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avoid using green motion car hire
Do not use Green Motion at all. Their initial rental prices may look cheap but its too good to be true. My father rented a car from them for a week in December 2013. Upon returning the car he was told that he had damaged 3 wheels and was threatened into paying the addition charges to repair these. The wheels were already scuffed from before and this was not caused by my father but as he is a heart-patient he did not argue as he felt threatened by the staff at Green Motion.
Upon reading reviews on many other website we have found that this is how Green Motion make more money by deceiving customers.
The complaint has been investigated and resolved to the customer’s satisfaction.
scam after the small accident
After the small accident (estim. max 400 euro for both car repair). One damage pic is attached. I' ve been asked to make per-authorization 1810 euro till the final claim is defined. When I checked the bill it was charge and not per-authorization. I asked to provide me the final claim and show amount, but all rep's of Malta company are hiding, not responding to the calls or super busy, the similar story when I am calling to the main office in UK/International Green Motion. So few scratches for 1810euro and we also don't have contract signed from my side to even pay any excess... Probably they think I will stop asking as I am expat in Malta, but it is not true statement I will go to the court, if this is a GM way to do the business ? Take illegally money and than hiding and wait if customer brave enough to complain via authority... Very strange how they got winner of 2012 0r 2013 with such Customer Service... On the web link the pic's you can see all 3 gents that I asked to give me back illegally taken my money.. no answer
Green Motion’-" offer the cheapest quote and scam every customer" exact definition Simon_z
Dear Richard, the compliant was addressed in the proper way via your mentioned email (pls verify with Geraldine and Chay), since October 2013, but no help from them. I also sent to you personally my compliant via Linking In with same result. Also BVRLA sent you my compliant without any actions from you side. If you want to discuss personally please call me, you have plenty of my emails in the mentioned email: internationalcustomerservices@greenmotion.com. Finally I got back my money taken without authorization with help of advocate and Malta police.
Forgot to mention their names : Chris Borg, Ray Bezzina, Green Motion UK /Richard
Dear Sir (sorry to not address you personally - as you are aware, comments placed on this forum are anonymous)
I am Richard Lowden (one of the gents) that you are referring to within your statement, and the founder/CEO of Green Motion. In the first instance, it would be appreciated if you could use the correct and more productive channels in seeking to get your complaint addressed. May I ask you to send any complaints along with supporting information to our international customer service centre by email utilising internationalcustomerservices@greenmotion.com, or by calling [protected]. If you mark it for my attention, I would be happy to personally deal with your complaint.
As you may imagine, the charging for post-hire damage to rental customers is by its very nature contentious to say the least. Green Motion typically run an incredibly cost effective and high quality rental operation, with us often being the price leaders (most competitive) in many of our regions.
When it comes to damage of vehicles by hire customers, it's imperative that the damage is charged for appropriately, as this protects our operational margins which in turn allows us to offer highly competitive rates. In some cases, certain customers deem it acceptable to damage a vehicle and not expect to be charged for the damage to be fixed. I'm sure you will agree this is not fair, nor proper.
In the cases that the customers have which are genuine complaints or disputes, these are investigated by either our international customer services, or the local customer service departments in order to satisfy any customer issues.
car hire scam
Hired a car from this company for two days. When collecting, a member of staff "checks" the car with you looking all officious with a clipboard flitting around the car. Returned the car and the staff member checked the outside for all of 15 seconds before checking the fuel. He then asked me to come around to the passenger side where he pointed out a dent roughly 1cm in size. He took me into the office and told me I'd have to pay £250 plus VAT for the damage. I said I didn't damage the car and he said it was probably another driver opened a car door against it. He mentioned that I didn't point it out when I collected the car. I argued and said there's no way it'd cost that money to fix it to no avail.
We were scammed. I am convinced that dent was on the car all along as he found it so quickly and was able to tell me it was on the "crease line" above the wheel so couldn't be just suctioned out. I have been hiring cars for years and the large reputable companies allow a level of wear and tear especially marks obviously not done by the hirer.
This company is dishonest and a quick google search shows a load of people saying they were scammed for money for scratches and marks on cars. They take advantage of the fact that they know you are heading for a flight and don't have the time to argue your case or negotiate for the cost.
I am disgusted and the whole thing has left a very bitter taste with regard to our trip to Britain.
Caroline Butler, Ireland
TO ALL GREEN MOTION STAFF:
Shame on you for assisting in scamming honest people and taking your dishonestly earned salary to feed your family.
TO GREEN MOTION MANAGEMENT
All Scams get exposed, and so will you and your dishonest business.
pre-existing damages repair charges
1. From 10/02/13 through 12/02/13 I rented a vehicle from Green Motion Gatwick, Holiday Inn Gatwick, Povey Cross Road, Horley, RH6 0BA, [protected]) under Booking Number WOS-[protected] / rental agreement GW26473.
2. The rental vehicle was picked up at 20:20 10/02 and dropped off at 06:00 12/02 (approximately 34 hours).
3. A Car Vehicle Condition Report was provided by the agent that highlighted all existing damage. I signed off on this form as no additional damage was noted by me in the darkness. A further review of the vehicle by me the next morning in daylight did not identify any other damage than that previously highlighted on the form.
4. The car was only used to drive from Gatwick to Wokingham and a local restaurant on the 11 May for lunch. At all other time the vehicle was parked on private property in Wokingham or used to drive from / to Gatwick. At no time during which the car was in my possession, did I or any third party to my knowledge cause any damage to the vehicle.
5. The car was returned to the agency at 06:00 on the 12/02 which was prior to the agency opening hours in order for me to make an early flight out of Gatwick to Cyprus. The keys were left with the Holiday Inn hotel desk receptionist as the rental office was closed. As such, no return inspection and signoff could be obtained.
6. On 15/02 I checked my VISA card account to ensure that the pre-approval amount of 300GBP which was incorrectly charged to my VISA card account by Green Motion on 10/02 was credited back to my account. This credit was made, however I noted that an additional charge of 750GBP was made to my VISA card by Green Motion.
7. I immediately contacted Green Motion [protected] and was told that they had applied the excess damage charge to my VISA account as the car was returned with damages. They also explained that they would make an adjustment to my account once the damages had been repaired and the final cost determined. They refused to neither acknowledge my comments that I had not caused any damage to the vehicle nor explain what the new damages were.
8. Following my call to Green Motion I contacted my VISA card company in the US to lodge an official dispute and have the 750GBP charge temporarily removed from my account until the dispute with Green Motion could be settled.
9. After repeated emails to Green Motion over the following month requesting that they provide me with details of the damages and copies of the two prior Car Vehicle Condition Reports I have been unable to obtain this documentation from them.
10. On the 12 March I received a repair bill of 338.60GBP for the damages which from the invoice indicate that repairs were made to the Right Rear Quarter Panel. This being the very same area to which damage was pre-existing as highlighted on the Green Motion Car Vehicle Condition Report received from them at pick-up.
11. Following receipt of Green Motions request for payment of this repair invoice, I emailed Green Motion that I would not accept these charges as they had not provided me with the documentation that I had requested to determine if the damages were new or pre-existing. I’ve no problem paying for damages that I may have made, but refuse to pay for any pre-existing damages to their vehicle which is what they are clearly asking for.
12. I’m not sure what Green Motion is attempting to pull off here, but this somewhat shady business practices is totally unacceptable and request the Ombudsman to intercede on my behalf. As information, If this matter can’t be resolved remotely, I will be in the UK during the periods of 30 March – 2 April and the 13 June – 20 June and can be available for any arbitration session that may be required.
Richard De Simone
desimone.[protected]@yahoo.com
+[protected]
The complaint has been investigated and resolved to the customer’s satisfaction.
dihonesty
Green Motion Luton Airport
I hired a car in Luton airport for 2 weeks. When we returned the car on 13/8/2012 the workman immediately spotted a tiny dent at a size of 2 mm on the left back door. At the beginning we didn't know what he is talking about and I needed my reading glasses to see the "dent". A picture I have taken with my digital camera doesn't even show it.
I asked the manager Mr. Leslie Shepherd if he is going to repair it and Mr. Shepherd stated "not necessarily".
He suggested that probably a car who parked next to his made this tiny damage when the door was opened in a car park nevertheless since he insists it's the renter's responsibility and thus I must pay for it. They charged me 150 GBP the full amount of the CDW excess I had, without repairing the car. I wonder how many more renters will pay for this particular "damage" !?
I sent 2 e-mails to Green Motion headquarters' customer service which were ignored.
In my opinion this is their strategy - to initially give a cheap quote and then supplement the fee with ridiculous damages.
Hagai Hammer
The complaint has been investigated and resolved to the customer’s satisfaction.
Same happened to us. Green Motion in Luton. They went around the car with their clipboard preparing us for the scam that lay ahead!. On return were told that there was a scuff on the alloy wheel and a scuff on the bumper. We were very late for a flight due to pile up on M25 and so did not have the time to dispute anything. We also took the car without a parcel shelf but on return they insisted that it was there when we left (it definitely was not as my husband told me when we were still in the carpark to message them to tell them it was missing - but I stupidly did not). Anyway they charged us 400 pounds for the parcel shelf and over 400 pounds for the tiny mark on the alloy and "scratch" which could have been wiped off with a cloth had we had time. Definite scammers. They knew exactly where to go to find the "damage" when we returned.
We hired a car, dirty and oldish, unable to really see any damage. We drove for two days NO COLLISION with ANYTHING including kerb, parked only in one drive way, on return, the green motion guy went to one wheel, cleaned and we were told alloy rim was scuffed and we were charged 138 pounds!
COMPLETE AND UTTER RORT!
Had a similar problem with Green Motion at Birmingham Airport, UK.
When I collected the car from them, they went through every nit and cranny and marked it on the form, and when I returned it back, I realise the SCAM they have prepared for me.
The best way to put these people out of business is :
1. Everyone to write to their Credit Card companies and insist they block doing business with this company (even those previously scammed)
2. Record mobile phone videos of the collection and return to be posted on Youtube.com later.
3. Write and complain to the Airport Authority concerned that we have been scammed on their premises by GREEN MOTION
4. Social Media Alerts and Broadcast. We have to associate Green Motion with SCAM and SCAMMERS
Green Motion in Luton are unprofessional and cause problems. I booked them through reputable Expedia based on price only and have ended up losing out. I didn't have my diriving licence because I was moving home, and so he told me to call back to see if they could call the DVLA to check (it was a Sunday) and I called back 8 times and no answer on either of their three phone numbers (one was a mobile too) and then the branch closed for the day. Never got through. He should have checked with his boss and then called ME back anyway. As soon as he told me to call him I smelt a fish as this is not normal customer service practice for the customer to be chasing when a store closes in one hour too. But after reading these negatives reviews I'm now glad I didn't use them as a hire firm. I'll see if I can get a refund from Expedia but the amount is only £13.45 so I don't know if I can be bothered with the hassle. I'll try and put the complaint in motion anyway.
i'm putting together a comprehensive list of Green Motion business "practices". Please visit my website greenmotionsucks.com or if the address is edited out, please google "Green Motion sucks", and send me your story
Another issue with GreenMotion
A tiny chip on windscreen, they debited £750 from my credit card, which cost me AU$1135 plus AU$33.35 in international transaction fees. (UK Citizen now Australian resident on holiday in UK)
GreenMotion didn’t answer calls, or emails.
Only when I registered a complaint with VISA did they contact me via email with their pricing menu showing £80 for a windscreen chip. So why snatch £750?
I suppose the bottom line here is that I hired based on price not reputation, this seems to be how they make their shortfall.
5 weeks later I've paid the credit card bill and am out of pocket.
GreenMotion have promised a refund, but it didn't materialise.
While I have contacted Trading Standards, I would like to see a complaint to the office of fair trading, so if we can get our cause publicised, then get as many people on board as possible the OFT would have to investigate.
I'm still arguing with Green Motion, Luton via Trading Standards. I still maintain that there was no damage to the alloy.
Green Motion have finally sent a picture showing the damage. The picture indicates the damage was to the outer edge of the alloy, whereas the inspection sheet indicates the damage is to the centre section. The two pieces of "evidence" don't match.
The picture was actually taken on 9th January 2013 at 10:40am, over 5 months after the alleged damage occurred. I know this because each photograph has properties that are visible when you right click on the image. I can even tell you the photo was taken with an IPhone. If you have pictures from Green Motion, try it yourself. To do this right-click on the image and select properties. A window will pop up. Select the 3rd tab and you will see when the photo was taken and on which device. I've attached the details of the image for your information.
Green Motion are still unable to provide an invoice to show the car was actually taken off the road for the repair to be carried out. Without this invoice the work could not possibly have been carried out, therefore they should not be charging for loss of earnings.
Keep up the fight, guys, don't let them win.
I've already filed a complaint with my local trading standards.
I asked for photos and the invoice to prove the work was done, but received nothing but a promise to provide. My costs included loss of earnings. If no invoice then no loss of earnings, which has to be fraud, but police say it's a civil dispute and they can't get involved.
Waiting to hear back from trading standards
I would urge all of you to write to:
Mrs Rebecca Hall (rebecca.hall@stockport.gov.uk)
Guys, we could file a complaint to Office of fair Trade but we can't do it as Individuals. I suggest we group here create a letter and send it together. I will have bigger impact.
Please ask for photos of the damage, you will see that lot's of people are scammed for the same scratches.
Kind regards
GREEN MOTION = SCAM
I have just been charged £150 on a 2mm long scratch that was found underneath the front bumper of the car I have rented for one day!
Apparently the car has been repaired but how come all the old scratches are still there?!?!?!?
(new Honda Civic)
This damage was marked on the condition report that was produced on earlier rental and because the member of staf couldn't find it he did not marked it on my card. Car was wet all covered in waterdrops so we both agreed it was impossible to check it.
I have returned the car the next day and a different person found that micro scratch.
DO NOT USE THIS COMPANY YOUVE BEEN WARNED.
GREEN MOTION will scam you.
Same here, but a scuff on the allow - charge £177, still arguing with them
ridiculous repair bill
On the 1st of August I booked a Hyundai i800 through the Argus online site and was directed to the Green motion rentals in Manchester. The rental was for a day from the 2nd till the 3rd August 2017.
When I went to pick up the car an extra GBP300 was held as a security deposit though this was not stated during the online ordering process.
On the morning of the 3rd we got two calls from the rental company saying the car was due back at 10:00AM, even though it clearly stated on all the forms that the vehicle was signed out at 11:24AM on the 2nd of August and due back at the same time the following day . My wife informed them the second time they called that we were fifteen minutes away.
When we got there, there were three of their officials waiting outside to meet us. I came out and wanted to hand the keys over. They declined and asked me to go in to the office, which I promptly did, leaving 2 of the officials beside the vehicle.
One official, who was in the office, came out with me to inspect the car. He went straight to the wing side of the vehicle and pointed out a scratch on the body of the vehicle, stating this was new. It looked new to me as well but it was not there when I parked the car. There was clearly no way of verifying what had happened to the car between the point when I drove into the car park and went into their office, to the point when he came out to inspect.
They said they will get a quote from the workshop and send me an invoice. The repairs will be paid off from the security deposit and should more be required it will be taken out of my credit card.
Within a few hours, I got an email with an invoice of GBP 630. I was informed that I will also be billed for two extra days the vehicle will be at the workshop since it won’t be generating money while being fixed.
I found the whole charge outrageous and challenged the invoice. I requested an independent assessment/quote which was declined and also requested an inspection of the vehicle after the so called work is done. This was expectedly turned down as well.
Attached are pictures of the damage to the vehicle. I find it hard to believe that it will cost GBP 630 plus two days to fix.
There were about 7 – 10 marks on the vehicle, prior to us renting it. I can’t help but wonder how much previous customers must have paid for those ‘damages’ which were clearly never repaired. It appears the rental income is not the only sources of income for the likes of Green Motion and they are out to make a buck out of any unsuspecting customer.
In retrospect I blame myself for not reading the several bad reviews of the company, warning people to run and not walk away from the likes of Green Motion. I hope someone learns from this.
In November 2017 after renting a car from Green Motion from Manchester airport we received an email part of which is cut and pasted here;
Thank you for choosing Green Motion as your car hire partner. It was a pleasure serving you.
On inspection of the vehicle, there was additional damage found to the Near Side front wing. The panel seems to have been pushed inwards, this is deemed panel no paint damage. (Please see attachments for images).
The arrangement for the drop off was that you park the vehicle at the front of the building (office premises) and a taxi was arranged for 06:30 am to transport you to your terminal. You advised that the vehicle was parked at the car rental village. After they have looked at their CCTV systems, they have advised us that the vehicle was in its current condition before it was parked on site. You chose to decline the excess reduction package that was offered on the day of pick up. This means that you are liable to upto �750.00 for any damage to the vehicle. The charge for this damage is �250.00+vat.
The total of �300.00 will be deducted from your security deposit on your card ending *0894.
Should you have any quires please contact us
Thank you for choosing Green Motion as your car hire partner. It was a pleasure serving you.
On inspection of the vehicle, there was additional damage found to the Near Side front wing. The panel seems to have been pushed inwards, this is deemed panel no paint damage. (Please see attachments for images).
The arrangement for the drop off was that you park the vehicle at the front of the building (office premises) and a taxi was arranged for 06:30 am to transport you to your terminal. You advised that the vehicle was parked at the car rental village. After they have looked at their CCTV systems, they have advised us that the vehicle was in its current condition before it was parked on site. You chose to decline the excess reduction package that was offered on the day of pick up. This means that you are liable to upto �750.00 for any damage to the vehicle. The charge for this damage is �250.00+vat.
The total of �300.00 will be deducted from your security deposit on your card ending *0894.
Should you have any quires please contact us
We did contest this as the car was not in the condition described when returned, and but received no reply. We have just discovered that we are far from being the only clients to have had this problem with Green Motion Manchester and as there was no way we could prove otherwise, having returned the car before opening hours of the office.
What should we do to claim our £250 back?
shady practices
AVOID AT ALL COSTS
I rented a car via carrentals.co.uk and selected an agent called 121carehire which sent me to Green Motion in Heathrow. My experience was as follows:-
1. No bus to pick you up from the airport and ended up on a 40 minute to a Holiday Inn some considerable distance from the airport! Definitely not an Airport Car rental service!
2. I have always taken the basic insurance package from every car hire company and have always opted fro the excess option which for the level of car I hire is generally 1, 000.00 pounds sterling when renting in the UK.
3. It was only when coming to sign the Green Motion agreement that I noticed that the excess of 1, 000.00 pounds sterling did NOT cover windows, lights, underside of vehicle, roof of vehicle and wheels... I was told it only covered the body work to the side, front and back of the vehicle so presumably did not include the engine. or interior This was the first time I have ever come across this in some 30 years of renting vehicles!
4. To get the level of cover I normally enjoy with the 1, 000.00 excess from any mainstream car hire company I would have to pay Green Motion an additional 30.00 pounds sterling per day which was more than 60% of my daily hire.
5. I was told that if I was involved in an accident that I could very well end up paying for the entire vehicle if it was written off even if I was not at fault. For example if I was struck by a driver who did not have insurance. Bearing in mind that there are almost 1.5 million drivers on UK roads that are uninsured then this become a very realistic risk.
6. The office did not have a copy of their insurance cover and was unable to reassure me about the level of insurance cover in the event that my family or I were injured.
It should be noted that non of the above was in the terms and conditions that I reviewed when I accepted the 121carhire quote.
This company claims to be "Green" and environmental which is absolute rubbish... they are not and hide behind the statement that there cars have low emission which is a UK Government requirement anyway!
At the earliest opportunity I called the Green Motion customer service people and frankly wasted 40 minutes of my time. I ended up returning th vehicle and renting through a reputable company. This cost me over 50% of my rental cost which was for 19 days in total and I only had the vehicle for 3 days so I accepted a major financial hit.
For me it was worth the loss of money purely for the peace of mind not to worry about the poor insurance cover and policies of this company.
I had no problem with the staff who were nice people however even they were embarrassed by the company's attempts to upcharge on every possible opportunity. I was not the only one who was misled as a gentleman from Dubai also has the same problem and when I returned the vehicle another Lady was shocked that she was not covered by insurance as she had been led to believe when she booked the car on the internet.
This is a blatant attempt to increase the car hire charge by over 50% and as such this makes them far more expensive than the reputable companies such as Avis, Hertz, Thrifty, National, Enterprise and Europe Car... Avoid this company as their tactics are very underhand, sneaky and duplicitous!
One final point is that we were planning to take the vehicle to France for a few days however the charge levied by Green Motion was over double that charged by the mainstream companies including an outrageous daily insurance charge... if your agent suggest this company then cancel the booking immediately if you wish to save an aggravating and worrying experience!
The complaint has been investigated and resolved to the customer’s satisfaction.
Never rent a car there. They will find non existing or hidden scratches and charge you from 200£ to 800£ for that. As the problems are hidden, they won't repair and do the exact same with next customers. We're queuing with other people having the exact same problem...
https://www.bbc.com/news/uk-england-london-46974240
NEVER RENT GREENMOTION! I was scammed by them too, twice. Stupid me for returning, as they blamed the 3rd party rental service for the first scam. Second was that they did not recognise my BC, Canada legal driver's licence, and so if I was to rent the car (already paid 80 GBP), then I had to take their extra insurance amounting to 224 GBP, and extra 280% surprise. I already have full comprehensive insurance thru my Canadian insurance, but not acceptable. After a long transatlantic flight, I felt I had no other choice. I asked to talk to the manager, but the manager said he doesn't have time to talk with me, director actually sitting in the other room, watching thru the window, making poor business decisions.
NEVER RENT GREENMOTION !
Terrible from beginning to end, and defrauded me of over 350 GB pounds. Do not use at any cost ! This should be zero stars.
A real litany of terrible service, flippant staff who don’t know the meaning of customer service, and blatant dishonesty. They should be prosecuted.
On arrival to the office after 24 hour flight, we had to wait 2 hours, then pay for an upgrade as they didn’t have the automatic in the cheaper class we booked, but just the prestige model. They kept saying a car would be coming in a few minutes, but it never did. Eventually they insisted we pay extra to upgrade, after 2 hours of waiting before they would release an automatic car.
The man went around the car pointing out the dents and scratches, including a large scratch in the back bumper. He said he had noted it on the diagram but stupidly after 24 hours flying and 2 hours waiting in the office we didn’t check the diagram in our hurry to get out of the office.
They wrote down the wrong postcode for the satnav to return the car, taking us to their old office which no longer exists.
On returning the car, a big bouncer type employee who would have been an asset to the Russian mafia told us the scratch was new and that we would have to pay 355 pounds to have it fixed. He also said, or grunted, that there were 2 other new scratches but the man at the desk admitted those were there before,
We had to wait at the counter 45 minutes to be served, and then longer for the shuttle meaning we were running late for the flight home and had no time to argue. They knew and we knew they were ripping us off and there was nothing we could do about it. He was serving me for 45 minutes and couldn't even look me in the eye.
My young daughter waited in the office with me over that time and when we left she said she was shocked by the “mean” way the other employees treated other customers they dealt with over that time.
I had excess insurance so will not be paying for the damage myself, so have no reason to make this up.
Avoid, avoid, avoid. The worst car rental company I have ever dealt with. I honestly believe their business model is based on reliable and consistent criminal fraud.
Upon car collection, staff Costa pointed out a little dent on the side and a scratch. Costa told me a scratch 1.5mm deep is considered a damage. I was immediately thankful that he had done so. What I didn't know is that he did not indicate that scratch in the form he asked me to sign. I had trusted him and signed in good faith.
On returning the car, another staff Aniesh (not sure about his name) scrutinised that car under direct sun ray, saw that scratch and accused me of causing it. I denied it. I reasoned by relating about the "1.5mm-deep scratch" conversation I had with Costa. When we asked Costa, Costa denied and claimed that I had scrutinised the car for "30 minutes" that it was fine without scratch before driving away. This is untrue. I did not scrutinise the car. Absolutely not for 30min. My whatsapp conversations revealed I was rushing for my family at the airport and gave them a ten minute waiting gap upon car collection.
Under duress
I had no choice but to pay for the charge under duress as I had a plane to catch and time was running out. I am such an easy target.
Unjustifiable terms
For that frivolous faint scratch, I am charged me 324 pounds! Is this amount justifiable?
Business Model?
What kind of a policy is this for a car company wishing to build itself on good long term reputation?
Why would Costa not indicate the scratch on my form and why would he lie?
Philosophically, there's no reasonable explanation except that fraud or ill-will is intended
WORST car rental EVER! Same surcharge, lies, dishonest problems happened to us 2 weeks ago. We are also stuck with claims from pre-existing damages totaling 800 pounds after we paid many $$$$ for insurance for driving in France, upgrade to diesel car, etc. DO NOT ever rent from Green Motion or ACE (on Expedia website). Do your research on Green Motion on Tripadvisor. Also read this website - http://green-motion.pissedconsumer.com/
Same happened to me two days ago. This is the worst car rental place on earth.
I agree with this complaint! Green Motion at Heathrow is the worst company I have EVER done business with and will work hard to protect others from their rude, lying employees--who of course, refused to give me their names or their business cards when telling me they were going to charge me for damage. I have pictures of the car where they claim their is damage and you can't see anything!
LIE #1: I hired them through Expedia.com--at Expedia they go by Ace Car Rental. Of course I didn't know that until I was looking for Green Motion at the airport and NONE of the shuttle drivers had any clue who Ace was but one of them was nice enough to lend me his mobile so I could call the company. You can imagine my surprise when "Green Motion" answers and says that no, their listing in Expedia is wrong, they don't have a shuttle from the airport. We have to take public transport and pay for it but they will reimburse us when we get there.
That right there adds up to THREE LIES so far. I double checked my Expedia booking and yes indeed, it did say "shuttle from airport." The third lie is because they refused to reimburse us when we got there and claimed it would be a complicated process of going through the neighboring hotel to buy shuttle tickets for the way home that we could then get reimbursed!
Let's just skip to rental drop off (1.5 days later): they told us that they were going to charge us (which amounted in SIX SEPARATE CHARGES $47.11 USD, $503.97 USD, $503.97 USD, $251.99 USD, $251.99 USD, $251.99 USD totaling $1611.02 PLUS all the foreign transaction fees for all these charges AND the bus fair that they claim to reimburse but blatantly denied!) HOW HAS THIS COMPANY NOT BEEN SHUT DOWN ALREADY?
Oh I forgot to mention they said they were going to charge us for a mark we couldn't even see (so we have pictures to prove it) AND, that they claimed in an email, that they had no responsibility to fix. I'm not even mentioning all the small issues like the fact that the car wasn't ready, or that there was trash from previous renter, etc.
If anyone is debating spending the 5 extra dollars to rent from the next cheapest company I'd pay you directly so you don't have to go through what my husband and I have.
I have read this comment with interest. As the manager of the Heathrow location who spoke with you regarding the insurance and the return of the vehicle I feel I should post a direct reply regarding this. I will aim to address each point in turn as precisely as possible. The intention of the post is certainly not to engage in a tit-for-tat exchange but to try to offer some balance for other readers.
1 – The use of the Hotel Hoppa bus is no secret. All booking partners and direct clients are made aware of our collection procedure on the booking voucher. We recognise the complexity of some booking systems makes it hard for some distributors to fully display the collection details prior to the booking confirmation though. We aim to adhere to the ACRISS definition of a rental location. Using these definitions we are classed as ‘SAON = Take Airport Bus/Shuttle to Car Rental Locations on Airport Grounds *Not Car Rental Shuttle*’. We are not classed as an off airport location. http://acriss.org/airport-location-definitions.asp will show an off airport location as having no bus to the location and/or being more than 8kms away. As you may be aware Green Motion is an environmentally minded company offering low emission vehicles for clients. We utilise the Hotel Hoppa service at Heathrow for 2 keys reasons - it enables us to reduce the number of miles our vehicles cover by somewhere between 80 to 100 thousands miles a year at Heathrow Airport alone. Further, the Hoppa service is scheduled and therefore clients can enjoy a timetabled service. A service that if operated directly would also increase our clients rental costs. Our competitors offer services using their own buses, increasing costs and pollution at Heathrow with airport/premium location charges potentially being applied to cover these transfer costs.
2 – Does not require a reply.
3 – I have followed the booking route you took via the website named. When viewing a price there is a link to Terms and Conditions. From here it clearly states the following ‘You may be held responsible for damage to or loss of tyres, windscreens, glass and undercarriage. Please check with the car rental agent on arrival.’
Selecting other vehicle quotes shows very similar wording elsewhere.
4 – You did book a high value vehicle. The Risk Reduction option is priced in line with the risk borne by us as the vehicle operator. It is not meant to be based on the value of the booking in any way. Further, I have referred to my notes during our call. I worked out the cost of the reduction product and it is actually £30 for the first 7 days and then £15 thereafter. At the time we worked it out to the penny for the balance of your rental.
5 – You are protected from third party costs as long as we can recover our costs from a third party. This is the same elsewhere for example (and using the first of our competitors you list below) http://www.avis.co.uk/blaharchivex00/WIP_R/Archive/Additional-Cover-Test/Insurance-explained Avis clearly state that if they ‘can recover these costs from a responsible third party, we’ll reimburse you’. The same as us.
6 – I have apologised for this already. We have a copy of our insurance certificate displayed in the back office. It is very rare for a client to want to inspect it but it is there. The impression I had when we discussed this was that you understood your position.
I would invite any reader to follow the booking path you took. I believe that the points raised about insurance excess are covered by clicking on the Terms link.
I think I have addressed part of our green business model. We have won numerous awards for the green efforts of our business. I am not aware of any specific UK Government requirement regarding low emissions (except where there is an obvious fiscal penalty such as road tax or congestion charging) but am happy to be educated here.
I called you back every time requested and you had my office number. If you were delayed previously then I apologise. When we spoke, we discussed in great detail your situation, working through the various costs and options. It was your decision to return the car based on our discussions. I also explained that we offer a no-refund policy for unused rental days. However, you have omitted to say that you were offered (and accepted) a refund of 60% of your unused days. Substantially ahead of ‘normal’ policy and in your case over £300.
I am pleased you found the staff nice. When it comes to the insurance excess, we as the operators have a difficult position. If we offer the products then we can seem like a hard sell company. If we do not, and some damage occurs, then we can seem mercenary if we charge for damage caused to a car through no fault of our client. If clients have issues regarding insurance then I and other managers are always available to clarify any points.
I am truly sorry you feel the way you do. There is no deliberate attempt to deceive anyone. The reduction products are there for good reason and are appropriately priced against the level of risk they pose to us. They are of course optional. If we were as deceitful and underhand as suggested, then would we have offered over £300 in refunds against unused days.
Finally, in the booking process it clearly states that travel to France and Ireland are only allowed but there will be a fee levied. Again, we make no secret about this and the fees are clearly detailed on the Green Motion website.
I am aware this reply could be read badly. I am merely trying to offer some balance to this post and hope anyone reading this will recognise that fact. To the original poster, you have my details and if you wish to discuss your experience further then I would be happy to talk further.
Regards.
Same company, same troubles! My girlfriend and I hired a car for a weekend... When returning the car the staff indicated a tiny little scratch on the front door (less than 5mm long and 1 wide). I accepted to pay for it and they tried to charge us 460 pounds for the damage! You could barely see the scratch! 460 pounds! I then asked to take pictures of it and to talk to the manager and only after debating for over an hour and actually taking the pictures the member of the staff MAGICALLY said that the damage could actually be considered only 110 pounds... Is this fair? Is this a professional way of dealing with clients? Is it normal that the first results in a "Greenmotion" google search are web pages full of customers complaining against your bad services including even an article on the Telegraph? So don't hide behind a message of excuses and start being more professional and serious about what you do. You won't even need to defend your poor reputation...
UNPROFESSIONAL UNFAIR LIARS!
unfair charge
Green motion rental agreement : ma4092 - ky12eyo
Drop off date : 22nd april 2012 manchester airport
When returning the rental car to green motion (manchester airport), the desk was unmanned but there was note saying that the keys should be dropped off at the radisson information desk. I took some photos or the car before leaving the car park to prove that there was no damage to the car. I contacted the company as there was an additional charge of gbp 216.00, green motion told me that this was for paint damage to the rear bumper. my photos clearly show that there was no damage at all to the bumper when I dropped the car off. green motion has since refused to refund or even communicate in anyway about this issue.
Very unhappy and upset with green motion!
750 pound taken from credit card without documentation
When renting a car from green motion in London Gatwick, several already existing damages at the car had not been mentioned in the contract.
After returning the car the station found more damages. They did invoice 750 pound from my credit card, without any information. After several mails until today I did not get any documentation, invoice or other prove for which reason they took the money. In consequence no insurance is willing to except this as case. The only information I have from green motion is that they did not repair anything. For me this sounds like an extra earning for green motion.
Reading other complaints on this webside this seems to be their systematical business concept.
The complaint has been investigated and resolved to the customer’s satisfaction.
unauthorized credit card debit
I rented a car from this company 24th Januaryto February 7th, I was also charged the deposit of 750 pounds and the decuction was made from my credit card. Upon returning back to Canada it was approx 4 weeks before I was refunded, this after several emails sent to them. Approx two weeks later my credit card was deducted 80 pounds. I immediately contacted there complaints department via email but this took several attempts to find out what this deduction was for. I was informed by there manchester office that this was for a traffic offence and the information was being sent to the addrees I supplied on my rental agreement. To date I still have no proof that I did in fact get a traffic offence and have tried to email there complaints department but have had no response from them. This is the worst I have ever been treated by a car rental company and would not recommend this company to anyone. What would my course of action to try and recoup my losses, but as I can see from other complaints I did at least get back my deposit.
Brian
non-return of security deposit
I hired a car from Green Motion at Manchester Airport in February 2011. When I picked the car up I was told that I had to leave a 750 pound security deposite, refundable on return of the car without damage. According to the web site this amount should have just been held against my credit card, not debited. I returned the car with no more damage than...
Read full review of Green Motion International and 31 commentsunautuorised charges, deception
1. Booked via a web based search engine and booking agency. Selected this business as the search criteria included using the car in France as well as Britain.
On collection was told this was not so, and that it was'nt their problem if their agent had got it wrong.
Car was good except it had a hand brake that could not hold the car on a hill start and had to be put in gear if parked on a slope.
Rented the car for 6 weeks. On return it was inspected and I was asked to sign a slip, and was told that there was no damage and no charges.
On return to Australia I had an email saying they were going to charge me for cleaning an a scratched wheel.
I protested and said if this occurred I would complain and list them via blog sites etc. I then got an email reply saying they had decided not to make any charges.
This proved to be a lie as my account has been debited.
Took my husband over four hours to get our car after queues went out of the door, only for staff to shrug their shoulders and go "its just the way it is".
Our Easter weekend is screwed.
The staff are useless and Im we have now found the car has no oil or petrol. Just great.
This company is to be avoided at all costs.
We ordered car from GreenMotion, after 2 month they return securtiy depost they take my money from card, about 526 Euro.
Now i don't know what to do. They didn't answer on my phone calls and emails. Now i complain to bank.
@GreenMotion has the world's worst customer service. They menace people to cancel the reservation the last day. @GreenMotion in Miami hang calls to customers. @GreenMotion in Miami treat people like garbage. Next time I will select another option like Avis, Hertz, Fox or National
I had a bad customer service experience where I was being pushed to take the company insurance cover. I have read lot of reviews after and I'm scared that I will be charged for damages without actually damaging the car. I have been reading some horrible experiences of conning the customers.
I booked a car 4 months ago, since then, they've been charging my credit card every month! They say it must be fine notices, but do not show me this bills! I don't believe them, and don't know how to stop them using my card number! It's a robbery if they can't prove it!
Prometeusz
I am the owner of Greenmotion Stansted
please contact me on Stansted@greenmotion.com
As you are fully aware due to data protection I will not be posting anything on this site.
I would also for the record disagree with your comments and as always there are 2 sides to a story.
Extremely prepared to review this again or get the industry regulator to mediate in any issues you have,
Kind regards
Matthew Jones
One month went by and still no contact from customerservicestansted@greenmtion.com
To make it more interesting the email you've provided is not valid.
Please feel free to post the scan of that signed report. You know what's on that report. You know that I have disagreed with the report and stated that the visual examination of the car was not possible. Would you be so kind to post the scan of the condition report from the previous customer to show everybody what was marked on his card. I remember that car and so does my partner. Your employee was unable to find the scratches marked on that card and he hadn't copy all those "damages" to my blank card.
Fortunately I wasn't travelling on my own and have a witness who can confirm that we have agreed with one of your employees that the visual examination of the car was not possible during the release of the car due to the fact that it was wet and covered with drops of water and bits of mud.
I have more evidence to prove my claim. Will keep it for the right moment.
Kind regards
Dear Prometeusz
Thank you for your post.
We do however find it very biased and slanderous towards our business.
It is unfortunate you feel this way but we have only followed procedure based on a condition report signed by you.
We have your details and will be making contact via email to you shortly to try and resolve your issues. If contact is not made by you first we will open a full case review via the BVRLA as a mediator. If they find we have not committed fraud as you say we have we will have no choice but to approach you for loss on earnings based on false promotion.
We look forward to your email immediately at customerservicestansted@greenmtion.com
Greenmotion customer support
£96 "admin fee" for passing our details to the local authority for a simple penalty notice charge of £65 is a joke, dealing with the company is painful AVOID AVOID AVOID will never use Green Motion again!
GREEN MOTION = SCAM
I have just been charged £150 on a 2mm long scratch that was found underneath the front bumper of the car I have rented for one day!
Apparently the car has been repaired but how come all the old scratches are still there?!?!?!?
I have attached photos in case someone else was done for the same scratch. As you can see you won't be able to see that scratch as it is underneath the front bumper.
(new Honda Civic)
This damage was marked on the condition report that was produced on earlier rental and because the member of staff couldn't find it he did not marked it on my card. Car was wet all covered in rain drops so we both agreed it was impossible to check it.
I have returned the car the next day and a different person found that micro scratch.
I have requested scans of condition report made on earlier customer but never received one. I have also requested photos of the damage before and after repair and received two photos one was a closeup of the scratch taken from underneath the car and the second photo that was 'after fix' photo was a photo taken from a distance from above the car so that part of the bumper was not even visible. After opening both images in PhotoShop and checkin raw camera data it turned out they both were taken on the same day and at the same time.
DO NOT USE THIS COMPANY YOUVE BEEN WARNED.
GREEN MOTION will scam you.
Ths car rental place is getting away with murder, i think its so unfair, we have rented out twice with another company since we hired the car from them and have not had any type of problem with other companies they sent us photos of damage but it was a rusty spot where it had been painted over and was flaking off, we also go through hertzs or auto europe, they are the best ones to use. Please let friends family ect know never use the green motion company because to me they are just cowboys the car we hired was in a private parking bay too so that just about sums then up too
About Green Motion International
One of the key features of GreenMotion is its commitment to sustainability. The company has a fleet of low-emission and electric vehicles that are designed to reduce the carbon footprint of its customers. GreenMotion also uses renewable energy sources, such as solar power, to power its offices and charging stations. This commitment to sustainability has earned GreenMotion several awards and recognitions, including the Green World Award and the Green Apple Award.
GreenMotion offers a wide range of rental vehicles, including economy cars, family cars, SUVs, and luxury cars. The company also provides rental solutions for businesses and corporate clients. GreenMotion's rental rates are competitive, and the company offers flexible rental options, including short-term and long-term rentals.
GreenMotion's customer service is also top-notch. The company has a team of friendly and knowledgeable staff who are always ready to assist customers with their rental needs. GreenMotion also offers a 24/7 customer support service, which ensures that customers can get assistance at any time of the day or night.
In conclusion, GreenMotion is a reputable car rental company that offers eco-friendly and sustainable rental solutions to its customers. The company's commitment to sustainability, wide range of rental vehicles, competitive rates, and excellent customer service make it a top choice for anyone looking for a reliable car rental service.
Green Motion International Customer Reviews Overview
Overview of Green Motion International complaint handling
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Green Motion International emailsinfo@greenmotion.com100%Confidence score: 100%Supportnataliefallon@greenmotion.com100%Confidence score: 100%Supportreservations@greenmotion.com96%Confidence score: 96%communicationenquiries@greenmotion.com95%Confidence score: 95%communication
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Green Motion International headquartersAspen Farm, Sheep Lane, Woburn, England, Bedfordshire, MK179HD, United Kingdom
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TO ALL GREEN MOTION STAFF:
Shame on you for assisting in scamming honest people and taking your dishonestly earned salary to feed your family.
TO GREEN MOTION MANAGEMENT
All Scams get exposed, and so will you and your dishonest business.