I have attached below my letter to E-Z Rental Car back in March 2011. I have also submitted a complaint to the BBB. E-Z Rental Car has not responded to either. BEWARE of this company!!!

Dear Sir/Madam:

I am writing to complain about my recent experience at your Cancun airport location. I had reserved a minivan on November 17, 2010, for pick up on December 29, 2010, at 12:30 p.m. When I arrived at your location, I was told by your representatives that a minivan was not available and that they did not know when one would become available. They offered me either one mid-size car or two compact cars instead of the minivan. I did not want two compact cars (because they refused to waive the additional insurance premiums or otherwise alter the price so that I only paid the amount I should have paid for one minivan), and the mid-size car would not fit all six of us. Your representatives were VERY rude and simply told me that the "did not sign a contract with me" and did not have to provide the minivan. They suggested that I go back to the airport and rent a minivan from another company. They refused to call any other companies to find out whether any minivans were available. In the end, because we had no other options, I accepted under duress the mid-size car, and one other person in my party rented a compact car from E-Z separately (extra $$$). They refused to give me any discount based on the fact that I was not getting the minivan I reserved (they charged me the minivan price). However, they said that they would call me as soon as a minivan became available in Cancun or Playa del Carmen, where we were staying for a week. This never happened. In fact, I went to the Playa del Carmen office the following day to inquire about a minivan. Your representative at that office told me that a minivan was available for the duration of my reservation at the rate of $200USD/day. I did not at that time inform him that I simply wanted to exchange my mid-size car for that car, per the Cancun representatives’ suggestion. The following day, I again went to the Playa del Carmen office and inquired about a minivan, and again was informed that at least one minivan was immediately available. However, when I explained the situation and asked the representative to call the Cancun office to arrange for the exchange, he told me that the minivan was “no longer available.” I accused him of lying to me because he did not want to give me the minivan, and he admitted this was true and told me to contact “customer service.” He refused, however, to allow me to use his phone to call “customer service.” The WORST part of this whole fiasco happened one evening when we were driving back to our hotel from dinner in Playa del Carmen—we were pulled over and forced to pay ($60USD) the local police because we had six people in a five-person car. They had threatened to take me to jail if I did not want to “pay the fine” then and there. On top of all of that, I was charged $398.68 for this reservation, even though I was quoted a rate of $385.47 FOR A MINIVAN. I respectfully request a partial refund and explanation of the price discrepancy. Considering the fact that another group we were traveling with reserved a mid-size car for the same week at the rate of $205.25 (including taxes, fees and insurance), I would expect nothing less than a $193.43 refund. Please contact me if you have any questions.

Regards...