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★★☆☆☆

“Poor customer service. Unwilling to sort out problems.”

written by Stevesenk on 27/01/2017

Here is a complaint letter, which was ignored by Holiday Autos, as they stated that they are not responsible for their agents misgivings?
I am disputing a payment of $448 Canadian, this was paid under duress, as I was forced into upgrading a hire car as the hire company could not provide the pre-booked and pre-paid for car, and the replacement car offered was unsuitable for our journey. This unsuitability was highlighted and expressed by the representative at the time of collection.
I had also pre-requested a ski rack, as I had skis to transport.
The payment was authorised on 31stDecember 16, and taken on 10th January 2017.
On arrival at the car rental office in Vancouver, we were greeted by a very unhelpful representative, who had no knowledge of any request for a car with a ski rack, when we physically requested a ski rack we were advised that none were available. This was a skiing holiday, and the movement of skis was imperative.
To our horror we were then advised that the car we had originally requested, a Toyota Rav4 (4 wheel drive) had now been changed to a smaller VW, which was not 4WD and the agent advised us that it was totally unsuitable for our proposed journey from Vancouver to Calgary via Whistler and Banff, some 1000 km’s in temperatures as low as -28c on ice and snow covered roads. This was due to its power, size, (4 adults and luggage inc Skis) and it not having 4WD or a ski rack.
I own a Rav4 in the UK and can confirm that it would have been suitable.
We were then advised that no snow tyres were fitted, and the only available vehicle with snow tyres was in fact a much smaller and totally unsuitable saloon vehicle which would not have carried 4 persons, luggage and skis? This is despite our destination being a ski resort, and heavy snow was already falling locally and on route. The delay of 2 hours to argue our point made the start of our journey severely delayed.
He did have a Dodge Journey, this was a 4WD vehicle, it did have a ski rack, but still no snow tyres. We were advised that if snow tyres were needed, they should have been requested, (remember that we requested a ski rack, and got no response, the likelihood of receiving a reply about snow tyres was minimal). We were then advised that an extra $448 was required to rent the Dodge, plus the price of a full tank of fuel costing another $100. We felt that we had no option than to pay the extra $448, however we vehemently argued about the fuel payment. We showed the agent our contract, and he refused to honour it, stating that it was wrong? We insisted that he contact the booking company,  he spoke to a representative. After a long discussion, and a further call to the owner of his franchise, the extra fuel fee was waivered, under protest. We were then asked to sign further paperwork, and offered breakdown cover, which would not have been covered by the rental agreement, despite being on the agreement, this came with a further payment, however we declined this, as it should have been covered, surely?
We did reach our destination after a 13 hour drive, in road conditions which were made even more frightening due to the knowledge that no snow tyres were fitted, and we were not covered for breakdown, despite our destination clearly visible to the car rental company as a snow and ski resort. I put this down to my skill as a driver; however my passengers were noticeably frightened and concerned throughout.
It must me noted that the date of the pickup was 31st December, and we had no chance of making our journey without being press-ganged into paying for an upgrade that surely was not necessary as the pre-ordered and pre-paid Toyota Rav 4WD would have sufficed.
I know this for sure as I own a Toyota Rav 4WD, and know its suitability

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