OK Car Hire Madrid

SalarySlave

Hi all.

I had a poor experience with this rental company. Actually I had several poor experiences such as queuing and waiting for over 2 hours but I want to concentrate on the late car return.

12 day car rental 180.35 euro
3 hours late return 168.68 euro (40 Euro fine + 128.68 euro 1 day rental fee)

So I admit i was late back, and I am not challenging that at all.
However the late return fee of 168.34 euro seems unreasonable to me for being 3 hours late when the entire rental cost only 180,28 euro.

I have called the company, they say they cannot deal with complaints on the phone, and these must be dealt with through email.
I have facebooked the company, they say they cannot deal with complaints on the phone, and these must be dealt with through email.
I have emailed the company several times, but have had no reply.

I have contacted my Credit card company who said they cannot take up the case as I admit I was late and agree that I should pay a fine. The will only dispute whole amounts, not partial amounts.
Does anyone have any advice for me? I had reserved myself to taking the hit now, but it seems unfair that they should be charging me or anyone these huge fines

PeacefulWaters

Does anyone have any advice for me?

Get the car back on time in future.

SalarySlave

Sound advice PeacefulWaters.
Just an update after a series of emails, all of which went unanswered, I got a refund to my credit card for the full 168.68 euro. Strange that they did not reply but I am happy to receive the money back.

bagand96

From their T&C's:

The rental days shall be calculated for 24-hour periods starting from the exact time on which the Renter has picked up the rented Vehicle (hereinafter, Check-Out) and until the return of the Vehicle (hereinafter, Check-In), its keys and its documentation to the Rental Company, OK RENT A CAR granting a grace period of 60 minutes from the date and time of the Vehicle Check-In stated in the Agreement.

In the event that the aforementioned period is not fulfilled, the Lessor will be authorised to collect the rental amount from conclusion of the contract until the Vehicle is returned, according to the Valid General Rate established on the website or at the Lessor’s facilities, the mileage, damage and a penalty for economic damage caused which will amount to €40 due to delay, and this amount will be added each day, from the date the Check-In had been made on, until return or recovery and preparation of the Vehicle

I'm assuming that you agreed to the T&C's before they gave you the car. They give a grace period of 60 minutes and after that you pay, seems fair enough.

The additional daily rate would be their published rate, which I imagine very few, if anyone ever actually pay as these companies work on huge discounting of "rack rate". A bit like a hotel that publishes a rate at the reception, or sometimes in the rooms. Nobody ever really pays that.

Anyway, seems you got a resolution which is very good of them.