Dear Asen Hristozov,
We would first like to apologise for the situation that occurred. Situations like this can be easily resolved with good communication from our side, as well as from our clients.
We’ve seen all documents you send us in attachment of your mail. This clarifies the communication that was held between you and our shop in Leuven (Herent). We’ve asked story from our shop as well and can come to the following conclusion.
When picking up the car, you’ve chosen for our MAXI cover (risk of €750 which is not an insurance but an exemption in case of damage) and paid the warranty of €600 with your credit card, as visible on the rental contract. At the return of the car in our shop, a new damage was registered on the car. Our software system automatically calculates the exemption of the damage on top of your rental price, creating a price of € 1.140,50 (taxes included). When you then look up your reservation on your account, the deposit will be recalculated based on the total price needing to be paid. That explains the shown deposit of € 1.600 on your reservation tile. This amount is of course automatically calculated and not physically corrected by one of our Shop Agents, as previously assumed. We then received from our shop the price estimate of the damage, which was over your chosen lowered exemption during your rental agreement. Therefore, the full exemption (€ 750) was charged on top of the rental price. The warranty (or deposit) was not released until the price estimate from our shop was received with all costs of the damage on. We then charged the € 600 as warranty from your credit card and released the reservation.
What I can conclude from this, is that communication with several people from Dockx led to unclear information regarding the damage and return of the deposit. No information was manipulated regarding these circumstances in neither party ‘s advantage. We will present this dossier to the shop agents in Leuven for education purposes to learn from. However, we regret that this has taken place.
If there is any information unclear from my mail, please don’t hesitate in contacting us directly.
We wish you a nice day further and hope to see you again in the future.
Kind regards.
Tymo Westerlinck
SalesTeam
DOCKXRENTAL
E
sales@dockx.be
U
www.dockx-rental.be
Van: klachten@notify.test-aankoop.be klachten@notify.test-aankoop.be Namens klachten@test-aankoop.be
Verzonden: donderdag 28 november 2024 13:15
Aan: zInfo_Dockx zinfodockx@dockx.be
Onderwerp: Deposit communication problem
