Customer service reps have been know to give various non-valid answers. It may be partly when a caller does not accurately describe the problem or because the caller is not specific about the problem. It also happens when the rep just isn't familiar with all the policies and special circumstances.
As for rental, my suggestion is to make sure you trust the rental company. A good way to find out about the company is with a phone call. The company should have a published physical business address and phone number. Don't count on PayPal to cover for your lack of research.
PayPal has good buyer protection for physical item not received. Beyond that, much less.
When something doesn't go right with rentals, it's hard to prove fault.
On the other hand, if you use a credit card it's much better. Always pay directly with a credit card. Don't pass your credit card payment though PayPal.
