I was excited about the possibility to rent a decent car to a very attractive price from easyrentacar,com, a new venture from the man behind easyjet and easyeverything. I rented a car, a Mercedes A-class, from their London Bridge site, shortly after it opened in April this year. The car was great and excellent value for money... or so I thought.
I was supposed to have paid £25 for the pleasure of using the car for one day. I had a great day and returned the car in perfect condition the same afternoon. So far so good.
One and a half months later I received my credit card statement. To my surprise I saw that easyrentacar had not only taken the initial £25 for my rental, but also, a few days later, without any notification, robbed me from an additional £129.60. I have never seen any paperwork that would support this claim and as far as I see it it is a question of theft.
Obviously I complained to their illusive customer service department, only accessible by email. No phone number is supplied on their website, nor any names or address. I have to date sent five emails. I have received two nonsense standard replies that discard my complaint and deny me to see the supporting paperwork. They claim that I have incurred excess mileage to the tune of £129.60. In other words, with an excess mileage fee of £0.20 per mile and 75 inclusive miles they claim that i had driven the car 723 miles during the 8 hours I had it in my possession - meaning an astounding average speed of more than 90 miles per hour...
I regard their behaviour as criminal and I am now working to taking legal aid to get my money back. Apart from arrogant and late replies they do not even bother to acknowledge receipt of my messages, they refuse to let me see their documentation and they refuse to name a person or give me a contact telephone number. Customer service at its worst.
Wow! Funnily enough, right now (13/8), literally as I am writing this message, I just received a third reply from them (on a Sunday) where they give me right and will deposit the money into my credit card as soon as possible. This just came in after another month of complete silence - not even acknowledging receipt of my lat two emails.
Sorted - three and a half months after the event I get my money back. However, I will still publish this story as a warning to others who wish to rent a car from easyrentacar.com. Don't! Unless you have too much money in your account that you wish to be robbed from, or get masochistic satisfaction from rude lies from an illusive customer services department you should do everything in your power to stay as far away from easyrentacar.com as possible.
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May I suggest that the writer of this opinion should have contacted the credit card company as they are jointly liable with EasyRentacar since the amount involved is over £100 under S. 75 of the Consumer Credit Act. I am in fact going to do this myself in respect of a disagreement with EasyRentacar's charges.
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Advantages: Extremely cheap. Great, clean low mileage Mercedes A-class car. Disadvantages: You really MUST purchase a CDW. You'd be mad not to. You'll worry otherwise!
andymcf 01.11.2002 ·
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Review of easyRentacar
Aug 13th, 2000
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