I went on your site to book a car, partially picking the location to pick it up as the criteria. Beforehand I got an email from Expedia about my rental car and it was at a different location. I went through you, not Expedia, so I was surprised. I called and checked and discovered it was also at a different location - not as convenient as the one I thought I was going to, so it took longer to get to the site. When I got to where the GPS took me, I didn't see any sign with my rental car outfit listed. I drove around the area and came back to the location and had to park just off a very busy road as the gate was closed to enter. I finally went around the gate and found a not very helpful person who told me my agency was there "too", We pulled in, and he started complaining where we parked (no where did it say where to park - I was just being dropped off). I grabbed my paperwork and sent my wife/ride off. In the process of getting the paperwork done I showed them my driver's license and was then informed I would be limited to 50 miles a day and .75 per mile over. I was leaving on a trip early in the morning and discover this now. I asked where it said that in my paperwork as I had not seen that. I had also put in my address ahead of time and no one mentioned this limitation. He would not give me my money back. All I could do was call my ride back and leave. VERY FRUSTRATING AND VERY UNPROFESSIONAL. I called Expedia and all they could do was to write the outfit an email and ask them to return my money. NO HELP AT ALL. I am informing my organization to never use that rental car company again, and I'm highly suggesting they never use Kayak or Expedia in the future. If you all read all the fine print ahead of time, you are one in a million. Put it upfront. DON'T hide your policies.
They are scammers, look at their reviews, as a well known respected company like kayak you should not do business with these people, everything I paid for via your website was inaccurate, they changed the price and baited me and many others, they do gross fraud and abuse and I have reported them to the Florida district attorneys office. You should immediately stop doing business with them.
The phone case set up was terrible, hard to hear agent, hot. You then hit me with hidden fees and insurance. Never got the car - i canceled. There were also 2 people ahead of me that canceled as well. AWFUL experience
At pick-up, I learned that the rental fee was only the smallest part of the cost. Additional fees and cost were added until the total price was about three times the quote. I used American Express card to reserve the rental, at pickup I was told that Zoom does not accept American Express. I decided to not go through with rental. A most unpleasant experience. Never Zoom Rent a Car again!
The pickup and drops experience was terrible. This was clearly a scam company trying to squeeze every penny. I was charged extra because my deductible was “too high.“ The pickup experience took over an hour, employees were making up information and then backtracking, lying about information, wouldn’t disclose terms when explicitly asked, and pretended they couldn’t hear me when I challenged information. This was an awful experience.
This was an extremely frustrating and disappointing experience at the Orlando International Airport location. I prepaid for my rental and arrived after traveling with a child, expecting an efficient pickup. Instead, I waited in a long line only to be told at the counter that I would be required to purchase over $200 in additional liability insurance from the company. I explained that I carry active liability coverage under two personal auto policies, including one issued in Florida, and provided proof. Despite this, I was told my coverage was “not sufficient” and that the vehicle would not be released unless I purchased their policy. This requirement was not clearly disclosed at the time of booking. Presenting a mandatory $200 add-on at the counter — after a long wait and while traveling with a child — felt like an unfair and aggressive upsell tactic rather than a legitimate requirement. I declined and was left without the vehicle I had prepaid for, causing unnecessary stress and inconvenience. I am requesting a full refund and expect a response from management clarifying this policy and addressing this situation appropriately.
