Deceptive practices. Read your paperwork before leaving the counter.
We reserved a **minivan for one week for $1,282.33 and declined all rental insuranceduring the online reservation because we are covered through our credit card.
When we arrived at the Bozeman Airport Hertz/Dollar counter, Shamus told us they were low on minivans and offered us an upgraded SUV for $42.99/day, saying it was "50% off." We agreed.
What he did not tell us was that he also added rental insurance for $66.99/day. He never asked if we already had coverage and never disclosed that insurance was being added.
On the drive to Big Sky, we reviewed our contract and immediately noticed the charge. We called the office right away because we wanted it removed immediately--not after the trip. We were told only the supervisor, Kristina Wilson, could help.
Over the course of our vacation and after returning home, we have called at least five times. Kristina has never come to the phone or returned our calls.
When we questioned Shamus, he said, How was I supposed to know you had insurance through your credit card? My response: Ask the customer or look at the reservation, where insurance was clearly declined.
To make matters worse, they placed a $2,827 authorization on our credit card for a one-week rental. For comparison, my brother rented a vehicle for the same trip through another airport and paid about $600.
Customers should know that rental agents often receive commissions on insurance and upgrades, making full disclosure especially important. Based on our experience, the lack of transparency was unacceptable.
Read every line of your rental agreement before leaving the counter.Although this location operates under the Dollar name, it is the same company as Hertz. We will not rent from this location again. read more
