Car rental ordeal ends with a release of cash

Eric Lai

SPECIAL TO THE STAR

EDITOR'S NOTE: Titan Car Rentals Ltd. of Cape Town, South Africa, is not connected in any way with Titans Car & Truck Rentals of Richmond Hill, Ont.

Q: I rented a van from Titans Car & Truck Rentals in Richmond Hill last December. A month later, they charged my Visa for $1,102 and $1,138.

When I called, they acknowledged these charges were in error and said they'd refund the money. I never received a credit and further contact with them was unhelpful.

I then disputed the charges with Visa. After two months, they said Titans faxed them copies of two cheques they claim were sent to me.

Titans says the cheques were cashed but refuse to provide documentation as evidence of this, and I have no way to disprove this.

Multiple phone calls to both Titans and Visa have been futile. Visa states that once they've received "proof" the merchant has reimbursed me, they are not legally obligated to help further. They say to take it to small claims court.

Can you help me?

Raymond Chan, Richmond Hill

A: Your Beef first contacted Titans about this case on May 2. On May 19, company spokesperson Mo Ally advised the overcharges had been rectified by a $1,138 Visa credit and a $1,102 refund cheque.

Chan then checked his Visa account online. He says neither a credit nor any cheque was ever received. He adds: "They told TD Visa previously that I had cashed two refund cheques that were allegedly sent to me. I received copies of such documentation from TD; one of the cheques isn't even signed and is (clearly) invalid."

Subsequent to Your Beef's intervention and Titans' reply, Visa agreed to reopen its investigation into this matter.

Two days later, Titans advised Your Beef that all outstanding amounts were returned in full on Chan's Visa – which he confirms.

As an aside, during this investigation Your Beef located a similar $2,000 overcharge and missing refund cheque tale posted online at my3cents.com naming this company. Titans was questioned about this but no response was received.

In general, to protect yourself when renting a vehicle, accompany staff on the pre-rental inspection. Verify mileage and fuel level stated are correct, and ensure that a company official details and signs off on any existing damage, no matter how minor. Include measurements of any scratches or dents and check that all hub caps are present.

If you must return a vehicle outside of business hours, video or photograph the dash showing mileage and fuel level, the interior showing it's clean, and all sides showing there's no damage, other than previously noted. If possible, include an outside time reference in your photos (such as an airport clock) or do a continuous video ending with the key being dropped in the return slot. Keep your receipt for fuel.

If an attendant is present, have him or her sign off on all the above noted points. Keep your copy of the return receipt.

Got a beef about something? Write to Eric Lai at wheels@thestar.ca.

Letters may be edited. Letter volume prevents personal replies.

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