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1. Reimbursement promised but not delivered, and kept saying there is nothing they can do, they just don't care breaking their promises to customers
2. Transferred customers to a worse service due to their own operational failure and considered it a right thing to do, laughable
3. Stopped communication completely after being asked with challenging questions, how professional
4. My experience seemed to be that they give you a chance to provide feedback only when they think you are happy, otherwise, no chance to review. So don't trust the high ratings on their own website. That's cheating.
Use Flightcar for cheap price but try to record everything, because they may not keep their promise and they said there is nothing they can do afterwards. I hope this new business model can work out but the service quality is just not there. Very disappointing.
My experiences are below:
I was writing today to request a reimbursement of Supplemental Liability Insurance I paid additionally to Payless Car Rental, to which Flightcar transferred me to due to nonavailability of Flightcar on 11/12/2015.
I know what your policy is and I understand you don't refund any insurance purchased. But I think I still deserve the refund for the following 2 reasons:
1. I reserved a service with Flightcar and Supplemental Liability Insurance is included for free. If Flightcar failed in operation and had to switch the customer to a 3rd party, the service should be equivalent to what the customer reserved from Flightcar. If you were saying Flightcar thinks it is correct to switch customers to a worse service (without supp liab insurance) and refuses to reimburse the supplemental liability insurance, that just sounded so wrong. I find it hard to believe if you truly disagree.
2. Before I picked up the car from Payless, I called Flightcar and asked specifically I would purchase Payless Supplemental Liability Insurance and whether it will be reimbursed. The representative told me YES, which is the reason I made the purchase. I know Flightcar recorded the phone conversations, please check the recording on 11/12/2015. I paid because I was promised a refund, but now Flightcar refused to refund me. That's just not right.
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WORST WORST WORST. My car was left for me to pick up with candy wrappers, ground chocolate in the carpet, spilled dark beverage on the seat, a half a case of water bottles, a section of the front bumper missing, not washed on the outside or inside vacuumed. I have made several attempts to resolve this since 11-4-15…..as of today, 12-11-15 not heard back from claims.
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Our flight was to leave at 6am, which is quite early, so we have called and exchanged some emails with FlightCar to make sure they would be able to accommodate us, and have been repeatedly assured, it would not be a problem. They advised that we come over about 2.5 hours before the flight, so that they have enough time to get us to the airport. Kinda a bummer, having to wake up 30 minutes earlier than we would have to if we dealt with a normal company, but ok, I guess, it's free after all …
So, we should up at the hotel at 3:30, as FlightCar staff told us to … and find no one at the desk. There is a little piece of paper, saying to call a phone number if nobody is at the desk. I call, and get a voice mail. I ask at the hotel front desk, and they tell me, that FlightCar opens at 4. And don't believe them: how can it be, if I have an email from them telling me to come at 3:30? I call again, still no answer.
A girl named Lovely De Los Santos shows up at about 4:05, five minutes after the shuttle left, and informs us that the next shuttle is … in 25 minutes. This does not work, because our flight is at 6, it's an international flight, and checking will close by the time we get to the airport. We have already spent more than half an hour waiting for her at the desk, what can FlightCar do to fix this? She informs us that FlightCar cannot do anything. Apparently, it is not her fault, that we were told she'd be here at 3:30, she does not know who told us that (the guy's name was Billy), and thinks he just does not know what he was talking about. She can't drop us off at the airport because she is not allowed to leave the desk. Apparently, five minutes ago it was fine for the desk to be empty, but not anymore. Maybe we can get an Uber (an pay for it ourselves)? We can't, because it is 4 in the morning, and there are 6 of us, and 8 bags.
I insist to speak to a supervisor, but she refuses to give me his phone number. After some argument, she calls someone she claims to be a supervisor, speaks to that person for a while, refusing to give me the phone, and then hangs up, and says that supervisor said there was nothing they could do. I ask for the supervisor's name, and she refuses to give it to me.
I ask for her name, and she says it's Lovely, and refuses to give me her last name, because "it's personal information" (how I know that here last name is De Los Santos will become clear below).
So, we leave in a hurry, and park at Thrifty, pay close to $200 for it, and barely make the flight.
I send an email to Billy (the guy I spoke to about reservation, and who confirmed several times it would not be a problem), and explain a situation to him. He responds, and says FlightCar would reimburse our parking expense (as it should … though nothing about compensating our troubles having to waste an hour of time, and almost miss the plane). I send him the receipt … no reply so far. I have informed him, that this is to be considered their official "demand notice", and, unless I get a response within 30 days, I am going to sue them for triple the amount. And I will.
Now, back to Lovely (De Los Santos). When we get off the plane in Jamaica, there is an email from her (the last name is in the "fom" line), saying that she thinks that she left her (FlightCar's) iPad in our car. Imagine that. Not only she lost a customer today, but also an iPad. Some professional staff they employ here. Luckily, there is no iPad in the car (I have no idea where she lost it, but having seen and spoken to her, it could be literally anywhere). "Luckily", because, if I did have it, I would have been faced with a moral dilemma now: return it immediately, since it's someone else's property, or hold on to it until I get a refund for my parking expense.
This is my second time trying to deal with this company, and the overall impression is kinda as if I was trying to leave my car with a 16-year-old kid at my neighbor's, not an actual reputable business, employing competent professionals.
Really, if you can afford a couple hundred bucks (much less with a coupon and advanced reservation) for a week of parking, do that, and go with a real actual business, like Thrifty or PreFlight Parking (both are really good and professional), not with this bunch of amateurs trying to make a buck on your car, it's simply not worth the trouble.
And, if you are still not convinced this is a bad idea, look at it this way. Would you leave the keys to your car with a stranger? Well, this is worth: a stranger, you know nothing about, may actually turn out to be ok … Get it?
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We are still waiting for the refund and by now believe it is unlikely…
Do not deal with this company! They are cheaper for a reason, they will get your deposit and will not provide the car.
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Of course you never see the money, just get excuses from their representatives.
Looks like the business model is to get commission from other rental companies by referring customers.
Wondering if small claim court or BBB would be an option to get them deliver their promises. What kind of recourse shall I take?
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If I don't like/ agree to their new policy, do they expect me to come back from international trip to take my car back? How can they intermediately change their policy for cars which were given to them on old policy for certain period? Also as my car is already damaged by them, it means that they won't pay me anything for the time for which my car will be fixed at the workshop as per their new policy.
I have already spent more than what they plan to pay me now by renting out a car for taking my flight from Austin to Houston Airport. The current rate of $0.1 per mile (only as and when driven) even doesn't cover the running wear and tear of the car.
Their customer service is pathetic and they are just acting as dictators as they already have my vehicle and I am on international trip. It seems that I made worst mistake of my life by renting out my car to them.
I would recommend to stay away from flightcar as tomorrow again they may intermediately change the policy after you rent your car to them saying that they won't pay anything upto certain miles per day.
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This is the worst company in business and their mode of operations is pretty shady. they charge you money first and then are very bad about refunds.
God bless their employees and customer service people.
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I decided to take my car back. When I called them they said they couldn't rent my car out anyway because a warning light on the dash was on. No description or explanation of what light that was. And they never contacted me about it.
When I got my car I found out the light was a low tire pressure warning. It seems like this is something they should be able to handle. I drove the car home that afternoon. The next day I put air in the tires and noticed that the tires were really torn up. It looked like someone had been burning out, spinning the tires, and cornering hard to cause that much damage. The tread was uneavenly worn to almost bald in places and there were tears in the tread that made me unsure if the car was safe to drive.
Ultimately I ended up having to replace the front two tires. After a lot of back and forth on the phone and via email with FlightCar claims (who initially said it sounded like curb rash and they wouldn't cover anything) I got them to agree to pay for only half of the damage.
Later, I took a different car in after confirming the listing online, but when I got there, they told me they would no longer be able to drive me where I needed to go – not even to the airport. The only two places they would take me were the light rail station or to a different shuttle service. Both of which I would then have to pay for to get where I needed to go. I reluctantly agreed to that since I was already there, but then (after several minutes of waiting for them to inspect my car), they came back and said they couldn't accept my car because there was an "EPC" light on and the car said it needed an oil change soon. So the EPC light always comes on if you don't fully start the car. It is a push button start so likely the person got in and tapped the button which turns on lights etc and runs off the battery. This happens in any vehicle if you turn the key part way without starting. They apparently didn't get that. Then the oil change light is based on who knows what, but it was not the time or the number of miles that the last oil change sticker indicated.
But instead of working through this with me they just turned me away completely. So I drove my car back home having given FlightCar its final second chance. I'll never be back, and I don't recommend anyone else use this service either.
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In addition to this, I know for a fact that the Flight Car employees drive cars without the owners knowledge because it happened to me. I left my brand new car with this company, noticed the mileage did not add up, and asked that they do not let employees drive my car. It then happened a second time. I had to ask TWICE that my car not be driven. I was not told or given any information about the fact that the employees are allowed to drive the vehicles left with them. I wrote a review about my personal experience but wanted to further validate it with this story.
This last incident confirms my personal experience and that Flight Car is so unprofessional, I don't have words. DO NOT leave you car with them unless you are okay with your car being driven to a bar, losing the key and lying about it.
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Then when I call and ask to speak with a manager to complain no one was ever in. The excuses I received from their employees were ridiculous, and one even told me they rescheduled at a new location out of courtesy for me(ANNA). NOT! Courtesy for me would have been contating me and letting me know of the changes well in advance to give me the opportunity to check elsewhere. Then the next excuse I was given was that they didn't have any of my contact information. The funny thing is that when you are working with another company (Economybookings.com) they have all of that informtion for you.
Regardless of whatever excuse they gave me there was no excuse to cancel my reservation without my knowing. Please do not waste your time booking a thing through this company here. It will be a complete waste of your time, and when you arrive for your stress free vacation be prepared to not have your car there and stress out.
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The drop off was a nightmare and come to find out they don't drop you at your terminal they take you to the rental car terminal at DFW (Dallas Fort Worth).
The paperwork said I could pick my car up when I needed so I made arrangements (It took 14 phone calls to finally get my car) at one point they said they did have my car keys, Then they said a manager took my car to get an oil change (NO OIL CHANGE WAS DONE AND I WAS NOT REIMBURSED FOR THE TIME THEY DROVE MY CAR). They put me in a (Like vehicle for the night) if you can call a compact small car comparable to my large VW Passat!
Then the kicker like an idiot I dropped my car back off and left town!
I receive and E-MAIL WITHOUT ANY NOTICE! That they are no longer doing the monthly guaranteed $325 a month program and I have 7 days to pick my car UP!
I AGREED TO LEAVE IT WITH THEM TILL DECEMBER SO NOW I HAVE TO FIND A WAY TO GET MY CAR PICKED UP OR THEY RENT MY CAR OUT WITH A REIMBURSEMENT TO ME OF .10 Cents per mile or $7.50 a day for the first 75 miles?
WHY THE HECK WOULD I DO THAT???
AVOID THESE PEOPLE!