Billed for insurance that was presented as optional

I rented a Dollar car at Frankfurt airport through Auto Europe. When I made the reservation, Auto Europe immediately charged me $213, and I received a voucher for the sixday rental. On the first page of the voucher, highlighted in blue were the words: “INSURANCE OPTIONAL.”

After a 14-hour flight from California to Germany, I arrived at the Dollar counter in Frankfurt, which was closed. A sign directed me to the Hertz counter next to it. I presented my voucher, but a Hertz employee told me that I could not rent the car without purchasing a collision-damage waiver (CDW) and theft insurance from Hertz.

Initially, I refused because the Chase Sapphire Visa card I use to pay for rental covers CDW and theft worldwide. But Hertz would not rent me the car. I told them I had rented cars all over the world, from South Africa to Costa Rica, without problems, but they did not budge. I was forced to accept the insurance.

I could not walk away because I had already prepaid for the rental. The extra insurance cost 246 euros and the theft protection cost 106 euros. After taxes, that came to $510 on top of the initial rental charge.

I’ve asked Hertz and Auto Europe for a refund, but they won’t budge. Can you help?

— Silvia Restelli, San Jose, Calif.

appears you’re in an online chat with Auto Europe. In one memorable exchange with Hertz, a representative declares, “Silvia, we are showing that the CDW and TP are mandatory in Germany unless you have a letter from your insurance company stating that rental cars in Germany are covered. Did you have this letter? All reservations with Dollar/Thrifty in Germany have this requirement.”

You ask why the requirement wasn’t disclosed. Then Hertz says, “The charges are valid.” Your reaction is priceless: “Am I talking to a bot?” It wouldn’t surprise me if you were. If Dollar, which is owned by Hertz, requires insurance and theft protection for its vehicles — and it’s well within its rights to do so — then it must say so.

Upfront. Quoting $213 but charging $723 is wrong.

I publish the names, numbers and email addresses for the Hertz and Dollar customer-service executives on my consumer-advocacy site: www.elliott.org/company -contacts/hertz/. I also have the contact information for the Auto Europe executive contacts: www.elliott.org/company -contacts/auto-europe/.

I contacted Auto Europe about your case. The company agreed to refund your insurance charges.