ORLANDO, Fla. – A Central Florida’s car rental company is under scrutiny after a U.K. tourist, and others raised concerns about unexpected charges and withheld deposits.
Chris Rowlands, who has visited Central Florida since he was five, said his recent rental experience left him frustrated. “I believe this is an unethical practice,” he said.
Rowlands booked a compact car through VIP Cars with Otoq Car Rental, according to a reservation receipt provided to News 6
His reservation showed a cost of $115.85 and a refundable security deposit of $1,104.
But when he received his bill, the charges exceeded $1,000 - far more than the initial rental cost.
“There was no breakdown of any additional charges,” Rowlands explained. “All that was explained to me by the clerk was that this was a security deposit that I was putting my chip and pinning for, not that I was agreeing to pay extra charges.”
When News 6 contacted Sonic Car Rental, the company said Rowlands’ reservation was with Otoq Car Rental, which previously operated at the same location but has since moved.
However, Rowlands’ receipt and bank statement both show charges from Sonic Car Rental totaling about $1,100.
The company declined to provide further comment or an interview.
Rowlands hopes to raise awareness to prevent others from falling victim to similar practices.
“I want to raise awareness of this so that other people don’t fall victim to, how I have fallen victim to this, and how other people previously have been subject to unethical practices by this company.”
Online reviews reveal a pattern of complaints against the company, including accusations of bait-and-switch tactics and withheld security deposits.
Ericka Urdaneta, Executive Vice President of the Better Business Bureau of Central Florida, confirmed the company has an F rating with six complaints, some similar to Rowlands’.
“Some consumers have reported that they have given a deposit of $1,000 and that deposit has not been returned to them,” she said.
The BBB advises customers to book directly with rental companies whenever possible, as third-party bookings may not disclose all fees or policies.
Consumer tips for avoiding hidden fees and deposit issues with car rentals.
Book directly with the rental company: Third-party sites may not always have full information about fees or policies. Booking directly can help you avoid surprises.
Read the rental agreement carefully: Before signing, review all terms and conditions, including fees, deposits, and refund policies.
Ask for a detailed breakdown of charges: Request clarification on what the security deposit covers and any potential extra fees.
Keep all documentation: Save your reservation confirmation, rental agreement, receipts, and bank statements in case you need to dispute charges.
Inspect the vehicle before and after rental: Document any existing damage with photos or videos to avoid being charged for it later.
Use a credit card for payment: Credit cards often provide better fraud protection and dispute options than debit cards.
Check the Better Business Bureau rating: Look up the rental company’s BBB profile to see if there are complaints or warnings.