sales methods. We have created our central reporting system- Customer Service Portal- to track and organize complaints by each agent, location and region. This allows us the opportunity to pull the agents aside and give them the feedback we received and provide coaching's and corrective plans.

We have committed ourselves to improving and bettering both of our brands with the implementation of new signage, our Voice of the Customer team, and new policy/ procedures. We are committed to ensuring all of our valued customers needs and expectations are met by eliminating patterns of complaints.