Abusive practices by some car rental companies

MADRID – In cooperation with the British consumer organization Which?, one of Spain’s several similar organizations, Organización de Consumidores y Usuarios (better known by the acronym OCU), put together a campaign to denounce practices by part of the car rental business that are not in line with current legislation. The campaign was launched in mid-June, in time for the tourist season, these business peak time in Spain. One of these, according to OCU, is that some Rent-a-Cars oblige the customer to buy a full tank of petrol, without giving any details as to its price in the original offer, neither from the company nor in the final rental contract itself. Some of them who do show this detail charge for petrol at well over the market price.

In 2012, it was Which? who alerted us about a 2012 report that said that this practice was being carried out in various parts of Europe but warned that it was widespread in Spain, where more cases than elsewhere had been detected. Richard Lloyd, who heads Which? said at the time that there could be products that could ruin your holiday, such as finding when releasing the vehicle back to the company, you are being charged for a full tank of petrol, without offering the option of not accepting the clause. “We want this abusive practice stopped,” said Lloyd, “and for people to know what they will be charged at the end of the contract.

Both consumer organisations will be asking the Spanish consumer authorities to protect consumers from these unjust clauses. “[And] we are communicating our concerns with the British Competition authorities, too,” he added.

It is hoped that Spain investigates and punishes those companies practicing illegally, according OCU spokesperson, Ileana Izverniceanu in a recent statement. A recent OCU survey reported that the practices still continue in Spain to the consequent damage to the country’s tourism industry. In 30% of the car rental centres studied, the full/empty clause was applied, while 18% of them did not reimburse the client for petrol they hadn’t used.

What is particularly serious, says OCU, is that the customers are obliged to pay for an unsolicited additional service, and are not allowed to cancel the reservation once it is made, unless they are willing to forego the deposit given.

OCU points out that this practice goes against legislation aimed at the defence of consumers and users, as it contravenes the right to information. The organization has therefore presented a denuncia  about the practice to the Spanish Consumer, Food Safety and Nutrition Agency, to properly investigate the situation and put an end to it.

(Original source: OCU)