Carolina Rent A Car and Van

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Andre, first thing we are not a scam. We are a legitimate car rental business. Secondly, you returned a car that was absolutely trashed. There was marijuana residue and ashes throughout the car . I have very detailed pictures, which i wish i could share on here. This was the dirtiest car i've seen in years. We attempted calling you and texting you well over 15 times asking for cleaning fee payment. You avoided us completely. We then charged your card for the cleaning fee, which we are entitled to do. Still , in a sprit of Goodwill we will write off the difference still rightfully owed to us. Again , if you want to call and discuss please call us.

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I'm sorry that your interaction with us wasn't ideal. God bless you and we wish you well. We have been in business for 26 years and do not operate in a shady manner. Our terms and conditions are printed online and on our rental agreements. A couple of reasons why we can't rent to you. 1. We are a local car rental company. We rent to people that live in the Greater Charlotte area. You live in Asheville and have an out of state driver license. Its not typical to drive 3 hours away, to another city to rent a car. Also Georgia is not a border state with NC and you driving to Georgia to rent a car after our rental is also a concern. 2. We do not allow our cars to be used for food delivery apps or ride sharing. Clearly you were using our vehicle for Door Dash, you even had Door Dash food carriers in the car and the 400 miles per day you put on the rental car is further proof of this. 3. We are notified when our cars are overnight at rest areas. When people travel this is common, when its in the city you live in it becomes a concern. We do not allow people to live in our rental cars. 4. When you throw things in our office, slam doors, and scream at our staff, you are not welcome in our bu

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Thank you for you comments and feed back. I would love to speak with you about this situation. You can reach John our Fleet Manager at 704-596-6424. Update: I have not heard anything from you, so I wanted to start by addressing your concerns: Mike is the location Manager and most likely that is who you spoke with during your rental time or one of the other staff on the Rental side. Normally we like the customer(your Husband) to contact us so we can discuss the issues with them and they are the ones that sign the rental agreements. We are a locally owned company and our main business is Renting cars and in doing so we do not allow mileage abuse, so the miles you travel and destination is a concern and we inform you of that during the rental process. We are very detailed in our response to bad reviews because there are two sides to every story and we want our side told. We explain our qualifications and policies at the time of rental and they are listed on our website and you have a choice to do business with us or not. Yes mileage is very important to us, because that is one of the three main things customers look at when they purchase a car, so we do not allow customers to abuse th

Business reply on Google

First off i want to apologize if your interaction with us was not great. Our qualifications are simple. We need a drivers license, credit or bank issued debit card, and at least liability insurance that will extend to the rental car ( all in the same name). When your son came in he didn't have a credit card or bank card in his name. When you came in to rent the van you didn't have insurance in your name. We asked you to get a policy in your name or be added on another persons policy as an additional insured not as a rated driver. You then added yourself to his policy as a rated driver and the liability coverage would not extend to the rental van. I watched this interaction and stepped in to try and assist you because you did not qualify. Against our policies I tried to accommodate you and was willing to bend our requirements to help you in renting the van as you were in obvious need. But then you said never mind, you would go somewhere else!

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Please contact our office and we can explain the charge to you. This was for a toll violation. Sometimes we are notified months after the rental by the toll authority. Please call our rental office so we can email the toll documents to you. Update 9/14/2022 Customer has never made contact with us to look up and explain the fee. The person complaining is not in our system as a renter, so we have no way of knowing who rented the vehicle so we can reach out to you. Once you provide a credit card for a rental it is only used for charges associated with that rental. If you see a charge after the vehicle was returned it is normally for some type of fee we received from a state or city for tolls, parking fines, or photo citations. If you call us and ask for a manager we can explain in precise detail what the charge was for, as we just don't make up fees to charge you later down the road. Everything we do is based on the rental agreement you sign, nothing more!

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I have spoken to your husband and explained the issues. Is everyone in your family going to write a 1 star review of us? This make 3 reviews now. I think they call this review bombing!

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Please , I don't think it is OK to have all your friends and family write 1-star reviews for an issue that was your fault. It clearly states to call and confirm reservations. We have more information that we need to hold a vehicle for you.

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Mr. Marquez thank you for taking time to leave a review. Please allow me to look into this for you as we do not like our customers to be unhappy. I will follow up with you once I get a little more information on my side. Update: I tried calling you to discuss what happened and the time line of events, but I received a message stating your voicemail was not set up. I found several records relating to your reservation. I see you reserved this van on 7/5 online, and you did not follow the instructions posted online for travel outside our geographical areas. On 7/6 you called in to confirm the reservation was made and had questions on the rate and mileage. On 7/20 @9.56 am we called you to confirm the reservation and get some much needed information prior to rental but your phone had a voice mail that was not set up yet. On 7/25 @ 10:34 we tried calling you again to confirm your reservation and we received the same message about a voice mail not yet set up. At this point we sent you an email to contact us about your reservation. When you called us on 7/27 @14:07 and did not identify yourself as needing to confirm a reservation and provide the information we needed. On this call you sta

Business reply on Google

Thanks for taking the time to leave a review. Please call Mike at 704-596-6008 ext. 100 to discuss this issue. I looked in our reservation system and did not show a reservation for you and according to the system no trucks were showing cleaned and available. We could have one ready for you by 9 am if you would like, just make your reservation online at www.carolinarentacar.com. We will work towards making you happy on your next rental and we do appreciate your business! Update 6/10/22: Management has tried contacting you several times with no success. From auditing the phone log, some details you left out was you called in the morning asking availability and did not make a reservation, then called in the afternoon to ask the closing time, but we had no idea you were coming in to rent a truck. With high demand on rental vehicles and staffing issues our focus is making sure our reservations are honored and the vehicles are clean and ready to go for those customers first. We apologize for this issue and want to assist you in the future, so if you should you need anything in the future call and ask for Mike or John.

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Alex I am sorry this happened. Because rentals take between 15-20 minutes we require reservations to be picked up 30 minutes prior to closing. It seems they gave you some extra time but you walked in 5 minutes prior to us walking out the door, which doesn't leave enough time for the rental process. This is why we have this policy. Sorry again for any inconvenience to you.

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Brian thanks for taking the time to leave a review. I do not show your name in our system as a Renter, can you provide the actual Renters name so we can call and discuss the issues with them? Update 8/25/21 No one with this name has ever rented from us and we think this is a fake review since the person complaining has never contacted us to resolve the "so called issue". We do feel like this was a complaint from a person we repossessed a vehicle from who was not an authorized driver and still owes us money on another vehicle someone rented for him. If you violate the rules and get caught you really don't have a reason to complain or leave a negative review! We do make mistakes and have issues, but we will do our best to satisfy legitimate customer complaints and accept fault where it lies.

Business reply on Google

Sorry for the issue! A van was returned with major damage and a lot of our vendors are dealing with labor and parts shortages causing backups on service and repairs . We called as soon as we knew the van would not be available to give you ample time to make other arrangements. We mentioned a few options but maybe we can suggest more. Sorry for the issue again

Business reply on Google

Katrina, Thank you for taking the time to leave the review. We can also accept check cards as well with special considerations. Please call and speak to Mike the Manager, there may be some other options to qualify to rent.

Business reply on Google

We are thankful you brought this to our attention. I would love to get more details and see if I can assist you and resolve this for you. Please feel free to call me at 704-596-6424 when you are able. Thanks you! Update: I have reached out to you and left a message. I did some research and discovered the previous customer did not return the car we had reserved for you and am sorry for that. I will continue to contact you but will have a special discount for your next rental if you choose to try us again. So sorry for the issue, but please allow us to make it up to you!

Business reply on Google

Kiana, I am sorry that you had these issues! With COVID we have been trying to limit the number of people in our office since space is limited, so we try to do everything over the phone and then have you in the office as little as possible. My understanding is Management has called you and the other person with you and is waiting on you to call and discuss the issue with them.

Business reply on Google

Dee, thanks for giving us your feedback, I will contact you in a little while. I would like to hear your side of the issue. Update: Spoke to customer and we did make a mistake trying to authorize a charge on her card we left out a decimal point, but it was declined by the bank. We cannot call a customer every day they do not return the rental car and ask permission to charge their card, it is in the rental agreement that if you do not return the car your card will be charged for that days rental. Same as if you stay in a hotel, if you don't check out they charge you for another day. Spoke to customer and explained we do not do what she was asking for we only provide a copy of the damage report she filed and a closed rental agreement. The final damage report she mentions is the Damage Incident Report which she signed 10 days earlier. I tried to resolve the issue with her and she hung up on me. After speaking with the Location Manager the customer was acting erratic and causing a scene and interfering with other customers rentals and was asked to leave our office. We will listen to our customers and try to work out the problem, but when you start causing a scene and interfering with

Business reply on Google

David, Thanks for taking the time to review our company. I would like to speak with you in reference to some of the things you said and see if we can address and correct the issues you experienced. We have been serving customers for 21 years for a reason. We want our customers to be happy, but we cannot allow customers to slander us online without telling our side of the story. We simply repossessed the car because you did not keep your personal insurance policy paid, nor did you pay for your rental in advance according to the rental agreement. Our mileage is only capped if you keep a car more than a month or you use it as a delivery, taxi, peer to peer, or income generation services. You came to us and signed a rental agreement and we simply charge you based on that rental agreement. You will not be charged for something you did not agree to in the rental agreement. You choose to rent from us, we did not find you and force you to rent a car from us. It seems like you were happy from November 27, 2018 until April 4, 2019 when we repossessed the vehicle from you and found you sleeping inside the car! UPDATE 5/23/19 I personally reached out to the customer and left 3 voice mails aski

Business reply on Google

Tisha, I am sorry you feel this way! I will get some info on your situation and give you a call later today to discuss your specific issues. We try our best to do more than other companies, by doing a vehicle inspection with you before you lave our office. We have been serving the Charlotte market for almost 20 years. We offer several ways to qualify so we can serve a wide market of customers and most rental companies will require a social security number if you do not have a major credit card. I will be in touch. UPDATE 2/12 15:00: We have no customer under that name that is renting or has rented from us. However, I see that you have been quite busy with your online reviews with companies and that you are unable to rent from Enterprise based on your previous reviews of their company. Please call our office at 704-596-6008 and hit extension 100 or 105 to speak with management about any concerns you have or issues you had with the staff, so we can handle and investigate your issues further.

Business reply on Google

Jeremy, I hate to hear that you rated us a 1 star. I have called your phone number and left you a voice mail with my contact info if you wish to contact me and discuss your issues. Thank you! Update 7/17- We have spoke with the renter and clarified the rental agreement and terms & conditions of rental. The mileage penalty for violating the rental agreement is only 45 cents, not 75 cents. Customer drove 988 miles in 2 days, if everyone did that our cars would have 180,310 miles one them in a year (we can't allow that) When renting with a secured or pre-paid type of credit card (like his) we do verify the renters insurance to verify coverage will transfer to our rental vehicle in case of an accident, we call this limiting risk, thus keeping cost down for all customers. We do not offer credit, so the vehicle is pre-paid at time of rental and we expect it back at the end of the period or paid in advance for additional days in advance. We only follow up and call people when they do not return the vehicle or if they tell us they will be returning in an hour and that time expires and they have not returned we call them again and ask where they are and when are the returning. This continue

Business reply on Google

We are sorry that you had an issue with our rental company. We have been serving the Charlotte area for 18 years and we are in the business of renting cars, and we value our customers. We take the task of renting a car serious and in doing so we need to have time to check your drivers license, verify insurance and conduct a proper walk around on the vehicle you are renting. As you mentioned we are open extended hours on Saturdays in order to serve customers needs. However we do close at 5:00 pm and we hope that customers can understand that employees are not expected to stay past closing, as many of them are giving up time away from family to serve our customers. Our policy is that customer must arrive prior to 30 minutes before closing to complete the rental process. According the the customer service representative that you spoke to on the phone he advised you that you would need to be in our office by 4:30 pm so that we could complete the rental. According to that representative you arrived past that time. Our website mentions that you cannot make same day reservations online, you must call our office to reserve . Again I am sorry that this happened to you and we would love an o