limo hire problem

bright_side

My daughter wanted to hire a hummer for her 21st birthday. She had a particular colour in mind and found a company online that showed images of the exact one she wanted. This site was obviously acting as an agent for other companies, so I knew I would be paying extra for it.

I tried to find other companies with the same hummer and although I did find one locally, it didn't have the £10k lighting upgrade that the other one had which showed lights above the windscreen and beneath the doors.

When I called to book it I asked them to confirm that the car I was hiring had these lights and was told that indeed it did - what I saw in the picture was what I would get, so I paid the deposit this morning and was sent my confrimation email which stated which company was actually supplying the vehicle.

This turned out to be the company that I had found online, whose images of the car did not show the lighting upgrade, so I called said company and they confirmed that their vehicle does not have the outside lights.

I have phoned to complain and have twice been promised a return call when they have looked into the problem, but they have not yet contacted me.

I have found this in their online terms and conditions

The Company or Licensee reserves the right to change the specification of the Vehicle at any time, provided that where the replacement Vehicle is of a lesser value or specification, an appropriate adjustment is made in favour of the Hirer. The Company or Licensee undertakes to use its best endeavours to ensure that the Vehicle booked is the one provided for the Hire.

However I'm not sure this applies when it changes on the same day!!

Please could anyone offer me any advice on this - ideally I would like my deposit back!!!

thanks in advance x

paddyrg

You wanted x, you phoned to check it had x, you paid for x, so if they can't deliver x, you want your money back. But first give them the opportunity to provide x for you, or you will have to cancel as you only booked with them as they promised x (per their website)

bright_side

I have been informed by the company in question that 'I was told the vehicle I was hiring would not include the lights'. They are lying, they don't record their phonecalls, so I cannot ask for a transcript. I have spoken to trading standards, but I'm not sure I will get anywhere by persuing this. It's basically their word against mine

aheaton46

Since you ordered over the phone, and the 'service' hasn't started yet (ie you haven't actually had the limo hire) I believe you have the right to cancel under the distance selling regulations. You have 7 working days from placing the booking to cancel, so may have to act quickly. Do you have an email address for them - email immediately to let them know you wish to cancel under the DSRs and are entitled to a full refund.

OlliesDad

aheaton46 wrote: »

Since you ordered over the phone, and the 'service' hasn't started yet (ie you haven't actually had the limo hire) I believe you have the right to cancel under the distance selling regulations. You have 7 working days from placing the booking to cancel, so may have to act quickly. Do you have an email address for them - email immediately to let them know you wish to cancel under the DSRs and are entitled to a full refund.

DSR's do not cover transport. I think it would have to be disputed due to "not as described"