Abusive fees

Dodgysailor

Dear all,

Last week I came back to Stanstead airport and I had the car at Smart Park Car which is kind of a farm where you drop the car and they take you to the airport in a van. They then park the car in their compounds and when you are back they bring it to the office. I arrived a few days earlier and obviously the car was not there as I did not tell them. Because I arrived early and they had to bring the car to the office they charged me £40. This is not specified anywhere in their Terms and Conditions. The Terms and conditions make reference to cancellations or if you arrive late and they have to store the car for extra days but no mention of early arrivals. I have send a complaint letter but I guess they will not answer. What should be my next step?

born_again

Wait fir them to respond to the letter? 
Did you give them advance warning you were coming back early & what time did you arrive?

DullGreyGuy

A link to their website would be helpful as google produce nothing but a single Yelp entry 

Hoenir

Dodgysailor said:

 I arrived a few days earlier and obviously the car was not there as I did not tell them. 

Did it cross your mind to tell them? Rather than simply turn up and no doubt waste a considerable amount of their staff's time. 

Okell

If you don't use official airport car parks I'm afraid you are simply asking for trouble.

If they won't refund you you will have to sue them.  And if you win you will then have to get the money out of them.

Good luck...

visidigi

Can only assume its Smart Park and Ride, SMG Meet & Greet

https://www.google.com/search?sca_esv=88576adaa55fa00a&sxsrf=AHTn8zq3rjShezT28LMVciy4EAQMFAbQag:1742487339946&si=APYL9bs7Hg2KMLB-4tSoTdxuOx8BdRvHbByC_AuVpNyh0x2KzSDnxjDiCQ-MpOEQrddOCrka_-w1Izd5uTkxtieMKNbzWUL089NVxx3ACO8-mLv9EtHLg-GBtN6MUCtWYexV6TuIzmzjuEul9KNGaDD3uVZbqj_koAaVNUAIZU9GQd-nnuCedu0%3D&q=Smart+Park+and+Ride,+SMG+Meet+%26+Greet+Reviews&sa=X&ved=2ahUKEwjog7GXh5mMAxX4VEEAHRBiHf4Q0bkNegQIIRAE&biw=1920&bih=919&dpr=1

I wish you luck...because if it is them then these terms  https://www.stanstedmeetandgreetparking.co.uk/terms there's a whole page of reasons you shouldn't have even thought of booking with them in the first place.

They clamp you car if you're late. £250 release fee.
They charge you a £50 admin fee if you chargeback.
No scratches under 6in or dents up to 3in diameter will be considered damage.

etc etc etc

In a word, diabolical.

Oh and in the terms is this, italic my own.

If the Customer's return flight is delayed, cancelled or altered in any way they must inform us. This communication must be received as soon as possible. If a customer fails to inform us of a delay or alteration to their return time the Company will not accept liability for any additional costs incurred by the customer. A minimum rebooking / administration fee of £40.00 is chargeable for any alterations e.g. early or late returns. 

cw8825

It is in the t&C

terms found here
https://www.stanstedmeetandgreetparking.co.uk/terms

If the Customer's return flight is delayed, cancelled or altered in any way they must inform us. This communication must be received as soon as possible. If a customer fails to inform us of a delay or alteration to their return time the Company will not accept liability for any additional costs incurred by the customer. A minimum rebooking / administration fee of £40.00 is chargeable for any alterations e.g. early or late returns. The minimum £40.00 charge may be reduced by 50% at the company's discretion. Any additional overstay days will be charged at the standard daily rate for storage of £25.00 per day. All overstay charges and re-bookings fees must be paid in CASH only, upon return of the vehicle. A customer's vehicle will be held until such time as any outstanding payment is made in CASH. A customer cannot make an additional booking to cover any overstay days unless written agreement is made by the Company, no less than 48 hours prior to the customer's original booked return date. All bookings must be completed by signing the return documentation before a new booking can commence, unless prior written agreement has been made with the Company.

MeteredOut

Dodgysailor said:

Dear all,

Last week I came back to Stanstead airport and I had the car at Smart Park Car which is kind of a farm where you drop the car and they take you to the airport in a van. They then park the car in their compounds and when you are back they bring it to the office. I arrived a few days earlier and obviously the car was not there as I did not tell them. Because I arrived early and they had to bring the car to the office they charged me £40. This is not specified anywhere in their Terms and Conditions. The Terms and conditions make reference to cancellations or if you arrive late and they have to store the car for extra days but no mention of early arrivals. I have send a complaint letter but I guess they will not answer. What should be my next step?

Did they inform you of the charge before they returned the car to you, or was it a surprise charge against your card afterwards?

If they did inform you, and you agreed, i can't see you having any right to complain - you entered into a new contract with them at that point.

I actually don't see this an an abusive fee - returning the car outside of the agreed return date meant they had to provide a different service, but if not in the T&Cs, you should have been given the option to accept or not.

EDIT: I see below it was in the T&Cs.

DullGreyGuy

visidigi said:

Can only assume its Smart Park and Ride, SMG Meet & Greet

https://www.google.com/search?sca_esv=88576adaa55fa00a&sxsrf=AHTn8zq3rjShezT28LMVciy4EAQMFAbQag:1742487339946&si=APYL9bs7Hg2KMLB-4tSoTdxuOx8BdRvHbByC_AuVpNyh0x2KzSDnxjDiCQ-MpOEQrddOCrka_-w1Izd5uTkxtieMKNbzWUL089NVxx3ACO8-mLv9EtHLg-GBtN6MUCtWYexV6TuIzmzjuEul9KNGaDD3uVZbqj_koAaVNUAIZU9GQd-nnuCedu0%3D&q=Smart+Park+and+Ride,+SMG+Meet+%26+Greet+Reviews&sa=X&ved=2ahUKEwjog7GXh5mMAxX4VEEAHRBiHf4Q0bkNegQIIRAE&biw=1920&bih=919&dpr=1

I wish you luck...

Did you mean https://stanstedmeetandgreetparking.co.uk/terms?

In which case it does state there is a £40 fee for making any changes to a booking 

A minimum rebooking / administration fee of £40.00 is chargeable for any alterations e.g. early or late returns

Aylesbury_Duck

How much cheaper than official Stansted parking was it?

Okell

Aylesbury_Duck said:

How much cheaper than official Stansted parking was it?

More than £40 if the OP is lucky...

(And to be fair it probably was cheaper but I wouldn't risk anything other than official parking.)