Hanan K.

Read this long review to the end. You may find in interesting and helpful for your future rentals. I tried to resolve this issue for over two months before posting this

Renalcars.com's site will take your money as fast as it could. However don't expect any support if something will go wrong with your rental.
I rented a car in Japan and had some serious issues with it. Just for the sake of not ruining my vacation completely, I ended up paying more than double when it came to trying to
Replace the rental (because it had no spare tire when I encountered a flat)
I've been trying to resolve this issue and get some money back for over two months now. All
I'm getting back are generic responses that meant to pacify me until the next time I'll contact
Them, or maybe they just hoping I'll eventually give up and go away.
I tried chat, tried email, phone (not even an 800 #), but no resolution what so ever.

Following is a transcript of a chat I had with one of their reps...

[Paul] How can I help you?
XXXX see above
[Paul] Yes, I read it. How can I help you?
XXXX any resolution yet? It's been more than a month now and no respond from your end

[Paul] Great, thanks.
[Paul] I'll just look into that. One moment please.
XXXX ok
XXXX Here is a detailed description of my experience with times rent a car in Japan
XXXX About 4 hours after I picked up the car from Narita airport (Japan), I had a flat tire. There was no spare in the vehicle and the puncture hole was too big for the pump (available in the trunk) to restore the tire pressure to drivable condition.
I had to schedule a tow truck to get the vehicle off the highway. Times car rentals sent their own tow truck which loaded the car (with all paperwork in the glove compartment) way to an undisclosed location and That was the last I've seen it since.
The next day, talking with times car rental over the phone (through a translator), they notified me that I couldn't get a replacement car under my original rental agreement. That I will not receive a credit for the remaining days. And If I so wish, I had to start a new contract which cost ed me almost double for the same exact car.
I wasn't about to argue; as I just wanted my family vacation to continue as smoothly as possible.
The arrangement for the towing was fully coordinated with times car rental at the time of the incident. However yesterday I received a phone call from them, asking me where the car was (over 2 week later), I had to repeat the whole scenario over the phone from back home.
Since I was already discussing the case with them, I asked again about a refund and they said that my contract is with Rentalcars.com and I should take it with them (Rentalcars.com).
Just to reiterate... I had to pay the original booking + the 2nd one (almost double the price), just because there was no spare tire in the car. BTW, they also mentioned that I was liable for the tow-truck and the tire charges.
I think this is outrageous.
Please get back to me ASAP with the solution for this unfortunate ordeal.
I have no documentation to submit, but I can easily produce all my CC charges to support my claim.
[Paul] That is infuriating
XXXX you can say that again...
[Paul] One moment please
XXXX k
[Paul] I'm escalating your case as it's been over 28 days
[Paul] I'll be a few more moments
XXXX k
XXXX It's very difficult to get in touch with your co. I sent numerous emails regarding this issue, but got no respond. I don't believe it is my duty to follow up. Especially when a rep was assigned to my case.
[Paul] Ok, that's been escalated. The case owner will call you before midday tomorrow
XXXX Promiss?

[Paul] hand on heart. Let me check your telephone

XXXX so far it's been like pulling teeth...

[Paul] Is there anything else I can do for you at the moment?
XXXX I'll be waiting for this call tomorrow...
XXXX what is the best email address to get in touch with customer service?
[Paul] *******@rentalcars.com
XXXX gotcha.
[Paul] You'll be asked to rate my service - me, not the company itself - at the end of this chat. Any feedback is appreciated. All the best. Have a nice day
XXXX ok
XXXX is there a way to get a transcript of this chat?
[Paul] yes. I'll send it to you

The following is the last respond I got from them by email... 10 days ago

Dear Mr. XXXX,

I understand your frustration with this current situation but amount of workers sometimes doesn't allow on calls to be made often, and that's why no one has called you yet.

Your case is being worked on and I also redirected it to the other department, so it should be taken care of quite soon.
You can always try calling us on this number *******689

I wish you a wonderful day.
Kind regards,
Andrzej

How lame is this. Basically empty promises leading nowhere.
Avoid this company. They should not be in business

Bad, Bad, Bad!