Cheated ou of money by car rental firm

gonthemicrobe

Hi all, new to forums

I live abroad but recently visited the UK for a fortnight. I hired a car from the Glasgow Airport office of Right Cars (a company based in Hove) and returned it as planned. The representative checked for damage with a UV light, found none, then drove me in the same car from the depot to the airport terminal.

When my 350 pounds deposit didn't arrive back in my account, I contacted the firm only to be told that they discovered some damage on the bumper the next day that they'd missed during the check, so not only were they keeping my 350 pounds, but they wanted another 12 on top.

As one of their representatives had actually used the vehicle inbetween the time they signed off the vehicle as being damage-free and the time the alleged damage was discovered, I cannot see how the company could have assumed me responsible. I feel I have been the victim of quite blatant theft or fraud.

Is there anything I can do? The company didn't give me any paperwork when I returned the car, but I plan on doing a Visa Chargeback through my card to get the money. Not sure if it will work though.

I'd also like to report the company to Trading Standards, any other suggestions for suitable bodies to contact would be welcome.

gonthemicrobe

PS sorry for bad grammar and error in the title. Writing on a phone!

custardy

gonthemicrobe wrote: »

Hi all, new to forums

I live abroad but recently visited the UK for a fortnight. I hired a car from the Glasgow Airport office of Right Cars (a company based in Hove) and returned it as planned. The representative checked for damage with a UV light, found none, then drove me in the same car from the depot to the airport terminal.

When my 350 pounds deposit didn't arrive back in my account, I contacted the firm only to be told that they discovered some damage on the bumper the next day that they'd missed during the check, so not only were they keeping my 350 pounds, but they wanted another 12 on top.

As one of their representatives had actually used the vehicle inbetween the time they signed off the vehicle as being damage-free and the time the alleged damage was discovered, I cannot see how the company could have assumed me responsible. I feel I have been the victim of quite blatant theft or fraud.

Is there anything I can do? The company didn't give me any paperwork when I returned the car, but I plan on doing a Visa Chargeback through my card to get the money. Not sure if it will work though.

I'd also like to report the company to Trading Standards, any other suggestions for suitable bodies to contact would be welcome.

did they give you paperwork to support this?

Chopper_Read

custardy wrote: »

did they give you paperwork to support this?

It says they weren't given any paperwork.

BJV

I would get your credit or debit card company involved asap. It would be an open and shut case if you had paper work but if in doubt the card company will always or should always side with the customer.

Don't forget that equally as they did not give you paperwork to show that the car was free of damage they did not give you any to show it was damaged.

They therefore can not prove either. Good Luck

Tilt

I have worked in the rental industry and hired cars myself. I have never known a customer walking away from a rental with no paperwork. The rental agreement is 'closed' upon return of the car and/or after all the checks have been done. Once that has happened, the car then is no longer the customer's responsibility.

My advice would be to ask for a copy of the agreement. It may of been altered.

gonthemicrobe

Yeah can't believe I didn't make a point of asking for paperwork myself I was more or less asking them to steal from me in that situation. I wash in a rush to catch a plane though so was a bit flustered and would have been out of pocket a lot more had I missed the flight!

I've got an email conversation recorded where they admit that the car seemed ok upon return but unless I can get them to admit in writing (or email) that they signed it off before changing their mind there's no real proof either way. I suppose that even if there was paperwork there, the company could just deny having driven me to the airport in the car anyway as there's no proof of that I cam think of.

Hopefully the card company will side with me. In the meantime apart from Trading Standards, who else can I report these cowboys to?

Cheers for all the replies!

angel00079

I think that it depends on the company when returning a car. Some go over it with a fine tooth comb when you are there and others suggest that you just hand over keys without checking it together. We have been given cars when scratches and dents weren't on the paperwork until I asked for them to be add before taking the car. So may be it works the other way.

I know you have said that they did not give you any paperwork but did you sign anything. I know that it could be altered but I would request a copy of any paperwork. If they have said there didn't seem to be any damage and they went over it with light etc that suggests that ok when you left it with them.

gonthemicrobe

Thanks again for all the replies.

Tried to do a Visa Chargeback but they said that as I had authorised the debit of deposit money at the start of the rental, it was now between me and the company, regardless of how the company behaved later.


I got Trading Standards onto them and the excuse they gave was that it was dark when I returned the vehicle and they couldn't be expected to fully check for damage in poor light. I don't believe this to be an excuse as investing 5 pounds in a decent torch would sort this problem. There's no mention of special rules for night returns in their T&Cs either.

The manager also admitted to TS that one of their staff members had used the car in between me returning it and the "damage" being discovered, but said he trusted that this employee had not damaged the car so wouldn't give me my money back.

After sending me a borderline abusive email (full to the brim with spelling errors) they've agreed to send out pictures and repair receipts, but I don't see what difference that makes. If one of their staff members used the car after me then I can't see how they've a leg to stand on. It will be interesting to see these photos of the "damage" that they missed first time round.

I take it small claims is my only option left? It's perhaps not even possible as I don't live in the UK at the moment. I'm looking into BBC Watchdog as well but that's a long shot I guess.

As a side note, some further research of the company website has uncovered just how shifty they are. I doubt this can strengthen my case but I'll still advise all readers to beware of small car rental firms with offers that look to good to be true!

Tilt

Pictures/repair receipts are meaningless and prove nothing. They will not show that the damage was done while the car was hired to you. As I said in my previous post, you should ask for a copy of the rental agreement (the final, 'closed' copy). This is a legal document and once it has been closed off, you can no longer be responsible for the vehicle.

Simple really.

gonthemicrobe

They've agreed to send that but whether or not it's been altered and whether or not they try to wriggle out of sending remains ro be seen!

As they admitted to trading standards they did sign it off however, I don't see them altering it. Fingers crossed.