I’m facing some serious issues with my rental car company, and I’m looking for advice. They put me in a car that’s the wrong size for my needs, and I didn’t realize it until my coverage was used up. Now I’ve lost my deductible and ended up being charged for two extra days out-of-pocket.
Initially, I was supposed to get a Kia Forte, but since my girlfriend uses a wheelchair, that wouldn’t have worked well. When my insurance informed me that upgrading to a compact SUV would only increase my rates to $40 per day, I decided to go with it. This upgrade would cover me from February 27th until March 13th, allowing me to pick up the vehicle before work and drop it off early on the 13th, as my car was due for repair on March 14th.
This week, while cooking, my phone accidentally slid onto an induction burner, causing some damage to the screen. I dropped my phone off for repair around 3:30 PM and picked it up later at about 6:45 PM. When I got the phone back, I noticed a missed call and text from Verizon stating that they’d previously contacted me. They said that in order to get my deposit back, I needed to return the rental by the 11th, and that I was out-of-pocket starting the 12th.
It turns out they charged me for a $52 per day vehicle instead of the $40 compact SUV I had requested. When I initially rented the car, I had to get authorization to upgrade from the $32 Kia Forte to the $40 vehicle. How were they able to move me to a car that costs $52 a day without prior notification or authorization from my insurance, especially when I clearly asked for a compact SUV that was advertised at $39.99 per day?
At the time of pickup, the representative didn’t confirm any details about the vehicle’s size, daily rate, or the drop-off date. I assumed I was getting the $40 vehicle because even though I told them I’d be picking it up at 2:00, they said that would be fine. The whole process took almost 40 minutes, which made me late for work.
I have texts with my adjuster documenting our communication, and I’m confident that I specified I wanted a compact SUV when I called to upgrade from the Kia Forte, likely over a recorded line. What steps can I take to resolve this situation?
I’m sorry to hear about the troubles you’ve faced with your rental car situation. It sounds really frustrating, especially considering the specific needs you have with your girlfriend’s wheelchair and the mix-up with your vehicle and costs. Here are a few steps you can take to address the issue:
Document Everything: Gather all communication you have with your insurance adjuster and the rental company. Keep records of texts, emails, or any calls related to the rental agreement, including the discussions about vehicle type and pricing.
Contact the Rental Company: Reach out to the rental company’s customer service or a manager. Explain the situation clearly, highlighting that you were not informed of the change in vehicle size and costs. Present any written communication to support your claims.
Request a Refund for Overcharges: Given that you were expecting a $40 per day charge based on prior discussions, formally request a refund for the difference between the charged $52 and the agreed price. Clearly articulate that you did not authorize any changes to your rental agreement.
Insurance Involvement: Since your insurance initially approved the rental, loop them in on the situation. They may be able to advocate on your behalf or provide you with additional support.
Escalate if Needed: If you don’t receive a satisfactory response from the rental company, consider escalating the issue to higher management or customer relations. You can also file a complaint with the Better Business Bureau (BBB) or your local consumer protection agency.
Check Coverage: Review your insurance policy to ensure you understand your rights and what coverage is applicable in situations like this.
Consider Legal Advice: If you continue to encounter issues, you may want to seek legal advice, especially if you have incurred significant out-of-pocket expenses.
Make sure you stay calm but assertive in all your communications. Good luck, and I hope you can resolve this quickly!