Q. I have a trip coming up at the end of the month and I am dreading having to rent a car at the airport. This will be my first car rental; does BBB have any advice for rental cars?
Jim Winsett of the BBB. A. Rental cars can be great and convenient, but I'm with you, the process can be a real pain! There is a reason that "Auto Renting and Leasing" made the top 20 list of complaints at Better Business Bureau nationwide last year. BBB recommends first and foremost: understand the agreement before you sign. Read all the details and fine print, because that's where those hidden fees pop up.
Before you select a company, shop around. Car rental rates can vary depending on the company or amount of time before you need the car. Compare prices and look for coupons. At the rental car counter, ask about discounts such as senior citizen or automobile club rates. Ask the final cost and make sure you understand all charges before signing.
Watch for unexpected costs like mileage limits, insurance and drop off fees; these change the price dramatically. The following are additional fees that may influence the overall price you pay:
- Size and type of car, such as compact, midsize, luxury, SUV or mini-van;
- Drop-off charges may apply if you return the car to a different location;
- Taxes for state, city, or airport;
- Location rates may vary within the city and at the airport for the same firm;
- Daily rates may be higher during certain days of the week;
- Special offers may be available during certain holidays, weekends, or seasons;
- Additional driver fees may apply for extra drivers.
Note: If you have the convenience or option of renting a car at the hotel, or off premise of an airport, you may save fees charged as airport fees. Also, booking early through internet travel sites may save you money, however, watch for change or cancellation fees as travel plans change.
Once you are ready to drive off with the car, take your time to carefully inspect the vehicle. Thoroughly look for any damage such as scratches or dents in the body and spills, stains or tears in the interior. If you see any damage or defects during the inspection, make the company aware immediately and note it on the car condition form. Take pictures of the damage with your phone.
Understand your insurance options. Check with your agent regarding your personal car insurance before you leave home. In many cases, your policy will cover damage to a rental vehicle and you can skip insurance through the rental contract.
Ask about late or early return fees. Some renters have been surprised at being charged a fee for returning a car early or late. Sometimes, the penalty may be deducted from your deposit. If you travel over a holiday or have to return the car outside regular working hours, ask whether the office will be open or if you need to drop keys in a lock box.
Before returning the vehicle, be sure that the check-in attendant inspects the car's body in your presence and that you agree about any damage. Examine your rental agreement carefully for all charges and inspect your future credit card statements for any unforeseen charges.
And as always, first check out the rental car company with BBB. BBB Business Reviews will show whether a rental service has complaints and how those complaints have been resolved. Visit bbb.org to check out rental car companies and read customer reviews.
Jim Winsett is president of the Better Business Bureau in Chattanooga.