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| - Man, it's tough to pile on with the consistent 1-star reviews this place already has, but this is the most ridiculous car rental experience I've ever had. The car was disgusting (stains everywhere in the back seat...very likely bodily fluids) and smelled awful (imagine cologne being pumped in through the air conditioning). However, I barely drove it, so that didn't bother me nearly as much as their business practices. Additionally, it's not in the airport, nor is it by any of the other rental car companies in the airport. They send you to a remote location at the outskirts of the airport via shuttle, where you then have to call on a courtesy phone and wait for a pickup. Absurd. Anyhow, their customer service and the quality of the cars is awful, but you can probably already tell that from the rest of their reviews. My main point of contention is their predatory charging practices.
I received a CC charge (and eventually a letter) 2 months after my rental for toll charges (which is fine, as I did use the toll roads), but with an additional $50 service fee tacked on. I attempted to contact them to see what was up with the massive charge (my car rental fee for 4 days was approximately $20 more than the service fee and toll charges). I called and they put me on hold for no joke 20 minutes. I decided that was absurd and disputed the charge with my credit card. I eventually received a letter in the mail telling me that I agreed to pay the $50 service fee for "toll charges." However, I still did not have a copy of this contract. Eventually, during the dispute process, Capital One sent me a copy. As I believed, the language of the contract stated that I agreed to pay toll fees, parking violations, and traffic tickets, as well as a $50 service fee for TICKETS AND VIOLATIONS. The plain language specifically listed those two items, omitting the toll usage from the service fee portion of the contact. I pointed this out in an email to the company. The guy responded telling me I needed to re-read what I wrote and that's why they charged me. I responded telling him that he's the one who needed a lesson in contract language (after all, he's the one who didn't go to law school, not me) and he responded again saying the charges were "justify." After having to both fax AND mail a very detailed explanation to Capital One about this whole thing, they ended up refunding me out of pocket because I couldn't provide a letter from another car rental company stating that this wasn't "standard practice." I don't really care about $50 CAD. I just didn't want this awful company, which I presume regularly acts in this predatory fashion trying to collect toll fees that people haven't agreed to, to pay the piper. Sadly, they did not on this day. I am filing a complaint with the BBB. If they want to charge $50 for somebody to use the toll roads, which are plentiful near the airport, they need to state it in their contract. Or, they could maybe offer a toll transponder for a reasonable fee? Nope, they'd rather collect $50 at a time from unsuspecting customers who signed a contract that the company drafted poorly. The fact that they wouldn't send me an actual copy of the contract, yet told me I agreed to the service fee via letter, tells you all you need to know about these predators. Awful.
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