Car Rental Rip Off

alanmead_2

Apologies in advance for the length.

I booked 6 days car rental on 24/2/25 for a SUV to be collected and returned to Orlando Airport (MCO) from 8/4/25 to 14/4/25 through MoneySavingExpert.com using a Company called HolidayCars.com. They reserved a car for me from United Rent A Car. I received the confirmation email that day and the only difference from any of the dozens of car rentals I've done for vehicles in the UK and overseas was that they asked for an International Drivers Permit. No bother, I bought some passport photos and purchased the IDP for use in the United States.

We were collected by shuttle and taken to the Rental Office off the airport, I showed my Driver's License, IDP, Passport, Credit Card for the Deposit and the Car Rental Voucher.

The staff member then informed me there would be an additional charge of $334 for insurance. I told him that the rental included insurance and that I had my own excess insurance.

The rental voucher clearly states that it includes Third Party Liability Insurance, Collision Damage Waiver, Theft Protection, etc.

Some texting between the staff member and their supervisor ensued, whilst I emailed them the full copy of the Rental Voucher, explaining that the only additional charge should be for the additional driver ($70) which I was happy to pay.

They refused to release the vehicle without me paying the additional charges or showing proof of insurance.

We left the rental agency, returned to the airport and booked a car with Enterprise which cost me over $600.

I emailed them on 10/4/25, to ask for a refund as the rental company had refused to provide me a vehicle without me purchasing additional insurance.

They replied on 11/4/25 asking for more information, which I duly provided.

This went back and forth over the next few days as they requested various bits of info, such as when I had landed, called the rental company, etc. with the last email I sent on 15/4/25.

I emailed them again on 25/4/25 as I hadn't heard anything back from them, they sent me an email which contains the following text 

"IMPORTANT! This offer is a basic rate and does not include liability insurance. We recommend you to pre-book additional insurance or check if your personal/business insurance covers your liability. Should you not be able to show valid insurance upon arrival, the supplier will obligate you to pay for the insurance locally."

This information is not listed anywhere on their website or in any of the information, including the rental voucher that was sent to me.

I also believe that it has been illegal since 2018 for Car Rental Companies to have any hidden fees to be paid at the counter
Insert "www." as it won't let me post links. gov.uk/government/publications/selling-car-rental-advice-for-businesses/selling-car-rental-complying-with-consumer-law

I disputed their response and provided them the above link on 28/4/25.

They asked on 29/4/25 if I had provided a copy of my own liability insurance, which I told them I should not have to provide insurance as it needs to be included in the rental. I told them I had the Excess Insurance but was not asked to show it.

They again claimed on 2/5/25 that the package didn't include insurance.

I again informed them on 5/5/25 that

They are not allowed to sell "basic rental packages" for rentals in the US - 

There can be no extra charges at the counter that aren't mentioned in the T&C.

Their own terms and conditions say nothing about providing insurance documents or that insurance isn't included.

Insert "www." holidaycars.com/en/2215548/6d732f71-0a55-42e7-9400-cef8ed0c4766/conditions

Nowhere on the Rental Voucher does it say it doesn't include insurance.

In fact everything says it includes 3rd Party Liability Insurance, Theft and CDW.

I haven't received a response to this last email as per 6/5/25.

I believe that they have violated the 2018 law by having hidden fees - am I correct?

Mark_d

I don't know about the applicable law but their T&C clearly state "All mandatory fees are included in the price shown"

Maybe the easiest way to get your money back is via S75 claim with your credit card provider

eskbanker

alanmead_2 said:

I also believe that it has been illegal since 2018 for Car Rental Companies to have any hidden fees to be paid at the counter
Insert "www." as it won't let me post links. gov.uk/government/publications/selling-car-rental-advice-for-businesses/selling-car-rental-complying-with-consumer-law

[...]

I believe that they have violated the 2018 law by having hidden fees - am I correct?

I think you're barking up the wrong tree here - the CMA issued guidance (not a new law) in 2018 but relating specifically to UK companies complying with (existing) UK consumer protection legislation.

DullGreyGuy

alanmead_2 said:

Apologies in advance for the length.

I booked 6 days car rental on 24/2/25 for a SUV to be collected and returned to Orlando Airport (MCO) from 8/4/25 to 14/4/25 through MoneySavingExpert.com using a Company called HolidayCars.com. They reserved a car for me from United Rent A Car. I received the confirmation email that day and the only difference from any of the dozens of car rentals I've done for vehicles in the UK and overseas was that they asked for an International Drivers Permit. No bother, I bought some passport photos and purchased the IDP for use in the United States.

We were collected by shuttle and taken to the Rental Office off the airport, I showed my Driver's License, IDP, Passport, Credit Card for the Deposit and the Car Rental Voucher.

The staff member then informed me there would be an additional charge of $334 for insurance. I told him that the rental included insurance and that I had my own excess insurance.

The rental voucher clearly states that it includes Third Party Liability Insurance, Collision Damage Waiver, Theft Protection, etc.

Some texting between the staff member and their supervisor ensued, whilst I emailed them the full copy of the Rental Voucher, explaining that the only additional charge should be for the additional driver ($70) which I was happy to pay.

They refused to release the vehicle without me paying the additional charges or showing proof of insurance.

We left the rental agency, returned to the airport and booked a car with Enterprise which cost me over $600.

I emailed them on 10/4/25, to ask for a refund as the rental company had refused to provide me a vehicle without me purchasing additional insurance.

They replied on 11/4/25 asking for more information, which I duly provided.

This went back and forth over the next few days as they requested various bits of info, such as when I had landed, called the rental company, etc. with the last email I sent on 15/4/25.

I emailed them again on 25/4/25 as I hadn't heard anything back from them, they sent me an email which contains the following text 

"IMPORTANT! This offer is a basic rate and does not include liability insurance. We recommend you to pre-book additional insurance or check if your personal/business insurance covers your liability. Should you not be able to show valid insurance upon arrival, the supplier will obligate you to pay for the insurance locally."

This information is not listed anywhere on their website or in any of the information, including the rental voucher that was sent to me.

I also believe that it has been illegal since 2018 for Car Rental Companies to have any hidden fees to be paid at the counter
Insert "www." as it won't let me post links. gov.uk/government/publications/selling-car-rental-advice-for-businesses/selling-car-rental-complying-with-consumer-law

I disputed their response and provided them the above link on 28/4/25.

They asked on 29/4/25 if I had provided a copy of my own liability insurance, which I told them I should not have to provide insurance as it needs to be included in the rental. I told them I had the Excess Insurance but was not asked to show it.

They again claimed on 2/5/25 that the package didn't include insurance.

I again informed them on 5/5/25 that

They are not allowed to sell "basic rental packages" for rentals in the US - 

There can be no extra charges at the counter that aren't mentioned in the T&C.

Their own terms and conditions say nothing about providing insurance documents or that insurance isn't included.

Insert "www." holidaycars.com/en/2215548/6d732f71-0a55-42e7-9400-cef8ed0c4766/conditions

Nowhere on the Rental Voucher does it say it doesn't include insurance.

In fact everything says it includes 3rd Party Liability Insurance, Theft and CDW.

I haven't received a response to this last email as per 6/5/25.

I believe that they have violated the 2018 law by having hidden fees - am I correct?

They gave you a choice, either show your insurance or pay for theirs... why didnt you show them proof of the insurance?

Looking at United's terms on Holiday Cars it states:

If your credit card company or employer offer insurance products, it is your responsibility to bring proof of cover with you when you collect the Vehicle.

Now this is very American because SLI and CDW are common perks on credit cards, and indeed the higher tier AmEx cards in the UK also include this as part of the "free" travel insurance, but its not the greatest leap to show the independent policy you purchased even if it didnt originate from employment or a credit card. 


Ultimately the Holiday Cars website states that if you bought it from the UK/EU then it should have included insurance other than the €2,500 excess. If you bought it from the US then it would be a Basic without insurance. 

So assuming you were on the UK version of the site then it should have included the basic insurance and not been a basic hire. I note when I went on the website though it defaulted me to being in the UAE for some reason so you would have to confirm that you were indeed on the UK site. 

It's not clear who you have been emailing with? Holiday Cars or United? Its certainly the former that I would be taking to task on the matter given they are the one that managed the sale. I wouldnt be bringing up things being "illegal", it's fairly straightforward that you bought A, as confirmed by everything on their site but the United says that they were told you bought B. 

alanmead_2

eskbanker said:

alanmead_2 said:

I also believe that it has been illegal since 2018 for Car Rental Companies to have any hidden fees to be paid at the counter
Insert "www." as it won't let me post links. gov.uk/government/publications/selling-car-rental-advice-for-businesses/selling-car-rental-complying-with-consumer-law

[...]

I believe that they have violated the 2018 law by having hidden fees - am I correct?

I think you're barking up the wrong tree here - the CMA issued guidance (not a new law) in 2018 but relating specifically to UK companies complying with (existing) UK consumer protection legislation.

You're correct in so much I tried to complain to BVRLA (British Vehicle Rental and Leasing Association) but they said they couldn't help as it was a US car rental and the companies aren't affiliated with BVRLA.

alanmead_2

 

DullGreyGuy said:

They gave you a choice, either show your insurance or pay for theirs... why didnt you show them proof of the insurance?

I couldn't - I have a company leased car and I'm on the company insurance. I had Excess Coverage but obviously that didn't make a difference in this case.

Ultimately the Holiday Cars website states that if you bought it from the UK/EU then it should have included insurance other than the €2,500 excess. If you bought it from the US then it would be a Basic without insurance. 

So assuming you were on the UK version of the site then it should have included the basic insurance and not been a basic hire. I note when I went on the website though it defaulted me to being in the UAE for some reason so you would have to confirm that you were indeed on the UK site. 

I assume I was on the UK version of the site, I wasn't using a VPN and I clicked on a link from MSE.

It's not clear who you have been emailing with? Holiday Cars or United? Its certainly the former that I would be taking to task on the matter given they are the one that managed the sale. I wouldnt be bringing up things being "illegal", it's fairly straightforward that you bought A, as confirmed by everything on their site but the United says that they were told you bought B. 

I've been emailing HolidayCars as they're who I booked the rental. Thanks for your advice.

BFBW

alanmead_2 said:

 

DullGreyGuy said:

They gave you a choice, either show your insurance or pay for theirs... why didnt you show them proof of the insurance?

I couldn't - I have a company leased car and I'm on the company insurance. I had Excess Coverage but obviously that didn't make a difference in this case.

Ultimately the Holiday Cars website states that if you bought it from the UK/EU then it should have included insurance other than the €2,500 excess. If you bought it from the US then it would be a Basic without insurance. 

So assuming you were on the UK version of the site then it should have included the basic insurance and not been a basic hire. I note when I went on the website though it defaulted me to being in the UAE for some reason so you would have to confirm that you were indeed on the UK site. 

I assume I was on the UK version of the site, I wasn't using a VPN and I clicked on a link from MSE.

It's not clear who you have been emailing with? Holiday Cars or United? Its certainly the former that I would be taking to task on the matter given they are the one that managed the sale. I wouldnt be bringing up things being "illegal", it's fairly straightforward that you bought A, as confirmed by everything on their site but the United says that they were told you bought B. 

I've been emailing HolidayCars as they're who I booked the rental. Thanks for your advice.

I'm somewhat confused. Did you have an Excess Policy or not and did you show them the Excess Policy or not?
You seem to be tiptoeing around this.
It seems that the staff are not used to dealing with U.K. customers and instead are used to U.S customers showing their CC policies. Simply showing them your Excess policy may have sufficed. But there is no mention of you showing them this.
BUT...this statement changes everything:

 "IMPORTANT! This offer is a basic rate and does not include liability insurance. We recommend you to pre-book additional insurance or check if your personal/business insurance covers your liability. Should you not be able to show valid insurance upon arrival, the supplier will obligate you to pay for the insurance locally."

If you paid via CC, then inform your provider that you would like to make a claim under Section 75. You are covered both under misrepresentation and failure to provide. You have the evidence that Third Party Liability was included. 
As long as there was enough on your CC to cover any Excess CDW amount, they don't have a leg on which to stand. Section 75 can also cover the extra that you had to spend on getting another car. It should put you back in the position that you would have been had you been supplied with the car. So a US$600+ reimbursement.

DullGreyGuy

alanmead_2 said:

 

DullGreyGuy said:

They gave you a choice, either show your insurance or pay for theirs... why didnt you show them proof of the insurance?

I couldn't - I have a company leased car and I'm on the company insurance. I had Excess Coverage but obviously that didn't make a difference in this case.

But you originally stated:

alanmead_2 said:
 I told them I had the Excess Insurance but was not asked to show it.

So did you have an excess insurance policy that covered this car or not? If you did does it include SLI in the US?

If you dont have an excess policy that covers this car then why are you saying you do? It's like being pulled over by the police for no insurance, you then telling them you do have insurance, and eventually admitting the insurance you were talking about was pet insurance not motor. It puts you in a very bad light and intentionally muddies the water when you know it's irrelevant. 

bagand96

MoneySavingExpert.com doesn't link through to car hire companies.  Their article suggests some comparison sites to use for comparing prices, I guess you used one of these and ended up at HolidayCars.com?

Hiring a car in the US as a European normally includes all legally required insurances, and with the major companies is often excess free.  However when US residents hire a car the system works differently, they are usually covered by their own motor insurance and/or credit card.  This can cause an issue if people unwittingly book a car as a US resident or on a US portal as they often don't include cover.

I notice HolidayCars.com do ask where you are resident when you start a quote.  Although when arriving via a comparison site you may bypass this stage.   Not sure if this is what's happened and they've unwittingly booked you the wrong rate.

Agree with others, you've documentation stating the insurances were included, perhaps a S75 claim against the payment to HolidayCars is the way forward.  They may have shot themselves in the foot by later committing to writing that your hire didn't include it.

alanmead_2

BFBW said:

I'm somewhat confused. Did you have an Excess Policy or not and did you show them the Excess Policy or not?
You seem to be tiptoeing around this.
It seems that the staff are not used to dealing with U.K. customers and instead are used to U.S customers showing their CC policies. Simply showing them your Excess policy may have sufficed. But there is no mention of you showing them this.
BUT...this statement changes everything:

 "IMPORTANT! This offer is a basic rate and does not include liability insurance. We recommend you to pre-book additional insurance or check if your personal/business insurance covers your liability. Should you not be able to show valid insurance upon arrival, the supplier will obligate you to pay for the insurance locally."

If you paid via CC, then inform your provider that you would like to make a claim under Section 75. You are covered both under misrepresentation and failure to provide. You have the evidence that Third Party Liability was included. 
As long as there was enough on your CC to cover any Excess CDW amount, they don't have a leg on which to stand. Section 75 can also cover the extra that you had to spend on getting another car. It should put you back in the position that you would have been had you been supplied with the car. So a US$600+ reimbursement.

I had an Excess Policy - they didn't want that - they wanted a Liability Policy. I told them I had excess coverage and was happy to put the deposit down on my credit card (which had more than the $2500 excess available). But they wouldn't let me proceed without showing them Personal Liability Insurance.

The statement "IMPORTANT!..." was sent to me via email after I tried to claim a refund as they had mis-sold me the car rental.

Thanks for the advice regarding the Section 75 info.

alanmead_2

DullGreyGuy said:

alanmead_2 said:

 

DullGreyGuy said:

They gave you a choice, either show your insurance or pay for theirs... why didnt you show them proof of the insurance?

I couldn't - I have a company leased car and I'm on the company insurance. I had Excess Coverage but obviously that didn't make a difference in this case.

But you originally stated:

alanmead_2 said:
 I told them I had the Excess Insurance but was not asked to show it.

So did you have an excess insurance policy that covered this car or not? If you did does it include SLI in the US?

If you dont have an excess policy that covers this car then why are you saying you do? It's like being pulled over by the police for no insurance, you then telling them you do have insurance, and eventually admitting the insurance you were talking about was pet insurance not motor. It puts you in a very bad light and intentionally muddies the water when you know it's irrelevant. 

I took out Vehicle Hire Excess & Damage Insurance with Leisure Guard (part of AXA) - this doesn't include SLI.
It will cover me in case of an accident so I don't have to pay the $2500 excess.
They wanted proof of Liability Insurance, which I didn't have.