We had hired and pre-paid for a Polestar (a prestiage electric 4x4/cross over) from Hertz via Auto Europe for one week. On arrival at the Hertz desk at Malaga Airport the rude Hertz employee said that we were late and so they had given our car away! I said that our flight had been delayed and so our time of arrival was outside of our control and in any event we had pre-paid for the car for a week so they were not entitled to just give it away. She said that if we had booked direct with Hertz they would have kept the car but because we booked via an agent/comparison site they gave the car away. When I pointed out that if I had booked direct they would have charged more than the agent charged for the same car, the rude clerk just shrugged and essentially said that is what you get for using an agent. It was clear I was going to get nowhere arguing and so I asked what other cars they still had available and was given a choice of a Mustage Mach E or a Mercedes GLA. I said we would accept the Mustang as being roughly equivalent, only to be told that this was an “upgrade” and so it would be an extra charge of Euro150. I am very knowledgable about cars and said that this is not an upgrade! I said we would therefore take the GLA instead (which is clearly a downgrade being a smaller, less expensive car) only to be told that the GLA would also be an approx Euro150 upgrade fee. I then said fine we will take a small petrol engine car (clearly a significant downgrade) to be told that the additional charge for such a car would be more than Euro150! At this point, given I had family with me, I reluctantly agreed to pay the Euro150 upgrade fee for the Mach E. At drop off (pre-20:00 hours) the office was closed with a key drop off box. I put my keys in the box but given I did not trust them I took photos of the car to show it was undamaged. I heard no more from Hertz or Auto Europe until I noticed my credit card had been charged Euro380. I queried this with Auto Europe who supplied an untranslated Hertz invoice. When I disputed the charge Auto Europe replied, in summary, you agreed to the charges so too late now! As above I did not agree to any of this, the post drop of charges (totalling over Euro200) I had no involvement in. A complete con from both Hertz Malaga Airport and Auto Europe.
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