Car hire lies & deceit - how do they get away with it?
Discussion
There seems to be no limit to the trickery car hire companies will stoop to to scam the customer for optional extra costs. I am looking to book a hire car for my summer holiday in Lanzarote later this year. One of the latest issues that Steve Sutcliffe recently wrote about in Autocar was that some companies charge you for the full cost of a tank of fuel in addition to the hire car charges and tell you to return the car empty. So you can face something like a €90 charge even if you aren't going to fully use the fuel. However this did not matter on this occasion for me as I intend having the car for two weeks.
So here's the process:
1) I do a search for the car and come up with this result (see where I have circled in red):
2) So I am interested in the Kangoo so that there's plenty of luggage space as well as room for 5 people. So clicking on "BOOK NOW" brings up more information, including the following on the "What's Included" tab
So you could then proceed to book the car thinking everything's included - BUT
3) If you had clicked on the little "info" link on the first page, alongside the picture of the Kangoo then this would have been displayed:
Subsequent enquiries reveal that this optional insurance for windscreen and tyres is €6 per day, or €84 for the 14 day car hire period, equivalent to a 30% additional cost.
WHAT ON EARTH IS THIS IF IT IS NOT AN EXCESS?
To me this is blatant deception and it stinks; I don't understand how they are allowed to get away with it.
I'll proably book with another car hire company; one that does a full/full fuel policy and take out car hire insurance back here in the UK. However it frustrates me that you can't straightforwardly book car hire without having to read every bit of small print to avoid getting scammed.
So here's the process:
1) I do a search for the car and come up with this result (see where I have circled in red):
2) So I am interested in the Kangoo so that there's plenty of luggage space as well as room for 5 people. So clicking on "BOOK NOW" brings up more information, including the following on the "What's Included" tab
So you could then proceed to book the car thinking everything's included - BUT
3) If you had clicked on the little "info" link on the first page, alongside the picture of the Kangoo then this would have been displayed:
Subsequent enquiries reveal that this optional insurance for windscreen and tyres is €6 per day, or €84 for the 14 day car hire period, equivalent to a 30% additional cost.
WHAT ON EARTH IS THIS IF IT IS NOT AN EXCESS?
To me this is blatant deception and it stinks; I don't understand how they are allowed to get away with it.
I'll proably book with another car hire company; one that does a full/full fuel policy and take out car hire insurance back here in the UK. However it frustrates me that you can't straightforwardly book car hire without having to read every bit of small print to avoid getting scammed.
Had one a bit like this in North America last year. Opted for all the insurances etc. as one does when abroad, came to pay the bill at the end of the hire period and it was cosiderable less than originally quoted!
Paid the bill, then asked why so cheap! 'Hey no worries fella, you didn't have an accident or damage the car so you don't need to pay for all the Insurances etc.
Well f
k me! Glad I wasn't involved in a fatal RTA. I guess I wouldn't have been insured! I can just picture the Chap running after the ambulance trying to re-swipe my card so he could charge all the insurances.
Went with one of the Big 4 on the following trip! You get what you pay for!
Paid the bill, then asked why so cheap! 'Hey no worries fella, you didn't have an accident or damage the car so you don't need to pay for all the Insurances etc.
Well f
k me! Glad I wasn't involved in a fatal RTA. I guess I wouldn't have been insured! I can just picture the Chap running after the ambulance trying to re-swipe my card so he could charge all the insurances. Went with one of the Big 4 on the following trip! You get what you pay for!
I was recently sent a link to a blog which suggests most are scams. I always categorically refuse the extra insurance and take photos of the car before and after.
It was not so long ago this never happened and when it started to, it was 300 euros deposit but this seems to be getting higher and higher every time to try to force your hand into buying the extra insurance.
Fact is they all do it. I'll try and find the link if I didn't delete it.
Even on the "return with the same fuel in" companies, the modern fuel electronic gauges just don't permit you to fill it with any accuracy.
Provide full, return full would be the fairest way.
It was not so long ago this never happened and when it started to, it was 300 euros deposit but this seems to be getting higher and higher every time to try to force your hand into buying the extra insurance.
Fact is they all do it. I'll try and find the link if I didn't delete it.
Even on the "return with the same fuel in" companies, the modern fuel electronic gauges just don't permit you to fill it with any accuracy.
Provide full, return full would be the fairest way.
It's not an excess, it's a deposit.
So you return the car and you get your deposit back.
Crash it and you get your deposit back.
Don't return the car or pick up speeding/parking fines and you lose some/all of the deposit.
But I agree with the comment about having to read every little bit of text to see if they're pulling a fast one somewhere - like the usual 'Mercedes E-Class (or similar)' that turns out to be a Hyundai i40 as it's the same size, has the same 'features', etc. I only think I've have the 'advertised' car once in about 20 years.
So you return the car and you get your deposit back.
Crash it and you get your deposit back.
Don't return the car or pick up speeding/parking fines and you lose some/all of the deposit.
But I agree with the comment about having to read every little bit of text to see if they're pulling a fast one somewhere - like the usual 'Mercedes E-Class (or similar)' that turns out to be a Hyundai i40 as it's the same size, has the same 'features', etc. I only think I've have the 'advertised' car once in about 20 years.
I really hate the various add-ons. I always, always refuse them as I have my own policy as I rent quite often. I've just spent 2 weeks battling with one of the big guys to get a paltry £25 refunded that they had charged me to an 'upgrade' that I was offered for free because they took sooooo long when I was waiting to pick up a car. Small amount but its the principle really....
'Sir, would you like to purchase this super-duper goldesque amazing value insurance that covers your for everything?'
'hmm okay I guess'
'Great, now, if you do have to claim, you'll have to pay €1200 of the excess, but if you take out our super-duper platinum excess insurance you won't have to pay anything?'
'Okay'
'Perfect! just remember that this doesn't cover the wheels, the windscreen, key loss, or pretty much anything else that you'd think insurance would cover, so you can purchase our super-duper diamond additional items cover, it'll actually cover you'
'I suppose'
'Okay so with the optional additional insurance, the optional additional second driver fee, optional additional sat nav supplement, fuel policy, optional additional key cover, optional additional cleaning fee, optional additional upgrade to a car of a different colour, optional additional document scanning fee, optional additional excess insurance coverage, optional additional toll booth payment charge, optional additional add-on glass cover, optional additional hurricane, volcano and dragon attack insurance, the price is now......20 times the price we quoted. Have a safe trip'
'Sir, would you like to purchase this super-duper goldesque amazing value insurance that covers your for everything?'
'hmm okay I guess'
'Great, now, if you do have to claim, you'll have to pay €1200 of the excess, but if you take out our super-duper platinum excess insurance you won't have to pay anything?'
'Okay'
'Perfect! just remember that this doesn't cover the wheels, the windscreen, key loss, or pretty much anything else that you'd think insurance would cover, so you can purchase our super-duper diamond additional items cover, it'll actually cover you'
'I suppose'
'Okay so with the optional additional insurance, the optional additional second driver fee, optional additional sat nav supplement, fuel policy, optional additional key cover, optional additional cleaning fee, optional additional upgrade to a car of a different colour, optional additional document scanning fee, optional additional excess insurance coverage, optional additional toll booth payment charge, optional additional add-on glass cover, optional additional hurricane, volcano and dragon attack insurance, the price is now......20 times the price we quoted. Have a safe trip'
We were stuffed for 400euros by Budget when we dropped off our hire car at the airport in Sicily a couple of years ago. The scratch that was definitely there when I collected the car, and was even shown on the sheet I signed on collection, was in fact (apparently) new damage that happened while we were subsequently driving it around Sicily, and no amount of remonstrating, pointing, shouting etc etc would persuade them otherwise. They'd already got my card number so just helped themselves to the money.
Easy fraud.
Once home, I tried complaining to Budget UK who of course said it was nothing to do with them and I'd have to take it up direct with their Italian cousins.
Shocking, but apparently common and completely unregulated.
Easy fraud.
Once home, I tried complaining to Budget UK who of course said it was nothing to do with them and I'd have to take it up direct with their Italian cousins.
Shocking, but apparently common and completely unregulated.
OwenK said:
We're hiring in the US soon and the young driver surcharges are doing my head in. Most sites ask your age upfront then proudly quote you a price with the addendum "excludes young driver surcharge payable on collection", which is of course nowhere to be found. It could be thousands!
We had some fun in Orlando last year with Hertz.Father in Law booked the holiday and the car and paid for a standard 7 seat mini van (the usual Chrysler or dodge caravan). When we got to the desk he started processing us and we asked if they hire out satnavs. No they dont but they hire out cars with inbuilt units but were about $30/day extra. No thanks, ill just my iPad.
Anyway, he carries on processing and calls up the 'parking lot' for a mini-van. While tapping away and us waiting he is trying to sell us an upgrade to an Escalade. Obviously we weren't having any of it. 20 or so minutes later, still no mini van had appeared and he was still pushing the upgrade. Made it quite clear were happy with the mini-van. 10 minutes later the guy says "Ive waited long enough, there seems to be a problem with the mini van and ill just give you an equivalant car thats already in the lot."
Walks to the parking lot to find a GMC Tahoe, which is 7 seats and slightly smaller than the Escalade.
Happy days.
Finds out a few days later, this is a known tactic when they run out of the popular cars. They sometimes overbook standard cars and so have to give an upgrade to the next car up that has the equivalent seating capacity, in our case the Tahoe. So, they try and keep you waiting for the original car, with the hope you will get bored after a 9 hour flight and just accept an upgrade and pay the extra so you can get on your way. If they get you to pay for the upgrade, they can keep most of the extra money as a bonus.
Football weekend in the 'Marched' region in Italy.
We hired 3 cars for 3 days , charged approx £120-£150 per car.
On return to UK, my credit card is charged an extra €90 !
Turns out the contract said 4 days and not 3.
Hire car company not interested in UK , told me to deal with Italy direct...
I sent proof of flight details , the proof we hired / collected 3 cars at the same time.....spent time sending emails , making phone calls......Got nowhere in the end, lesson learned !
We hired 3 cars for 3 days , charged approx £120-£150 per car.
On return to UK, my credit card is charged an extra €90 !
Turns out the contract said 4 days and not 3.
Hire car company not interested in UK , told me to deal with Italy direct...
I sent proof of flight details , the proof we hired / collected 3 cars at the same time.....spent time sending emails , making phone calls......Got nowhere in the end, lesson learned !
Last year in Greece I damaged the hire car but I'd paid the waiver so should have been well. After I got back I found they'd billed my card 800 euros, and when I phoned to query they said there may be a further charge when they'd full assessed damage to the engine. The actual damage was a dented bumper.
Happily it was a credit card and I phoned the provider who refunded me after seeing the CDW paperwork which I had kept hold of.
The hire company protested saying the car had been damaged. The credit company replied saying we note Mr Otherman does not dispute damaging the car but has presented us with insurance from yourselves providing zero excess. They replied 'but the car was damaged'. And so on. Went quiet in the end.
Happily it was a credit card and I phoned the provider who refunded me after seeing the CDW paperwork which I had kept hold of.
The hire company protested saying the car had been damaged. The credit company replied saying we note Mr Otherman does not dispute damaging the car but has presented us with insurance from yourselves providing zero excess. They replied 'but the car was damaged'. And so on. Went quiet in the end.
Tomo1971 said:
OwenK said:
We're hiring in the US soon and the young driver surcharges are doing my head in. Most sites ask your age upfront then proudly quote you a price with the addendum "excludes young driver surcharge payable on collection", which is of course nowhere to be found. It could be thousands!
We had some fun in Orlando last year with Hertz.Father in Law booked the holiday and the car and paid for a standard 7 seat mini van (the usual Chrysler or dodge caravan). When we got to the desk he started processing us and we asked if they hire out satnavs. No they dont but they hire out cars with inbuilt units but were about $30/day extra. No thanks, ill just my iPad.
Anyway, he carries on processing and calls up the 'parking lot' for a mini-van. While tapping away and us waiting he is trying to sell us an upgrade to an Escalade. Obviously we weren't having any of it. 20 or so minutes later, still no mini van had appeared and he was still pushing the upgrade. Made it quite clear were happy with the mini-van. 10 minutes later the guy says "Ive waited long enough, there seems to be a problem with the mini van and ill just give you an equivalant car thats already in the lot."
Walks to the parking lot to find a GMC Tahoe, which is 7 seats and slightly smaller than the Escalade.
Happy days.
Finds out a few days later, this is a known tactic when they run out of the popular cars. They sometimes overbook standard cars and so have to give an upgrade to the next car up that has the equivalent seating capacity, in our case the Tahoe. So, they try and keep you waiting for the original car, with the hope you will get bored after a 9 hour flight and just accept an upgrade and pay the extra so you can get on your way. If they get you to pay for the upgrade, they can keep most of the extra money as a bonus.
I rented a car from Enterprise (now owned by some US company) last week in Spain.
Booked online via the enterprise website - stated it was an all inclusive rate etc etc.
Anyway, get to the desk at the airport to be told my booking has a EUR14500 excess!! i.e. the value of the poxy car!
Turns out that their new American owner has decided they no longer include any level of insurance on their car hire, despite it being sold as all inclusive. So that's no theft insurance, no third party insurance and no damage insurace. Off course they will sell you this, for EUR40 a day! Apparently all US customers have the insurance cover on there credit cards and so it was taken away...
To say I was livid was an understatement. Unfortunately as it was 9pm at night and no other car hire companies were open I said I'd pay the extra and took the car. Currently in the process of getting the money back from enterprise via my credit card for the blatent miss-selling (my booking confirmation even states my initial quote included insurance!).
Be aware, seems they are looking for any tricks to push the costs up on collection.
Booked online via the enterprise website - stated it was an all inclusive rate etc etc.
Anyway, get to the desk at the airport to be told my booking has a EUR14500 excess!! i.e. the value of the poxy car!
Turns out that their new American owner has decided they no longer include any level of insurance on their car hire, despite it being sold as all inclusive. So that's no theft insurance, no third party insurance and no damage insurace. Off course they will sell you this, for EUR40 a day! Apparently all US customers have the insurance cover on there credit cards and so it was taken away...
To say I was livid was an understatement. Unfortunately as it was 9pm at night and no other car hire companies were open I said I'd pay the extra and took the car. Currently in the process of getting the money back from enterprise via my credit card for the blatent miss-selling (my booking confirmation even states my initial quote included insurance!).
Be aware, seems they are looking for any tricks to push the costs up on collection.
Skoda provided a hire car for a week whilst mine was in for various faults. This was at no cost to me, bar fuel (and I filled it up to the same level on returning it).
About 2 weeks later I got an email saying that I owed the car hire company something like £26. I called them and they explained that I had to pay for delivery and collection of the car from the nearest depot to the Skoda garage where I collected it from.
I pointed out that I had no control over where their depot was, nor was the car organised by myself. Then I asked what would have happened if the depot was 100 miles from the garage, would I have had to pay for 200 miles that they drove in their own car? She told me I would.
I kept arguing that it was rediculous and in the end she hung up on me. That was 6 months ago and I've heard no more.
About 2 weeks later I got an email saying that I owed the car hire company something like £26. I called them and they explained that I had to pay for delivery and collection of the car from the nearest depot to the Skoda garage where I collected it from.
I pointed out that I had no control over where their depot was, nor was the car organised by myself. Then I asked what would have happened if the depot was 100 miles from the garage, would I have had to pay for 200 miles that they drove in their own car? She told me I would.
I kept arguing that it was rediculous and in the end she hung up on me. That was 6 months ago and I've heard no more.
As a regular hirer of cars, I can only suggest you shop around for better companies than the one that has dissed you.
As for arriving on site to find the terms have been changed (by American owners) I think you may find that as you have paid & booked based on the website terms, that practice is illegal in just about any western country (including America) although I appreciate that at 9pm at night it's difficult to threaten them with a lawyer.
Car hires are like car repairers. Find a good company, stick to them, and with the good ones your loyalty will be rewarded. I get free upgrades probably 4/5 rentals these days.
Another tip - don't use Avis. They're st.
As for arriving on site to find the terms have been changed (by American owners) I think you may find that as you have paid & booked based on the website terms, that practice is illegal in just about any western country (including America) although I appreciate that at 9pm at night it's difficult to threaten them with a lawyer.
Car hires are like car repairers. Find a good company, stick to them, and with the good ones your loyalty will be rewarded. I get free upgrades probably 4/5 rentals these days.
Another tip - don't use Avis. They're s
t.For Lanzarote I have used
http://www.pluscar-lanzarote.com/en/index.html
for the last 10 years while on holiday there
never had a problem with them
http://www.pluscar-lanzarote.com/en/index.html
for the last 10 years while on holiday there
never had a problem with them
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