Mis-sold insurance by hire car company - anything I can do?
Discussion
Ok, firstly, lesson learned, I'm an idiot, should have paid closer attention to the small print etc.
So here's the thing. Went on hols to Portugal. Booked hire car via a comparison site, seemed to have a good deal on a small car so went for it. My O/H is very risk averse and wanted to make sure we were fully covered so we took the option of Damage Refund Insurance which stated:
If you want to reduce this potential liability to £0, be sure to tick the box above.
Great value – Eliminate potential liability of up to €3,000 for just GBP 32.30.
Best protection – In the event of damage or theft to the car and you are required to pay the excess, it will be fully refunded.
Peace of mind – You are fully covered for your excess when things go wrong.
Ok, so fully covered, off we went on hols.
Get to the car hire desk. After queuing for ages (due to people ahead arguing about insurance) we're asked if we want full cover so nothing to pay no matter what. Said 'no thanks, we're covered'. Got given a really hard sell to the effect that we only had partial cover, were given a list of things it wouldn't cover, were told that things it did cover were not sufficient levels (ie the insurance wouldn't cover the amount the rental company would claim), were told that they would take a huge deposit from our credit card and shown a huge list of things that part of the deposit would be retained for.
Basically we were told that the insurance we had was worthless and we had to have their cover if we wanted no risk. So we took it - at a cost that was more than the car hire in the first place! (think it was 250 euros!)
Having got home and checked the original insurance it says very clearly
The car hire supplier may offer other insurance products. With this product and car hire booking, you are fully covered and do not need to purchase any excess or deposit insurance at the desk.
With this product, the car hire supplier will need to hold an excess/deposit on your credit card in the unlikely event of damage or theft.
If the car is not damaged or stolen, your excess/deposit will be fully refunded.
If the car is damaged or stolen, the car hire supplier will retain the excess/deposit to cover the costs, which you can then reclaim in full.
Absolutely not what we were told by the car hire rep.
A quick Google suggests that this is regular 'practice' for this company, lesson learned, Google the car hire company in advance!
http://www.telegraph.co.uk/travel/travel-advice/11...
http://www.spanish-fiestas.com/goldcar-car-rental-...
http://www.tripadvisor.co.uk/ShowTopic-g187427-i42...
https://www.lonelyplanet.com/thorntree/forums/euro...
The fact is though, I've hired loads of cars abroad and never had an issue so probably a bit complacent.
So the question is - put it down to experience and forget it or is there anything I can do?
So here's the thing. Went on hols to Portugal. Booked hire car via a comparison site, seemed to have a good deal on a small car so went for it. My O/H is very risk averse and wanted to make sure we were fully covered so we took the option of Damage Refund Insurance which stated:
If you want to reduce this potential liability to £0, be sure to tick the box above.
Great value – Eliminate potential liability of up to €3,000 for just GBP 32.30.
Best protection – In the event of damage or theft to the car and you are required to pay the excess, it will be fully refunded.
Peace of mind – You are fully covered for your excess when things go wrong.
Ok, so fully covered, off we went on hols.
Get to the car hire desk. After queuing for ages (due to people ahead arguing about insurance) we're asked if we want full cover so nothing to pay no matter what. Said 'no thanks, we're covered'. Got given a really hard sell to the effect that we only had partial cover, were given a list of things it wouldn't cover, were told that things it did cover were not sufficient levels (ie the insurance wouldn't cover the amount the rental company would claim), were told that they would take a huge deposit from our credit card and shown a huge list of things that part of the deposit would be retained for.
Basically we were told that the insurance we had was worthless and we had to have their cover if we wanted no risk. So we took it - at a cost that was more than the car hire in the first place! (think it was 250 euros!)
Having got home and checked the original insurance it says very clearly
The car hire supplier may offer other insurance products. With this product and car hire booking, you are fully covered and do not need to purchase any excess or deposit insurance at the desk.
With this product, the car hire supplier will need to hold an excess/deposit on your credit card in the unlikely event of damage or theft.
If the car is not damaged or stolen, your excess/deposit will be fully refunded.
If the car is damaged or stolen, the car hire supplier will retain the excess/deposit to cover the costs, which you can then reclaim in full.
Absolutely not what we were told by the car hire rep.
A quick Google suggests that this is regular 'practice' for this company, lesson learned, Google the car hire company in advance!
http://www.telegraph.co.uk/travel/travel-advice/11...
http://www.spanish-fiestas.com/goldcar-car-rental-...
http://www.tripadvisor.co.uk/ShowTopic-g187427-i42...
https://www.lonelyplanet.com/thorntree/forums/euro...
The fact is though, I've hired loads of cars abroad and never had an issue so probably a bit complacent.
So the question is - put it down to experience and forget it or is there anything I can do?
Sounds to me like it's certainly worth lodging a complaint but I strongly suspect that it'll get filed in the cylindrical filing device. That's not to say that you're in the wrong here but the odds will be firmly out of your favour (it will be on you to prove that you were mis-sold the insurance).
Put it down to experience and move on. Perhaps write a review on the insurer's website for some closure.
Failing that, do they have a lawn? You know what you need to do.
Put it down to experience and move on. Perhaps write a review on the insurer's website for some closure.
Failing that, do they have a lawn? You know what you need to do.
I had a similar thing from Avis, only I specifically asked for no additional insurance. Stupidly I didn't read the sheet properly when I initialled the boxes that should have confirmed I didn't want insurance, and the bandit on the counter had ticked that in fact I did want insurance. My own fault for not checking properly.
This was pre-social media, so there wasn't a lot I could do.
There isn't really a lot you can do either, although personally I'd get on their twitter feed and start slating them. They are likely to respond pretty rapidly then. Don't waste time with the nice approach, it will achieve nothing.
Personally I never take the additional insurance (except when I hired a Harley this year as bikes are a bit different), over the years I've saved the excess amount several times over, so if I do have a bump I will still be several thousand quid better off than if I'd taken insurance. Effectively I'm self insuring. I appreciate it's not everyone's idea of an acceptable risk but I'm happy with it.
This was pre-social media, so there wasn't a lot I could do.
There isn't really a lot you can do either, although personally I'd get on their twitter feed and start slating them. They are likely to respond pretty rapidly then. Don't waste time with the nice approach, it will achieve nothing.
Personally I never take the additional insurance (except when I hired a Harley this year as bikes are a bit different), over the years I've saved the excess amount several times over, so if I do have a bump I will still be several thousand quid better off than if I'd taken insurance. Effectively I'm self insuring. I appreciate it's not everyone's idea of an acceptable risk but I'm happy with it.
Unfortunately, I think you have next to no chance of getting anything back, especially as the voucher you have quoted from specifically said to decline any insurance you were offered at the desk. Quite reasonably if you complain to the company you booked with they will refer you to that.
The mis-selling and over-selling of insurance at car hire companies is an issue globally, along with fuel policies that many people don't understand - these can allow the hire companies to quote lower front end prices and get the sale and then find a way to make some profit. Always, always, read the booking voucher and ensure you understand exactly what you will need to pay for whilst still in the comfort of your own home rather than tired after a long flight in an unfamiliar airport.
The mis-selling and over-selling of insurance at car hire companies is an issue globally, along with fuel policies that many people don't understand - these can allow the hire companies to quote lower front end prices and get the sale and then find a way to make some profit. Always, always, read the booking voucher and ensure you understand exactly what you will need to pay for whilst still in the comfort of your own home rather than tired after a long flight in an unfamiliar airport.
Yup, we got stung on fuel too. 94 euros for a Nissan Note (no idea of the actual tank capacity as Nissan don't seem to think this warrants a mention on their web site).
I said 'no probs, I'll just return it full'. Not allowed to do that apparently - it's for our convenience though!
Apparently we get a refund for unused fuel less an undisclosed 'admin charge'.
We needed a Tom Tom too - should have just bought one.
I think the hire car ended up costing more than the hotel and flights!
Ah, you live and learn...
I said 'no probs, I'll just return it full'. Not allowed to do that apparently - it's for our convenience though!
Apparently we get a refund for unused fuel less an undisclosed 'admin charge'.
We needed a Tom Tom too - should have just bought one.
I think the hire car ended up costing more than the hotel and flights!
Ah, you live and learn...
I knew it would be this company before I opened the links.
They have a very poor reputation for ripping people off. I've avoided them so far but I still use my phone record every conversation with any car hirer in spain.
I also photograph every panel on picking up the car and dropping it off.
They have a very poor reputation for ripping people off. I've avoided them so far but I still use my phone record every conversation with any car hirer in spain.
I also photograph every panel on picking up the car and dropping it off.
Edited by 98elise on Monday 26th October 19:08
Put a review on TripAdvisor. At least it may help others.
TripAdvisor allowed me to find a hire company that didn't run the insurance/fuel scams in Barcelona last month.
I guess that you could post on twitter and Facebook but, as others have said, I think that you have little chance of getting your money back. It's their business model.
TripAdvisor allowed me to find a hire company that didn't run the insurance/fuel scams in Barcelona last month.
I guess that you could post on twitter and Facebook but, as others have said, I think that you have little chance of getting your money back. It's their business model.
Returned from Florence today and was offered the same sort of thing from Europcar.I declined but as given the hard sell and lies. Filled the car up as it is rented full to full but the desk was closed when we dropped it off and just left the keys in the key drop.
Time will tell if they stiff me for added costs.
Time will tell if they stiff me for added costs.
This is pretty much standard practice with all the car hire companies I've ever used. If you've hired cars abroad before I'm amazed you've not come across this before.
Goldcar have a shocking reputation but to be fair in my experience they are no different to any other hire company. You get varying levels of hard sell depending on who you get on the counter, some are so convincing that you start to doubt yourself even though you know the scam well.
They have never tried to sting me for damage, but then I always examine the car carefully and get them to note any damage, and they have always refunded the proportion of fuel costs quickly, although sometimes it's a battle to find out whether it's full to full or partial refund, and it never at the same rate they charge to fill the car.
You can take out your own annual excess insurance policy which costs about £40 for a year.
Goldcar have a shocking reputation but to be fair in my experience they are no different to any other hire company. You get varying levels of hard sell depending on who you get on the counter, some are so convincing that you start to doubt yourself even though you know the scam well.
They have never tried to sting me for damage, but then I always examine the car carefully and get them to note any damage, and they have always refunded the proportion of fuel costs quickly, although sometimes it's a battle to find out whether it's full to full or partial refund, and it never at the same rate they charge to fill the car.
You can take out your own annual excess insurance policy which costs about £40 for a year.
smifffymoto said:
Returned from Florence today and was offered the same sort of thing from Europcar.I declined but as given the hard sell and lies. Filled the car up as it is rented full to full but the desk was closed when we dropped it off and just left the keys in the key drop.
Time will tell if they stiff me for added costs.
Always take a photo with ignition on, showing the mileage and that the tank is full.Time will tell if they stiff me for added costs.
smifffymoto said:
Returned from Florence today and was offered the same sort of thing from Europcar.I declined but as given the hard sell and lies. Filled the car up as it is rented full to full but the desk was closed when we dropped it off and just left the keys in the key drop.
Time will tell if they stiff me for added costs.
I don't think they will. I've never had a problem with out of hours drop offs. Time will tell if they stiff me for added costs.
Grumpy old git said:
This is pretty much standard practice with all the car hire companies I've ever used. If you've hired cars abroad before I'm amazed you've not come across this before.
I've hired quite a lot, and only ever experienced it on 2 occasions. One was with Avis, who I've shunned ever since, and the other was an independent. Most of the big companies just accept my 'No Thanks', and that's that.
Personally I prefer to use Enterprise, who I've found give by far the best service (for a private/retail customer anyway, their business to business service sucks), but people like Alamo and Hertz are also pretty good in my experience.
Wasn't Faro airport and the portacabin of doom (car hire 'desk') was it?
Similar experience when picking up, absolute shambles, trying to flog their mega expensive insurance and a fight when handing back over imaginary damage. They didn't give a toss and as I had excess insurance (my own) so I left it. The broker, Holiday Autos, were equally useless when I complained so I've never used them since.
On the flip side Allianz were brilliant in sorting out the excess claim and I wouldn't hesitate in recommending them.
Similar experience when picking up, absolute shambles, trying to flog their mega expensive insurance and a fight when handing back over imaginary damage. They didn't give a toss and as I had excess insurance (my own) so I left it. The broker, Holiday Autos, were equally useless when I complained so I've never used them since.
On the flip side Allianz were brilliant in sorting out the excess claim and I wouldn't hesitate in recommending them.
Oddly enough had the complete opposite experience in Alicante in August - booked a hire car through Easycar, including their insurance which was on a car from Budget. The girl behind the counter was really great - explained that we could take their insurance if we wanted, but there was no hard sell. She did say that they effectively 'block' a certain amount of money from your credit card in case they have to take the excess, which was fine. She also explained their fuel policy and said that they charge a fixed amount for refuelling which was about 47 Euros - so either bring it back full, or bring it back empty. I filled up before returning.
Handing the car back - an advisor came and looked around the car with me, said all was perfect, gave me a receipt and off I went on my merry way.
So - I can recommend Budget from my own experience and I'd use them again. I think the Easycar website gives reviews on the different hire car companies as well so you can make an informed choice.
Handing the car back - an advisor came and looked around the car with me, said all was perfect, gave me a receipt and off I went on my merry way.
So - I can recommend Budget from my own experience and I'd use them again. I think the Easycar website gives reviews on the different hire car companies as well so you can make an informed choice.
valiant said:
Wasn't Faro airport and the portacabin of doom (car hire 'desk') was it?
Similar experience when picking up, absolute shambles, trying to flog their mega expensive insurance and a fight when handing back over imaginary damage. They didn't give a toss and as I had excess insurance (my own) so I left it. The broker, Holiday Autos, were equally useless when I complained so I've never used them since.
On the flip side Allianz were brilliant in sorting out the excess claim and I wouldn't hesitate in recommending them.
Yes on both fronts! Similar experience when picking up, absolute shambles, trying to flog their mega expensive insurance and a fight when handing back over imaginary damage. They didn't give a toss and as I had excess insurance (my own) so I left it. The broker, Holiday Autos, were equally useless when I complained so I've never used them since.
On the flip side Allianz were brilliant in sorting out the excess claim and I wouldn't hesitate in recommending them.
The last email from the rental company was trying to abdicate responsibility to Holiday Autos - it was their staff and their insurance, not Holiday Autos!
Not pursued it any further as clearly a waste of time - just a very expensive lesson learned.
valiant said:
Wasn't Faro airport and the portacabin of doom (car hire 'desk') was it?
It is truly appalling there isn't it?However the last few times I have been with a pretty large group so have needed a people carrier. Each time it's been so cheap compared to the mainstream firms it's been worth it and after the first time i've known what to expect.
Ari said:
So here's the thing. Went on hols to Portugal. Booked hire car via a comparison site, seemed to have a good deal on a small car so went for it. My O/H is very risk averse and wanted to make sure we were fully covered so we took the option of Damage Refund Insurance which stated:
Identical thing happened to us. Portugal Porto Airport - Budget Cars in The Derelict Warehouse of the Apocalypse - Stood at desk being told we wouldn't be covered for minor damage eg where police weren't involved etc etc etc or for tyre damage and anything else they could think of to put the s
ts up us.Didn't take it out against OH wishes as I hate being sold stuff like that.
THEN kerbed the car very badly just as OH was going on about my reversing into traffic and totally wrecked the wheel which put me in a really bad mood for a week (including with her) thinking we were going to get hammered. We returned the car and managed to divert the attention of the 'inspector' (a kid of 16 with loads of bling and bizarrely long muttonchops) at the crucial moment and he signed it off so we dived into the airport. Nothing taken off card after so it looks like its OK...
They really try it on.
I'm going to check to small print first and tell them to get stuffed at the desk Like A Boss next time
Edited by V6Pushfit on Wednesday 28th October 17:14
Edited by V6Pushfit on Wednesday 28th October 17:15
Gassing Station | The Lounge | Top of Page | What's New | My Stuff