Vehicle was fine - beware of fine print & deposit recovery

Unbeatable Hire - www.unbeatablehire.com
★★★★☆
4.1
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Hogan1983's review of Unbeatable Hire - www.unbeatablehire.com

“Vehicle was fine - beware of fine print & deposit recovery”

★★☆☆☆

written by Hogan1983 on 10/04/2016

Hired a Motorhome from Unbeatable Hire in January following purchasing a Groupon offer. The pickup was great, the van was great and the dropoff was fine. Following the hire came the inducement "Fancy £30 worth of complimentary Amazon Gift vouchers? All you have to do to get your £30 Amazon Voucher is post your feedback about your motorhome holiday (providing either a 4* or 5* review) on the website below: " To my mind that's a bribe, which damaged my opinion of the company. I was happy with the experience, but hadn't received the refund of deposit so thought I would hold off any review. In trying to recover my deposit I was told that I would have to wait until close of business 25th March 2016 until they administered the refund. We handed the van back on 31st January. I had received an email before the hire that stated "Your security deposit payment will usually be refunded to the authorised credit card held on file, 14 days after the end of the hire period". I queried this and whilst one might have expected a reputable company to honour such a statement I was told "Unfortunately our terms and conditions were amended on 9th November 2015, so I apologise for you having subsequently been incorrectly informed. As stated in the terms and conditions - "The Security Deposit will be held and refunded upon request after 28 working days after the date of the check-in date of the vehicle. This period of time may be longer in the event of any post hire charges being required to be imposed."" 28 days to most people is 4 weeks, but this company states "working days". Strange.....we dropped the van off on a Sunday, but apparently that is not a working day. Even so, it is more than 28 working days from 31st January to 25th March, so I queried that to be told "The Check-in administration process was completed by the depot administrator on 10th February 2016" Well that was really rich....the electronic process was completed whilst I was there on 31st January! Oh, and they send you an email offering you a credit against a future hire of twice the value of the deposit if you waive the refund, and the refund is apparently not actioned unless you specifically advise them that you don't want to take the offer. So eventually I received my deposit back less £18.84. Why the deduction? "Card Fees: £3.84 plus a refund processing administration fee of £15.00". So.....make up your own mind about this company. I've made up mine and won't be using them again.

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