My intention was to write a letter of complaint following the disastrous service we received when we arrived at Manchester Airport on the 9th August only to wait 30 minutes for the driver to come and collect the vehicle (which meant that we almost missed our flight) and to be told by your customer services operative that you were over booked and we just have to wait, however, my letter is now of a more serious nature which requires immediate attention.
On returning from holiday on the 16th August at 1.00am, I called the number given to request that the driver brings the car to the terminal. My wife and I waited for about 25 minutes again after we had made the call. When the driver arrived with the car it appeared that the vehicle had been driven through a dirt track as there was mud and grit on the car.
This raised alarm bells and so I then inspected the vehicle. I noticed initially, a keymark type scratch on the rear passenger's door (approx 5 inches). I questioned the driver about the scratch and he claimed he was oblivious to it. I continued my inspection only to find the front left bumper has been damaged as a result of an accident whilst the vehicle was in your care. I notified the driver once again, and he claimed not to have known about the damage. I found it quite odd that he did not even come around to inspect the damage for himself!
I requested that the Driver make a record of the fact that I have made him aware of the damage and in fact, I even wrote a handwritten letter for him to sign to say that I have received the car in this condition however, he refused to sign it. I had no option but to take photographs of the damage to which the Driver questioned me in a very sarcastic tone "have you got enough pictures now? You don't need to take pictures, we always take pictures of our cars" Shortly after, on our return trip back to Solihull, I contacted the Manchester Depot and spoke to the Duty Manager. I explained the entire situation to him and he assured me that he would file a full report for their Head Office.
After sending my version of events and photographs of the vehicle to the head officein Birmingham and they have responded to say that they are not accepting lability! This is shocking service and I would not recommend that you risk using airparks!
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NH Hotels, the hotel chain leader in Europe, with more than 300 hotels in 20 countries in Europe, Latin America and Africa. Enter into our web site and find the best available tariff at all times
Record Rent a Car is present in the main spanish airports and has a very wide fleet. We offer: exceptional discounts, free additional drivers,
unlimited mileage... subscribe to our Club Record and take advantage of special offers.
Advantages: Very short bus journey to airport, first class service. Disadvantages: Fair trek to terminal from bus station but aware of this before we booked.
Aug 26th, 2008
very helpful by (100%):
