Finally after 3 emails I get a response, not a good response, but a response. I have copied the email below from Travel Jigsaw’s Senior Customer Service Agent. You will notice it does not start with any form of apology, it does go on at great length about terms and conditions, and apparently how I knew that I would have this nightmare before it happened. After all this is my fault, I am but a customer of no consequence in the big scheme of things really and TandC’s cover every aspect of my life. I live to read a complex set of TandC’s, at night I go to bed dreaming of the next set of TandC’s to read. If I was in charge of Travel Jigsaw the first thing I would do would make things EASY to understand. Like so :
1) If you hire a car from us or our partners ensure you have £1,000 on a credit card to pay AT PICK UP. They say excess but its a security deposit you HAVE TO FIND before you can drive the car away. This was not clear to me.
2) DO NOT ACCEPT A DIRTY CAR and ensure when you pick the car up that you get on your belly and check the underneath of the car being hired, ensuring you wipe away the dirt from this Car Hire 3000 rental, as they do when you return it, to find damage UNDERNEATH a car bumper………crazy but true.
3) Be prepared to go to extra-ordinary lengths to get your money back, a bit like creating your own website, if you do that, they respond pretty quickly, but with THREATS! Not the way to go about getting repeat custom. (to clarify I was threatened with legal action in the email below, I don’t want to be accused of
slander I mean Libel, oh whatever. Everything I am writing is correct)
Here is the email from Ms P THE customer service agent! I don’t think anyone at Travel Jigsaw Ltd has a clue about a Customer First policy. It may just be me, but I get a sense of superiority coming through in these emails. As though I should know better, there again maybe I should.
Dear Mr Jones,
Thank you for your email and subsequent emails. We are now in a position to finalise your case.
Before this is done, I would like to clarify the following.
You made a booking for a car rental reservation with us on our website. You selected this particular package which had an excess of between €800 and €1500 in the event of damage. The full terms and conditions of the package are available at 3 points, twice during the booking process and once on receiving the voucher. Point 1) is when you have selected your car (you will see view rental terms’ there, in the terms the customers can find the full details of the car rental, excess amounts, deposit amounts etc). Point 2) is before the final booking process.
During the booking process you then selected the damage excess refund product. This is a product which if you are charged for damage we will reimburse you.
To make sure our customer are fully aware of how this works, again we are careful to explain this in the same terms and conditions so customers are not surprised by this.
As part of the contract you entered into you agreed to the following terms in making the booking:
In order to make a claim under our Damage Excess Refund product, you will need to send the following to our customer services department in writing:
· Booking Reference and lead driver details
· Copy of Rental Agreement
· Copy of the check in / check out document
· Credit Card Statements relating to any charges
· Copy of Accident / Damage report completed with the supplier
· Copy of police report (if the damage involved a third party)
This information should be sent to:
Customer Service, 56 Peter Street – 4th Floor, St George’s House, Peter Street, Manchester, M2 5NQ
Naturally we will need to contact the supplier in question regarding the incident & charges which can take 28 days. Unfortunately if you did not purchase the excess refund product from us at the time of booking, we regret that we are unable to refund any charges made. If you did not purchase the excess refund product from us, we cannot cover any charges made.
We note form our records that you did not send any of the above. Should this have been the case you would have had your refund within a week. As you not providing us with this information caused delays we then contacted the damage department in Germany to get this information on your behalf .
During the time since you opened the claim we noticed the negative remark on the ‘review centre’ as a responsible business and committed to customer satisfaction we follow up on all negative reviews. This is why I (the senior customer service agent) contacted you.
You have emailed you back and as your case has been already opened I have asked by colleague Ryan to update you and request any documentation which could help us to resolve your matter quicker. You have refused to provide it.
I also note your website. I would firstly like to apologise that you feel that strongly but I trust the above explanation explains matters. I would also like to add that is illegal to use someone’s name on a website without their consent. With this in mind I have not given you authorisation to do so, so please remove. We take matters of this kind extremely seriously especially ones with a slanderous content.
With regards to the content on your website concerning the authenticity of the reviews. I can assure you if you wanted to check these the review centre could confirm the IP addresses used.
We are truly sorry you felt disappointed in this instance. Supplier have now provided us with repair invoices and we are now in a position as per your ‘damage excess refund policy’ to confirm that we can refund you the full amount of 605.45 EUR for damage sustained during your recent car rental excluding any administration fees. This amount will be credited back on to the credit card you paid your car rental with (card ending 9015). Please allow 7-10 working days for this to appear on your statements.
Further to above supplier credited 394.56 EUR back to your card, as repair cost was lower than security deposit.
We look forward to your remarks about your website before we decide what action we may need to take.
Please do not hesitate to contact us should you have any further queries.
Senior Customer Service Agent
Freephone Tel: 0800 358 7707 (Option 3)
Tel: 0044 (0) 161 836 6707
Fax: 0044 (0) 161 836 6737
Some response! comments? I will post my reply tomorrow….