To ask for a partial refund in these circumstances?

[doglikescheeseontoast]

If I am going to ask for a partial refund, I need to do it today, so I’d appreciate thoughts on whether or not I would be unreasonable to do so.

I am currently on holiday with friends - all 3 of us travelled to our holiday destination in one car. Yesterday there was an event I wanted to attend, and my friends wanted to go elsewhere, so I hired a car to enable me to drive to the event, which is a 45 minute drive from where my friends and I are staying.

So yesterday I set off, in the hire car, and about 10 minutes into the journey I became aware of a problem. Long story short, the front passenger tyre was flat. Just in front of me on the road where I pulled over was a van with 2 men and they offered to help me change it. Went to the boot - no spare tyre. I called the hire company and they sent the AA with an estimated arrival time of 2.5 hours. They actually arrived after about an hour and were able to sort of re-inflate the tyre sufficiently to drive, with them accompanying me, to the nearest KwikFit.

This is where it got REALLY frustrating. The AA person did the ‘handover’ to KwikFit and went on his way. KwikFit were unable to carry out the ‘works’ (change the tyre) without authorisation from the hire company, and the hire company did not respond. KwikFit put the call on speakerphone for part of it and I could hear the ‘all of our operatives are currently busy …. ‘ spiel from the other end. When they finally replied, they did authorise the change of tyre, specifying a particular brand, which KwikFit fortunately had in stock. Had they not, I was told I would have to wait again for the AA to return and convey me to the place I hired the car to change it for a new one.

By the time this was all resolved, just under 5 hours later, I had obviously missed the event I had hired the car for, due to the car being out of action.

I am returning the car to the hire place in a few hours and will express my frustration about (1) the lack of a spare, which would have meant I could have been on my way very speedily, and (2) the length of time it took for the hire car company to respond to KwikFit’s request for authorisation to do the necessary work. I hired the car for 48 hours and for 5 of those I couldn’t drive it due to points 1 and 2 above. I also missed the very event that was the whole reason I hired the car in the first place.

I have since learned that many newer cars don’t now routinely carry spares, so that in itself is perhaps not unusual.

The friends I am holidaying with have suggested that I might be entitled to a partial refund, since I wasn’t able to use the vehicle for part of the hire time. TBH this was something that hadn’t occurred to me, my intention was to express frustration but basically recognise that it was bad luck.

I’d appreciate thoughts about this. Thanks.

Isn't it a legal requirement to be able to continue when you are driving, either a spare or that goo stuff?

I think you should request a full refund. You hired the car for a specific event that you missed because the car had a leaky tyre.

I’d be asking for a full refund, without question!

Also, isn’t it some sort of requirement that the car must have a spare tyre in it?

And add in no spare tyre supplied or means of temporary repair

You need a full refund!

Full refund and an apology.

I would be asking for a full refund of the hire car and reimbursement for the missed event.

I can understand them not supplying a spare and sending the AA instead - there's probably a risk assessment for a customer doing it wrong and the wheel falling off.

But what they should have done was got you a new car to use, either delivered or a taxi back to them to collect one, and sorted out the tyre on their time not yours.

I think a full refund would be reasonable, or if a partial refund because you used the car for other things, then also the cost of your tickets to the event you missed.

Same, although im sure they will have covered themselves within the hundreds of T&Cs and small print

Definitely full refund! You only hired a car to attend that specific event and because of their fault you couldn’t even use the car to attend it!

Wow, thank you all so much! I’ll be off shortly to return the car, I will update later. The bit about ‘no means of temporary repair’ will feature in my conversation with the company 😎

The OP may be in for a shock.

In most car rental contracts the hirer is responsible for the cost of a flat tyre and also the breakdown/recovery costs.

Full refund of both the car hire and the event tickets. If they are a decent company they will pay you compensation on top. This wasn't major work, it was a new tire. Punctures happen. They should have someone quickly avalible to give authorisation for a frequent and quick problem to be rectified.

It's not about the cost of the tire, it's about the fact that she couldn't get authorisation for hours. If she is responsible for the cost, fair enough, but the company should still have connected her to someone who said to the garage "yes please replace the tire and charge the customer." They need to refund her the cost of the tire and the car hire and the tickets , because they were unavailable to help her with their car. Either that, or actually the garage didn't need authorisation from the hire place, in which case THEY need to recap OPs costs, because they should have just done the work and not being able to get hold of the hire company was irrelvant.

I’ve had similar before. The stance the hire company took is that you should check it when you’re setting off and it’s your responsibility to check before you accept the car. The fact that your drove off meant the puncture happened on your watch and was therefore your responsibility.

im not saying it’s right and I’d def go in and start by requesting a full refund for sure. But just to prepare you that this will probably be their response so plan for that!!

The garage will be sending a bill to the rental company. They need authorisation to do the work.

The rental company will in turn bill the hirer for the new tyre and the recovery costs.

Take proof of the event, just you can prove you hired the car for a short time for a reason. I very much doubt you'd get a redund but hopefully your get something.

No legal requirement. Most modern cars do not have a spare tyre or any means of continuing in the event of a flat.

Does the hire contract say you must pay for flat tyre and repair and associated costs?

I'd hope it doesn't but you should check. Either way even if you had paid yourself you'd have still missed the event as they needed authorisation from hire co. So you still should definitely demand a refund for time lost. And that you missed the event you hired it for.

They should still recap OP for the hire costs and tickets though, because her missing the event was to do with them being unavailable to give permission which they should have been, not to do with the work needing doing,

Yeah you're in for a shock OP unless you paid for the full bells and whistles insurance!

Not only will you not get a penny refund, you will also be liable for the cost of the new tyre as you accepted the car with 4 legal and functioning tyres, and in the eyes of the rental company, your actions caused the flat.

Please update us!

Partial? I’d expect a full refund

I would also want a full refund as because of their faulty vehicle you missed the event which was the only reason for hiring the car. If they do not refund talk to your bank or credit card provider about reversing the payment. I have done this in the past with both a debit card payment and credit card.

In my experience this will not happen. The fact their call centre took an hour or more to answer the phone is not unusual.

I have had this happen twice. The first time I was on hold to Avis for almost 90 minutes before they even answered the phone.

Full refund definitely and discount if you ever chose to use them again.