One Traveler's Opinion: The Fine Art of Car Rental Extortion
Oct 20th, 2005, 07:31 AM
#21
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Interesting thread. Our son completed a management training program with one of the agencies mentioned above. He was so disgusted with the upsell pressure that he was required to impose on customers that he resigned when he completed the training and never looked back. He felt he definitely was taking advantage of customers who had no idea about the tatics involved. He felt especially bad about the customers who obviously couldn't afford to own a car and were renting one due to a necessity such as a family emergency.
Oct 20th, 2005, 08:07 AM
#22
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I was was assigned to Enterprise while my car was being repaired.
The clerk engaged me in a conversation when I picked up the car.
When I returned it I was charged for a ding in the right front fender.
I knew that I hadn't done it because I hadn't driven that much and knew exactly where I had been.
I was charged $250. I had notified my insurance as soon as the ding was noticed.
My company sent out an adjuster to examine the car
A month later the $250 was removed from my Credit card. I'm sure that my insurance company "leaned" on them"
The clerk engaged me in a conversation when I picked up the car.
When I returned it I was charged for a ding in the right front fender.
I knew that I hadn't done it because I hadn't driven that much and knew exactly where I had been.
I was charged $250. I had notified my insurance as soon as the ding was noticed.
My company sent out an adjuster to examine the car
A month later the $250 was removed from my Credit card. I'm sure that my insurance company "leaned" on them"
Oct 20th, 2005, 08:37 AM
#23
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Happiness is: opening Fodors to find a brand new One Traveler's Opinion! For me, these are the highlight of this forum and they have been missed.
I think we were a little duped by Enterprise in Oregon. I also did not like that the gas tank was only half full and in trying to return it at the same level, we wound up putting in $10 more than was needed.
Great idea to take photos!
I think we were a little duped by Enterprise in Oregon. I also did not like that the gas tank was only half full and in trying to return it at the same level, we wound up putting in $10 more than was needed.
Great idea to take photos!
Oct 20th, 2005, 08:39 AM
#24
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It doesn't seem to ever be a simple matter to rent a car. I have been involved for over 2 years with a collections/lawsuit situation with Dollar, stemming from a Florida trip in which I was rear-ended. I purchased "Uninsured Motorist Protection" coverage, but that's all.
The person who hit me was in fact uninsured, and therefore I'm fully covered. But the case has been tossed between so many different collections agencies that no one will examine the simple facts of the case: that I DID in fact buy the coverage that protects me in this situation!
It seems that, perhaps, if I had bought the full insurance package it would not have become such a logistical nightmare, but it's hard to say!
The person who hit me was in fact uninsured, and therefore I'm fully covered. But the case has been tossed between so many different collections agencies that no one will examine the simple facts of the case: that I DID in fact buy the coverage that protects me in this situation!
It seems that, perhaps, if I had bought the full insurance package it would not have become such a logistical nightmare, but it's hard to say!
Oct 20th, 2005, 09:33 AM
#25
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Last year, DH rented a car. After waiting in line for 2 hours, he picked up the car from Dollar inside an underground car parking garage. They told him to “inspect” the car. However, it was a dark colored car, parked between two cars in an underground airport parking lot lighted by yellow sodium vapor lights that were interspersed at distant intervals. They wouldn't let him move it. He said it looked ok.
Upon return, he was told he had a ding in the car (1” x 1/16”) that would be charged to us. DH couldn’t even see it unless he looked down the length of the car from the rear to see a slight indentation. He knew it couldn’t have been dinged by him because of where he traveled, parked, etc. and insisted it was there previously.
An agent from Dollar called and said the cost to fix it was just under $500, which was just under our insurance deductible, so if we wanted to pay it outright he wouldn’t contact our insurance company and get it on our record. Given the size of the ding, the price seemed steep. And it seemed like a scam.
Instead, we called our insurance company and they recommended that we get a copy of the repair records for the car. It took a few weeks, but in the end, they dropped the claim.
Upon return, he was told he had a ding in the car (1” x 1/16”) that would be charged to us. DH couldn’t even see it unless he looked down the length of the car from the rear to see a slight indentation. He knew it couldn’t have been dinged by him because of where he traveled, parked, etc. and insisted it was there previously.
An agent from Dollar called and said the cost to fix it was just under $500, which was just under our insurance deductible, so if we wanted to pay it outright he wouldn’t contact our insurance company and get it on our record. Given the size of the ding, the price seemed steep. And it seemed like a scam.
Instead, we called our insurance company and they recommended that we get a copy of the repair records for the car. It took a few weeks, but in the end, they dropped the claim.
Oct 20th, 2005, 09:47 AM
#26
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Betsy, your son's experience is prima facie evidence that the Enterprise class action lawsuit was shrugged off by the industry as a cost of doing business, and that the money to be made by "upselling" dwarfs the inconvenience of having to deal with a few days of bad publicity.
LadyOLeisure, I have a thought as to why some people are targeted and some are not, but it is not an especially comforting one. The people who were in line with me that day in Atlanta had the appearance - at least to my casual appraisal - of being ones who were patronizing Payless because their options were limited. A car from Hertz at $59.95 plus myriad taxes and fees was not an option. As such, if their credit cards have low limits, then the threat that their entire availability could be blocked is an effective one. If one dent could mean thousands of dollars of un-reimbursed charges, then it's better to pay the extortion than to run the risk. For the rental companies that engage in such practices, it is an especially repugnant kind of profiling; preying on the people who can least afford it to sell them $25 per day of "peace of mind" that costs less than $3 to provide. With that, I will get off of my high horse.
April, thank you for your kind words; it is amazing to see all of the 'old timers' who are still around (I assume you are nee 'April444' of long ago).
LadyOLeisure, I have a thought as to why some people are targeted and some are not, but it is not an especially comforting one. The people who were in line with me that day in Atlanta had the appearance - at least to my casual appraisal - of being ones who were patronizing Payless because their options were limited. A car from Hertz at $59.95 plus myriad taxes and fees was not an option. As such, if their credit cards have low limits, then the threat that their entire availability could be blocked is an effective one. If one dent could mean thousands of dollars of un-reimbursed charges, then it's better to pay the extortion than to run the risk. For the rental companies that engage in such practices, it is an especially repugnant kind of profiling; preying on the people who can least afford it to sell them $25 per day of "peace of mind" that costs less than $3 to provide. With that, I will get off of my high horse.
April, thank you for your kind words; it is amazing to see all of the 'old timers' who are still around (I assume you are nee 'April444' of long ago).
Oct 20th, 2005, 10:08 AM
#27
Only twice have we felt the sales pitch was more extortion, and both happened last month. the first was at LAX Alamo. The agent was Brianna and she was as rude and agressive as they come. The second was at Enterprise in Kaneohe (Oahu). The sales girl couldn't have been more than 20 years old, and had a really sweet demeanor, but knew how to strike fear in my heart. I declined everything, but did call my insurance agent a few days later to confirm my coverage!
Oct 20th, 2005, 10:09 AM
#28
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I am starting to think that some of us should "give it back" to those scamming car rental companies. Rent a car, buy the CDW and all the insurance they offer. Then roll the car off a cliff (make sure you get off first 
)! See what they're going to say about that then!
)! See what they're going to say about that then!
Oct 20th, 2005, 10:14 AM
#29
Neal, I love the picture taking!! I always just say no as they start the pitch, not interested. I have never been bullyied, maybe it is the Jersey in me.
I was in Orlando on a family trip and I could overhear an agent bullying this foreign family. They bought the insurance, lock, stock and barrel.
I was in Orlando on a family trip and I could overhear an agent bullying this foreign family. They bought the insurance, lock, stock and barrel.
Oct 20th, 2005, 10:29 AM
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I have only bought the extra coverage twice in the past, once in the winter when I thought there might be a storm brewing where I was traveling to and again when I rented a luxury car, and felt like having the extra peace of mind.
Oct 20th, 2005, 10:38 AM
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I would like to hear from anyone who had an acident or mishap with their rental car and did not have the insurance. Did your personal car insurance cover everything seamlessly with no hassle? Or was it a nightmare?
Also for those who bought the insurance from the renter, did everything go smoothly, or were there hassles?
Also for those who bought the insurance from the renter, did everything go smoothly, or were there hassles?
Oct 20th, 2005, 10:43 AM
#32
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Great thread.
I was once bullied in Maui of all places. I don't remember which agency I was using, but I was clearly told that since I was renting a convertable that I would have to take the insurance as my insurance company would not cover convertables. What a btch, like she had any idea what my policy provides. Well since she was lying I lied back that I was fine since I owned a converbible. She shot me a look a barked at me, what kind of convertable???!! I drive a Saab, and although it's not a converbable, I said a Saab, which is a much nicer car than a Sebring. She mumbled to herself out loud and with a dirty look handed me my keys. At that moment I sure missed the rainy island. I dismissed the interaction because I was on island time. Now I wish I had addressed her ugly tactics to the general manager.
I was once bullied in Maui of all places. I don't remember which agency I was using, but I was clearly told that since I was renting a convertable that I would have to take the insurance as my insurance company would not cover convertables. What a btch, like she had any idea what my policy provides. Well since she was lying I lied back that I was fine since I owned a converbible. She shot me a look a barked at me, what kind of convertable???!! I drive a Saab, and although it's not a converbable, I said a Saab, which is a much nicer car than a Sebring. She mumbled to herself out loud and with a dirty look handed me my keys. At that moment I sure missed the rainy island. I dismissed the interaction because I was on island time. Now I wish I had addressed her ugly tactics to the general manager.
Oct 20th, 2005, 11:56 AM
#33
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Welcome back, Neal....though I'm sorry that first posting in a while is such a downer!
All these horror stories and other tales of woe reinforce my practice of avoiding the bargain car rental agencies. Yes, I know that even some Hertz renters have horror stories, but they seem to occur with far less frequency.
All these horror stories and other tales of woe reinforce my practice of avoiding the bargain car rental agencies. Yes, I know that even some Hertz renters have horror stories, but they seem to occur with far less frequency.
Oct 20th, 2005, 12:47 PM
#34
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Some of these stories sound so familiar! The convertible one I have gotten as well once a few years ago in Tampa. I reserved a full size car just to go from Tampa to Sarasota. While standing there, after declining her insurance policies, she offered a convertible instead for no upgrade charge but said I would HAVE to take the insurance because convertibles weren't convered by normal car policies. I laughed out loud at this ridiculous "upsell" tactic. I asked her if she thought I didnt understand my own insurance policy. Or was she just programmed to gouge me as best she could. She replied very haughtily: convertibles are very special cars and expensive to repair and if you are in an accident in one chances are much higher for personal injury! Now thats a real upsell statement! Again I laughed and responded, I admit, quite rudely, I OWN a convertible dear, when you know what you are talking about I'll rent a car from you. So as I am collecting my purse and walking away she calls out to me that she would have to charge me for the rental anyway as it was reserved. I suggested oh so sweetly that perhaps she needed her job more than she realized and as she had been caught lying perhaps she should just let it go, as I was prepared to do. Red faced she said: Next! With a line up of people in the Tampa airport, not too smart on her part, by now I'm sure everyone in the line knew not to "buy" her insurance stories. I walked away and on I went to the next counter.
I have been told by car rental agents, erroneously, on occasion that my insurance company in Canada would not cover any damage in the event of a US claim. I have each time informed them they are wrong. If they try to insist with the nonsense I have just smiled and asked if they want to rent the car or should I move to the next company counter? That ends it. And I have checked this many times, just to be sure nothing has changed with my policy.
One time in Las Vegas I was told they would put a $10,000 "hold" on my credit card if I didnt take their insurance because I was from out of country! I told them to just try! So yes, I think these high pressure tactics, scaring people, misinforming them etc, are the very sad and horrendous side of the car rental industry. And I too believe they target certain people, in my case anyway, one look at my drivers licence and they think I will buy their "out of country" garbage story. I usually rent from Hertz. I must say the only place that never tries this on me is the local Budget in Florida (not an airport location) just the closest one to our house where I on occasion will rent a car from. They have never said a word when I politely decline, telling them I am covered by my own insurance, thank
you.
And the poster above who spoke of her son not being able to abide by these tactics only reinforces the fact that they do indeed "train" their staff to employ these less than honest practices.
Sherry
I have been told by car rental agents, erroneously, on occasion that my insurance company in Canada would not cover any damage in the event of a US claim. I have each time informed them they are wrong. If they try to insist with the nonsense I have just smiled and asked if they want to rent the car or should I move to the next company counter? That ends it. And I have checked this many times, just to be sure nothing has changed with my policy.
One time in Las Vegas I was told they would put a $10,000 "hold" on my credit card if I didnt take their insurance because I was from out of country! I told them to just try! So yes, I think these high pressure tactics, scaring people, misinforming them etc, are the very sad and horrendous side of the car rental industry. And I too believe they target certain people, in my case anyway, one look at my drivers licence and they think I will buy their "out of country" garbage story. I usually rent from Hertz. I must say the only place that never tries this on me is the local Budget in Florida (not an airport location) just the closest one to our house where I on occasion will rent a car from. They have never said a word when I politely decline, telling them I am covered by my own insurance, thank
you.
And the poster above who spoke of her son not being able to abide by these tactics only reinforces the fact that they do indeed "train" their staff to employ these less than honest practices.
Sherry
Oct 20th, 2005, 01:50 PM
#35
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Emucom, I can give you a bit more detail about the hassle I've been through with Dollar, which is the only experience I can offer.
I did not have car insurance at the time (didn't own a car, but had a non-owner's policy), so I purchased Uninsured Motorist coverage for my 1-day rental. Sure enough, I was rear-ended on my way to return the car to the airport. I got the other party's insurance info, and wasn't too concerned beyond that since it was the other driver's fault.
I was contacted a few weeks later by the subrogation department, who took the 3rd party's insurance info to process the claim with their insurance company. Great! Seemed like it would be no problem. In the meantime, I was getting bill letters from Dollar, but was told by my Dollar rep to ignore them, because they were only a formality and they were processing the claim.
Another few weeks passed, and I received word from the rep that "the 3rd party's insurance has denied the claim, and she can no longer pursue it." No other explanation was given, and by this point the "form letters" had become more threatening and were turned over to a collections agency.
I appealed to my insurance company for help, to see if there was anything at all they could do. By talking with the 3rd party driver's insurance company, they were able to determine that the driver in fact had NO insurance- his policy had been cancelled prior to the accident. Of course they denied the claim!
Because I bought UMP, the accident was completely covered because of the fact that the 3rd party driver was uninsured (the whole point of buying this insurance!!) However, this lack of insurance was never shared with me by Dollar.
Though I have since tried to contact the rep, I get the standard "we can't handle the case anymore, because it's in collection." It has also been passed on to several collections agencies, and I have retained legal counsel in the matter. The collections agency they currently have has tried various tactics, including illegally contacting me (they are to go through my lawyer) and offering to settle with "only 80% of the balance due!"
So, perhaps that gives you some idea...I don't want to suggest that all rental agencies are like this, but I have found that what should have been a relatively simple matter was turned into the bureaucratic nightmare.
I did not have car insurance at the time (didn't own a car, but had a non-owner's policy), so I purchased Uninsured Motorist coverage for my 1-day rental. Sure enough, I was rear-ended on my way to return the car to the airport. I got the other party's insurance info, and wasn't too concerned beyond that since it was the other driver's fault.
I was contacted a few weeks later by the subrogation department, who took the 3rd party's insurance info to process the claim with their insurance company. Great! Seemed like it would be no problem. In the meantime, I was getting bill letters from Dollar, but was told by my Dollar rep to ignore them, because they were only a formality and they were processing the claim.
Another few weeks passed, and I received word from the rep that "the 3rd party's insurance has denied the claim, and she can no longer pursue it." No other explanation was given, and by this point the "form letters" had become more threatening and were turned over to a collections agency.
I appealed to my insurance company for help, to see if there was anything at all they could do. By talking with the 3rd party driver's insurance company, they were able to determine that the driver in fact had NO insurance- his policy had been cancelled prior to the accident. Of course they denied the claim!
Because I bought UMP, the accident was completely covered because of the fact that the 3rd party driver was uninsured (the whole point of buying this insurance!!) However, this lack of insurance was never shared with me by Dollar.
Though I have since tried to contact the rep, I get the standard "we can't handle the case anymore, because it's in collection." It has also been passed on to several collections agencies, and I have retained legal counsel in the matter. The collections agency they currently have has tried various tactics, including illegally contacting me (they are to go through my lawyer) and offering to settle with "only 80% of the balance due!"
So, perhaps that gives you some idea...I don't want to suggest that all rental agencies are like this, but I have found that what should have been a relatively simple matter was turned into the bureaucratic nightmare.
Oct 20th, 2005, 02:20 PM
#36
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Dollar worked me over pretty well one time. I felt they cheated me out of quite a bit of money, but I caved... I guess they can all play dirty pool but I'll not use that company again, even if they have the lowest fare. Thrifty has always treated me well. So far...
Oct 20th, 2005, 02:58 PM
#37
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A few cautionary tales here for a foreign visitor, that's for sure. I wouldn't think that my Australian car insurance policy would be any help, but I guess I should at least ask the question. I'll also be looking carefully at travel insurance options (not to mention taking due note of the names of some of the companies mentioned above).
Oct 20th, 2005, 03:41 PM
#38
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It's been my understanding that any car rental agency will charge you for the loss of use of the vehicle if it's stolen or in an accident. I also don't really want to get my insurance agency involved, I have enough claims on my record right now! 
For these reasons, I will often purchase the cdw so I can just walk away if anything happens, especially in certain locations. In Miami, the drivers are, literally, insane. I come from a big city (Chicago) but have never been so terrified of other drivers as in South Florida. That combined with the high crime rate means that's one place I'll always get the cdw.
For these reasons, I will often purchase the cdw so I can just walk away if anything happens, especially in certain locations. In Miami, the drivers are, literally, insane. I come from a big city (Chicago) but have never been so terrified of other drivers as in South Florida. That combined with the high crime rate means that's one place I'll always get the cdw.
Oct 20th, 2005, 04:51 PM
#39
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Wow - I am SO glad I looked at this thread. We had a big problem with Alamo a few years ago on the Big Island, when they tried to sell us some incredibly expensive insurance and outright lied to us by telling us that our own policy "isn't good in Hawaii." What they didn't know was that our insurance broker happened to be along on the trip; she got on her cel phone, called her own company, and verified the terms of the policy right then and there. She then confronted the Alamo person fairly loudly and publicly. We had determined never again to rent from Alamo and have been able to get a pretty good deal from Avis over the past few years.
We just moved from Toronto to BC and we're going back for a visit around Christmas time, so I started checking car rental websites. Avis is pricy even with our discount code, and Enterprise wanted substantially less. However, after reading this I think we will stick with Avis. I've never had the slightest problem with them.
Thanks, everybody!
We just moved from Toronto to BC and we're going back for a visit around Christmas time, so I started checking car rental websites. Avis is pricy even with our discount code, and Enterprise wanted substantially less. However, after reading this I think we will stick with Avis. I've never had the slightest problem with them.
Thanks, everybody!
Oct 20th, 2005, 07:20 PM
#40
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I rent a lot of vehicles while traveling on business, mostly from Enterprise because of corporate agreements and always decline the coverage.
We were taking a quick weekend trip from LA to Vegas and decided to rent a car for the trip instead of putting the miles on our own. For some unknown reason I decided to take full coverage. Twenty minutes later, I was sideswiped on the freeway, and hit by 3 other cars, totalling the "luxury level" car. I called Enterprise, and they picked me up off the side of the road, took me back to their office and gave me another car. I had a 10 minute conversation with their claims department and have never heard back from them again. Granted, the accident was not my fault, but I thought I would have some kind of hassle.
They have a commercial saying "Enterprise, we'll pick you up".
Every time I hear it, I recall their Manager driving up in time to see the tow truck driver sweeping up the remains of their car and telling me "I'm here to pick you up!"
We were taking a quick weekend trip from LA to Vegas and decided to rent a car for the trip instead of putting the miles on our own. For some unknown reason I decided to take full coverage. Twenty minutes later, I was sideswiped on the freeway, and hit by 3 other cars, totalling the "luxury level" car. I called Enterprise, and they picked me up off the side of the road, took me back to their office and gave me another car. I had a 10 minute conversation with their claims department and have never heard back from them again. Granted, the accident was not my fault, but I thought I would have some kind of hassle.
They have a commercial saying "Enterprise, we'll pick you up".
Every time I hear it, I recall their Manager driving up in time to see the tow truck driver sweeping up the remains of their car and telling me "I'm here to pick you up!"
