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  • FIRST POST
    • AndySofa
    • By AndySofa 15th Aug 19, 12:05 PM
    • 5Posts
    • 0Thanks
    AndySofa
    0 WOW
    Rentalcars.com unfair no show fee
    • #1
    • 15th Aug 19, 12:05 PM
    0 WOW
    Rentalcars.com unfair no show fee 15th Aug 19 at 12:05 PM
    Hi

    Due to a delayed Eurostar train I missed my pickup time for a car I had booked through rentalcars.com for two weeks in France at a price of 410. I tried to get through to them on the morning of the pickup many times on the phone with no success. I was on hold for more than half an hour whilst trying to navigate my way around Paris. I also asked my dad to contact them. He was on hold for over 45 mins with no success. I also tried tweeting them - they responded a day later. They are told me that I couldn't have a refund or have the car that I paid for as I was a no show. I don't believe this to be reasonable as I did try to contact them on multiple occasions and have evidence of this. I raised a case with them but got a generic response back from their customer services team regarding there T&Cs.

    Any advice on how I should proceed next would be much appreciated. I was thinking about maybe claiming a chargeback through the credit card company that I made the booking on (not sure whether this is the correct mechanism or whether to use section 75).

    Many Thanks

    Andy
Page 1
    • TELLIT01
    • By TELLIT01 15th Aug 19, 12:11 PM
    • 6,782 Posts
    • 7,443 Thanks
    TELLIT01
    • #2
    • 15th Aug 19, 12:11 PM
    • #2
    • 15th Aug 19, 12:11 PM
    You could try chargeback through the credit card, but if you failed to comply with the t&c's it would appear that the car rental company has acted correctly. They aren't psychic and couldn't know you were trying to get through to them.
    • AndySofa
    • By AndySofa 15th Aug 19, 12:29 PM
    • 5 Posts
    • 0 Thanks
    AndySofa
    • #3
    • 15th Aug 19, 12:29 PM
    • #3
    • 15th Aug 19, 12:29 PM
    Thanks for your reply. I will give the chargeback a go. I just cannot believe that they can charge me 410 and then say I couldn't have the car for the rest of the period that I had booked it for. It would not cost them anything for me to have it one day less than booked.

    Whilst I agree that they're not psychic, what was I supposed to do if I couldn't get through to them. I believe that I made every reasonable effort to do so before the pickup time.
    • shaun from Africa
    • By shaun from Africa 15th Aug 19, 12:36 PM
    • 11,032 Posts
    • 12,505 Thanks
    shaun from Africa
    • #4
    • 15th Aug 19, 12:36 PM
    • #4
    • 15th Aug 19, 12:36 PM
    When you contact your credit card issuer about a chargeback/Section 75 claim, make sure that you point out that you fully complied with Rentalcar's T&C's regarding the late pick up:

    If you are unable to pick the car up at the agreed time and date, it is essential you contact us as soon as possible. If you do not, there is no guarantee that the car will still be available and you will not be entitled to any refund.
    https://www.rentalcars.com/TermsAndConditions.do

    You did speak to them as soon as you possibly could and if they couldn't or wouldn't answer the telephone any earlier then there was nothing else that you could have done to make them aware of what was happening.
    • AndySofa
    • By AndySofa 15th Aug 19, 12:52 PM
    • 5 Posts
    • 0 Thanks
    AndySofa
    • #5
    • 15th Aug 19, 12:52 PM
    • #5
    • 15th Aug 19, 12:52 PM
    Thanks I that's really helpful. I hadn't focused in on those words in the T&Cs
    • EveryWhere
    • By EveryWhere 15th Aug 19, 1:03 PM
    • 2,266 Posts
    • 1,140 Thanks
    EveryWhere
    • #6
    • 15th Aug 19, 1:03 PM
    • #6
    • 15th Aug 19, 1:03 PM
    Just out of interest, did you also try to contact the car rental company or just rentalcars.com?
    • AndySofa
    • By AndySofa 15th Aug 19, 1:08 PM
    • 5 Posts
    • 0 Thanks
    AndySofa
    • #7
    • 15th Aug 19, 1:08 PM
    • #7
    • 15th Aug 19, 1:08 PM
    Rentalcars.com is who I tried to contact as advised through their app
    • EveryWhere
    • By EveryWhere 15th Aug 19, 1:13 PM
    • 2,266 Posts
    • 1,140 Thanks
    EveryWhere
    • #8
    • 15th Aug 19, 1:13 PM
    • #8
    • 15th Aug 19, 1:13 PM
    Rentalcars.com is who I tried to contact as advised through their app
    Originally posted by AndySofa
    A shame that you didn't try to contact the car rental company itself, as they may have been able to hold the car for you. I am sure even if they had levied a fee, of say 30 euros, that you would have accepted that, rather than the inconvenience losing the whole thing.
    Rentalcars would simply have done the same thing. Contacted the outlet to let them know you would be late. You could have done that yourself.
    • bagand96
    • By bagand96 15th Aug 19, 2:49 PM
    • 3,032 Posts
    • 1,941 Thanks
    bagand96
    • #9
    • 15th Aug 19, 2:49 PM
    • #9
    • 15th Aug 19, 2:49 PM
    I agree with the posts above about contacting the rental office. Rental cars.com are just an agent and dont rent any cars out. If youd called the rental company office directly I expect youd have been able to speak to them in a timely manner and been able to get some practical help. I appreciate its of no use now though - but hindsight is 20/20.

    Good luck with your chargeback or section 75 claim. Rentalcars.com are obviously sticking to their T&Cs so it will all depend on how your bank view the fact that you tried to contact them. If this was on a mobile I would screenshot the call logs and keep as supporting evidence.

    Have you tried your travel insurance? Given that delayed public transport caused the issue then you may well have a valid claim on that. Your bank may refer you back to travel insurance in the first instance.
    • AndySofa
    • By AndySofa 15th Aug 19, 3:01 PM
    • 5 Posts
    • 0 Thanks
    AndySofa
    Thanks I'll also take another look at my travel insurance policy. Yes hindsight is a wonderful thing but difficult to think of these things at the time whilst sorting everything else out. I still think i made a very reasonable effort to contact them.
    • brianposter
    • By brianposter 16th Aug 19, 9:13 AM
    • 428 Posts
    • 138 Thanks
    brianposter
    You should have no trouble reclaiming your costs in court using the phone bills and the Rentalcar instructions as evidence.
    So prepare your case and send a "letter before action".
    There are several cases on here of car hire companies backing down when presented with phone bills to corroborate the customer case.
    • EveryWhere
    • By EveryWhere 16th Aug 19, 12:49 PM
    • 2,266 Posts
    • 1,140 Thanks
    EveryWhere
    You should have no trouble reclaiming your costs in court using the phone bills and the Rentalcar instructions as evidence.
    So prepare your case and send a "letter before action".
    There are several cases on here of car hire companies backing down when presented with phone bills to corroborate the customer case.
    Originally posted by brianposter
    The problem is not with the car hire company, but RentalCars. The car hire company was not contacted at all.
    • brianposter
    • By brianposter 16th Aug 19, 1:07 PM
    • 428 Posts
    • 138 Thanks
    brianposter
    The problem is not with the car hire company, but RentalCars. The car hire company was not contacted at all.
    Originally posted by EveryWhere
    Perhaps I should have you said that you proceed against Rentalcars as they are the people you paid.
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