When you rent a car, all you really want are the keys to your car and reliable directions, thanks very much. No surprises.
But a surprise is exactly what Theresa Speake says she got when she rented a car in Cancun, Mexico, recently.
She’d made her reservation through Rentalcars.com, and had confirmed a two-week rental for a Chevrolet Aveo. She read the confirmation carefully. “There was no statement that I would be required to have additional liability or collision insurance,” remembers Speake, who works for a nonprofit organization in Alexandria, Va.
When she landed in Cancun, a representative for the car rental company told her she couldn’t have the wheels without paying another $466 for insurance. She reluctantly bought coverage from Dollar Rent a Car, hoping to fight the charges when she returned home. But despite her protests, the bill stuck.
Surprises happen all the time, and not all of them are bad ones. Sometimes, car rental companies do nice things for their customers. But sometimes they don’t. Avoiding a surprise at the counter requires understanding the real purpose of a car rental counter. And also knowing what to look for.
The insurance upsell is one of the oldest tricks in the book. Insurance is mandatory in Mexico, but it’s also required to be included in the rental rate. So Speake was just on the other end of an enthusiastic sales pitch. I asked Dollar about her charges and it agreed to refund her $466.
Some surprises are welcome, like the one Ross Tavendale got when he rented a car in Barcelona, Spain, through Europcar recently. A representative noted that he was a frequent renter and offered him a one-class upgrade without charging him extra. Tavendale considered it a “random act of kindness.”
“To this day, I still can’t believe that it happened,” says Tavendale, a web consultant based in Edinburgh, Scotland. “Needless to say, I’ll be using that rental company every time.”
But many surprises aren’t welcome. Among them: Some locations don’t accept debit cards. If you’re not sure, ask. Many popular car rental locations run out of vehicles and will either make you wait hours for a car in your vehicle class to be returned or try to talk you into paying for an “upgrade.” And perhaps the worst surprise of all: Discovering there’s no rental for you and no hope that you’ll get one.
That’s what happened to Joan Fradella when she reserved a Dodge Charger at JFK airport in New York recently.
“We needed the large car for four passengers and lots of luggage,” says Fradella, a family mediator based in Lake Worth, Fla. “We heard the agent offer someone ahead of us a Charger, and joked that he got ours. When it was our turn, we found out he had.”
The only remaining car was a Mini. Fradella found a replacement at another agency.
What’s happening behind the scenes? Car rental companies sometimes see the counter as more of a sales opportunity than an opportunity to service their customer. Experts say they’re trained to “upsell” you on expensive insurance, extras and upgrades in an effort to make their rentals more profitable. Add it all up and the overall experience could very well be a surprise — and not a good one.