Car Rental Nightmare: Urgent advice needed - Edited version

zizu73

Apologies for long text but advice much appreciated.

The issue:
- Paid £270 for 3 days from local company – to get to a wedding
- £750 cash deposit – as I just received driving licence recently – told their card machine not working
- not ready on agreed time (9am) – more than 2 hours delayed – caused huge stress to get on time, were delayed for the ceremony - jump started, filthy, sat nav wouldn’t charge
- discovered car faulty :
- no hand break – lied to me (told me it was a switch like button, only when driving and having to park did i see it was no such thing.
- breaks when used made serious grating noises
- doesn’t always lock – security issues
- Cigarette lighter non existent therefore could not charge sat nav
- Sat nav & car seat charged per day
- Gas tank empty


Because of above issues decided to return the car earlier as I was also told that I would liable if break in despite reporting the faulty locking system
I have asked the company:
- to refund the third day (£90) as i retuned the car earlier because of the above mentioned issues and especially the faulty lock system
- for the sat nav as couldn’t use it as wouldn’t/couldn’t charge
- to get back deposit back in full as car given back in same spec, apart from having half a tank of fuel


The company told me:
- no refund possible as we chose to return the car earlier – disregarding the faulty lock system and the safety issues. They tried to shift the blame onto my two year daughter.
- no refund on sat nav as i took it with me even if I couldn’t use it as could not charge it.
- have to wait for 28 days to get my cash deposit back as they want to make sure that all well with the car and wait if any parking tickets will come to them. There is nothing about 28 days in the signed contract & terms and conditions but i was told when taking the car that it could take up to 28 days to receive it back

I am worried now not only that this company will not refund me part of the money back but also try to find out some faults etc. to get some money from my deposit.

My question:
I need to know where I stand legally. They are not a member of the BVRLA. Is there any public body/organisation which i can report them to/get advice? Any other advice greatly appreciated.

muckybutt

zizu73 wrote: »

My question:
I need to know where I stand legally. They are not a member of the BVRLA. Is there any public body/organisation which i can report them to/get advice? Any other advice greatly appreciated.

I would be on the phone first thing tomorrow morning to your local council trading standards.

If theres nothing in the rental agreement saying they keep a deposit for 28days after return of vehicle then what they have done is unlawful - no point asking plod as they wont be bothered as it a civil matter.

Personally i'd never trust a hire firm not a member of the bvrla.

gpc273

What sort of car was it?

Sgt_Pepper_2

How come you did not notice the petrol and handbrake as soon as yet got in and the brakes when you first used them?

The car should have gone straight back if it was that bad and not have been driven for two days.

fluffymuffy

Check your household insurance for legal cover. This is a useful add-on that you might have. Also if you are a member of a union or trade organisation you probably have legal insurance as a member benefit.

zizu73

It was a Vauxhall Zafira 2007 which imo should be put on a bonfire!! Had I not had my cousin's wedding to go to in Surrey and promised 3 people for a lift I'd have walked, but the hire was arranged the day before so very last minute and would not have found anything via another firm. I honoured my side of the contract, they messed up! But have also been kicking myself since Friday and am absolutely livid at their casual approach and saying I should have taken them on their offer of a refund upon my dissatisfaction with the vehicle.

Is it even legal hiring out a car without a handbrake? I must admit although a new driver, it is not an excuse for thinking a switch would be the handbrake! It did !!!!!! all. The car even rolled backwards like a manual and as I get to grips with cars that is not what an automatic does i would think. And even on parts of the I did not even need to put my foot on the gas as it quite happily rolled and rolled and rolled!!

Thanks muckybutt, will be on the blower on monday first thing and see what they have to say. Now its all about my deposit, let them keep the hire charge but don't want any of their games which i anticipate will come with abundance. They had no problem blaming my two year old for messing with the locking system and she could barely climb into the care without help! Sorry have to go Kick myself !!!

Sgt_Pepper_2

Some cars do have a switch for the handbrake but not the Zafira. It's between the two seats.

How bad were the brakes?

Sgt_Pepper_2

Why didn't you use the second power point to charge the SatNav?

zizu73

The brakes worked, but needed to pressed a little too firmly and the noise that came out was grating.

I checked pics for the 2007 model and yes its not a button switch. The middle bit (shaped a bit like a u) that was meant to house the handbrake was not there. We have taken pics ourselves and will be emailing them to Trading standards.

zizu73

Didn't know there was a second power point, the supervisor didn't mention anything either and she managed to charge the sat nav using another car whilst we were doing the paperwork. She said it would last for the three days if i didn't use it continuously. It barely lasted half a mile!!! Have to go kick myself again!!!

Sgt_Pepper_2

zizu73 wrote: »

The brakes worked, but needed to pressed a little too firmly and the noise that came out was grating.

I checked pics for the 2007 model and yes its not a button switch. The middle bit (shaped a bit like a u) that was meant to house the handbrake was not there. We have taken pics ourselves and will be emailing them to Trading standards.

Post the picture so we can have a look.