Complaint Review: Advantage Rental Car San Antonio - San Antonio Texas

On October 3rd, 2017, I secured a rental car reservation online through Priceline.com (trip # 134-727-682-87 for an estimated total of $194.01.) When we arrived at the counter after our flight on Nov 1st, the office was crowded and we had to wait awhile. When we finally got to the counter the agent, Erick, asked us all of the regular questions about filling it up with gas (did we want to prepay?) and supplemental insurance (we declined). In fact, we declined those offers rather adamantly knowing this is a typical upsale and we have plenty of our own. When we went to pay with our credit card, the terminal was having trouble. We had to use 3-4 different cards before the terminal took one - it was 'acting up' according to them and he kept telling us to try a different one (our credit was not the issue). By then we had about 15 people walk in behind us, and knew we were holding up the line. We were frustrated by the difficult terminal issues, long wait time at the counter and somewhat "rushed.” Erick told me to initial on the terminal and we were good to go. When he printed out the paper contract after the credit card transaction that day, Nov. 1st, I questioned what the total was (because I did not have my glasses on). Erick told me it was $394.01 At that point I told him,"that is incorrect, it should be $194". He told me the extra $200 was for a DEPOSIT which we would get back when we returned the car. Although that seemed unusual to me, I have heard of some rental cars requiring a deposit, so it did not raise any major concerns.

I asked him a second time if I would definitely get my deposit back and he said, "yes, when you bring back the car." We had no issues with the vehicle and returned it at the predetermined time a week later with a full tank of gas. We were slightly pressed for time but ran inside to grab our receipt. I had to surrender our original contract paper for our final receipt. When it printed, I asked the agent the total and he said $453.81. I said "that is completely wrong! Its supposed to be $194.01!" He said "you purchased additional insurance." I said "NO, we absolutely did not!" I asked for the manager who came over but refused to try to resolve the issue at all. He showed us the contract instead and told us to call the 800 number for customer service. It did not ever cross my mind that the agent would intentionally mislead us in order to make a sale. I have rented numerous vehicles this year and have always and will always decline the expensive additional insurance. I have never experienced a problem with them charging us for something we clearly declined at the counter at the time of the rental. I have never had to worry that the agent might intentionally trick us!

The next day, November 8th, I called the Advantage 1-800 number and spoke with "Felix". I told him what had happened, how we were charged for supplemental insurance we had declined and never wanted. Felix told me that we were charged because "you did not show them a copy of our insurance card". Excuse me? The agent never asked us for any insurance card (which we would have gladly presented and had in our possession). This reasoning seemed to be something Felix was making up on the spot! Another excuse to justify charging us for something we did not owe! I asked for a supervisor but he told me there was no one but him to talk to. I have contacted Priceline to let them know what happened with this trip reservation and called Wells Fargo to ask them to dispute the charges. State Farm sent in proof that we had our own insurance and did not need any. I have also contacted the Better Business Bureau and Federal Trade Commission and written 3 reviews. These people are devious, greedy and nonresponsive to customer concerns. They stole $259 from us.

In summary, there are at least 4 things that Advantage rental car did which were evidence of fraudulent and devious business practices: 1. On Nov. 1st, the agent misled me to sign for insurance I CLEARLY verbally declined. It was his job to guide me in the contract process and I trusted he would do that. There were two people at the counter writing up that contract. This agent did not do his job of helping me to sign for the product I chose to purchase (rental car base rate). He took advantage of the fact that I did not have my glasses on! If there was a video or audio tape of our visit, you would see me shaking my head and saying no, absolutely refusing the upsale. I trusted that Erick was having me sign to DECLINE insurance, and I did as HE told me to on the electronic terminal! It makes sense that anyone would initial in the area where the agent told them to, believing he was guiding the customer to sign for what we specified. 2. The same agent told me (twice) before we left on Nov 1st that I was being charged an additional $200 deposit which I would be getting back when I turned the car in. He told me our total credit card charge was $394.01, which included the agreed upon Priceline charge of $194 plus the refundable $200 deposit. So that was a lie? Advantage kept our deposit then charged our credit card a second time again for $59.80? Apparently there never was any "deposit" at all!? We had to surrender our initial receipt to the agent when we returned the car, and we got back one which included charges for insurance. (Why would they not staple them both together!?) 3. I had to sign on the small electronic terminal which was black and gray and had tiny print, as opposed to seeing a paper contract and initialing on that. I signed where the agent and terminal prompted me to sign to decline on a barely legible machine. Usually you do have to sign to refuse additional coverage and so I thought he was doing that. My electronic signature was superimposed onto the contract. According to the contract, what I "initialed” was not the section to decline additional insurance but apparently called a "CD Waiver"? Again, I was misguided by Erick, but also, this wording is deceptive and unclear. A waiver is defined as "the act of intentionally relinquishing or abandoning a known right, claim or privilege." Why would anyone call opting to buy extra insurance a 'waiver' anyway? Exactly what right is a person relinquishing when they opt to purchase additional insurance? It should be the other way around. The term "waiver" generally means "'no thank you, I am opting out, I have my own plan." 4. On Nov. 7th when we turned the car in, we were told our total was $453.81, and although we disputed the amount. we had no choice but to pay it if we were going to make our flight. The manager deferred me to call the 800 number the following day. I spoke to "Felix" who told me I was charged for the additional insurance because I had not presented proof of my own insurance, which they never requested at any time during our initial communication! This was another outright lie. In conclusion, Advantage customer service and agents lied to us twice, misguided us as to where to sign to decline their optional insurance, and the wording on their contract is extremely misleading and deceitful. Besides that I have received little to no help from Customer service. Erick intentionally manipulated us to sign for something we never agreed to and needs to be held responsible for devious theft. They overcharged my credit card by $259 for supplemental insurance we did not choose to purchase at any time.

To resolve this issue I am requesting that Advantage authorize a refund to my credit card in the amount of $259. Erick should pay for it. This company violated our trust (does "no’ not mean no?) and we will never again use them for our frequent travels to San Antonio.