No refund received for hire car excess - Complaint about Record Go - A Spokesman Said

No refund received for hire car excess

Complaint about  Record Go  | AWAITING RESPONSE

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George Marler


No refund received for hire car excess

Complaint about Record Go

I hired a rental car from Record Go via Do You Spain search engine, who highly recommended them. I paid for the full fuel option but refused to take out the extra insurance. I had to pay a refundable deposit of 950 euros which would be refunded if no damage to the car. I returned to car in immaculate condition and have proof from Record Go that the car was returned undamaged. On returning the car I gave my card to be refunded but I was told that all monies would be refunded to my account within 24 hours. To date I have only received the full fuel payment of 48.50 euros and still awaiting the 950 euro refund. I have now been patiently waiting for nearly six weeks for this substantial refund to my account! I have contacted them many times and cc to Do You Spain who were supposedly looking into the matter but to date, I have not received a reply. I have also obtained a letter from my bank to say no monies have been received and sent this to both partners. I have yet again made another phone call and just been advised to email with subject of urgency but still no response. Below is what I have sent to Kelvin and my wife has emails with all attachments sent. I read your column in the Sun and agree with your comments and opinions. I took your advice concerning the car insurance rip off at the airport and declined to pay the excess but had to pay a deposit In case of damage to the vehicle. I was promised a complete refund of my payment but to date l have received nothing and continual promises that the situation will be resolved. In desperation l am hoping you can be of some assistance in this matter. You can see from the attached emails the chronology of events to date. I have still not received any correspondence from yourselves regarding my refund of 950 euros for car insurance excess which was promised to be refunded within 24 hours after returning the undamaged car on 19th August 2016. I asked when returning the undamaged car that the excess insurance and full fuel was credited to my card there and then. Full fuel has been received but no further payment of outstanding 950 euros!! It is now 3rd October 2016 and I have still not received a response. I have again contacted you by telephone and was promised that if I sent an email subject of URGENT this matter would be resolved. As to this date, I have sent two URGENT emails and two further phone calls and still no response. I have now taken this matter further and contacted The Sun newspaper of Great Britain to try and gain a resolution to this on going matter. I have also previously copied my email to Do You Spain - who recommend you for a car hire, who are supposedly looking in to this matter, but still no response from them. I will certainly not be recommending them to anyone for holiday car hire! I look forward to hearing from you with a matter of urgency. Regards George Marler Dear Customer Service at Record go I have still not received a reply from my last email dated 22nd September 2016 with attachment letter from my bank to say I have not received the full refund of 950 euros re car hire. I have contacted you via email and numerous phone calls and was told this would be dealt with immediate affect if sent to customer service and marked as URGENT. I have still not received any correspondence from you. If I do not get a reply by tomorrow - 29th September 2016, I will be taking this matter further. I look forward to hearing from you. George Marler I have not had a reply from you for 4 weeks when returning the hired car in immaculate condition and told a full refund would be given within 24 hours. I have received the full fuel repayment but no receipt of 950 euros that I put as a deposit which was also meant to be credit to my account on 20th August. Now 22nd September and still no repayment. Please see the attached for your information. If I do not receive a refund within the next 7 working days, I think that is enough time for you to deal with this problem, I will be contacting my solicitor. I look forward to hearing from you asap. George Marler

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