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Shahar
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We scheduled a pick up and drop off point in Edinburgh 2 weeks before our arrival. A day before our flight Oliver changed the pick up location to Errol ("It was an automatic message the agreed for your request.") When we got the van the dishes were dirty and there were no bed sheets, no phone holder and we didn't find a lighter charging adapter. We asked if he'd pay us back for buying these things for the van and he said yes. The hot water in the shower didn't work. We had to shower for 2 and a half weeks with the kettle. The gas bottle almost ran out on our 3rd day. Again he said he'd pay us back for it so we found a place to do that (had to look for such place though...). When we talked to schedule the drop-off he again asked us to come to him, and didn't make an effort to at least return the van in our original location. Lastly when we asked for the money for the things we bought for the van (and left in the van) he only paid us half of the sum (after 3 weeks chasing him) basically saying he did us a favor giving us any money back.. The van is OK and me and my wife made our trip great just being together, but I would not recommend renting it.
Reaktion von Oliver
Dear Shahar,
Thank you for your feedback. I would like to clarify a few points from your review to ensure an accurate understanding for future renters.
Firstly, the pickup and drop-off location was never agreed to be in Edinburgh; it was always set for Errol. As the hirer, you are not entitled to change the pickup point without mutual agreement.
Regarding the consumables like gas and fuel, these are the responsibility of the hirer to purchase. However, I refunded these costs in good faith. Similarly, while a phone mount is not necessary for the van due to its Google Play integration, I agreed and refunded this cost as well.
Additionally, I provided a full refund for the expenses, but the amount you received was slightly less due to the fees associated with international bank transfers.
As for the cleanliness and equipment issues you mentioned, I apologise for any inconvenience caused. I strive to ensure that the van is in excellent condition for each rental, and I take your comments seriously.
Lastly, I did make efforts to accommodate your needs, including refunds and responding to your requests. Despite these efforts, it appears there was a misunderstanding regarding our agreements and your expectations.
I appreciate your feedback and will use it to improve the experience for future renters.
Best regards,
Oliver
