Got an Unexpected Charge From Your Car Rental?

Got an unexpected charge from your car rental? Here are steps you can follow:

• Document everything during your rental, including photos at pickup and return.
• Keep all paperwork, including your rental agreement, final receipt, and communications with the company.
• Contact the rental company or your booking platform as soon as you notice unexpected charges.

Finding an unexpected charge on your credit card after returning a rental car can be stressful. Whether it's a fee you don't recognize or a charge you weren't expecting, there are clear steps you can take to understand and address the situation.

Check your paperwork

The first step in addressing any unexpected car rental charge is to review your documentation:

• Locate your original rental agreement
• Find your final receipt from vehicle return
• Check your credit card statement for the exact charge amount
• Review any photos or videos you took of the vehicle
• Gather any email communications with the rental company

Compare the unexpected charge against your rental agreement, which outlines all possible fees and circumstances where additional charges may apply. Pay special attention to sections about fuel charges, late returns, cleaning fees, or damage assessments.

Think about your trip

Reflect on your rental experience to identify potential reasons for extra charges.Some common reasons for unexpected charges include:

• Returning the car with less fuel than at pickup
• Late return or early pickup fees
• Cross-border fees for driving between countries
• Toll charges
• Traffic violations
• Additional driver fees
• Insurance charges you may have declined at pickup
• Cleaning fees for excessive dirt or sand
• Vehicle damage claims
• Currency conversion fees for international rentals

Pro tip: always take time-stamped photos or videos of your rental car before leaving the lot and after returning it. This documentation can be invaluable if you need to dispute damage charges.

Get in touch with the company you rented with

Regardless of how you booked, start by getting in touch with the rental company your car rental was through. Follow these steps:

1. Gather all your documentation before making contact
2. Call the rental location where you returned the vehicle first
3. If unsuccessful, escalate to the company's corporate customer service
4. Keep detailed notes of all communications, including:

• Date and time of contact
• Representative's name
• Reference numbers for your case
• Summary of what was discussed

Sample script for contacting the rental company: "Hello, I'm calling about reservation number [X]. I noticed a charge of [amount] on [date] that I don't understand. Could you please help me understand what this charge is for?"

If you booked your rental through a third party, like Booking.com, you can also contact customer service through your account's booking details page. Our customer service team can help mediate between you and the rental company.

Document everything

Create a paper trail of your dispute. To do this, you should:

• Save all email communications
• Take screenshots of online chats
• Record call reference numbers
• Keep copies of any additional charges or receipts
• Save photos or videos of the vehicle

Know your rights

Different countries have different consumer protection laws regarding car rentals. Knowing the difference means you’ll be able to confidently dispute any unwarranted charges.

In the United States

• Rental companies must disclose all mandatory fees upfront, but it's still crucial to read the rental agreement carefully.
• They cannot charge you for normal wear and tear, but disputes can arise, so document the car's condition before and after your rental.
• You have the right to dispute credit card charges, but the specific timeframe and process depend on your credit card agreement and state laws.

International rentals

• Research local rental laws before traveling, as consumer protections vary significantly by country.
• The European Union has strong consumer protection laws for car rentals.
• Consider purchasing additional insurance for international rentals, as your existing coverage might not be sufficient or valid abroad.
• Keep records of all communication and documentation related to your rental.

Prevention tips for future rentals

Avoid unexpected charges on your next rental by:

• Reading the entire rental agreement before signing
• Taking photos and videos of the car at pickup and return
• Getting written confirmation of the car's condition at return
• Keeping all receipts (including fuel)
• Understanding insurance coverage from your credit card
• Checking if your route includes any toll roads
• Confirming the return time and location
• Understanding the fuel policy
• Asking about cross-border fees if planning to drive between countries

Remember, rental companies want to maintain good customer relationships. If you approach the situation calmly and with proper documentation, many billing issues can be resolved successfully.

When to dispute the charge

If direct communication doesn't resolve the issue:

1. File a formal dispute with your credit card company
2. Keep all documentation of your attempts to resolve with the rental company
3. Follow up regularly on the status of your dispute
4. Consider contacting consumer protection agencies if necessary

By following these steps and maintaining thorough documentation, you'll be better equipped to handle and resolve unexpected car rental charges. For future rentals, booking through a trusted platform like Booking.com can provide an additional layer of customer support if issues arise.