Firefly charged us for 208 euros for a scratch they claim we made on the car. - Complaint about Firefly Car Rental - A Spokesman Said

Firefly charged us for 208 euros for a scratch they claim we made on the car.

Complaint about  Firefly Car Rental  | RESOLVED


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Brian Robinson

03/02/2017

Firefly charged us for 208 euros for a scratch they claim we made on the car.

Complaint about Firefly Car Rental

Well and truly stung by Do You Spain and Firefly. After renting a car last minute in January. Signed documents at the rental desk only to struggle to find the car in the collections hall. It was in the darkest corner of the garage. Even with the poor light it was clear there was a lot more damage on the vehicle than shown on the documents. One of their representatives went round and we identified various additional marks on the vehicle. The representative dismissed some minor marks as not relevant. No obvious damage to the top of the vehicle. Car was very noisy and we were not comfortable with it. Over the 16 days, we travelled a total of 98 km. We returned it to Firefly at the agreed time. The agent told the guy in front they didn't need to check his vehicle but then said they needed to check ours. No problem. We hadn't really used it and hadn't had any accidents. We were asked to stand to the side to allow the light to show on the vehicle. We did and coincidentally they managed to find a very fine scratch on the roof of the vehicle. As the mark was so feint, we wiped it and it almost completely vanished. The female agent stopped searching for marks and asked if we were insured. She charged us 208 Euros for it. I photographed the scratch and have refuted it repeatedly via DoYouSpain. We have been given so many excuses including 'the photographs need to have a date and time on them' and 'the photograph you have sent was taken the day after you returned the car'. We have now been told it wasn't on the paperwork you signed when you picked it up. Neither were lots of other marks that we WERE able to see in the dark. It would have been impossible to identify fine scratches in the dark. It was clear the female agent knew what she was looking for as she asked me to move to the side as i was 'blocking the light' in the very same area where she 'found the scratch'. We completed reviews online today and have now received a photo showing a scratch on the roof. The photo was taken 2 hours after I complained to DoYouSpain.

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Brian Robinson | 11/02/2017 08:10

Photo showed small feint mark. Complaint logged immediately via Doyouspain. Firefly sent photo showing much bigger & deeper scratch. We had excess insurance and they paid our claim but don't want these people to keep fabricating damage, or taking advantage of customers.


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