AIBU to expect a heads-up? Need to know if a complaint is reasonable.

[RunYouJuiceBitch]

I hired a car from a well-known national rental company.

Unfortunately, during the rental period I was a moron and damaged the vehicle. This was entirely my fault and I've admitted liability to the company. Nobody else's property was involved (I knocked a tree) and the damage to the vehicle was not serious (dented bumper and cracked light casing).

The rental agreement I signed stated I was liable for damage costs up to £1000, and their insurance would cover the rest. There is also a damage administration cost. I filled in all the relevant forms they gave me when I returned the vehicle, and they told me they would be in touch when the car had been to the body shop.

Fine. It's ten days later and I've not heard anything at all from them.

Today, £1350 was debited from my current account by the car hire company. This smashed through my overdraft limit and I am now liable for bank charges.

I know I was unreasonable for damaging the car. I've rented cars soooo many times and this is the first (and hopefully last) time I have ever damaged one.

I have no issue with paying for the damage that was my fault - even if it came to the maximum £1k. But AIBU to expect some sort of communication from the company before taking such a large amount of money from my account?

AIBU to put in a complaint about the lack of communication? I suppose it's pointless anyway?

WWYD?

What did the contract say about payment of the £1000 plus admin costs?

So £1000 for the insurance excess and £350 admin fee? Its a pita but I would have expected that for damaging a rental. You should read the small print, they have your card details and take the money straight out of your account. What did you expect to happen?

I expected them to call me like they said they would.

And I just read they gave you ten days grace before taking the money. So plenty of time to make sure you have the money in your account.

It's a good point about what the contract says. I don't have it on me. I'll check it. I know they're entitled to take the money, and I have no issue with paying it. It's just frustrating to have no invoice, nothing - especially as I always receive an invoice alongside the rental debit amount itself.

I didn't know how much I needed though, which was the main barrier to preparing the money.

I would check what I signed. Did it authorise them to take the money?
How much was the expected admin fee?
If the information didn't add up I would immediately inform my bank that this was unauthorised and see if they would put the DD into dispute and help to reclaim the money.
I would complain to the company. It is possible they have a policy of charging the max possible and refunding some after the repair is completed. I would make sure I knew what their policy on this was.
If my complaint was not resolved and I was convinced I was in the right I would escalate things to the british car rental and hire association (or something like that) and get their help to resolve it. Assuming this all took place in the UK.
Good luck!

Thanks Lemon.

I won't escalate anything - they've done nothing wrong in taking the money. I damaged their property.

Either I incorrectly took them at their word, or misunderstood when they said they would call me. Whichever it was, I was expecting a communication before the money was debited. That's how the conversation seemed to go. She told me she would call me when the car had been looked at.

If no prior communication beyond the general rental contract is required before debiting damage payments then I have no grounds for complaint, and will take it no further. And I suspect this is the case.

Don't back down so easily. 1) No, they absolutely should not have just taken money out of your account. I would complain to your bank/card and see if you can get it back. 2) Since it's £350 over what you were contracted to pay, I would want to see an invoice to confirm that the extra £350 is an admin fee (and if it is it's bloody hefty so I would ask them for a breakdown of what exactly this "admin" fee covers).

Write to them in hard copy. Formal language. Tell them they're in breach of contract for not giving you notice of the full amount (double check the contract to see if they've breached any other aspect of it too e.g. the fact that they debited the money rather than ask you to pay it). Keep writing.

Regardless of what other posters say, big companies are not entitled to behave like this and there is legislation (Unfair Terms and Conditions Act) that protects you should you need to invoke it.

£350 is a huge admin fee - over a third of the excess

When I've hired a car they have taken the excess at the time of hire and then refunded when the car is returned. It does seem unreasonable to give you no warning of the date and ammount in advance though.

Apologies, I've been unclear: the £350 likely includes the actual rental cost as well. Or, at least, I presume it does.

This is why some sort of invoice, telegram, carrier pigeon message etc would be useful.