Budget car rental - get contract in English before you leave US
Feb 22nd, 2016, 05:53 AM
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Budget car rental - get contract in English before you leave US
This is a long post because I've listed my email to Budget and their surprising response. I have used Budget for many years in the US and my dealings have been ethical and fair in the US. My international rental did not go anything like my domestic rentals. To avoid extra charges get a copy of the rental agreement in English BEFORE you leave the US.
Here is the story --I rented a car in Paris from Budget. I gave Budget a document from MasterCard that shows I had insurance coverage. In addition to giving Budget the document I told the clerk in Paris I did not need the insurance. (as a side note Master Card and Visa provide car insurance for certain countries if you rent with their card --check with them to understand the types of coverage.)
The clerk gave me the contract to sign but the contract was in French. They clearly knew I was from the US and they deal with US travelers every day. I asked for a copy in English and they said they did not have one. I find this surprising but had no choice so I signed the contract in order to get the car. I figured since I am a long term member of Budget I can trust the contract. I was wrong. Once I got home and reviewed my MasterCard charges I realized they had charged me more than the agreed reservation price. They charged me for the insurance I had told them I did not need.
Below is the final email correspondence with Budget and my response directly below their email. It is important to note that we had a couple emails back and forth discussing the issue. In these emails I was very respectful and diplomatic because I have found it to be more successful in life if you use diplomacy when dealing with issues. Once it became clear that they were not going to do anything my final email was very direct and not diplomatic but still on point.
Budget Case: 8187222
Reservation: 12989508US0
Rental Agreement: E203769381
Thank you for contacting the E-mail Customer Service team.
I am very sorry for any troubles encountered with your rental cost. When renting internationally the documents are not required to be presented in English I apologize for any misunderstanding. We can only base any decisions made on the signed contract. In reviewing the rental contract, it does clearly note the acceptance of the coverage, and the price to be charged with your signature of acceptance. Based on this information, we will be unable to provide any credits for the rental contract.
Kind Regards,
Jennifer Kirby
Customer Service Representative
....and this was my final response to the above email from Budget...
Wow. Budget's response has disappointed me beyond belief. It shows the lack of ethics and a clear disregard for doing what is right. Without even trying to hide your unethical behavior of what had occurred you are openly stating......"yes we know we presented a contract in a language you were unable to read, but too bad because you signed the contract. Further, yes we do know that you presented proof that you did not need the insurance coverage because you already had it. At Budget we try to take people's money by selling them insurance that they clearly do not need and in fact have shown proof they already have it. Although you showed proof that you had the insurance and verbally told the Budget representative at the time you rented the vehicle, none of that matters because we "got you" once you signed the agreement --which of course you are unable to read due to it being in another language."
Clearly my long history of spending thousand dollars on Budget rentals did not come into play on this decision nor did the sense of doing the right thing.
My recommendation is to get a copy of the rental agreement BEFORE you leave the US therefore you can get it in English. Requesting it at the rental desk in Paris is too late.
Here is the story --I rented a car in Paris from Budget. I gave Budget a document from MasterCard that shows I had insurance coverage. In addition to giving Budget the document I told the clerk in Paris I did not need the insurance. (as a side note Master Card and Visa provide car insurance for certain countries if you rent with their card --check with them to understand the types of coverage.)
The clerk gave me the contract to sign but the contract was in French. They clearly knew I was from the US and they deal with US travelers every day. I asked for a copy in English and they said they did not have one. I find this surprising but had no choice so I signed the contract in order to get the car. I figured since I am a long term member of Budget I can trust the contract. I was wrong. Once I got home and reviewed my MasterCard charges I realized they had charged me more than the agreed reservation price. They charged me for the insurance I had told them I did not need.
Below is the final email correspondence with Budget and my response directly below their email. It is important to note that we had a couple emails back and forth discussing the issue. In these emails I was very respectful and diplomatic because I have found it to be more successful in life if you use diplomacy when dealing with issues. Once it became clear that they were not going to do anything my final email was very direct and not diplomatic but still on point.
Budget Case: 8187222
Reservation: 12989508US0
Rental Agreement: E203769381
Thank you for contacting the E-mail Customer Service team.
I am very sorry for any troubles encountered with your rental cost. When renting internationally the documents are not required to be presented in English I apologize for any misunderstanding. We can only base any decisions made on the signed contract. In reviewing the rental contract, it does clearly note the acceptance of the coverage, and the price to be charged with your signature of acceptance. Based on this information, we will be unable to provide any credits for the rental contract.
Kind Regards,
Jennifer Kirby
Customer Service Representative
....and this was my final response to the above email from Budget...
Wow. Budget's response has disappointed me beyond belief. It shows the lack of ethics and a clear disregard for doing what is right. Without even trying to hide your unethical behavior of what had occurred you are openly stating......"yes we know we presented a contract in a language you were unable to read, but too bad because you signed the contract. Further, yes we do know that you presented proof that you did not need the insurance coverage because you already had it. At Budget we try to take people's money by selling them insurance that they clearly do not need and in fact have shown proof they already have it. Although you showed proof that you had the insurance and verbally told the Budget representative at the time you rented the vehicle, none of that matters because we "got you" once you signed the agreement --which of course you are unable to read due to it being in another language."
Clearly my long history of spending thousand dollars on Budget rentals did not come into play on this decision nor did the sense of doing the right thing.
My recommendation is to get a copy of the rental agreement BEFORE you leave the US therefore you can get it in English. Requesting it at the rental desk in Paris is too late.
Feb 22nd, 2016, 06:23 AM
#3
It's unrealistic to expect another country to make a contract in your language. Do you really think the US would do that for every nationality that might arrive and rent a car? That would be hundreds of languages they would need to translate their contracts in. The US employees would not even be able to read them. You are lucky they spoke English as there is no requirement they do.
In the future, if you want to avoid charges or a contract you can't read, prepay your rental online.
In the future, if you want to avoid charges or a contract you can't read, prepay your rental online.
Feb 22nd, 2016, 06:23 AM
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I'm sure you find this frustrating, but it's not a surprising response. You rented in another country and assumed you'd get an English contract? Are you daft?
Does Budget where you live provide contracts in every language their foreign renters speak?
Do you have any idea what translation costs are, anywhere in the world?
Budget doesn't care how many thousands of dollars you've spent. If you went to France expecting that a contract in English is "the right thing," you are one very naïve traveler.
All the righteous indignation in the world isn't going to get you out of this. Call your credit card company and complain. Barring that, why don't you hire a French translator to explain to the Budget office in Paris that you were overcharged and see where that gets you. Then hire a French lawyer to plead that in your case ignorance caused you to sign something you didn't understand.
Does Budget where you live provide contracts in every language their foreign renters speak?
Do you have any idea what translation costs are, anywhere in the world?
Budget doesn't care how many thousands of dollars you've spent. If you went to France expecting that a contract in English is "the right thing," you are one very naïve traveler.
All the righteous indignation in the world isn't going to get you out of this. Call your credit card company and complain. Barring that, why don't you hire a French translator to explain to the Budget office in Paris that you were overcharged and see where that gets you. Then hire a French lawyer to plead that in your case ignorance caused you to sign something you didn't understand.
Feb 22nd, 2016, 06:54 AM
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If I was signing a rental contract in a language that I don't understand, I would ask the rental agent to show me where the CDW has been declined, there is usually a tick box and you have to initial it to say that you have declined it. IME rental agents will explain what you are initialling and why, if you ask.
I often rent in Sweden and Denmark and I don't read either language sufficently to understand contracts, but often terms such as CDW and PAI are the same abbreviation no matter which language.
I often rent in Sweden and Denmark and I don't read either language sufficently to understand contracts, but often terms such as CDW and PAI are the same abbreviation no matter which language.
Feb 22nd, 2016, 07:03 AM
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Great - you could be a politician in Belgium.
Our great politician Happart had in 2005 forgotten to read a contract with Ecclestone. He also said later that since it was in English, he could not have understood it - so he signed.
He was laughing stock for years in Belgium (the contract cost us a fortune) - but have no fears, he continued to work at the parliament.
Any normal person doing this whilst working in a company, he would be fired. Ps : I can read figures in about every language, even in Chinese ...
http://www.dhnet.be/actu/belgique/ha...b0de6db98d0f53
Our great politician Happart had in 2005 forgotten to read a contract with Ecclestone. He also said later that since it was in English, he could not have understood it - so he signed.
He was laughing stock for years in Belgium (the contract cost us a fortune) - but have no fears, he continued to work at the parliament.
Any normal person doing this whilst working in a company, he would be fired. Ps : I can read figures in about every language, even in Chinese ...
http://www.dhnet.be/actu/belgique/ha...b0de6db98d0f53
Feb 22nd, 2016, 07:22 AM
#8
Every country has different laws, so there are slight variations in the contract of every country. U.S. contract law is not valid for rentals made in Europe.
At Europcar France, however, the reverse side of the contract has the English translation of it. I think that is what most companies do.
At Europcar France, however, the reverse side of the contract has the English translation of it. I think that is what most companies do.
Feb 22nd, 2016, 07:48 AM
#9
Yep, tough but true. Do not expect even the company claiming to be Budget is Budget. It may just be a franchisee. I cannot think of a single rental company that offers any sort of Brand benefits, the cars are all the same, the fuel is all the same and the Brands don't work for the customer they work for the shareholders.
I would recommend making all my bookings through a broker, do the deal in my language and always travel with my own lawyer (Mrs Bilbo) who looks for all the tick boxes.
I would recommend making all my bookings through a broker, do the deal in my language and always travel with my own lawyer (Mrs Bilbo) who looks for all the tick boxes.
Feb 22nd, 2016, 08:18 AM
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As already mentioned, car rental laws vary by country. This was also apparently your first experience renting a car outside of the US.
Note that if you rent a car while in France or Spain (from Budget, Europcar or any other car rental company), the cost of the rental will include the CDW. Your American credit card will not cover the insurance. Non-American/Canadian based credit cards do not include that option.
If you had rented the same car (from Budget USA, or through Auto Europe), either at home or abroad, your credit card would then have provided the needed insurance coverage.
Note that if you rent a car while in France or Spain (from Budget, Europcar or any other car rental company), the cost of the rental will include the CDW. Your American credit card will not cover the insurance. Non-American/Canadian based credit cards do not include that option.
If you had rented the same car (from Budget USA, or through Auto Europe), either at home or abroad, your credit card would then have provided the needed insurance coverage.
Feb 22nd, 2016, 09:16 AM
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I'm surprised with the responses.
It isn't difficult, and I also assume that a multinational corporation based in Parsippany New Jersey might not require that all people on staff can fluently read, or speak every single language for every country they do business. The other aspect, I assume, is that there exists an english translation of the French Language and Law contract. Someone in Parsippany has needed a translated copy, so one exists. I also suggest that this is a customer service issue, more than just a difficulty to do this.
If my understanding of how computers work is correct, hitting print at the counter in France would work the same as hitting it in the U.S. If that is the case, and since a multinational can notify you of all sorts of things when they book you from the US, the ability of that reservation to have an english language version of the agreement available to print would be easy.
Now, for the OP. IF you got a copy of the contract in English at the desk, you honestly think you'd have read the agreement? I'd suggest that you would have done exactly what you did, ask that it not be included, assume they didn't include it, and walk out. I'd also suggest that you might have been better served if you would have prepared yourself for the eventuality that you may need to read some French words, or at least understand a price breakdown when they give it to you. Arabic Numeral systems are just that, Arabic Numeral based, so they are the same in French or English. So a separate fee identified on the signing sheet will have told you that. While frustrating, I don't see this as a real issue for Budget to address. I am certain that not every single Budget renter in Paris pays this fee, and I sure some with no French language skills are included in that group as well.
It isn't difficult, and I also assume that a multinational corporation based in Parsippany New Jersey might not require that all people on staff can fluently read, or speak every single language for every country they do business. The other aspect, I assume, is that there exists an english translation of the French Language and Law contract. Someone in Parsippany has needed a translated copy, so one exists. I also suggest that this is a customer service issue, more than just a difficulty to do this.
If my understanding of how computers work is correct, hitting print at the counter in France would work the same as hitting it in the U.S. If that is the case, and since a multinational can notify you of all sorts of things when they book you from the US, the ability of that reservation to have an english language version of the agreement available to print would be easy.
Now, for the OP. IF you got a copy of the contract in English at the desk, you honestly think you'd have read the agreement? I'd suggest that you would have done exactly what you did, ask that it not be included, assume they didn't include it, and walk out. I'd also suggest that you might have been better served if you would have prepared yourself for the eventuality that you may need to read some French words, or at least understand a price breakdown when they give it to you. Arabic Numeral systems are just that, Arabic Numeral based, so they are the same in French or English. So a separate fee identified on the signing sheet will have told you that. While frustrating, I don't see this as a real issue for Budget to address. I am certain that not every single Budget renter in Paris pays this fee, and I sure some with no French language skills are included in that group as well.
Feb 22nd, 2016, 11:11 AM
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I agree that the contract must be in french if rented in France, but the French langauge contract is on Budget's forms. They could easily give you the translation at the time of rental.
If nothing else, sign the document (if no breakdown of charges) CDW a diminue and your name.
When you later dispute it, they have to show the card company your signature, If it says (in their language) you declined CDW (the international name for LDW in the US) and your signature, then they too are on the hook.
Or be prepared to tell them in their own language that you decline the CDW (Je veux refuser la CDW 'i think') AND sign it CDW a diminue and point that out to them that you've signed it that way.
If nothing else, sign the document (if no breakdown of charges) CDW a diminue and your name.
When you later dispute it, they have to show the card company your signature, If it says (in their language) you declined CDW (the international name for LDW in the US) and your signature, then they too are on the hook.
Or be prepared to tell them in their own language that you decline the CDW (Je veux refuser la CDW 'i think') AND sign it CDW a diminue and point that out to them that you've signed it that way.
Feb 22nd, 2016, 11:31 AM
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<i> They could easily give you the translation at the time of rental. </i>
The time to work out contract translations is probably not at the pickup desk. A rather firm knowledge of all potential costs should be confirmed when the car is booked. At pickup, a quick crosscheck of the euro amount should be all that is really required.
This is however, very good information for anyone renting a car in Europe, anywhere actually. Watch carefully for the added charge of unwanted insurance and prepaid fuel.
The time to work out contract translations is probably not at the pickup desk. A rather firm knowledge of all potential costs should be confirmed when the car is booked. At pickup, a quick crosscheck of the euro amount should be all that is really required.
This is however, very good information for anyone renting a car in Europe, anywhere actually. Watch carefully for the added charge of unwanted insurance and prepaid fuel.
Feb 22nd, 2016, 11:37 AM
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Am I wrong in thinking that part of the OP's complaint is that he verbally declined the CDW but it was added anyway?
This happens all the time, sadly, but it's obviously tougher when you don't speak the language well enough to either read the contract or interrogate the clerk in detail.
It's shameful how shady the car rental business is all over the world, isn't it? Caveat emptor, turned up to 11.
This happens all the time, sadly, but it's obviously tougher when you don't speak the language well enough to either read the contract or interrogate the clerk in detail.
It's shameful how shady the car rental business is all over the world, isn't it? Caveat emptor, turned up to 11.
Feb 22nd, 2016, 11:55 AM
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In a thread like this, an experienced traveler who actually rents cars can find a ton of incorrect or misleading information.
<i><font color=#555555>"It's unrealistic to expect another country to make a contract in your language."</font></i>
<i><font color=#555555>"You rented in another country and assumed you'd get an English contract? Are you daft?"</font></i>
Kybourbon offered less snark, but here's the truth:
If you speak English, then according to the European Commission, English is the most widely spoken foreign language in the EU. I think it's utterly bad business for any travel service to ignore the needs of its English-speaking customers. If a restaurant or an electronic user manual from China can offer ten languages, so can a rental car company.
While European car rental companies are not required by law to provide rental contracts in any other language other than their official mother tongue, some companies do provide contracts in English. However, the English version is not legally binding. Nonetheless, AutoEurope recommends that every American customer ask for an English version at the rental counter upon check-in. Clearly, some longtime posters don't read AutoEurope's fine print.
<i><font color=#555555>"All the righteous indignation in the world isn't going to get you out of this."</font></i>
With an attitude like this, you will always be a customer at the mercy of big corporate decisions. I would define that as a feckless, sucker customer.
There is some useful information on this very scenario here: http://www.gemut.com/car-rentals/ren...r-rentals.html
Blame is difficult to pinpoint sometimes. However, when you consider that "car rental counter employees receive bonuses and commissions for selling collision and theft insurance," it is imperative that jet-lagged customers be diligent.
This is just one good reason why I always rent with AutoEurope. If you make an honest mistake, AE provides excellent customer service and will work on your behalf as best they can.
Mikeodyssey, I have written Ronald L. Nelson, the chairman and chief executive officer of Avis Budget Group, Inc. on occasion. His office has always responded to my queries. I don't know the answer to franchise questions, but I wouldn't hesitate writing him and explaining your situation.
Because I travel for work, my business insurance policy covers me for car rentals in Europe. I always decline additional insurance. I happen to speak French and Italian, so I don't have a communication issue with counter people. If I didn't speak a foreign language, and this happened to me, I would write the CEO of the car rental company.
Fight for your consumer rights, or be treated like the fool that major corporations hope you are.
Good luck!
<i><font color=#555555>"It's unrealistic to expect another country to make a contract in your language."</font></i>
<i><font color=#555555>"You rented in another country and assumed you'd get an English contract? Are you daft?"</font></i>
Kybourbon offered less snark, but here's the truth:
If you speak English, then according to the European Commission, English is the most widely spoken foreign language in the EU. I think it's utterly bad business for any travel service to ignore the needs of its English-speaking customers. If a restaurant or an electronic user manual from China can offer ten languages, so can a rental car company.
While European car rental companies are not required by law to provide rental contracts in any other language other than their official mother tongue, some companies do provide contracts in English. However, the English version is not legally binding. Nonetheless, AutoEurope recommends that every American customer ask for an English version at the rental counter upon check-in. Clearly, some longtime posters don't read AutoEurope's fine print.
<i><font color=#555555>"All the righteous indignation in the world isn't going to get you out of this."</font></i>
With an attitude like this, you will always be a customer at the mercy of big corporate decisions. I would define that as a feckless, sucker customer.
There is some useful information on this very scenario here: http://www.gemut.com/car-rentals/ren...r-rentals.html
Blame is difficult to pinpoint sometimes. However, when you consider that "car rental counter employees receive bonuses and commissions for selling collision and theft insurance," it is imperative that jet-lagged customers be diligent.
This is just one good reason why I always rent with AutoEurope. If you make an honest mistake, AE provides excellent customer service and will work on your behalf as best they can.
Mikeodyssey, I have written Ronald L. Nelson, the chairman and chief executive officer of Avis Budget Group, Inc. on occasion. His office has always responded to my queries. I don't know the answer to franchise questions, but I wouldn't hesitate writing him and explaining your situation.
Because I travel for work, my business insurance policy covers me for car rentals in Europe. I always decline additional insurance. I happen to speak French and Italian, so I don't have a communication issue with counter people. If I didn't speak a foreign language, and this happened to me, I would write the CEO of the car rental company.
Fight for your consumer rights, or be treated like the fool that major corporations hope you are.
Good luck!
Feb 22nd, 2016, 12:04 PM
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One other thought:
I understand leaving with the thought that if there's a problem, it can be sorted out later. It's not a recommended course of action, but I would expect a reputable company to help sort out a misunderstanding under these circumstances.
I understand leaving with the thought that if there's a problem, it can be sorted out later. It's not a recommended course of action, but I would expect a reputable company to help sort out a misunderstanding under these circumstances.
Feb 22nd, 2016, 01:08 PM
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<i>AutoEurope recommends that every American customer ask for an English version at the rental counter upon check-in. Clearly, some longtime posters don't read AutoEurope's fine print.</i>
Rereading mikeodyssey´s original post will illustrate that he did just that. But whether AE recommends asking for a translation or not, an English version or a Chinese version of any French contract is not going to be available to anyone who asks for it. Some of these rental offices are very small and minimally staffed.
Booking through a broker such as Autoeurope can preclude many of these problems as they make themselves relatively easy to contact in the event of a concern at pickup.
Rereading mikeodyssey´s original post will illustrate that he did just that. But whether AE recommends asking for a translation or not, an English version or a Chinese version of any French contract is not going to be available to anyone who asks for it. Some of these rental offices are very small and minimally staffed.
Booking through a broker such as Autoeurope can preclude many of these problems as they make themselves relatively easy to contact in the event of a concern at pickup.
Feb 22nd, 2016, 02:20 PM
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I don't understand why it seems impossible to so many of you that a multinational corporation could have English language contracts available in even its smallest franchisee offices. If they had versions in, say, English, French and Spanish, that would cover the vast majority of travelers, surely.
<Do you have any idea what translation costs are, anywhere in the world?> This is an utterly ridiculous and irrelevant question. We're talking about Budget (or Avis or Hertz), not some village mom and pop.
<Do you have any idea what translation costs are, anywhere in the world?> This is an utterly ridiculous and irrelevant question. We're talking about Budget (or Avis or Hertz), not some village mom and pop.
