| Topic: | Re:Re:ZOO CARS | |
| Posted by: | Alex Dick | |
| Date/Time: | 10/05/16 09:24:00 |
| Dear Peter, Thank you for your feedback. As you mentioned, you scratched an alloy and the cost of the refurb was £75.00. I must point out that when we emailed you to notify you of the scratch and the cost involved, you replied threatening us with bad reviews on public forums and and wanting to take the matter further. At this point we kindly put you in contact with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation service, where they will investigate any complaint a customer would have. The BVRLA is our governing body who take these matters very seriously with an impartial review. You then got in contact with them regarding the issue you felt you had. The BVRLA then contacted us requesting all the information, so as they can investigate the complaint. After a full investigation the BVRLA emailed us confirming they supported our decision 100%. After this investigation from the BVRLA we then emailed you explaining the outcome, which you already knew as you had a response from them. At this point I must point out that we had not charged you anything until the BVRLA had giving us their decision. We then emailed you requesting authorisation to charge the £75.00, which you replied giving us authority to charge your card. Unfortunately if a customer damages a vehicle there usually is a cost involved. We will do all we can to avoid charging a customer for damage if we are able to polish or buff out any scratches. But in this instance there was nothing we could do to remedy the scratches to the alloy. I must say that (We) as a company are upset you feel the need to accuse us of being "Local Scammers". We are merely here trying to do our honest best to provide a service to the people of Chiswick and our surroundings neighbours. I will now paste the email exchanges below, so as people reading this can see the discussions we had to clear up any uncertainty they may have. (The first email is at the very bottom of this). Thank you for reading this! Alex@ZOOCars Thanks. Yes very clear. Afraid that is not an acceptable response. The wheel does not require a refurb, its has 2 minor scuffs. Quite clearly your lack of a policy can very easily lead of extra revenue generation, which is what this is all about... You are also out of line with the major car hire companies. I will be proceeding with my online reviews. Feel free to charge me £75. Thanks, Peter From: ZOOCars Chiswick Sent: Tuesday, 26 April 2016 11:35 To: 'Peter' Cc: 'ZOOCars Chiswick' Subject: RE: ZOOCars damaged Alloy wheel Dear Peter, I appreciate your comments regarding hiring from us before and we value your custom. As we are a daily hire company we do not have a “Fair Wear & Tear” policy. A “Fair Wear & Tear” policy relates to vehicle leasing. Unfortunately when a vehicle is damaged it is chargeable. We will do everything we can to not charge a customer for damage if we are able to polish out a scratch for example, but in this instance there is no remedy for a scratched alloy, apart from an alloy refurb, which in turn is an expense. I hope this clarifies why you have not been sent a “Fair Wear & Tear” policy. If you need any further help, please do not hesitate to get in touch. Kind Regards. Alex ZOOCars Ltd Chiswick W4 a: Arches 1-3, Hardwicke Road, Chiswick, London, W4 5EA t: 020 8742 8955 | f: 020 8742 8944 | e:chiswick@zoocars.co.uk | w:www.zoocars.co.uk From: Peter Sent: 25 April 2016 14:39 To: ZOOCars Chiswick Subject: Re: ZOOCars damaged Alloy wheel Dear Alex, I must say that I am disappointed that as a repeat customer, you have decided that 2 minor scuffs on 1 alloy wheel seem to constitute unreasonable wear and tear. I also didn't take to kindly being told I was a bad driver. I have previously requested your policy defining wear and tear, which I have yet to receive. Do I understand that you don't have a policy? Clearly this is important for future potential customers. Please note, I will be referencing this information in my reviews on Yelp and ChiswickW4. Best regards, Peter From: ZOOCars Chiswick Sent: Monday, 25 April 2016 14:09 To: 'Peter H' Cc: 'ZOOCars Chiswick' Subject: RE: ZOOCars damaged Alloy wheel Dear Peter, My name is Alex and I am picking up where Raza left off as I was on Holiday over this weekend. I have attached our complaints procedure for your reference. I must point out that “Fair Wear & Tear” is damage that is not preventable. The scratch to an alloy is preventable and therefore is not fair wear & tear. When one of our vehicles is damaged the customer is liable for the repair or refurb cost. The BVRLA “Fair Wear & Tear” policy is based on vehicle leasing. Unfortunately this is daily car hire, so the policy is in our jurisdiction when it comes to charging for damage. The BVRLA are always there to assist with any queries a customer may have and I believe my colleague has given you the conciliation details to make contact if you feel you need further assistance regarding the scratch to the alloy. Should you need them details again, you will find them on the attachment. The cost of the alloy refurb is £75.00 and I have attached your invoice. I am sorry you feel aggrieved about the scratch to the alloy. The last thing we want to do is inform customers that they have damaged a vehicle and there is a cost involved. Should you need any further help or assistance, please do not hesitate to make contact with myself. Best Regards. Alex ZOOCars Ltd Chiswick W4 a: Arches 1-3, Hardwicke Road, Chiswick, London, W4 5EA t: 020 8742 8955 | f: 020 8742 8944 | e:chiswick@zoocars.co.uk | w:www.zoocars.co.uk From: Peter H Sent: 25 April 2016 12:21 To: Chiswick ZOOCars Subject: Re: ZOOCars damaged Alloy wheel Dear Raza, Having spoke to BVRLA, please could you send me your complaint policy and your policy referring to damages/ wear and tear. I will be making a complaint. As previously mentioned, as of Wednesday 9am, if this has not been dealt in a acceptable manner, and as a concerned previous customer of ZOO, I will be providing consumer reviews with information relating to the complaint and as well as your policy around fair wear and tear. This is for your information. Best regards, p |
| Topic | Date Posted | Posted By |
| ZOO CARS | 09/04/14 17:18:00 | Roger Jones |
| Re:ZOO CARS | 09/04/14 18:04:00 | James Hunt |
| Re:Re:ZOO CARS | 09/04/14 20:37:00 | Roger Jones |
| Re:Re:ZOO CARS | 14/09/14 19:36:00 | Robert Eagle |
| Re:Re:Re:ZOO CARS | 14/09/14 19:58:00 | Pete Mayes |
| Re:Re:Re:ZOO CARS | 14/09/14 23:39:00 | John Martin |
| Re:Re:Re:Re:ZOO CARS | 14/09/14 23:50:00 | bobby osborne |
| Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 09:44:00 | Olivia Cook |
| Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 10:00:00 | Robert Eagle |
| Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 10:24:00 | Pete Mayes |
| Re:Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 10:36:00 | Robert Eagle |
| Re:Re:Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 11:30:00 | Pete Mayes |
| Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 13:24:00 | Angela Knight |
| Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 13:40:00 | Pete Mayes |
| Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 15/09/14 13:51:00 | Pete Mayes |
| Re:Re:Re:ZOO CARS | 26/04/16 12:46:00 | Alex Dick |
| Re:Re:Re:Re:ZOO CARS | 26/04/16 13:02:00 | Richard Greenhough |
| Re:Re:Re:Re:Re:ZOO CARS | 26/04/16 13:21:00 | Owain Jones |
| Re:Re:Re:Re:Re:Re:ZOO CARS | 10/05/16 11:42:00 | Alex Dick |
| Re:Re:Re:Re:Re:ZOO CARS | 26/04/16 13:29:00 | Carl Wynne |
| Re:Re:Re:Re:Re:ZOO CARS | 10/05/16 10:00:00 | Alex Dick |
| Re:Re:Re:Re:Re:Re:ZOO CARS | 10/05/16 13:13:00 | Richard Greenhough |
| Re:Re:Re:Re:Re:Re:Re:ZOO CARS | 10/05/16 14:48:00 | Alex Dick |
| Re:Re:Re:Re:ZOO CARS | 26/04/16 21:45:00 | Robert Eagle |
| Re:Re:Re:Re:Re:ZOO CARS | 10/05/16 12:14:00 | Alex Dick |
| Re:ZOO CARS | 26/04/16 17:00:00 | Peter Niklewicz |
| Re:Re:ZOO CARS | 26/04/16 17:18:00 | Viv Griffiths |
| Re:Re:ZOO CARS | 26/04/16 18:44:00 | Dave Robertson |
| Re:Re:ZOO CARS | 10/05/16 09:24:00 | Alex Dick |
| Re:Re:Re:ZOO CARS | 10/05/16 19:30:00 | Suzanne Taylor |