They said the cost would be refunded...it never was

IT WAS a glorious day in Provence, the windows were down and the smell of lavender and pine filled the car as we chatted about where to lunch. Then the most almighty bang. On one of the few straight-ish stretches on this almost two-lane road through the vineyards, the car behind had decided to overtake.

The driver cut it way too fine and slewed into the side of our hire car with a sickening crunch.

He had taken my wing mirror with him while leaving a hideous gash in the bodywork. Thankfully, no one was harmed. The driver stopped, details were exchanged – we even made it to lunch, where we breathed a sigh of relief that we had taken out that fully comprehensive insurance at the airport car hire office. If only we knew. We had not used Rentalcars.com before. We had been directed to the site after booking our flight to Marseille with easyJet, and the price we found was very good.

They use some of the biggest names in the business – and we went with Interrent, a France-based, low-cost on-airport company.

Immediately after the accident, they were helpful.

It was explained to us that we would have to pay the cost of the repairs – just short of 400 euros – but that it would refunded within 28 days. It is now April, more than eight months later, and we still have not been refunded.

Apparently it’s because the other driver’s insurance company is contesting who was to blame – but we are unable to speak with anyone.

Rentalcars.com will not allow us to speak with whoever is dealing with our case, and in reply to our emails, we receive automated messages that insist our case is being dealt with and we will hear more shortly.

We never do.