I booked a rental car with LMT for a Hertz vehicle. The voucher was clear that the amount to be charged by Hertz was $165.14. Total Cost: 165.14 Your credit card will be charged by Hertz Counter, but Hertz added taxes, etc. For a total of 217.55 or a $52.31 increase/32% addition. Nothing in LMT's terms indicates that the total paid does not include all taxes and fees. Car was picked up at appropriate location and at correct time. I compared LMT price to other discount prices that included taxes and fees. I tried calling the customer service phone number while at the Hertz counter but was left on hold/queue for over ten minutes so I just took the car and paid the higher rate. I carefully read the terms applicable to rental cars on LMT website and there was nothing to indicate that the quote stated as above was anything other than the total amount to be charged.
I promptly emailed with details. I promptly received an email response asking for copies of the documentation. I immediately emailed the documents (pdfs) and received an email promising that my case would be investigated and that I would receive a prompt response. Despite repeated email inquiries I have never received that prompt response. Frustrated, three weeks after filing my complaint and providing documentation, I called their customer service (that's a joke) telephone number and waited on hold for over a half hour. The unhelpful individual put me on hold (again) and finally came back and told me that my complaint had been denied because somewhere buried on their website there was a statement that fees, taxes, etc aren't included. I asked if I would receive any written response and was told I would. Another week later, I have received nothing.
Their business model has the customer pay the actual vendor. Hertz did nothing wrong so I have no basis for challenging my credit card payment.
Bottom line: The Last Minute Travel confirmation specifically read: Total Cost: 165.14 Your credit card will be charged by Hertz Counter Hiding some disclaimer that isn't even in the car rental terms that I did read is far from a disclosure.in fact, it is worse than no disclosure as LMT went out of its way to create a false impression of the transaction.
Theses are the online published terms: Rental Vehicles
All rentals of vehicles through the Site are subject to the Suppliers terms and requests for specific features (i.E. Vehicle type) are not guaranteed by Operator or Supplier. A valid drivers license and credit card is required at the time of pick up of the vehicle. The drivers license and credit card must be in the name of the individual that reserved the vehicle for his/her use. Debit cards may not be accepted by Supplier. Age restrictions apply to rental of a vehicle. Unless stated otherwise, you must be 21 years of age to rent a vehicle from Suppliers. Rates quoted are based upon dates and times provided at the time of reservation, and rates may change depending upon actual time of pick up or drop off of the vehicle.
The website does not disclose anything at all about the company. But through online research starting with the URL registration and then Florida Dept of Corporations, I found the following corporate information:
Detail by Entity Name Foreign Profit Corporation TRAVEL HOLDINGS, INC. Filing Information
Document Number F05000000042 FEI/EIN Number XXXXXXXXX Date Filed 12/27
State: DE Status ACTIVE 05/09
Principal Address 220 EAST CENTRAL PARKWAY SUITE 4000 ALTAMONTE SPRINGS FL 32701 Changed 05/09 Mailing Address 220 EAST CENTRAL PARKWAY SUITE 4000 ALTAMONTE SPRINGS FL 32701 Officer/Director Detail Name & Address Title DO ARGOV, URI CEO.
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