Car hire company have charged me for damaged windscreen?!

hoarp001_2

Hi Everyone,

I hired a car for two days about a month ago from a large Europcar depot at Heathrow Airport.

When I came to return the car, the returns area was empty and just a few more confused hire customers standing around, waiting for a member of the hire company to come and check the car over, which is what usually happens. After a few minuets, a man in a hivis vest with a clipboard appeared, and he told us that the computers were down, and he could not check the car back in. He said to leave the car, and they would send the paperwork onto us. Both myself and one other hire customer left it at that.

Three weeks later, and my deposit I paid has not been refunded to my account. I rang up Europcar today, and I was told that I had cracked the windscreen of the vehicle and I was being charged the repair.

I think that a cracked windscreen has to be one of the most obvious problems to the driver of the car, and this damage was absolutely not on the car when it was dropped off.

I dont know where I stand now. I was told by a Europcar official to leave the car, so I did. I did not do a walkaround with a Europcar inspector, as there were none avilable. The car was very obviously not damaged and was sitting in the official Europcar drop off zone, so it seemed pretty clear that no more damage could be done to the car.

I have now been charged my deposit (£300) to repair damage that either never happened at all, or was caused by someone else.


Where do I stand now? Any advice would be great.


Thanks,


Pete.

NickWarren_2

Did you pay the deposit on a credit or debit card?

If it was on a credit card then I would suggest opening a dispute with the credit card company.

hoarp001_2

No, I paid on debit card...

lawrie28

Ask them for a copy of the repair invoice for the new screen. Normally less than £300.

Ask them to show you evidence of the damaged screen - i.e. photo of it.

Ask them for proof that it was damaged at the time you returned it - ask them if they hired it again before they fixed it.

I would dispute this heavily, and I used to work for a car hire firm.
it should be up to them to prove the damage, not you to prove it was not.

Do you have your origional paperwork? ask them if so careful when check yo uinto the car, why not so careful getting it back.

Keep on complaining until you get your money back.

Pew_Pew_Pew_Lasers!

hoarp001 wrote: »

Hi Everyone,

I hired a car for two days about a month ago from a large Europcar depot at Heathrow Airport.

When I came to return the car, the returns area was empty and just a few more confused hire customers standing around, waiting for a member of the hire company to come and check the car over, which is what usually happens. After a few minuets, a man in a hivis vest with a clipboard appeared, and he told us that the computers were down, and he could not check the car back in. He said to leave the car, and they would send the paperwork onto us. Both myself and one other hire customer left it at that.

Three weeks later, and my deposit I paid has not been refunded to my account. I rang up Europcar today, and I was told that I had cracked the windscreen of the vehicle and I was being charged the repair.

I think that a cracked windscreen has to be one of the most obvious problems to the driver of the car, and this damage was absolutely not on the car when it was dropped off.

I dont know where I stand now. I was told by a Europcar official to leave the car, so I did. I did not do a walkaround with a Europcar inspector, as there were none avilable. The car was very obviously not damaged and was sitting in the official Europcar drop off zone, so it seemed pretty clear that no more damage could be done to the car.

I have now been charged my deposit (£300) to repair damage that either never happened at all, or was caused by someone else.


Where do I stand now? Any advice would be great.


Thanks,


Pete.

!!!!!!!!. It is the responsibility of the hire company to check the vehicle at the instant it is returned. They did not do this.

They cannot prove that you cracked the windscreen. They have absolutely no right to your money. For all you know, the windscreen may have been cracked at a later date.

I suggest you write them a strongly-worded (and signed-for) letter to this effect. If they do not refund your deposit, go to the small claims court. Don't bother with the telephone, or emails - a letter is the best route. Make sure you keep a copy of the letter, and the receipt from the post office, for your court appearance.

The onus is entirely upon them to prove that you damaged their car. This is why they have forms which you are required to sign when you return the car. They didn't do this, and therefore are swinging in the wind.

Premier_2

hoarp001 wrote: »

...After a few minuets, a man in a hivis vest with a clipboard appeared, and he told us that the computers were down, and he could not check the car back in....

The car doesn't need to be checked in. All you needed was his mark on your copy of the rental agreement agreeing there was no damage to the vehicle when you returned it.

Without that, you're screwed...

jessieros

We hired a Europcar car in Nice at the end of August for one week, having taken out an excess insurance via the website on which we made our booking.
When we took the car, there was damage which was noted on our contract. However, when we returned it, we noticed that the top of the bonnet had been keyed.
Europcar told us we would get a repair bill within 5 weeks, which we could then submit to the insurers
Nothing arrived, and four weeks later the sum of £289 was deducted from our bank account.
All attempts at getting a repair bill (phone calls, emails, faxes to both Nice and UK head office) have failed and, of course, this means we can't get a refund via the insurance.
We are pretty sure that no repairs have been carried out and that the car has just been sold on at the end of the season but what can we do?
Does anyone know if we can make a County Court claim in the UK even though the renting office is in France?
Desperate to get this sorted and any suggestions would be very gratefully received

Inactive

I am convinced that Europcar are the worst hire car company for pulling this one.

They tried to charge me for a missing wheel trim, I did fortunately take a photo of both sides of the car on it's return, showing 4 wheel trims in situ.

Enfieldian

I think most hire companies see this a part of their normal revenue stream.

I always found it amazing how little time they have to spend checking the car over with you on collection and how much more they have on its return.

kento_2

lawrie28 wrote: »

Ask them for a copy of the repair invoice for the new screen. Normally less than £300.

Ask them to show you evidence of the damaged screen - i.e. photo of it.

Ask them for proof that it was damaged at the time you returned it - ask them if they hired it again before they fixed it.

I would dispute this heavily, and I used to work for a car hire firm.
it should be up to them to prove the damage, not you to prove it was not.

Do you have your original paperwork? ask them if so careful when check you into the car, why not so careful getting it back.

Keep on complaining until you get your money back.

Also ask them when car daamge report was checked back-in, this should identify if there was the computer fault claimed at the time and how long your car was stood before being inspected because it could have been damaged after you returned it.

C_Mababejive

I have had bead dealings with Europcar. apart from the issues discussed here,there is the pay in advance for fuel scam which they operate. As far as im concerned,they are rubbish and i will not use them again.