David R.

This company SUCKS big time. Avoid them at ALL COSTS.

After calling the company almost daily (since 7/16/14) to get a refund on a car we did not end up renting, we finally received an email today (7/22/14) that they will give us a full refund. However, it is going to take 2 business days for the refund to be processed and to reach our bank account. This in NOT acceptable. This money should have been refunded on 7/16 when we first complained.

It is now not about the money, it's about the disrespect for a paying customer.

Here is our experience:
1.) One month ago, we reserved and pre-paid for 2 cars for our trip to Boston. Besides the car rentals, the company promised to pick us up at the airport and drive us to our rental cars. Sounded like a great deal! However...

2.) Our flights were delayed by several hours so we notified them twice and FlightCar and said "... no problem... we're a 24 hour service...".

3.) When we finally arrived in Boston, we called FlightCar & told them we were ready to be picked up, they said they had already given away our 2 cars and they had reserved 2 cars for us at Hertz.
They also told us we'd have to go to the Hertz car rental place and they would not be picking us up.
They said all costs at Hertz would be covered by what we had already paid in advance
HOWEVER - when we got to Hertz, Hertz said we'd have to pay an additional $65 per day for insurance, or else assume all risks.
We ended up taking only ONE car and asked for a refund. (And HAVE BEEN ASKING almost daily since Wed., 7/16).

4.) The customer service we received was extremely poor. One representative even hung up on us. The biggest issue is that the Customer Service representatives do not have the authority to handle the complaints. They said in order to get a refund, we would have to write directly to the CEO. Not everyone has internet access and the customer representatives SHOULD be able to handle the complaints.

5.) ALSO, the company finally contacted the CEO for us, but he said "NO REFUND". Only after us calling almost daily has the company finally said we'll receive a full refund.

Long story short, we thought we were getting a great deal, with the extra service of being picked up at the airport, but none of the promises were kept. Our cars were given away, we had to go to Hertz and the money we had already paid did not cover the full cost expected at Hertz.

Also, the Customer Service at FlightCar was terrible. This has caused a LOT of stress with having to constantly call FlightCar and has upset the entire family due to the runaround we have been given.