When you rent a car, you expect the rate you’ve been promised to be the rate you pay, right? Wrong. Often, auto rental companies tack on extra fees after you return to car, billing for everything from “mandatory” insurance to tire disposal. But some don’t even bother waiting, as reader Vicki Lewis recently discovered.
Lewis had rented a car from Thrifty in Florence, Italy, when an agent delivered the bad news.
He said their “system” indicated our rate would be 156 euros higher than we were quoted. We asked for a supervisor or manager.
“Sorry, I am the last link in the chain,” the agent said. “No one is in the office on Saturday.”
We then asked that he contact Thrifty corporate. Again, no can do.
“We are Thrifty in Italy,” he said.
We tried to reach our charge card, American Express. No luck. Finally I suggested that my husband use a credit card I knew would stand behind us in a dispute. We charged the amount to that card. In addition to overcharging us, they also told us they didn’t have the larger car we reserved, and we would have the pay the overpriced amount on a smaller car.
When we returned to the United States, I called both my credit card company and Thrifty. I filed a complaint with Thrifty, which promised to investigate the situation, and we filed a dispute with my credit card company.
My credit card company took off the additional 156 euros, and I have recently received an email from Thrifty honoring the quoted amount. Since I did not demand compensation for providing us with a smaller vehicle, they did not offer to do so.
Lewis said she hopes others will avail themselves of their credit card company’s assistance in the future. I agree. When all else fails, you can always turn to your credit card company to help. But it’s a last resort.
I’m told that car rental agents selectively “reprice” bills for international visitors, because they know language and geography will make it difficult to appeal a new, higher rate on the spot. (And that’s not the half of it, to read some of my fellow bloggers.) I don’t know how often it happens, but if there’s anyone else out there who has experienced this billing mischief, let me know.
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{ 3 comments… read them below or add one }
Regarding: “… language and geography will make it difficult to appeal a new, higher rate on the spot… ”
Did you mean to say that, “… the limited time before your plane leaves will make it difficult to appeal a new, higher, rate on the spot?”
Or diid you really mean to say that, “… the local law and police will make it difficult to appeal a new, higher, rate on the spot?”
Got a reservation from the Hertz rep in Bangkok. Clearly specified a Ford Taurus. On arrival in Oakland, OR, APT wwas told that if I wanted the Taurus it was $5/day extra. Gave me a smaller car. Foreign passport and driver’s license definitely an invitation for cheats.
seriously, the care rental industry should probably start paying they’re employees more and getting rid of commission. its bad for business and costomers. Ultimatly, poeple will stop renting cars unless absolulty necissary just so that they dont have to deal with upsales and extra charges.