Extremely Unprofessional and Incompetent Customer Service
I rented a vehicle for my clients for a few days, and the experience was extremely disappointing from start to finish.
On the day my clients arrived, the driver was late delivering the vehicle, forcing them to wait. During the booking process, I was not provided with any terms and conditions, contract, or formal documentation. When the vehicle was handed over, the driver did not take any photos or note the vehicle’s condition. To make matters worse, the interior of the vehicle was dirty upon delivery.
At the end of the rental period, when the vehicle was collected, the driver was rude to my client— questioning why the car hadn’t been washed, which was never part of the communication. Shortly after collecting the vehicle, we received a message confirming that it was in perfect condition and that the deposit would be returned immediately.
However, within five minutes, another message followed, including a photo of a damaged tire and a claim that it needed to be replaced. We immediately asked for evidence—photos or documentation of the vehicle’s condition before and after the rental—but none was provided. Despite our requests, we received only accusations, with no proof. Later, they claimed both tires needed to be replaced.
The damage could have occurred before the handover, especially considering the driver was late and in a rush, or even after the vehicle was collected but before the damage was reported. Accusing us without any supporting evidence is completely unacceptable.
The communication with the company was unproductive. They refused to acknowledge any fault or take responsibility, instead deflecting blame entirely onto us. Their behavior was unprofessional, and at times, inappropriate.
In the end, they charged us €900 and withheld the remaining deposit for several days. I had to follow up multiple times daily to get any response or resolution.
There was no contract, no terms and conditions, no invoice, no before-and-after photos, and no credible evidence of any damage.
P.S. We never refused to pay for legitimate damages—but only if clear evidence had been provided.
This was by far the worst rental experience I’ve ever had.
Date of experience: 01 June, 2025
Verified Company
