National Car And Truck Rental - Kitchener Ontario - King St East Unprofessional, lying staff and service who don't care-Charged 2 days. Thought maybe $150. They charged my creditcard $386.26 WHAT??? Unbelievable!!! Kitchener Canada

My situation is based on National Truck and Car rental on King St East in Kitchener. I did a rental confirmation on line and the price shown for the rental was $125 estimated with the kms added at the end of my return at .22km.

When I showed up, they told me there was a mandatory Commercial collision on the truck for $39.95 that I had to sign off on. I was upset and told them I didn't confirm with my credit card with the knowledge of this as I thought it was an option, like with all the other vehicles. She said that there was a little icon that I had to click on to see that it is mandatory. I said, "If it was mandatory, it should automatically show up on the bill that I was accepting the price for". She replied, "Well if you don't want the truck, you don't need to take it" It was 8:30 in the morning on the busiest moving day of the year April 30th, so of course I had to take it.

I recently looked at my rental agreement that I signed for and they charged me an additional driver for $10, and an underaged driver for $10. I did have someone with me and we are not underage, 32 and 35. We were both over the 25yr underage. They never discussed the receipt with me. It did say estimated charges of $194.23. I had no idea about this as I was upset having to pay the $39.95 commercial collision already. That I didn't even really understand the rental agreement. They never explained anything to me. I am not impressed at all.

I put in the on-line confirmation that I was going to pick the truck up at 8am and drop it off at 5pm. This location closed at 7pm that day. It took me all day to move and I was rushing to have the truck back before it closed at 7pm as a paper showed that rental is for a 24hr period, so I didn't really worry too much about the 5pm drop off time that I input in the on-line confirmation.

I was running late to return the truck back for 7pm, so I called the office at 6:25pm with no answer so I left a message stating that I was going to be there about 7:05pm and what are the procedures for the return or if someone would be able to stay there until I got there as I knew I wasn't going to be later then 7:05 and no one got back to me at all. So I found a key drop off box. I took pictures of the gas and the km, just so they wouldn't screw me over.

A couple of days later, I went to use my credit card for something else and it was decline. I was furious, so I contacted National to see what they did as I didn't get a receipt because I dropped the truck off after hours. They told me they charge me 2 full days because I was past 5pm. I then asked for their customer service number and proceeded to contact them. I don't know where their customer service is but their excuse was that they didn't have the same system and they couldn't check my bill information. The guy called the Kitchener office and talked to them. He then told me that the reason why they charge me 2 full days was because someone rented the truck and was there to pick it up at 5pm and the truck wasn't there.

If it was that serious, then why didn't I get a call asking where the truck was? I wasn't told when I left with the truck that someone was rented the truck at 5pm. I know this was an excuse because in the morning, we did a walked around the wrong truck that was parked right beside the one that I rented. When I returned the truck, the same truck from that morning was still parked in the exact same place. So I know no one was scheduled to pick up the truck I rented at 5pm becasue they could have taken the one that sat there all day. Also, it doesn't make sense that someone was going to pick up a 24 ft truck at 5pm as they would need to bring it back by 7pm or they were going to get charged 2 full days, as that was the excuse they gave me.

So, the estimated $125 (tax already included) plus .22 a km, that I thought I was going to pay, maybe a max of $150 turned out to be $386.26.

I would really love to do something, to prevent others to go through similar situations. I am a tiny, young female that got taken advantage of, really bad and would love to get some kind of justice.

Debra
Guelph, Ontario
Canada

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