ORLANDO, Fla. — Action 9 investigates a new high-pressure tactic a car-rental chain uses to run up your bill. The company forces you to buy its insurance even if you have your own coverage.
Many customers felt blindsided at Economy Rent-a-Car. Jett Pehakis had reservations, but claims counter agents now said he had to buy the company's insurance. It doubled his charges.
“At that point I got very hot under the collar," he said.
Pehakis said the company demanded a complete copy of his personal policy or he had to buy their coverage.
“Nobody I know travels with their insurance policy,” said Pehakis.
Raw: Todd Ulrich confronts car rental manager
And the company refused to accept his American Express rental coverage.
Another customer told Action 9's Todd Ulrich Economy forced him to buy its insurance.
“Did you feel like this was a hidden fee?” asked Ulrich.
“Sure, yeah. It was a hidden fee," the customer said.
Action 9 found 20 consumers have complained to the Florida Attorney General about forced insurance.
We sent two Channel 9 employees inside to Rent-a-Car. Both our drivers had their own insurance, and we used an American Express card that had automatic rental coverage but at the counter we had to buy the company's insurance and pay twice as much.
“What did they say?” asked Ulrich.
“That it was mandatory and we had to have it,” replied the WFTV employee.
Economy Rental's general manager Andrew Girges agreed to answer Action 9's questions.
“We were told like many customers your insurance is mandatory,” said Ulrich.
“OK, our insurance is not mandatory," Girges replied.
“That's not what we were told,” said Ulrich.
“Many people who do complain fail to read the terms and conditions," said Girges.
He also said the fine print is required reading that discloses that you must bring a copy of your insurance policy and not all credit card coverage is accepted.
“Many customers want to know how you get away with this?” asked Ulrich.
“There's nothing we're doing that is fraudulent or illegal,” replied Girges.
The Attorney General's Office told Action 9 the forced insurance complaints are now under review.
Economy and Signature Rent-a-Car are both rated F with the Better Business Bureau.
Signature Rent-a-Car response:
"Quality customer service and economical rates is our philosophy over here at Economy Rent-a-Car Orlando. Our customers are greeted and picked up by our professional shuttle bus drivers and are transported to our facility in a new 2015 Mercedes Benz Sprinter van.
"Every detail in every step of our customer's experience is crucial to our success and the customer's satisfaction. Our car rental rules are disclosed online in advance at the time of booking which simply outlines our procedures, hours of operation and age requirements.
"We take pride in being able to serve our international customers, first timers in America, domestic travelers, business travelers, as well as various different sports teams.
"Our fleet ranges from economical smart cars to 15 passenger vans. Our staff is also ready to load, and unload customer's luggage and print out directions if customers please. We call it our open arms practice.
"We stand by our policies and practices that distinguishes us from our competitors, and will continue to serve hundreds of new customers on a daily basis alongside with our loyal repeat customer base."
WJAX
