If you've ever reserved a rental car, only to arrive at the counter and be told your confirmed vehicle is “no longer available,” you're not alone—and you're not imagining things. It’s a frustrating, all-too-common experience that consumer advocate Dale Cardwell recently encountered firsthand. What was supposed to be a smooth trip to a wedding in North Carolina turned into a masterclass in corporate upselling and customer inconvenience.
So, what do you do when your reservation isn’t really a reservation? And how can you protect yourself from surprise charges, bait-and-switch tactics, and unnecessary stress at the rental counter?
Let’s dig in.
“We Have Your Reservation… Just Not Your Car”
Dale had done everything right. He booked a rental car in advance through Dollar Rental Car and received multiple confirmation emails. Even better, the company invited him to complete his paperwork online and skip the counter entirely. Convenient, right?
Not so fast.
When he landed in Durham, took the shuttle to the lot, and pulled up the website, he was told the reserved car was no longer available. After several confirmations, the car was gone. As Jerry Seinfeld once joked, “You know how to take the reservation—you just don’t know how to hold the reservation. And that’s really the most important part.”
Instead of honoring the deal, Dollar offered Dale two options:
- Pay $1 more per day for a mid-size upgrade.
- Pay $22 more per day for an SUV.
Neither felt fair or appealing. And they weren’t supposed to be necessary—after all, he had a confirmed booking.
The EV “Upgrade” That Nearly Cost More
After waiting in line, Dale was told he’d been assigned an electric vehicle. That might sound like an upgrade—until you learn the car wasn’t fully charged.
Worse? It was his responsibility to find a charging station. And if he returned the EV with less than half a charge, he’d be hit with an extra $32 fee. If he preferred a gasoline-powered car instead? That’d also cost $32 more.
That’s not just inconvenient. It’s an upsell wrapped in a penalty—and a growing trend in the rental car industry, where companies struggling with vehicle shortages have shifted to maximizing profit per rental through “optional” upgrades and ambiguous pricing.
Insurance Pitches and the Pressure to Say Yes
As expected, Dale was then pitched on Dollar’s premium insurance coverage, despite the fact that his personal insurance already covers rental cars.
This is another common tactic: pushing extra insurance, even when customers don’t need it. According to the Insurance Information Institute, most personal auto policies extend coverage to rental vehicles, especially for domestic travel. Still, many travelers feel unsure and end up double-paying for coverage they already have.
Tip: Before you rent a car, check with your insurance agent to confirm your rental coverage—and make sure to carry proof of insurance when you travel.
How Can You Avoid the Rental Car Runaround?
If you’re traveling soon, here are a few steps to avoid falling into the same trap:
- Screenshot everything. Save all reservation confirmations, rate quotes, and emails. If a company later tries to change the deal, you’ll have evidence.
- Call to confirm. Yes, even after an online confirmation. It helps to verify availability—especially if you're arriving during peak travel periods.
- Know your insurance. Understand what your personal policy or credit card benefits include so you can confidently decline add-on coverage.
- Document the vehicle’s condition and fuel level. Take photos or videos when you pick up and return the car to avoid surprise damage or refueling fees.
- Read the fine print. Some companies bury fees in terms that appear after the reservation is made—particularly with EVs and fuel policies.
And if you're handed an EV with a low battery and no support? That’s not an upgrade—it’s a liability.
A Bigger Problem in the Rental Car Industry?
Rental companies have faced steep losses in recent years, especially during and after the pandemic. Many sold off fleet vehicles to survive. Now, with demand back up and inventory still rebuilding, some seem to be leaning harder into upselling strategies to boost revenue. But as Dale points out, that’s no excuse to mislead or mistreat consumers.
It’s not just about customer service—it’s about trust. And for an industry built on convenience, a broken promise at the pick-up counter can leave a lasting impression.
Have you had a similar rental car experience? Share your story in the comments or contact TrustDALE to learn more about your rights as a consumer. For trusted businesses that stand behind their service—without the games—visit TrustDALE.com.
Because when it comes to your time, money, and sanity… the reservation should mean something.
