I booked a car through Argus for pick up at Pisa Airport. I was advised at time of booking that there was an insurance excess of 1,200 EUR which I fully understood.
At pickup the hire company refused to let me have the car unless I accepted liability for the entire cost of the car which they placed at 20,000 EUR - not just for damage but for any mechanical breakdown for which the company advised they would not provide unless I paid 360 EUR. They advised there was no insurance at all on the car unless I paid this fee - contrary to my booking which said that I had insurance with a 1,200 EUR excess.
I phoned Argus at this point to advise I could not proceed with the hire on the basis of these conditions. They advised that I put forward a claim for a refund of my deposit through their website. I had to then obtain a car from another company at additional cost.
I submitted the claim for the deposit of my booking as advised and received an email from Argus confirming that they were aware that I was advised there was no insurance contrary to my booking terms i.e. the basis of my complaint.
However despite accepting the basis of my complaint they went of advise they would not refund my deposit and closed the case because I was aware of the 1,200 EUR excess which is not what the complaint was about.
Avoid at all cost - if something goes wrong they will not help.
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