Book a hirecar and don't get the car you booked - options?

[405dogvan]

Someone in the family booked a 'large' disabled-access vehicle for a family trip - I went to pickup it up today.

They didn't give me any paperwork beforehand, said I was 'expected' but I clearly wasn't and after much confusion I eventually got the keys to a Caddy Maxi.

2 hours later I discover they'd booked a 'large' car and I was given a 'medium' - it should have been a Fiat Fortune (Pug E7?) but that was off-the-road and no-one said a word to me or anyone else about it.

By this time I'd put £55 of fuel the Caddy and the only options on the table are 'squeeze into it' or 'full refund' - when the fuel was brought-up they muttered about maybe doing something about that...

Where do we stand here? We can't return it, that would mean several people not going to a wedding - we cannot possibly find another large disabled-access car.

The difference in class price is about £100 I think - I'd say that was a starting-point!?

WWPHD?

p.s. the car was also in pretty shabby condition - litter in all the bins, interior dirty, drivers mirror broken, wipers worn and smeary, one front tyre well worn and I reckon one of the front shocks is leaking (it's handling going left is a LOT better than going right!!) - overall not really too impressive...

Edited by 405dogvan on Wednesday 25th September 22:51

[Matt UK]

Use it as you have to and send a well written letter to their HQ afterward.

I reckon you''l get either money back of more likely a free future rental, maybe something from their nice collection.

[405dogvan]

Matt UK said:

Use it as you have to and send a well written letter to their HQ afterward.

I reckon you''l get either money back of more likely a free future rental, maybe something from their nice collection.

Good thinking - I suspect they'll argue that as we took the car it was clearly 'good enough' - I'm not sure anyone will want to deal with them again after today (my head is battered!!)

Also - if that's a relatively high-quality conversion of a decent quality base vehicle (Caddys are supposedly OK?) I'd HATE to see something like a Citroen/Renault because - well - because it felt awfully cheap inside...

[Matt UK]

I wouldn't write to the branch. A 10 min google / linkin rummage will get you the CEO / MD name. Write direct to them.

A PA will use a reply template, give you an apology and refund / value stuff (stored in a folder marked 'keep customers happy').

They'll then use another template for a HQ-is-not-happy-you-are-pissing-off-paying-customers-and-our-regional-guy-will-visit-soon letter to the branch (stored in a folder marked 'when branches are bad').

If the above does not happen, just write to them again and again, hinting that you are a little guy getting ripped off by a huge corporation and that your friendly online media friend is having a slow news week...

I could dig into my 'when companies piss me off' folder and dig out a template for your letter

[405dogvan]

Apparently someone started writing the letter about 10 mins after I suggested it - long trip, they have to do something whilst being CRAMMED into a tiny VW minibusthing

Also - ride quality, did VW decided against it or what?!