Forum Home» Overseas Holidays & Travel Planning

Car Hire company charged us for insurance when we already had paid for it - Page 2

New Post Advanced Search

Car Hire company charged us for insurance when we already had paid for it

22 replies 1.6K views
2

Replies

  • EveryWhereEveryWhere
    3.2K posts
    ✭✭✭✭
    The OP might have a leg on which to stand, if they can produce a receipt showing that they took an authorisation on the credit card.
    If they can show that, then the car rental company cannot have it both ways; authorisation and excess waiver fee.
    But, if I suspect correctly, the OP has no receipt showing an authorisation for the excess, so they cannot have it both ways. They needed to give the authorisation to take the excess in the event of damage(reclaiming from the DoYouSpain policy in the event of being charged for damage) or to purchase the excess waiver from Orlando.
    That is how it works. So the people claiming scam here and suggesting a Section 75 claim, haven't got a clue.
  • Most car hire companies take an authorisation regardless of excess waiver or not.

    The added extra charges are then to be debited from the authorisation at the end.

    Car hire companies don’t only hold deposits in case of damages. There is also a possibility of not refuelling and extensions as well as valet charges
  • EveryWhereEveryWhere
    3.2K posts
    ✭✭✭✭
    In my opinion, the fault lies partially with DoYouSpain and partially with the OP.
    I'll explain why.
    DoYouSpain have a somewhat misleading interface to their insurance sales;

    51.png

    That would, on the surface, appear that the excess would no longer be required. 100% meant to be misleading.
    On the other hand, you have to agree that you have read and understood the IPID, Policy Wording and additional statements.

    Within the additional statement box that opens when you click on it is stated;
    Car Hire Excess Information

    When you collect your car, Offer will ask for a deposit of the excess amount from your credit card.

    When you return the car in the same condition it was collected in, Offer will refund this deposit.

    If there is any damage, Offer will retain part or all of your deposit to pay for it. You would then reclaim this amount from your Platinum Insurance.

    So the problem is split between DoYouSpain's dodgy advertising and the OP for not bothering to read what they agreed to read.

    Orlando are completely covered by their T&C.

    https://www.orlandorc.com/faq
    Insurance and Deposits.
    When collecting a hire vehicle, the driver must provide a valid credit card with sufficient credit to cover the excess/deposit amount. The deposit amount is either blocked or charged to a credit card. Currently, the deposit amount varies between 300€ - 1200€, dependant on the car group and product of the reservation.

    Debit cards are accepted on the condition the driver purchases the Orlando Rent a Car Full Protection Insurance.

    All details can be found under clause 7
  • edited 18 July 2019 at 9:43AM
    cubegamecubegame Forumite
    2K posts
    Part of the Furniture 1,000 Posts Name Dropper
    ✭✭✭
    edited 18 July 2019 at 9:43AM
    EveryWhere wrote: »
    No. They were not scammed. They simply assumed that they would not have to leave a deposit. So when they refused to pay a deposit, the option was full insurance from the car hirer or no car.

    In your excited rush to try and defend the car hire industry, you failed to note the OP didn't refuse to leave a deposit. They provided a credit card and were told money would be held but not taken.

    This is fairly standard hire car company practice. The OPs complaint seems to be that they were duped into buying additional insurance which they probably signed for.

    And insisting this is not a scam is just semantics. It is sharp practice at best and is something these companies have to do to turn a profit out of unsustainably low headline prices.
  • It is something that is unfortunately very common in this industry to try and confuse customers, even if a customer is savvy enough to spot this, then the rental agents will still try and assure the customer it’s just a deposit.

    It’s a minefield out there, but honestly most the confusion happens when you use a third party to make a booking.

    Always book direct, yes possibly slightly more expensive but believe you me, there is much more chance of a better experience when booking directly
  • JumblebumbleJumblebumble Forumite
    953 posts
    500 Posts Name Dropper First Anniversary
    ✭✭✭
    eDicky wrote: »
    Showing the insurance purchased from the broker was of no interest to the hire firm, and it does not remove the requirement of leaving a deposit or preauthorisation on your card for the excess.

    Money was taken for what? Did you sign to agree purchase of their extra insurance, or not?

    Why would insurance purchased from a car hire company's own broker who are selling protection policies on behalf of the car hire firm be of no interest to the car hire firm.
    This makes no sense what ever and I think you believe the broker was the renters broker maybe
  • edited 18 July 2019 at 10:58AM
    JumblebumbleJumblebumble Forumite
    953 posts
    500 Posts Name Dropper First Anniversary
    ✭✭✭
    edited 18 July 2019 at 10:58AM
    The company I work for deal with this company on a regular basis and they make it very clear that you must pay a deposit in the name of the main driver.

    Regardless of this fact I am sure they added the insurance by the sounds of your post. If you signed for the charges you’ll be hard pressed to reclaim these

    The OP is not clear what has actually happened here and what this mysterious insurance charge is
    It seems like the car hire company have not told them
    Clearly the best advice is a credit card dispute whereby the balance changes from the hire company having the money and not responding to the OP having the money until the car hire company justify what they have done
    Only possible issue is being placed on a "Do Not Rent Blacklist"
  • edited 18 July 2019 at 12:34PM
    eDickyeDicky Forumite
    5.3K posts
    1,000 Posts Fifth Anniversary Name Dropper
    ✭✭✭✭
    edited 18 July 2019 at 12:34PM
    Why would insurance purchased from a car hire company's own broker who are selling protection policies on behalf of the car hire firm be of no interest to the car hire firm.
    For the simple reason that the separately purchased excess cover, whether from the broker or elsewhere, would pay out to the hirer in the case of any damage, reimbursing the excess taken by the hire firm. They don't pay directly to the hire firm, therefore having such cover is of no concern or interest to the hire firm and makes no difference to their requirements of deposit or pre-auth for the excess.

    Perhaps you're confused, it's not the hire firm's 'own broker', it's the consolidation website that the OP booked through who sold them the extra insurance that they showed on picking up the car, thinking that this would prevent the hire firm selling their own extra cover to them (the problem at hand).
    Evolution, not revolution
  • EveryWhereEveryWhere
    3.2K posts
    ✭✭✭✭
    Why would insurance purchased from a car hire company's own broker who are selling protection policies on behalf of the car hire firm be of no interest to the car hire firm.
    This makes no sense what ever and I think you believe the broker was the renters broker maybe

    You clearly don't have the slightest clue about what you are writing.
    The brokers are not selling insurance policies on behalf of the car hirer. They are selling the policies on behalf of an independent insurance broker and themselves. Absolutely nothing to do with the car hirer.

    The car hirers themselves don't sell insurance. They simply sell waivers. In other words, waiving your responsibility to have to pay for certain damages

    Best to do your research before posting. It's on all of us to scrutinise to what we agree..
  • EveryWhereEveryWhere
    3.2K posts
    ✭✭✭✭
    cubegame wrote: »
    In your excited rush to try and defend the car hire industry, you failed to note the OP didn't refuse to leave a deposit. They provided a credit card and were told money would be held but not taken.

    This is fairly standard hire car company practice. The OPs complaint seems to be that they were duped into buying additional insurance which they probably signed for.

    And insisting this is not a scam is just semantics. It is sharp practice at best and is something these companies have to do to turn a profit out of unsustainably low headline prices.

    I didn't miss it and I don't rush. You do.
    We booked and paid for car hire through a broker (DoYouSpain) and paid for their full insurance package so that we would not have to pay again or leave the hefty credit card fee when we collected the car

    Their own words.

    Once again, if they have a receipt for the authorisation, they have a course of action.

    It's you who is in such a rush to attack. So your comments are totally unhelpful to the OP and anyone else.

    Let's look at what you wrote;
    You were scammed. I suspect you didn't read every single piece of info against which you signed.

    The car hire industry works like this (sadly) so they can offer low headline rates.

    So they were scammed because they didn't read the info that DoYouSpain told them to read before agreeing?
    DoYouSpain's advertisement is misleading, but reading the Additional Statement, which is in plain English, would have made it clear that they had to leave a deposit for possible damage.
    Then you assume that they were scammed again by the car hirer, but you have no idea if they had enough available credit for the excess amount. Especially as they didn't have an intention of doing so in the first place.

    When they come back to the thread and state that they agree for the deposit to be held, then we can ask if they obtained a CC slip.

    There comes a point where people have to take responsibility, rather than shouting scam.

    You might note that the OP is complaining on another thread about their money being stolen from the hand luggage that they left stowed in the luggage compartment of a coach.

    Of course people are asking why they wouldn't keep their money with them.

    So no, I'm coming down on the side of responsibility for your actions.

    You'll be blaming the airline industry for dodgy travel agents next.
Sign In or Register to comment.

Quick links

Essential Money | Who & Where are you? | Work & Benefits | Household and travel | Shopping & Freebies | About MSE | The MoneySavers Arms | Covid-19 & Coronavirus Support