Our Customer Service channel (SAC – Customer Assistance Service) was created to support customers in various situations and ensure that any dissatisfaction or difficulty is handled promptly. By reporting a problem, the customer directly helps us act quickly, minimize impacts, and find appropriate solutions together with our partner rental companies.
In which situations can I file a complaint?
A complaint with SAC may be filed for several reasons, including:
Clarifications or questions about charges.
Identification of charges without a reservation: When you do not have an account or rental with us, but you identified a Rentcars charge on your statement/bill.
Disputes regarding amounts or fees.
Doubts or dissatisfaction with the quality of service received.
Complaints related to the service provided.
Issues such as vehicle unavailability, discrepancies in the booked category, additional charges, tolls, deposits, or overbooking situations.
Requests for review in cases involving fines, damages, or unused rental days.
How to prepare before filing a complaint?
Before contacting the SAC, follow these steps to ensure your request is registered quickly and efficiently:
Identify the situation
Check whether your issue or question falls into one of the situations eligible for a complaint. This includes cases of payment fraud or improper charges, damages, unused rental days, vehicle downgrade, overbooking, or questions about the service received.Gather documents and information
Before reaching out, make sure you have all necessary data and proof: rental contract, payment receipts, notifications, photos, or any records that help explain the situation.Vehicle inspection at pick-up and return
The vehicle inspection is an important step both at pick-up and when returning the rental car. At this moment, the general condition of the vehicle is checked, such as possible damage, fuel level, and other relevant items.For your safety and to ensure greater transparency during the rental, we recommend that you:
Carefully review the pick-up checklist, where the vehicle’s condition is recorded at the moment it is handed over to you.
Take photos or videos of the vehicle at the time of pick-up, showing the exterior, interior, and any details you consider important.
Repeat this record at the time of return, before handing the vehicle back to the rental company.
These records help ensure greater clarity about the vehicle’s condition throughout the entire rental period and may be useful if it becomes necessary to clarify questions about the car’s condition at pick-up or return.
Reporting the problem through our contact channels
Once the situation is identified and documents are ready, contact our customer service or Carol, our virtual assistant via online chat, to report the issue. Complete and detailed information helps our team analyze the case more quickly and efficiently.
Check the origin of the charge before filing a complaint
Before submitting a request to Customer Support, we recommend that you review the Rental Agreement, usually sent by email or provided at the time of vehicle pick-up or return. This document lists the contracted services, selected protections, and any authorizations recorded at the rental counter.
Some charges may be related to items such as:
Fees and services
One Way Fee (OWF): a fee applied when the vehicle is picked up in one location and returned in another.
Tolls Unlimited: tolls included during the rental period.
Additional protections
PAI: personal accident insurance for the driver and passengers.
RSN: extended roadside assistance (key, battery, tire, emergency fuel, among others).
SLI: additional liability insurance for damages to third parties.
Other common items
Security Deposit / Hold: a security deposit hold on the credit card. This is not a final charge and may take up to 30 business days to be released after the vehicle is returned.
GSO (Gas Service Option): prepaid fuel option that allows the vehicle to be returned without refueling.
Check the status of services in the contract
The rental agreement may include terms indicating whether a service was accepted or declined:
Accepted: service accepted or authorized at the counter.
Declined / Refused: service offered but declined by the customer.
These terms may vary between rental companies, but they are among the most commonly used to indicate the decision recorded at the time of pick-up.
Important tip
Before signing the contract, carefully review all services and amounts listed. If you have any questions, ask the rental company for clarification at the counter.
Whenever possible, take photos or videos of the contract and the vehicle inspection at the time of pick-up. These records may help clarify any charges later.
If, after reviewing the contract, you still identify a charge that you do not recognize, please contact our Customer Support so we can review the case.
What is important to have on hand before contacting the SAC?
Before reporting any situation to our SAC, it’s useful to have some information and documents at hand.
This checklist was created to help you prepare before contacting us, ensuring you already have the necessary data and proof for each case type. This makes the process faster, avoids rework, and enables a more accurate analysis:
Click the arrow next to the following title to open the full list.
Verification checklist before contacting Customer Support
Verification checklist before contacting Customer Support
Rental documents and requirements
Driver’s license and physical credit card with available limit.
Verification that the card belongs to the reservation holder.
Minimum age required by the rental company/location and nationality matching the documents.
Security deposit hold
Indicate how many business days have passed since the vehicle was returned and provide proof of payment status (such as an invoice or statement) showing whether the security deposit and IOF have been released or are still pending.
Remember: The release of the security deposit can take up to 30 business days, depending on the card operator and the vehicle’s final inspection.
Additional charges
Rental contract, proof of charges, invoices, or communication records with the rental company.
Details about amounts, dates, times, and description of the charges.
Unused rental days and vehicle downgrade
Return date and time, category/vehicle received, and any related documentation.
Fines, tolls, and damages
Received notifications, contracts, photos, evidence, or documents proving the vehicle’s condition.
Service quality and rental experience
Names of attendants, audio or video evidence, and relevant interaction records.
Cashback and applicable benefits
Return dates and applied coupons, if any.
Other important points
Proof of reported expenses or losses.
Overbooking situations, withheld amounts, or downgrades, including evidence or records from the rental company.
Tip: Use this checklist to gather the necessary information and make your SAC interaction faster and more efficient.
I don’t have a reservation, but I identified a charge. What should I do?
First, check whether the amount on your card statement appears exactly as Rentcars.
If you have never used our services and believe you may be a victim of fraud, our finance team is ready to investigate the case.
To speed up the tracing process and a possible refund, please have the following on hand:
Proof of the transaction: Screenshot of the bank statement showing the date, amount, and installments.
Card details: Provide only the last 4 digits of the card used (for security reasons, never send the full number).
Charge status: Let us know whether the payment was approved or if there were declined attempt
Transparency and follow-up
It’s important to note that:
Each reported situation will be reviewed individually.
The average time for an initial response is up to 48 business hours.
All complaint follow-up is done via email, allowing the customer to track the full history of the case.
The SAC’s goal is to understand and handle each situation in the best way possible.
Why can some analyses take longer?
In certain situations, the progress of the case also depends on the analysis and response from the rental company responsible for the service or for the disputed charge.
As the reservation intermediary, Rentcars opens the request, follows up on the case, and asks the partner rental company for updates. However, some checks, such as contract review, vehicle inspection, additional charges, or operational records, must be carried out directly by the rental company.
For this reason, the resolution time may vary depending on how long it takes to obtain this information.
Rest assured: our team continuously monitors the case and will keep you informed by email whenever there are relevant updates.
Why is this process essential?
Registering through our Customer Service Center (SAC) ensures that every situation is documented, analyzed, and handled in a standardized way.
This allows us to:
Properly address doubts and dissatisfaction.
Work with rental partners to find solutions.
Monitor patterns and recurrences to improve customer experience.
The importance of reporting promptly
Immediate contact with the SAC increases the chances of a quick resolution, as recent and detailed information makes the process more efficient. In addition, reports made shortly after the incident allow us to follow up with rental partners more accurately and consistently.
For more guidance, please contact our Help Center.