When is fraud, not fraud? [Car rental charges after return]

[nutwood]

I have also been a victim of an unexplained higher charge than what was expected, but it had nothing to do with extra mileage, damage, or anything else for that matter. I have only ever rented a car twice in my life.

Brief history: Became Velocity Gold status, linked up with a major car rental company, automatically got elevated a couple of status levels with them, planned a holiday months in advance, selected a car, was given a free upgrade when we picked it up, received an invoice receipt a few days after getting back home for the same amount as the original quote.

Second time, still at the same status level I planned another holiday well in advance, selected a car, was given a free upgrade when we picked it up, received an invoice receipt a few days after getting back home for a higher amount than what was quoted, by about 10%. No explanation. I sent an email via their website and was refunded the difference a couple of weeks later, but again, with no explanation.

I'm still confused why I was charged more. Even by the invoice I was under the km allowance and I returned the car full of fuel, there was no (additional) damage, and it was returned on time. I assumed it was because of the "free" upgrade, but I had already had a precedent set in place, and the car had the same category code as what I had originally chosen. Those factors formed the basis of my argument in the email.

Although I was successful in being refunded the difference, it sucks that the onus is on the customer to chase it up.

And if you had not noticed, I am quite sure the car companies internal auditing would not have picked it up either. So, twelve months down the track, looking back over your paper-work, you do notice. You approach your local consumer protection agency who'd probably tell you it was too long ago, but if you did get them interested and had good paper-work, what chance do you think there'd be that the car company would suffer any penalty? Worst case scenario for them would be having to refund your money and there'd be a good chance they'd wriggle out of that.

 

[Deleted member 29185]

I was diligently reading these posts, but the thread started to go around in circles so I've skipped straight to the end.

My opinion is that various scams have been rife in the rental car market for years and continue to this day, despite some high level dents to their scamming activities. Whilst we are currently identifying rental cars, there our other examples of inherent scamming in Australia (transport industry price fixing, Colgate Palmolive, Flight Centres and just recently, 7/11 petrol stations scamming foreign workers as examples). To suggest this doesn't, or can't happen in Australia is simply incorrect. Even Qantas pleaded guilty to price fixing.

Franchisees do talk and although I believe there are many legitimate, legal and honest franchisees, I also firmly believe there are many dodgy operators who perhaps may not directly instruct employees to be dishonest, but will IMHO be very happy with employees when "mistakes" happen in their favour.

Europcar is a classic example. There have been so, so many episodes of these "mistakes", that it has raised the concerns of the ACCC and they have been successful in bringing the Franchisor to heel through the courts with regard to unfair contract conditions. Personally, I have had so many attempted "errors" by Europcar CNS, that I can only be left with the personal opinion that they are either one of the most useless bunch of clowns to attempt to run a business, or their "errors" are deliberate and intentional. Regardless of which ever is the truth, there is no way I could ever conscionably recommend anyone use them and I have also ceased to have anything to do with them myself.

Europcar in ROK on the other hand, I have always found to be spot on and a real pleasure to deal with so I tend to believe it is the franchisee at fault. Employees do make mistakes and even my chosen current mob (Avis) tried to diddle me some fuel once. I noticed the 3/4 full tank just after I drove out of PPP and stopped and phoned their Airlie Beach office. They apologised and informed me their staffer had driven the vehicle from Airlie to PPP for me and must have "forgotten" to top it up before giving it to me. I can't exactly remember the details but they told me to return the vehicle with only 3/4 of a tank and then they also deducted the approx. cost of the fuel from the rental, or something like that. Effectively, they owned up to their mistake, they apologised for my inconvenience and then they also offered me a financial compensation for my troubles. That was more what a professional company will do to resolve a genuine staff error and it was an indication to me that at least Avis Airlie can be trusted to do the right thing when confronted with a problem.

Like the OP I have never received an apology for the many errors that Europcar Cairns attempted to perpetrate against me. I just did a Google search on Europcar Reviews and this popped up. Sort of says it all I think. Any company that lets feedback like this continue without addressing the systemic failures of their franchisees, is not a company I wish to deal with ...

 

[Deleted member 62084]

One needs to appreciate that most online reviews will always be negative; those that have had a positive experience will more than likely just get on with their lives. I would still rate Europcar as OK, despite my last experience with them. I will still use them next time due to my membership gained with them thru my Velocity status.

For someone who was totally inexperienced with renting cars until early last year I found the total experience easy, seamless, and non-intrusive. I never even had to sign my name. Pickup at Hobart city, drop off at Lonny airport; the second time was the exact reverse.

I need to clarify my previous post. When we picked up the car recently and studied the paperwork later that day, it was then that we noticed the discrepancy in the invoice amount, but it was not until we had returned home a week later that I could compare it to the original quote to make sure.

 

[Deleted member 29185]

I would still rate Europcar as OK, despite my last experience with them. I will still use them next time due to my membership gained with them thru my Velocity status.

For someone who was totally inexperienced with renting cars until early last year I found the total experience easy

Hopefully that experience will continue for you. I gained my Europcar VIP status through rentals and I've been a frequent vehicle renter for many more years than I care to remember and my experience suggests to me you will end up disappointed. I hope not though.

 

[kevrosmith]

If you’re using the company whose name starts with T, watch out for this one: the quote you get online clearly states total price inclusive of GST. The paperwork you get in office adds GST again, so you pay higher than the original quote. It took me a couple hires to work out why the price always ended up higher until I did some sums and finally worked out what was going on. Every time I queried the higher price, the staff, while not exactly stating they knew what the issue was, simply made a credit of difference back to my card. The skeptic in me wonders whether they know what’s going on and they’re making an extra 10% revenue above the original quotes all round. Not too many would notice the difference.

 

[TomVexille]

If you’re using the company whose name starts with T, watch out for this one: the quote you get online clearly states total price inclusive of GST. The paperwork you get in office adds GST again, so you pay higher than the original quote. It took me a couple hires to work out why the price always ended up higher until I did some sums and finally worked out what was going on. Every time I queried the higher price, the staff, while not exactly stating they knew what the issue was, simply made a credit of difference back to my card. The skeptic in me wonders whether they know what’s going on and they’re making an extra 10% revenue above the original quotes all round. Not too many would notice the difference.

Also when they try and add the extra driver fee when it's free for Auto Club members

 

[nutwood]

My most recent has been the usual fuel charges. Back in February, I hired a new Commodore from Budget. I noted when I left that the fuel gauge very quickly dropped so figured last renter hadn't filled it . I only went 64 kms but was careful before I returned it to ensure I filled it to the brim. I possibly tried too hard because I had it over flowing.
Surprise, surprise; when my e.mailed receipt for the car turned up, I'd been charged for fuel. I immediately fired off an objection to this, offering to produce a receipt for the fill. Reply turned up last week, refunding money. No apology or explanation offered. Looking back, I noticed that another rental, the previous week, had also had a $25 fuel charge added, even though I always fill before returning. Presumably, I now need to object to this one and wait five months before they decide to return money taken?
I can't view it as anything less than fraud. Money is taken from your credit card over and above the agreed rental fee. Permission is not sought for this. The only disclosure is in an e.mail attachment via a complex statement. If you notice the extra charge, they may refund you, sometime in the next six months. No penalty is applied for taking funds they are not entitled to.

 

[blackcat20]

My most recent has been the usual fuel charges. Back in February, I hired a new Commodore from Budget. I noted when I left that the fuel gauge very quickly dropped so figured last renter hadn't filled it . I only went 64 kms but was careful before I returned it to ensure I filled it to the brim. I possibly tried too hard because I had it over flowing.
Surprise, surprise; when my e.mailed receipt for the car turned up, I'd been charged for fuel. I immediately fired off an objection to this, offering to produce a receipt for the fill. Reply turned up last week, refunding money. No apology or explanation offered. Looking back, I noticed that another rental, the previous week, had also had a $25 fuel charge added, even though I always fill before returning. Presumably, I now need to object to this one and wait five months before they decide to return money taken?
I can't view it as anything less than fraud. Money is taken from your credit card over and above the agreed rental fee. Permission is not sought for this. The only disclosure is in an e.mail attachment via a complex statement. If you notice the extra charge, they may refund you, sometime in the next six months. No penalty is applied for taking funds they are not entitled to.

We had the same with a recent rental with Hertz. A quick email offering to provide the fuel receipt was sufficient to gain a refund.

 

[DerekG]

I've taken to taking a picture on my return showing the fuel gauge & odometer with the time/date stamp.

Some people even take a video of the car in the rental bay return to prove they left it with no damage.

 

[p--and--t]

What does reception gain for charging your credit card a beer that you didn't have? Unless of course reception/housekeeping were in on the scam and would benefit directly.

I don't know who gains but I'd like 10 bucks for every time a hotel has attempted to charge me for items from the fridge I did not use - could have a nice holiday.

I make a habit now of checking the fridge on arrival and each day after housekeeping has left and ringing down to reception with discrepancies.

 

[clementine6]

Last time I rented a car in Melbourne I picked it up in the city around 830 am, drove to a meeting in Geelong, then drove to Tullamarine where I dropped it off around 3pm. Received bill a few days later claiming I had driven several hundred kms over the daily limit and left the tank empty. As I was in a hurry I had not taken photos, but tank was a round half full at dropoff. More importantly, I was able to point out that had I traveled as many kilometres as they claimed, I would have had to have been traveling at an average speed of 168 km/hour for the entire duration of the rental. It went away, but I get so sick of them trying it on.

 

[docjames]

I don't know who gains but I'd like 10 bucks for every time a hotel has attempted to charge me for items from the fridge I did not use - could have a nice holiday.

I make a habit now of checking the fridge on arrival and each day after housekeeping has left and ringing down to reception with discrepancies.

You can also ask for it to be emptied on arrival (costs essentially the same to order drinks/snacks from room service anyway).

 

[nutwood]

You can also ask for it to be emptied on arrival (costs essentially the same to order drinks/snacks from room service anyway).

That's an interesting tip. There's a couple I stay at where there is so much of their product in there, the fridge is essentially unusable. I usually empty it out into a drawer and re-load when I leave, but I think I'll try your idea next time. I'm paying for a room with a fridge, not a merchandise dispenser!

 

[DerekG]

I usually empty it out into a drawer and re-load when I leave

You have to be careful doing this. Many modern fridges have a sensor under each & every drink & their computer automatically adds it to your bill as soon as the sensor no longer detects the drink.

 

[p--and--t]

You have to be careful doing this. Many modern fridges have a sensor under each & every drink & their computer automatically adds it to your bill as soon as the sensor no longer detects the drink.

Some US hotels have a sensor on the door.

If you open the door to the fridge, an "accessory fee" can be added to your account of up to $40 for having the convenience of a fridge in your room.

 

[DerekG]

Some US hotels have a sensor on the door.

Thanks for telling me!

Next time I'll unplug the fridge before opening the door ............ if I can get to the plug.

 

[albatross710]

How about the vehicle inspection - it's up to the hirer to identify the dents/breaks on the vehicle. I was thinking it would be nice if the renter said here's the ones we've identified already.

My case in point is the Christmas rental return to a small car rental agency and the staff member was immediately able to spot tyre wall damage on the front left wheel. Hmmm...yep, it was there. I pulled out my phone to the series of photos I took when collecting the vehicle and I was able to show them that the wheel was already damaged at pickup. Now I'm wondering how many times they have billed renters for replacing that same tyre.

When collecting rentals (even weekend U-Hire utes, I take about 8 externals pics and one odomter/fuel pic. for pickup and dropoff.

 

[drron]

They just swap the damaged tyre to the next vehicle and get paid again....ana again.

 

[nutwood]

Wonder how hard it would be to create a searchable public database where any observed damage to a hire car is noted, along with the rego and the date?

 

[albatross710]

Wonder how hard it would be to create a searchable public database where any observed damage to a hire car is noted, along with the rego and the date?

very hard i think.