What are my rights if I don't go through with car hire?

HeadAboveWater

We hired a car through easyCar for our holiday in June.
We had a few issues when we turned up at Green Motion for the car in regards to ID, car availability, cars in the parking lot damaged, deposit, and Google reviews!
Gut instinct kicked in.
In the end we did not take a car and walked away.
The car hire company sent me through a confirmation email whilst we were there to say we did not take the car, but was unable to refund me my costs as he was an agent and it was originally booked through easyCar. 
I was unable to contact easyCar at the time as no phone number on their site, and was finally able to email them that afternoon.
I am aware of easyCars cancellation policy, however are there any rights for me to be able to get my money back?
I'm currently going through Resolver and have the case escalated, but now they're looking for credit card statements and available funds which I feel is very personal!!!
Am I fighting a losing battle?

eskbanker

HeadAboveWater said:

We had a few issues when we turned up at Green Motion for the car in regards to ID, car availability, cars in the parking lot damaged, deposit, and Google reviews!
Gut instinct kicked in.
In the end we did not take a car and walked away.

[...]

I am aware of easyCars cancellation policy, however are there any rights for me to be able to get my money back?

Were any of these issues relevant in terms of the cancellation policy, i.e. are you asserting that the supplier was in breach of contract in some way?

onashoestring

What were the issues regarding ID ? 

HeadAboveWater

Cancellation policy allowed up to 24hrs before collection.
They had 3 cars in the carpark, none of which was the car we'd booked for. And one of which was badly damaged. 
Driving licence was used as address ID, plus it allowed for photographic ID, although staff member said I needed additional ID as well.
He also said it needed to be valid for more than two years. I've been driving for 20+ years. I got married last year so had to change my name on the license.

brianposter

The first thing you need to do is go through the Terms and Conditions for Easycar and Green Motion carefully. The driving licence condition may well be in there but we need to know exactly what it says.

Which was the most suitable car available and how close was it to the car that you had booked ?

elsien

And what do easycar’s t&c say about what you need to have with you when you collect the car? 

onashoestring

Green motion require drivers to have 2+ years experience- which is different to having a physical ID that was issued 2+ years ago .

On the reverse of your drivers licence it will show the date you passed your test.

Seems that the agent misunderstood their own requirements. 

Providing you had all the other ID they require - DVLA check code  , your passport &  and a credit card in main driver’s name with available credit up to excess liability (and the credit card must NOT expire within 2 months of the hire return date) - then it should be in your favour . 

If all the above apply then it’s a strong case not that you cancelled - but that despite you having all the required paperwork they wouldn’t  fulfil the contract you had with them and therefore you are due a refund because they breached the contract. 

I

eskbanker

onashoestring said:

If all the above apply then it’s a strong case not that you cancelled - but that despite you having all the required paperwork they wouldn’t  fulfil the contract you had with them and therefore you are due a refund because they breached the contract. 

Perhaps OP will clarify but the impression given in the first post was that it was a conscious decision to walk away rather than being prevented from proceeding by the supplier:

HeadAboveWater said:

We hired a car through easyCar for our holiday in June.
We had a few issues when we turned up at Green Motion for the car in regards to ID, car availability, cars in the parking lot damaged, deposit, and Google reviews!
Gut instinct kicked in.
In the end we did not take a car and walked away.

If the reason for not proceeding was the company refusing the hire because of ID being wrongly declined, then all the rest of the stuff in that post would be irrelevant....

HeadAboveWater

Thanks for the replies.
It did take quite some time to try to sort ID out at the time. Got there eventually.
Credit card valid ok, however was declined.
Too many bad 'signs' for us to be happy with how the transaction was panning out ..... 
Yes, it was a conscious decision to walk away.  We used trains/buses for the duration of our holiday. 

onashoestring

HeadAboveWater said:

Thanks for the replies.
….
Credit card valid ok, however was declined.

Was the credit card in the name of the main driver and did it have available credit up to excess liability and  NOT have an expiry date  within 2 months of the hire return date ? 

These are the requirements of Green motion and in their T&Cs .

macman

They never guarantee the exact make and model you booked. It's always 'or a vehicle of equivalent or better size and spec'.