Karen C.

They are misleading and unethical and take advantage of foreign travelers. Traveling from the US to the UK in October 2021 I rented a vehicle through them. It was clearly indicated in the quote that the fee included insurance. We paid in full and left for England thinking everything was in order. Upon arrival I went to the location in Manchester. I was told I would have to pay an additional 957 GBP for insurance. I explained that the quote clearly stated that it was included. There was no full explanation but a vague indication that the additional fee would be refunded when I returned the car undamaged - which I did. Well, no more damage that the poor thing already had as it had several dents, scratches and long gouges along the sides. Nevertheless, none of that damage was incurred while I was driving it. When I returned the vehicle in December, I tried to reason with the manager about the addition insurance coverage. He explained to me that this fee was charged only to US and Canadian drivers and that the extra insurance charge would not show up on their site if we had booked in our perspective countries. He did say that if I could prove that the quote stated insurance was covered that he would refund it. I had someone in the US get on-line as though they were making a booking and send me the screenshot. It clearly showed insurance was included. I forwarded this to the manager a few hours later and still have heard nothing. I tried to reason with their customer service and found out that since my booking is complete, they will not refund me the additional cost. This is fraudulent in every possible way. They clearly take advantage for foreign travelers. What are you supposed to do once you get there and realize their unethical additional charge? Shameful. I would never recommend this business - ever. I gave them a chance to make it right, but they have made it clear they do not intend to be decent and courteous and to do the right thing. I will seek further action as no one should ever be deceived in this way.