Help, overcharge at airport for car insurance

jperkins4

Hi,

I would like to know if anyone else has had a similar problem to me and where I stand with it. I have just got back from holiday in Mallorca, where when taking the car from the airport they placed insurance on my booking without my knowledge and after I verbally refused it. I am now 130 Euros down and cannot get in contact with the company Hertz.

I have called but no manager to speak to, emailed in and emailed the CEO but that was a week ago and still no answer, somebody also said I may be covered through VISA as it's over £100 but not sure if I would be.

Below I have copied the email I sent to Hertz which describes my situation and what I have experienced.

At the moment I feel robbed and will not simply let it go because Hertz aren't getting in contact. If I can't speak to Hertz is there a higher authority I can take this to?

My experience:

The problem started when I signed for the car at the airport, I was verbally asked if I wanted insurance and I declined as I have already paid for it as part of my original booking with ebookers (I can provide evidence of this, I also showed the advisor my booking which clearly showed I had already paid for the damage waiver) the advisor at the time said as part of the rental I needed to provide a credit card for deposit but assured me no money would be coming out as it is only a deposit. All this agreement was in Spanish so having been told that nothing was to be taken out I signed the agreement.

Then on my return I was advised by the check in attendant that I owed 203euros for insurance which I was unaware of and advised to call customer care to dispute it.

I then went to the desk where I took the car from and spoke to the supervisor Jesus C (not sure of his full surname) who assured me there had been an error and would be refunded, at the desk he refunded 70euros for the personal cover and advised me to call care to refund the rest as because it was insurance there had to be a check on whether I had made a claim.

The problem was care was shut until 4pm so I then went past the board in gates and called them at 4.15. To my shock the advisor not only refused this but said that the supervisor wrote instructions saying I wasn't to have any back, this is a complete contradiction to what I was advised at the desk. The error has obviously been acknowledged as he has refunded part of the insurance but not the other.

To top it off I was advised by the person on the phone that my call wasn't important enough for a manager and I should call back on Monday as there is lots of people in the queue so the advisor didn't have time to speak to me.

As you can see this is a very frustrating situation and I am now in the position where I have been charged 130 Euros for something I clearly did not want. Further more I cannot understand why I have been refunded part of it but not the full amount, especially as the part that I haven't been refunded is the part that I already had with ebookers on the original booking.

I want this error sorted ASAP as I am very unhappy at the service I have been given by every person I have dealt with so far.

In the end I have paid more for insurance that I already have than the car hire itself.

Voyager2002

You paid by credit card, so dispute it with your card issuer.