City Car Rental Cancun Reviews 14

CITY CAR RENTALS and VICTORY LUX are working together in a car rental scam. These fraudsters advertise through a CITY CAR RENTALS website, and take a 20% deposit on booking. On receipt of the booking confirmation it shows that the rental is operated by VICTORY LUX. The pickup point shown in the pictures for CITY CAR RENTAL is closed and chained up. Our driver managed to make a call to ELIZABETH who works for CITY CAR RENTAL who directed him to a car yard with no markings along the 307 Highway. We went into a small office (no name in sight but VICTORY LUX on the Folio) where we paid a deposit and the full price of the rental (even though we had paid a 20% deposit) On attempting to question this, we were told "No English". On being taken out to the car we found that this was not what we ordered!! We were given a Dodge Caravan 2017 model with many dents and scratches, no number plates and only papers taped to the back windscreen, two broken tail lights and generally dirty. We had ordered a Kia Sportage or similar. On questioning this, we were again told "No English" and made to feel quite threatened and decided to take the car and leave, and attempt to sort matters out later. On reaching our hotel, the concierge informed us of a serious oil leak the next day. She called VICTORY LUX and ELIZABETH who then were attempting to exchange the vehicle for something else. We refused, and asked that the vehicle be collected and our rental charge and deposit be refunded. The vehicle was duly collected from the hotel on 31st July and ELIZABETH then promised to look into the refund. To date we have had no further communication or correspondence from CITY CAR RENTALS or ELIZABETH or VICTORY LUX. And, of course, no refunds. A total scam.

I paid for a car reservation for my vacation in October 2022 and ended up renting more time than I needed because they told me it was necessary to ensure the pick up and drop off of the car at my hotel. The day for pick up and despite the fact that the reservation says that the car would be delivered to my hotel, they surprised me that it was a mistake and that I had to go to their offices to pick up the car. Although they would take me there, the trip to their offices and paperwork would take at least two hours of my vacation, which was precisely what I wanted to avoid from the beginning. That is ENOUGH REASON TO AVOID HIRING THIS COMPANY. However, there is more. Since they had broken the conditions of the contract, I no longer wanted to rent the car and they told me at that time that they were requesting a refund for the reservation. Having no news on the subject, I wrote on whatsapp, I made a request by email to the only email they publish in their website and finally I called by phone. At the end they told me that my refund does not correspond, that the published telephone number and e-mail are the only ones they have. Therefore, MY CONCLUSION IS THAT IT IS A SCAM. I hope that my experience will serve so that other people are not victims.

Horrible service, they cars are old and you will end up paying twice your initial quote. They will say that the insurance is covered in your initial quote and once you are there they will tell you that if you want full coverage you need to pay more.

I've used this company for 3 years in a row in Cancun. The reviews I'm reading here don't sound remotely close to my experience. I have to say, the long winded hyper dramatizations make me suspicious of those posters. This company treated us great, the cars were great, and the service was great. The worst was that we had to be transported to town (by them) and we waited for longer that I would have liked. But they are less expensive. They do sell an additional 100% coverage for collision and theft is expensive, but it's extremely expensive at any car rental. Their coverage is not worthless as alleged.. It has a fairly high deductible though.

Please DON'T BOOK A RENTAL CAR THROUGH THIS COMPANY! We unfortunately had a very bad experience with them, with ended up being DANGEROUS for us! When getting information before renting the car, they told us that the insurance was included. After arriving at the company to pick up the car, they told us the insurance that was included was basically useless. The insurance that we needed to take would cost us more then the actual rental price for the car! There was no change to cancel the booking for the car anymore at that point, without loosing money, so we went ahead with the booking. Then... a couple of days into our holiday we got a puncture in our tire. That can happen of course! We stopped next to the road and got ready to change the tire. The spare tire was in the back, but we couldn't use it. This was because they putt an anti theft locking wheel nut on all the wheels. So you will need a special tool to be able to change the tire. But that extra tool was nowhere to be found. It WASN'T in the car! Meanwhile we are standing next to the road in Mexico, without phone reception and with all our belongings in the car. Next to the road with the closest village being a 40 minute drive away! Quite a DANGEROUS situation! A few locals stopped and tried to help us, but unfortunately without the special tool, no one was able to take the tire with the puncture of. After about an hour (it was almost getting dark...) another local stopped and he actually had an air pump with him. We managed to put a stick in the hole, after pumping it and we drove to the nearest village. Needless to say that we didn't have another option at that moment, but it was of course not the safest thing. In the village they could also not change the tire, but they could temporary plug the hole. They assured us that we would be able to drive with it to our already booked accommodation of the night. We called City Car Rental and tried to explain the situation. They actually wanted us to stay in the village and to wait for someone from their company to come over. Mind you that by then it was already dark and we were in a small village with all our belongings. We also had accommodation booked for the night and got told that with the temporary fix we could make is safely to our next place. City Car Rental didn't seem to understand that they put us in a dangerous situation. That it was actually their fault, that we could not change the tire next to the road. They put us the whole time on hold (to speak with a manager I guess) and at no time their was an apologize made. Waiting there would be just dangerous for us and we would have had no accommodation to go to that late at night. So waiting a couple of hours for someone from their company was not an option at that point. We agreed that the company would send someone over the next morning. The next morning we waited for a couple of hours and since we actually wanted to enjoy the day, I send them a message. They changed the story and told us that we needed to buy a replacement tire. We refused since we could not change the tire (without that special tool). I asked multiple times if they could call me (sending messages doesn't really work in a case like that) and I tried to call them many times too. They didn't pick up or call me.... After some time again, they told us that they would send someone over that day. We finally could enjoy our day a bit! In the evening we got a message that someone of City Car Rental had arrived. He told us it was his day off, but he had to drive all the way to us. He also told us we had two options. Changing the car or he could change the tire for us. I guess he had the tool? As we didn't want to waste any more of our time on the car issue we choose the change of car. There would be no extra cost for that. We paid the guy the difference in fuel between the cars in cash and off we went. When we dropped off the car we got rude staff, no communication and they didn't even no our story! And they took 90 US off our deposit! THEY FORGOT THE TOOL! THEY MADE A MISTAKE! DANGEROUS!

Avoid this company at any cost! We just got scammed by their worker! Check in experience was bad, they were not ready for us and we had to wait for few hours late at night, tired, because they took car to fill up the gas and disappeared. When they returned they came back
With two bars of filled gas, like are you serious? So after all this wait we had to go and fill up again! But that’s not the worst part of this story. When we dropped off the car they took us to the airport and HERE IS THE SCAM YOU HAVE TO WATCH OUT FOR! He asked us what airline we said AMERICAN AIRLINES. He said it’s terminal 4! The whole road he jokes and laughs. Asking us questions. Then dropped us off and asks for TIP! The scam is there is not American Airlines at this terminal, it’s terminal 3! So now you strangled at the wrong terminal and immediately attacked my cloud of Mexicans trying to hustle you hard! They telling you it’s a 40 min wait for free shuttle or an hour walk, so you have to get a taxi-$20! We found ourselves In line with other gringos, who was outhustled and fooled just like us! This is beyond disgusting what they do To people, after we bring business to the their country to treat us this way! I have never been more mad in my life! And what’s even worse this was by our CITY CAR rental company, after we have them business, and he asked for TIP knowing he dropped us off at the wrong spot to be ripped off! Mexicans it’s a whole another bread of lies and manipulation, I have never seen this level of disgrace in any country in the world!

Absolutely terrible , the most disgraceful experience we ever had in a holiday. As soon as you land in the country pretty much your first perception is the airport and the rental car people , if you could call them that. These are highly trained fraudsters who will rob you in your face and claim their card machine is not working. Disgusted by all this they literally destroyed our holidays.

BEWARE OF THESE THIEVES!!!
On Wednesday I went to their offices to rent a vehicle that I had reserved days in advance, from the first moment, they made different mistakes.
First, I had paid 20% of the total price to ensure the availability of the vehicle I had reserved, full size category, a Jetta and at the time of arrival they did not have it, but they offered an Elantra, and I agreed with that, because I knew that they guarantee the category of the vehicle and not the car itself.

The person at the counter explained to me that if I did not buy the extra insurance and something happened to the car, I would cover the total damage, since the 10% of the deductible that their insurance offers are only valid when it is total theft or total loss of the car.

I denied to accept the extra insurances and told them that I would take on that responsibility.

Then he told me that he needed to put a hold on my Credit Card for 13,000 pesos around 630 USD, but I showed him that on my confirmation email said only 400 USD, and he just said: Oh, ok.

After this moment, I gave them my driver's license, my identification and my credit card to start the process.

Minutes later, they told me that my credit card was declined, and that I should speak to the bank to see what happened, but it was not a problem with my card, because outside their offices there is an oxxo, I went and bought some things, with the same card, bring them the receipt to show them that the card worked well and that it was their bank payment terminal.

Also, I spoke to the bank to verify if there had been any attempted transaction with my credit card and there were none, so they have tricky bank payment terminals !!!

After this, another worker at the counter, supposedly named Eduardo, started yelling at me and told me it wasn't his problem and to get out of the office, so I said ok, I just need my refund, For this, I had already started to record the situation and the way they treat customers, especially Eduardo, because the person who was assisting me from the beginning was very polite even though he gave me wrong information, I requested an email to ask about my refund and they gave me the following email: biikings(at)citycarrental.com, WRONG !! That email doesn't even exist, I requested it twice, and they gave me that email twice, he even take the time to spell letter by letter. SHAME ON YOU!

These people at the counter, earn a commission for each extra insurance sale they make, it is a shame that they would rather let go of a client than lose their commission.

Eduardo told me that he was denying me the service because my license was new, but in the terms and conditions of City Car Rental, they do not establish a period of age of the license to be able to rent the vehicle.

Yesterday, I communicated by email requesting my refund. I hope to have an answer today, otherwhise, I will post the video on all my social channels.

I hope that whoever reads this will help you to never rent a vehicle with them.

Good variety of available cars, mine functioned perfectly

Great Experience!, an excellent customer service.