ComplaintsforOutlaw Rentals

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/15, we rented a golf cart. They provided us a map showing the roads we could drive on. What they failed to tell us is the majority of the roads were under construction, therefore forcing detours to roads we couldn’t drive on to get back to our condo. They were very happy to keep our money even though we couldn’t use the golf cart provided on the roads due to construction. They didn’t even offer a discount, an apology for not notifying us of the road closures… nothing. I’m stunned by the complete lack of caring by this company and wouldn’t be surprised if they rented to more people without telling them of the construction and keeping their money as well.

  Business response

  10/16/2024

  The city shutdown the road not us and you had the vehicle the day before we can extend your time for another day but we have a no refund policy.

  Customer response

  10/16/2024

   
  Complaint: 22429621
  
  I am rejecting this response because we couldn’t use the cart to get to any locations on our side of the beach without driving on roads restricted by the company. We couldn’t get back to our condo, we couldn’t do anything we were expecting to be able to do. We were not expecting a full refund, but no courtesy, no offer of a discount, not informing your customers of closed roads? That’s poor customer service in general. If you knew the roads were planned to be closed, and it would remove the possibility of almost HALF of the map you provide for allowed roads, you should tell your customers. 

  Business response

  10/16/2024

  We had no idea about the roads. They don't send any information out. We weren't informed at all, so like you. We were surprised this morning when we were told that they were shutting the road down with no advisory before. There is 20 miles that you can run on the Golf cart without that area. So you guys had no problem parking it at the pier park location because you couldn't have it at your hotel in the first place. I'm sorry you're not satisfied with our answer. But we did try to give you time for another day, but you did not want it. And you want to use the vehicle today, but you've already had it for a day.So we have a no refund policy, and you sign that the day of the rental 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Went to rent a golf cart on 8/5 around 3:45pm and once the cashier charged my card I noticed it was $100.00 higher than expected. Wasn’t able to refund the difference because he didn’t have that authority. Owner was supposed to meet me at the location this morning(8/6/24) at 10am to refund the total purchase but never showed up. Refused to refund my purchase. In the process of disputing the charges with my credit card company(Chase).

  Business response

  08/06/2024

  The customer has already done a charge back at this point. There Is a no refund policy? The customer was told yesterday I would give him the fifty dollars cash just to get the customer happy and satisfied.I thought the customer took the Vehicle at no time was I supposed to meet any customer today for anything

  Customer response

  08/06/2024

  
  Complaint: 22100527
  
  I am rejecting this response because:

   

  Jason didn’t inform me the correct amount until after my card was charged. My card was charged 392.xx and I didn’t sign the copy authorizing because of the incorrect charges. He told me it would be 292.xx and when you spoke to him on the phone you told him you’d be there at 10am the next morning to issue the refund because he wasn’t authorized to refund the money. Unprofessional on your part and he should’ve informed me on the correct charges before running my card. You should’ve trained your employees the proper charges and we wouldn’t be in this situation. You also should’ve refunded my money over the phone. The young kid you had working today was professional and I feel sorry that he has to work under poor management. 
  
  Sincerely,
  
  Ray ********

  Business response

  08/07/2024

  We trained the manager for a week it's very apparent he can't handle management.  He made 50 dollar  mistake you acted like no one is allowed to make mistakes. He tried to make you happy you decided to be difficult so that's on you. You never called our office at no time was I informed you were meeting me for anything  as far as I knew he gave you the 50 cash out of the drawer and made you happy wasn't til the employee called me the next day sayig we had a problem unfortunately you did a chargeback I can't do anything but wait for chargeback have a nice day 

  Customer response

  08/07/2024

  
  Complaint: 22100527
  
  I am rejecting this response because: 

  The manager was clueless. He told me it would be 125.00 per day and Florida sales tax. Was expecting to be around $275.00-$280.00. Once he charged my card it came out to $392. That isn’t a $50.00 dollar mistake. Jason called you several times and I heard you tell him while screaming it is a 1.5 round trip drive but you would be there the next morning to handle the refund. Sounds like shady business tactics to me. Like I’ve said several times you had several opportunities to make it right and correct your managers mistakes. Instead you wanted to screw me out of the money. The following day the young kid working was capable of refunding the money but you refused. Train your “manager” how to explain the rental process before running a customers card and we wouldn’t be in this situation. I’d have a nice day if I wasn’t dealing with a crooked greedy owner on vacation. 
  
  Sincerely,
  
  Ray ********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During our slingshot rental the Driver seat bolt broke which holds the seat up. This is very dangerous and negligence on Outlaw Rentals part. It happened between 8:30 -9:30 pm CST on July 9, 2024 in the parking lot of Outlaw Rentals. The picture attached shows the seat still sitting up at 8:19 pm right before we headed back to Outlaw Rental to support my claim. There is video surveillance all around to view this incident. It was pouring rain and I pulled up to get our parking pass out of our vehicle that was parked on their grounds. As I lifted the handle to sit straight up so I could see over the tented plastic windshield the seat fell back. Upon observation the bolts are severely rusted which caused this to occur. As an auto interior technician I’m fully aware of how the seat mechanisms operate and at no point did I damage the Slingshot during our rental. When I returned the Slingshot the lady working there walked outside and went straight to the driver side and didn’t even give me a chance to tell her what happened. I thought it was strange for her not to start at the front of the vehicle and work her way around. She became very rude and walked away from me. When she came back outside she said her Manager was on the way. When the manager arrived she wouldn’t even speak to my wife and I and handed me an invoice charging me $940 additional dollars for the seat. I once again tried to explain that it was not my fault and informed her of the seat condition. The manager wouldn’t even look at me and started ignoring me when I tried to speak with her. After further review on BBB see attachments I see another customer rented the same slingshot on January 1, 2024 and the same seat was broken. This company is not fixing these issues and this can be very dangerous. This is not the right way to handle this situation by charging me a $500 deposit and additional $440 for the seat that was already broken. I am requesting a full refund back to my credit card.

  Business response

  08/13/2024

  I have attached before and after picture to show that when they rented the slingshot the seat was in perfect working condition. And when they returned the seat could no longer be used. The customer paid in full that day for the damages caused. The slingshot immediately went to the shop and had a new seat put in. The customer mentioned a different rental that someone had said they were charged for the same seat. There is no possible way for the customer to know what slingshot the prior customer is mentioning as we have multiple 6 seater slingshots that are the same color scheme. Also when someone breaks the seat as they did it's no longer able to be rented until we replace it. We let our customers know before they leave to be sure the person sitting behind them does not reach up and pull the seat to get out as it will damage them. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  THIS COMPANY IS FILLED WITH CROOKS THAT WILL 100% STEAL YOUR MONEY THEY USE OLD PICTURES WITH OUT PRE EXISTING DAMAGES AND LIE AND SAY YOU DAMAGED IT TO HOLD YOUR DEPOSIT NOT TO MENTION THE MANAGER JAMES REFUSES TO EXPLAIN OR TALK JUST HIDES THESE RIDES ARE JUNK AND PEOPLE ARE JUST TERRIBLE RUN AND SAVE YOUR TIME AND MONEY NOT WORTH THE HEADACHE

  Business response

  05/28/2024

  Unfortunately the customer is incorrect and not being honest. I spoke with the customer via phone and also via text message in regards to the damages the customer did. The customer didn't wanna take responsibility for the damages and wanted me to adjust the price for the repairs as he felt they was to high, Customer returned equipment and acknowledged that damage occured while in his possession  with lot attendant when it was being check back in. Customer told employee he was in a rush to catch his plane and to call before processing his card for the damages as seen on Security Camera.  General Manager James ***** arrived on scene to customer not being present and proceeded with processing the damaged equipment to have checked back in. Damages was recorded and verified with photos of before and after and customer was charged for damages.  Invoice was sent to customer with damages listed and pricing for each item or repair. Also customer didn't return the rental back with full tank at which was charge for fueling per signed agreement. customer began to argue about that and tell me it was only 39.99 and I showed customer this was incorrect per signed agreement before rental. Customer wife was the one communicating the whole time. As he said nothing during the whole conversation but was present. attached is text message between customer and myself along with invoice that was sent to customer and photos. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3-25-24 I rented and signed a contract to rent a golf cart until 10 am the morning of 3-26-24 I arrived with a full tank of fuel as requested @830:am The lady that filled out our paperwork said she doesn’t do this often and she was just helping out. The yard guy and the lady told me that they would half to prove I damaged it in a picture. When the girl working claimed to be new(>4days) and said the photograph of the damage was taken at a bad angle so she couldn’t tell if it was me or not and I’d have to wait for a manager. when the manager came he looked at the picture then referenced different photos as proof. He used an old photo as reference trying to say that it was me that caused the damage and I was going to loose my $150 deposit on my card. I left and told them I was going to dispute my transaction with my bank which I have started the process of I positively 100% know I did not put the damage on this golf cart that I drove my wife daughter and daughter’s friend around. I am a responsible adult driving my family around.

  Business response

  04/25/2024

   This is not correct at all. The customer was provided photos of before with time stamp showing when it went out there was no damage to the rim and when it returned showing there was damage to the golf cart rim. The before and after photos was compared and showing that the damage occurred while in the customers possession per legal binding contract the customer is held liable for the damages that occurred to the equipment.  Customer was then provided a invoice with information of the damage and also sent a copy via SMS to the number he provided on his contract.  Customer will not receive any compensation nor a refund for the damages occurred while in his possession as he is responsible for the damages that occurred. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  SCAM! Rented a golf cart from outlaw Rentals in Panama City on 2/24/24 and returned it 2/25/24. NO damage was done. When returning the gold cart a walk around was done by a very rude heavy set, dark curly haired female. NO damage pointed out to me at all. She asked if I paid cash or credit for deposit, when I told her credit she advised me she had to get her manager to sign off on it and then I would get my deposit back within 72 hrs. The deposit was taken out of my bank account on 2/28. Never told I wasn't getting it back. Never saw "crash report." I called and spoke with James *****, the GM. He argued with me saying the deposit was pending and it would show up in my account by Friday (3-1). Finally after a lot of back and forth with him he looked up my information and saw it was taken and not just a "hold." He ran it by Colleen Sawb, who came back with a bill for additional charges for labor and parts. with pictures showing "damage" on the rear wheel. This damage was a scuff on the actual tire that was there when we did the walk around before they handed it over for rental. Nothing in need of repair, obviously as it was in this condition when they rented it to me. Colleen ****, the owner, refuses to refund me and asked I pay the additional charges to avoid collections! I was told it was $150 to rent and $125 deposit that would be refunded upon return of golf cart. I was charged $196.47 for the rental and they kept my deposit of $125. Employee who did the walk around upon return sent me away and said the manager wouldn't be in until later that I didn't need to stay. Business refusing to make things right. Colleen refuses to speak to me. James *****, the GM had me on speaker phone and Colleen was using him as the middle man. When I asked to speak to her directly I was told by James she wasn't available, although she was. She's a coward who scams people regularly and takes no responsibility for it. I don't know how this business is still operating. They should be shut down!

  Business response

  03/01/2024

  Unfortunately The Information She provided is incorrect. Customer was spoken to and photos was sent to her on date of incident. Customer was advised of the damages that occurred to the rental. She became belligerent and started using profanity and threaten to contact a lawyer. Photos was provided to the customer of before and after showing the damages that occured while in her possession. Customer was charged $150 for rim damage and $90 for labor. She has a balance remaining of $115.00 that is due as of today. All documentation was provided per state standards in reference to state laws. Mrs. **** was unable and in a meeting as why she was unable to assist in this matter as why the General Manager Assisted the Customer and Her Concerns.  Customer behavior was unacceptable and she was assisted in this matter but was not happy with the out come as she is wanting a refund of the deposit. This will not occur as damages are present and documentation shows it was not there when the equipment left but was on return. Customer will not be getting a refund for this matter. 

  Customer response

  03/01/2024

  
  Complaint: 21368865
  
  I am rejecting this response because:
  I was not told of any damage until I called days after leaving the state because I saw they took my deposit instead of refunding it was I was told they would. They wouldn't provide me with the name of the female who did the walk around who told me I would get my deposit back. I have a witness to this. Not once was any damage brought to my attention by anyone at the company until called in on the 29th questioning my deposit. Colleen **** and James ***** are scammers and very unprofessional. She was not in a meeting. she was clearing talking to James as I was on speaker phone. They lie, steal and cheat. Horrible company with extremely unprofessional business practices. They have tons of these complaints dating back before 2017 when they had a lawsuit filed against them. I will continue fighting this as the crash report was made up.There was no damage to that price of crap golf cart that wasn't already there when they rented it out to me. Liars. Thrives. 
  Sincerely,
  
  Kelley *****

  Business response

  03/04/2024

   This complaint from ***** is unacceptable and inaccurate. I have reviewed all information and also have documentation showing no damage on time of departure and damage on time of return that customer had in her possession. Customer is upset because she had damaged the equipment like others have done and when they dont get there way they file a false complaint because they choose not to accept responsibility for their actions.  Customer can submit as many complaints as she needs to and we will continue to stand by our employees as documentation was provided to customer showing damage she did and invoice for the damages. unfortunately in today's time the consumer isn't always right and in this case this is the situation.  

  Customer response

  03/04/2024

  
  Complaint: 21368865
  
  I am rejecting this response because:
  They are lying. It was me and another adult who was with me upon return of the golf cart. James nor Colleen were there. Not once did anyone else but the rude girl we returned the cart to came out and looked at the golf cart. Not one word came out of her mouth of any damage being done. Clearly they are out to scan people out of thier money.  They do it all time. Just Google their names and company name. I'll continue to file complaints with every outlet until I see fit. This joke of a business will be shut down eventually. Colleen and Jeremy have nothing better to do with themselves but steal from others. It's disgusting and pathetic. I also paid the "physical damage cpverage" of $25 but when I asked what that covered and what the point of it was, I got no response from Colleen,  the owner, or James the GM. So that's another way they steal people's money. Charge then $25 for physical damages on top of the false crash reports they make days after their customers have left the state of FL. 

  
  Kelley *****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I rented a four seater slingshot on 12/30/23 for a 24 hour use beginning on 12/31/23. Upon arrival on 12/31/23 we changed to a six seater and paid the difference. I put a $500 deposit in cash. Two hours in to the rental the front driver's seat kept flopping and the fenders were scraping due to bolts being gone. I drove back to the location with my 5 passengers to advise them of the issues. Angelia and an older man came out where the 6 of us were and said they were aware of the issues and that that specific slingshot was in need of repairs but hadn't been repaired yet that season. That we were fine and to not pull on the seat when getting out. We only used it about 6 hours before dropping it that night. On 01/01/24, I drove back to pick up my $500 cash deposit and they claimed I had broke the driver's seat that I had discussed with them a few hours into the rental and was advised it was like that because it was in need of end of season repairs that had not be performed yet. They kept my deposit and then gave me a bill for an additional $1300 for the seat. The slingshot was sitting out front waiting to be rented out again, but they told us the seat was broken to the tune of $1800. I wish I would have thought of BBB reviews before I rented because I would have not forsure after reading all these complaints. Outlaw Rentals is an appropriate name because they like robbing hard working people! They can keep the $533.27 for the rental but I want my $500 deposit mailed back as I was respectful with my rental and went back to them a few hours in to discuss the issues to ensure I wouldn't be charged for them. They assured me I wouldn't as it wasn't my fault, it was in need of end of season repairs.

  Business response

  01/16/2024

  You signed that the seat was fine when it left it was broken when you brought it back you are responsible for it it was on the theft sheet that you signed for the vehicle is very expensive and I'm not sure what you guys did to break the seat but you did and it doesn't matter what the Better Business Bureau complaints are if you break it and you damage it then you have to pay for it you signed the theft sheet saying the seat was good before it left when it came back it was not you are responsible for it that's it the complaints that we had in the past we didn't have photos or a theft sheet which we had both in this case I hope you have a good day

  Customer response

  01/16/2024

  
  Complaint: 21081560
  
  I am rejecting this response because: I did not break the seat and it was sitting out front of your shop the next morning waiting to be rented out again when I came back to retrieve my deposit. There were six of us present who will testify if need be! All the complaints on here clearly show the dishonest business you run scamming people out of there hard earned money. Not to mention the past lawsuit your company underwent for dishonest business practices. I am proceeding with reaching out to many different parties to expose and hopefully shut you down, so no one else falls prey to your business.
  
  Sincerely,
  
  Bruce *****

  Business response

  01/17/2024

  So it's ok to damage our vehicles and not have tp be responsible for it and we had an ex emoloyee that was a general manager that stole our money and customers we were owners of the company so we did nothing wrong we now have pictures and theft sheets in place so their is no longer any issue 

  Just people not paying and being responsible for damaging our equipment 

  Have a nice day.

  Customer response

  01/18/2024

  
  Complaint: 21081560
  
  I am rejecting this response because: We did not damage your slingshot! We brought it back two hours into the rental to question the issues and was told that specific slingshot was in need of end of season repairs that had not been done yet, that you all were aware of them and we were okay (six people witnessed that conversation). Because we were respectful of your vehicle by coming back to address the issues, you decided to charge me for a seat that wasn't broken as it was still in working condition when I dropped it off, as it was sitting out front ready to be rented back out the very next day! Your company has a long, documented history of ripping people off!

  
  Sincerely,
  
  Bruce *****

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business collects deposits from customers for recreational vehicles and upon return they don't check them in promptly then they make up false damage (scratches and chips} and charge the deposit later on after customer has left and cant verify damage being accused. Poor maintenance on vehicles and customers are told that it is normal when it clearly isn't.

  Business response

  07/14/2023

  Unfortunately, customer never gives if this is damaged vehicle or rental issue we never get a date of incident please provide we 

  don't have enough data to respond. He makes it sound like a general sentence. We take very good care of our equipment.  Not sure what this 

  regarding thanks have a nice day.

   

  Sincerely,

  Colleen ****

   

  Customer response

  07/14/2023

  
  Complaint: 20319076
  
  I am rejecting this response because:

  This rental was picked up on 7/9/23 and returned on 7/10/23. Franklin *****. Rental was for 24hrs and only a portion of that the vehicle was available to me because of a service engine light on. No longer comfortable using at that point. When returned all I got was an "oh well" .
  
  Sincerely,
  
  Franklin *****

  Business response

  07/17/2023

  We tried giving another vehicle to the customer and he refused to take the other vehicle that we offered the customer had the vehicle for most of the day we offered a rain check we have a no refund policy that he signed a sales receipt and the contract we were more than willing to give him another vehicle at that time he refused we offered a rain check he refused that as well

  Customer response

  07/17/2023

  
  Complaint: 20319076
  
  I am rejecting this response because: This has nothing to do with my rental. You all must don't keep very good records. You are speaking about a totally different rental. I sent the info on my rental I'm referring to. 
  
  Sincerely,
  
  Franklin *****

  Business response

  07/22/2023

  Customer was refunded today.. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a 24 hour rental. After using the golf cart for 1 hour (had to wait 3 hours after picking it up due to rain), we broke down. The rental office was closed therefore we could not get a replacement. Moreso, we had to have it towed to their office and find our transportation back to the hotel. They refused to give a refund or honor my credit card dispute. They only offered a rain check for a one day rental in the future. They count on this as their policy as all customers are from out of town and most will not be able to use the rain check. Completely unreasonable!

  Business response

  07/22/2023

  Customer was given back her rental payment. Please see the attached documents showing the refund via rental chargeback dispute. 

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20312334, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sheri ****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 28, 2023 I made an online reservation with this company for the rental of 2 golf carts. My card was immediately charged almost $3,000 total. I then received an email with a booking receipt that states “your card will not be charged until the booking is confirmed” even though my card was charged immediately. I then received a call from the homeowner we were renting from letting me know that the new laws in the area restricted the use of golf carts and that we would not be allowed to use them. I immediately called outlaw rentals back who knowingly rented me the carts knowing it was illegal in the area. There are multiple reviews for them stating they are still doing this. I asked for a cancellation and refund and was told they had done this but would still charge me a 20% fee. During all of this I received contracts to sign and was told I had 24 hours to get them back….these were never signed because the rental and cancellation all took place within an hour. It is now July 10th and I still have received no refund. I was told today that it was “my problem” and “my credit card companies problem”. I asked about why they state the card will not be charged until the contracts are signed but do it anyway and they would not answer. I also asked why they knowingly rent to people in areas where carts are not allowed and got no answer. If you do a little research you will see they are doing this and getting people to sign the contract then not giving refunds. This is unacceptable. I don’t even think I should be charged a 20% cancellation fee.

  Business response

  07/10/2023

  refund was given

  Customer response

  07/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20297455, and find that this resolution is satisfactory to me.
  

  I will follow up when I actually see the refund in my account. They will no longer answer my phone calls so I will have no way of contacting them if I don’t receive it. 
  
  Sincerely,
  
  Jennifer *******

  Customer response

  07/12/2023

  I filed an initial complaint on July 10. Complaint number 20297455. I was told that I would have a full refund within 24-48 hours. I was slay sent a text message telling me not to call this business anymore and they will no longer answer my calls or texts for follow up on this matter. Since the supposed resolution we received a refund for $338.20 and then this morning of $776. This is not even close to the total amount due and they seem to be purposefully sending it day by day in pieces. I have attached the text messages she sent and my response. Please assist me in closing this matter out. This should not be so difficult and a business should not be allowed to refuse follow up while withholding a customer’s money. In total we are owed $1173.54 and $1754.94.

  Business response

  07/26/2023

  We refunded all of jennifer *******s money I'm unsure what the remaining issue is ?  She was refunded all monies.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩