Unfriendly & against customer interest

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414Palmer's review of Drivalia Car Rental - www.drivalia.com

★☆☆☆☆

“Unfriendly and against customer interest ”

Written on: 14/09/2017 by 414Palmer (1 review written)

Unfortunately we were not treated friendly and have been offered service against our interest.
The car we received already had 22! known damages. Especially critical: the doorlock was broken.
Further on the tires turned out to be really down and dangerous because of punctures all over the front tires.
Getting them to change to car for a safe car with regular tires was a real struggle including an assistance that they send to pick up the car without delivering a replacement.
And we had to pay the assistance too!
Unfortunately never again in Palma.

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Drivalia_Car_Rental's Comment

Written on: 16/11/2017

Dear Customer,

We are sorry that you were unhappy with the service you received. If a client takes one of our low cost packages which don´t include full coverage then we do provide a comprehensive damage report so that every defect on the body of the car is noted ensuring that the client is not responsible for anything that didn´t happen during their rental period.

As we list all damages over 10mm for the clients´peace of mind, the list can appear like the car has a lot of damages even when actually the car is in very good condition with just minor imperfections listed.

All of our cars will have completely safe and working locks and if a lock is damaged and does not work then it would be replaced prior to renting the car. However sometimes cars sustain cosmetic damage to the outer part of the lock from someone either putting the key in badly or from somone attempting to break in to the car. This is recorded as "damage to the lock", again so that the client is not held responsible but is never more than cosmetic damage.

We would never rent a car with "punctures all over the tyres". We check all tyres between rentals for condition and safety.

The level of assistance cover provided does depend on the package purchased. For example, our Ultimate all-inclusive package has complete roadside assistance and replacement car included. Other packages may not include this. It is very important to check what you have included when you make the booking.

We are sorry if you feel unhappy with the service provided and would welcome your comments by email to our customer care team if you would like us to look into your issues closer.

Kind regards
The Drivalia Team

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