Nicole
ZERO STARS
ZERO STARS This was the worst experience I've had with a booking, not only for just a rental car, but with any booking in general. I secured the reservation for a 7 seater Outlander through economy booking.com. My fee was 541.67 CAD. It stated that included fees, taxes, extended cancellation and roadside assistance. In bold writing, it stated "0.00 payable at pickup". Now I knew that I was going to have to pay a fee to add my husband as a driver, 10.00 a day which is fine. I was then basically forced to purchase the SunPass deal, which was incredibly high in comparison to any other car companies offers for this. Having to pay an additional $14.99 USD per day PLUS all tolls that we go through is ridiculous. The other option of 19.99 for unlimited was not a deal for us based on the amount of tolls we'd go through and then choosing to forego the 'deals' for 30.00 a toll charge from you was basically tying our hands behind our back to purchase this. That isn't even the worst of it. The staff member then hands me the form to sign showing the charge of over 650.00 USD....When asked where the extra 300.00 charge came from she couldn't not explain stating "taxes and fees". She told me there was more fees for having a bigger car. IF there are more fees for having a bigger car, then why was it not built into the price. Instead we were completely STUNNED to think we were getting a vehicle for 546.00CAD and then be charged over 1400.00 in total. It was the absolute worst experience and way to start our trip. Now, to highlight the unprofessional the staffing was, or should I say, lack of. Upon entering the, what could not be described more than a 'warehouse' of an office, there was no one to speak with. Finally I had to call the number and reached the staff member who stated she was sitting out in her car and would be back in a few minutes. She was unable to describe any of the fees she was charging and simply kept saying "taxes and fees". Now I know that this is not a 'one off' deal and I just was hit with additional charges. There was another customer who was charged an additional 900.00 USD on top of what he already paid for his reservation. He was so upset and confused for the charges, and all she could say to him was "taxes and fees". There is even a letter posted on the checkout desk that states there is a 60.00 cancellation fee for those wanting to cancel AT the desk. Now, tell me how many people go to a car rental company, to the actual check out desk with a reservation already made and want to cancel.... the ONLY reason, would be that they are getting completely gouged by the prices added on to their fees. Your company knows that there is hardly any option for us customers when we have already paid out of pocket for the rental, arrive to another country, and then get right to the rental desk and are forced to pay an astronomical price that we were never expecting to be charged. Do we cancel and lose our money we already paid and just hope we can get another rental car somewhere else?? Most people, like myself, can't afford to lose out on the 550.00 already paid. Would NEVER EVER Recommend