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I have never had such a terrible experience
I have never had such a terrible experience with a car rental company as with United Rent A Car. What happened to us was not just inconvenience, but outright unsafe and a complete failure of service. Empty tank at pick-up: the first car was delivered with an empty tank. We immediately had to put in €40 of fuel. Within 15 minutes the car broke down on the highway, with our baby in the back. Unacceptable. No help from emergency hotline: the hotline answered once, promised to call back, and then left us without any response for hours. We had to arrange our own tow truck (€100) and incurred an additional €62.98 in roaming costs just to get help. Replacement cars: appointments to deliver replacements were repeatedly not kept (delays of hours). Both replacement cars were substandard: old, dirty, damaged, and again delivered with an empty tank. Unsafe and poorly maintained: one replacement car had a broken headlight, which even led to a police fine of €15. Unfair payment practice: the local office tried to force us to pay cash at a very poor exchange rate. For the main charge this was corrected, but for the additional driver fee (€90.19) the bad rate was still applied. The result: two full days of our holiday lost, unnecessary stress with our child stranded on the highway, and extra costs we are still trying to recover. In short: United Rent A Car is unreliable, unsafe, and customer-unfriendly. I strongly advise anyone never to rent a car here. -‐--------------------------------------------- This comment is in response to the company’s reply. We exchanged several emails with them, but despite the evidence we provided, they continue to deny everything and take no responsibility. Honestly, if it were possible to give less than one star, I would have done so. For transparency, I’ve also filed an official complaint with the Direction de la Concurrence, de la Consommation et de la Répression des Fraudes of Morocco.
Response from united-rent-a-car.comSep 14, 2025
Dear Customer, Thank you for sharing your feedback. We are truly sorry to hear about your dissatisfaction. However, we would like to clarify a few points. Our vehicles are regularly maintained and inspected before being handed over to customers. Breakdowns can happen unexpectedly, even with well-maintained cars, and in such rare cases our emergency line is available to assist. If there were delays in communication, we sincerely apologize, but our records do not indicate unanswered calls without follow-up. Regarding fuel, all vehicles are delivered according to the rental conditions, and any discrepancies should be reported at the time of pick-up for immediate correction. As for the exchange rate, all charges are clearly explained in advance and follow local regulations; there is no practice of forcing customers into unfair payments. We regret that your experience did not meet your expectations, but we assure you that safety and customer service remain our top priorities. Many customers rent with us daily without incident, and we work hard to resolve any issues as quickly as possible when they arise. Kind regards, United Rent A Car