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Lauraluk's review of Helle Hollis

“Dont use them!”

★☆☆☆☆

written by Lauraluk on 22/11/2021

Arrived at the rental car facility to pickup our car with full coverage. An unexpected deposit of 88€ was added to the total for fuel. That’s fine. We returned the car with more than 3/4 of a tank of gas left. Maximum to refuel would be 10€ (total to fill the tank was 50€). Instead we were charged 20€ for a few liters of fuel. Furthermore, when we arrived at the facility in the morning, all lights were off inside with the security gate covering the front entrances. We called the phone number and knocked on the windows, but nobody answered. We parked the car, left the keys in the mailbox, and had to take an Uber to the airport. We were charged 30€ for not properly returning the car, even though nobody would answer.

None of this was communicated to us. We only received 36€ out of the 88€ deposit which led us to call the facility and discover the additional charges.

As of now, they have not attempted to resolve the issue with us. We have not been provided any reference rates for fuel (the amount charged does not reflect the small amount missing from the tank) or reasoning to why nobody was available to accept the car upon return (led to an additional charge and we had to arrange alternative transportation to the airport).

I will not do business with them again and recommend others to think twice about it.

  • 14/11/2021

    Date of hire (month/year)

  • Malaga

    Country & City of hire

  • Average

    Condition of vehicle

  • Average

    Choice of vehicles

  • Customer Service

  • Value For Money

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Hellehollis's Response to Lauraluk's Review

Written on: 23/11/2021

Hi Laura,
We are sorry to hear about your disappointment. We can see that you are publising the same complaint in all reviews platform and we are doing our best to answer you. As mentioned we have looked into your complaint and investigated what has happened. On our website it says clearly that upon arrival you pay for a full tank of fuel and we will refund for any remaining quarter of fuel left. The car you were driving had 45L in the tank and we had to fill in 8L of fuel upon return of the car. You were therefore refunded ¾ of the fuel amount. The amount for a full tank of fuel you paid for upon arrival was 88,50 euros and the refund of fuel was 66,38 euros. (3/4 of tank). From this amount was taken a recovery fee of 30 euros as the car was left outside our office. Our office is open 24 hours and we are staffed all the time. In your contract you indicated to return the car at 8 am in the morning and we were NOT advised that you would return the car early in the morning. For returning the car between 00:00-07:00h. there is a night fee of 20 euros. We have spoken to the staff on duty during that night and we have checked incoming phone calls and we cannot see any lost calls. The staff was working in the reception with administrative work the whole night and by ringing the bell we have outside the office or knocking on the window they would have heard you. The staff did bring a few clients to the airport in the early morning, so perhaps you arrived just at that time when nonone was in the office? In that case there is a number to call next to the bell and it says on a sign please wait until the driver is back again. It is very unfortunate that you should have this experience and can assure you that this is a very rare case. We have many early night and morning returns and have not experienced this problem before, so we are really sorry that you should experience this. We always do our best to give a good car hire experience. We understand that you are not happy about the charges but the car must be returned in person – and in this very rare case, at least let us know where the car key was and where the car was parked. We do agree and apologize that the staff did not inform you in detail that from the fuel refund was taken the recovery fee. As you also mention you did call the following day and was explained in detail about the charges.
We hope that this explains and are sorry to hear about your disappointment. Best regards, Helle Hollis

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