Payless Car Rental, Inc

Review: The company charged us for collision insurance even though we declined it on the quote and on the contract. Numerous times they suggested we get the insurance but we declined; when it came time to sign and initial the contract, they high-lighted sections to be initialed. The first one they told us that it was to declined the insurance. Upon inspection it stated that by initialing it we would be accepting it. We questioned it and they told us that it was a temporary hold because the above line stated Optional Collision Damage Waiver meaning that we will be waiving it by initialing it. They stated that they would hold about $200.00 and refund it upon returning the car as long as there were no outstanding issues. Upon returning the car we were informed by the manager that the $200.00 would not be returned because we initialed the box accepting the Collision insurance. We tried to explained the issue but he kept interrupting and stating that we initialed the box.Desired Settlement: The car was rented for the quoted amount of $326.71. We were charged $546.62.They charged an unauthorized amount of $219.91 claiming that it was Collision insurance plus other related fees. We would like a refund of $219.91.

Business

Response:

Revdex.com spoke with[redacted]. He stated that the customer's contract has different options to sign and agree to. At the end the services are added to the price that the customer initials before payment is paid. The customer initialed this price and paid the amount for the vehicle.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company charged us for collision insurance even though we declined it on the quote and on the contract. Numerous times they suggested we get the insurance but we declined; when it came time to sign and initial the contract, they high-lighted sections to be initialed. The first one they told us that it was to declined the insurance. Upon inspection it stated that by initialing it we would be accepting it. We questioned it and they told us that it was a temporary hold because the above line stated Optional Collision Damage Waiver meaning that we will be waiving it by initialing it.

In the [redacted] invoice; the total in the bold large font has a value of $546.62. When we asked about the additional cost, they stated that it was the extra $200.00 that would be refunded when the vehicle was returned.

The form's layout is deceiving and their staff appeared to be trained to lie to trap customers; there are numerous similar complaints about this company and this type of practice regarding their insurance coverage in the Revdex.com's website forums. I understand if I was the only one but the fact that there are multiple complains tells me that their deceiving ways is common practice and part of their culture.

Regards,