Geboden Oplossing:

Onze referentie: 02364728
Huurovereenkomst: 417936142
Reservering: H5564699583
Datum: 05/03/2018
Geachte mijnheer Vollenbroek,

We hebben uw vraag doorgestuurd naar Hertz Oostenrijk, en moeten hierbij rekening houden met een termijn van 7 werkdagen waarin de lokale klantendienst een onderzoek kan voeren en haar antwoord naar ons kan sturen.

Wegens de weersomstandigheden hier in Ierland, en voornamelijk het gebied waar ikzelf vandaan kom, was het jammer genoeg niet mogelijk om tot op het kantoor te komen en op uw herinneringsmails te reageren.. Aangezien uw dossier in mijn persoonlijke inbox staat en pas vandaag kwam te vervallen (vanwege de responstijd van 7 werkdagen voor Hertz Oostenrijk), werd deze nog niet aan een andere collega doorgegeven. Ik bied u daarom persoonlijk mijn verontschuldigingen aan voor de vertraging tussen het antwoord van Oostenrijk en onze e-mail naar u, en kan u verzekeren dat Hertz steeds haar best doet om elk dossier zowel snel als kwaliteitsvol af te werken.

Onderstaand vindt u het definitieve besluit van Hertz Oostenrijk over dit dossier. Zij gaan in op al uw vragen, en staan jammer genoeg geen terugbetaling toe.

Volgens Oostenrijk geldt het beperkt eigen risico niet en werd de heer Kuipers voor de volledige schade aangerekend omdat deze door verkeerd gebruik van een ijsschraper werd toegebracht.

De locatie Klagenfurt is open voor reserveringen en het inleveren van de wagen, maar aangezien dit een klein kantoor is dat bediend wordt door de stadslocatie is het personeel enkel aanwezig wanneer een wagen opgehaald wordt. De klant blijft verantwoordelijk voor de wagen tot deze door een personeelslid nagekeken wordt, dit gebeurde voor deze reservering de dag nadien.

Na dit antwoord kunnen we als klantendienst Benelux dit dossier niet meer heropenen. Indien u daarom wil reageren op het antwoord van Hertz Oostenrijk, raden we u aan om dit rechtstreeks te doen via het e-mailadres [email protected].

Dear Line,

thank you for your feedback. We have further discussed with the responsible Director Operations, Mr Horak and inform as follows:

According to the RA this rental includes CDW. This means there is a limited liability. How high is this? Is this as high as the amount of EUR 5615.22 held on Mr Kuipers' credit card?

Damages caused by inappropriate use of an ice scraper (or similar) are not covered by the Collision Damage Waiver and the customer is fully responsible fort he full repair costs, as billed.

According to the Hertz website, the location in Klagenfurt is open on Sundays from 11 AM until 10 PM. Why was nobody available to check for damage when the car was returned at around 5.30 PM?

The small Klagenfurt Airport will be served from the downtown office. The agent is present on reservations only. No 24 hours personal check in is possible at this branch. The car return restrictions are clear, the car must be safely parked at the Hertz parking area and the key must be put into the car return drop box - as the customer did. Such a damage found on the rented vehicle, was not caused by vandalism. The customer returned the car at the Hertz parking area including all damages. At time of rental a lot of snow fall and the weather was really cold. How the customer has removed the ice/snow before he drove the car back to the Klagenfurt Airport ?

Why wasn't Mr Kuipers contacted by phone when the damage was noted at 6.10 PM? This would have enabled him to return and check the damage.

The check in took place on 05/02/2018 - see date stamp on the photos provided. The check in dates have been taken from the information provided by the customer - check in date: 04/02/2018 at 18:10.
Also:

According to the e-mail of 20/2/2018, the car was checked out on 4/2/2018 at 6.10 PM. This is where our liability ends. The check-out document states \"Felge links vorne - rim left front zerkratzt - scratched'.

The check out date was 01/02/2018 at 9:30 - the original signed RA clearly advised the customer about a pre-damage on the rim left front, scratched.

This means nothing more than that the hubcap was damaged. Even though Mr Kuipers disputes responsibility for this damage, this cannot be the amount that is now being held on his credit card. There is no mention of scratches or damage to the body or the windows of the car.

This means that a small pre-damage on the rim (not hub cap) left front was existing by rental start.

The pictures of the damage to the windows and the scratches to the body of the car date form 5/2/2018. At this time we are no longer responsible for the damage, this has to have been caused after the return.

According to the accepted terms & conditions the customer is fully liable for the rented vehicle until check in, which is when Hertz checks the car for damages. In this case the check in was next day morning. No vandalism damage was reported. Can the customer explain how he removed the ice/snow from the rented vehicle, as we assume that the customer has damaged the car all over - the damage pictures clearly advise that ice/snow must have been removed by inappropriate use of something, which caused the damages, scratches all over the vehicle. According to the accepted terms & conditions the customer is fully liable for the full repair costs, as billed.

3. PICK-UP/DELIVERY AND RETURN
a. Hertz will supply the car to you in good overall and operating condition, complete with all necessary
documents, parts and accessories.
b. You agree to return the car to Hertz in the same condition as you rented it, subject to fair wear and
tear, with the same documents, parts and accessories, at the location and on the date and time
designated in the Rental Record.
c. You and Hertz will check the condition of the car at the start of the rental and on return of the car.
Hertz will provide a record showing any agreed defects. You understand and accept that you will be
liable under any circumstances whatsoever to Hertz for any loss of or damage to the car, its
documents, its parts or its accessories while on rental.
d. The car must be returned to the agreed Hertz location within the normal business hours of the
location concerned. If you return the car outside of these hours you must comply with the out of hours
return instructions for that location, in which case you will remain fully responsible for any loss, theft or
damage to the car until the location re-opens for business. If you fail to comply with these instructions,
you will remain responsible for any loss, theft or damage to the car as well as for time charges,
charges for optional services or other charges stated in the Rental Record until Hertz personnel are
able to access the car.
e. If at any time Hertz has agreed that you may return the car to a place other than a Hertz rental
location, or if Hertz has agreed to collect it, you will remain fully responsible for any loss, theft or
damage to the car until it is collected by Hertz.
f. If you fail to return the car to the agreed return or collection point within the grace period (as
specified in the next sentence) following the agreed time, you will be charged an extra day's rental,
including charges for any options taken, at the relevant daily rate, for every day or part of a day that
the car is overdue. The \"grace period\" is the period of time specified as a grace period on the Rental
Record or, if the Rental Record does not specify a grace period, a period of 30 minutes.
g. You agree that Hertz is entitled to charge you a reasonable additional charge if the car requires
more than our standard cleaning on its return to restore it to its pre-rental condition allowing for fair
wear and tear. Not included in the standard cleaning is e.g. the removal of animal hair.
h. Hertz reserves the right to terminate the rental with immediate effect at any time if Hertz considers
there is an important reason for doing so (e.g. insolvency proceedings instituted against you) and in
such case will repossess the car directly or through an agent at your expense. The same will apply in
the event of your failing to comply with the rental conditions in whole or part. Termination of the rental
with immediate effect will result in the immediate cancellation of the limitations of liability, the exclusion
of liability, the theft protection, and the personal accident insurance as far as you are concerned.

________________________________

No refund can be authorised.
No charge back is justified, according to procedure.

Kind regards,

Sophie Cuder
Supervisor Customer Relations

Met vriendelijke groet,
Line Rasquin
Hertz Customer Services