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“Will never use these again”

written by Katie85 on 03/08/2015

Booked a car hire with these back in March for our holiday in Spain in July. However, issues with our flight to Spain meant we had to arrive a day later in Murcia rather than Valencia. It all seemed so easy to rearrange on the phone, the new documents that arrived stated that 72 euros extra were chargable - no dispute with this as they had gone to the effort to rearrange things.

Once the hire ended and everything was ticked to say it was returned in the same condition, we found we had been charged 100 euros extra. We had been charged 52 euros for not filling the car to full - the Murcia branch simply told us we did not need to fill up, no "did you want this?", no "this will cost you to do this," so we were mis-sold this. The other 48 euros was for additional driver hire. Even when sent the original hire confirmation saying we had an offer of free additional driver, the rep I have been emailing in Spain trying to resolve this says this must be an error from the broker and still won't refund the charges!

Enterprise in the UK are very unhelpful, saying that Spain need to sort it out. The person I have been dealing with in Spain does not have the best English and I have trouble making him understand what it is I am after. He repeats the argument that I signed the terms and conditions (in Spanish) therefore I agreed to these charges. They won't accept that even if the broker made an error, it is Enterprise who charged me the extra 48 euros.

I have asked my credit card issuer to look into this. It looks like we will have to lump the fuel charges, but they are looking into the additional driver costs on my behalf. Hope something comes of it.

Lesson learnt - whilst you can expect things to be straight forward when it comes to customer service and being informed of charges in the UK, companies abroad may take a more relaxed view on mis-selling goods and it is more difficult to resolve issues. But I don't expect to deal with Enterprise in the UK after this experience.

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