Ben

Nov 7, 2024

"STEER" CLEAR OF LAVA and NORTHBOUND

I secured a 2023 LAND CRUISER SUV for my family trip to Iceland during the last week of October, 2024. I had three adults and two teenage minors in my party; a total of five persons. I used Northbound.is for this rental trip. When I went to the Northbound.is website for my rental vehicle of interest, I made certain to search for the LARGEST vehicle possible for my trip, knowing that I had five parties and accompanying luggage and personal effects. This trip was largely a road trip, and I foresaw us spending a great deal of time in this vehicle. The Toyota Landcruiser was the largest rental vehicle offered on this website. Additionally, it was a "guaranteed model" rental. Northbound.is apparently subcontracted my rental to Lava Car Rental. The online and email processes, up until the time of my actual trip, were satisfactory in that both companies kept me apprised as to the status of my rental and how to meet with an operator at the airport for shuttle transportation to the Lava Car Rental facility for my rental vehicle. On the date of my travel to Iceland with my family, I had some airline issues and though my flight did arrive late, it still arrived on the same day I had anticipated. "Prince" - with Lava Car Rental - met us at the airport terminal in the shuttle. I recall him immediately pointing out our large group and large of accompanying luggage. He expressed to me his concerns with me fitting everyone and everything into our rental. As we traveled to the rental facility, Prince brought up to me that it was after hours and as such I would be required to pay for an insurance supplement. I wasn't immediately certain what he was talking about - as it was my understanding that Northbound provided insurance for this vehicle AS ADVERTISED ON THEIR WEBSITE. As such, I dismissed this conversation and changed the subject. At the rental car facility, things got really awkward. Prince repeated his assertion that I would be required to purchase the nearly $300 USD insurance supplement because it was after hours. He phrased this as though this insurance supplement would somehow give him a kickback for his late work hours this day. While he didn't say this outright, I couldn't understand why else he would make this assertion and near requirement for me to purchase this insurance supplement; why he would really even care. I mean, he did hand me a slip of paper which provided the legal terms and such associated with this supplemental rental car insurance plan. I tried to decline this, and even asked him what Northbound was offering, insurance-wise, and how this was any different. He did not wish to discuss this matter further and reminded me that I had to pay it because, again, it was after hours. My wife and I were unbelievably perplexed by this; but, being that we were now in a foreign country, that it was late in the evening, and that we had tight plans for this trip that did not permit us to spend any more time here, we decided it best not to argue with Prince and just allowed the last-minute insurance supplement shake down. Hadn't even barely started our trip and our first Iceland encounter is a rental car shakedown for almost $300 USD; so infuriating. To add salt to the wound, after swiping my credit card Prince hands me the keys to my rental car; the keyfob labeled KIA. WHAT??? I ordered a TOYOTA LANDCRUISER. He explained to me that they didn't have any available and was quick to advise me that my rental agreement was for a TOYOTA LANDCRUISER or similar. I asked him what model KIA this was. He told me it was a SORENTO. I looked outside and could see a silver KIA SORENTO parked at the side of the building. I pleaded with Prince that I had five parties in my group and a heaping pile of luggage. I even pointed out to him that the KIA SORENTO was almost the exact size of a nearby parked TOYOTA RAV4. Both of these were mid-sized SUV's which were maxed out at five passengers and had barely any room for five passengers' luggage and personal effects. He told me this was a winter version and was fully equipped for travel on Iceland's roads. We argued for a bit. In our back and forth, I asserted that I could care less as to the vehicle's capabilities or equipment; I needed ROOM for my party on this largely road trip. Prince made it clear that there was no alternative here, and that this vehicle was the only vehicle available to me. With my hands completely tied, my family squeezed into this vehicle like a sardine can. During this trip, I made numerous efforts to contact both Lava Car Rental and Northbound. I entirely got the run around. Lava made no efforts to address my complaints and Northbound played the blame game until both just stopped communicating altogether. DEPLORABLE CUSTOMER SERVICE. Would've rated ZERO STARS if I could. Will be certain to stay with the major brands in the future