Consumer complaint received 2025-05-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Dear Madam or Sir. 
I sincerely apologize for this long letter, I know this is a lot to read. I would like to file a complaint with your agency about my experience renting a car from XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX  was so frustrating and the customer service level so poor that I am compelled to write this letter. 
The trouble started when I showed up on time to retrieve the vehicle at around XXXX XXXX, my plane landed at XXXX from XXXX NY XXXX XXXX  on XX/XX/XXXX. I'd reserved weeks in advance ( ref : reservation XXXX XXXX trip number XXXX ). I waited in line for over hour and a half. While I was waiting to speak to a customer service representative and there was only XXXX representative, I noticed several other angry and/or frustrated customers ( this should have been a red flag for me ). 
Eventually, a car was presented to me, though not the model I had reserved. The mode I reserved was an XXXX XXXX which was more expensive than any other models that they had offered. The interior of the XXXX was not clean and the odor inside was unbearable, I found a number of candy wrappers and the floorboards the passenger seat was caked with dirt and stained. I went back to the counter where a have waited for about XXXX min ( had to wait for the customer that was at the counter to finish his transaction since there was only XXXX representative ) to request for another car. 
The second vehicle that was brought to me was XXXX XXXX. At this point I didnt care any more and I have accepted the car, even though it wasnt clean inside. When got in the car the tire pressure indicator was lit up on the dashboard. I have pointed it out to the gentlemen that brought the car to me, his response was dont worry the light will go off after few miles driven it did not go off. There was a loud humming noise coming from the front of the car and the gas level dropped after I drove the car for about XXXX miles. At this point I have decided that I have to return this car. 
On the way back I had to find the gas station to refuel the car ( I have the receipt for that ). When I have arrived at the car rental place I had to wait for another hour with some change to speak to the clerk behind the counter. When my turn came up I have asked for him to take the car back. I was willing to pay for the XXXX day of rental. Response that I had was that I can not return the vehicle and that I would be charged the full amount. 
The second part of my complaint is the price that I was charged for this unused rental. The price that was offered and accepted by me from XXXX XXXX was {$76.00} including taxes and fees. The XXXX XXXX XXXX  charged me {$270.00}. They have added the XXXX XXXX insurance that they informed me was mandatory, Which is not {$59.00}. They have charged me a XXXX XXXX XXXX fee, I was told it was mandatory, which is not {$64.00}. They have charged me sales tax again which I have already paid when made reservation with XXXX XXXX. I DO HAVE ALL OF THE RECEIPTS FOR ALL OF THESE TRANSACTIONS. 
On the same day I have went to a different car rental company and rented a car from XXXX car rental for duration of my stay In XXXX XXXX. The price and all the charges were upfront and clearly explained to me. The car was given to me was clean and reliable. 
I did file a charge back with the Citi Bank XXXX XXXX XXXX credit card but unfortunately they have ruled in favor of the car rectal company without any explanation. 
I urge your agency to review XXXX XXXX XXXX unfair, unprofessional unjust practices. I would like a full refund that I was charged for this unused car rental. I work XXXX jobs XXXX  days a week to t keep up with the inflation and going up cost of living. I work at XXXX XXXX full time as wheelchair and stretcher department manager XXXX XXXX and XXXX evening AND Saturday morning I drive for XXXX XXXX  and XXXX to save money for the vacations that my wife and I try to take once a year. 

Sincerely XXXX XXXX XXXX Address XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX Work phone number ( XXXX ) XXXX Cell phone number ( XXXX ) XXXX Email XXXX XXXX

Company response to consumer: Closed with non-monetary relief