Deceptive Upgrades
The upgrade process felt deceptive. The representative made it sound as though the upgrade was being provided at no additional cost, then explained there would be a $200 hold on my account that would later be refunded. When I signed the agreement, it appeared as though the $200 hold was simply part of the paperwork rather than a separate charge. Afterward, I contacted customer service to express my concerns. Their response was that I had knowingly signed the agreement. From my perspective, that was not the case. The way the charges were presented made it seem as though I was only agreeing to the amount displayed on the screen, not an additional $200 hold. If you rent from this company, be aware that the total you see on the screen may not be the full amount authorized. Be sure to ask specifically whether there is an additional $200 hold on top of the quoted amount before signing. I believe these sales tactics take advantage of travelers who are exhausted and simply trying to get on with their trip. I left feeling that the process was confusing and misleading. I also believe the upgrade process should be redesigned to be much more transparent. Instead of presenting the upgrade in a confusing way, the screen should clearly display two options: ☐ Yes, I want to upgrade – with the exact additional amount and any refundable hold clearly listed next to it. ☐ No, I want to keep the vehicle I originally reserved – with no changes to the original reservation. That would eliminate any confusion and ensure customers fully understand what they are agreeing to before signing. A simple, transparent process like this would create a much better customer experience and help prevent situations like mine.