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.