Old car & £82 for a tank of fuel

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Guest's review of Economy Car Hire - www.economycarhire.com

“Old car and £82 for a tank of fuel”

Written on: 01/08/2013

I recently completed hire with Hiper in Mallorca, booked through Economy Car Hire.

Firstly, we had to wander around the airport for 30 minutes looking for Hiper, who were supposed to meet us on arrival. Eventually, an hour after our flight landed a Hiper Bus arrived to take us to their depot. There was no designated slot for Hiper and so we walked the length of around 50 parked mini buses looking for their Van. We had been told by Economy Car Hire that the car would be 1 - 2 years old. This is unlikely; it had 55,000km on the clock and was scratched all over; the worst hire car I've ever had. I booked the car as it included roadside assistance and breakdown. I forgot to ask for details, but surely they should have been given as standard. I understand hire car companies take a credit card number should there be any damage. However, I've never been charged then credited back for this before. So I've had to pay 600 euros on my credit card which will now be credited back on my next statement. Finally, I understood the fuel policy when booking the car ...but £82 for a tank of petrol for a VW Golf seems a bit steep! in short, ok but definitely not great. Will go back to Auto-Europe in future.

  • JULY

    Date of hire (month/year)

  • Palma

    Country & City of hire

  • Average

    Condition of vehicle

  • Customer Service

  • Value For Money

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Economy Car Hire's Comment

Written on: 02/08/2013

Hello,

Thank you for taking the time to leave feedback regarding your recent rental.

We are sorry to hear of your disappointment with the vehicle you received on this occasion.

As you will appreciate, it is difficult for us to rectify issues such as this retrospectively; had we have been contacted at the time, either by telephone or email, we would have liaised with the supplier on your behalf to ensure an alternative vehicle was provided to you. We certainly never expect our customers to continue with a vehicle they are unhappy with.

With regards to the damage, as our rates include zero excess vehicles can be more susceptible to superficial damage. In the current climate, vehicles may be not repaired as often as they have been in the past, particularly during the midst of the high season. Certainly we can understand your frustration with regards to this however and we would like to offer our sincere apologies for the inconvenience caused.

As a future recommendation, we suggest you check your vehicle before driving away (lights, indicators, all tyres including the spare wheel, etc.). If you are not completely satisfied with any part of the vehicle, this is the time to say so and, if necessary, ask for an alternative vehicle. Alternatively you could have called us and we would have liaised with the supplier on your behalf.

We offer an out of hours service to ensure we are always contactable. A member of our team is available 24 hours a day, seven days a week. If a customer telephones, firstly, you will be advised of our office hours, then the option of a leaving a message is provided and thirdly the option to hold onto the line and be transferred to a member of staff for immediate assistance.

We do understand that it is not always possible to check the vehicle upon collection but you could also contact the supplier or Economy Car Hire during your rental period.

When collecting the vehicle, the supplier will authorise a refundable security deposit on the main driver’s credit card. We always advise our customers of this in advance at quotation stage, during the booking process and on your prepaid car hire voucher. The security deposit is usually not debited; it will be pre-authorised on the main driver’s credit card as a safe guard for the supplier to ensure that the vehicle is returned at the end of the rental, as well as to cover any speeding or parking fines during the rental.

With regards to the collection procedure, we would like to apologise on behalf of the supplier for the delay you experienced upon arrival. We do request your arrival flight number during the booking process which is passed onto the supplier so they are able to monitor the arrival of your flight and meet you at the specified time. Unfortunately however, it seems that there was some confusion on this occasion. Please rest assured that we will pass this feedback onto the supplier in question.

We do hope despite your disappointment on this occasion, we may be of assistance to you again in the future. For your reference, we work with a variety of suppliers in Palma and as a returning customer, you are able to log in to your account and choose your preferred supplier.

Kind regards,

Economy Car Hire

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