5 Star Rent-A-Van

BEWARE. Negative 5 stars. Terrible horrible awful communication. Just got off the phone with someone claiming to be the owner of 5 star. He called me a liar and told me I no credibility with him. Extremely unprofessional. At this point I do not believe this is a real company. These guys are scammers.



Paid for my reservation in full, in advance, day of supposed delivery, I was to receive a call telling me where I could meet the driver who would be dropping off my vans. The agreed upon time came an went, I called both of their business telephone numbers over 30 times and the calls just rolled to voicemail. Of course I began to panic, thinking I had been swindled by an illegitimate company out of $1000 on top of now not having transportation for 12 kids the day of their last baseball tournament if the year.



Eventually I got a call from the company, apologizing saying the vans were just running behind, but would meet me in Burlingame within 20 minutes, they were stuck in traffic coming from San Jose. 90 minutes later, no vans, still no one picking up at the telephone number provided. We had 12 kids standing in a park with all their luggage, waiting to get to Southern CA. Finally someone called us to say that the vans were on their way, and he was going to have the drivers phone us directly. No call. Attempted to call them back, no answer. Over two hours late, the driver now phones to say that he is in SF and is waiting on customers to return the vans before he can bring them to us. Said he only had 1 of the 2 we paid for, and that it would be another 2 hours. No calls, 2.5 hours later, we call again and are told that the vans are enroute from Sacramento, that it will be at least another hour. The driver is texting us his supposed location, claiming to be stuck in traffic at the bridge (on a weekday, midday coming into SF- yeah right). The vans were supposed to meet us at 9am, it's now after 3pm. Around 4 a driver shows up with one van...



One van...we ask, where's the other van? Oh it's in SF. We ask well how is it getting here? "I guess if someone could drive me back in this van we can go get it."

WHAT!!!!!!!!!!!!!!!!!!!!!!!!!!!! You told us you were one your way 2 hours ago, one the phone, but failed to mention you were only one van?!



I tell him no, I'm not leaving these kids to drive you back to SF. He gets in a cab and leaves. Two hours later he arrives with a second van. We pile in and try to leave 9 hours behind schedule...and well if the battery isn't dead in the first van.

!!!!!!insert expletive!!!!!!



We end up buying jumper cables, spending another 45 minutes dealing with that. The vans were of course delivered on empty, so now we also have to stop for gas. We got our kids to SoCall after midnight, and the hotel had given away their rooms. (yes we did call to confirm our arrival time throughout the day as this was all transpiring). We had to work out this fire drill, eventually the boys made it to bed in time to get 5 hours of sleep before their 8am game.They missed all of Fridays events.



5 stat rent a van didn't own these vans according to the "driver" these van were rented then re-rented to us at a premium. They hired a cut rate company to supply us, didnt provide customer service along the way, instead put us in touch with said cut rate company and failed miserably at facilitating the transaction.



What type of compensation do you think they offered to right this wrong? Well they offered us a $200 credit to be used the next time we rent with them. They stopped answering phones from that point on and didn't respond to our messages the rest of the weekend. They ruined this trip for our boys, and robbed them of their first day.

I rented a van from 5 Star Rent-A-Van and could not be more satisfied. Great service, great van, & great rates. They gave me unlimited miles w/out charging me. They have a large yard and allowed me to park my car there while I was gone/rented the van. I recommend 5 Star Rent A Van and will definitely call them for my next trip!

I rented a 15 passenger van and they we're really friendly and had prompt service. They delivered the van for free to my house and picked it up when I was done. The van was super clean and nice. great job!!