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“Could have ruined a good holiday”

written by on 02/02/2012

Arrived at the airport and found the rep, with some difficulty. Was directed to leave the building and wait for a bus outside the airport. Collected a car in extremely poor cosmetic condition and discovered that mechanically it was not much better. The clutch failed around 7pm on the second day of a six day break. The mechanic's could not fix the car for me so they took the car away (the mechanic's could not understand a word of English, so beware if you are not a fluent Spanish speaker). Malagacar.com promised to send a taxi to take me to collect a replacement car from their depot (nearly two hours travelling distance). Finally, two taxi's arrived aroun 9.45pm - one to take my four children, aged 13, 9, 7 years and 18mth baby back to our accomodation - ALONE, and one to take me to Malaga to collect a replacement vehicle!!!!!!!! When I tried to contact the offices on all 3 available telephone numbers, no one would answer the phone so even if we had all squashed into the one taxi and travelled illegally back to Malaga, I could not be confident that there would be a car for me to collect. I had to make the decision to return to the accomodation that evening and take up my issues with Malagacar.com the next day. Malagacar.com insisted that I pay for a taxi to Malaga to collect a replacement vehicle, they refused to send a vehicle to me, however they said that they would refund the taxi fare when I returned the vehicle on the final day. On the final day, they denied all knowledge of the offer to refund the taxi charges, and when I insisted on making a complaint they took over 30 minutes to fail to come up with the requested paperwork. Finally I loaded my children and bags into a minibus and insisted that we would not leave without the legal complaint forms. Twice the driver tried to leave without me. Just before we were risking missing our flights, they "found" the required complaint forms, left me to complete them and then signed the wrong boxes, and failed to stamp the papers, so that they were worthless.