ComplaintsforCarRental 8, LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up this rental online. It stated unlimited mileage no where did ot say in the state of **. Upon arriving at airport the rental company tried to chargeable additional 600 for going out of tx. I immediately told them to cancel the reservation. I called car rental 8 to cancel the reservation. This was false advertising. The rental cover was cancelled at the same time see the attached correspondence. Where it shows it was cancelled and refunded to car rental 8. I have been dealing with this for 2 months now. I finally sent the proof from rental cover stating they sent car rental 8 the full refund. Then you see correspondence that I will be refunded. 84. Then they only refunded 42.and are telling me since it was cancelled after pick up rental cover billed th so they can only give me 50% refund. That is a lie! I did not pick up a car or use any rental coverage at all .car rental 8 says rental cover billed them but rental cover says they issued the full refund. The manager even said they could refund sending me through h*** contacting both companies. You can see the last attachment where car cover is saying car rental is keeping 50% . If it was cancelled after the fact that was their fault. I did exactly what I was told when I called from airport. This company is a fraud and customer service is worse the manager ******* tells you one thing and does another.

  Business response

  05/29/2024

  Thank you for reaching out.  Unfortunately, **************** did not pick up her rental with the supplier due to cross border restrictions.  The Terms & Conditions were listed during the booking process as well as in the final confirmation which included the cross border conditions.  The cancellation policy was also stated in the T&C prior to checkout.  Normally there is no cancellation on or after the pickup date per the conditions as many suppliers bill us for rentals not cancelled prior to the pickup date.  However, as a courtesy to the client, we were able to provide a full refund for the rental itself.  However, we still received a billing from Rental Cover for any coverage not cancelled prior to end of the pickup date.  As a courtesy to the customer, we have issued a 50% refund in the amount of $42.00 for the rental cover, however, since we have been billed for this coverage, we are not in a position to provide any further refunds.  Had the customer cancelled the ********************** Cover by the end of the pickup date, we would have been able to issue a full refund as there would not have been a billing.  If you require anything further, please be sure to let us know.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/1/24 bought a rental car through Car Rental 8 for $328.24 which I paid day of. Booking number: 39632405.Pick up 3/19 ************************************** in ******* and drop off 3/24 ***************. The car was found to be through Budget rental but the booking had all the necessary info for pickup. I later on 3/27/24 get charged $226.48 from Budget.So in short I got scammed by the initial organization that didnt actually rent out the cars and actually paid over $554 upon which is far more expensive than renting directly from any other agency!

  Business response

  04/17/2024

  We have initiated an escalation with Budget for an explanation of the charges.  It does appear that the prepayment was applied to the customer's **********************, however, he was charged locally for Loss Damage Waiver and prepaid fuel option.  We will reach out to the customer directly once we receive the final receipt and explanation of charges from the supplier.  Thank you for reaching out.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was trying to rent a car & thought I got a great deal but when I showed up at Green ****** rental they were requiring an additional $1,052 for insurance. My property liability was only $100,000 & they were requiring $300,000 & wanted me to pay for it, though I told them I would change my policy up to $300K. I couldnt pay that much especially since I already paid $335 for the rental. On the rental it said nothing else was due upon pick up. I requested a refund & the representative said I could contact the company Car Rental 8 for a refund. Ive been calling and emailing them and theyve been denying & stalling with several emails.

  Business response

  03/20/2024

  Thank you for reaching out with regard to **************** rental.  We do strive for a clear and transparent rental process and the suppliers T&C's are included during the booking process as well as in the final confirmation.  Unfortunately, **************** coverage was not adequate or acceptable to the supplier, and they attempted to charge him for coverage at the rental counter for coverage which he declined.  Green ****** has billed for the rental, however, as a courtesy to ************, we are issuing a full refund to him and addressing the issue with the *********************** Team.  One of our agents will reach out to the customer directly with the details of his refund.

  Customer response

  03/28/2024

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

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife (*******************************) made a reservation to pick -up a vehicle in *********, ******* on 3/5/24 and return it on 3/28/24. The reason for her stay in ******* is to visit her father who is very ill and expected to pass away in the near term. She made a mistake when she booked the reservation and scheduled the pick-up on 3/5; however, she did not arrive until 3/6. The Europcar representative told her the car had already been rented out to someone else and her only option was to make a new reservation directly with them (for another 3 weeks) and pay them a higher fee, which she did because she had to other option but to visit her dying father. This situation doesnt make any sense though. How can it be possible that shes being charged for 3 weeks of rental (by Car Rental 8) for a car she is not getting (they're magically unable to produce a car for 3 weeks but can produce a different car if a new and more expensive reservation is made?) She made an unintentional mistake and booked the wrong pick-up date; however, that shouldnt prevent Car Rental 8 and/or Europcar from (i) providing a vehicle now (especially if shes being asked to pay for the full rental period), (ii) allow her to return the second vehicle she was forced to get or (iii) allow her to cancel the initial reservation (since the funds have already been taken from her account). It is incomprehensible to me that two large and reputable corporations (such as Car Rental 8 and Europcar) are unable (and unwilling) to find a way to solve this problem. Reservation information is as follows: Car Rental 8 Reservation Booking number: ******** Europcar Confirmation: ********** Amount pre-paid: US$ ****** Selected car class: CCAR ******** i30 or similar)Pickup Date: 05/03/2024 Return Date: 28/03/2024 Europcar Reservation Europcar Confirmation: ********** Amount paid: ** $ ******** Pickup Date: 06/03/2024 Return Date: 28/03/2024

  Business response

  03/18/2024

  Thank you for sending this query over.  We are sorry to hear that the wrong pickup date was booked.  One of our agents has already escalated this case to the supplier, and apparently our voucher was applied to the rental agreement and the customer was charged an upgrade charge to the car class that was available when they arrived the next day.  We explained to the customer to contact Europcar in an effort to exchange the vehicle for the car class they booked in an effort to get the upgrade charge removed.  We sincerely apologize for any inconvenience caused.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight from ********* to ****** the day the rental started was cancelled 10 minutes before leaving and I was put up in a hotel, and took a flight out the next day at 6 am. On arriving at ************** Europcar, I was told that because I didnt call them the day before to save my already reserved and payed for **** 500, they had rented it out from under me. And that they didnt have any comparables, and that they would only put me in a ******* Tucson. And that instead of a free upgrade, it would cost me $750 US more for the duration of the trip!!!! I needed to be elsewhere immediately and couldnt haggle, car 8 was unavailable by phone at 10 a.m. ****** time, and didnt want to lose the $650 Id already paid to car 8, so I acceded. Totally unacceptable, but I had no choice. I received my credit card statement with a $1355.16 charge from Europcar. Car 8 has basically blown me off with slow walk bulls**t about not getting the info from Europcar after 3 months of pushing them. Do not use these jokers unless you enjoy grief!!

  Business response

  02/09/2024

  ****************** experienced a flight delay and was not able to pick up his rental as scheduled.  Any flight delays should be reported to the supplier as the vehicle can be treated as a "no show" if it is not picked up on the scheduled date & time and a billing will take place.  ****************** did not contact the supplier regarding his flight delay and showed up the following morning to pick up his rental. Because the supplier was not informed of the delay nor was any flight information provided, unfortunately the vehicle was not held.  The supplier (Europcar) did agree to honor the prepayment and offered a larger vehicle that was available at the time involving an upgrade charge.  We have been trying to get the supplier to refund the upgrade charge as a courtesy to the customer and after several escalations we are still awaiting a response.  The other charges that ****************** incurred were for "options" not included in the prepaid rental including a cross border fee and some charges for damage to the vehicle.  We asked the customer if he was aware of any damage to the vehicle, however, have not received his response.  

  We would suggest that ****************** contact his airline or make a claim again any possible travel insurance for any additional expenses resulting from his flight delay.  In the meantime, we are continuing to following up with Europcar with regard to a courtesy refund of the upgrade charge and will let him know as soon as we hear back.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CarRental 8, LLC accepts payments freely from end consumers that are not accepted at the Car Rental agency they work with. My example is a car rental on 1/14/2024 that went to Budget using an Apple Card which is a credit card using the MasterCard network. Budget does not accept this payment, and CarRental 8, LLC freely takes a $75 cancellation fee to cancel it. They would not allow a full refund when discussing with their customer service on 1/18/*************************** knowingly allows non-fully-refundable payments for services they cannot ultimately deliver.

  Business response

  01/22/2024

  We are sorry that this rental did not work out for ************ due to the credit card policy.   As a courtesy, we have refunded the $75 cancellation fee to the customer which they will see in the next 3-5 days as all credits do go through a process.  With this refund, he will have a full refund of the prepaid amount.  The supplier's conditions are listed during the booking process and also in the final confirmation as we do strive for a transparent and problem free rental from beginning to end and we are sorry if the credit card information was unclear of if the customer missed this.

  Customer response

  01/22/2024

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for car rentals in the ****** area and thought I was searching on kayak. I saw that there were free cancellations but I got redirected somehow to carrental8 without realizing it and ended up booking a car through them which I paid for with my debit card. I booked this reservation for 10/10 but after receiving a confirmation email stating that my reservation was booked for 10/11, I wanted to cancel my reservation which I was told would be a fee of $75. To avoid the fee, I kept my car rental but made an adjustment to include the day of my arrival. Since I prepaid with my debit card, there was no reason to believe that I would not be able to use my debit card to pay the deposit and the remainder of the rental charge when I arrived to pick up my rental. Upon arrival, I was told that they do not accept debit cards nor do they accept cash for payment. I was not told that debit cards were not accepted as a form of payment when booking. Since I arrived at the time of pickup and was not allowed to complete my rental, I was unable to cancel my reservation. I was able to successfully rent through another company apart from carrental8 but was still charged for the car rental 8 booking. After reaching out to them, I was told that I could not get a refund. I reached out to further inquire as to why, they told me that I was considered a no show even though I did arrive onsite and was denied rental. They still refused to refund me.

  Business response

  12/09/2023

  Thank you for reaching out.  Unfortunately, many suppliers do bill ** for rentals not picked up and FOX is one of them.   We strive for a transparent and problem free rental from beginning to end, and you were clearly informed that this supplier does not accept Debit Cards in the Terms & Conditions prior to check out and in the final confirmation.  We are sorry if you missed this important information.  We will reach out to FOX again on your behalf to see if they will consider making an exception under these circumstances and authorize the refund.  We will reach out to you directly once we hear back.  Thank you.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/3/2023 we were scheduled to pick up a car in ***** but we did not pick up the car since when we arrived everyone from Europcar was gone. We contacted them for a refund but they asked us to call back week after week and they have yet to return any money to us which is why we are seeking assistance from the BBB.

  Business response

  11/22/2023

  Thank you for reaching out. A  full refund in the amount of $429.25 was issued to you on 11/15/2023.  We do apologize for the delay in getting the refund facilitated, however, we are a third party and the information needed to be verified with the supplier and approved for a refund.  Please accept our sincerely apologies for any inconvenience caused.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a rental car on 20 Sep for pickup at ****************** on 21 Sep, returning to *** on 23 Sep. When I arrived at **** the next day, they did not have a reservation in their system, and were unable to honor my reservation as they had no cars available. I had to book a car through Budget at my own cost on the spot. Car Rental 8 took no responsibility for the situation and refused to provide me a full refund, claiming that they were not at fault.

  Business response

  11/09/2023

  ****************** booked a rental on our website on 9/20/2023 as stated, however, the pickup date booked was 9/28/2023 (not 9/21/2023) which would explain why the supplier did not have the booking in their system when he arrived at the ****************** on 9/21/2023.  It seems ****************** cancelled the booking online and was charged the normal $75 cancel fee.  We are sorry that the customer experienced an issue with the ********************** dates on our site and as a courtesy to the customer, we have refunded the $75 cancel fee today.  With this refund, ****************** will have received a full refund in the amount of $130.96.  We will reach out to the customer directly to inform him of the refund.

  Customer response

  11/10/2023

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been waiting for a refund for over 3 weeks.

  Business response

  11/01/2023

  We are in contact with ************ with regard to her refund.  Her booking was cancelled in our system on 10/4/2023 and a full refund was issued to her in the amount of $130.96 on that date.  We have escalated this to our accounting department who was able to confirm that the refund was indeed issued from our end on that date and the refund was sent to the customer's account that day.  Proof of the refund was sent to the customer.  We have provided the customer with a "Refund Letter" from our credit card processor and informed the customer that she will need to contact her bank and provide them with the information on this refund letter and they will be able to trace the refund for her.  We sincerely apologize for the inconvenience, however, the refund was made and processed from our end timely and correctly.

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