Ripped off by car hire firm. No help from Expedia

vinylmusic

Jetlagged after 12 hours flying time. Awake for longer because you had to wait all night in an airport. Think you have everything under control unaware that you are prone to being taken advantage of. Not by hustlers at the airport, not by muggers, no, by car rental companies. Sounds familiar?
We arrived at Los Angeles LAX airport and took the free shuttle bus to Thrifty Car Rentals. Having paid Expedia £313 for on the understanding that we had paid for 20 days economy rental including insurance, shuttle, etc.
The only extra I had agreed on paying was an upgrade which I was told would be $75.
The tank was full and I expected to have to bring it back full.
I was asked to sign in 3 different places and told I would be charged the $75 on the return. The sheet I was to sign on appeared to be jumble of figures and abbreviations.
I asked specifically that my card not be charged at all and that I would make any payments in cash.

20 days later I returned the car having topped up the tank at a nearby garage
The car was inspected and everything was fine. No damage, nothing to pay except the upgrade but then I looked at the slip I had been handed showing a breakdown coming to over $300
I went straight to the desk to ask for an explanation
Unwittingly I had signed up for something called "tripsaver" which was explained to be comprehensive insurance
The upgrade showed as $100 instead of $75
A fuel surcharge of $37.50 even though I had filled the tank
State tax 9.75% which is acceptable but %9.75 of $75 not $300+
Tourism surc 16.21% whatever that is
Apconsecfee 10% whatever that is
Not only had I been overcharged but they charged my CC even though I specifically asked them not to
I Complained and had to really stand my ground to get anywhere
All I could achieve was to get $95 knocked off the total
I was still out of pocket by $123 (about £85)

They reversed the credit card charge and accepted cash but I lost money there too because Halifax still charge for foreign transaction + I lost on the difference of their buying and selling rate for dollars which is something I have yet to take up with the CC company. I have a US Dollar card from Caxton which gives a much better exchange rate which is why I didnt want my Halifax card charged

I wrote a very strong email to Expedia but this was completely ignored

I write this as a warning to others
If you arrive in the US and go to pick up a rental car, have a good rest in a lounge or a cafe in the airport before going to the rental company
Before you sign for anything read it through thoroughly beforehand and question anything you don't understand
Don't go with a trusting attitude like I did. Make sure that anything you are offered verbally is clearly stated in the ontract

You may not be dealing with honest businessmen providing you with their services. Be aware that you may well be swimming with sharks

wealdroam

vinylmusic wrote: »

I asked specifically that my card not be charged at all and that I would make any payments in cash.

Surely it would've been a good idea to write this somewhere... on the form?
A verbal request is very likely to be overlooked... by anyone.

vinylmusic wrote: »

Unwittingly I had signed up for something called "tripsaver" which was explained to be comprehensive insurance

Before you sign for anything read it through thoroughly beforehand and question anything you don't understand.

vinylmusic wrote: »

Not only had I been overcharged but they charged my CC even though I specifically asked them not to.
I have a US Dollar card from Caxton which gives a much better exchange rate which is why I didnt want my Halifax card charged

I cannot understand why you did not present the Caxton cc at the start of the hire if that's the one you wanted to use?

Btw... what's that poll expected to achieve?

C_Mababejive

I have always pre booked on https://www.alamo.com the US website and have always had very good service and no hidden extras. Cars have all necessary insurances etc.

vinylmusic

wealdroam wrote: »

I cannot understand why you did not present the Caxton cc at the start of the hire if that's the one you wanted to use?
Btw... what's that poll expected to achieve?

The Caxton card is not a credit card. It is Mastercard and it works like a cc but has to be loaded with funds to work. Caxton advise not to use it for car hire companies because they put a hold on the card as a security. This interferes with the way the card works and prevents it from working properly. You purchase the Dollars in advance at a very good rate. It's ideal for making payments in the US it works everywhere as good as cash
I made the poll to get some statistics and if my problem is is not uncommon it should help to make an awareness of it for others

usignuolo

US car hire reps get commission if they can sell you fully comprehensive insurance. So you have to stand your ground with them when you collect a car as they do try to bamboozle you.

I always take out fully comprehensive insurance here in the UK before leaving ever since a car in I hired in Canada (via Canadian Affair in the UK) - a brand new RV - a stone flew up from the wheels of a passing lorry and chipped the windscreen quite badly the very next day.

Fortunately not only did I have fully comprehensive cover taken out but, as someone who has driven a lot off road and on mountain roads, I had also insured the "liable for first $500" option as well - I think it cost me $50 for 10 days on top of the main insurance but in the event it was worth every cent.

I only found out I could do that by quizzing the Canadian affair rep in the UK before I left.

Isn't your complaint really with Thrifty car rentals or do you have documentation from Expedia about Thrifty's terms in the US?

This seems like one for the "Agony Aunt" travel pages of the one national papers at the weekend it is just the sort of thing they take up for you.

bezzza

We used Thrifty when we were in LA - we bought and paid for everything here before we travelled and received no nasty surprises. They went through the whole form with us explaining all the insurance cover we had taken out (confirming that we were covered for almost any eventuality), that we could either fill petrol tank before return or pay on return (cheaper to fill it up ourselves obviously) and even demonstrated the satnav to us. Then they asked us for a credit card which we refused to do as we had paid for everything in the UK, however, they accepted $100 deposit which was returned no problems a week later. I couldn't fault their service and patience when we were asking questions about insurance cover in particular - you hear such horror stories about not having the right insurance in the US, don't you? I think you were unlucky with the service you received.

withabix

The answer to this is:

Hire via Alamo.co.uk or avis.co.uk

No extras

£0 insurance excess in the case of Avis (and Alamo usually)

No charge at all until you return the car (in the case of Avis)

stoneman

OP, I can see where you are getting at and it is indeed very good advice to take a deep breath and clear your head before stepping up to the oche. I hire a car at least 4 times a year in the U.S. and every time without exception I get the hard sell. Once I had paid for a Chrysler 300C and the guy tried to get me to take an upgrade from that!! I asked him if they had any Galiados out back as that was the only thing I could go up to from where I was.
One guy even said he hates it when the Brits hire as we almost all do the fully inclusive thing and there is no commission to be made from us taking extras.
The hire companies are getting more and more desperate to squeeze that last dime out of us. Most now say the insurance you take out doesn't cover windscreen damage, blown tyres, or damage to the underside of the vehicle, and where do some of them get off charging for breakdown cover!!
That thing they do with the "initial here, here, and here" can be the undoing if you don't have your specks on.

vinylmusic

usignuolo wrote: »

US car hire reps get commission if they can sell you fully comprehensive insurance. So you have to stand your ground with them when you collect a car as they do try to bamboozle you.
.

I learned this the hard way. What was most annoying ia that they had slipped in something I hadn't asked for. I already had insurance from the original booking so I had been sold it twice, only they hadn't called it insurance they called it tripsaver so I had't noticed it
Why on earth would I want to pay $100 for something I had already.

withabix wrote: »

The answer to this is:
Hire via Alamo.co.uk or avis.co.uk
No extras
£0 insurance excess in the case of Avis (and Alamo usually)
No charge at all until you return the car (in the case of Avis)

I used Alamo in Newark, NY a few years ago and they too gave me the hard sell and latched onto me like leeches trying to make me feel insecure about the insurance I already had and tempt me with add-ons. In that case I resisted but instead of putting a $400 hold on my CC they charged it and reversed it at the end of the trip.
I lost quite a bit on the exchange rate difference but luckily my CC company paid that back after some insistence.
I heard that Alamo has changed and were better, but I bought through Expedia and Thrifty was by far the cheapest. I thought I had put myself in the hands of a reputable company.

I think that Expedia should not allow companies like Thrifty to get away with it
They should make it absolutely clear what has been paid for and explain any extras that may be needed.
I should then be able to go into the hire company. Sign a form that is transparent in its wording. Pick up the keys and go
Nothing more unless I asked for it
But then if Expedia are ignoring my email then I guess that there is no hope there either

Slothy

I've had a big bust-up with Avis US (Las Vegas rental) over fuel charges. I returned the car full, a month later I find a fuel surcharge on my credit card. Queried it via email with their US site, no luck. Raised it in the UK. Sent them the petrol station receipt, map of the route from petrol station to return location, and a copy of all correspondence. It took 8 months until I received a refund.

My advice is to take pictures of all sides of the car before you leave and when you return (also take pictures of the wheels and dashboard, including such details as fuel meters). It probably won't count for much in their opinion, but you need every shred of evidence to demonstrate they've conned you or just plain stolen your money (in my case it was finally just conceded as having been charged in error - so basically, just stole my money?).

And yes, my refund was a conversion of the $ rate I was charged, no compensation for the credit card overhead or difference in exchange rate. Can't be bothered to chase them any further.

eslick

try emailing Thrifty but next time go to a broker who can help, we had issues twice in the past nothing like above though we were given a lower grade car than we booked and they assured us it was a full size in to of their depots and once with a screw up over insurance, the broker fixed it all for us no problems at all, though the rental companies wouldnt help when we contacted them directly.

I would recommend fifteen02.com, small family run company who want you to come back to them. Also try googling customer service for the rental co you book with, I was put off booking a thrifty car just by some of the reviews