ComplaintsforRight Cars Vehicle Rental

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Regarding Unresolved Issue with ****** and Right Car Rental Dear BBB,I am writing to file a formal complaint regarding an unresolved issue with both ****** and Right Car Rental. Despite my attempts to resolve the matter, both parties have refused to return the reservation fee for a car rental that I did not accept due to undisclosed fees.I booked a car rental through the ****** app with Right Car Rental (confirmation number RC1905535BA) on September 21, 2024. Upon arriving at the rental location, I was informed of a $1,000 deposit and a $200 insurance fee for one day of rentalfees that were not mentioned in the reservation details on the ****** app. Given these hidden fees, I declined to proceed with the rental contract.Despite this, both Right Car and ****** have refused to return my reservation fee. I contacted ******** support team, and while they initially promised to submit a refund request, I have received no updates, and they have since closed the ticket without resolving the issue.I am seeking assistance in getting my reservation fee refunded due to the lack of transparency regarding these charges. Below is the transcript of my chat with Hoppers support team for reference.Thank you for your help in resolving this matter.Sincerely,********* *****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented a vehicle from Right Cars in Orlando on 4/28/24 5/4/24. I booked it through Expedia and the charge was $59.51. When I called Right Cars to get information on the off-airport shuttle service I asked and was told there would be no hidden/extra fees. When I picked up the vehicle, I opted out of using their insurance for my own full coverage policy. The staff checking me in ( a virtual agent on a tv monitor) took pictures of the declaration and my insurance card from my policy. Now I have a $90 processing charge for using my own insurance policy that I came with already and the processing of had nothing to do with this company. When I contacted the company thru email they said that I opted out of the $1000 security deposit hold for the $500 deposit hold for a fee of $90 and they will not refund me. I responded that option was not presented to me and the virtual agent said to use my insurance and not theirs there would be a processing fee of $90 and the amount of the security deposit would be determined by the amount of insurance on my personal policy. I was never told about the $1000 option for no charge or I would have chosen that instead. I even asked several times why I was paying for using my insurance and she just said it was policy. I do not rent cars often but I have never heard of that before so I questioned it. There may be a recording of the conversation. I believe I should be reimbursed the $90.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Paid $44.39 upfront on 4/13 for a rental car from Right Cars with the understanding that the was the full, complete amount due for the rental. Received a voucher that stated very clearly in multiple places that there was no amount due at pickup, and acknowledged that I had declined insurance coverage. At pickup, I was told that Right Cars charges customers who decline coverage (even though I am covered by my credit card), and I would need to pay an additional amount that nearly quadrupled the price of the car. I shared the voucher I was given which clearly acknowledged I had declined coverage and still stated that I would not be charged anything additional, but the company did not accept that. I walked away from the transaction, but I did not get my initial $44.39 refunded despite not renting a car.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/11/2024, I booked a rental car on the Right Cars website. I received an email from someone called Cartrawler.com and a charge from ******, *******, for $200.99 which I immediately looked into. Right Cars confirmed that my reservation was confirmed and there were no issues.I called on the day of to confirm and they first informed me that my reservation was canceled. I pushed for more information but was told that because I booked via third party, I need to contact the company which I did. I contacted the company the next day in attempt to pick up my rental but Right Cars informed me that nothing was available.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2/9/24 I arrived at right cars to pick up a prepaid rental. I was early and tried to complete my reservation about 1:30. I was told my car wasnt ready since I had a reservation at 3:00. The representative said a vehicle was available for upgrade cost of $49. He also wanted a deposit of $800 although the reservation showed no deposit was required. I told him I would return at 3. I returned at 2:45 after I had lunch. The representative I had this time told me my reservation was canceled. He offered me a vehicle for an additional $50 over the prepaid cost since my reservation was canceled. I refused to pay additional for a vehicle that I didnt cancel. He said that there was nothing he could do. I requested a refund and he provided me with a customer service email. After email to them they replied I was not eligible for a refund because I didnt pay the deposit and I canceled less than 24 hours before the reservation.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a rental car (Purchase date Jan 28, 2024 Payment method Apple Pay Billing name ******************************* Car subtotal $45.79 Collision damage coverage $39.00 Total charged $84.79) for 02/03-6/2024 pickup at 10:30 am at Right Cars Global Rentals Confirmation Number: RC1644409BA. My flight landed at *** at approximately 10:30 am. The assigned *************** van to take me to the rental car site arrived at approximately 11:15 am. We arrived on site approximately 11:40. I stood in line at the wrong rental line for approximately ************************************************************** approximately 5 minutes. When I arrived for my prepaid rental, I was told the rental was cancelled due to be 1 hour late. I explained the above details and was informed that this was their policy and that no exceptions would be allowed. I was additionally informed that the car size and rate was no longer available and I would have to start all over with a minimum of $25.00 additional charges per day for another rental car plus additional charges. After filling a complaint, I was later informed that there was no additional cars available to rent when I could visibly see other rentals available. I ultimately had to rent from Advantage Car Rental which the contract total was $297.99, over $200.00 more than my prepaid rental rate.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contracted Right-Car rental at Orlando Airport through ******** Got to terminal (virtual agent, not in person), and had to wait for several irate customers to finish up before an opening. I started to get worried that I made a poor decision to go with low budget rental company. When it was my turn, I complied with all the required documentation (drivers license, insurance, tolls, credit card info, etc.), and when it came time to insert credit card, their reader would not work. Now the card was fine, I used it immediately before and after, and it continues to work fine at other businesses. Tried twice more at the advisement of the virtual teller, and at that point it said the rental was frozen and could not be processed. I asked what can be done, and the agent said "nothing", and I would have to come back in 24 hours. I was astonished at the lack of customer service to rectify. I had to call my daughter to drive over an hour one way to pick us up (and then another 2 hours to drop us off for return flight). So after returning from trip, I realize *******/Right-Car did not refund rental amount, even though they did not deliver (100% their fault). After contacting ******* (it was booked and paid through them), they contacted Right-Car but they refuse to refund. I have dispute with my credit card company on the transaction still pending. Not only did they cause me undo stress while traveling, they caused time away from my vacation with my daughter and are still causing me to waste time trying to be rightfully refunded. Right-Car should not be in business as they are committing fraud (accepting payment for non-delievering goods/services), and I would recommend anyone considering doing business with them to stay away.

  Customer response

  12/05/2023

  The update is that the company has finally agreed to refund the money they owe me.  I believe it was a direct response to notifying them that I had filed a report with the BBB.  Although they still caused tremendous stress, impacted my vacation time, and caused further expenses due to their handling of the car rental and general lack of customer support and awareness, the money paid to them has been reimbursed. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a car from Right Cars on Butler National Dr on Sept 3rd - Sept 10th, 2023. I was not involved in any incidents or anything near that sort to alter the car / damage it in any way. However, after return, I was charged $1,777.98 for "scratching the front bumper." I submitted pictures before pickup to show small paint chips just in case they tried to charge me in any way. And when I dropped it off I inspected to car to ensure there was no damage. The picture they sent me for "damage" appears to be some dirt/ maybe sand on the front bumper. Frankly, charging over $1700 for a car wash seems rather fraudulent. I emailed back telling them I would not pay but they said there was not conclusive evidence to dispute and they charged my card anyway. This business seems sketchy from the get-go as there was no onsite workers and when we had to pick up the car it was done through a virtual assistant on a TV screen. There was some miscommunication involved with that because her script told us there was "two options" for ****** * ******* (to pay $70 per day, or $120 for unlimited) but i assured her i did not want the Sunpass whatsoever and after 3 minutes of arguing I asked what if I just don't pay in which she replied "you can decline" and I said okay so there's three options then "to pay either amount you repeated 4x or to decline and I choose to decline." It seems rather dishonest to mislead people in that way and that I had to threaten to walk out on a non-refundable reservation over an E-pass when I told her I wanted to decline from the start. This company should not be in business due to dishonesty in their scripts and fraudulent actions.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I set up a reservation on line for a rental car. Included in the rental was supposed to be a shuttle ride to the rental company from the airport in Fort Lauderdale. I was left abandoned at the airport with no rental car and no shuttle ever came to pick me up. I attempted to call. The incorrect number was on the website. When I was finally able to get the correct number for the company I was told there was no driver to pick me up. I told them to cancel my rental at that time and I was assured I would get a full refund. That was 9/11/2023, I still have no refund and get redirected when I attempt to call. Today is 9/21/2023.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I reserved a car via Priceline website for the rental with this company. I paid 135 dollars to Priceline. Upon arriving at the business you have to use a virtual assistant. I chose to use my own insurance and I told them I did not want the sunpass because I would not be using any tolls. You are forced to sign on the keypad and you are not given anything in writing that you signed. I told them I was opting for paying for the tolls upon return of the vehicle if I used any. So I was then charged a 400 dollar deposit which is understandable. I was also then going to be charged 250 dollars for the rental. I asked what did I not pay for that with Priceline and I was told no that was just a hold for the reservation. I ended up being charged 209 dollars because she said I was "being nice" and I could tell this was something she said often to people. I left with the car and then checked my credit card app and saw that Priceline had in fact charged my card. I called the company several times and didn't get an answer so I emailed them and basically was told i can return the car but would still be charged. I called Priceline which it took a WEEK before they got back to me because they couldn't get a response from the company. I was given this statement that showed I was charged 60 dollars for the sunpass. And another charge of 150 for something that was abbreviated and gave no explanation. That ended up being for additional insurance and i was never told! I asked the company what those charges were for and they never answered about anything other then the sunpass which they claim I agreed to. This place is a total scam and they should not be in business. Having you sign forms that you do not get an explanation for and giving people zero option for return or refund is not how companies should work and that says to me that they s**** everyone and don't care. I will never rent a car in Orlando again. I was there for work and I will drive myself next time. Do not rent here!

*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. ↩