Kemwel Auto Rental - Portland, Maine Complaint - Warning Before You Rent
PORTLAND, MAINE -- I just had a very unsatisfactory experience with Kemwel and everyone should take note before doing business with them. I just read a review, on this site, about a problem someone had with Kemwel insurance. While insurance is not my complaint, my experience relative to insurance is relevant.
I made arrangements, via the internet, to rent a car through Kemwel and their pre-paid voucher indicated that I should pick up the vehicle at Europcar in Nice.
When I picked up my cat I was informed that my damage liability was $1,580 and that my theft liability was $2,265. I questioned this and told the agent that I understood from Kemwel that I had a ZERO deductible (and their voucher appears to verify this). The agent advised me that if I had damage I would have to pay Europcar and would then have to be reimbursed by Kemwel, In the process I asked if I was to bring the vehicle back with a full gas tank and the first response was YES. Then the agent looked at the computer screen and changed the answer to NO and said that under the Kemwel contract I could bring the car back totally empty.
I was concerned about this and when I got to my destination, I sent Kemwel an e-mail asking for clarification. their reply stated that I had been given the correct insurance information and that, indeed, I could bring the vehicle back empty.
The agent asked me for my credit card before giving me the keys and I asked why it was needed since I had prepaid my rental charge. I was advised that they would use my credit card to charge for any damage and if there was none no charge would be put through.
When I returned to the U S, I received a credit card charge from Europcar for a substantial amount of money covering "Full Tank Option", "Premium Station Surcharge" and charges for an "Additional Driver" (my wife). When I called Kemwel to question this, I was told that these items were in my contract. True, they were covered in the small, fine print under "Terms and Conditions" but the face of the voucher that Kemwel provided showed the "Required Payment", "Amount paid" and "Balance Due on Delivery" which was shown as $.00 leading a belief that all charges were paid in advance. Clearly these extra charges, if they were applicable, would have been incurred at the timke of delivery and should have been payable at the time of taking delivery, not one month after delivery.
The deceptive practice and misleading practice of including all kinds of extra charges in the fine print of a contract under Terms and Conditions, was abandoned by the U S auto rental car companies quite some time ago and now the rental car companies very carefully explain to customers every single charge they will be expected to pay and customers are asked to initial a box indicating their knowledge of these charges.
When the Europcar agent asked me if there would be an added driver and asked to see that persons license, no mention was made of any charge (US companies often do not charge for spouse drivers). And, when the agent took an imprint of my credit card, no mention was made of the fact that it would be used for additional charges not related to damages.
I am still very confused about what insurance I did have because of the information provided by Europcar and confirmed by e-mail with Kemwel, which information was totally contrary to the written provisions of the contract under Terms and Conditions.
Bottom line - READ THE FINE PRINT BEFORE YOU AGREE TO RENT from Kemwel because they appear to to engage in a deceptive and misleading practice of hiding extra charges in the fine print.