Hidden issues of car hire, Excess Protection Insurance

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Guest's review of Carrentals.co.uk


“Hidden issues of car hire, Excess Protection Insurance”

Written on: 17/09/2013

The rating of one star only is attributed due to the promotion Carrentals apply to the selling of
Excess Protection Insurance. This insurance may well work and be appropriate for some car rental companies but for Goldstar based in Alicante airport Spain, the voucher for this prepaid insurance in the UK was looked on as invalid and the pressure to buy Goldstar Insurance was pushed quite aggressively. The ' peace of mind' this pre paid insurance was meant to provide was obliterated as the agent for Goldstar informed us that such insurance could not be valid by any company without an interest in the car. Although aware that we had purchased a ''reimbursement' insurance we were left in doubt that given the event of a breakdown or accident we would have been left high and dry without roadside help. After queuing in the airport for over an hour and a half get to the Goldstar desk to collect the car , we were not in a position to want to engage in any practice that might compromise our enjoyment of the holiday so purchased a Goldstar Excess Insurance at a further cost of 37.50 euros, this leaving us £34.92 out of pocket (cost of questor reimbursement insurance purchased through Carrentals).

Further it is important to note that Goldstar rental company at Alicante airport Spain charge for a full tank of fuel, if you are considering a short rental period like us most of this amount of fuel will be handed back to Goldstar to sell on again. In addition without discussion we were given a larger diesel car at more expense, an unrequested upgrade. Finally the car hadn't been cleaned inside or out from it's previous rental.

This review is intended to alert customers to the hidden issues that are presented when hiring a car. I would like Carrentals to know more about the companies they are promoting and provide that information to their customers. it is worth noting that The waiting queue in the airport to get to the Goldstar car rental desk was far in excess of the hour an a half we waited for the people behind us. I would estimate that some people were there double that amount of time. Information of the possibility of long waiting times should be of concern to Carrentals and advice on such be passed on to its customers.

  • 9/09/13

    Date of hire (month/year)

  • Alicante Spain

    Country & City of hire

  • Average

    Condition of vehicle

  • Customer Service

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Carrentals01's Comment

Written on: 17/09/2013

Hi there,

I would firstly like to thank you for taking the time to review our company.

We are very sorry to hear that you are not happy with your car rental experience and we would like to apologise for any inconvenience this caused you.

As you will have seen at the time of making your booking, the insurance T&C's state that it is standard practice for companies to ask you to leave a security deposit in the form of a credit card swipe when collecting your vehicle. This is to protect the excess which you are liable for on the insurance of the hire car (and any other items) that the local supplier will need covered. The amount that you will be asked to leave by the local supplier is normally displayed either in the T&C's before you make your booking and/or on the rental voucher.

When you purchase an excess insurance protection policy from a company other than the rental desk, the rental company will insist on this deposit being left. As the local supplier advised you, this policy covers you as the named driver and not the suppliers vehicle. This is why you are still required to provide the excess deposit. As you will know from reading the information provided with this policy at the time of booking, in the event of an accident you would have had to pay the excess amount to the rental company when returning the car and claim it back from your insurance provider when you returned from your trip.

The rental company place a hold of the excess amount on your credit card for the duration of the rental to ensure they will be paid for the excess in the event of an accident. This is the only way that the supplier can guarantee the excess will be paid. Once the car is returned undamaged, they should release this hold on your funds.

If you are not willing to leave the deposit or do not have sufficient funds on your credit card to cover this deposit, the only option you have is to purchase the suppliers own excess insurance policy on collection of the vehicle.

As mentioned above, all information on what this excess policy is, what cover it provides and what you needed to do when collecting your vehicle was provided on the booking form at the time of booking under the excess insurance's own T&C's and on the "More information" link next to the policy so that customers know what to expect.

With regards to the fuel policy on your rental agreement, this information is shown in the T&C’s provided on the booking form. All customers are required to tick a box indicating that they have read and agreed to these and this is our way of ensuring our customers have read and understood all the information provided. There are various types of fuel policies available at the time of booking and customers are advised to compare several suppliers to find the best fuel policy that will suit their trip, we normally find that a "pick up full return full" option is the most suitable as you will only pay for what you use.

You mention you were given a vehicle which was not the type you asked for and at a higher expense. Please may we ask you to email our customer support team via the contact us page found on our site and we will be happy to talk to the supplier about this for you as you should not have been charged extra for an upgrade you did not ask for or want.

Once again, we would like to thank you for your feedback and apologise for any inconvenience this experience caused you, we do hope this experience does not deter you from using Carrentals to find your future car hire.

Kind regards,


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