Contract: RR45LH
Vehicle: 8541 NJZ
Case: 993580
Incident dates: 7–8 February 2026
On 7 February at approximately 20:00, the vehicle became completely immobilised due to a 12-volt battery failure. The roadside technician confirmed the issue was maintenance-related and required an external battery starter.
I contacted the official assistance number as required by the contract:
~20 minutes on hold before first response
Advised recovery would arrive within 30–40 minutes
No recovery arrived
Later informed no tow trucks were available
Vehicle recovered only around 12:00 the following day
Total loss of use: approximately 17 hours.
The following morning I was told a taxi would collect me within 30 minutes to obtain a replacement vehicle. After waiting over 40 minutes with no communication, I called again and was informed the taxi had been cancelled due to excessive waiting time — without notifying me. I therefore arranged and paid for my own taxi (€98.20, 60.2 km).
When collecting the replacement vehicle, I was charged €237 for towing/recovery, despite the breakdown being maintenance-related.
Formal written claim submitted 8 February 2026.
Deadline provided: 16 February 2026.
As of 17 February 2026, no substantive response beyond an automated acknowledgement.
Total amount claimed: €354.42.
If everything functions normally, the rental may appear competitively priced. However, based on this experience, the breakdown handling, communication, and post-incident resolution process fell significantly below reasonable consumer expectations.
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