written by maisie01 on 29/07/2015
I booked a car hire to be collected at Malaga airport with Marbesol - a very reasonable rate - in fact so reasonable I called you twice to seek assurance that this was the total amount I'd have to pay.
I arrived at the airport to find out that my Axa insurance wasn't fully comprehensive as I had requested from Holiday Autos when I took it out. I was then informed that I had two choices:
pay 95 Euro and a £1500 deposit and stick with Axa's non-comprehensive insurance ie take a risk
or pay 150Euro and take the local car hire fully comprehensive insurance.
I wanted fully comp (as I had always wanted) so had no choice but felt very aggrieved. I was told by the local car hire that I had just paid an agents fee and that the 95 euro was their rental charge and that the extra 55 euro was for the insurance.
I had no choice but to take option 2.
I then returned and submitted my complaint and nothing happened. Yesterday I chased it up (well over two weeks after submitting the complaint). Today I called again. I spoke to an incredibly rude woman who refused to hear my explanation. Instead she said that by taking out the insurance I had changed the basis of the contract and that, if I had not made this change, I would have been refunded 95 euro which was payment for a full tank of petrol, but that because I changed the contract this was no longer possible.
I mean really! do they just make up the rules as they go along!!
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