Good afternoon,
Thank you for taking the time to leave us a review based on your recent hire with us, and I am sorry to hear that your experience was not as positive as we would have hoped for. I understand our Customer Service Team Leader has looked into your concerns and reached out to you to discuss these by telephone.
By providing a hire vehicle to you, we also provide fully comprehensive insurance with two differing excess liabilities. During the initial call with you, you were correctly advised of both options and opted to take out our excess reducer option. This lowers your excess liability from the standard excess to £50, in the case of any accident, incident or damage to the vehicle, whilst providing additional protection for all 4 alloys and tyres, bodywork and windscreen protection. As the excess reducer option is a heightened level of cover, this is charged at £15 per day, with the charges capped at the 15th day. This is then paid at the end of the hire, regardless of it a claim were to be made against the insurance policy, as you have opted to further protect yourself.
I do apologise if you do not feel that this was made clear to you, however when listening into the initial call you were correctly advised of the associated costs with this.
I appreciate that this is likely not the feedback you were hoping for, and if there is anything that we can do to assist please do let us know.
Kind regards,
Megan
