A surprise surcharge for car rental insurance with Sixt. How do I fix this?
Sixt surprises David Degagne with an extra $513 car rental insurance surcharge in Portugal. Can he get his money back if he never asked for the insurance? Let's find out.
Question
I recently rented a car with Sixt through Auto Europe near Lisbon. A few days after I returned the car, I received a car rental insurance surcharge on my credit card for an extra $513. I was shocked by the amount. I was only expecting charges for the transponder ($17) and tolls ($20).?
The extras were for optional insurance. Sixt and Auto Europe said that I signed the agreement and was therefore liable for this amount. I called the customer service department at Sixt because I felt I had been wrongly charged this amount. Sixt agreed to review my complaint and reply to me by email.?
Today, I received the same response stating “the extras were presented at the counter” and that I signed the document, indicating my agreement to this statement.
No one advised me of the optional insurance. If I had wanted this extra insurance when ordering the car online, I would have paid for it. I specifically opted out of the insurance when I made my reservation online.
Can you help me get my money back?? -- David Degagne, Angus, Ontario
Answer
Sixt should have explained what you were signing when you arrived in Lisbon. And although it looks like both Sixt and Auto Europe have signed contracts in which you agree to pay an extra $513 for insurance, I believe you never intended to accept the car rental insurance surcharge. In fact, you said a representative offered you insurance for $50, which you turned down.
What happened? In reviewing the correspondence between you, Auto Europe and Sixt, it appears you initially declined the coverage online. However, at the counter -- where agents are trained to upsell you on extras like upgrades and insurance -- there was a misunderstanding. (Related: A burned-out clutch and a broken down case .)
According to Sixt, the agent offered you optional insurance. Sixt says you accepted it and signed a contract to that effect. You say that you never did -- and never would have -- say yes to the pricey coverage. (Related: My car rental is fully refundable. Why is Priceline keeping my money ?)
Initially, I thought there might have been a language barrier, although many people in Portugal speak excellent English. But you say the representative had a good command of the English language.
This feels more like a variation of the "sign here" scam, where a car rental agent scrolls through a lot of pages that you can't possibly read, and assures you that it's what you discussed, and you sign it without realizing that you've agreed to pay more. It's hard to know, since I wasn't there.
How to avoid a surprise surcharge for car rental insurance
Unexpected charges can frustrate the most experienced traveler. Here are some tips to avoid the unwanted extras:
If you find a surprise surcharge for rental insurance, follow the steps in the Elliott Method to get things resolved. Politely ask the rental company to remove the charges, escalate it and then dispute the charges on your credit card if necessary.
How did you get stuck with this unwanted car rental insurance?
It looks like you tried to reach out to both companies to appeal this decision. Remember, I publish the names, numbers and email addresses of the executives at both Auto Europe and Sixt on this site. A brief email to one of them might have reversed these charges.
Let's be clear: If you signed something, you're responsible for it. And you should always read the entire contract before you sign it, even if someone is standing in front of you and telling you what's in it. That's where problems happen. (Here's our guide to renting a car .)
Still, I think there was a misunderstanding, if not some deception, involved in your rental and I wanted to give Sixt a chance to review it. So my advocacy team and I did.
"First of all, we would like to apologize -- also on behalf of our franchise partner in Portugal -- for the inconvenience caused," a representative told me. "We regret that David Degagne had a negative experience with Sixt and have reviewed the case with our local colleagues in detail."
As a "gesture of goodwill," Sixt reversed your insurance charges.?
You told me you are happy with this resolution. "I hope this serves as a reminder to your other readers to make sure that they fully review their contract before driving their car rental out of the garage," you added.?
Christopher Elliott is the founder of Elliott Advocacy , a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report , a news site for consumers, and Elliott Confidential , a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website . You can also follow him on Twitter , Facebook , and LinkedIn , or sign up for his daily newsletter .?
This story originally appeared in the Elliott Report under the headline, A surprise surcharge for car rental insurance with Sixt. How do I fix this ?