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Customer-Service <customerservice@locautorent.com> 10 March 2010 15:58 To: David ***** <dcs*****@gmail.com> Dear Mr. *****, we understand perfectly the case but as we have already explained, you had to contact the employer at the desk when the Salt told you to take another tow truck.
Best regards
Nadia D'Andrea Customer Service
Locauto Rent S.p.a. Via San Vittore 45 20123 Milano
Toll free number 800833328
Tel. 0039.02.43020342 Fax. 0039.02.43980845 customerservice@locautorent.com
-----Messaggio originale----- Da: David ***** [mailto:dcs*****@gmail.com] Inviato: martedì 9 marzo 2010 17.58 A: Customer-Service Oggetto: Re: I:
Hi Nadia
Thank you for coming back to me. I think things are being lost in translation: i did not say the Locauto tow truck company told us to use the other truck. The Salt highway patrol told us we had to use the other tow truck. This was for road safety reasons.
Please can you come back to me and confirm you understand that this is the case.
David
On 9 March 2010 16:24, Customer-Service <customerservice@locautorent.com> wrote: > Dear Mr. *****, > I talked with your friend Harry about the call to the road > assistance. I've already explained you that you decided not to wait for > Locauto Rent tow truck and my colleague informed you and your friend that > you had to pay the other road assistance without any refund. He didn't > advise you to take another tow truck. Our road assistance hadn't any opened > practise with the vehicle you rented, indeed your friend confirmed me you > called them to cancel the request of assistance. I checked your calls but > they had no records of them with the telephone number you gave us at the > picking up time. You could call with another telephone number and without it > I cannot investigate about the calls. > > In order to the above mentioned, we renew our position not to provide with > any refund. > Best regards > > Nadia D'Andrea > Customer Service > > Locauto Rent S.p.a. > Via San Vittore 45 > 20123 Milano > > Toll free number 800833328 > > Tel. 0039.02.43020342 > Fax. 0039.02.43980845 > customerservice@locautorent.com > > > -----Messaggio originale----- > Da: David ***** [mailto:dcs*****@gmail.com] > Inviato: martedì 9 marzo 2010 14.37 > A: Customer-Service > Oggetto: Re: I: > > Dear Nadia > > I understand you have had an acrimonious telephone conversation with > my friend Harry last week. > > Can you just confirm the following points so that i can progress this > matter: > > 1. Your roadside assistance company has no record of any contact being > made with them by us when we required rescuing > 2. You understand that Salt insisted (i.e. gave us no choice) we use > their roadside assistance because an alternative could not be > found, but you are unwilling to refund the payment I made as a result of > this. > 3. You understand that Salt's reason for this was the safety of our > vehicle, its passengers, and other road users. > > Please come back to me as soon as possible > > With thanks > > David > > On 23 February 2010 10:45, Customer-Service > <customerservice@locautorent.com> wrote: >> Dear Mr. *****, >> after the telephone conversation with your friend Harry, I > investigated again upon your issue with the employers of Pisa. >> According to all documentation in our possession, we cannot provide with > any refund, indeed the staff at the desk informed you and your friend that, > when the Salt (the highway society of Liguria) advised you to contact > another tow truck, if you didn't wait for Locauto Rent tow truck you had to > pay the road assistance without any refund. They didn't advise you to take > another tow truck. >> >> In order to the above mentioned, we informed you we cannot provide with > any refund. >> >> Best regards >> >> Nadia D'Andrea >> Customer Service >> >> Locauto Rent S.p.a. >> Via San Vittore 45 >> 20123 Milano >> >> Toll free number 800833328 >> >> Tel. 0039.02.43020342 >> Fax. 0039.02.43980845 >> customerservice@locautorent.com
-----Messaggio originale----- Da: David ***** [mailto:dcs*****@gmail.com] Inviato: lunedì 22 febbraio 2010 13.07 A: Customer-Service Oggetto: Fwd:
Nadia
My friend Harry, who you spoke to last week, asked me to scan and forward my reciept for the rescue company. Please find this, as well as the reciept for the taxi back to Locauto at Pisa Airport, attached.
David
---------- Forwarded message ---------- From: Customer-Service <customerservice@locautorent.com> Date: 19 February 2010 11:55 Subject: R: To: David ***** <dcs*****@gmail.com>
Dear Mr. *****, following the reply to your questions:
- you were charged for the full cost of the clutch in order to the relation of our workshop, which indicated the damage as a negligence in your driving. According to this you were considered liable for the damage
- damage management is the extra cost required to manage your practise of damage. It was indicated in the particular conditions form you signed at the beginning of the rental
- the road assistance number you called is the right one, but in their archive they haven't any traces of a request of tow truck
In order to the above mentioned, we confirm the correctness of the charge.
Best regards
Nadia D'Andrea Customer Service
Locauto Rent S.p.a. Via San Vittore 45 20123 Milano
Toll free number 800833328
Tel. 0039.02.43020342 Fax. 0039.02.43980845 customerservice@locautorent.com
-----Messaggio originale----- Da: David ***** [mailto:dcs*****@gmail.com] Inviato: martedì 16 febbraio 2010 15.13 A: Customer-Service Oggetto: Re:
Nadia
Thank you for clarifying the content of the payment of 315,07 euro.
I do not understand how you can attribute the (full) cost of the clutch to us, given that clutches sustain damaged over time. We have spoken to a mechanical engineer and have been told that a clutch could not be damaged over a short period of time - earlier drivers also bear some responsibility.
Can you also please clarify what "damage management" is?
With regards calling the rescue company, i append a note from my Italian-speaking friend who was in the car with me who made the telephone calls:
"i called the correct number, several times. I got through on 2 occasions, the first they took the car's plate number and said they'd call back within 10 minutes. They didn't. The second time (25 minutes later) I explained about the SALT recovery guy and they said that was fine.
Here are my phone call logs from 04/02: To number 800233866 (roadside assistance): 18:59 - 2minutes 18:57 - 40 seconds 18:55 - 1 minute 18:35 - 1 minute 30"
I can arrange for you to speak with him directly if you would like? The number we called was written on the Locauto brochure we were given in Pisa Airport.
David
On 16 February 2010 09:31, Customer-Service <customerservice@locautorent.com> wrote: > Dear Customer, > > I’ve investigated upon your issue and I inform you that you was > charged for the total amount of € 315,07 for > > > > Road tax for 6 rental days, which wasn’t included in the voucher > Snow chains > Damage for burn transmission clutch > Damage management > > > > The workshop told us that the clutch was burn for an incorrect driving. > > In the attachment the documentation related to the charge. > > > > About the road assistance, I’ve investigated about your contacts but there’s > no trace, so maybe there was a misunderstanding in the contact of the > correct Locauto rent road assistance. > > > > At your disposal for any further clarification. > > > > Best regards > > > > > > Nadia D'Andrea > > Customer Service > > > > Locauto Rent S.p.a. > > Via San Vittore 45 > > 20123 Milano > > > > Toll free number 800833328 > > > > Tel. 0039.02.43020342 > > Fax. 0039.02.43980845 > > customerservice@locautorent.com > > > > ________________________________ > > Da: David **** [mailto:dcs****@gmail.com] > Inviato: lunedì 15 febbraio 2010 13.34 > A: Customerservice@locautorent.com > Oggetto: > > > > Hello > > I spoke to one of your people earlier. > > My girlfriend and I hired a car at Pisa Airport on 30th January 2010. Our > surnames are ***** and ****. > > I have two matters requiring a response. > > The car broke down on the motorway between Pisa and Sestri Levante on > Thursday 4th February. We called Locauto's rescue company twice and spoke to > them, but they did not return our calls. A motorway patrol called another > rescue company who we were ordered to use because remaining on the hard > shoulder was too dangerous. I paid the company 100 euro which i was told to > claim back from Locauto. Please could you refund this payment? > > Secondly, i have been charged 317 euros on my credit card on 9th February. > Please explain what this is for. > > David >
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