Unhappy with Discount Car and Truck Rental

Recently we rented a small compact car for a three day weekend, to save on gas on a roadtrip we were taking. We had never rented from Discount Auto and Truck rental, we found them to have the "best" prices online by about $5 or so, so we choose them. We booked our rental vehicle from 4:00 pm Friday to 4:00 pm Monday afternoon.

When arriving at the rental location they began hassling us to purchase the insurance. Well we are already covered under our ICBC insurance as well as our credit card. Unfortunately they would not take our word for it and started calling to ask these companies, which I was not comfortable with as that is alot of personal information. Upon calling they said they were experiencing long wait times and that we had to purchase the insurance and upon verification they would "refund" us the insurance portion, so after much grumbling we chose that. They then also tell us we must pay this mandatory fee that would have the insurance deductible go from $1000 to $300, shouldn't this be our choice whether or not to pay a $7.99 per day fee.
Had we not been "picked up" from our home and driven to the location by the company we would have just walked away at this point, but it was getting late in the day and we wanted to head out. No big deal we will get this figured out when we return the car at 4:00 pm Monday.

Unfortunately upon returning the car they attempted to inform us that we were late in returning the car and would have to pay an additional day. Already frusterated with the company and knowing we were going to have difficulty I had prepared. I brought with us everything proving we had the coverage for the insurance and the original email with the reservation times showing clearly pickup was Friday at 4:00 pm and drop off would be Monday at 4:00 pm. The clerk even still continued to argue with us that the price we were given was based upon returning it at 9:00 am, I said well my reservation was showing till 4:00 pm at this rate with no additional day charged. The clerk finally gave in on that regard and honoured the original reservation, which in my opinion should have never been an issue in the first place. The clerk looked over our items showing our proof of insurance and grumbling accepted it.

The clerk then ran the full price of the rental through on the credit card and said oh our head office will do the refund of the insurance! Why he couldn't run the real cost through then boggles my mind. This was several weeks ago and I am still waiting for my $62.68 refund. I have called the customer service line, then sat on hold for 15 to 20 minutes until it said we are experiencing high volume of calls leave a message and we will phone you back. I am also still waiting on a call back.....

In short, do not rent from this company you will be extremely irritated and it will end up costing you an arm and a leg. I have rented from alot of different companies and have never had such a terrible experience.