Rentalcars.com Reviews

Name: Rentalcars.com
Rating: 1.15

1.2 Rating 336 Reviews

3 %

of reviewers recommend Rentalcars.com

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1.2

Based on 336 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 8%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Rentalcars.com 1 star review on 17th March 2024

Anonymous

Rentalcars.com 1 star review on 2nd February 2024

Nadine

Rentalcars.com 1 star review on 23rd January 2024

Anonymous

Anonymous // 01/01/2019

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“A very bad 👎 company.”

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Posted 1 year ago

“It’s with regret I write a negative review – but my situation is unique. I booked a 53-day car rental from RentalCars.com. Due to personal circumstance my plans changed and I needed to cancel my booking. I requested a cancelation accepting that there would be a penalty as the booking had already started. Their policy allows bookings to be cancelled within 24 hours of the start but unfortunately, I contacted them 39 hours after the start. They said this meant I would have to pay for the full 53-day rental without using the car. I felt this was both inflexible and mean spirited given they would rent the car to another person. They were capitalising on an innocent mistake I made. They could have been fair but they chose not be to. This policy makes sense for a booking of 7 day booking but not for a 52-day booking. I was prepared to pay for a week’s rental given I had made the error but their response was ‘policy says no’. If I had a 120-day booking and cancelled one hour after the policy deadline I have a feeling the policy would still be the same. When writing to customer service I got a different service agent each time I wrote back. It felt like no-one was really listening to make a judgement call for this situation vs looking in the customer service manual to say ‘policy says no’. It’s a real shame as this has put me off the company.”

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Posted 1 year ago

“I had to cancel my reservation due to an act of God (weather) cancelling my flight to the destination to pick up the car. They still charged me $99.84 cancellation fee. Do not use this company. they do not believe in customer service and once they have your credit card number they stick it to you.”

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Posted 1 year ago

“Hi guys, I had a terrible experience with Rentalcars.com for my 13 days’ car rental (Over $2100) and lead me to think if they are a real scam. 1. There was a change of flight and arrival time by Singapore Airlines. Thus we contacted Rentalcars.com a few days earlier and asked if it was possible to pick up the car late. Rentealcars.com provided me with car supplier's contact details to liaise with. They had also helped me email them to inform about this late pickup. 2. The car supplier was well informed and thus a late collection arrangement had been made in advance. On the day of collection, I reached the car supplier outlet and my car was there for collection. However, upon checking their system, they found out that they were not able to process this booking given the reason that "booking site" had marked it as "no show", and the payment was held back by the "booking site". 3. I contacted Rentalcars.com on the spot immediately, initially they asked me to rebook on rentalcars.com, but there was no extra vehicle available as the last car was reserved/locked under my previous booking. After negotiation, their customer service staff agreed that I could book with the same car supplier there directly and call them again after that for a refund since it’s not my fault. (They should have voice record on this) 4. After I got the car, I contacted rentalcars.com, they told me that I could only appeal this case after 13 days when my rental ends. This was a bit weird and I requested to settle this earlier, but they refused and told me that it’s their policy and nothing else can be done. 5. After my trip, I contacted rentalcars.com again. They told me it would take 28 days for them to “investigate” and at the end I don’t think they had done any investigation, but simply replied me with a template email that no refund can be granted as I didn’t arrive on time. 6. I had tried to argue that we had well informed all the relevant parties in advance (we have emails as proofs, in fact, rentalcars.com had even help us email car supplier), now they just claimed that they could not honor the booking due to late arrival? And they ignored the fact that their staff had verbally agreed on the refund if I still booked the same vehicle for the same period from the same car supplier. Unfortunately, all our reasonable arguments were simply ignored by them. At such, I begin to seriously think if Rentalcars.com is a real scam. if they do not allow late pickup, why did they ask us to contact suppliers to make any special arrangement? They should inform us to cancel and rebook instead. (when we first contacted them, it’s still within free cancellation period.) And after that, they lied to customers and tried to deliberately delay the refund process so we would miss out the credit card dispute deadline. I can’t believe a huge company like rentalcars.com need to commit this kind of scam.. And as a victim we do not know if there is anything else we can do to claim back the loss. Many travellers might I talked to the car supplier (which I believe it's Hertz) at Perth airport outlet, hoping for a late pickup but unfortunately they closed at 11pm and could not wait for me to arrive. They suggested that I could pick up the car the next day at their downtown outlet. I agreed as I didn't expect there could be any issue since I had paid in full for 13 days, and collecting the car after a few hours doesn't change anything, plus, both rentalcars.com and the car supplier were informed about the delay of flights in advance. Since Rentalcars.com passed me their contact, so I assumed Rentalcars.com expected me to settle this with the car supplier on my own. 5. 6. Thus I tried all possible ways to contact Rentalcars.com on the spot as my kids are waiting on the street. Finally, I got an Australian number on chat and managed to talk to a customer service staff (who refused to give me his name at the end of the phone call) at around 1pm+. He told me he was unable to revise the booking and I could only cancel and rebook. However, there was only one car left there and had already been reserved under my previous booking. It's too last minute to make a new booking on rentalcars.com. 7. I tried to explain to the staff that it's not my fault as I had informed this late collection in advance, in fact the car supplier had also reserved the car for me right there. I did ask him to help revise/reopen the booking or offer any help. Unfortunately, he didn't offer any. He only advised me to probably wait for 3-4 hours to try again, which if I understood correctly, is probably to wait for the system to release the car under my previous booking. 8. As mentioned earlier, I left my kids waiting on the street as I thought it should be a simple and smooth transaction. I could not afford another 3-4 hours' waiting, so I asked him if I could book directly with the car supplier company since I'm here. Initially he did mention I needed to book on Rentalcars.com, but after hearing my frustration and explanation, he said he could make it an exception. I just needed to call the number after I made the booking and provided him with the booking reference number. Thus I decided to pay extra and booked directly with the car supplier company to end this drama after almost 2 hours' solution findings. 9. However when I came back and called your hotline and was told I could not get the refund as I didn't book through your website. I was really frustrated after going through all these. There is definitely a miscommunication somewhere. a) You might go through the voice record btw me and the first agent, he could have misunderstood what I mean but I believe I had made it very clearly that I could only book on the spot as their last car was locked under the first booking. At the same time I requested a refund as rentalcars.com whom could not honor me the redemption. At the end, he agreed with my request and that's how we ended the call. b) It seems there is another party involved, "thrifty.com.au" between “Rentalcars.com” and Car Supplier “Hertz or Dollar”, so probably the booking had been marked "no show" by "thrifty.com.au" instead of "rentalcars.com"? And the "booking site" that the car supplier company referred to and expected me to contact was "thrifty.com.au"? However I had booked through "rentalcars.com". Thus when I heard the booking was cancelled by the booking site, I could only assume it's done by Rentalcars.com and immediately contacted your site for assistance. It could be a much simpler issue to solve if your side could help coordinate with the other corresponding service providers/partners to find out what’s wrong and being the one point of contact instead of pushing us around, as we, as a customer, do not have a full picture on what's going on and who were involved in this process. As we have been loyal customers of Rentalcars.com for years, I sincerely hope your management could seriously look into this and see how to prevent this from happening again in future. I believe a full refund of our booking on Rentalcar.com is what we deserved as I had tried all my ways to solve this issue to keep my original booking which we had no intention to cancel if our addressed issue (simply a late or next day pick up) could be better handled. Thanks very much for reading and looking forward to a favorite reply.”

Helpful Report

Posted 1 year ago

“Do not use this company Do not use this company, the car I hired couldn’t be supplied by Sixt and Rentalcars wouldn’t return my money. Shocking bad customer service and they’ve been reported to office of fair trade.”

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Posted 1 year ago

“Patricia Millon Dec 13, 2022, 2:21 AM (5 days ago) to edinburgh Hi I have just arrived home. I can’t believe you left me stranded at Edinburgh Airport. I am 72 years of age. Returned home to conduct my friend’s mum’s funeral this morning. I live rurally and have no public transport where I live so I hope you realise the stress that you put me under tonight particularly when being late was no fault of mine. I will not be picking up the car this morning as I cannot get transport back to the airport. Patricia Millon”

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Posted 1 year ago

“Utterly disgraceful level of customer service. Spoke to 2 agents and both were completely uninterested in solving my problem leaving me out of pocket for my rental car that was unavailable causing me to rent as a walk up at the desk and not refunding my payment. DO NOT USE THIS SERVICE”

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Posted 1 year ago

“I asked for a refund for a car that I didn't rent. I never received the refund and it almost impossible to talk to someone from customer service.”

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Posted 1 year ago

“Terrible customer experience. Stay away. I have booked a car via Rentalcars.com in October 2022. Due to the change of flights, we were supposed to arrive to the airport later than initially planned. I have notified Rentalcars.com about this a day before. But when we actually came - the car has been given away and there were no cars available. The rental company said that they were not notified by Rentalcars.com. We called to Rentalcars.com and tried to urgently arrange a new car with new rental company - after long flight, tired and having small child trying to find a car at 10PM. Eventually we made a new booking by phone, but when we came to the desk - we were refused a car, as we did not have physical bank card with us, but only Apple Pay card. But the charge has been already taken and not returned. At the end... at midnight with tired and crying daughter we had to search for a taxi and drive 120km with taxi and then a week later drive back again using a taxi service. Overall, we had paid taxi almost double amount of the rent, plus also being charged for the car. I have contacted Rentalcars.com and submitted a number of complaints - but after numerous calls and tens of emails - Rentalcars.com neither compensated the cost of last rental booking and taxi cost, nor provided any explanation why in the first instance flight information was not shared with the rental company. I am a very frequent traveller (and decade long user of booking.com) and have used many different car rental companies/aggregators very often - I had never had such a bad customer experience, unfair treatment and aftercare/complaint handling... Rentalcars.com is part of Booking.com holding, and it is appalling the difference in quality and service. “At Rentalcars.com we’ll move mountains to find you the right rental car, and bring you a smooth, hassle-free experience from start to finish” – cannot be further away from reality.”

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Posted 1 year ago

“WARNING - FRAUDSTERS OR IMPOSTERS I have made two bookings in Phuket with them, both fully paid, both cancelled by them in a few days. I have received my money back for the first booking they cancelled, but not for the second one. They have wasted two weeks of my time, during which the prices have skyrocketed and the offerings have vanished. Thanks to their incompetence (or was it fraud to pump up the prices?) I have lost both money and booking. Looks like they employ all the possible sleazy business practices where they hide behind dozens of legal documents to muddy up their liability for stripping you of your cash. You think you have a contract with them once you have paid their quote? Oh, no. They can cancel your booking at any time without any reasonable explanation and send you another quote with a higher amount. And so on till you are charged 10 grand for Toyota Yaris. Avoid them by all means possible! Order ref. No.: 748936532”

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Posted 1 year ago

“Scam, scam, scam Avoid it at all cost. They will not give you your money back. I booked through them and when I arrived at the rental company to pick up the car, I have been told that I have to pay 50$ per day extra. Which was not on their contract. I tried to request refund, but they never refunded. When you call then, they just hand phone on you.”

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Posted 1 year ago

“BAD EXPERIENCE. CANCELLATION is impossible AND I lost my payment. Don't trust them, stay away from them!”

Rentalcars.com 1 star review on 6th December 2022

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Posted 1 year ago

“Read the terms and conditions carefully on what documents are required. Otherwise you lose most of your money for NO car. They also take forever to reply and confirm your booking. By which time, all originally available cars are no longer available from other companies. This is probably their ploy to hold you hostage.”

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Posted 1 year ago

“I am not able to track my claim. When I put in my reference Number online It says invalid number. I can't get through to talk with anyone on the phone. This company seems to be a scam.”

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Posted 1 year ago

“Just made a booking through rental cars.com They charged my debit card $270aud but did not send a confirmation booking Upon talking to their representative he told me no booking was there and I would have to try again tomorrow as there was an issue with their system. Upon questioning why they have charged my card and now I cannot use funds he said I can assure you it will come back in a matter of seconds. Wasted 30 mins talking to them, still without my refund”

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Posted 1 year ago

“Booked reservation in Portugal with Drive On Holidays through Chase Travel Portal, and they use Rentalcars in the background. I arrived at the location, and the company said it didn't have the reservation on its system. I contacted Chase for hours to resolve the issue (no luck). After submitting a charge back to the transaction, Rentalcars appears in the scenario. The rental car changed the story, saying we didn't show up at the location and our reservation exited with all the wrong dates and times. Chase has all the calls logged and recorded with the times. The 3 companies failed to provide good customer service. Reporting this company to BBB and FTC and the similar the authorities like to the rip-off car rental from Portugal.”

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Posted 1 year ago

“Unfortunatelly, this has been the worst experience I ever had so far in my life from a service company. I booked a car with rentalcars and while the full amount for the whole rental period has been charged, when I cancelled the booking (within the window od 48 hours) the customer rep told be that they where unable to locate my booking. I had to go back and forth looping around and repeating my self in every single correspondance (exchanged more than 30 e-mails) for them to manage to raise a ticket with their finance department for a refund. They have asked for and I provided the bank transaction recept for the amount charged. Still after one month they haven't refunded the amount and they told me that they cannot commit on a time frame and I have to be paient!!! I have informed them that if they dont settle the refund within a week's time ie end of November 2022, I will file a coplaint with the consumer protection authorities and will see each other in court.”

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Posted 1 year ago

“Terrible! We rent a car from Europcar but they ask us to pay a lot extra for the child seat, before we do that we do not get the car. Rentalcars says the amount is for 8 days, Europcar says it's for one day. Both do not come to a solution for us. Cancel the reservation costs money, getting the car costs extra money. What a thiefs!”

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Posted 1 year ago

“RentalCars.com took a booking for the closing time of their vendor, with no warning that a major brand on-airport firm was not going to be open if I was even a minute late. Arrived at the rentals building as soon as the minorly delayed flight allowed, and they had all gone home in spite of having my flight number. The one-star is because RentalCars.com have refused to refund a trip that was not taken largely through their fault. Rip-off artists, avoid.”

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Posted 1 year ago

“Do not rent from this company; they will nickel and dime you and charge you for things entirely out of your control. How am I supposed to contact a rental agency to let them know I'm running late while I'm in the middle of the air on an international flight that was delayed? And how can they NOT tell that I will be late when they HAVE my flight information? I was charged a "cancellation fee" because I showed up 12 hours late to pick up a car I had ALREADY PAID FOR, and the company HAD MY FLIGHT INFO TO KNOW I WOULD BE LATE. The company rented the car I had paid for to someone else and offered no recourse or. Rentalcars.com did the same and simply charged me for the full. The company is pure trash, do NOT rent from them. Go literally anywhere else.”

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Posted 1 year ago

Rentalcars.com is rated 1.2 based on 336 reviews