For several years now I've been using Do You Spain as agents for car hire on my frequent visits to the various parts of Spain. In the past they have seemed to fit the bill and they helped out a couple of years ago when RecordGo included a clause in the small print that meant that their car, although on 'unlimited mileage' hire had to be returned after 2000km for a replacement, otherwise an exorbitant charge of 2 or 3 euros would be levied per km over the 2,000. I had already slightly over-run the 2000 on a three week hire when a friend with a car from the same company drew it to my attention. The fact that my digs were 150km from the airport made the problem even more worrying.
I think I mentioned it on this thread at the time.
Well something has changed, it seems. Last August/September I used Do You Spain again for my three week hire as usual, but I hired a larger car this time - a Doblo - to take advantage of the sliding rear passenger doors. When I returned it to the hire company, Marbesol, just outside Malaga airport at the end of the three weeks I was quite pleased that the interior of the car was cleaner than on previous visits. The car design meant that less dust was sucked in through open windows than usual, particularly since my holiday digs was a farm cottage at the end of a 500m track. The exterior of the car wasn't in too bad a state either, especially for a long hire. Photo below just before I set off for the airport.
On that month's credit card statement I was puzzled that a deduction had been made without explanation by Marbesol - only £17 and a bit, but I wanted to know why. I got in touch with Do You Spain and asked for an explanation. After two or three weeks they got back to me saying that it had been 20 Euros for 'additional cleaning'.
I replied, giving them photos of the car and demanded that the unauthorised payment be repaid. It wasn't the 17 quid - it was the principle. They got back onto Marbesol, but they weren't budging. They even claimed that the payment couldn't have been unauthorised, since these things were always brought to the customer's attention at the time. This in itself was a downright lie - when I handed the keys back their operator looked around the car, took the mileage and said 'That's fine'. I then stood for several minutes next to the door of their office cabin waiting for their minibus - nothing else was said. We left thinking that was that.
Emails have bounced back and forward for over two months. Today I've had yet another email from Do You Spain. Saying that Marbesol are refusing to stump up. They are also apparently of the opinion that the dispute is nothing to do with them, even though they are the hire agent. This is what they say this morning;
'Thank you for your kind patience.
We have received a final reply from Marbesol. According to what they say the cleaning charge is an issue between the customer and the rental company and the charge is made directly in front of the customer. Therefore, as they say, they don't need proof of the condition of the car as the customer is informed at that moment and knows how the car was returned.
We apologize for any inconvenience but unfortunately the rental company will not make any refund.
Kind regards
Irene Felguera
DoYouSpain.com'
I'm posting this as a warning for anyone who is thinking of using Marbesol at any time for their hires. And also as a warning not to expect any protection from Do You Spain in the event that their hire company falls below the standard expected.