US Rentacar - Now Resolved

[Scottish-Helen]

We had a problem on our last trip to Orlando. We had booked a convertible through US Rentacar and the supplier was Budget. Upon arrival in Orlando we presented our US Rentacar Voucher but Budget could not find any record of us. US Rentacar were closed for the weekend (it was Saturday) and Budget were unable to help us in anyway as they said it was up to US Rentacar. We tried calling Budgets tour operator line as printed on the voucher but again they said we had to sort it out with US Rentacar. We went back to our airport hotel and went online and booked a Dollar Economy car for the next morning through another website.

I emailed US Rentacar that evening from Orlando to advise them of the difficulties we had encountered and to their credit they did ring us when they opened on the Monday and left a message and then emailed.

At least their customer service seems to be good... or so I thought.

This happened at the end of April and I sent the details along with receipts off to them. It is now the 10 August and still not resolved. US Rentacars are waiting for Budget and have said they will refund me for the new car that we booked £116 and our internet useage at the hotel £20. They will however NOT be refunding the £177 originally paid to them by us for a convertible that we DID NOT RECEIVE . They will pay for the replacement (which was an economy not a convertible). I have to wait to see if Budget will offer any compensation.

I was not looking for compensation so much in this matter although we did have the first day of our trip ruined by this but I am totally gobsmacked that they say they are not going to refund the monies paid to them when we did not receive our car as booked.

EDIT - WE HAVE NOW HAD THE MONEY REFUNDED!!

 

[KayleeUK]

Thats not good service at all Helen

 

[angel659]

Hi

I cant believe they will not refund the money. When its clearly thier fault. I hope someone can give you some advice on how to claim your money back.

 

[Merylj]

Did you pay by credit card? If so I would take it up with them. I`m so sorry you have been given the run around, I remember reading about it on your trip report.
Good luck!

 

[martina857]

I am sorry but I have warned on these boards so often about firms like this that I am starting to sound like a broken record ! You have only yourself to blame for booking a CHEAP car, cheapest is not always best. Book with someone with a proven track record that has been established a number of years, do your research and find out if you will be able to contact them when you land in the US (usually late at night here). This has happened to me, when Dollar would not recognise the voucher I had, I called the people in England, got them out of bed and they made a call to Tampa and within minutes I was away in the car.

Mistakes happen, but it is the ability of the firm you hire off to sort them out in a timely manner that is most important.

M

 

[UKDEB]

Well, they've just lost another customer. We used them in January this year and we were about to book again for our October trip. However, one story like this is one too many, so I won't risk using them again.

Your contract is with USRentacar, not Budget, so that's a red herring.

 

[NeilDrum]

I was in a state of panic as we have booked with US Rentacar for car rental at MCO with Budget (1st time we have used them)!!!!

I have been in touch with them explaining about the DIS Boards and due to their service with you Helen - how worried I am.

They have put me into contact direct with Budget and I have seen my booking on the Budget website, so I am a little less worried now!!!

What did make me laugh Helen is that at the end of the conversation with US Rentacar (which was in a chatroom style board not over the phone), their customer support representative said to me- 'if you do have any problems, ALL out of pocket expenses will be refunded'. This made me giggle.

I have asked for a copy of the transcript if that will be any use to you Helen?

Otherwise, go for it - these companies should not be allowed to get away with it. Good Luck!

Claire

 

[Scottish-Helen]

This situation has now been resolved with Us Rentacars, they have now refunded me for the £177 I paid plus costs for my use of the internet. It seems that they had not realised that I had hired a smaller car from Dollar. I just saw red when they would not refund me for the car I had not been able to collect.The problems seem to be at Budgets end and in fairness to US Rentacar they have always dealt with me in a courteous and helpful manner. It's just a shame that it has taken so long to sort out.

 

[yo-ho-yo-ho]

Sounds like the small claims court might be an option !!!

Well i'll not be booking with them either - its the only way these companies learn.

I know another disney site which has them as sponsors you might want to do a post there and see if you get a response. PM me if you'd like the web address.

 

[Scottish-Helen]

Sounds like the small claims court might be an option !!!

Well i'll not be booking with them either - its the only way these companies learn.

I know another disney site which has them as sponsors you might want to do a post there and see if you get a response. PM me if you'd like the web address.

Thanks for the offer but as you can see the situation has now been resolved.

 

[yo-ho-yo-ho]

Result, how did i miss that

 

[UKDEB]

Hmm. This has been going on since April, Neil mentions the DIS to them yesterday and suddenly the situation has been resolved.

Regardless of whether or not the problems were at Budget's end, your contract was with USRentacar; theirs is with Budget. They should have settled with you and then pursued their remedies with Budget.

 

[CowGirl]

Give them a break UKDeb even if they have reacted due to the thread they have reacted and it sounds like they have react positively. (all hail the power of the Disboards), I can think of a lot of companies who would'nt of bothered.

I've used them on several occasion and will continue to... Glad to hear you got it all sorted Helen. What did they say? Did they mention this thread?

 

[powerranger]

sorry to hear that someone had problems with US rentacar i have used them lots of times in the past without a hitch, they supply you with your voucher which you can then go and check with the renter ie ALAMO, DOLLAR etc you can check your booking is valid on-line before you go.

 

[squitty]

Good to know you have your problem resolved.

We have booked with usrentacar for the past 3 trips and have never had a problem with them.
We have just booked with them again for our trip next year.