E-Z Rent-A-Car

We received the car and drove to Breckenridge without incident. However, there was an indication that the tire was under-inflated, but they said that there was no one there to fix it and that this indication was common and not to worry about it. We used the car once more in Breckenridge, in the daytime, and then we kept the car in a heated garage and did not use it for a few days. On Dec. 31, we attempted to start the car to get gasoline as we have an early plane reservation tomorrow (1/1/12) at Denver. The car wouldn't start. I called the office and was told by "Ricardo" that he would talk to the manager and contact me immediately when he had instructions. Thirty minutes later, I called up as he did not return the call. He then suggested that I try to get the car started as there was no one who could help me at this time. We did, and had 3 mechanics working on the car and it would not start. All were puzzled that the only key we were given was the valet key. I called again and was put on hold for another 20 to 30 minutes.

My wife called the office while I was on hold and when I talked again to "Ricardo" I told him I did not appreciate being on hold for so long when I had this emergency and he told me he didn't appreciate me calling that the car was not working. He then hung up on me. I then called again to find out what to do and his response was just call a cab and it would be my responsibility. He then hung up on me again and never even asked where the car was. You should really be aware of this!

I called later to let you know where the car was located and the person, whose name I did not get, was quite gracious and helpful. I let him know where the car was so you can get your car back. Needless to say this kind of behavior is completely unacceptable. If the reason the car would not start was a security issue, how is one to deal with this when we were only given the valet key? If there is something else wrong with the car, we feel that you should be responsible for the $164 we had to pay to take a van to the airport tomorrow. In either case I don't believe we should be responsible and you should reimburse us for the van to Denver. In fact, we strongly feel that for all that we went through, we should not be charged at all. Since December 31, we have not gotten any response from the customer service.

I rented a car from E-Z Rent-a-Car on July 23-25,2010. I accidentally missed the lane for a toll booth, I called the rental agency in Fort Lauderdale and asked them what I should do. They informed me to pay the toll directly to FDOT, if not I would incur the charge & a penalty from them. I paid FDOT July 26 & they cashed my check on August 4th; I have proof from them as well. I received a letter from E-Z Rent-A-Car dated August 31, charging my credit card for $51 for the toll violation. I called both the 954-Fort Lauderdale number and the number on the letter for the Orlando office. The customer service rep told me I had to contact the Orlando office, which I did. All they have is an answering machine & they do not respond to the messages left. I also e-mailed them and there's been no response.

I purchased a 2003 Kia Sedona on March 2010. I was told my tag would be there before my next payment. I went back on the 23rd, my tag wasn't there and neither was my registration. Every time I went back, it would be the same lie. I received 4 Bill of Sales and he changed the paper tag 4 times also. I started getting suspicious so I went to the Department of Motor Vehicle. I was told he had not had license since January 2010. The VIN would not come up. I was told I would never get a tag. I asked him for my money back and to come and get his van. He took the van and the money.

I lost over $3000.00 in this vehicle and I was lied to. He filed false insurance claims trying to get money for the vehicle. The whole time since March, it has been a problem.

I rented a car from EZ at MCO for a business trip. I was there for less than 24 hours and only drove 38 miles. The pickup location is in a dark garage. A quick once-over of the car did not reveal any damage and I was on my way. When I returned the next morning, a shaft of morning sunlight was penetrating the garage and lit up two very small scratches on the hood.

The check-in person pointed this out and wanted me to sign a claim form for the "damage". I initially refused, because I did not cause any damage to the car -- I didn't even see the two very small scratches, and they were in an area I couldn't even reach! The check in person assured me that the form was "just for their records" and that I would not be charged for anything. This turned out to be a lie. Three weeks later, I got a bill for $500 to completely repaint the hood of the car!

I cannot dispute what the paperwork shows: there was no damage marked when I picked up the car and there was damage marked when I returned. My objection is to their twisted definition of damage. I have said it before and I will say it again: A scratch on a car is not a damage and further, charging $500 for this normal wear and tear constitutes extortion. Anyone who drives a car drives with scratches. Reasonable people use Carnauba wax and touch up paint to repair these types of minor flaws. Reasonable people do not trot off to the repair shop to have the entire hood repainted.

EZ has made their reputation as the low-cost alternative to major car rental companies like Enterprise and Hertz, and their low-cost status shows in the quality of their cars. During the month of June, I used EZ three times for business travel, and found none of the cars to be in perfect condition. They all had flaws such as scratches and dents. The fact that they want me to pay to have one of their cars hoods completely repainted for a minor scratch is laughable.

There is nothing for me to do now but report this to my insurance company. I hope their $500 is worth losing my business and the business of every other person I come in contact with. For the sake of $500 they have lost thousands of dollars in future revenue.

I copy below an email sent to the customer service department, which replied by offering a coupon for 15% off on a future rental. I found that entirely inadequate and, frankly, insulting.

Two days ago, I made a reservation for a week-long rental for my mother, who is visiting Los Angeles for the first time. I fly to LAX several times each year on business, and I usually use a different rental agency, but I recommended your agency to her because of the low advertised rate and the promise of good service---"If your plans change, we can change with you."

Unfortunately, she had a very poor experience, both in terms of price and service. After her flight was delayed 24 hours by bad weather, she arrived at LAX today at noon and proceeded to your office. Your representative refused to offer her a rate similar to the one she had reserved for the previous day, instead charging $150 more for a 7 day rental than for the original 8 day rental (a 40% increase over the $400 price of the reservation). The agent told her that the original rates "had changed" and "were no longer available" and dared her to try looking them up herself if she didn't believe him.

Of course she had no computer on which to check this website, and after arriving for the first time in a new city, after a stressful trip, and 24 hours behind on her schedule, she was in no position to negotiate. However, if she had access to a computer, as I do, she would have found that reservations are available at substantially identical rates. In other words, your agent not only took advantage of her situation in order to gouge her on the price, he also lied to her.

I'm extremely displeased by the poor service my mother received, and I'm embarrassed that I recommended your company to her. Although this was my mother's first trip to LA, and her first experience renting a car in quite some time, I myself fly to LA several times per year on business, and I always rent a car at LAX. My colleagues and collaborators fly to LA dozens of times per year.

In the past, I've rented from one of your competitors (a discount-rate agency which has provided excellent service), but I was pleased by your low rates and hoped to rent from your company in the future. However, if my mother's experience is representative of the price and service I can expect from your company, you can be sure that I'll never use it, and I'll make a point of recommending that my colleagues avoid it as well.

I'm quite unhappy. A retiree on a fixed income was overcharged on a car rental by $150 above the rate available to others, a 40% price increase.