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Many Americans associate domestic travel with the open road and a long drive. Around Memorial Day in 2017, AAA estimated that more than 34 million travelers drove over 50 miles from home as part of their holiday plans. Of the 2.9 million people who flew to their vacation destinations, many itineraries also included a rental car as part of the trip.
Car rental companies are a common sight at airports all over the world. However, many of those attractive deals quickly evaporate once rental agencies add a range of hidden fees. Charges and deposits for damage, cleaning, toll roads, and more can cause the final price to rise significantly without much warning.
When it comes to which rental companies you can trust—and which you should avoid—there are many factors that help identify the best and worst car rental providers in the United States. Based on user reviews from Consumer Reports and data from the 2018 J.D. Power North America Rental Car Satisfaction Study, savvy travelers should think twice before renting from the worst-rated car rental companies in the U.S.
If you are planning a trip abroad and comparing options such as car rental oslo, understanding these pitfalls can help you avoid unnecessary costs and frustration.
ACE Rent a Car
ACE Rent A Car was founded in 1966 and is headquartered in Indianapolis, Indiana. It was once considered a leading car rental company in the United States according to J.D. Power. The company earned the top industry ranking in 2011 and was later listed among J.D. Power’s Customer Service Champions in 2012.
The Worst Car Rental Companies
Since then, travelers have become increasingly critical of their experiences, frequently naming ACE as one of the worst car rental companies. In 2016 and in subsequent years, ACE was no longer rated by J.D. Power, along with several other companies featured on this list.
Among the 307 reviews posted on Consumer Affairs, many focus on the condition of the vehicles. Travelers claim that their cars were dirty, “in poor condition,” or equipped with outdated GPS systems. Another common complaint concerns hidden fees, including automatic daily charges for toll roads.
Before renting a car, travelers should make sure they understand all potential costs they may be held responsible for. Before signing the contract, ask for everything to be explained clearly and inquire about all available options. Finally, request a written estimate of all costs and fees to fully understand the agreement.
Advantage Rent A Car
Advantage Rent A Car is often associated with some of the lowest rental prices, yet it is also considered one of the worst car rental companies according to Consumer Affairs reviews. The Better Business Bureau has given the company an “F” rating, based on seven negative reviews and nearly 500 consumer complaints.
One of the most common complaints involves collision damage waiver (CDW) charges being added without proper explanation. Many customers claim they verbally declined CDW coverage because their credit cards or travel insurance already covered rental car damage or loss, only to find the charge added later. When it comes time to sign the agreement, travelers accuse agents of misrepresenting approvals or rejections, resulting in unexpected extra fees.
Before signing any contract, travelers must understand which fees are being added and what their insurance does—and does not—cover. While there are situations in which travelers may be required to purchase additional coverage, most domestic trips are covered through other means. If a representative becomes overly aggressive in pushing for a signature, ask them to slow down or request to speak with a manager to clarify the situation.
Fox Rent a Car
Another “low-cost” rental company, Fox Rent A Car advertises vehicles for as little as six dollars per day or offers steep discounts through prepaid reservation websites. Despite being the fifth-largest car rental company in the U.S., many travelers have expressed dissatisfaction, ranking Fox among the worst in the industry.
Among the many negative reviews contributing to its one-star rating on Consumer Reports, the most frequent complaints concern hidden fees and deposits for insurance, tolls, and additional drivers. One traveler complained that Fox Rent A Car withheld a deposit for multiple drivers, while another claimed they were charged for a supposedly cracked windshield that, according to them, was never damaged.
Travelers who are unsure about the condition of a vehicle should document everything at the time of signing the contract. This includes taking time-stamped photos showing any existing damage. All damage should be reported in writing and included with the rental agreement, verified by an employee. Failure to do so can quickly lead to costly claims and a lengthy dispute process.
Payless Car Rental
Payless Car Rental was the last of the companies not ranked by J.D. Power in 2018. It offers travelers low-priced rentals in both the United States and Europe. As many travelers have learned, the downside of these low prices often comes in the form of hidden fees and pressure at the rental counter to prepay for fuel, earning Payless a reputation as one of the worst international car rental companies.
The most common complaint in Consumer Affairs reviews involves the purchase of additional insurance or prepaid fuel. Some customers were told they would get a better deal by buying fuel at the rental counter and would only be charged for what they used. Instead, travelers report being charged for a full tank at a higher price than fuel stations outside the rental location.
Although prepaid fuel may seem appealing, experts advise avoiding it whenever possible. Travelers who want to ensure they are not charged extra should refuel within 10 miles of returning the car and keep the receipt as proof that the tank was filled before drop-off.
Dollar and Thrifty Car Rental
After being combined through an acquisition by Chrysler, Dollar Thrifty Automotive Group represented J.D. Power’s two lowest-rated rental agencies in 2016. By 2018, however, both brands had improved slightly, surpassing Budget Car Rental.
In 2016, Thrifty scored 764 and Dollar scored 774—both below the industry average of 804. In 2018, Thrifty rose to 819, Dollar to 816, while the industry average increased to 830.
The most common complaint on Consumer Affairs relates to toll road handling. Travelers who rented from Dollar or Thrifty report being charged a daily toll fee, even on roads that accepted cash payments—despite staff insisting otherwise—and warnings about extra charges for each toll transaction.
When planning a trip, smart travelers should review every part of their route to understand which toll roads they may encounter along the way.
Budget Rent-A-Car
Budget Rent-A-Car ranked as the third-worst rental agency in the 2016 J.D. Power study, scoring only 10 points higher than Thrifty and Dollar. Compared to the industry average, Budget scored 20 points lower, a gap reflected in the growing number of complaints posted on Consumer Reports in recent years.
In many reviews, customer service issues were the biggest concern. Former customers complained about being overcharged for insurance or being “upgraded” without their knowledge or consent, resulting in higher daily rates.
While travelers may be eager to leave the airport quickly, it is essential to read the entire agreement and understand all charges before driving away. Those who are not in a hurry should consider renting from off-airport locations, where they may save money and receive better customer service by avoiding airport taxes, surcharges, and upgrade fees.
Avis Car Rental
Although this global brand ranked as the fourth-worst car rental company in the 2016 J.D. Power study with a total customer satisfaction score of 795, Money Magazine also identified Avis Car Rental as the most expensive rental agency, with average daily rates starting at $60. By 2018, however, its score improved significantly to 824—just six points below the industry average—and reviews have become more positive in recent years.
Consumer Affairs reviews focus on two major issues: customer service and vehicle condition. Travelers report that the high prices they paid did not translate into a better rental or return experience, citing hidden fees such as per-mile and upgrade charges. Other complaints accuse the company of providing vehicles that were not properly cleaned, showed obvious wear, or had faulty equipment. The 2016 J.D. Power study found this to be a growing industry-wide issue, with 21 percent of travelers reporting vehicle-related problems. Specifically, 16 percent of complaints involved optional equipment such as GPS systems and toll transponders.
Travelers who are dissatisfied with their rental company have several options for seeking resolution. Experts recommend comparing multiple rental providers and reading reviews before traveling. If a problem arises during the rental, travelers should contact the company directly or return the vehicle to the original location to discuss a replacement.
Although dealing with car rental issues can be time-consuming and frustrating, travelers do not need to feel intimidated. By avoiding these seven rental companies and staying alert to hidden fees, travelers can avoid paying extra for insurance, fuel, or so-called “free” upgrades that end up costing far more than expected.
