Car Target Group/Vehicle Rent

AmberR

I'm in the same boat, waiting for my money since September, 90 days has passed on the 20th Dec 2019 and nothing. Sent numerous email and no reply.

Rowena_S

I've been having the same problem and wondered if anyone has managed to get their refund yet?

Sebastianpol

I still got no refund since October and I don’t think I will or anybody will. Sad, but true. I haven’t seen anyone on Trustpilost saying, I’ve got my money back!

Ugo57

Hi, I am in your same situation. They promised me the payment within 90 days. Now they have passed but they no longer reply to my emails. Why don't we report them together with the European consumer organizations? Maybe we get something. Greetings.

pabster

I finally managed to get the payment, just over 6 months late.

What I did was Tweet @VehicleRent that they hadn't paid me and no responses for months. They asked me to provide them with details over private message, which I did. I then go nothing from them. Previous to the tweet I had contacted the European Consumer Centre, which was suggested by a user on this thread (thanks for that). They took many months to respond but gave me some valuable info. I then tweeted @VehcileRent again that I had a response from the European Consumer Centre and that I would be taking further action with them and the Solvenian Consumer Centre. A few days later I received a response Tweet that payment would be made in a few days.

I hope this helps everyone.

Ugo57

Hi Pubst, I am very happy for you. Could you better specify your path to all of us, also providing us with the addresses you have addressed? If I understand correctly you turned to Veichle rent and not to Cartarget group ...
Thank you. Ugo

Ugo57

Sorry Pabster, but I traslated with google and is a very bad translation but I hope you understand the meaning. Regards

pabster

I emailed eccnet-uk@ec.europa.eu, which are the European Consumer Centre stating the following:
"In June I hired a car via Vehicle-rent/Car Target Group and took out the Full Excess Insurance.
The car hire was via Centauro.

After the rental there was about 500 euro worth of damage to the car which I paid to Centauro. I contacted Vehicle-rent which accepted my claim and state they would pay me back within 90 days.

After 80 days of non-payment I contacted the company via phone, as I wasn't getting responses to emails. They stated to wait until the 90 day period was over.

I has now been almost 140 days since the claim was accepted, and after just under 10 emails and 3 or 4 calls, I still haven't received the money back.

The responses I get are apologies from the company and that they are verifying the case with the accounting department.

Any help or advice would be greatly appreciated."

I received an email from them stating:
"Thank you for your enquiry to the European Consumer Centre.



Please accept our sincere apologies for the delay in responding to you, this has been caused by extraordinary workload experienced by this service recently.



From the information that you have provided so far, we have established that you are in dispute with the Slovenian-based car hire broker. We understand this to be regarding the delay in payment of the compensation agreed under their damage excess refund policy, following the claim you made with them. We gather from your email that the payment was agreed and promised to be made within 90 days, but this deadline was not met. You asked the company for an update, to which they replied that they would investigate, but we are not aware of any conclusive reply received up to the point of you writing to us.



Based on the information provided, we can advise you that the company should provide their service within reasonable time, as well as per their own Terms and Conditions. If this is not the case, you may be in position to argue that the company is in breach of your agreement and ask them to correct the problem.



If you paid this company with a credit card, you may wish to contact your card issuer to try disputing this as a breach of contract. In such cases, your credit card company may be considered to have the same liability as the company, as per the Section 75 of the Consumer Credit Act 1974.



If you still need our assistance with this dispute, please continue reading this email.



The next step in handling your complaint is to refer your case to the European Consumer Centre in the country where the trader is based. When we send a complaint to another centre within the European Consumer Centre Network, our colleagues will first assess your claim and then, where appropriate, attempt to contact the trader on your behalf. The business will be informed of your complaint, what rights you, as a consumer have and what laws apply. The company will be asked to provide a solution to your complaint."

On twitter I then sent this to @VehicleRent:
"@VehicleRent
It has been 5 months and I've still not received my Super Excess Refund of 490 Euros. I've emailed your customer services team over 10 times and phoned them 4 times and each time get the same generic response that my claim has been escalated."

They asked me for my order number, which I sent them via private message on Twitter. I then received no further responses.

I followed up with a response stating:
"It has been 6 months now with no refund of my 490 euro claim. I've had response from the European Consumer Centre who has confirmed you are in breach of contract. They will be referring me to the Slovenian Consumer Centre for further action."

They then sent me a message that my payment would be sent to me the following Monday.

I hope this helps.

Northerner_in_London

98 days for me, so time to start trying to wring blood from the stone.  Thanks for the pointers Pabster.

plisko

I've had a similar issue with this company.

Back in October I booked a rental car through them, with Alamo. A couple of weeks later (just before I was due to travel) they emailed me saying that Alamo had no availability of the car so the order was cancelled, but they took the liberty to book the same class of car at the same airport - the only difference being that I would now have to pay at the airport (having previously paid in advance) - they said the online payment would be refunded. 

I didn't trust them so I cancelled that, made my own alternative arrangements, and got on with my trip. They assured me that the original refund had been made and it would just take a few days to appear in my bank account. As I was busy with the trip, and I'm not brilliant at tracking my accounts, I assumed the refund had gone through and forgot about it.

Tonight, while going through my expenses from the trip, I realised that there is no trace in my account of that money ever being refunded. I've contacted them by email so I'll see if they reply, but I'll probably have to start looking at my options beyond that. 

I can't believe a company can behave like this and still continue to operate.