Carmelita A.
Unfortunately
Unfortunately, my experience with this company has become even more disappointing. After everything I previously experienced with this rental—including my original $447 reservation ultimately becoming an $839 rental—I have now been charged an additional $150 cleaning fee that I am disputing. I returned the vehicle on September 28 at approximately 1:49 a.m. Before returning it, I specifically took a time-stamped video of the vehicle documenting its condition. My video shows the vehicle was returned clean and in the same condition in which I received it. On September 29 at approximately 9:30 a.m., I received an invoice containing an additional $150 cleaning fee. I immediately called the company. The representative I spoke with refused to provide his name. His voice sounded like the same individual who assisted me when I originally rented the vehicle. I explained that I have a time-stamped video showing exactly how I returned their vehicle. The representative stated that the company has photographs supporting the $150 cleaning fee. I said, "Great, please send them to me." He claimed the photographs had already been sent with the invoice. They were not. I received the invoice, but no photographs supporting the cleaning charge. He then told me while we were on the phone around 9:30 a.m. that he would send the photographs again. I waited. Nothing arrived. I called back around noon and was again told that the photographs had been sent. I explained that I still had not received them. The call was eventually disconnected after the representative stated that he believed I was recording him. Interestingly, during our earlier conversation, I was told that their calls are monitored and recorded. That's perfectly fine with me because I would welcome those recordings being reviewed. They should confirm that I repeatedly requested the evidence supposedly supporting this $150 fee. As of the time I am posting this update, I still have not received the photographs they claim justify the $150 cleaning charge. I have my own time-stamped video documenting the condition of the vehicle when it was returned, and I am keeping all of my documentation. At this point, I am formally disputing the $150 charge with my credit-card company and filing a complaint with the Better Business Bureau. This experience started with a $447 reservation, increased to $839 after I had to upgrade, and now I am being charged another $150 cleaning fee that I strongly dispute. I gave the company an opportunity to provide the evidence supporting the charge. I simply asked to see the photographs they said they had. To date, they have not provided them. Future customers should document everything—take photos and videos when you pick up the vehicle AND when you return it, keep your receipts and emails, and review every charge carefully. I am extremely disappointed with how this entire rental experience has been handled.