David

Apr 25, 2022

Total disaster - avoid

My experience with Car-Net ended up being a total disaster. I rented a car at Krakov airport via RentalCars. Firstly, it took me more than 1h to get the keys of the car, because there was only one person at the desk (compared with 2-4 people in the rest of the resting companies) and a long queue of people waiting. Secondly, they charged me 63€ extra to be able to enter Slovakia (all other rental companies I have used before do not charge you anything extra as far as you do not leave the EU). It was not indicated anywhere in RentalCars either. Third, when you return the car there is no one to check the car with you being present. They check them later on when you are not there anymore. What already felt suspicious as every serious rental company I have used before checks the car with you being present. They ask you to wash the car before returning it (normally rental companies wash the cars themselves). Anyway, I washed it and cleaned it thoroughly and I reviewed that there wasn't any new damage in the car that I wasn't aware of. All was correct. To my surprise, some days after returning the car I receive an invoice of 500€ because they say I damage one wheel of the car. They don't attach any image of the alleged damage. I ask them for some proof and they don't reply to my email for 5 days. I send them a reminder and they reply me to contact another email. I contact that email and I receive an automatic response saying that they will handle the case in 30 days.. and I am still waiting. Avoid this company if you don't want to have issues. Use a serious rental company because otherwise, you will end up paying more and having a frustrating experience. Update 12/05/22: Thanks for your reply Car Net Polska. After contacting your complaints department and submitting the proof that the alleged damage was already there when I rented the car, they replied: "After verification of your claim, the complaint was found to be valid. We apologize for the misrepresentation - most likely the employee did not mark the damage on the car from a previous customer and the damage was included in your rental. The collected funds will be refunded. We apologize for the situation." But... the story wasn't over of course. From the 502,09€ they debited from my credit card, they only reimbursed 474,11€. Now I am waiting again for them to explain to me where those 27,98€ went. Regarding the cross-border charges, yes your terms mention that it needs to be communicated to the company. But regarding the extra fees they just say: "Restrictions may apply for certain countries which may require the customer to pay additional fees." Which are those "certain countries"? Why don't you explicitly mention them? Why don't you mention the extra fee amount? Are you trying to hide it by any chance? Serious rental companies, 1st don't charge you extra fees for crossing to another EU country and 2nd they are transparent about their extra fees.