"Super Excess Refund - waste of time and money! Complete Scam"

I rented my car through Vehicle Rent before a holiday in Rhodes in July 2019, unfortunately an unknown third party scratched the side of my car whilst it was parked in the town centre, which cost me €806. I contacted Vehicle Rent that same day and they replied almost immediately with follow up instructions. I thought, wow what great customer service! Anyway, I did as they asked and all the relevant documents were sent off on 5th August 2019, I then received an email on 16th August 2019 to say my claim had been successful and that my bank details had been passed on to accounting and that it could take up to 90 days for the refund to be actioned. Which is bad enough, but I thought if I money back then I am happy to wait this long.

158 days have now passed since the claim was accepted and 67 days have passed since the 90 days barrier (157 days in total) that they have set themselves. Since the claim was accepted back in August the customer service has been awful, either no replies or petty sincere apologies that mean nothing. I phoned multiple times to be told that they would send an urgent message, they say the accounting department have no phone number to give out and there are no supervisors who can take the call! I have even emailed Jan Starman, the CEO, daily, to no avail!

I received another email today in reply to one of the many emails I have sent chasing this up, they once again issued me with their apologies and thanked me for my ongoing patience. What a joke! I'd rather see the money in my bank account.

My last resort has now been to contact the UK European Consumer Centre, and the fraud team at my credit card company, as others have also suggested. I have sent a message to the Daily Mail as well, hopefully if more people do the same Vehicle Rent will sort themselves out.

There is absolutely no need to be putting people under uncalled for financial pressure to get THEIR money back! What a way to ruin people's holidays. This massive delay has caused me no end of financial hardship and I should really be entitled to interest on my money that I am owed.

-----------------------------------------------------------------------

Updated 30th January 2020

Beginning of the week has been and gone and still nothing in writing from the accounting department regarding my payment, as was told in the response in my first review.

I'd hoped this would be the end of it but clearly it's just another PR stunt to keep us quiet. I've had a reply from the European Consumer Centre so that complaint will be in motion by next week.

----------------------------------------------

Update 20th March 2020

Reply from UKECC, "Since we last spoke our colleagues in Slovenia have now informed us that the business has ceased trading, this was declared on 13 March 2020. Unfortunately, we are not in a position to take your claim any further because of this."

"They took my money and they never provided with a car"

Horrendous company to deal with. On arrival to the airport to collect my car they advised me at the desk that there was a problem with vehicle rents account and that they couldn't provide me with the car (vehicle-rent had already charged me) After speaking to them they agreed that the easier option was for me to arrange the car rental with the company directly at the airport, pay again and ask for a refund when back in the UK.

I've been asking for my money back for months, Vehicle-rent will not answer emails and has not refunded the money yet. I have reported them to the trading standards agency. Vehicle rent took my money, never provided the service and now ignores any sort of communication.

"A Recurring Theme"

I rented a car several months in advance through Vehicle-Rent. The car hire company was Wiber, based in Malaga, Spain. On arrival at Malaga Airport, the Wiber minibus arrived to transport us to their depot. At the Wiber depot, a receptionist advised that I could not hire the car because Wiber had not received payment from Vehicle-Rent. Apparently, this is an on-going occurrence. I was told to call Vehicle-Rent Customer Service. I managed to get through to Customer Service, quite an achievement according to other reviewers. The agent stated that she was not aware of any problems, but I could cancel the original booking for a full refund and take out a new rental agreement directly with Wiber. The agent had a conversation with the Wiber receptionist (in Spanish) and I was assured that I would get a full refund from Vehicle-Rent. Of course, I had little choice but to take out a new rental with Wiber, at a cost of an extra £40 above my original booking.
It seems strange to me that Wiber turned up at the airport to collect clients that they were not prepared to hire a vehicle to, despite it being an on-going issue with Vehicle-Rent. I should have been notified in advance and, in my view, it does suggest some form of collusion.
I have subsequently contacted Vehicle-Rent, who have assured me that someone will contact me within the next 14 days regarding a refund. I won’t be holding my breath.
The message is; be very careful about using Vehicle-Rent, as recent reviews seem to suggest a recurring theme.

"Abzocke als Geschäftsmodell: unberechtigtes Einbehalten der Kaution"

122 Tage warte ich mittlerweile auf die Rückerstattung meiner Kaution für einen Mietwagen auf Gran Canaria. Vor Ort wurden uns zunächst 300€ auf der Kreditkarte geblockt. Bei Abholung des Wagens erfolgte auf unseren Wunsch eine Besichtigung des Fahrzeugs und etwaige Mängel wurden nur widerwillig auf dem Übergabeprotokoll festgehalten.
Bei der Abgabe auch alles wie gewohnt: Das Auto vollgetankt zurückgebracht, Bestätigung vom Mitarbeiter von Orlando Rent A Car, dass alles in Ordnung ist und die Bestätigung, dass "die Kaution morgen wieder in vollem Umfang entblockt wird."

Zunächst waren wir zufrieden, doch dann ging der Ärger erst los: Unzählige Mails und Telefonate mit Check24 führten zu gar nichts. Keine Hilfe, keine Unterstützung, obwohl Ihnen die Masche von Vehicle Rent mittlerweile schon geläufig ist. Check24 stellte den Fall dann ihrerseits einfach auf "gelöst", obwohl wir immer noch kein Stück weitergekommen waren.
Daraufhin mussten wir direkt mit Vehicle Rent in Kontakt treten: Wieder zahllose Telefonate und Mails, die immer wieder in leeren Versprechen endeten. So vergehen bis heute ganze 122 Tage und wir haben unsere Kaution immer noch nicht zurückerhalten.

Ich kann jedem nur empfehlen lieber ein paar mehr Euros in die Hand zu nehmen, um bei einem angesehenen Vermieter zu buchen.
NIE WIEDER VEHICLE RENT!

"NO REEMBOLSAN EL DINERO"

REVISIÓN: Tras escribir la crítica y tras recibir la respuesta de la empresa, recibí el reembolso. Es una pena que haya que ponerse a malas para que las cosas se hagan como deben hacerse pero bueno, bien está lo que bien acaba.
------------------------------------
Contratamos el servicio de esta empresa en Madeira.
Tras un pequeño rayón, la empresa que nos alquila el coche nos dice que son 54'90 que debemos pagar nosotros y que nuestro seguro (Vehicle Rent) nos haría el reembolso a posteriori.
Tras realizar los trámites y entregar la documentación requerida, el 11 de septiembre la empresa me confirmó el derecho a un reembolso de 54'90 EUR y me comunicaron que se efectuaría en el plazo de 90 días.

Ese plazo expiró el pasado 12 de diciembre y aún no he recibido dicho reembolso.

Esta semana he escrito dos correos y tras amenazar con denunciarles, me han contestado. Mucho palabrerío barato pero ningún dato concreto de cuando recibiré mi dinero.

Viendo los comentarios de los demás usuarios, si no recibo el dinero en los próximos días, iniciaré acciones legales.

".....e infatti siamo a lunedì e non si…"

.....e infatti siamo a lunedì e non si è mosso ancora niente .... siete veramente inaffidabili !!!!!!!

"Do not buy SUPER EXCESS REFUND option ..."

...or use Vehicle Rent at all! I wish I've read opinions on Trustedpilot before renting car with Vehicle Rent. They don't deserve 4-star rating (which is going down from what I see...).

Anyway, I bought SUPER EXCESS REFUND option for a car rented on Madeira last September (2019). Better safe than sorry... In fact, I've made a parking scratch on the claustrophobic underground parking. I have reported it to Sixt, collected all the paperwork needed for SUPER EXCESS REFUND in the time stipulated by Vehicle Rent terms (mind you, the time window for that is really narrow) and filed a claim.

Everything worked fine up to the point when they replied that the claim was successful (17/10/2019). After that, they stopped replying to my emails.
90 days which they grant themselves for making a refund has elapsed. No money, no answer to emails.

So, if you are considering to go with Vehicle Rent for extra safety... just don't! Go with some company offering additional insurances to refund excess.
If you are in a similar situation as I am, report them to your local European Consumer Center. This is the next thing I will do.

EDIT
Money transfer arrived yesterday. If you've read other negative comments you see the pattern... I wish I didn't have to go through this hassle just to execute contract stipulations.

"Been waiting for my claim refund for…"

Been waiting for my claim refund for more than 90 days now. Today it's actually the 9th day in a row calling them about it and obviously they can't tell me anything about it. It's been nearly a month since they promised the account department will get in touch about my claim, but guess what? Complete silence.The operator says there's nothing they can do apart from letting the accounts department know. So much ignorance for playing with people's patience like this. Absolutely terrible! If you do rent your car through them from now on, AVOID paying for the insurance and choose to buy it at the counter directly with the renting company instead.

"Cancelled the wrong booking!!"

Terrible service, did not receive a response from Vehicle Rent upon telling them the issue. In short they cancelled the wrong booking so upon arriving in South Africa with a baby and a toddler we were left without a car. Being Xmas time there was not a single other vehicle available from any other rental company. Spent 8 days taxing about. Terrible, would not use this service if you are looking! Cheaper price is not worth the problems you will have down the line!

"cheaters and thieves."

cheaters and thieves.
get away from them.
took from us money for nothing. they promised to make a refund after 90 days and did nothing.

just rogue

guy