A car hire firm has fully refunded a customer who was charged a £96 valeting fee for alleged pet hair, despite the customer maintaining they do not own a pet and did not transport one. The customer, H.C. from Birmingham, rented a vehicle from Green Motion at Birmingham Airport during the Easter holiday. The initial cost of the rental was £154, paid in advance.
When returning the car, the customer was informed of dog hairs on the seats, leading to the deduction of a £96 valeting charge from their deposit. The customer stated they do not have a dog and did not allow anyone with a dog to travel in the car. The customer also noted that the rental experience was complicated by the lack of a credit card, which led to an additional £156 charge for excess waiver insurance, effectively doubling the initial rental cost. Most rental firms prefer credit cards to pre-authorise the excess amount, typically around £400, which is released if the car is returned undamaged.
Green Motion initially maintained that specialist cleaning was required for the vehicle, citing potential allergens like pet hair. However, following an inquiry, the company agreed to refund the entire valeting charge as a commitment to customer satisfaction, acknowledging the dispute over the vehicle's condition upon return. The company also made a £150 donation to Battersea Dogs & Cats Home.
The incident highlights common frustrations in the car hire industry, including mandatory excess waiver insurance and additional valeting fees. Customers are advised to be aware of rental company policies, particularly regarding payment methods and potential extra charges, and to ensure vehicles are returned in a reasonably clean condition to avoid disputes.