ComplaintsforYork Car Rental

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ON 1.15.2024 I RENTED A VEHICLE FROM THIS COMPANY THRU PRICELINE.COM @ THE **** OF PICKUP I WAS CHARGED $250.00 REFUNDABLE SECURITY DEPOSIT. AS OF TODAY 2.23.24 I HAVE NOT BEEN CREDIT THAT AMOUNT BACK. TRIP # *********** CONFIRMATION #YCRPGP77777075

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rented a car from 12/28/23 until 1/1/24, and when we arrived at the rental facility, at 1:00 in the morning, there were some very frustrated customers that "lost" their rentals because their flight was delayed and they showed up to the rental facility over an hour after their scheduled pick-up time. The associate was helping a woman who was yelling at him because he couldn't give her a car, and then he moved on to my reservation, which we completed with all my personal info, car insurance, and credit card. I received an email during the rental that stated "*******************" car insurance info was uploaded and verified, but thought nothing of it because I uploaded mine also, and I was on vacation so I thought it was a mix-up. When I returned the car on 1/1/24 the associate couldn't find a rental under my name. After a LONG time of reviewing the rentals it appeared that the previous associate did my entire rental, with ALL my personal information, under the rental of another renter, *************************. They used my address, email, signature, and credit card, but it was put under her name. The issue is, ******************* rental wasn't to be returned until 1/6/24 so I was charged an additional $300 for days I didn't have the rental AND I was charged for additional days for a SunPass that I elected to have, but ONLY until 1/1/24. It was such a long day of traveling, and we were all exhausted, and there were SO many upset customers in the facility, that I thought the additional money I was being charged was just my security deposit. I have reached out to the rental company NUMEROUS times and have not received a refund OR any resolution, and I'm being charged interest on these purchases that were NOT mine. AND, the car windows didn't even work and while in beautiful ******* we couldn't even put the windows down, which I didn't complain about because there were far bigger issues. I want my money refunded because it's not theirs to take or charge me for!

• Initial Complaint

  02/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Did not send shuttle to airport. Did not answer phone calls. They Canceled my reservation!!

  Business response

  03/13/2024

  The reservation is marked as No Show, the client never came to pick up the car.
  The company has a shuttle service 24 hours a day

  Customer response

  03/14/2024

   
  Complaint: 21301805
  
  I am rejecting this response because:
  We waited for 3 hours at the designated bus stop (with other individuals) and a shuttle never arrived.  I called the number we were given and no one answered, I left detailed messages and no one has ever called me back (its been over a month now and no response).  I found a different number and spoke to a rude person who still never sent a shuttle. I called same number again and spoke to same rude person who said they cancelled the reservation.  I explained my calls not being answered and no shuttle arriving to him and nothing was done!  So I stand by my statement that a shuttle never arrived and York is not delivering on what I paid in advance!  I had to pay to rent a car from another agency to get my destination over 3 hours late because their shuttle never arrived.  I tried working it out on the phone and the person said even if I could have arrived at the agency they would not rent me a car because its online only, they never sent the shuttle to get us and Im filing this claim on a scam business so other people do not lose money and time like we did.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car rental agreement was for pickup on December 23 about 2:30. Company not prepared to handle reservations properly. One person working with ******************************* line. No manager on site. I waited 2 hours and then size car I reserved was not available. Asked to wait for expected return vehicles. They claim I canceled or was a no show because I refused to wait another hour to see if they could get size vehicle I needed.

  Customer response

  01/20/2024

  Add this company to complaint

  AAdvantage Car and Hotel

  Customer response

  02/18/2024

  According to attached response, a refund of $103.42 will be refunded to my credit card. That refund has not yet been received but I will wait a few more weeks. Unfortunately, I am still demanding American Airline return 10,3000 to my bonus miles account and that might be a separate issue for which I may file a separate claim. 

  I appreciate the assistance you have provided as I believe it was helpful in producing a favorable outcome insofar as my cash payment is concerned.

  Customer response

  02/19/2024

  According to attached response, a refund of $103.42 will be refunded to my credit card. That refund has not yet been received but I will wait a few more weeks. Unfortunately, I am still demanding American Airline return 10,3000 to my bonus miles account and that might be a separate issue for which I may file a separate claim. 
  
  I appreciate the assistance you have provided as I believe it was helpful in producing a favorable outcome insofar as my cash payment is concerned.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  One of the worst rental car companies I have ever dealt with. I reserved a car through TMobile for 12/25-12/31/23. When I noticed they do not accept my insurance I inquired if we could change the rental to my partner's name when we got there and they said it would not be a problem. My partner had progressive. No mention of minimum coverage on the TMobile website agency rental section for insurance. When I arrived at the location, I noticed the business was also known as NextCar and have since found out they go by a 3rd name as well. I ended up having to pay an additional $311.94 for collision coverage. I was told the deductible had to be under $500 but when I forced them to print out the agreement they have it was actually $500 or under. Did not matter because my partner had $1,000 deductible, again this is not written in the agreement provided by TMobile. Also, they told me if we wanted to transfer it to her name they would cancel it. The people with this company told me the fee was non-refundable. They also told me that if I didn't like it I could walk. They also refused to shuttle us back to the airport. This was 12am at night I was already there 1.5 hours and had 3 hours to drive that night. As I watched 50% of the people in the rental office left without cars. I did not feel I had that option at that point in the night and signed everything for that reason. I tried to make a note that said I was taking it under duress but they voided that copy and had me start again. Do not rent from any of these companies I mentioned above. This is the most non-reputable company I have ever dealt with in my 50+ years. I paid approx $300 for the rental $311.94 for the insurance and $81 for tolls. The only amount I want back is the insurance.

  Customer response

  01/18/2024

  It has now been 19 days since I returned the car and have not received my $500 deposit back either. I have disputed this charge because there is no way they can say I approved it. The car was returned in perfect condition, I even vacuumed it.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a rental car on *********** which redirected me to economybookings.com on February 19th, 2023. The rental was through York rental car in Orlando which goes by several other names such as next-car or one switch and is off-site from the Orlando international airport. The rental period was from Saturday March 18th through Wednesday March 22nd. The listed price on the website was $97. Upon arrival and after a wait a driver brought my family to the place of business at about 10 pm. The attendent states that I must pay for their insurance. I told her I will not because I have my own. She said they only accept specific insurances from certain companies and farm bureau was not on the list. I told her I would refuse to rent if I had to buy their insurance. At the point she backtracked and said she could accept my insurance if I provided the insurance detail report. I found that on my insurance website on my phone and provided it. Next she asked if I wanted to pay $13/day additional for a ******* otherwise I would have to pay any tolls received plus $14.99 plus tax. I told her I could pay tolls with cash to which she said ok. I did not know that Florida has toll roads that do not accept cash and she did not inform me of this at the time. I signed a rental agreement. Next she asked for my credit card to pay for the car. She charged me 95.94 for the car and said she added $500 for potential damages. I told her I had not authorized her to do that and she said she didn't care, it was already done, and told me to go outside and wait for my car. Unbeknownst to me, they had already charged me 113.69 back on Feb 20th. This is already well above the decided on amount for the car. I have not received notification on the $500 hold yet but anticipate additional charges as we did go through a toll lane that I couldn't get out of because I didn't know non-cash tolls existed. They copied my signature onto several blocks on the contract that I did not review as well.

  Business response

  03/27/2023

  First, we would like to extend an apology for your experience we have as our top priority to provide a top rated service. 
  
  In regards of the tolls service, we offer an unlimited pass service for the price of $12.99 per day of rental, but this can be declined at the counter with the warning that you may receive a charge of $14.99 per day plus the cost of the tolls you go through if you do not avoid the tolls road. On the other hand, most of the toll roads in Florida are cashless, there are just a few cash booths available, for example, in Miami there are not cash booths available to use.

  According to our records, the customer inserted their card into the merchant processer for which they had to have confirmed the amounts to be paid before doing such.

  For the insurance part of the complaint, in our terms and conditions, we have a list of insurance companies that we have the certainty are transferable to rental vehicles, as the customers insurance company was not in this list we requested additional information to verify the insurance coverages, because not all the insurance companies have coverage for rental units while in vacation.

  Customer response

  03/29/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  The response does not address the fact that these business policies are predatory in nature. While it is true that a customer must decline the *******, when declining if the customer states they will just pay cash the employee should not say "ok" when cash is not an option at most tolls. They should be forthright and explain to the customer who is not from Florida that some tolls won't take cash. The requirement for only specific insurance companies is also predatory as not all customers will have the correct insurance and will not find out either the carrier or the coverage is correct until their onsite. At that point, if they cancel the reservation one-switch will keep their down payment on the car. Finally, the states cost of the car on the rental website for this particular rental did not state the full cost of the car. It wasn't until I looked at the credit card statement I noticed that they had charged that amount at booking and again at the rental facility. The responses provided are circular arguments and further indicate this business's deceptive practices.

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

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  York Car Rental would not accept our car insurance. We have Horace Mann car insurance. This car is an accredited insurance by the state of Michigan and other states. Accepted to get my car plates and tabs. We've had this insurance for 30 years and never had a problem renting a car. And yes we have rental insurance on our car insurance. They told us we had to purchase their insurance collision and liability. After going round and round for a long time we finally accepted our visa for the collision but still forces to buy the liability insurance which my insurance covers. The cost of liability insurance was $139.97. Reading the reviews on the internet this has been going on for a long time over 10 years and nothing has changed. I'm asking you to help us with this not only for us but for other people too. Please have Your Car Rental refund the $139.97. I have filled out all the required contact information for the company on your form. Also you can get the contact information from the attached contract.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/06/03) */ Reviewing the case of************, we found the following. - When the client arrives at the office we ACCEPT his CDW (Carrried by **** SIGNATURE) ; what was purchased in the office was the SLI, so There is an extra an additional charge of $139.93. The client in the office purchased SLI insurance, which provides the renter and authorized drivers with up to $1,000,000 combined single limit for third party liability claims. This charge is not mandatory. In our terms and conditions the following is specified: "Insurance is required to rent a vehicle, if you will be own insured, you must provide your insurance declaration page - which must be printed with a maximum of 48 hours prior to the pickup of the vehicle. It is acceptable at the time of pickup to present the information in the mobile app. This information must match the name last name and address of the main driver on reservation. Insurance must include a minimum USD liability coverage and provide full (collision and liability) for rental vehicle. If you will be using your own insurance a deposit to cover your deductible plus damages will be required from your credit card. We accept insurance from companies: ***************************************************************************************************************************" In this case, since the insurance was from ***********, the client should have contacted the insurance company and confirm that the insurance coverage was transferable to the car that was going to be rented. We as company are not "Self- Insured" like other large companies, for that reason we need to validate all insurance information, which is within our Terms and Conditions. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business employee is not being truthful. When I told her we have **** insurance she responded it was not enough coverage. I then told her about our personal auto insurance and gave her the name and policy number as she requested. She then told me that this insurance was not on her list of acceptable insurance companies and if I wanted the rental I would need to purchase the YORK company insurance, implying it was mandatory. Furthermore, none of this information about auto insurance was made available to me prior to booking the rental. She never requested the declaration page from our personal insurance company, which I could and would have provided.

*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. ↩