This was the most disappointing car rental experience I've ever had. I have used a specific booking platform for years and had always received dependable service until today. Unfortunately, my recent experience was completely unacceptable, and I want to clarify that my frustration is directed at the rental company, not the booking platform. Earlier today, I reserved a car for 5 days at an incredibly low rate of around $5 a day. Given my long history with the platform, I had high expectations regarding pricing. I opted out of the insurance during the booking, planning to get coverage from the rental company if needed, as I have full coverage through my personal insurance and my credit card covers damages up to $50K. I was looking to rent a specific model, so I felt secure about potential damages.
After making my online payment, I discovered that my assigned rental company was located offsite, about 2-3 miles from the airport, despite my request to pick up at the airport. Before heading there, I called to confirm my reservation and was assured everything was fine. I arrived 15 minutes early and was the only customer, but I was met with a negative attitude from the staff. When I presented my confirmation number, I was told I needed to provide a credit card for a $500 hold. This was unusual; I’ve never faced such a high hold before. I complied and showed my ID and credit card. When I asked about the policy for out-of-state drivers, I learned the hold would drop to $250 for them, which raised more questions. The agent then asked about insurance. I explained that I didn’t want their insurance since I have comprehensive coverage through another provider. To my surprise, the agent said they wouldn’t accept my insurance and I had to buy one of theirs to rent the car. I was taken aback and asked for clarification, but none was given. Additionally, I was told I had to purchase a toll pass from them, even though I already had my own. Their prices were outrageous: $60 per day for unlimited tolls or $25 per toll. I firmly declined, insisting I didn’t need their pass, but the agent insisted I had no choice. Moreover, I was shocked to learn I was limited to 100 miles per day—a restriction I’ve never encountered with any rental car before.
In the end, I chose to cancel my reservation entirely. I retrieved my credit card and ID and made it clear I would not proceed. I left about 30 minutes after my scheduled pickup and immediately called the booking platform. I was informed that the rental company would not issue any refund based on my reservation type, which was completely unacceptable! They essentially tell customers that anyone facing these unreasonable fees loses their payment made through various booking platforms.
As I left, I noticed other frustrated customers arriving with the same complaints. This company is a scam, and I hope the appropriate authorities take action. Their practices are nothing short of theft.
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