Simple Car Hire Extra Charge

oneilld12

I need a bit of advice. I hired a car from Simply Car Hire from Torquay train station. My train was 30 minutes late. I knew this half way into the journey and contacted them by email to tell them, I also had sent over all my paperwork so they have everything they needed to complete the paperwork. When I got there, there was no issue, picked the car up within 15 minutes. I noticed when I got back that I had been charged a £60 late pickup fee.

Aside from being unbelievably mean, I've been through the paperwork and can't see the fee listed in the terms. I also had booked to return it out of hours which comes with a "Out of Hours Fixed Fee at £15", so I don't even know where the £60 has come from.

They haven't responded so I need to know what legal action I can take to recover my costs.

Hoenir

Have you rung them? 

la531983

Have you tried ringing them?

Contact Us | Simple Car & Van Hire

DullGreyGuy

oneilld12 said:

I need a bit of advice. I hired a car from Simply Car Hire from Torquay train station. My train was 30 minutes late. I knew this half way into the journey and contacted them by email to tell them, I also had sent over all my paperwork so they have everything they needed to complete the paperwork. When I got there, there was no issue, picked the car up within 15 minutes. I noticed when I got back that I had been charged a £60 late pickup fee.

Aside from being unbelievably mean, I've been through the paperwork and can't see the fee listed in the terms. I also had booked to return it out of hours which comes with a "Out of Hours Fixed Fee at £15", so I don't even know where the £60 has come from.

They haven't responded so I need to know what legal action I can take to recover my costs.

Why did you email rather than phone? Most businesses you are lucky if its looked at within 24 hours let alone in a couple of hours

The website of that name states that using the site doesnt enter you into a contract for the vehicle hire but that is done at the office with the supplier of the vehicle. So do you have a copy of the rental agreement with them? Was it Hewitt Hire who also run the site or with a third party? 

Ultimately ask them where in the terms the fee is expressed. 

Coupon-mad

If it isn't in the terms get your card company/bank to bounce the £60 back because it isn't in the contract and thus it was unauthorised.

You can also report the trader to the CMA for a practice akin to drip-pricing and/or a misleading omission in the contract. Potentially illegal.