On 27 June 2019 11.10am local time, I received a notice from rental cars that my reservation had been cancelled, I did not request this cancellation. The notice came with no explanation why the reservation was cancelled, it was simply an auto generated cancellation mail.
In this mail I was notified that my reservation was cancelled and I would be charged cancellation fee of AED3718.41. I found this mail most distressing, I received it just 11 days ahead of the commencement date leaving me little time to arrange an alternative, it was completely out of the blue. I did not request this booking to be cancelled, I wanted this car, from this company, at this price, that is why I paid in advance. I also could not believe that it stated that I would be charged for a cancellation that I did not initiate.
On receiving the above mentioned cancellation I immediately attempted to call rentalcars.com on your international dial in number but I was put continually on hold and gave up after holding for more than 20minutes on an internationally chargeable phone call. At this point I was feeling highly distressed. I have a family holiday planned in UK starting on 8 July and I had no car hire arranged! Having failed to be able to speak to anyone at rentalcars.com I proceeded that same day to make alternative arrangements. I booked and paid for an alternative car directly through the car hire company, it has cost me more but at least I have peace of mind that I have a suitable car available with terms and conditions that I can accept.
On 28 June 2019 at 6.40pm local time (more than 31hours later than the cancellation mail) I received a second email from rentalcars.com informing me that the vehicle I requested was not available and you had amended my reservation and were offering me another car, with different terms. This mail came too late (30+hours) after the initial cancellation. As I stated I was extremely distressed after the initial email, was not able to contact anyone in rentalcars.com and already proceeded with alternative arrangements.
On Tuesday, July 2, 2019 4:06 PM, I received an email from rental cars confirming that 169.3 AED has been refunded back to my card and the remaining amount of AED 3549.11 has been requested to be refunded to our support team by myself. The 3549.11 amount is linked to reference number: [protected]
Again on Tuesday July 2, 2019 at5.05pm I received another auto generated email with confirmation of booking [protected], contradicting the previous mail saying it was cancelled and I would be refunded. I sent a mail questioning this.
On Wednesday, July2, 2019 2.49PM. I received another email stating my original booking was cancelled, and a new booking has been made, contrary to all my correspondence.
I immediately sent formal complaint to rentalcars. com setting out the chronology of events and requesting a refund.