Warning: Do Not Purchase Insurance from This Company – It's Not Valid Everywhere
I rented a car for the dates 07/09/2019 to 14/09/2019 under booking number B72947935, with payment processed on 04/09/2019. The total cost, including car insurance, came to 233.78 EUR. However, upon arrival in Montreal to pick up the vehicle from "Routes Car Rental", I was informed that the insurance purchased through your platform was not valid in Quebec, Canada. This meant I was unable to collect the car without purchasing their insurance (receipt attached). I filed a complaint, as it is misleading to sell insurance that cannot be used. The response I received simply quoted your Terms & Conditions: “10.4.3. If you cancel your Full Coverage policy less than 24 hours prior to your scheduled pick-up time or after you’ve picked your car up, you won’t receive a refund. There will be no refund if the Full Coverage option was not removed in accordance with the cancellation policy." While I understand policies are in place, there was no clear or easy way to cancel the insurance. More importantly, if you know the service you're offering isn't valid in certain regions, why sell it at all? This feels like a scam, and it has left me incredibly frustrated.