Business ProfileforAdvantage Rent A Car

BBB files indicate that this business has a pattern of complaints. Specifically, consumers have reported receiving charges for toll packages they opted out of a the time of rental. Consumers have also reported they have received charges regarding cracked windshields or damages of a vehicle they have rented that does not apply to them or the car they were in possession of. Consumers have reported vehicles were not made available to them at time of rental after making a reservation.Consumers have reported receiving charges for insurance packages they opted out of at the time of rental.

Advantage Rent A Car responded to the Better Business Bureau with steps they will take in order to eliminate these patterns. The following steps were provided by the business;

1)Toll packages- Our Marketing & Sales Team has created pamphlets which provide all the toll routes within the States of California, Massachusetts, New Jersey, and New York. These will also be implemented in all of our locations. Our rental agents are trained to fully explain the benefits of the E-Z Toll program and to also provide these pamphlets to the customers for them to review and determine whether or not the service favors them. The pamphlets provide the customer with the ability to view which toll roads have payment options and the ones that are automated. AEZ will continue to monitor the toll programs and ensure we are always providing our valued customers with the best services to facilitate their travels.

2)Damages to vehicles: Our Claims department works closely with our locations to ensure all damages are documented and that our customers file an incident report when able to. We will continue to review the concerns raised in order to minimize these. We will also work closely with our claim providers when documentation pertaining the claims are needed.

3) Overbooking- We are in the process of implementing a policy for overbooking.The policy will allow the locations to accommodate the customers with a competitor to complete their rental. Should the cost exceed the reserved rate, we will credit the customers for the difference. This does not include optional services. If the competitors do not have vehicles, we will accommodate the customer with a Uber ride to their destination and accommodate them with a vehicle the next day. If the customer's destination is farther out, we will cover the hotel cost for one night plus the Uber and have the vehicle available for them the next day.

In May of 2020 Advantage Rent A Car provided the following:

Advantage Rent A Car has committed to creating and upholding a universal signature standard; in which we ensure all of our valued customers expectations and needs met to satisfactory. We have implemented new policy and procedure throughout all of our corporate locations to target areas of opportunity.

Specifically in reference to Denver, we have closely been monitoring trends pertaining to incremental sales, vehicle conditions and verbiage presented at the counter. In collaboration with our dedicated sales team and Voice of the customer we have implemented the following new signage and educational tools:

Upgrades & Traction Law:
The Colorado Department of Transportation has implemented Traction Law ( Code 15) restricting specific vehicles from being on the highway during Traction Law.

During an active Traction Law ( also known as a Code 15) motorists must have either snow tires, tires with the mud/snow (M+S) designation or a four-wheel/ all -wheel drive vehicle.
Starting Aug. 2, 2019 the legislation updated requirements for drivers using state highways during winter months. Specifically, it changed the required minimum tire tread for vehicles on snowy roads to 3/16 of an inch.
Visit TRACTION LAW for more information.

The following categories are additional reasons why upgrades take place:

Person to Bag Ratio:
Our agents are trained to initiate conversation with our customers to determine the bag to persona ration. Should the reserved car class not have enough space for the person and bag ratio of the vehicle, the agent at the counter will suggest an upgrade. The customer must be able to comfortably seat all patrons with the seatbelts and cannot have luggage stopping the ability to view out of the vehicle. Should a customer not be able to abide by road rules due to luggage and persons, they will be required to upgrade into a larger class vehicle to properly accommodate.

Car seats:
A massive factor in upgrades- should a customer not plan ahead for the amount of space that will be needed to comfortably sit the children in their car seats, other passengers and bags; the customer will have to upgrade into a bigger car class to comfortably travel.

Weather:
Customers are given the option to upgrade, especially around snow season. Having four wheel drive while driving in snow allows customers the ability to drive in ease knowing they have the ability to use an all wheel drive.

Features:
Should a customer request features which are not included in their reserved class they will be presented with the option to upgrade. These features could be Bluetooth Capability, back up camera, leather seats, GPS and ect.

Rental Agreement & Summery of Charges:
All customers are thoroughly explained upgrade amounts. Digitally we provide a full breakdown of the rental agreement on our tempus device. Additionally, we print out and request our customers to sign, a summary of charges; which illustrates the expected total of the rental and any added extras. As a third point of verification we provide a printed copy of the signed agreement for review before they can get the keys to the vehicle. We have purposely designed our counter interaction to take place like this to ensure the customer is aware of the terms and agreement to the contract.

Overbooking: In 2020 BBB asked, Is Advantage Rent A Car still offering to find a vehicle at a competitors location, or accommodate the customer with an Uber ride to their destination?
Yes, we cannot for see the walk ups for vehicles rental.

Damages- in 2018 Advantage Rent A Car said they will work closely with providers when documentation pertaining the claims is needed. In 2020 BBB asked if this policy is still in place.
Yes, there is an inspection document that is given to all customers at the time of rental. Customers are explained and instructed to inspect the vehicle and annotate any damages be found, the customer as asked to complete a damage report in order for a claim. investigation initiate.

Incremental Sales- Denver:
As a proactive measure to establishing communication between our valued customers and local branch management in Denver; we have posted the following signs throughout the branch in order to establish an open line of communication. The flyer attacks the main packages/ services in which we have received complaints for -
Options and Upgrades
The purchase of additional options such as CDW, FPO, Upgrades, EZ toll ect. Is not mandatory.
Please ask for the Manager on duty with any questions or concerns you may have. Thank you.

Voice of the Customer:
Our Voice of the Customer team was formulated to trouble shoot and correct any trends effecting Advantage Rent A Car. The team is equipped with specialist who have been trained in every aspect of our field, in order to successfully collaborate with local stations on solutions. Our VOC team specializes in reporting and data collection- a monthly report is sent to all locations outlining trends which need to be corrected.

Sales team & Counter verbiage:
Our dedicated sales team, personally audits and works with our counter agents on any complaints received pertaining to agent sales methods. We have created our central reporting system- Customer Service Portal- to track and organize complaints by each agent, location, and region. This allows us the opportunity to pull the agents aside and give them the feedback we received and provide coaching's and corrective plans.

We have committed ourselves to improving the bettering both of our brands. With the implementation of new signage, our Voice of the Customer team, and new policy/ procedures. We are committed to ensuring all of our customers needs and expectations are met by eliminating patterns of complaints.

The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.

On April 15, 2019, entered into a settlement incorporated into a stipulated judgement with the Superior Court of the State of California a $4.6 million settlement involving Advantage OPCO, LLC d/b/a Advantage Rent A Car and E-Z Rent-A-Car LLC, and E-Z RENT-A -CAR Group Holding, LLC following a multi- year joint investigation into violation of California's consumer protection laws.

The settlement incorporated into a stipulated judgment which also included comprehensive injunctive terms to prevent future misconduct resolves allegations that Advantage frequently charged its customers artificially inflated prices for rental vehicle repair.

California law protects consumers from being overcharged for rental car damage by requiring rental companies to pass along discounts on damage repair to the renter. Under section 1939.07(a), section 1939.05(d), section 1939.09 (c)(2).

Advantage rents vehicles to the public at a number of California locations, and sometimes those vehicles are returned damaged. The complaint alleges that Advantage billed customers for the damages based on third party estimates that were often higher than the cost that Advantage actually paid for the repairs. California law required rental car companies to pass along these discounts to consumers, but Advantage failed to do.

The complaint further alleges that these unlawful business practices originated at E-Z Rent-A-Car and were then adopted by Advantage following the merger of the two companies in June 2015.

Under the terms of the settlement, Advantage must pay $1 million in restitution to affected consumers and a total of $3.6 million in civil penalties and costs.

Assurance was for settlement purposes only and should not be considered as an admission of guilt or finding of violation of the law. For details Click here for Press Release

Click here for Government Action