21 CAR RENTAL

Business reply on Google

Hi Dear, We're sorry to read your review. After reading your comments, we were genuinely surprised because the issues you described are not consistent with how 21 Car Rental operates. In fact, many of the situations you mentioned are unfamiliar to us and do not reflect our rental process or policies. For that reason, we're concerned that this review may have been intended for another rental company or may be based on a misunderstanding. If you did rent from 21 Car Rental, we would sincerely appreciate the opportunity to investigate. Please contact us directly with your name or reservation number so we can review your rental and address any concerns. We take pride in providing transparent pricing, explaining all charges and optional services before the rental begins, and treating every customer with respect. If we've made a mistake, we're always willing to make it right.

Business reply on Google

Hi Kinga, Thank you for your feedback. We respectfully disagree with several statements made in this review. At the time of rental, all charges, mileage limitations, and rental terms were clearly disclosed in the rental agreement, which was reviewed and signed before the vehicle was released. The excess mileage charge was applied according to the terms accepted in the signed contract. Additionally, the amount that was held was not an arbitrary charge. It represented your contractual deductible responsibility, which was clearly disclosed in the rental agreement and discussed throughout the claim process. You were also aware of this deductible when you visited our office following the serious accident involving the rental vehicle. More importantly, during the rental period, the vehicle sustained significant damage that was reported and documented. Due to the extent of the damage, the vehicle had to be taken out of service and sent for repairs. Any charges assessed were based on the signed rental agreement, the documented damages, and the deductible provisions agreed to at the time of rental. We maintain detailed records regarding every rental transaction and damage claim. 21 Car Rent

Business reply on Google

Dear Ammar, We are very sorry to hear that you feel this way about your experience. However, we must respectfully clarify several important points. At the time of pickup, the check engine light was already on and visible. This was not concealed. According to our call records, when you contacted our office, you were informed that you were welcome to return immediately and exchange the vehicle for another one. Our team did not dismiss your concerns, nor did we instruct you to continue driving an unsafe vehicle. An exchange option was clearly offered. You chose to keep the vehicle overnight and returned it the following day. At the time of return, no final decision regarding re-rating was promised. You were informed that the matter would need to be reviewed internally before any adjustment could be confirmed. After reviewing the rental terms, vehicle condition records, and communication logs, management determined that the rental agreement remains valid under its original terms. For that reason, a weekly re-rate adjustment was not approved. Please also note that your security deposit was fully released. We take safety very seriously and do not operate vehicles that are unsafe to drive

Business reply on Google

We are honestly very surprised by this review, as the situation was clearly discussed and agreed upon at each step. - The vehicle was returned with an empty fuel tank, while your signed agreement clearly states it must be returned at the same fuel level. At your insistence, it was agreed that the fuel cost would be deducted from your deposit. You were shown the contract at pickup and signed confirming the vehicle must be returned in the (same level and condition). - After inspection, we discovered the vehicle had been involved in an accident. Initially, you stated that nothing had happened. However, once you were shown the before-and-after photos and videos, you acknowledged there had been a minor accident. Again, you requested that the related amount be deducted from your deposit. - During your rental period, you also received a police ticket. We showed you the citation, and you informed us that you did not have the funds available at the time and asked for the amount to be charged accordingly. At 21 Car Rental, every vehicle is documented before and after each rental specifically to avoid misunderstandings. All deductions were made based on signed contractual terms and with your

Business reply on Google

Hi Dear, Thank you very much for taking the time to share your experience. We sincerely regret that your rental did not fully meet your expectations. We would like to clarify a few points for better understanding: Vehicle condition: The car was carefully prepared before your rental, including a full exterior wash and interior cleaning. The marks shown on the headliner in the photos are permanent signs of normal wear and tear and are not dirt. These are common in vehicles in regular rental service and do not affect overall cleanliness. Odor concern: Upon your mention of an odor, our team immediately addressed it on-site with a deodorizing spray. We always encourage customers to report any concerns while still at the lot so that they can be resolved promptly, or an alternative vehicle can be offered. Pricing and rental terms: All rates, vehicle class, insurance options, and rental policies—including the policy regarding early returns—are clearly outlined in the signed agreement. Early returns do not affect the agreed daily rate, which aligns with standard practice across the industry. We truly value your feedback and are committed to continuously improving our vehicles and service. T

Business reply on Google

Hi Soe, Thank you for sharing your feedback. We would like to clarify that 21 Car Rental has never offered unlimited mileage. This policy has not existed at our company for over 10 years, and all rentals clearly specify mileage terms in the written rental agreement provided before vehicle pickup. We are not certain which company you may be referring to; however, it would not be possible for our staff to verbally promise unlimited mileage, as this directly contradicts our long-standing and documented policies. All charges, including mileage limits and potential fees, are outlined in the rental agreement, which customers are asked to review and sign prior to renting. We strongly encourage all customers to rely on the written agreement, as it reflects the accurate and binding terms of the rental. If you believe there has been a misunderstanding or if you have documentation supporting your claim, we invite you to contact us directly so we can review the matter thoroughly.

Business reply on Google

Hi Dear, We take customer feedback very seriously; however, after a thorough review of our records, we cannot find any reservation, rental agreement, payment, or customer profile matching this claim. To clarify: -We have no record of a rental, charge, or contract under this name. -No vehicle was picked up or used under the details mentioned. -The amount and scenario described do not match our pricing, procedures, or transaction history. -No payment of $1,253 was processed or retained by our company for the date referenced. We strongly believe this review is not related to 21 Car Rental and may be a case of mistaken identity or misinformation. We encourage the reviewer to contact us directly with a valid rental agreement number or proof of transaction so we can investigate further. Without verifiable information, these claims are unfounded. We remain committed to transparent pricing, clear agreements, and professional service, as reflected in our documented transactions and the experiences of our verified customers.

Business reply on Google

Hi Tyler, We’re truly sorry to hear about your experience and understand how frustrating this situation must have been, especially after a long trip with your family. We take your feedback very seriously and genuinely appreciate you bringing these concerns to our attention. It seems there may have been some confusion and miscommunication regarding the vehicle type and pricing, as your reservation was originally placed through a third-party partner before being referred to our company. While our goal is always to honor the quoted rates and vehicle class, sometimes availability or information from the referring agency can lead to discrepancies — and we’re very sorry that this caused you inconvenience. We also sincerely apologize if the vehicle’s condition or the shuttle service did not meet your expectations. Cleanliness and transparency are top priorities for us, and we’re already reviewing your comments internally to make sure this doesn’t happen again. Please know that we’re committed to improving and would like the opportunity to make things right. You’re welcome to contact our management team so we can personally review your case and find a fair resolution. Thank you again for s

Business reply on Google

Hi Jade, We’re truly sorry to hear about your experience and understand how frustrating this situation must have been, especially after a long trip with your family. We take your feedback very seriously and genuinely appreciate you bringing these concerns to our attention. It seems there may have been some confusion and miscommunication regarding the vehicle type and pricing, as your reservation was originally placed through a third-party partner before being referred to our company. While our goal is always to honor the quoted rates and vehicle class, sometimes availability or information from the referring agency can lead to discrepancies — and we’re very sorry that this caused you inconvenience. We also sincerely apologize if the vehicle’s condition or the shuttle service did not meet your expectations. Cleanliness and transparency are top priorities for us, and we’re already reviewing your comments internally to make sure this doesn’t happen again. Please know that we’re committed to improving and would like the opportunity to make things right. You’re welcome to contact our management team so we can personally review your case and find a fair resolution. Thank you again for sh

Business reply on Google

Hi Dear, We are truly sorry to hear about your experience. However, we would like to clarify a few important points to ensure transparency for all our customers: Our pricing structure is clearly listed on our official website, and no extra charges are applied beyond the legal and approved tariffs. It is our standard policy to provide every customer with a copy of the rental contract before the process is finalized. We do not and will not charge any fees outside of what is officially agreed upon, and credit card information is handled securely in accordance with data protection regulations. Our team is committed to answering all questions honestly and fully. We believe your review contains several incorrect and unfair statements, which we feel are not only inaccurate but also against the principles of fairness and ethics. We’re always open to constructive feedback and are here to help if you’d like to provide more information directly.

Business reply on Google

Hi, Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand how frustrating unexpected charges can be, especially in an already stressful situation like the airline strike. We would like to kindly clarify that, according to standard policies across all rental companies—including ours—vehicles must be returned with the same fuel level as when picked up. In your case, the vehicle was provided with a full tank, but unfortunately returned empty, which is why the refueling charge was applied. We completely understand your point about not having documented the fuel level at pick-up, and we regret any inconvenience this caused. Please know that we strive for full transparency and always encourage customers to verify and confirm vehicle condition details, including fuel level, at the time of pick-up. We value your feedback and take it seriously as it helps us improve. If you have any further questions or would like to discuss the matter in more detail, please don’t hesitate to reach out.

Business reply on Google

Hi, Thank you for your feedback. After reviewing our rental records, we could not find any agreement under your name, and none of our vehicles match the details you've described. All of our cars are 2024 and 2025 models, and we do not have any 2018 vehicles in our fleet. It seems this review may have been mistakenly posted under our company. We kindly suggest double-checking the company name and details associated with your rental ! :)

Business reply on Google

Hi Dear, Thank you for your feedback. We are truly sorry to hear that you had an unpleasant experience. Please allow us to clarify a few important points: Most 2025 model vehicles, especially newer brands, no longer come with a spare tire by manufacturer design. This is a global trend aimed at reducing vehicle weight and improving fuel efficiency, and is not specific to our company. Regarding the flat tire during your rental — while we understand this can be frustrating, a puncture caused during usage is unfortunately not within the responsibility of the rental company, as it can happen due to road conditions at any time. We always aim to ensure our rental process is transparent, and customers are informed of their responsibilities before signing the contract. We apologize if this was not clear in your case and will review our communication procedures. We appreciate your feedback and will use it to continue improving our service.

Business reply on Google

Hi Dear, We’re sorry to hear you were dissatisfied, but we must clarify a few important points: The vehicle you received was brand new and clean at the time of pickup. The $300 drop-off fee for returning the car in San Diego was part of our clearly stated policy and was not added unexpectedly. You returned the vehicle without coordination, left it in a public area in San Diego, and did not respond to our calls. Which violated the rental agreement. Regarding the parking reimbursement, we cannot honor unofficial arrangements that go against company policy. We’re committed to honesty and transparency, and we believe this review misrepresents the facts. Sincerely,

Business reply on Google

Hi Dear, We’re sorry to hear that your experience didn’t meet your expectations. However, we would like to clarify a few important points: Our pricing is fully transparent and clearly displayed on our website before booking. The rate you paid reflects the details of your reservation, including the duration, mileage allowance, and demand at the time of booking. We did not charge any additional or hidden fees beyond what was agreed upon in your contract. The $400 deposit is a standard hold and is returned after the vehicle is returned and inspected. Any applicable charges (such as for excess mileage, if it applies) are also clearly outlined at the time of rental. We take all feedback seriously, but also want to assure you that our 5-star reviews come from real customers who have chosen to share their genuine experiences. If you have any further questions or believe there was an error, we’d be happy to review your contract and receipt in more detail.