We have purchased through the economt cer rentals website a car rental and car insurance (order 3586200). We chose to insure the car through the website since you claim "We deal honestly to earn Trust! We are the most reliable online car rental company in the web!"
The car insurance we purchased is the "zero excess", the one that states " With this package you are FULLY PROTECTED".
While getting the car out of the parking area, we hit a pillar behind the car. Economy Car rentals claimed that the insurance is provided by the local rental provider. In the local provider terms the damaged caused in parking area is not covered.
The only place where we found the reference in their website about a local provider was under optional items.
"Optional Items and Fees
Optional insurances/ options purchased locally are controlled by the local rental provider."
Since Economy car rentals accepted our money, it only stands to reason that they are our car insurers. NO WHERE was it stated that the local provider will be our insurer.
Furthermore, the local agency specifically offered us to purchase their insurance with the claim that the insurance we have is through Economy car rentals, and therefore any damages will require us to pay local provider, and be refunded by Economy Car Rentals.
I emphasize that we had no way to know in advance that the insurance we paid to Economy Car Rentals for is actually offered by someone else.
When we payed for the insurance (well before arriving to the local agency), there was no information provided to explain that the insurance does no cover damages done in a parking area.
Since Economy Car Rentals have accepted the money, they are accountable by law to meet the terms they have offered on their website.
The claim that it is the local agency issue is unacceptable, since we have paid the advance for this service which was to be provided by Economy Car Rentals, long before arriving to the agency.
Moreover, it is unreasonable to claim that we have signed a contract that excludes damages done in a parking area for two reasons:
1) Information provided to us both by the website and by the local provider led us to the understanding we already had insurance coverage without that exclusion and so, the terms of their contract for their insurance were not relevant to us.
2) It is unreasonable to receive the terms of a deal you already purchased several weeks before only when you pick up the car. We already paid Economy Car Rentals 35 euro and it is not reasonable to expect us to cancel the deal on the spot and start looking for another car after we received their contract . Especially when we are sure that Economy Car Rentals are the insurance provider and in their website we didn't find this exclusion.
We were misled by the website and the local provider to believe that Economy Car Rentals are the insurance provider.
The exclusion of damage in the parking area (which is absurd by itself, because the accident was our fault. My husband was driving the car when it happened. This is exactly why we purchased the insurance - to be protected in case of accidents) does not appear on Economy Car Rentals website.
I wrote to the claim department many times and they don't even answer to my mails!!!
This service is a DISGRACE!
I expect Economy Car Rentals to stand behind their statements and be honest and reliable as they claim to be.
I purchased the insurance from their website believing their statements and now I see that they are definitely like many others.
Being the face of this service, I expect Economy Car Rentals to be accountable for the situation formed and refund us the money we paid for the car damage.