motorholme.com - avoid these idiots

Compo1_2

We run a motorhome hire company and in my opinion charges added after the event are wrong. If he states in his pricing that insurance is included then he has no right to charge extra. The insurance company we use are the biggest provider of self drive hire policies in the UK - I do not have to contact them unless a potential customer has over 6 points on his licence - even then there is no extra charge. It usually mean an increase in the security deposit of £250. Sorry to say that this does not sound like a terribly scrupulous company. IMHO he should not charge you the £85 - ask to see the evidence from his insurance company that he is being charged extra due to the risk that you pose.
Goodluck

[quote=[Deleted User];53989211]Got a quote for motorhome hire of £850. Paid a deposit of £250 on my credit card and filled out an insurance questionnaire at the time. Then didn't hear anything.

I emailed them recently because the final payment is due and discovered an insurance premium charge of an additional £85 on the account. I asked them about this and they said it was because I was high risk (no idea why they didnt tell me this).

I'm 44 years old, been driving 25 years, no points, live in Wales, and have had one accident in last five years.

Been reading review on the company and it seems they have a habit of scamming people with these extra charges. I dont think anyone ever gets away with no surcharge and its just a con to add more charges once they've got the desposit off you.

Where do I stand legally if I cancel and want my £250 back? I know its in the t+c's that they can charge a surcharge but surely they cant take the deposit then sneak the charge in later without telling you (or giving you opportunity to cancel)? Seems like they think they can charge what they like.[/QUOTE]

arcon5

[quote=[Deleted User];53993467]It does mention the charge for high risk drivers. Since I'd filled in the form and heard nothing I assumed I was OK. Of course, they had planned to just charge me without telling me.

Exactly, they seem to think they can add charges and because you've paid a deposit they can hold you at ransom.[/QUOTE]

Does the contract also give an indication of what they define as "high risk" as the term high risk alone is very ambiguous to say the least.

What does the contract say about cancellation?

[Deleted User]

arcon5 wrote: »

Does the contract also give an indication of what they define as "high risk" as the term high risk alone is very ambiguous to say the least.

What does the contract say about cancellation?

Contract mentions age of driver (I'm 44), length of time driving (24 years), points on licence (nil), medical conditions (none), risky occupation (I work in an office!), high risk postcode (I live in rural wales), and accidents (I've had one).

So, only thing stopping me getting what I would say is 100% perfect is one accident! I would put money that no-one gets away without a surcharge!

But even then, I would expect them to let me know if there was a surcharge and give me chance to cancel due to changes in price. Not carry on ahead and plan to charge my credit card without telling me.




According to contract - No refund of deposit :-(

[Deleted User]

Compo1 wrote: »

We run a motorhome hire company and in my opinion charges added after the event are wrong. If he states in his pricing that insurance is included then he has no right to charge extra. The insurance company we use are the biggest provider of self drive hire policies in the UK - I do not have to contact them unless a potential customer has over 6 points on his licence - even then there is no extra charge. It usually mean an increase in the security deposit of £250. Sorry to say that this does not sound like a terribly scrupulous company. IMHO he should not charge you the £85 - ask to see the evidence from his insurance company that he is being charged extra due to the risk that you pose.
Goodluck

Exactly. Its a con pure and simple. I sent the insurance form in the day of the booking (About 2 months ago) and they've not said a word.

Like I said, only because I asked for a statement did I see it. Otherwise they would have just taken it from my credit card.

Im 44 years old, been driving 24 years, 0 points, 1 accident in 5 years, live in wales (low insurance). I think what they do is quote a low price knowing that they can then hike up the extras later and get away with it.

Some interesting links here as well:-
http://www.reviewcentre.com/reviews232503.html
http://www.guardian.co.uk/money/2012/mar/09/motorholme-terms-and-conditions

squeaky

Threads merged.

[Deleted User]

Got some legal advice now (from which legal).

Seems they are in breach of contract because they did not provide me with timely notification of the additional charges.

Heres the bit on their own insurance form that I filled in:-
If an insurance surcharge is applicable, it will be notified and must be paid 72 hours prior to the hire commencing. We are unable to provide insurance cover unless the insurance surcharge has been paid.

It says 'will be notified' but they havent 6 weeks later so I think I've got them.

Legal advice says I can sue for damages if I see fit but I might just go for my deposit back..

bod1467

[quote=[Deleted User];54039717]If an insurance surcharge is applicable, it will be notified and must be paid 72 hours prior to the hire commencing.[/QUOTE]

Highlighted section ... where were you in respect of the 72 hours prior to hire commencing when you tried to cancel? All that infers to me is that they must inform you and receive the payment no later than 72 hours prior. It doesn't say the need to inform you weeks in advance.

[Deleted User]

bod1467 wrote: »

Highlighted section ... where were you in respect of the 72 hours prior to hire commencing when you tried to cancel? All that infers to me is that they must inform you and receive the payment no later than 72 hours prior. It doesn't say the need to inform you weeks in advance.

Hmmm. Debatable of course....

Booking was made 6 weeks ago, as was insurance form provided. Having taken legal advice the consensus seems to be they have a duty to provide details of additional costs (over and above what was quoted) within a reasonable period of time. The above statement is vague (deliberately so IMHO) but its reasonable to assume that it means they will notify as soon as is reasonable. This is the legal advice I have had.

Also, the issue of whether this charge is valid is another point. A 'reasonable' person would assume in my case, that no surcharge was payable especially since they were not informed. Said company cannot add unreasonable charges onto the original price with justification which, in this case, is very very slim indeed. Again legal advice received.

And of course, even if it says in black and white, we will charge you any charges as we see fit and dont even have to tell you, then the unfair contracts issue comes into play.

Current situation is I've asked them to cancel. If the omission of this information was a error (I suspect its deliberate) then I will let it go if they refund the deposit. If they dont, I will escalate.

In reality, a section 75 or chargeback on my credit card is probably the way to go in the first instance.

[Deleted User]

UPDATE

They've offered to waive the insurance premium now (after I pointed out the breach of contract and threatened to escalate if I didn't get a refund).Makes me wonder again how legitimate the original charge was if its now been waived.

To be perfectly honest, I'm still not going to go ahead. They've tried it on, got caught, and are now backing down expecting me to trust them. Its like someone stealing your car, getting caught, but then not getting prosecuted because they gave it back. Life doesnt work like that.

Like I said, reviews seem to point to the fact that I'm not the first to experience this sort of behaviour.

Advised them that the initial breach still stands, and that I wish to proceed with cancellation and refund of deposit.

real1314

It'd be good if you reported them to trading standards. If they got into gear they could investigate and ask the hire company to prove that they had genuine extra costs on which the excess charge was levied.

If they didn't, they could have committed an offence under the fraud act - obtaining financial gain by deception. :cool: