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“Over charged ”

★☆☆☆☆

written by Alis_moe on 18/03/2024

They over charged us plus they start taking money out of the bank without permission. I had to get the bank to dispute plus block their payments to be taken out further more. I don’t advise to use firefly rental car.

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“Charged when not applicable”

★☆☆☆☆

written by MTDono on 13/12/2023

Vehicle returned fully fuelled as requested within 10kl from airport, receipt provided, firefly advised no further charges yet they have charged 197 euro for fuel. You cannot contact them. They are bad, support to be part of Hertz if true Hertz needs to sort this out. Never use this company

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Asked by shandrews on 5th May 2015 Report this content

I have a car rental booked for May 7th at Firefly and our flight doesn't get in until 11:33pm. I am trying to get in touch with the agency to see if they will have someone there when we arrive which will be midnight or after. I have got a phone number from the website and one from Carrentals have called over 50 times and can not get an answer or an answering machine. We don't want to be stranded at that time of the night, cannot get a confirmation. What should I do?

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Answers (12)

Report this content Dabbler58 Written on: 06/05/2015

Hi, I had a nighmare with firefly in 2015 and consequently will never book with them again and advise everyone I speak to not to. Unfortunately you have booked with them. They will never answer the phone or respond in a timely fashion to emails (even simple requests such as yours). The only response (and it was a satisfactory one, which resulted in some refunds after my booking, but it took a lot of perseverance) was when I contacted the head office in Oklahoma City (my booking was for a car in Spain!!) given that your booking is tomorrow evening it may be worth contacting Oklahoma to see if they can advise you. Wanda was the person I dealt with and she was a beacon in the darkness that is firefly! Good luck. ps be prepared for a very long wait at the check in, they are not fast and will load lots of extras on your (seemingly) cheap rental. CDW was compulsory (although I had my own, Personal insurance was added as compulsory. There was a credit card booking fee added. I offered to pay by debit card but the fee was compulsory anyway. I wasnt allowed to pay cash. I had hired the car for2 days but was billed and money taken, for 7 days and the insurance was also calulated over 7 days. even after the extra 5 days hire was refunded I had to ask again for the insurance to be refunded!! There was also a refulling and cleaning fee added before the hire...Check your credit card bill very carefully after the hire and question everything.

Report this content trumpet48 Written on: 06/05/2015

Hire with another company! Firefly are unreliable, less than straightforward about financial transactions and completely unpredictable. You will turn up, as I did, to find them closed and impossible to contact. I cannot recommend them after a series of miserable experiences in both France and Sicily. I booked because they appeared to be low cost - and learned, at MY cost, what they were like.

Report this content pmccann2 Written on: 06/05/2015

You don't say which airport you are flying into - my only experience is with Alicante and I arrived during daytime. It is impossible to contact them by phone as they never answer it. Sorry I can't be of any more help.

Report this content Findlayg57 Written on: 06/05/2015

You don't say which airport you are flying in to. Most Firefly pick up offices close at midnight, having said that if your flight is scheduled to arrive before then I would think they would remain open as there may be others who have also hired cars. If the flight is seriously delayed I would suggest that the office will close. Opening time is usually 7:00am. I'm unsure which phone numbers you gave got but if you haven't tried already I would call the sales number which is 24/7. Good luck.

Report this content KATEA51 Written on: 06/05/2015

Cancel with Firefly and book with another company that may seem a little bit more expensive but believe me it will be cheaper in the long run as Firefly are likely to charge you 3 or 4 times.There is no telephone contact with Firefly

Report this content Veronikach Written on: 06/05/2015

The problem with this company is that is situated in the middle of nowhere out from Bari airport. They run shuttle bus in normal office ours and if you need to give back the car you need to do it at the office location or for some like 30-40 eur you can leave the car by hertz permisses. Hope we are taking about Bari airport. Then as well they will push you to buy their insurance at nearly the same amount of the car hire otherwise they will not give you a car. Or/and block you like 1500-1800 eur. I cannot recommend this company at all! I already wrote very negative review first/last time I booked with them!!!!!!

Report this content Reggiori Written on: 06/05/2015

I am assuming that you told them the time of your flight when you booked the care hire? Then you have a contract agreeing to supply you a car at that time. If you are going to Alicante, I suggest you go to the place where the actual cars are if their desk is closed - there may be a few people on your flight who have booked with them, so they may open the desk. That said, they are not a company would deal with again - lots of hidden extras, making them more expensive than other companies in the end. I did get email replies from the UK base when I complained, but they told me to take it up with the Madrid office! I can't understand why Monarch Airlines recommend them. Sorry I can't be more help.

Report this content paulmoles Written on: 06/05/2015

Given my experience with Firefly I would cancel the booking and look elsewhere. It takes an age to get from their off airport facility, which is no where even close to other operators (who at least have on airport desks) necessitating a two coach journey. Also their facility is difficult enough to navigate in daylight. Their service is positively horrible. Personally I would book a local hotel and or another operator rather than go back to FireFly. Your own experience so far is a good indication of their attitude and availability, if you cannot get hold of them from home during the day, it does not bode well for post midnight middle of nowhere mobile phone only communication.

Report this content Silverskier Written on: 06/05/2015

I would strongly recommend that you cancel your booking and try elsewhere. When we used them we were overcharged by £200+ and spent hours on the phone with no reply. They offer very poor service when we arrived at midday Geneva airport we had to wait for nearly one hour the staff are very rude and unhelpful. Try going straight to a large company direct rather than through an agency the price may be allotted higher but at least you are dealing with a company that understands customer service

Report this content Ar0_ Written on: 06/05/2015

On some airports they are open 24h. There may be other car rentals open on your arrive so I would recommend to use them instead of firefly. Firefly is not the lowest via car rental as it looks like on the web. Before you sign any paperwork from them check 5 times what you payed for and check the total amount you will be charged as they usually add some unneeded stuff and additional insurance. If the amount is crazy high check if the "next door" car rental will not give you the same for less as it is usually much cheaper. Good luck.

Report this content toondog374 Written on: 07/05/2015

Hi. I can confirm you will have no problems at Malaga airport (firefly and all other major firms) until early morning >2 am. I would try to cancel the firefly if I was you. Best just to turn up and go with Avis. They will charge 40 euro for late arrival and about 90 euro additional tax and fees on car return. Total waist of space. Have a nice holiday

Report this content RevT Written on: 07/05/2015

Just back so hope you get this reply in time. I would cancel Firefly and use Centauro if you can.

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Asked by WELSHMAID on 10th May 2014 Report this content

How do I get a full refund as I did not get the car from Firefly as they would not accept my valid, in date MasterCard? The money 145.euros was taken out of my account when I booked and using the same card when I got to the airport.

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Answers (3)

Report this content welly2507 Written on: 12/05/2014

Hi I suggest you complain to your credit card company and tell them this company removed the money without your authorisation, they will then take it up on your behalf.

Report this content deeos Written on: 12/05/2014

agree contact your bank or credit car provider and ask for a refund as soon as possible no contract no payment.

Report this content Dabbler58 Written on: 06/05/2015

Initially you might try your credit card company - they should refund you and take it up with firefly anyway. If that fails contact customer services. MAke sure you explain exactly what happened - I was refunded over half the additional charges. Good Luck

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Asked by Vladass on 6th May 2014 Report this content

I rented a car in Barcelona (airport) the 2.04-6.04.2014. Booking nr. 372033585. After using car I paid and was waiting the reserved sum. The 2.05 this sum (97,63 EUR) was taken by Firefly too. Why not to refund me this sum?

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Answers (4)

Report this content CMKBD Written on: 07/05/2014

We had this same problem. Firefly does something that most other car rental companies do not do. They charge you for a full tank of gas at time of rental and you are supposed to return it empty. Most other companies require you to return the car full. Of course you can't return it really empty so they make money on the fuel that is in the tank when you return the car plus the overcharge for gas at rental. Stay away from Firefly in the future. They will not return an e-mails or other correspondence.

Report this content deeos Written on: 07/05/2014

contact your bank or credit card company and make them refund the charges which they will take it straight from Firefly account do it ASAP

Report this content trumpet48 Written on: 07/05/2014

Firefly is a subsidiary of Hertz - I´m not sure what exactly the relationship is - but I do feel that Hertz´s management should be aware of the deeply questionable policies which Firefly adopt. These appear to be random, depending from where one hires. My only advice would be to get to whoever is overall boss of Firefly, and really pressure them. Also there are various publications which run 'agony' columns about financial malpractice and unpaid refunds. It´s about time Firefly were exposed in this way. I reported them to the police in Sicily last year after two dangerous incidents with unsafe tyres.

Report this content mrrentalcar Written on: 27/05/2014

If you booked indirectly through a broker then you need to go back to the broker for their customer service. If you booked direct with Firefly via their website, then you can contact Firefly Customer Service who will help you.

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Asked by Stewartcochrane on 4th May 2014 Report this content

What I want to know is why they have taken £66 from my account for a hire car in march this year? Having been told that everything was ok by a member of staff. After many requests for a breakdown of the bill it still isn't forthcoming. I feel that this is just another rip off which they can fob onto us.

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Answers (6)

Report this content Findlayg57 Written on: 06/05/2014

Sounds like you were stung similarly to us. We picked our car up from Firefly at Alicante airport in March and were told all was ok. When I received my credit card statement I found that I had been charged for 13 days CDW that I hadn't been offered and would have declined as I had already taken out a separate policy to cover us. When I challenged this via Holiday Autos I was referred to their outsourced claims handler Cartrawler based in Ireland who said there was nothing they could do as I had signed the agreement. This I accept however my point is that I feel that I was tricked and that this sharp practice should be investigated as other customers, having read various reports on review sites, had had similar experiences with Firefly.

Report this content themaltings Written on: 06/05/2014

Having experienced the same dealings from this dreadful company - the only way around it, when they do not reply, is to contact your credit card company and dispute the amount. They will then contact the company and asked for documentation to support the payment and you have an opportunity to comment and reply. This was how we got all our incorrectly billed amounts refunded. Stick with it, I believe that Firefly work on the premise that customers get so fed up with chasing that they give in, so they get away with it.

Report this content Stevekz007 Written on: 06/05/2014

I'd definitely take it up with your bank/Credit card Co. and report it as an unauthorised transaction. Stand your ground too for as long as it takes; they rely on people just going away. They are of course bad but your bank/CC Company wont be really helpful but they're obliged by law to act!

Report this content Cmacgregor Written on: 06/05/2014

Yep I agree that it is another rip off.......I would contact your bank and raise this as a disputed claim. If they confirmed that all was okay when you dropped it off then I would not pay this money. From now on I'll ensure that I receive a receipt at point of drop off confirming that no charges will be made to my card. Good luck.

Report this content ET4NHOME Written on: 07/05/2014

It is definitely false economy booking with this company (see my earlier experience at Alicante airport). I was lucky I e-mailed the CEO of the company (agent)I booked through and all my money was refunded. Many other people have not been so lucky. Spread the word that Firefly are to be avoided, e-mail the airport customer services, the local Spanish, French, German town hall and complain. They are supposedly part of the Hertz group of companies, try contacting Hertz to complain and they will back heal them (Firefly)without hesitation. Good luck I hope you get your refund.

Report this content mrrentalcar Written on: 27/05/2014

If you booked direct with Firefly via their website, then contact their customer services direct and they should be able to provide a breakdown of costs. If you booked indirect via a broker site then you need to chase them for an itemised billing.

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Asked by RutaB on 6th April 2014 Report this content

Did anyone manage to get unauthorised charges back in anyway? As they don't respond to emails, calls. And our bank is not super helpful either. Is there some way to get that money back?

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Report this content themaltings Written on: 07/04/2014

We eventually received back all unauthorised charges, but the way to do it is to cancel with your credit card company saying that you have been charged incorrectly. They then write to Firefly to dispute and it starts a diaglogue that they have to answer. In our case, all charges were reinstated, although we were only disputing some of the charges. This certainly awoke Firefly who wanted some payment, and after an exchange of emails, we agreed what we would pay and asked our credit card company to authorise as per our instructions. If more people were to dispute the deductions this way, Firefly might get the message that this is not the way to conduct business. Good luck with this - it is worth being tenacious so don't give up and take them on.

Report this content Cmacgregor Written on: 07/04/2014

Yeah I finally managed to get the money back through my credit card company........I reported it as a disputed transaction and it's just taken from there. Good luck!

Asked by Alawa2 on 22nd March 2014 Report this content

How long did it take for Firefly to charge your credit card? I just rented a car last week and they haven't charged me for it yet I call and emailed is this normal for there company or should I take my money and go on about my life?

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Answers (12)

Report this content Bf72 Written on: 24/03/2014

Straight away for me. But my goodness that was an awful experience, so many hidden fees and such a beat up car.

Report this content DownhillRacer Written on: 24/03/2014

I rented through Enjoy who took a deposit Firefly Seville Spain processed the final amount on the day I returned the car. You will not get any response from Firefly THEY NEVER DO, CHECK SOME OF THE REVIEWS. I had a problem where they would not accept my yearly excess insurance and made me pay for theirs. They actually took the money without me giving them my pin number and then said they had never seen my card to confirm it was a credit not debit card. I have sent multiple emails but NEVER get a reply. I WILL NEVER USE FIREFLY AGAIN. STAY CLEAR

Report this content Cmacgregor Written on: 24/03/2014

I booked firefly through a rentals company and paid straight away.......I would never use them again, 9 months later and I've inky just got my money back from when they charged me £1227 on to my credit card when I returned from my holiday......absolute nightmare. Alawa2 keep the money and go on about ur life......:-)

Report this content themaltings Written on: 24/03/2014

It was a couple of weeks before charges came through on our credit card, but check them very carefully because there were a number that were incorrect. We are still sorting overcharging from a rental last Oct in Portugal. We were charged an exorbitant amount for fuel and there were various admin charges which we queried. Good luck with them. We did not find them very transparant, and we only starting to receive replies to queries when we disputed payments via our credit card company. I totally agree with comments below, that be very careful dealing with Firefly and personally I would NEVER use again. Surprisingly they are a branch of Hertz who we thought were reputable!!

Report this content rkoevoets Written on: 24/03/2014

It took a few days to be charged on my credit card. It was quite a shock, because of all the hidden fees. I immediately asked them for a specified bill and it took them 6 months to get that to me! Not that is was of any use, but whatever. Main conclusion: better spend a bit more money on hertz or avis. In the end it is much cheaper than firefly (no hidden costs) and it saves you from a lot of frustrations.

Report this content Chalkmeister Written on: 24/03/2014

It was almost instant and like others there were extra charges.Check your cc bill daily. They don't reply when challenged. Twice I have been overcharged, the service is terrible. Claim any overcharging through your cc provider but be sure to keep your evidence and proof of correspondence. The last part of your question is personal to you. I wouldn't be dishonest but knowing what I know I just wouldnt ever use them again. They are part of Hertz and I wouldn't use them either.

Report this content schcl Written on: 24/03/2014

Hello, I didn't rent directly from Firefly but from BSP Auto which assigned my request to Firefly. BSP Auto charged my credit card one week before taking the car at the Cagliari office of Firefly. At the desk, Firefly booked my credit card with the amount oft the guarantee (in case there would be material damages during my stay).This amount was only released from my credit card three week after I returned the car with no damages, which was definitely not confortable considering the amount of worrying information I collected about Firefly after my trip. Regards

Report this content toonia Written on: 24/03/2014

Dont trust firefly. Biggest ripoff you could fall on. The search engine we rented through took our money straight away. A month later after returning the vehicle we got charged a whole lot of extras. We wrote to them, tried calling them, to dispute this but got nothing in return. In the end we got our money by complaining through our credit card that this was unauthorized, which it was. If they havent charged you, then dont worry about it. But has taught me a valuable lesson, never ever go through Firefly, and have steered well clear of them, having rented 4 subsequent times since then. for anyone reading this, STAY CLEAR OF FIREFLY.

Report this content pmccann2 Written on: 24/03/2014

It was 4 or 5 days after I returned the car.

Report this content ET4NHOME Written on: 24/03/2014

I was only in Spain for 2 days, when i got home £168 had been charged to my card for the 2 days hire. No joy with Firefly (bandits)therefore e-mailed the CEO of the agent company I booked through. My money was refunded within the week. Everybody who contributes or reads this forum spread the word Firefly are a disgrace, avoid at all costs.

Report this content faberyx Written on: 25/03/2014

I had a prepaid voucher, when i arrived they took a deposit for about 1500 euros and when i was back they charged 410 euros for an almost invisible damage (that I didn't cause) on the glass of an old Fiat Panda. This amount was charged immediately by Hertz (even if i rented with firefly in Italy)and it turned out to be the worst customer experience ever. STAY AWWAY FROM THEM, no customer service, no service, I wonder how such a company can still operate on the market. WORST CUSTOMER EXPERIENCE EVER

Report this content TommyL Written on: 25/03/2014

For me the credit card charges appeared on my account within a few days. I have never used this company before so I can't answer for their efficiency in this regard. On saying that I wouldn't use them again if they were the last car hire company on earth. If I search for car rental as I have again recently, I exclude Firefly. I hope this helps.

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Asked by jj42bed on 5th January 2014 Report this content

Any reviews on las vegas firefly operation?

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Report this content pmccann2 Written on: 07/01/2014

My advice would be to avoid Firefly in any location as their business plan seems to be based on quoting low prices up front and then taking what they want once they have the customer's card details.

Report this content Bf72 Written on: 24/03/2014

Agree with pmccann2. Firefly is a dreadful, dreadful company, so many hidden fess.

Report this content DownhillRacer Written on: 24/03/2014

STAY AWAY FROM THEM NOTHING BUT TROUBLE. 2 BOOKINGS 2 PROBEMS

Report this content rkoevoets Written on: 24/03/2014

fully agree with pmccann2.

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