Upsell in Ibiza
In September we rented a car in Ibiza with Avis, via RentalCars.com. We have paid the amount of EUR 211 on August 22nd. When we got home we see that AVIS did a credit card charge for an additional amount of EUR 480. It was certainly not agreed part of the agreement. Also, we returned the car in correct order with no damages or defects. I filed a question to the service department and called after a few days.The issues on the incorrect credit card charge were explained to me.
Apparently I accepted an upgrade from category B to D. I received the contract with my signature on a Spanish form. This means that AVIS probably think they are safe from any legal claims I consider.
What remains is the following:
- I start with an agreement with AVIS for a 10-day rental of a car at 211 EUR
- AVIS (and not me) take the INITIATIVE and provide me with another car. No upgrade was mentioned. No costs or changes to the agreed price were mentioned. I was actively led to believe that the car that I ordered was not available.
- I do not read Spanish and took the numbers for a reserve against damages...)
- For all this service I am now charged with a whopping additional 480 EUR, so a total of almost 700 EUR
The value of the unsolicited "upsell" is that I get a car that is too small to hold both my suitcases. I checked at the counter. It should not be a problem, but it was a problem. Another "upsell" feature was the open roof that I obviously did not use in the pouring rain. I needed a car for very limited use, which is the reason that I shopped for a rental of 211 EUR.
Overall I am frustrated that I did not ask and check for the financials at the counter. I am ever more frustrated that it is the apparent intent of AVIS to upsell and hide the cost impact. I have a problem with companies that behave in this way towards customers.
My strong advise to them was review the practice in their office at Ibiza airport and to do a partial refund of the 480 EUR.