TopCar issues

Grancanariaholidaymaker

Hi there
I’m on holiday in Gran Canaria and looking for some advice, I’ve hired a car through jet2holidays and the company they’ve subcontracted it to is TopCar. When I collected the car they demanded a €900 deposit even though we had purchased extra insurance with jet2 to avoid this. Then when I went to collect the car they said I would receive the handover documents by email. This was on Thursday last week. And I’m still waiting for them. I’ve tried contacting them via phone and online contact forms, but no response.

Any advice would be greatly received on my next move from here

vacheron

Was the extra insurance purchased from Jet2 "Vehicle excess insurance"?

If so, you would still need to pay the hire company the €900 deposit. This is only avoided only if you take up the (usually very overpriced) additional insurance offered by the hire car company themselves. 

The Jet2 insurance would cover any losses resulting from the hire car company retaining some, or all of your €900 deposit upon returning the vehicle and any claim would be repaid directly to you.

Grancanariaholidaymaker

It was a “full protection insurance” that I purchased with jet2.

but my main concern is that I haven’t received any documentation, including the handover document which would have any pre existing damages listed on it. I don’t want to leave it and get back to the airport and they take my €900 deposit that’s been paid.

also with regard to the €900 deposit, usually with a deposit the money is ringfenced on my card but with TopCar they’ve actually taken the money completely out of my account. Surely this is an incorrect practice?