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A Handy Guide to Hiring a Car - 8) Returning the vehicle

UKHandyMan4HirePosted by UKHandyMan4Hire on Tue Jul 2, 2019 3:02pm in Driving, hiring, buying and owning a car
3 replies209 views2 members subscribed

Returning the Vehicle

Being diligent when you return the vehicle is just as important as when you collected it. Very often a hire customer has other distractions when they return a vehicle such as watching family members, keeping an eye on luggage etc. I always try to drop family and luggage etc off before I return the hire car, it makes life a whole lot easier. It is not always possible I know. The point to note is that the vehicle return requires your attention.

There are typically three ways the vehicle return can go.

  1. No issues – papers signed all good, car in the same condition, fuel level as agreed, keys handed back and your deposit amount will be released back to your card within XX number of days. That was easy and stress-free.
  2. No apparent issues – as above but after a week or so you notice your money hasn’t been returned, or not all your money was returned or worse still you receive notification that after the event they found a fault and want to charge you for it!
  3. Issues – The returns handler advises you that they found an issue which is not recorded on your return sheet.

In cases 2 and 3 you are likely to need to make a claim on both your CDW insurance as well as make a claim against section 75 of the Consumer Credit Act 1974. In both instances, it is really important for you to keep calm and at no point shout or show signs of aggression.

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Issues identified with the handler should be challenged. Take photos of the new claim no matter how small they appear to be. Your challenge will likely get you nowhere.

You will be passed to the administrator who will likely tell you they will be in touch about the amount of the claim against you. Very often ‘stock’ charges are applied to the damage you are alleged to have incurred on the vehicle when in your control.

You have no choice but to accept matters at this stage. You will be told to claim via your own CDW insurance. If you are advised of the charges in person, or via email afterwards, then this amount will be withheld from the deposit amount you left with the hire company at the time of collecting the vehicle.

If you lose your temper or display aggressive behaviour then it is highly likely the handler will call the Guardia Civil and you will have other problems. Unless you are fluent in the local language at this stage you will struggle to process what is happening. Please do not lose your temper or behave aggressively, despite your inner feelings!!!

Important points to note at this stage

  • Keep a copy of ALL documents – do not hand anything over without having your own copy of it. Take a photo on your phone if you must.
  • Take note of all the people you are dealing with, along with times and locations
  • Take photos of new issues being pointed out to you
  • Take a photo of the vehicle registration plate as well as the dashboard showing the mileage and fuel level, this helps when you need to reference at a later date
  • Write your version of events as soon as you get chance to do so, including the original booking reference and all subsequent details
  • Contact the third-party company (eg doyouspain) if you used one, to log the problem



Written by

UKHandyMan4Hire

UKHandyMan4Hire

Very helpful member

Posts: 769

876 helpful points

Location: Aspe

Joined: 22 May 2018

Ahf1063

Posted: Mon Jul 8, 2019 9:29am

Posts: 61

30 helpful points

Location: Algorfa

Joined: 25 Sep 2018

Posted: Mon Jul 8, 2019 9:29am

I found the agents wash their hands of you when you have an issue and you have to fight it yourself with the car hire company. 

Andrew65

Posted: Mon Jul 8, 2019 9:16pm

Andrew65

Very helpful member

Posts: 731

664 helpful points

Location: La Marina

Joined: 29 Dec 2016

Posted: Mon Jul 8, 2019 9:16pm

Yes I agree "Did you in Spain" were not at all interested in my complaint and they also try to sell you their CDW insurance which isn't recognised by hire companies.

Ahf1063

Posted: Tue Jul 9, 2019 9:11am

Posts: 61

30 helpful points

Location: Algorfa

Joined: 25 Sep 2018

Posted: Tue Jul 9, 2019 9:11am

Hi, when they say not recognised, it just means they car companies take an amount from your card, and you claim it back, they will not deal direct with them. Its your choice what insurance you want from anyone. However hard the insist or push. 

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