Lack of transparency and disappointing…
Lack of transparency and disappointing customer experience
My experience with XRental (Sarajevo Airport) has been extremely disappointing.
I collected the vehicle through XRental / United Rent A Car after booking via CarJet. The vehicle was returned on time, without any damage, and the company itself confirmed that no damage or claim existed.
Despite this, EUR 1,124.84 was debited from my credit card and I was informed that the entire amount would remain unavailable until 25 September 2026, almost six calendar months after the rental had ended.
The contract states that the security deposit "may remain reserved for up to 120 business days." However, in practice, the maximum period was immediately applied in my case, despite:
no damage;
no accident;
no claim;
no traffic fine;
no outstanding liability.
Throughout several weeks of correspondence, I repeatedly asked two simple questions:
Why retain the entire deposit instead of only a reasonable amount sufficient to cover any possible future fine or administrative charge?
Why does the contract say the deposit "may" remain reserved, while the maximum period appears to be applied automatically?
Neither question has ever been answered.
What disappointed me most was not the existence of a security deposit itself—I fully understand why rental companies require one.
The real issue is the lack of transparency.
Customers should be clearly informed before booking that more than EUR 1,100 may be withdrawn from their account and remain unavailable for almost six months, even when the vehicle is returned without damage and without any known liability.
Had I been clearly informed of the practical consequences of this policy before making my reservation, I would have chosen another rental company.
I am publishing only documented facts and will continue to update this review as the case develops, so that future customers can make an informed decision before choosing XRental, United Rent A Car or booking through CarJet.