Myself and my boyfriend have rented from universal a few times, mostly to make short trips to London, Guelph etc. whenever we rent we always ensure to have 'unlimited kilometres' included in our rental agreement. This has never been a problem until today. I returned a vehicle after driving 440km in 2 days (London Ontario and back). They charged me an addition $12 despite my confirmation email and reservation details EXPLICITLY stating 'unlimited kilometres'. The gentleman assisting me then stated that within the rental policy it states that local renters (i.e Ontario drivers) have a 200km/day cap despite what the confirmation said. I showed him my copy of the confirmation and he acknowledged it, however said in their policy there is a cap, a secret cap that no one seemed to share with me when I picked up the vehicle or made the reservation? Long story short this company is a little bit sneaky and inconsistent, the car interiors are always absolutely disgusting and the customer service is very very poor. And sure, its only an addition $12, but its the general lack of respect that really irked me. I also find it really suspicious that with my boyfriend as the primary renter we have never been charged for additional mileage. Despite the several hundred dollars worth of business we have give this company, I certainly will not be returning.