Asked by
bcondon
on 4th February 2014
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I rented a car in Las Vegas for 10 days last December (2013). On my reservation voucher it stated the all insurance and local taxes were paid. When collecting the car I was informed that no insurance or taxes were indicated on the booking made by RentalCars.com and to be allowed to leave with the rental car I have to pay both insurance and local taxes which amounted to nearly $800. I have requested a refund from the company, but now 28 days later (this is the time I was informed it would take to answer my query) I have had no response. What action should I take?
Answers (34)
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OzgurKaracaKiev
Written on: 05/02/2014
Never use this company. I had lots of problems and they never help.
I got my refunds through my bank in one case, and in the other case from the renting company directly.
This company must be closed as soon as possible.
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GwenWatkins
Written on: 05/02/2014
I would write a polite but firm letter with a time deadline that indicates that if it does not refund you, you will litigate and inform all users through social media - I suspect that this is a local dealer attempting a scheme
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roly16
Written on: 05/02/2014
If you haven't already done so I would write to their managing director by recorded delivery requesting a refund attaching a copy of all the documentary evidence. If you still don't get a reply I would do the same again stating that if this isn't forthcoming within 28 days you will issue a county court summons.
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Tadekl
Written on: 05/02/2014
I also had problems renting cars from Las Vegas Airport. It seems that the rental companies at that location have their own rules.
You did not make it clear as to whom you made a request to, regarding the refund! If it was to the actual rental car company, you will be lucky to get a reply first time round.
I suggest that you contact Rentalcars.com and put in a complaint, as they are the brokers.
In my experiance, they get back straight away and do a very good job in resolving the issue.
May I suggest that next time this happens, call the company which you arranged the car hire through (normally it's a freephone number)and resolve the problem whilst you are at the car rental desk.
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brianded
Written on: 05/02/2014
Keep on at them for another couple of weeks - try phone / e-mail / letter - they may get fed up and settle. If you paid by credit card for the reservation, talk to them about Section 75 liability. If no luck there consider the Small Claims Court (think that's what it's called) which is relatively cheap and supposedly quick.
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Chashatt
Written on: 05/02/2014
We have used this company several times and found them both helpful and fair. I suggest you telephone them and actually speak to somebody.
Just had a car in USA from Dollar at Tampa airport via them and absolutely no issues. Had one incident in Italy Malpensa where the local Italians were trying to make extra money by insisting we paid extra for a tank of fuel we had already had included in our rental. Reantalcars refunded me the value but it did take a couple of months as waiting to the 28 days soon adds up. Just keep at them and you will get a result. HOWEVER be sure to have your paperwork in order that proves that the Insurance & Local taxes were included. Additionally you should always have those bit of paper with you when collecting the vehicle.
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TheFlyFifer
Written on: 05/02/2014
I have used this company several times over a four year period, although my bookings have always been in UK and Europe. I have never experienced this problem, and I suspect that the US company has made the mistake, not RentalCars.I have nothing but praise for them, having always found them to be friendly and helpful.
It is easy to offer advice after the event, but I would have stood my ground when picking the car up and would have insisted that they check the booking. A phone call at the time may well have prevented the problem. There may have been a disclaimer or other fine print that you missed, but $800 does seem excessive.
The delay is probably due to them having to deal with a third party, who may not be co-operating. I would give them the chance to sort it out. I believe that they are part of the Priceline group,and would be unlikely to let you down. Good luck!
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Mapworld
Written on: 05/02/2014
I have used RentalCars formally CarHire3000 for many years in both the UK and the US without any problems. The only thing I ever have to worry about is whether to return the car full or empty.
I sympathise with you but did you read the contract as I have never known RentalCard to rip you off.
A sensible conversation with RentalCars may help you resolve.
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dmez
Written on: 05/02/2014
I have booked with Rentalcars.com several times and in each case the taxes and insurance were always included in the rate. I have never had any problem with Rental Cars.com, though I have had issues with one of the rental car companies, Dollar. Is the response you are waiting for from RentalCars.com?
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DonDino
Written on: 05/02/2014
RentalCars.com, as far as I know, always books cars with all taxes and insurance included. This extra money request is a problem with the local supplier and RentalCars.com had better take it up with them as they are not helping with their reputation.
How did you contact RentalCars.com to claim your refund? Why have you waited 28 days instead of chasing it up?
The amount of $800 sounds to me like the insurance excess which is always authorised on the customer's credit card to cover the insurance excess (which is usually NOT covered by RentalCars.com unless you chose a specific deal that included Full ZERO Excess). This authorisation is refunded by the local supplier once you return the car in the same condition you got it. Are you sure this is not what it was?
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philjcoates
Written on: 05/02/2014
I've used the company in several different countries and have always been amazed at the good service and great value. I wonder what went wrong for you. I suspect the company in Vegas were the problem. Either way.... rentalcars have a 24 hour phone line. Emails aren't always reliably delivered. Call them up. See what they say.
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nickallbeury
Written on: 05/02/2014
Firstly I must say it was ridiculous to pay $800 to the agency. I would have demanded to speak to the proprietor and if that didn't work I would have rang RentalCars.com - their number is on the reservation voucher. That should have done the trick there and then; the agency wouldn't have pushed their luck any further. They get a commission on additional insurance.
Anyway you should now write a recorded delivery letter to the Las Vegas agency demanding your money back or else you'll take legal action. Tell them also you're writing to your local consumer protection authority. Secondly write to RentalCars informing them of the problem and tell them to support you and ask them also to contact the agency; stating that you will take legal action against both firms if they don't refund the money.
Also I'd take my copy of the voucher to your local citizens advice centre plus consumer protection office and ask them to confirm that you are within your rights and see if they can bring added pressure against the agency. If you paid by credit card you may find its recoverable thro' the credit card company - write to them also with card details and payment details.
The agency in Las Vegas are the culprits and should be showered with complaints to stop their employees carrying out these sharp practices on unsuspecting clients.
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PatrickTucker
Written on: 05/02/2014
Let me add to the tsunami of criticism about Rentalcars.com - they are a terrible firm, as the large number of people who now state they will never use them again shows. I found their main office obstructive, and intent on taking as much money as possible from you, and refusing to consider any refund however justified, relying on their "small print" to get out of any argument.
Be as brutal with them as you dare - but I fear you will end up (like me) reduced to complaining about them on various websites.
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FatTaff
Written on: 05/02/2014
I have used Rentalcars.com many, many times and only once had a problem with extra charges at the hire depot. Their agents are on commission and will try to stitch you into extra insurance and upgrades every time. It took a long time to get a refund as the car rental company took a very long time to respond and agree a refund. Keep contacting Rentalcars.com and don't give up. Best of luck.
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puertouk
Written on: 05/02/2014
Did you pay with your credit card? If you did, get in touch with them, as they might be able to assist you. Next, get in touch with Citizens Advice, which I did. Tell them you have waited for the period of 28 days, which rentalcars.com stated they would get back to you. They did the same with me. Wait for the reply from Citizens Advice. If they come back and say you should get a refund and that you are within your rights to take them to the small claims court, copy their reply and paste it into your E-mail to rentalcars.com. Tell them that you have waited the 28 days, as they quoted for them to get back to you and that you have been in touch with Citizens Advice and they have informed you of your rights over the matter and you have included a copy of their reply underneath for them to read. This is what I did and I received a refund shortly after. They do not want taking to court, as it will cost them far more, especially if they loose the case. Hope this helps.
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JacquieQ
Written on: 05/02/2014
Just keep on writing/emailing them and make sure they know that you are not going to give in without a fight. If you have written confirmations that those costs were included try sending them a copy and see what happens. Good luck
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kmilovm
Written on: 05/02/2014
I Really want to help you, but In my case I had nothing to do, this company is registered on manchester GB, and I was trying to ask them for refund and they only tell me that they cannot refund me because It was explicitly described on they terms and conditions. if you figure out about what to do, please tell me because I've give that money for lost on my case...
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Bomabri
Written on: 05/02/2014
If you paid by card it should be easy to check your statement and see how much they deducted, or froze in your account. I would get back to them again by email then you have proof of your communication and ask them again, if they did deduct it. Sometimes they don't deduct but just freeze part of your available money, so check that too. Hope you come right.
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Zuzazu
Written on: 05/02/2014
I have made 3 bookings with RentalCars.com in the last 3 months. When I was in South Africa I had a problem, where the agency couldn't give me a child seat. I phoned the UK office of RentalCars.com and explained the situation, and they issued me with a refund immediately, which reflected in my bank account within a few weeks. They are always highly professional IMO, and if you call them they should sort it out straight away. Their Manchester-based Uk number is hard to find. Good luck!
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Scotianic
Written on: 05/02/2014
I had a slightly similar problem in that after I had returned the car the rental company charged my credit card for an additional amount, though not very great. I wrote to RentalCars to ask why, since they had assured me upon making the booking that there would be no extra charge. Within a fortnight the charge was reversed. On a previous occasion in London my booking, also through RentalCars, included a free additional driver, but afterwards I saw that the rental company charged for that. After questioning it they refunded my credit card said amount and offered me a 10% reduction on my next rental. So I feel that you should persist in your request for reimbursement.
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Erin01
Written on: 05/02/2014
I agree with other answers - write to Rentalcars and request a refund, enclosing copies of all relevant documents, and give them a reasonable time to reply. If you don't get anywhere then claim in small claims court. For help contact Cits Advice Consumer service.
In future consider taking out your own worldwide Excess insurance for about £40! And mine covers for all the family driving. Just google it or go to moneysupermarket. We had this when we rented from rentalcars in Ireland and Cyprus and saved about £20 per day. Just for the record, when I had to alter my booking with rentalcars they sorted everything very quickly and couldn't have been more helpful. Good luck!
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MichaelandChristine
Written on: 05/02/2014
I have only had a similar problem in South Africa. It seems there is a new rule with insurance (world wide??) all about the excess that we are liable for. I was asked for approx $2000 deposit for a rental, but after arguing had to pay approx£600. Which is still a large amount as this is on top of the normal deposit. This can be easily overcome by taking out a yearly world wide insurance cover at competitive rates although this particular rental company (Budget) over here would not accept this insurance. After complaining to management and spending too much time there getting nowhere, I complained in writing on return to their head office. Eventually I was refunded all me rental costs. By the way, I am not a hot rod but a normal 59 year old male with a perfect driving record. Hope this helps.
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Ferylcat
Written on: 05/02/2014
Unfortunately, I have born the brunt of using this website and will make sure that I never will again !! If anything , I've learned to deal with the actual car hire company and NOT a middle man who can't or is unwilling to help you.
You have a written instruction - you can try and refer this to a specific Ombudsman who will review the case on your behalf. Keep all documents pertaining to your agreement and hope for the best !!
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libmum43
Written on: 05/02/2014
We gave up on Rental Cars at the end of it. At no point did they explain that we would be faced with extra charges when we got to reservations desk. They passed the buck to Goldcar (an even more disreputable company). We put it down to a bad experience but do my best to warn others to avoid
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Mauricecarter
Written on: 05/02/2014
Apart from commiserating with you and also suffering invalid information, I don't think there's much can be done except writing a strongly negative review. In my case the money wasn't that much, but I would indicate to the company you will do everything to publicise the case.
Like others I wouldn't use them again and the hire company used, Hertz, indicated they would have been as cheap if I'd made a direct phone call to them.
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nobby2650
Written on: 05/02/2014
The same thing happened to me in Denver there appears very little you can do,nobody seems to want to help.
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wehseuk
Written on: 05/02/2014
Can't help directly with this as the car we hired was in the UK. Different contracts and laws. However, all I can say is that all went well with the hire and no problems with the pre-paid insurance. In fact everything went very smoothly and the "extras" promised were no problems.
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seamarshal
Written on: 06/02/2014
There are two things you can do:
1) If paying my credit card inform the card company of what occurred. You will have to submit your confirmation of the rental car showing that taxes and insurance were included and your receipt showing that you had to pay for these charges with your credit card. You will need to fax, mail, or e-mail this information to the card company. The card company will delay payment to the car company or subtract the payment from future card charges to the rental company. If the rental company refuses to credit you, the card company, depending on what card you used, will credit you back the amount and may refuse the rental company from using their card in the future.
2) Send the above info to the Better Business Bureau and the State Attorney General's office of Nevada, consumer affairs division. If the rental car company is ripping you off they will investigate and bring charges against the rental company or the company you made the reservation through. One or the other may be barred from doing business in Nevada in the future.
Most reputable companies will make good on this since they don't want to loose future business from you or others when this is publicized.
Hope this helps. Good luck!
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Mrsdavesmum
Written on: 09/02/2014
We also booked a car through them and paid insurance etc. up front. We had quite an argument with the people at the desk in Malaga, Spain, as they wanted to charge us again, though we did get the car. We returned to the UK on 3 October, and on 30 Oct a payment was taken from my account by AVIS in Malaga. I emailed Avis (who had supplied the car through Rentalcars) attaching copies of all receipts and requesting both an acknowledgement to my email, and of course a refund. They acknowledged pretty much straight away, but the money wasn't actually refunded until 18 December. That was quite a while to wait, but there was no disagreement that it was owed. I would contact them again to ensure they have received your query and to see where they are with a reply before you consider your next step.
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hayleyy
Written on: 09/02/2014
We had no issues with them. I printed all my correspondence with them before I arrived to pick up the car so that if there were any issues I had it in black and white. Everything was exactly as I had ordered. Prior to picking up the car I changed the vehicle type and everything was smooth and easy.
Not sure what you do now. Other than keep harassing them?
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choy_ck
Written on: 02/04/2014
Quite similar to the experience I had recently in Jan 2014. You might want to read my posting/review on how to get a refund for the extra insurance paid. Nonetheless my advise to you is not to do any car rental booking in advance. Did you not notice that the whole car park is full of cars waiting for people to hire. ... so why book in advance and take the risk.
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rl1988
Written on: 04/04/2014
Never use rentalcars!
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puertouk
Written on: 04/04/2014
Tell them that unless they settle this matter within 7 working days you will take them to the small claims court. Easy!
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VM-1602
Written on: 23/04/2014
Small claims court
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