ComplaintsforVermont Rental Cars

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23, I was double charge for a rental car service, and a few days later they double charge for the deposit we had to pay for the rental. I asked the company to refund my money and they said they could not do it because my card was canceled. I explained to them that I was a victim of fraud and I had to cancel my card to avoid any risks and asked them to refund me to my new card. I've written to them emails and tried to call them but I did not get answer. Finally, after weeks of trying to communicate with them, they answer and told me they couldn't refund me but, instead, offer credit for next rentals which I don't think I will be doing since I do not live in the area they rent . It is over 600 dollars they owe me and I need the money for my day to day not on a credit I will never use.

  Business response

  05/08/2024

  Per our agreement with *************** we are only able to issue refunds to the original card charged. Although we approved a refund, the customers bank has rejected the refund because the customer canceled their account. This refund was then issued as a credit against a future reservation or the customer can reach out to their bank and instruct them to accept the refund from Visa. 

  Customer response

  05/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   so, you are saying i lost 600 dollars because of your systems mistake and you cannot do anything? I have tried to talk to my bank to accept the refund but they cannot reactivate my old card in order to avoid being a victim of fraud again. is it possible that you talk to **** and ask them to do the refund to my new card? or is there another way you can refund me? a check or a transfer? i cannot accept the credit because i doubt i will use it since i am not from the area and i really need my money back.
  
  FAQ
  
  Regards,

  ********

   

   

  Customer response

  05/26/2024

  I have not heard from the business in response to my complaint.

  Business response

  05/28/2024

  Refunds are available to the original form of payment only. No other method of refund is possible. The customer must accept a refund through the original bank card.

  Customer response

  06/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  As I explained it is not possible for me to accept the refund in the card that I used for the rental because the bank won't activate it again. They want to avoid any risks of fraud been made to my card again. You had one month before this incident happen to me to refund me in to that card  and you didn't, so now I am asking for you to find a way to give me my money back because otherwise I will be losing money. I know you have certain policies but there must be another way to proceed when things like this happen. It is not possible that I cannot get my money back because of your mistake. 

  An when it comes to have credit from your car rental company I don't think I will used it because I don't live in the area. Renting from you when I live far will only result in me spending more money for the extra costs of you dropping the car in my area and I DON'T NEED THAT when there are cheaper options closer to me.

  SO PLEASE, I am asking you to understand my situation. Six hundred dollars is not an amount I can allow myself to loose. I don't know how else to ask you to find a way to refund me, because I know there must be another way,

  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  06/04/2024

  We must remain complaint with the term of service that we agree to with **** and Mastercard. Part of this agreement includes not issuing refunds through any method besides the original payment method. Banks have in place mechanisms to accept refunds for cards that have been canceled due to fraud prevention measures. These methods vary based on the individual bank, however, transitionally, the bank will reach out to us directly with their preferred method of receiving the refund. You need to reach out directly to your bank and explain that their was a double booking on your card before you deactivated it. The merchant has agreed to a refund, but can only do so to the original payment method on file. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a rental car through Vermont Rental Cars and they charged me a $250 deposit fee. I ended up canceling my reservation before the cancelation fee window. A week later I contacted them because I had not been refunded my security deposit. They then charged me another fee of $47.70 for a cancelation fee.I've tried contacting them via phone and email and they have blocked my phone number, so I have no way of getting ahold of them.

  Business response

  10/21/2022

  We have spoken to you a half dozen times this week. As we explained before, the cancellation fee was waived and your account was refunded earlier this month. After we process a refund, we have no control over how long it takes for your bank to release the funds. Prepaid debit cards like Chime should never be used for rental cars because these banks have their own strict policies on holding refunds from Car Rental Firms. You need to contact your bank. We have released 100% of the funds to them.

   

   

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