Additional Car Rental charge
Discussion
I'd appreciate some opinions on a dispute I'm having with Expedia and Budget following a recent US trip. I booked a two-day Budget rental through Expedia, collecting in New Orleans on 5 Nov and dropping off at Atlanta on 7 Nov. My Expedia confirmation showed:
• Car hire: £257.81
• Collision Protection: £20.58
• Total paid: £278.39
It also clearly stated that the rental was one-way (New Orleans to Atlanta) and that: "The total price includes all mandatory taxes, fees and insurance." There was no mention anywhere in the booking price breakdown of an additional one-way fee. However, when I collected the vehicle, Budget added a one-way fee of $455.
I disputed the $455 as it had not been disclosed during booking but ultimately paid it because I needed the car and had no practical alternative at that stage. Since returning home, I've complained to Expedia. Their responses have been inconsistent. One agent suggested the charges related to LDW and offered to refund the £20.58 Collision Protection fee. However, the Budget rental agreement clearly shows LDW at $0 and a separate one-way fee of $455. They also keep quoting a clause relating to a $300 to $1,500 penalty for returning a vehicle to a different location without authorisation. Yet Expedia's own confirmation showed New Orleans as the pick-up and Atlanta as the return location. There is also a separate issue where Budget's final invoice records the return date as 9 Nov rather than 7 Nov, which has generated additional charges that I am also challenging.
My questions are:
1. Do I have a reasonable argument that the $455 one-way fee was not adequately disclosed before booking?
2. Does Expedia bear any responsibility for presenting the total price, particularly when it stated that all mandatory fees were included?
I'm not arguing that one-way rentals should be free. My argument is simply that a mandatory $455 charge should have been clearly disclosed before I committed to the booking.
• Car hire: £257.81
• Collision Protection: £20.58
• Total paid: £278.39
It also clearly stated that the rental was one-way (New Orleans to Atlanta) and that: "The total price includes all mandatory taxes, fees and insurance." There was no mention anywhere in the booking price breakdown of an additional one-way fee. However, when I collected the vehicle, Budget added a one-way fee of $455.
I disputed the $455 as it had not been disclosed during booking but ultimately paid it because I needed the car and had no practical alternative at that stage. Since returning home, I've complained to Expedia. Their responses have been inconsistent. One agent suggested the charges related to LDW and offered to refund the £20.58 Collision Protection fee. However, the Budget rental agreement clearly shows LDW at $0 and a separate one-way fee of $455. They also keep quoting a clause relating to a $300 to $1,500 penalty for returning a vehicle to a different location without authorisation. Yet Expedia's own confirmation showed New Orleans as the pick-up and Atlanta as the return location. There is also a separate issue where Budget's final invoice records the return date as 9 Nov rather than 7 Nov, which has generated additional charges that I am also challenging.
My questions are:
1. Do I have a reasonable argument that the $455 one-way fee was not adequately disclosed before booking?
2. Does Expedia bear any responsibility for presenting the total price, particularly when it stated that all mandatory fees were included?
I'm not arguing that one-way rentals should be free. My argument is simply that a mandatory $455 charge should have been clearly disclosed before I committed to the booking.
Usually on Expedia when you book it shows two sets of price details - Pay Now, and Pay at Pickup. It should have showed the one-way fee in 'Pay at Pickup'. Trouble is once you've booked I doubt you can see that information - don't suppose there's anything like that in your original booking email?
MrBen.911 said:
Example from the Expedia site below. Does your email reference anything to be paid on pick up? Appreciate it is pre-paid in terms of the main rental charge.
Yes, I just mocked up a booking on Expedia, and it looks exactly like this.OP, could you provide a screenshot of the part of your booking email which states all the pricing details?
MrBen.911 said:
Strange. Is there any reference to one-way hire on the voucher they provided you, even in the small print?
yes the invoice and email both confirm its a one way rental - however no mention anywhere of there being additional costs for that option Edited by Forrest1 on Tuesday 10th November 12:50
Doesn't help you OP but this exact situation a few years ago is why I now always book direct with the rental company and not through a 3rd party. Had similar charges lumped on me when we were in Chicago a few years ago for 2 weeks and ended up paying around $1k for a rental that rentalcars.com had assured me was $500 all-in. Both RC and the rental company told me I had to pursue the other party to resolve the issue - I gave up trying to fight it and just moved on; but makes me double check the fine print nowadays on any rental booking.
Did they show you anything when you were checking in at the rental place? Do you have a copy of any of the paperwork they might have given you at that time?
None of these fees are unexpected if you actually did something to incur them, but the one-way fee should have been disclosed up front. Is there any chance that you dropped it off at a different location in Atlanta than the one on the booking? On top of that, they might charge per-mile, which can add up if you've been driving a lot - but again that should be disclosed up front.
I've never used Budget in the USA, but I have used Avis and they're part of the same company, and typically use the same desks / fleet / staff. The first time I used Avis over there the agent had (not-so) helpfully added a bunch of options, without even telling me. I noticed before I signed the contract, and got them removed. My booking also had a per-mile fee (corpo contract), and what I didn't notice was that the agent had put in a totally fictitious starting mileage of 100 (on a car that had covered many thousands of miles by that point). So after I returned the car I got charged for thousands of miles I hadn't driven, and it took quite some time until they fixed it.
Given my own experience, I would be entirely unsurprised if the agent messed up when checking you out. If Budget don't fix it, you'd likely have a solid case doing a chargeback with those screenshots.
None of these fees are unexpected if you actually did something to incur them, but the one-way fee should have been disclosed up front. Is there any chance that you dropped it off at a different location in Atlanta than the one on the booking? On top of that, they might charge per-mile, which can add up if you've been driving a lot - but again that should be disclosed up front.
I've never used Budget in the USA, but I have used Avis and they're part of the same company, and typically use the same desks / fleet / staff. The first time I used Avis over there the agent had (not-so) helpfully added a bunch of options, without even telling me. I noticed before I signed the contract, and got them removed. My booking also had a per-mile fee (corpo contract), and what I didn't notice was that the agent had put in a totally fictitious starting mileage of 100 (on a car that had covered many thousands of miles by that point). So after I returned the car I got charged for thousands of miles I hadn't driven, and it took quite some time until they fixed it.
Given my own experience, I would be entirely unsurprised if the agent messed up when checking you out. If Budget don't fix it, you'd likely have a solid case doing a chargeback with those screenshots.
Edited by fourthpedal on Tuesday 10th November 18:31
fourthpedal said:
Did they show you anything when you were checking in at the rental place? Do you have a copy of any of the paperwork they might have given you at that time?
None of these fees are unexpected if you actually did something to incur them, but the one-way fee should have been disclosed up front. Is there any chance that you dropped it off at a different location in Atlanta than the one on the booking? On top of that, they might charge per-mile, which can add up if you've been driving a lot - but again that should be disclosed up front.
I've never used Budget in the USA, but I have used Avis and they're part of the same company, and typically use the same desks / fleet / staff. The first time I used Avis over there the agent had (not-so) helpfully added a bunch of options, without even telling me. I noticed before I signed the contract, and got them removed. My booking also had a per-mile fee (corpo contract), and what I didn't notice was that the agent had put in a totally fictitious starting mileage of 100 (on a car that had covered many thousands of miles by that point). So after I returned the car I got charged for thousands of miles I hadn't driven, and it took quite some time until they fixed it.
Given my own experience, I would be entirely unsurprised if the agent messed up when checking you out. If Budget don't fix it, you'd likely have a solid case doing a chargeback with those screenshots.
Yup got a copy of the paperwork from check in which shows a fee for one way drop off and that the drop off was Atlanta airport. The only other fee was the prepay fuel. (That I agreed to)None of these fees are unexpected if you actually did something to incur them, but the one-way fee should have been disclosed up front. Is there any chance that you dropped it off at a different location in Atlanta than the one on the booking? On top of that, they might charge per-mile, which can add up if you've been driving a lot - but again that should be disclosed up front.
I've never used Budget in the USA, but I have used Avis and they're part of the same company, and typically use the same desks / fleet / staff. The first time I used Avis over there the agent had (not-so) helpfully added a bunch of options, without even telling me. I noticed before I signed the contract, and got them removed. My booking also had a per-mile fee (corpo contract), and what I didn't notice was that the agent had put in a totally fictitious starting mileage of 100 (on a car that had covered many thousands of miles by that point). So after I returned the car I got charged for thousands of miles I hadn't driven, and it took quite some time until they fixed it.
Given my own experience, I would be entirely unsurprised if the agent messed up when checking you out. If Budget don't fix it, you'd likely have a solid case doing a chargeback with those screenshots.
Edited by fourthpedal on Tuesday 10th November 18:31
The invoice from Expedia clearly stated drop off at Atlanta airport, there was also an email from Budget a couple of days before pick up asking me to ‘speed things up’ by completing some info ahead of collection. That also clearly stated Atlanta airport and then finally when I went to pick the car up she said ‘ah yes you’re the one way drop off in Atlanta’.
It was only when I went to pay for what I thought would be the prepay fuel and refundable deposit that I saw the much larger amount. I queried it with the agent and she said that this was a non-negotiable ie pay it or no car! So I was left with no choice really.
As for drop off, it was to the budget section in Atlanta airport … I then caught a flight from there a few hours later
Had random charges on a Hertz bill in the US - they'd had me sign on a pad with no details showing. Got them refunded in the end but took a lot of back and forth.
I had issues with undisclosed resort fees on a booking for two weeks in Orlando through Expedia. After complaining, both the hotel and Expedia refunded me.
I had issues with undisclosed resort fees on a booking for two weeks in Orlando through Expedia. After complaining, both the hotel and Expedia refunded me.
I booked a 3 day bank holiday special with Avis once to return the car back on Monday evening. My mates dad took ill whilst we were away so we came back a day early and we dropped the car back on the Sunday evening putting the keys in the drop box.
When the final invoice came through there was an additional charge of 80 euros because apparently a 2 day standard hire was dearer than a 3 day bank holiday special. This was in the 90's and unsurprisingly I've never used them since.
When the final invoice came through there was an additional charge of 80 euros because apparently a 2 day standard hire was dearer than a 3 day bank holiday special. This was in the 90's and unsurprisingly I've never used them since.
I had a similar instance. Booked through UK travel agent and insisted the hire car included everything. Was to be pick up in Boston and drop off in New York.
Upon arrival at the hire car place they sprung an additional 'out of state' return charge.
I showed them the documents that stated fully inclusive but the assistant wouldn't budge saying I should take it up with my agent.
So asked to speak to speak to the manager. I said I was very disappointed to be treated like this, first visit to US etc. Result.
Upon arrival at the hire car place they sprung an additional 'out of state' return charge.
I showed them the documents that stated fully inclusive but the assistant wouldn't budge saying I should take it up with my agent.
So asked to speak to speak to the manager. I said I was very disappointed to be treated like this, first visit to US etc. Result.
Edited by Andy86GT on Thursday 12th November 08:04
Back in the 90's I was asked by my Dodgy Uncle Dave (RIP) to help him clear out his rental flat in Glasgow that he was selling. Being school holidays and Uncle Dave being very generous with his wad of £50's and £20's I agreed.
We took the train up, went to the flat and sorted a few things out, unscrewing furniture that could be minimised in volume. The next day, we went over to Budget to collect our prebooked one way rental can. On arrival we were snottily told by the manager that she had too many vans go out on one way rentals and we couldn't have one unless we returned it. Uncle Dave quite reasonably asked why no-one had called him to tell him this, and being stuck he agreed to an extra days rental so that he could return the van. So not only did the Budget b
h as he called her, get a return rental, but she screwed an extra day out of him.
Down in Kent we unloaded the van, and were on our way to drop me off. Uncle Dave turned into an industrial estate and said hold on and drove the front of the van into a knee high brick wall. I got out to find oil and coolant leaking all over the road. Uncle Dave got on the phone to Budget to inform them of the accident. He later winked at me when he told me he also paid to reduce the CDW to zero!
We took the train up, went to the flat and sorted a few things out, unscrewing furniture that could be minimised in volume. The next day, we went over to Budget to collect our prebooked one way rental can. On arrival we were snottily told by the manager that she had too many vans go out on one way rentals and we couldn't have one unless we returned it. Uncle Dave quite reasonably asked why no-one had called him to tell him this, and being stuck he agreed to an extra days rental so that he could return the van. So not only did the Budget b
h as he called her, get a return rental, but she screwed an extra day out of him.Down in Kent we unloaded the van, and were on our way to drop me off. Uncle Dave turned into an industrial estate and said hold on and drove the front of the van into a knee high brick wall. I got out to find oil and coolant leaking all over the road. Uncle Dave got on the phone to Budget to inform them of the accident. He later winked at me when he told me he also paid to reduce the CDW to zero!
5lab said:
I think the dispute is completely reasonable, I'd be calling my credit card company and at least getting them to reverse the entire expedia charge (not sure they can do anything else)
This. I’ve had some success in the past disputing overall travel costs paid for on a credit card. (The hotel charged me twice!) After providing various bits paper to confirm the position with Barclaycard, I got a full refund. I know the hotel wasn’t happy but it wasn’t up to them!Thanks all
By way of update - 3 days of explaining the issue to Expedia and they finally agreed that this wasn’t right. They have said they will contact Budget to try and sort a refund out and asked for a little time to do that.
I didn’t like their ‘try’ to get money back response but will give them a few days before going to Credit card.
By way of update - 3 days of explaining the issue to Expedia and they finally agreed that this wasn’t right. They have said they will contact Budget to try and sort a refund out and asked for a little time to do that.
I didn’t like their ‘try’ to get money back response but will give them a few days before going to Credit card.
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff