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I hired a car from Classic Parade through their website on 1st September 2023, for a deliver on the 23rd September 2023, for my daughter's wedding in Birmingham.
on the 2nd I had an email from Andy with the hire details, 2 days hire at £400 and a deposit of £2000 total payable £2400, and the deposit is refundable.
On the same day I deposited the £2400 and sent them a confirmation email.
On the 3rd Andrew emailed me asking for the copy of the driver licence and licence records from DVLA.
On the 3rd I sent the attachment copies and the code from the DVLA.
On the 4th I had a confirmation email from Andrew to thank me and also to advised me that the driver will ring me 24 hours and also 30 minutes on the day before the delivery of the vehicle.
No driver rang me 24 hours before or on the day before the delivery. I waited for an hour and I emailed Andrew. I emailed Andrew 3 times and I rang the office and spoke with 4 different customers personal saying the same thing that Andrew will get back, we waited for 2 hours and no response from anybody from the company. Eventually, we had to get a taxi to Birmingham 3 hours late.
My daughter's wedding was ruined, our whole day was stressful, we had 1000 guest waiting for us and because we were late over 300 guests left. It was so embarrassing for us.
After 4 hours Andrew emailed me apologising and for the embarrassment and that he was trying to get me a courtesy car by 12pm. What was the point when we were in the wedding already.
On the 23rd that afternoon Andrew emailed me and asked me for my bank details so he can refund the whole amount direct into my bank for a faster transfer. I emailed him back with my bank details on the 26th, he also mentioned that he was prepared to give me a courtesy car for my inconvenience.
On the same day he emailed me saying that the refund was processed and it will arrive within 24 hours. I never received the funds in my bank, and I am still waiting, I emailed him on the 28th and 29th asking for my refund, and rang the office 3 times just to be told "I will send the massage to Andrew".
On the 4th October I had an email from Andrew saying that my refund will be processed by the 15th, followed by proof of remittance and compensation.
I emailed him on the 16th to tell him that I still have not received my refund and he hasn't responded.
I have all the email correspondence between me and Andrew if you require as proof.
We have lost more than the deposit. We lost our pride in the family and the stress and anxiety that went with it, plus the expense for the taxi and the lost we incurred in all the food and drinks that was wasted.
Thank you for reading my complaint and hope to hear from you soon.
Desired outcome: I want my refund and compensation for the inconvenience and a courtesy car as promised.
How can it be possible, it's not a fake review. I have all the email sent and received as proof.
If anybody wants to see them I can send them.
Hurray! I got a reply from Andrew and he asked me to take OFF the fake review and only then he will refund my money. Isn't that call black mail? He mentioned that they were still having internal issues. Seens like they been having internal issues for the last 2 months, what a joke.
I answered back and told him that, forward my refund first and I will delete the review and write and nice new review in its place.
He replied back and said "I am in the process of refunding the funds today, directly into my personal account for a faster transfer, and not back in the debit card, and that was on the 2nd Nov, unfortunately, not heard from him or received my funds since then, and today is the 20th Nov.
It will be exactly 3 months on the 23rd.
