Ripped off by car hire company
Discussion
The usual tale of woe 
I rented a van from a company online. No naming and shaming but ******************** if you know what I mean.
(Mod note - I know you didn't name them, but giving us clues is tantamount to the same thing.)
I needed a van for a day hire for a Tuesday and was away the weekend before, hence booking it online.
The fact that they delivered and collected was a bonus.
I got home the Monday night and the van was already outside the house. Keys through the letter box with the hire agreement. No damage showing.
I used the van on the Tuesday, no problems, topped the tank up at the station half a mile from my house and parked it up as it was off hire on the Tuesday at 17:00.
Next morning, no sign of anybody so I phoned them up on their number and somebody collected the van at 2pm.
Cut to this months bank statement and an additional £576 has been removed from my account.
A phone call to the local van depot and they tell me that £16 was for diesel because it was not full (I topped the tank off) and £550 for damage to the paintwork
No, I can't see the damage because it's already been resprayed. No, I can't see their receipt for the work due to admin practices and no, I can't speak to the bloke who picked it up because he rather conveniently doesn't work at that branch any more.
Hmmmm. This was on a debit card (I don't use credit cards) so any ideas to what I can do?
I rented a van from a company online. No naming and shaming but ******************** if you know what I mean.
(Mod note - I know you didn't name them, but giving us clues is tantamount to the same thing.)
I needed a van for a day hire for a Tuesday and was away the weekend before, hence booking it online.
The fact that they delivered and collected was a bonus.
I got home the Monday night and the van was already outside the house. Keys through the letter box with the hire agreement. No damage showing.
I used the van on the Tuesday, no problems, topped the tank up at the station half a mile from my house and parked it up as it was off hire on the Tuesday at 17:00.
Next morning, no sign of anybody so I phoned them up on their number and somebody collected the van at 2pm.
Cut to this months bank statement and an additional £576 has been removed from my account.
A phone call to the local van depot and they tell me that £16 was for diesel because it was not full (I topped the tank off) and £550 for damage to the paintwork
No, I can't see the damage because it's already been resprayed. No, I can't see their receipt for the work due to admin practices and no, I can't speak to the bloke who picked it up because he rather conveniently doesn't work at that branch any more.
Hmmmm. This was on a debit card (I don't use credit cards) so any ideas to what I can do?
Edited by Bill on Friday 18th March 14:24
Ask for a recipt for the petrol and the repairs (and evidence), or you will see them in court.
Sue them for the money
They can put what they like in a contract, but they can't change you for made up stuff (assuming you didn't dammage the van, and didn't leave the tank empty)
I would also complain to the police thet you have been scammed, but they will just say its a civil matter (I have experience of that!)
Sue them for the money
They can put what they like in a contract, but they can't change you for made up stuff (assuming you didn't dammage the van, and didn't leave the tank empty)
I would also complain to the police thet you have been scammed, but they will just say its a civil matter (I have experience of that!)
Depending on the issuer of the debit card, you may have some protection ... but they might quibble in this case.
It's increasingly required practice to photograph a vehicle before its return to show lack of damage and fuel status. If being collected in the hirer's absence, an independent witness (a neighbour should suffice) should be considered.
There is, of course, a possibility that the vehicle has been damaged between the hirer last seeing it and it being collected. If so, the hirer is likely to be liable in the absence of a third-party admission.
Streaky
It's increasingly required practice to photograph a vehicle before its return to show lack of damage and fuel status. If being collected in the hirer's absence, an independent witness (a neighbour should suffice) should be considered.
There is, of course, a possibility that the vehicle has been damaged between the hirer last seeing it and it being collected. If so, the hirer is likely to be liable in the absence of a third-party admission.
Streaky
HD Adam said:
No, I can't see the damage because it's already been resprayed. No, I can't see their receipt for the work due to admin practices and no, I can't speak to the bloke who picked it up because he rather conveniently doesn't work at that branch any more.
Hmmmm. This was on a debit card (I don't use credit cards) so any ideas to what I can do?
Yes, you can sue them.Hmmmm. This was on a debit card (I don't use credit cards) so any ideas to what I can do?
Now, you can always write to them and request a copy of the invoice advising them, in writing, that if they do not have an invoice then a Company Director will be charged with Fraud and you will issue a county court claim against them.
You can also ask them for the evidence, namely the three quotations for the repair works and a copy of the bill, and you can ask for this under Civil Procedure Rule 18 - a request for information which will enable you to bring a claim.
It's possible that the collection driver used the fuel. Mileage records might show a discrepancy. OP: did you note your end-of-hire mileage?
It's possible too that the collection driver was involved in an accident on returning to the depot.
OP: were you there when the vehicle was collected? If so, did you not check it over with the collection driver? If not, how do you know it was collected at 14:00?
Streaky
It's possible too that the collection driver was involved in an accident on returning to the depot.
OP: were you there when the vehicle was collected? If so, did you not check it over with the collection driver? If not, how do you know it was collected at 14:00?
Streaky
Edited by streaky on Sunday 20th March 05:36
Jasandjules said:
Yes, you can sue them.
Now, you can always write to them and request a copy of the invoice advising them, in writing, that if they do not have an invoice then a Company Director will be charged with Fraud and you will issue a county court claim against them.
You can also ask them for the evidence, namely the three quotations for the repair works and a copy of the bill, and you can ask for this under Civil Procedure Rule 18 - a request for information which will enable you to bring a claim.
Not sure any of that's going to help. It may well have been repaired - the issue is whether it was undamaged when it left the OP. Perhaps someone ran into it overnight while is was parked outside his house?Now, you can always write to them and request a copy of the invoice advising them, in writing, that if they do not have an invoice then a Company Director will be charged with Fraud and you will issue a county court claim against them.
You can also ask them for the evidence, namely the three quotations for the repair works and a copy of the bill, and you can ask for this under Civil Procedure Rule 18 - a request for information which will enable you to bring a claim.
Happens a lot with van hire firms now. They lose money on the hire, but make easy money on charges, most people dont have time/inclination to chase /appeal. Solution is to use a local 'man with a van' out local paper. Cash job, bonus that most drivers will help you load items, unload, a lot of these guys are couriers and are crying out for work at the minute.
Had a similar experience with our companies chosen hire car firm . Can was dropped off at night, impossible to sign for damage free so i didn't and stated on the form that i could not confirm it had been delivered undamaged.
Car remained on my drive overnight, its very quiet where we live. I then drive non stop to heathrow and dropped it off. On going around the car the hire company posted damage to the front below bumper. I said it must have been delivered that way as i have driven non stop from home and its physcially impossible for it to have happened at home.
Anyway it got a bit messy as they were insisting that i sign to say its damaged (which it was on course) i knew they would then rip off our company as it uses its own insurance. I made sure all the docs clearly stated that the car was not damaged whilst with me or my company and it was delivered bent, but i never knew how it was resolved.
But the cheeky gets and this was B2B
Car remained on my drive overnight, its very quiet where we live. I then drive non stop to heathrow and dropped it off. On going around the car the hire company posted damage to the front below bumper. I said it must have been delivered that way as i have driven non stop from home and its physcially impossible for it to have happened at home.
Anyway it got a bit messy as they were insisting that i sign to say its damaged (which it was on course) i knew they would then rip off our company as it uses its own insurance. I made sure all the docs clearly stated that the car was not damaged whilst with me or my company and it was delivered bent, but i never knew how it was resolved.
But the cheeky gets and this was B2B
I had this done to me a couple of years ago by a Van hire company, spoke to my bank manager, who suggested that I give them a call and give them half an hour to re-credit my debit card or I would be making a phone call to plod to report a theft. Reporting them to plod would at the very least involve a whole load of hassle, interviews etc. and possible criminal charges against the person who processed the transaction without the cardholders authorisation. I also understand that unauthorised transaction can result in them having there Merchant facilities removed, as the said employee will confirm to plod that they were instructed to process the transaction by there employer.
By all accounts there is a technical difference between a Debit and Credit card when it comes to this type of transaction which makes a difference.
By all accounts there is a technical difference between a Debit and Credit card when it comes to this type of transaction which makes a difference.
T1CHS said:
By all accounts there is a technical difference between a Debit and Credit card when it comes to this type of transaction which makes a difference.
there is 
With a credit card you get the extra protection of a credit arrangement i.e. they can work for you
Treat a debit card as if paying by cash
except barclays debit card who offered the same terms as a credit card in order to tempt customers to move across ( check if still true)
Something I've always wondered about.... I regularly get hire cars delivered to my house (about one a fortnight) for work, and they are always delivered during the day when I'm not here. For pickup, again during the day, keys under plant pot, come home and its gone. I've never been charged for damage (it would be flagged up through our systems), then again I've never caused any. I've never bothered looking for damage on the car when it is delivered, just taken their word. I suspect it's because it's a massive company where they are the preferred supplier, and know not to take the p.
If it was a personal hire, however, I'd be over it with a fine toothcomb...
If it was a personal hire, however, I'd be over it with a fine toothcomb...
Out loud musings, but ten years ago or so I had a great deal of trouble hiring a van because I didn't have a credit card. They wouldn't allow a debit card, presumably something to do with unlimited ability to rack up penalty charges .
I have had a credit card for years and I use it solely as protection. Has stopped me losing money from cloned cards on 2 occasions, and got me a refund from an incompetent hosting company.
Definitely get one for the future. I only use the debit card for things where I am charged a fee for credit card use (road tax, etc.)
.I have had a credit card for years and I use it solely as protection. Has stopped me losing money from cloned cards on 2 occasions, and got me a refund from an incompetent hosting company.
Definitely get one for the future. I only use the debit card for things where I am charged a fee for credit card use (road tax, etc.)
saaby93 said:
T1CHS said:
By all accounts there is a technical difference between a Debit and Credit card when it comes to this type of transaction which makes a difference.
there is With a credit card you get the extra protection of a credit arrangement i.e. they can work for you
Treat a debit card as if paying by cash
except barclays debit card who offered the same terms as a credit card in order to tempt customers to move across ( check if still true)
Visa debit cards offer a scheme called 'Visa Debit Chargeback' and any bank that issues a Visa debit card has to comply with the scheme. You can claim money back if the goods you buy are damaged, or the product or services are not delivered. There is no limit on what you can claim. But you have to claim within 120 days of the date you expected the goods to be delivered or the firm going bust. Nationwide, Barclays, Halifax, and Lloyds TSB abide by the Visa scheme.
It applies to other debit cards too, although exact rules may vary between the Visa, Maestro and American Express networks.
You might have to press your case very firmly and escalate the matter within the bank, as many lower echelon employees (e.g. call centre operators and front-of-house branch staff) appear to have no knowledge of the scheme, or are briefed to claim there is no such scheme.
The "technical difference" is that s.75 Consumer Credit Act 1974 does not apply to debit cards and that the Debit Chargeback scheme is therefore voluntary. S.75 provides that the card issuer is "jointly and severally liable" for any breach of contract or misrepresentation by the selling company.
Streaky
Edited by streaky on Saturday 19th March 07:01
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