Rental agent gave us the wrong snow chains

QWe own a small chalet in the French Alps at the top of a very steep road, so a four-wheel-drive (4WD) SUV and snow chains are essential. Over Christmas, we booked a car with Alamo through Zest Car Rental. We have used its services in the past as it offers full insurance and, until now, has given great customer service. We paid £1,172 for the 11-day rental with Alamo, which gave us a rather shabby Honda CR-V and took a local payment of £35 for snow chains.

It snowed heavily the day before we were due to leave the resort, so we set about trying to fit the chains. After two hours we gave up. A local mechanic confirmed that the chains were too small and sold us a set in the correct size for £170 which we left with friends down the mountain on our departure.

On returning the car, the agent told us that it was company policy that no SUV should be supplied with chains as they aren’t necessary. However, because the French police insist on all vehicles having a set, they throw whatever is to hand into the back for show.

He reluctantly conceded that we should have been told this and went on to refund the charge. However, we have another rental booked with Zest/ Alamo and are not happy about this offhand response.

I have tried contacting Zest since our return but there has been no action. Please can you help us get a resolution before our return in February?

– Charlotte Williams

AAs you suspected, the Alamo agent is wrong. French gendarmes can be sticklers for checking that snow chains are being used after a big fall of snow, even on 4WD vehicles.

I contacted Zest and they apologised for the delay in resolving the issues. They applied a 5 per cent discount to both of your bookings, a total refund of £123. It is also taking up the matter with Alamo Switzerland, which has yet to respond fully.

Alamo continued to mess up. It sent you a final invoice showing a “fuel-up” charge of £38, even though the agent had signed off a full tank on return in her presence. This turned out to be another “administrative” mistake, as was Alamo’s failure to renew the toll vignette which resulted in another charge that must be refunded.

At this point, Zest suggested that, given the problems and the delay in getting a proper response from Alamo, it would give you the option of switching your forthcoming booking to another provider. It found a similar 4WD deal with Europcar which is £141 cheaper than the Alamo package – and you have now accepted the offer.

Zest is also increasing the amount of its own goodwill gesture by £50 while it awaits a response from Alamo.