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  • FIRST POST
    • langfordclose
    • By langfordclose 17th Jul 19, 10:00 AM
    • 9Posts
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    langfordclose
    0 WOW
    Car Hire company charged us for insurance when we already had paid for it
    • #1
    • 17th Jul 19, 10:00 AM
    0 WOW
    Car Hire company charged us for insurance when we already had paid for it 17th Jul 19 at 10:00 AM
    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. When we collected the car we were asked for a credit card this was the only time they spoke to us as their English was very limited - we were told so it was held but no money to be taken - we get home and find money was taken . we have contacted them and they say we signed to agree to an extra insurance being taken. We explained we did not as there was no mention of an insurance as we showed them the certificate already purchased from their broker and the only thing we signed was for the car, they have now stopped replying - what can we do? Surely this is theft?
Page 1
    • eDicky
    • By eDicky 17th Jul 19, 10:27 AM
    • 4,891 Posts
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    eDicky
    • #2
    • 17th Jul 19, 10:27 AM
    • #2
    • 17th Jul 19, 10:27 AM
    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?
    • langfordclose
    • By langfordclose 17th Jul 19, 10:32 AM
    • 9 Posts
    • 1 Thanks
    langfordclose
    • #3
    • 17th Jul 19, 10:32 AM
    • #3
    • 17th Jul 19, 10:32 AM
    no, we told them we already had the full insurance so did not need any extra insurance from them. They say they took more money for another insurance and they say we agreed to it but they did not even ask us about it.
    • cubegame
    • By cubegame 17th Jul 19, 10:39 AM
    • 1,783 Posts
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    cubegame
    • #4
    • 17th Jul 19, 10:39 AM
    • #4
    • 17th Jul 19, 10:39 AM
    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.
    • eDicky
    • By eDicky 17th Jul 19, 10:43 AM
    • 4,891 Posts
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    eDicky
    • #5
    • 17th Jul 19, 10:43 AM
    • #5
    • 17th Jul 19, 10:43 AM
    no, we told them we already had the full insurance so did not need any extra insurance from them. They say they took more money for another insurance and they say we agreed to it but they did not even ask us about it.
    Originally posted by langfordclose
    But did you sign acceptance for it? Check your contract. If not, your might ask your card provider for a chargeback.

    Who is the hire firm, Goldcar?
    • langfordclose
    • By langfordclose 17th Jul 19, 11:57 AM
    • 9 Posts
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    langfordclose
    • #6
    • 17th Jul 19, 11:57 AM
    • #6
    • 17th Jul 19, 11:57 AM
    it was a company called Orlando, they were the only ones that rented close enough to our hotel for us to collect.
    We could not read the paperwork they gave us either as they only gave it to us in Spanish so yes I assume we were scammed but how do we go about getting the money back - is a chargeback our best and only option?
    • cubegame
    • By cubegame 17th Jul 19, 12:12 PM
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    cubegame
    • #7
    • 17th Jul 19, 12:12 PM
    • #7
    • 17th Jul 19, 12:12 PM
    it was a company called Orlando, they were the only ones that rented close enough to our hotel for us to collect.
    We could not read the paperwork they gave us either as they only gave it to us in Spanish so yes I assume we were scammed but how do we go about getting the money back - is a chargeback our best and only option?
    Originally posted by langfordclose


    If you signed the paperwork it will be difficult to get the money back. The onus is on you to understand what you are signing.


    You could have translated with a smartphone well enough to understand that insurance was being offered.


    You'll have to chalk this one up to experience I'm afraid.
    • TELLIT01
    • By TELLIT01 17th Jul 19, 1:54 PM
    • 6,929 Posts
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    TELLIT01
    • #8
    • 17th Jul 19, 1:54 PM
    • #8
    • 17th Jul 19, 1:54 PM
    If you paid by credit card, take it up with the card provider. If the company is known for this sort of behaviour they may already be known to the CC company.
    • EveryWhere
    • By EveryWhere 17th Jul 19, 4:49 PM
    • 2,557 Posts
    • 1,268 Thanks
    EveryWhere
    • #9
    • 17th Jul 19, 4:49 PM
    • #9
    • 17th Jul 19, 4:49 PM
    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.
    Originally posted by cubegame
    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.
    • EveryWhere
    • By EveryWhere 17th Jul 19, 4:51 PM
    • 2,557 Posts
    • 1,268 Thanks
    EveryWhere
    If you paid by credit card, take it up with the card provider. If the company is known for this sort of behaviour they may already be known to the CC company.
    Originally posted by TELLIT01
    Sorry, but this is nonsense. It's all down to the OP not taking note of the T&C of the policy they purchased from DoYouSpain.
    • Credit Struggle
    • By Credit Struggle 17th Jul 19, 5:06 PM
    • 82 Posts
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    Credit Struggle
    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
    • EveryWhere
    • By EveryWhere 17th Jul 19, 5:21 PM
    • 2,557 Posts
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    EveryWhere
    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.
    • Credit Struggle
    • By Credit Struggle 17th Jul 19, 5:28 PM
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    Credit Struggle
    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
    • EveryWhere
    • By EveryWhere 17th Jul 19, 5:41 PM
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    EveryWhere
    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;



    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
    • cubegame
    • By cubegame 18th Jul 19, 8:40 AM
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    cubegame
    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.
    Originally posted by EveryWhere
    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.
    Last edited by cubegame; 18-07-2019 at 8:43 AM.
    • Credit Struggle
    • By Credit Struggle 18th Jul 19, 8:48 AM
    • 82 Posts
    • 34 Thanks
    Credit Struggle
    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
    • Jumblebumble
    • By Jumblebumble 18th Jul 19, 9:54 AM
    • 322 Posts
    • 119 Thanks
    Jumblebumble
    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?
    Originally posted by eDicky
    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
    • Jumblebumble
    • By Jumblebumble 18th Jul 19, 9:56 AM
    • 322 Posts
    • 119 Thanks
    Jumblebumble
    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
    Originally posted by Credit Struggle
    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"
    Last edited by Jumblebumble; 18-07-2019 at 9:58 AM.
    • eDicky
    • By eDicky 18th Jul 19, 11:19 AM
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    eDicky
    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.
    Originally posted by Jumblebumble
    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).
    Last edited by eDicky; 18-07-2019 at 11:34 AM.
    • EveryWhere
    • By EveryWhere 18th Jul 19, 4:25 PM
    • 2,557 Posts
    • 1,268 Thanks
    EveryWhere
    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
    Originally posted by Jumblebumble
    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..
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