AVOID AT ALL COSTS!!! I hired a car in Crete last week, they stole our money with an awful car, smelly, broken. They also charged an extra fee (the car was dirty from the beginning: we have photos, videos, etc.) They are very rude. It was a nightmare.
Response from united-rent-a-car.comSep 4, 2025
Dear Customer,
Thank you for sharing your feedback. We take all customer comments seriously and would like to clarify a few points regarding your experience.
As per our records, the vehicle provided was fully operational and met the agreed-upon category at the time of booking. Our team thoroughly inspects each vehicle before handover, documenting any pre-existing conditions with photos to ensure transparency. Any additional fees applied were clearly outlined in the rental agreement and relate to standard policies such as cleaning or insurance coverage.
We regret if there was any misunderstanding regarding the vehicle condition or charges, but we assure you that there was no intention to overcharge or mislead. Our staff is trained to assist customers professionally and courteously, and we are sorry if you felt otherwise.
If you have specific documentation or photos you would like us to review, we are happy to investigate further to clarify the situation.
Kind regards,
ST
Steve
Scammers
Short story is, despite paying Holiday Autos up front in full, we didn't get our United Rent-A-Car hire car when we arrived late at night at our destination airport, which put a massive downer on our holiday.
Longer story is that there a condition in amongst the many T&C's, requiring you to have a credit card in your full name. When we arrived at Rabat airport, Morocco to collect our beaten up hire car, despite showing supporting credit card statements with my full first name and the Barclaycard app showing my full first name, "United" Rent-A-Car would not accept my credit card because it had my surname and my first initial printed on it, not my full first name...
Of course, for a small fee of €250 they would have no problem accepting it...
This felt like a scam and, according to several other accounts, it was...
It turns out that the majority of credit card companies in the UK only put your first initial on the card, for security purposes apparently, so be aware...
I refused to pay the €250, as it felt like a scam and would have more than doubled the cost, which left a family of four high and dry late at night at the airport in a foreign country. Just awful really...
EDIT:
Your response is anything but sincere, it's a contrived and cynical attempt to dampen the incredibly negative feedback your company gets on this platform.
To be clear, there was no offer of alternative solutions or gestures of goodwill, just an ultimatum to pay €250 to accept the credit card, showing that you clearly could've accepted it but chose not to unless there was more money in it for you. It's a racket...
Your current rating of 2 out of 5 stars from 350 reviews betrays your company values, or lack thereof, and just because you pay someone with a decent command of the English language to respond to criticism does not justify your crooked business model. Before United, you were called Movis, which garnered an even worse score of 1.3 out of 5; you must be really proud.
You are swindlers, plain and simple...
Response from united-rent-a-car.comAug 31, 2025
Dear Customer,
Thank you for sharing your experience. We sincerely regret the inconvenience you faced during your trip.
We would like to clarify that, as per our terms and conditions, a valid credit card in the full name of the primary driver is required to complete the rental. This policy is in place to protect both the customer and our company, and it applies universally, regardless of the card issuer.
While we understand that some UK cards display only the first initial, we occasionally offer alternative solutions or gestures of goodwill depending on availability. In this case, our team followed the procedure to ensure compliance with our policy, which unfortunately led to the situation you described.
We appreciate your feedback and will continue reviewing ways to make the process clearer for customers in similar situations.
Sincerely,
United Rent-A-Car
TA
Tazi A.
"*Avis important*
"*Avis important* : Nous vous déconseillons fortement de faire affaire avec United rent car. Ce vendeur a été connu pour son comportement non professionnel, son manque de politesse et son attitude dédaigneuse envers les clients.
Les véhicules proposés à la location sont souvent dans un état mécanique déplorable, et lls ont tendance à cacher des frais supplémentaires aux clients. Il est essentiel de faire preuve de prudence et de vigilance lors de toute transaction avec ce marchand.
Nous vous recommandons de prendre le temps de vérifier minutieusement l'état du véhicule et de demander un devis détaillé avant de prendre une décision de location. Il est également conseillé de comparer les prix et les services proposés par d'autres compagnies de location pour éviter les mauvaises surprises.
*Soyez vigilant et protégez vos intérêts !*"
Response from united-rent-a-car.comAug 31, 2025
Cher client,
Nous vous remercions pour votre retour, mais nous souhaitons apporter quelques précisions importantes. Chez United Rent a Car, nous mettons tout en œuvre pour offrir un service professionnel, transparent et conforme aux standards du marché.
Tous nos véhicules sont régulièrement contrôlés et répondent aux normes de sécurité en vigueur.
Aucun frais caché n’est appliqué : toutes les conditions, y compris le dépôt de garantie et les assurances, sont clairement expliquées lors de la réservation et de la remise du véhicule.
Nos équipes sont disponibles 24h/24 pour accompagner nos clients et résoudre tout éventuel désagrément.
Nous regrettons que votre expérience ne reflète pas la qualité de service que nous nous efforçons de garantir au quotidien, mais nous tenons à rassurer nos futurs clients : nous travaillons en toute transparence et mettons la satisfaction client au cœur de nos priorités.
Cordialement,
L’équipe United Rent a Car
SI
Simon
Dreadful company.
Dreadful company.
Rented from Athens airport.
The worst car hire I have ever experienced.
Car was in terrible condition and people were complaining about breakdowns at the office
AVOID.
Response from united-rent-a-car.comAug 29, 2025
Dear customer,
We are sorry to hear about your experience. We take vehicle maintenance and customer safety very seriously. According to our records, the car provided to you at Athens Airport met all safety and maintenance standards at the time of rental.
If you experienced any issues during your rental, our team is always available to assist immediately, and we encourage customers to report any concerns so they can be resolved on-site.
We regret that your expectations were not fully met and appreciate your feedback, which helps us continuously improve our services.
Kind regards.
MR
Mickael R.
Des escrocs
Des escrocs ! En plus des 350e demandé sur place plus les 200e d'assurance car ma carte est une débit et non pas une crédit, une fois rentré en France, ils continuent a débité sur mon compte ! Obligé de faire opposition et de changer de carte banquaire ! Une vraie bande organisée, a fuir et a dénoncer de toute urgence.
Response from united-rent-a-car.comAug 28, 2025
Dear Customer,
We are sorry to hear about your experience. We would like to clarify that our terms and conditions clearly state that only credit cards are accepted for security deposits. This policy is communicated at the time of booking and at the rental desk.
The charges you mention correspond to the security deposit and the insurance coverage that was offered as an option to reduce your liability. These were not additional fees applied arbitrarily, and the rental agreement you signed confirms this.
We take customer concerns seriously and strive to provide clear communication and a safe rental process. All charges applied were in accordance with our policy and the signed rental agreement.
Kind regards.
BA
Brahim A.
Unsafe cars
Unsafe cars, wrong cars, and no refund – misleading company response
Review:
In my earlier review, I described how I experienced three separate failed bookings with Aircar, United Rent-a-Car/CarJet, each time receiving the wrong or unsafe vehicle, and ending up €449.95 out of pocket with no compensation:
• €133.27 – April booking online payment
• €151.77 – Insurance April booking
• €164.91 – July booking
Total loss: €449.95 – no refund to date.
The company has since responded on Trustpilot, but their reply is incomplete, misleading, and shifts all responsibility away from themselves. Below are the facts, and why their explanation is not accurate:
Fact 1 – First booking: “car met our safety criteria”
According to the company, the first car was “safe.” The reality: the vehicle had multiple deep scratches and dents, tires with insufficient tread depth, and an engine that sounded worrying from the moment it was started. These defects are clearly visible in the photos and videos I provided. Any expert knows that driving with worn tires – especially in wet conditions – is unsafe. I therefore returned the car within one minute.
In practice, because I booked early, my rate was cheaper than new reservations made during the high summer season. During this busy period, new, more expensive bookings are simply prioritised. Good, decent cars go to higher-paying customers, while my reserved vehicle is given away. The result: I ended up with a wreck, and for the company, a cancellation is less of a loss than missing out on a high‑revenue new booking. This has nothing to do with “safety criteria” and everything to do with profit maximisation at the customer’s expense.
Fact 2 – Second booking: “same SIPP category”
For my second booking, I reserved an Opel Astra automatic. Instead, I was given a dirty, manual Dacia Logan. The company hides behind the term “same SIPP category,” but this is misleading. The difference in comfort, transmission type, and vehicle class is significant. If an automatic cannot be guaranteed, this should be clearly stated upfront, and a truly equivalent replacement should be provided – not a cheaper, lower‑class substitute.
Fact 3 – Refunds
To this day, I have not received a single cent back for three failed bookings. Both United Rent-a-Car and CarJet either point fingers at each other or claim “no reason for a refund.” Even my bank has been unable to force a resolution so far.
Fact 4 – Customer service
My emails remain largely unanswered, and the one response I did receive downplayed the issues and subtly shifted the blame onto me.
Conclusion:
• Unsafe and poorly maintained vehicles are labelled as “safe.”
• Reservations are swapped for inferior cars without warning.
• Refunds are systematically refused, even in cases of clear breach of contract.
• Complaints are brushed off with canned responses and vague “safety criteria.”
Advice: Avoid Aircar, United Rent-a-Car and CarJet. There are plenty of rental companies that are transparent, professional, and actually value their customers.
Response from united-rent-a-car.comAug 26, 2025
Dear customer,
Thank you for sharing your feedback. We take all customer concerns seriously and wish to clarify the points you have raised.
Vehicle safety: All vehicles provided by United Rent-a-Car meet strict safety and maintenance standards. Our teams conduct routine inspections, including tire depth, engine checks, and overall vehicle condition. While we regret that the vehicle did not meet your expectations, the cars allocated for your bookings were compliant with our safety requirements at the time of handover.
Vehicle category and SIPP: When a reserved model is unavailable, we provide a replacement within the same SIPP category, as clearly explained in our terms and conditions. This ensures that the vehicle meets the same size and feature category. Transmission type or minor differences may vary due to local fleet availability, but the replacement vehicle meets the agreed category.
Refunds: Refunds are processed in accordance with our terms and the circumstances of each booking. In your cases, the reasons for non-refund were communicated to you by our local teams, including instances where the vehicle was refused or returned immediately. Any payments already made are handled according to the signed rental agreement, which outlines cancellation and refund policies.
Customer service: Our teams strive to respond to all queries promptly. While we regret if any response did not meet your expectations, every case is reviewed carefully to provide accurate and fair resolutions.
We understand your frustration and value your feedback, which we use to continually improve our services. However, all actions taken by our company and our partners are in strict accordance with the agreed terms and applicable safety regulations.
We encourage customers to review the rental terms before confirming a booking to ensure clarity on vehicle category, insurance, and refund policies.
Kind regards.
KI
Kika
À fuiiiir !!
À fuiiiir !!!
La voiture était en très mauvais état. Voiture loué à Tanger, la clim fonctionnait à peine, lorsque l'on tournait le volant faisait des à coup. Véhicule sale et vieux.
Des frais sur place de 180e m'ont été rajouté.
PLUS JAMAIS !!!!!!!!!
Response from united-rent-a-car.comAug 26, 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 important points.
All our vehicles are regularly maintained and inspected to ensure they meet safety and quality standards before every rental. The vehicle provided was in working condition, and no mechanical issues were reported at the time of pick-up or return. Regarding the additional charges, these were clearly outlined in the rental conditions and confirmed in the signed rental agreement at the counter.
We regret that your experience did not meet your expectations, but we can assure you that no unjustified charges were applied, and the vehicle complied with the agreed rental terms.
Kind regards.
HA
Horia A.
Oplichters
Wij hebben een Dacia Duster geboekt, maar deze konden wij niet meenemen omdat de papieren hiervan zogenaamd niet in orde waren. In plaats daarvan kregen wij een Dacia Lodgy mee.
De auto verkeerde echter in zeer slechte staat:
De auto had veel schade en voelde onveilig aan.
Tijdens het remmen bleven de banden doorrollen, waardoor wij drie keer bijna een ernstig ongeluk hebben gehad. De auto had totaal geen grip op de weg, wat levensgevaarlijk was, zeker met twee kinderen in de auto.
De airconditioning werkte nauwelijks, terwijl de buitentemperatuur boven de 30 graden lag.
De auto was slecht onderhouden en bovendien extreem vies.
Response from united-rent-a-car.comSep 28, 2025
Bonjour,
Nous vous remercions pour votre message concernant votre récente location.
Nous tenons à préciser que le véhicule initialement réservé (Dacia Duster) n’a pas pu être fourni pour des raisons administratives vérifiées et conformes aux procédures en vigueur. Il vous a été proposé un véhicule de remplacement (Dacia Lodgy) afin de ne pas retarder votre prise en charge.
Tous nos véhicules sont soumis à un contrôle de sécurité et d’entretien régulier, et nous confirmons que le véhicule fourni était conforme aux normes de sécurité en vigueur. Les problèmes signalés tels que le freinage et l’adhérence sont systématiquement vérifiés avant la mise en circulation, et aucun incident n’a été signalé par notre équipe lors de la remise.
Concernant la climatisation et l’état général du véhicule, nous regrettons toute gêne ressentie et rappelons que nos équipes suivent strictement les standards d’hygiène et de maintenance.
Nous restons à votre disposition pour toute information complémentaire et pour examiner vos observations plus en détail si nécessaire.
Cordialement,
