Ricardo R.

I made a reservation through Priceline.com for a car rental for Mexico. As soon as I arrived to Mexico to pick up the car, the personal in the airport requested me a deposit of $10,500 dollar, plus full coverage for the vehicle in top of what I paid for the reservation. That information was not part of the reservation. I did not pick up the car and rental cars.com did not reimburse my reservation. It was horrible to try to contacted them. My family and I experienced the worst in a foreign country because of the lack of information that rentalcars.com.The worst reservation and worst customer service. Not recommended!

Email response:

Dear Mr. Rodriguez,

Thanks for your email. I am really sorry to see that you are not happy with the outcome of this case but we are unable to change our decision due to the terms and conditions.

It was clearly mentioned in the terms of the rental and the package which you chose says itself that its a basic package and does not include any Collision Damage Waiver or Theft Protection. 

Mandatory Coverage

Paying mandatory coverage charges
Please bring a letter from your credit card company, confirming that you have the right cover for this rental. If you can't supply this proof, the counter staff will insist that you buy the cover at the counter.

Collision Damage Waiver (CDW)
If the car's bodywork gets damaged, the most you'll pay towards repairs covered by the Collision Damage Waiver is the damage excess. This cover is only valid if you stick to the terms of the rental agreement. It doesn't cover other parts of the car (e.g. Glass, wheels, interior, roof or undercarriage), or charges (e.g. For towing or off-road time), or anything in the car (e.g. Child seats, GPS devices or personal belongings).

Theft Protection (TP)
This rental doesn't include Theft Protection.
Unless you have another policy that provides protection, you will be responsible for the full cost of replacing or repairing the car if it is stolen, or damaged while someone is trying to steal it.


These things are also mentioned on your voucher and on rental terms. This was shown on website as well which you accepted as the booking cannot e made until you accept the terms of the rental. 

We hope that you can understand why we must have a cancellation policy in place, and why on this occasion we are unable to offer you any refund.


This case is now close and we will not be able to reopen this case. Please do not reply to this message. 

Thanks
Regards

Noman