Dear travel problem solver: I recently rented a automobile from Sixt through Auto Europe near Lisbon, Portugal. A number of days after I returned the automobile, my bank card was charged an extra $513. I used to be shocked at the quantity. I used to be only expecting transponder fees ($17) and tolls ($20).
The extras were optional insurance. Sixt and Auto Europe said I had signed the contract and was due to this fact accountable for that quantity. I called Sixt customer support because I felt like I used to be being unfairly charged this amount. Sixt agreed to look at my criticism and reply to me via email. Today I received the identical response stating “The extras were presented at the counter” and that I signed the document indicating my agreement to this statement.
Nobody identified the optional insurance to me. If I had wanted this extra insurance when ordering the automobile online, I might have paid for it. I expressly deregistered from the insurance when making the net reservation. Can you help me get my a reimbursement?
ANSWER: Sixt must have explained what you signed whenever you arrived in Lisbon. And although it seems that each Sixt and Auto Europe have signed contracts agreeing to pay an extra $513 for insurance, I consider that they never had any intention of accepting the extra coverage . In fact, you said an agent offered you insurance for $50, which you declined.
What happened? Upon reviewing the correspondence between you, Auto Europe and Sixt, it appears that you simply initially declined insurance coverage online. However, there was a misunderstanding on the counter (where staff are trained to sell you extras).
According to Sixt, the agent has offered you optional insurance. Sixt says you will have accepted it and signed a corresponding contract. You say you never said “yes” to the expensive coverage and have never said “yes.”
At first I believed there is likely to be a language barrier, but you say the representative had a very good command of the English language. This feels more like a variant of the “sign here” scam, where a automobile rental agent flips through numerous pages you may't possibly read and assures you that that is what you discussed. Then you sign it without realizing that you will have agreed to pay more. It's hard to say since I wasn't there.
Apparently you tried to appeal this decision to each corporations. Please keep in mind that I publish the names, phone numbers and email addresses of Auto Europe and Sixt executives on my consumer protection website. Elliott.org. A fast email to one in every of them might need reversed these charges.
To be clear: If you signed something, you’re answerable for it. And you must at all times read your entire contract before signing it, even when someone stands in front of you and tells you what it says. That's where problems occur. However, I consider there was a misunderstanding, if not deception, in your rental and I wanted to offer Sixt the chance to confirm this. So I did it.
“First of all, we would like to apologize – also on behalf of our franchise partner in Portugal – for the inconvenience caused,” a representative told me. “We regret that David Degagne had a negative experience with Sixt and have examined the case in detail with our colleagues on site.”
As a “gesture of goodwill,” Sixt has reversed your insurance fees. You told me that you simply are completely happy with this solution. “I hope this serves as a reminder to your other readers to ensure they fully review their contract before driving their rental car out of the garage,” you added.
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