A few days after returning my rental car without any damages & full of petrol (agreement number: 156837779), I realised that they didn't refund the entire deposit of £752.38 that I left on the counter at the Edinburgh Airport. So I reached out to the customer service asking why they didn't do it and there were still £68.22 pending to be refunded. After waiting 1 week they replied saying that there was a mistake and they charged me "1 additional day of hire plus licenses and fees due to an error", so they refunded £15.82 for the overcharge. At that moment I was still confused why they haven't refunded the rest of the money, so I had to follow-up 2 times with them because they were not saying anything about the rest £52.38 pending to be refunded. Then finally they confirm that those 52 pounds are related to an upgraded added at the counter and that at the time of the pickup, there was added a "Roadside Assistance Express."At this moment I also realize that the agent basically did this intentionally because I didn't buy the full coverage insurance at the counter. I told the agent that I had my own private insurance and he stated that the private insurances from booking.com don't cover glass and wheels. I told him that it was an insurance with my bank and that it has full coverage, so it seems like in that moment he decided to add the Roadside Assistance Express and didn't me anything that this was an upgrade and that I had to pay £52.38 extra for it. If he would have done that, obviously I would have say no because I have full private coverage insurance already for this.What did the agent do? He just told me to sign the Rental agreement in multiple corners of the paper on both sides and that's it. And then told me to put my credit card for the deposit. He also didn't mention the value of the total deposit and didn't say that he was charging me £700 for the non-insurance deposit and £52.38 for the Roadside Assistance Express. At that moment I would have also asked by there were 2 payments and I would have cancel it. This is a very old school mislead sales tactic that should be claimed, but the customer service hasn't helped me further because I signed the agreement. The agent also signed the paper, but he didn't put his name, so I'm still waiting for a response from customer service to know the name of the agent who did this and file an official claim. What a terrible and disappointing experience.
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