Green Motion Car Hire UK / unethical behaviour & bad customer service

On collection the cars exterior was very dirty, the rear window washer did not work. I totaled around 170 miles on hire. Returning the car was told the mileage was 1500 less than on collection and that under the dirt was a small scratch on the rear bumper. I informed them I had not used the rear hatch door and that the vehicle had been parked on a private drive and had only been used to and from airport .I stated that as the scratch was underneath the dirt, was obviously there on collection Staff were not interested - told me my I would have my £400 excess taken.I could go directly to their office and get it sorted, I said I would be contesting their findings. I wrote to green Motion Head Office, no support at all, basically told me I was a liar, no scratch marked on collection, and I would have to pay. I emailed them and again expressed my concern that I felt this was a set up and as it was dusk on collection would not be at all visible. I had private excess cover, so this did not concern me. What did concern me was that the car was supplied in a bad state, the staff had rushed to get it ready, I had to wait, and they had entered the mileage incorrectly, I was minus 1500 miles upon return, clearly they had not checked the vehicle properly. Then the attitude of the Stansted branch and Green Motion Head Office was appalling, they dismissed all, told me I as I had refused to get it sorted on site at the time returning the car, I would be charged £400 for a 1inch; scratch. This statement more or less said we are punishing you financially as you dared to object to what we are saying !!! Great Customer Service !! How can £400 be justified for such a small scratch? It only needs a few cars to be told a scratch has appeared during rental and several extra thousands of pounds can be made each day! My insurance has replaced my £400, but as I have been using car hire companies all over Europe and many times at Stansted - Green Motion has proved to be the worst by far e. I was made to feel I was in the wrong by complaining and felt bullied by their staff . Reading Feedback on this company at Stansted, there are several similar incidents reported.

Mar 25, 2016

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