When I arrived at Thrifty to pick up my car, the Thrifty representative who 'helped' us attempted to check us out with the mid-level of optional protection/insurance. When I saw the roughly extra $250 being added on to my rental estimate, I asked the representative what it was for. He explained that most people opt for the mid-level of coverage, so he was simply applying that because he thought that is what I would want. I told him that I already had my own car insurance and did not need any additional or optional coverage. He removed that coverage, and again proceeded to check me out with my rental.
This time, again, I stopped him and asked what this unexpected $72.00 charge I was seeing was for. He told me that this was a MANDATORY charge enforced by the State of California which Thrifty was required to charge customers when they declined any additional/optional coverage. It being 1:00am, after a cross-country flight and not having access to the internet to research California law, I shrugged and said that in a state famous for its propositions on the ballot, perhaps this was the case. Long story shot, he lied to me. When my parents arrived in California (for the same family wedding I was attending) and rented their car from Thrifty, I asked them if they had to pay this 'mandatory fee' and they assured me that they did not. They paid their agreed upon daily rate and all applicable taxes (which for me should have been $204.56).
When I returned the vehicle, I spoke with a representative at Thrifty named Evelyn. She told me that it was my responsibility to stop the representative with questions before I completed my check-out. I explained to her that that is EXACTLY what I had done, however, the representative in this instance had provided me with FALSE information. She was unable to assist me, but said that they would 'look into it'. I asked to speak with a manager, but was told that none was on staff at the time.
I did call Thrifty later that day, but after holding for 20 minutes on the phone, I had to board my plane, so I hung up. I did, however, email Thrifty on June 7th, 2009 with the below email - to date, it has gone without response:
"What could have been a seamless experience was made regrettable. After arriving at Thrifty at 1:00am from a cross-country flight, YOUR sales representative attempted to 'check me out' with the mid-level insurance coverage (an additional ~$246 charge). When I saw this, I asked him what it was for. He explained that he put me down for the mid-level coverage, etc. I told him that I had my own personal auto insurance and that I did not need additional coverage. He removed this 'optional' coverages and began to process my rental once again. This time, there was an additional charge of $72.00 on my rental rates. When I asked him what that was for, he told me that the state of California mandates this additional fee; specifically, he stated that this is what California charged to DECLINE additional coverage. Not familiar with California laws and regulations, I trusted your company's representative, only to find out 3 days later that when my parents (who I recommended use Thrifty) rented a car in California, were not lied to and forced to accept additional coverage. Upon returning the vehicle I spoke with the sales representative, Evelyn, and she told me she was powerless to help me and that I should call the customer service number. I did so, waited on hold for 20 minutes and then hung up. Please be aware, that unless I am refunded in full for these charges, I will be filing a formal complaint with the Better Business Bureau, Disputing any charges with my credit card, and taking any further measures as are permissible to report your false and deceptive trade practices to the State of California. I fully anticipate that you will have a representative contact me upon reviewing the above - XXX.XXX.3873."
After having my credit card approve my disputed charge, they just contacted me, weeks later and told me that the charge was being reversed in favor of Thrifty because I had signed and therefore authorized the additional coverage. I maintain that I was provided intentionally false information by the representative at Thrifty. Clearly from the postings on this site, I am not alone here. |
Date
638 days ago by Sam K 
505 days ago by Chao 
