Misleading estimate/bait and switch
Complaint
David Roche
Country: Canada
Made a National Car Rental reservation through carrentals.com. The clearly stated estimated cost:$67. Turned out there was a small notation: $.40 per km. Cost me $160 more than estimated. My pickup/dropoff locations were 400 km apart and thus it was clear I was going to have to pay well over $200. Why on earth did they list an estimate of $67? (The answer: bait and switch) In almost half a century of renting cars I have never had to pay a mileage fee, thus never looked for it. It is true that it had the small notation but I looked only at the estimate because that is what I have been used to for decades. When I suggested to carrentals.com that in the future they fix their software so it shows an accurate estimate, and that they put a clear/bold notation that there is a mileage fee as soon as you start the car, they simply repeated that I should have paid better attention.
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