America Car Rental

My name is Aaron, so we get to the airport and the American rental store is completely closed and no one answers the phone. A local guy leads us to the girl who is way farther away and no one ever told us where to get the pick up no email text nothing. The girl then tells us that the transportation to the office isn't there yet and they take 30 minutes to get to us. After that the guy at the counter was very polite but he was giving us prices that was not at all what was advertised online. The car was not what I wanted it was much smaller and not even the same brand.Then the guy (Alexis) giving the inspection tries to distract me and I clearly point out a lot of scratches that he missed and that the door did not close. I am an inspector for a living and I was very upset at his approach to show me videos so I wouldn't see that he was distracting me. They bring another car and again the guy tries showing me videos on his phone during his inspection and I gave it back to him. During this whole situation one of the workers is fighting with a customer outside being extremely rude to the foreigners. Once again I take photos of the car and point out a lot more damage that he didn't see.Then the guy inspecting the vehicle before handing it to me asks to give him a tip which was once again very rude because he clearly had bad intentions the whole time . When we take the car driving immediately I notice that the steering wheel is stiff and is hard to manuever. I call back the next day for another car and the lady on the phone is extremely rude and finally she concedes to get me another car. She did not give me a location and I call multiple times after and I hear nothing. The car is parked inside a locked concealed car port and has not been driven so they don't charge me for a fake scratch that did not happen. This was an absolute horror of a rental and I'm using Uber for the rest of my 7 day trup. I'm just watching my back so they don't screw me over when I return it thank God I took photos.

As you can notice from bad reviews you should never book a car with this company constantly cheating customers especially for indirect bookings via intermediates like Economybookings. etc. In my case they charged 67 Us$ for administrative expenses not foreseen in the initial contract and also a similar anount for road assistance which I already had purchased in Europe but claimed by their employee as not being valid for Mexico…
Their general manager fully supports (company policy…?) his unhonest employees when you send an official claim through Visa and denies real and proven facts. TO BE TOTALLY AVOIDED!

America car rental
23.02.20 – DISORGANISED AND POOR CUSTOMER SERVICE – CANCUN OFFICES
The Sales Agent dealing with us may have put on a polite face but overall the company was unprepared. We specifically reserved a Pick Up and they said – because our flight was delayed – the car was no longer available. They said it was our fault we were not on time and as the car was reserved and not pre paid, the car was given to another customer. I said how could it be our fault the flight was delayed? Surely they cannot expect all flights for their customers to be on time and then blame them for delays. I also pointed out we made this reservation well in advance of arriving. The Sales Agent then said they have a 鈥渙ne hour reservation policy鈥?when a customer makes the booking. I asked to see proof of this and he told me they do not have it written down anywhere…! So they expect their customers to abide to invisible T&Cs??!!! We then requested a fair discount for the trouble of having to take time out of our vacation to swap the temporary car they gave us for the one we actually wanted and reserved in the first place. Only then they offered an additional driver (normally $75) as part of the insurance policy. I requested an additional 5% off the insurance on top of this because of the sheer disorganisation and time this is wasting for us. Rather than come to a resolution, the manager (Sarabia Miguel) refused to cooperate – he literally turned his back on us and walked away. I expressed that this is poor customer service to the Sales Agent. He then recommended that if I鈥檓 not happy, I should 鈥済o back to your booker鈥?or 鈥渕aybe go to Hertz鈥? I have never had a company recommend to an unhappy customer to go to a competitor! It鈥檚 ridiculous! On top of this, the temporary and very, VERY dented car we were assigned did not even have half a tank of fuel in it let alone a full one!! Like I said, UNPREPARED. Overall this experience has been VERY DISAPPOINTING from a company that we thought (based on previous reviews) would provide us with a reliable, hassle-free service. Not a good start to a holiday at all. I would say you get what you pay for, but in our case we weren鈥檛 even guaranteed that. Good luck to future customers (you鈥檒l need it!!) and in the words of the Sales Agent 鈥渕aybe go to Hertz鈥?

Update – the next day:
To avoid further faff and time being wasted, we ended up swapping cars for another SUV in Tulum. It turns out the company only has 6 Pick Ups and the Cancun offices have a reputation for promising clients cars that are not available. So even though we were told in Cancun that there would be a Pick Up for us on Tuesday in Tulum, turns out that was just a lie. The Tulum Sales Agent we dealt with was very sincere, considerate and helpful. He empathised with the hassle we have experienced and we are grateful to him for giving us at least one decent encounter with this company. I would advise anyone who is still considering to rent from America Car Rental to proceed with caution because the Managers of this company seem to be totally incompetent – God knows how they even got their jobs in the first place. However if you鈥檙e still going ahead, go to the Tulum branch instead and you鈥檒l avoid the complimentary headache provided by the careless Cancun team.

The worst experience and double, TERRIBLE. The same happened to me in Mexico City and Cancun. You change the conditions of the reservations, which are paid in advance, they change your car and give you a lower level to the hired one, cars in poor condition, additional charges are invented and the conditions of the insurance that you have hired are unknown. Company of the worst. NEVER RESERVE WITH THEM

SCAAAAM!

Stay away from this company! We booked a car in Cancun.
They are rude, charging the triple amount of money even you have already paid and have a booking. They put pressure on you and betray you.
Please stay away and have nice holidays there, instead of a really bad start and a lot of trouble with them.
Even the customer service isn't willing to help you in any way. The manager just left us and never came back. Never had experienced something terrible like that!!!

I recently booked a car in Mexico city from America car rentals when I got to the pick up desk they told me that the booking was not even in their system and that they had not received the money I was charged up front for insurance and deposit even though my credit card statement shows a charge of $300 dollars. She then continued to say she had to charge me 17,000dollars for deposit only plus a daily rate higher than what their website quoted me, plus the insurance in order to get the car. PLEASE STAY AWAY!! She was very rude and did not even wanted to look at my printed booking confirmation. It was 3am and I had 3 kids and a grandma with me, very tired after flying 5h from Canada, but they did not cared! Really awful experience.
I got a call later that day from another agent asking why I had not pick up the car, she was able to find my booking, which means the first lady was scamming me! BEWARE
I ended up getting the same car (VW terramont SUV) from Europcar next door for what America rental had previously quoted me and with a deposit of only$1,200 which they had no problem releasing after I had returned the car in perfect conditions 10 days later.

I did not recommend this company at all, I rented my car with this company and it was the worst experience in my life to start I have to call them about 10 times to pay my reservation to not have any problems when picking up The car,, When I arrived at Cancun I went to pick up the car and told me that they don鈥檛 have the car I rent and that they have to give me another car but smaller my luggage was not fitting on the car besides that they try really hard to sell me another 2 insurances but when I do the reservation they told me all The insurances included The guy who attended us was a despot and very rood person when we went to deliver the car the spare was damage we never use it and they try to charge it
I DID NOT RECOMMEND THIS COMPANY AT ALL

No recomend茅 esta compa帽铆a en absoluto, alquil茅 mi autom贸vil con esta compa帽铆a y fue la peor experiencia en mi vida para comenzar. Tengo que llamarlos unas 10 veces para pagar mi reserva para no tener problemas al recoger el autom贸vil, Cuando llegu茅 a Canc煤n, fui a recoger el autom贸vil y me dijeron que no ten铆an el autom贸vil que alquilaba y que me ten铆an que dar otro autom贸vil, pero mi equipaje no era m谩s peque帽o, adem谩s de que lo intentan realmente es dif铆cil venderme otros 2 seguros, pero cuando hice la reserva me dijeron todo. Los seguros incluidos. El tipo que nos atendi贸 era un d茅spota y una persona muy mala cuando fuimos a entregar el auto. El repuesto era un da帽o que nunca usamos y lo intentan. cargarlo
NO RECOMIEND脡 ESTA EMPRESA

Believe the reviews these guys are the worse of the worst horrible customer service and thieves! Take your money else where don鈥檛 start your vacation on the wrong foot dealing with incompetent illiterate humans! Please believe me it happened to me! I don鈥檛 know how places like this stay in business!

SCAM! I guarantee any good reviews are FAKE REVIEWS! They ruined our entire vacation. Tried to charge me $700 more than I agreed to pay on the booking site… $700 US Waited 2 1/2 hours for our car… need I say more? There's a special place in hell for these guys. SCAM!

We booked an automatic car (paid extra for the automatic car) on a travel website. We met the America rental reps at Cancun airport and they took us to their service (10-15 minutes from the airport). We were waiting around 45 minutes to talk to an agency. At that time, he told us they didn't have any automatic car available for us and we were not the only one who didn't have a car on that day which is Dec 24, 2019, the holiday. They also said they have no idea what were listed on other website when I showed him my rental voucher. Not even an apology from the agent. We had to go to another rental car and rent a car at a very expensive price since I hadn't reserved with them. They ruined our first afternoon in Cancun.

THEY ARE SOOOO BAD AT CUSTOMER SERVICE STARTING WITH THE AIRPORT PICK UP TO THE PIECE OF CRAP CAR AND THEN THE FACT THAT THEY MAKE YOU BUY THEIR MEXICAN INSURANCE BEFORE YOU CAN GET THEIR CAR EVEN THOU YOU MIGHT ALREADY HAVE YOUR OWN INSURANCE COVERAGE IS BEYOND FRUSTRATING! THEY NEED TO BE SHUT DOWN SO PLEASE I AM WARNING YOU TO NOT DO ANY KIND OF BUSINESS WITH THESE PEOPLE!! I ACTUALLY WANTED TO GIVE THEM NEGATIVE STARS BUT JUST KNOW THAT THEY ARE VERY VERY BAD!!!!

WORST experience in Cancun!

Be aware! Unclear where to find at the airport. My total was supposed to be $23 for the week. I should've known it was too cheap and there'd be secret surprise fees even though I read the terms&con. In Cancun, they wouldn't let me rent without paying $190 for insurance, even though it's optional in almost every other company.

On top of that they scammed me.

I made the mistake when booking the car for 3 AM instead of 3 PM (honest mistake, but how many people are really meaning to pick up a car at that time?!) and because I booked for that time, I was told when no one showed up at 3 am, they cancelled my booking and handed my car to someone else. I needed a car so they told me the ONLY one that was available (in a lot FULL of cars) was one that costed an extra $10 a DAY. They demanded an extra 500 Mexican pesos in CASH ONLY (equaling about an extra $25 usd) and was exchanged under the table.

Never again.

Reserved online and on the day they then told us that they no longer had any cars available because we hadn鈥檛 prepaid. This despite the fact that when we booked online there wasn鈥檛 an option to pay. We received no emails saying that we had to pay online to guarantee our car and no communication saying that they didn鈥檛 have a car for us. When we called the office the lady was extremely unhelpful and didn鈥檛 seem to care at all.

Awful experience, awful customer service – don鈥檛 bother, avoid!

They claim that they don't take your cc insurance. The rental car package was 38 EUROS, and they want $500 USD for insurance.
Thief.

Worst service I have ever received from any company.
It took at least 50 mins to be collected from the airport, on arriving at the office, sat for further 45 mins before being entered onto the computer screen which puts you in the queue, then waited a further 40 mins to get served. Took out full insurance, which cost 3 times the rental of the car, then on return a number plate had fallen off (of course this is excluded from fully comprehensive cover!!) and I was charged 4 times the cost of the car rental for a single "tin/aluminium" plate which was probably not put on properly in the first place.This felt like a scam!!!! When I tried to call customer service there is no English answer/option

I love traveling to Mexico, I was so excited how easy it was to submit a reservation with American Car Rental 鈥淎CR鈥?They included all the things that surprise the hell out of you when you book your actual reservation in person insurance, taxes and tourist fees. I get to Cancun airport and they don鈥檛 have a stand I could find, I call the number in the reservation it doesn鈥檛 work. I google them a different number it doesn鈥檛 work, I find a number in their instagram site and it WoRKS, I鈥檓 on hold forever (20min) no answer just on hold with music, I email them three different times and no response! After a full day of traveling and not having accessibility to their service, instructions on how to meet, it is very frustrating to have to wait and no response. Being here with my family and small children I could no longer wait and had to find a car elsewhere. I can鈥檛 speak for their actual service since I didn鈥檛 receive any, I suggest ACR communicates with its clients so they have a clear understanding on what to do once they get to the airport. I was excited to see how this would turn out since I feel they give more when it comes to the reservation. Maybe I鈥檒l give them another try if a rep reaches out, I understand things happen and companies can鈥檛 grow without honest feedback.

Worst Car Rental Service !! TOTAL SCAM
BE AWARE

I rented in Guadalajara. First, it is not located at the airport, you have to call and have someone pick you up. People was friendly, but to my surprise they were very careful describing the normal scratches of use and they used a mirror to look at the car from below!!! returning the car was a pain, they looked at the car again inch by inch and with the same mirror underneath the car. They "discovered damage" under the car and they charged me $350. Never use this company, they charge a low rental fee but their business is to charge for fake "damage".

We rented a jeep renegade 26 days 250 euro incl insurance. Great deal, good car, 2 years old 60k km. Tank was half full but noted by man who inspected the car with us so also half full back. Pick up and delivery very fast. Withon 30 minutes. Also van from and to airport very convenient, about 10 minuts. We rented at cancun and booked the car through booking.com for us perfect experience and i must say i was afraid after reading reviews… but 100% ok

We booked with ACR only because they allow you to cross the border with Guatemala and Belize. Guess what we never actually got our permit for Guatemala!! We paid almost 200 USD for the permit only. Also it took us 2 days to try and arrange things… They kept tell g us it would be fixed in a couple of hours/ next day etc. Days we couldn鈥檛 start our road trip and not to mention the hotels we needed to cancel. Now we are trying to get our money back from these thiefs!! Do never book with this company!!

– the car rental is not at the airport (cancun). you have to take a taxi there.
– the car was in a very bad condition. (Service warning, Oil service
warning, Tyre pressure warning and smell very bad)
– the tank was only a third full.
– I had to wait about an hour until I got the car. (at 10 pm, after an 11 hour flight)
– i pay online 250 USD for 14 days, we arrived a day earlier, and i had to pay 100 USD more for that day.
– i give them one more chance. after 12 days i asked them, what it would cost me to keep the car a day longer, the answer was 115 USD..
customer from switzerland!

It sucks!
When trying to book a car in Mexico. The guy at the counter wanted to charge me twice because he couldn't check that I already paid online. I asked about a permission letter of going to Belize, they forgot about that. Upon check out, I was promised my deposit was going to be back in my account after 24 hours. It's been three weeks now. First and last time.

It sucks!
When trying to book a car in Mexico. The guy at the counter wanted to charge me twice because he couldn't check that I already paid online. I asked about a permission letter of going to Belize, they forgot about that. Upon check out, I was promised my deposit was going to be back in my account after 24 hours. It's been three weeks now. First and last time.

Worst Car Rental Company Ever! Don鈥檛 let yourself make a reservation under the false price pretense. They won鈥檛 allow you to take the car without increasing your already paid price. Worst!!!!!! Please don鈥檛 use this company.

Be aware that

"Your reservation doesn鈥檛 include CDW (Collision Damage Waiver). All rental cars must have this coverage, you will have to acquire this coverage directly in counter. In case of not acquiring it, we reserve the right to decline the service. America Car Rental don鈥檛 accept nor have agreements with third parties as credit cards, web sites, booking engines, insurance companies or banks for the coverage of damage caused to the vehicle."(from the company's T&Cs)

In order to get the keys we had to buy this and and comprehensive third party insurance (the one included in the rental only covers $750, 000 pesos) this cost us $25 USD per day meaning it would have been much cheaper to rent from a more reputable company

But you don't have to take my word for it, you can have an unbelievingly patronizing man gleefully explain it to you at their mexico city airport branch

enjoy

here is my booking ref: MX561172830