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Federal Trade Commission

Dodging fees – and the hard sell – when renting a car

Bill McGee
Special for USA TODAY
In many cases, the prepaid fuel option isn’t an economical option at all; determine the size of the tank, look up local gas prices and do the math yourself.

As I noted in this column a few years ago, the car rental industry has been getting fee-happy for years now. Of course, this mirrors what's been happening with other travel sectors, such as airlines, hotels and cruises. But there's a difference: When you're at the rental counter finalizing your purchase, you're more likely to encounter a hard sell for optional extras.

What's more, many rental agents are incentivized to upsell ancillary products and collect more fees, so consumers can be particularly vulnerable if they haven't considered their options in advance. All this could make for an unnecessarily expensive transaction.

Wrong and costly choices

In recent months I twice booked rentals with the same rental firm. On both occasions I encountered unusually aggressive agents intent on having me upgrade the vehicle class, purchase Loss Damage Waiver and opt for the Roadside Service Plan; the more I said no, the more they openly questioned my decisions. Was I SURE?

I also was told -- not asked -- to select the prepaid fuel option with both rentals. On the second occasion, I balked, knowing that I would be driving a compact car and doubting that filling the tank myself would be more expensive than the $50 charge. Then it was suggested -- repeatedly -- that I could bring the car back with a quarter tank and it would still be less expensive than filling up myself.

Since I was doing a lot of driving, midway through the rental I let the tank reach empty. I then proceeded to fill it to the brim -- 10.7 gallons for a grand total of $37.50. Factoring in the quarter tank suggestion meant if I had believed the agent's claim I would have paid $59.38 for the "less expensive" fueling option, or $21.88 more. When I returned the car full I made sure the fueling option was deducted from my bill.

Every traveler should have the right to willingly pay a fee in exchange for a more convenient option. But no traveler should be deceived about such options.

Plethora of options

I wish I could state my experience had been an anomaly. In 2012 Gary Stoller wrote here about the mixed results of prepay fuel options and how they vary from rental firm to rental firm. Unfortunately, in recent years I've heard many complaints from renters about added fees, pushy sales pitches and confusing contracts.

In fact, a USA TODAY colleague recently asked to extend his rental for a week, but was told it would be an additional $17 a day up to $75 -- in addition to the weekly rate. So instead he booked back-to-back rentals and had to drive to the facility to return one car and pick up another.

Consider some of the choices you may have to make at a rental counter.

• Prepaid fuel options

What you'll hear: "You'll save lots of money compared to buying fuel locally and returning the car full."

What you need to know: In many cases, this isn't an economical option at all; determine the size of the tank, look up local gas prices and do the math yourself. Prepaid fuel may make sense if time is more important than money and you're trying to spare yourself a trip to the gas station.

• Upgrading

What you'll hear: "The car you've booked won't be large enough, luxurious enough or powerful enough."

What you need to know: You'll probably be given the upgrade cost on a daily basis, so you'll need to calculate it for the length of the rental, and determine the potential difference in gas mileage. And be sure and ask to know the exact car you're about to be given with your current class before agreeing to an upgrade.

• Insurance waivers

What you'll hear: "Are you sure you're fully covered if something happens?"

What you need to know: You may already have adequate coverage through your charge card and/or auto insurance policy. Waivers may make economic sense or alleviate some hassles, but don't wait until the counter to decide. The Federal Trade Commission provides more information, but don't wait until the rental counter to decide.

• Roadside assistance

What you'll hear: "Don't you want peace of mind?"

What you need to know: Sure, it's shameful that rental firms charge you to service their vehicles. But such fees are ubiquitous now, so consider if it's a fee you want to pay. Note that if you belong to AAA or another service club, you may already be eligible for roadside assistance on a rental car.

• Return charges

What you'll hear: "You've agreed to return the car at a specified time."

What you need to know: If you're late—or even early!—be prepared to pay more fees.

• Toll options

What you'll hear: "You'll want the convenience of a toll pass."

What you need to know: As I noted here in 2012, car rental toll programs often are confusing and expensive, so read carefully before signing. You can also bring your own transponder along, but make sure it will work in the region where you're traveling, plus some providers ask you to alert them when using a vehicle other than your own.

• Additional drivers

What you'll hear: "Would you like to share the driving?"

What you need to know: Allowing anyone other than the renter to drive can generate fees, which can be even higher if a driver is under age 25.

Protecting yourself

• Do your homework in advance. The rental counter is not the place to comparison shop multiple options on complicated purchases. When you book your reservation, also check into policies on fueling, insurance waivers, emergency assistance and other options. If the company's site is vague about such fees, that's a red flag.

• Ask questions. Don't be afraid to challenge what you're being told; some agents have been trained in sales techniques that could confuse you.

• Don't give in to sales pitches, simply because you're unsure.

• Never sign without understanding. If you need clarification before finalizing the rental agreement, ask for it. Or take a time out and research the issue yourself online.

How about you? Have you purchased car rental options that you later regretted, or felt pressured at the rental counter? Let us know about your experiences.

Bill McGee, a contributing editor to Consumer Reports and the former editor of Consumer Reports Travel Letter, is an FAA-licensed aircraft dispatcher who worked in airline operations and management for several years. Tell him what you think of his latest column by sending him an e-mail at travel@usatoday.com. Include your name, hometown and daytime phone number, and he may use your feedback in a future column.

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