How to avoid being ripped off by a car rental company?

MartaUK

Hello,

I am going abroad soon and need to rent a car at the airport. I've had a few interesting experiences myself and am wondering how to avoid issues this time. Once, I booked a car at the best price I could find online through a car rental comparison site. While collecting the keys at the counter, they tried to sell me some extra insurance – very pushy. I refused to buy it, and after returning the car in pristine condition and dropping the keys at their desk as instructed, my credit card was charged with a fee of around £300-400, if I remember correctly, for replacing and respraying a bumper. I asked for proof, and they sent a photo of the damage. I am 100% sure it was not there when I returned the car, and their image had the timestamp removed from the file properties. Moreover, it only showed a small part of the car with no number plate or anything to prove it was the same car. Unfortunately, I did not have my photos or any proof and tried to chargeback through the bank, which also asked for documents I did not have, so I gave up.

Next time, at the same airport but a different car rental company, when they tried to sell me extra insurance, I haggled the price down a bit and paid about £100 on top of the rental price. Interestingly, they emailed me the car rental agreement and some other paperwork, but nothing on that extra insurance. I only received a hand-signed pre-printed receipt for this “insurance.” Thankfully, upon return, they did not charge me anything extra.

I have to rent a car at this airport again and am wondering how to approach it this time. Even if I go for a more expensive rental price, there is no guarantee they won’t try to sell me extra insurance at the airport or charge me afterward to top up their profits. I’m not sure even taking hundreds of photos of the car before and after the rental would help much, as it’s in a relatively dark multistorey car park, and they may find damage on the underside or some other part not visible.

I would be grateful for your experiences and advice.

43722

Where are you going? People may be able to make recommendations.

MorningcoffeeIV

MartaUK said:

after returning the car in pristine condition and dropping the keys at their desk as instructed, my card was credited with a fee of around £300-400, 

That was surprisingly generous of them!

daveyjp

Book through a UK based broker  such as Zest car hire.  

born_again

Make sure they walk round car & fill in form making any issues & get a copy, when picking up.
Same when returning..


It amazing how many hire cars get scratched or dented after parking & keys dropped off. When no one gets a sheet confirming no damage..

MartaUK

Thank you all for your replies. I'm going to Krakow, Poland. Unfortunately, those places are quite busy and I doubt anyone from the counter would come to the parking and give me any receipt to my hand, they tend to "email them shortly", when I'm already long gone. Fingers crossed it'll be OK this time.

Lavendyr

What you need is car hire excess insurance. MoneySavingExpert has a page on this: https://www.moneysavingexpert.com/travel/cheap-car-hire/#excess

The best thing you can do to protect yourself at a sensible price is to purchase this sort of insurance. It means that when you go to the car hire desk, you will need to tell them that you have car hire excess insurance, and you will need to provide a credit card which can cover the maximum excess. They may argue with you, and push hard on the aspect that you will need to pay them and then claim back. That is fine. 

I did exactly this when hiring a car in Naples, Italy, in 2023. The insurance cost around £30. Despite taking careful photos of the car on its return they managed to find a spot with a scratch that my photos did not cover, and charged around €300 for it. I had taken out car hire excess insurance with Zurich. I sent the claim to them and they paid out in full very promptly. 

It isn't a perfect solution, but it is the best way to minimise your costs. 

eDicky

Lavendyr said:

you will need to tell them that you have car hire excess insurance,

Why will you need to tell them? I disagree - if you don't want to buy the hire firm's extra insurance just politely say 'no thanks', and nothing else, as would an experienced hirer.

Lavendyr

eDicky said:

Lavendyr said:

you will need to tell them that you have car hire excess insurance,

Why will you need to tell them? I disagree - if you don't want to buy the hire firm's extra insurance just politely say 'no thanks', and nothing else, as would an experienced hirer.

OK, you don't need to, but it can be helpful if you do. 

eDicky

Lavendyr said:

eDicky said:

Lavendyr said:

you will need to tell them that you have car hire excess insurance,

Why will you need to tell them? I disagree - if you don't want to buy the hire firm's extra insurance just politely say 'no thanks', and nothing else, as would an experienced hirer.

OK, you don't need to, but it can be helpful if you do. 

It is helpful only to the counter staff by revealing to them your unfamiliarity with vehicle rental, and giving them a chance to persuade you that your separately purchased insurance is insufficient and the consequences of relying on it, etc.

The objective of the hire firm and staff is to sell you their own extra cover, if you give them any chance to do so. Your separate excess cover is actually of no relevance to them, for as you know, in the event of any damage you pay the relevant excess yourself and then claim it from your independent insurer.

So it doesn't benefit you in any way to mention it and enter into such discussion - just say 'no thanks' with an air of finality and maybe a glance at your watch. That's my advice anyway.

mark_cycling00

I always book well in advance and usually get good price from sixt, or even Avis etc. never any problems. If anything usually get a bigger car for same price when I collect 

Always give accurate start times and always give your flight number. 

Check the opening hours for collection, check the location within the airport and that it's not a mile outside, Check Google reviews before you book with a very small local firm