Cars on Demand Avis 

Réponse de Cars on Demand

6 oct. 2023

Thank you for your very kind review, and we are delighted to have been of service.

Kind Regards

All of the team at Cars on Demand.

Réponse de Cars on Demand

29 sept. 2023

Dear Deborah,

Thank you for your very kind review. Jenny and all of the team work really hard to look after our customers and we are delighted that we were able to be of service to you.

Kind Regards

Paul, Cars on Demand.

Réponse de Cars on Demand

20 sept. 2023

Dear Ilona,

We regret that you feel this way about the end of life charges and the contract dates.

We had sent a contract extension which you signed for. You then asked to terminate the agreement several days later.

Whilst each extension is for 28 days, we did offer to make a refund should we find another customer to hire the car. Unfortunately, this was not possible due to the car only having 1 month left on our fleet. We offered you a credit of £100.00 as a gesture of goodwill which you accepted.

Unfortunately, having reviewed the details of the damage on the return of the car, we cannot accept your view of the level of damage.

The door sills at the rear passenger side and both front and rear door sills on the drivers side, had large scratches and dents that required local repairs, along with a large deep scratch on the bumper top and a deep chip to the bonnet.

All of these exceeded the fair wear and tear standards that had been sent to you prior to collection. Due to the extent of the damage and the large costs involved in repairing cars, we could not absorb these, however we did mitigate them as best we could.

Once again, we regret that you are unhappy about the charges however, having reviewed the case and all of the damage notes, we feel that we have been fair with the charges and allowances made.

Kind Regards

Cars on Demand.

Réponse de Cars on Demand

14 sept. 2023

Dear Robert,

Although you have supplied some information, we have no record of supplying a car to yourself - the details you have supplied do not match any policy or contract in your name and therefore we are unable to respond to your review.

Kind Regards

Cars on Demand.

Réponse de Cars on Demand

10 juil. 2023

Dear Vishal,

We note your comments and are disappointed that you felt it appropriate to leave the review, which whilst we accept you are upset about the charge, it is simply untrue that we have been dishonest and that our driver scratched the car.

During the conversations with our team, you initially stated that our delivery driver advised you about the damage on delivery but stated it was fair wear and tear (although none of this was recorded on the delivery document), and during a later conversation, you accused our collection driver of purposefully causing the damage. Neither of these stories are true.

As I am sure you will understand, our drivers simply inspect the car on collection and report any items they find – they are paid only for collecting / delivering cars and do not receive any bonus or commission for damage – therefore would have no reason to damage the car, nor to report items that are not present. All handovers and collections are recorded on an app and photos taken which are then e - mailed to the customer confirming any new damage.

This is the second car we have supplied to you, and you had previously indicated that you were happy with the service offered and had no complaints.

Once again, we note your comments and are disappointed that you feel the need to make false accusations.

Réponse de Cars on Demand

26 avr. 2023

Dear Sara,

Firstly, thank you for your business and whilst we regret you are unhappy about the charges for the stone chips, we believe you were happy with our service and the car which was supplied brand new and with only delivery mileage.

Unfortunately, there were multiple stone chips that were in excess of our normal wear and tear allowance that required a full repair.

We appreciate that you did not intentionally cause the damage and at times, this type of damage is unavoidable, particularly with the poor condition of roads etc. Sadly, we cannot simply absorb the costs of this type of damage within the lease rates and we have to pass the costs on when appropriate.

Once again, we are regret you are unhappy about the charges and assure you that we have tried to mitigate all costs as much as possible.

Yours Sincerely,

Paul

Réponse de Cars on Demand

18 avr. 2023

Dear Ian,

We regret that you feel this way, unfortunately we cannot cover the cost of damage, whatever the cause, in the lease rates, especially in the short time (2 months) that you used the car which was free from damage when it was delivered to you.

We try to mitigate costs as much as possible, and unfortunately the chips to the windscreen and the gouges in the headlights had to be repaired properly as they were severe and are critical safety items.

The fuel flap also had a large deep scratch probably from being caught on a fuel pump nozzle, and the front bumper and bonnet also had large chips to the paintwork. We did send you a copy of the report with images - there were other items of damage noted however these were classed as fair wear and tear and not charged for.

We are a little confused about your comments regarding the PCN - we sent you a PCN notice in error due to one digit of the registration being incorrect, as soon as this was identified it was corrected and recharged to the correct car - we did not charge you for this and it was corrected in a matter of a couple of hours - this was nothing "dodgy" but a genuine mistake.

Once again, we regret that you were unhappy with the charges for the damage, we believe other than that you were happy with the rest of the process and the car.

Kind Regards

Cars on Demand.

Réponse de Cars on Demand

3 avr. 2023

Dear Laura,

We regret you feel this way however, the comments you have made are simply not true.

The reviews left were defamatory and we simply asked you to remove the defamatory comments, we did not and would never ask for a review to be removed.

Unfortunately, you damaged the car and it has to be recharged. Whilst we understand you are unhappy about this, had the damage not occurred, there would be no charges. We accept you disagree with the inspection and we had agreed to retain the alloy wheels for you to have inspected along with arranging for the car to be inspected to ascertain the damage costs etc.

Our team agreed a repayment plan with you which you had accepted.

Once again, we regret you are unhappy.

Réponse de Cars on Demand

12 oct. 2022

Dear Jane,

We regret that you do not feel the charges for the damage to the vehicle were fair and that you did not have the opportunity to discuss them.

From our records, upon collection and return of the car, our collection driver noted that the car was too dirty to inspect fully, however, he noted a scratch on the wing which required a repair - which you signed for along with the dirty condition of the car.

After cleaning the car, scratches were noted on the roof which required a flat and polish and the car also required a valet.

These were the only items that were charged for and we did have some communication with you prior to the charges being applied.

Once again, we regret you are unhappy with the process, however, we have only charged you for the damage that required rectification in line with the wear and tear guide sent to you prior to collection.

Réponse de Cars on Demand

12 oct. 2022

Dear Hugh,

We regret that you were unhappy with the return process of your car. We did not have a trust pilot account as we use a different review provider, however, we have recently set up an account hence the reason for the late reply.

Upon delivery, any items of damage are noted and you are able to note anything missed at that time or up to 24 hours after. When we delivered your car, the delivery drivers showed you the app with any details noted, this was e mailed to you after delivery.

Upon collection, we re-inspect the car and note any damage. This is then compared to the delivery records and any new damage is then identified. We do not send previous hirer details as the recorded damage is carried over to the delivery documents at the start of the hire and therefore this would not be of use.

I hope this clarifies the position, however please feel free to contact us if we can be of further assistance.

Réponse de Cars on Demand

12 oct. 2022

Dear Sarah,

We regret that you felt the need to leave a negative review and that your experience at the return of your car did not meet your expectations. Also, until recently, we did not subscribe to trust pilot and were unable to reply directly.

As you are aware, the car you received was nearly new, and upon delivery, we showed you the car details and any recorded damage on our delivery app. At this point (and for 24 hours after delivery), you have the opportunity to inspect the car and note any items that may be missing. You did not note anything and signed to accept the condition of the car.

Prior to collection, you were sent details of the collection process and return standards etc. along with a repair price guide in order that should anything be required, you could arrange this prior to collection and / or be aware of our charges should items of repair be required.

Upon return, our collection driver inspects the car and they note any items (whether they are chargeable or not) in order that a clear record is kept. Upon collection of your car, numerous items of damage were noted and these were signed for when collected.

You were sent the relevant documents and images of the damage along with the charges, along with the opportunity to dispute anything you believed we had sent in error.

After this process is complete, we then invoice the charges and deduct any amount due from the deposit and take a payment for any balance.

Having reviewed your documents we cannot see anything that was charged incorrectly, however should you wish to discuss this further please do not hesitate to contact us.

Once again, we regret you felt the need to leave a negative review and we constantly review processes to improve our service.