Steven Chan, a consultant from Regina, Saskatchewan, was surprised when he picked up his rental car from ABC Car Rental company at the Calgary airport over Easter weekend. He had reserved a full-size car, but the rental agent told him he could upgrade to a Ford Excursion for an additional $25 a day. She told me it was easy to drive, Mr. Chan reported. But when I saw it, I realized it was hugelike a tank. You could fit a full-size bed inside.

On his trip Mr. Chan managed to scratch the paint and damage the rear-door step. He didnt worry, though. He thought the damage would be covered because he had charged the rental on his American Express card. He knew that the company offered backup car rental insurance coverage. To his dismay, he discovered that its car rental coverage excluded large SUVs. I just assumed theyd cover it, he confessed. He wrote to ABC Car Rental company to complain about not being warned that certain credit cards may not cover damage to large SUVs or luxury cars.

ABC Car Rental company agents always encourage renters to sign up for ABC Car Rental companys own risk product. They dont feel that it is their responsibility to study the policies of customers insurance carriers and explain what may or may not be covered. Moreover, they try to move customers into their rental cars as quickly as possible and avoid lengthy discussions of insurance coverage. Customers who do not purchase insurance are at risk. Mr. Chan does not make any claim against Budget, but he is upset about being pitched to upgrade to the larger SUV, which he didnt really want.

Directions: as a member of the customer care staff at ABC Car Rental company, respond to Mr. Chans complaint. ABC Car Rental company is not going to pay for the SUV repairs, but it does want to salvage his goodwill and future business. Offer him a coupon worth two days free rental of any full-size sedan. Write to Steven Chan, 201548 Hillsdale Street, Regina, SK S32 0A