Sicily by Car AutoEuropa (autoeuropa.it/rent/index.aspx) Deduction from VISA card for erroneous bill, which didn't take into account the deposit already paid. Carini Sicily / Province of Palermo
Reported By:
Colin —
Wallonia / Walloon Brabant Province Belgium
A prepayment of €120.42 was made on 5 August 2017, when the car was reserved on-line.
The rental voucher, showing that prepayment, was provided to the rental desk at Rome airport (Leonardo da Vinci–Fiumicino) and can be seen mentioned at the bottom of the bill.
The correct amount of the bill is full cost of €317.91 less the deposit/pre-payment of €120.42 = €197.49.
We are therefore owed a credit of the amount paid for the prepayment of €120.42 which was not deducted from the bill.
VISA credit card was debited to pay the erroenous bill
Starting in September 2017, I have sent numerous emails to the finance department, the customer service department and the complaints department - with NO RESPONSE. I provided clear and irrefutable evidence of the billing error (bill not taking into account the deposit paid).
Attempts to obtain action by telephone failed – told to send an e-mail.
Attempts to obtain action by the Facebook chat site also failed – again told to send e-mail.
2 Updates & Rebuttals
Colin
Wallonia / Walloon Brabant Province, Belgium
Finally, a useful response.
#3Author of original report
Tue, January 09, 2018
After 15 weeks of pushing for a response either for a bill correction or an explanation, we still had no response.
Finally, the day after asking what we needed to do to get a response, apart from taking legal action - a valid response arrived.
It appears that the bill was corrected; however the wording of the bill without the explanation certainly didn't give that impression, as there was no mention on the bill of the original pre-payment being taken into account.
So, in summary - correct bill and woefully inadequate customer service, finance department, help desk - all of whom were asked multiple times for an explanation/correction.
Colin
Wallonia / Walloon Brabant Province, Belgium
Passing the buck ...
#3Author of original report
Wed, November 22, 2017
Yesterday, following months of emails to Sicily by Car, without a response, I asked on their Facebook page how the problem with the erroneous bill could be resolved, without taking legal action.
Amazingly, today, they responded that the bill was correct and explained why. I do not dispute their logic in the calcualtion of the base figure, but they do still not take into account the initial deposit. They have referred me to Booking Group (the site from which the booking was made), to have this resolved. I will start again; this time with Booking Group.
2 Updates & Rebuttals
Colin
Wallonia / Walloon Brabant Province,Belgium
Finally, a useful response.
#3Author of original report
Tue, January 09, 2018
After 15 weeks of pushing for a response either for a bill correction or an explanation, we still had no response.
Finally, the day after asking what we needed to do to get a response, apart from taking legal action - a valid response arrived.
It appears that the bill was corrected; however the wording of the bill without the explanation certainly didn't give that impression, as there was no mention on the bill of the original pre-payment being taken into account.
So, in summary - correct bill and woefully inadequate customer service, finance department, help desk - all of whom were asked multiple times for an explanation/correction.
Colin
Wallonia / Walloon Brabant Province,Belgium
Passing the buck ...
#3Author of original report
Wed, November 22, 2017
Yesterday, following months of emails to Sicily by Car, without a response, I asked on their Facebook page how the problem with the erroneous bill could be resolved, without taking legal action.
Amazingly, today, they responded that the bill was correct and explained why. I do not dispute their logic in the calcualtion of the base figure, but they do still not take into account the initial deposit. They have referred me to Booking Group (the site from which the booking was made), to have this resolved. I will start again; this time with Booking Group.