Rented car at Faro airport.
Had car for three weeks returned on 5th Nov.
On taking car back told that hidden tray in boot missing. I said I did not even realise it was in or should have been in the car and had to get them to show me another car so I could see what they said was missing.
After much discussion and the only way they would close off the rental was I sign to say the part was missing. If they don’t close off the contract they say the car is still rented to you and everyday in this situation the car is charged to you.
I got home and within two weeks for an e/mail saying I had signed and agreed the cover was missing and the cost was 704 euros.
I checked with Renault and the cost was £150 circa in the UK.
I e/mailed back and told them the cost.
I got a reply as follows
As for the value it cover not only the part itself but also the immobilization period and hand work.
So basically 500+ euros to put a cover in the boot.
I wrote to complain and got another e/mail to say that the case had been handed to another department.
On the 12th Feb after sending several reminders I got an e/mail saying that a charge was to be applied to my credit card. I wrote again asking for an explanation of the charge.
On the 6th March my credit card statement arrived with a charge of £680 from Sixt.
I sent an e/mail to complain to Erich Sixt and everyone involved.
I got a reply and now the story had changed. This is the reply from Alvaro Moreira.
We would like to inform you that the damaged part is the Rear Luggage Floor Handle, however after contacting the Renault Parts Department, we received information that it is not possible to buy the part separately, which means that we have to buy the complete Rear Luggage Floor, whose value was indicated in the damage estimate sent to you.
I called Renault and asked about that comment which was not true. They kindly sent me a screenshot showing the part along with the part number and cost. You CAN buy the cover alone.
I then started digging and found that the highly dubious invoice for the repair was produced by the owner of the franchise in Portugal.
I wrote again and sent all the evidence and information from Renault and this is what I got back
would like to inform you that the damaged part is the Rear Luggage Floor Handle, however after contacting the Renault Parts Department, we received information that it is not possible to buy the part separately, which means that we have to buy the complete Rear Luggage Floor, whose value was indicated in the damage estimate sent to you.
Thank you for your e-mail to Eric Sixt which were transfered to me as I am the responsible person for damage cases with our franchise-partners.
I of course investigated for you and contacted our Franchise Partner in Portugal.
We appreciate the fact that receiving a damage claim is an unpleasant situation. We would also like to ask you for your understanding that we cannot waive the damage claim as this is
a financial loss to our company.
The missing luggage floor was not marked as pre existing on your rental agreement. You have confirmed the condition of the rental car described on the check-out protocol before take over. If you notice a new damage you have the obligation to inform us before take over according to our contractual agreement.
We have checked our papers once again and can unfortunately find no evidence for such an information.
Of course we know that It's quiet hard to check the whole car at the beginning of the rental but because of the documents and because the cars will be checked after every rental, our franchise-partner has to insist ont his damage compensation.
In case of further questions, please do not hesitate to contact me again.
Sixt GmbH & Co. Autovermietung KG
The story continues as I have written again.
Product or Service Mentioned: Sixt Renault Car Rental.
Reason of review: Problems with payment.