Avis pour Bouguenais

Dear support team, You could have just saved your time rather than providing such a reply to my feedback, I would definitely have preferred to get ghosted rather than finding this email, which feels like you're mocking me. Please, let me go through this whole situation in detail, because the MIN Nantes office didn't behave in transparency, and I hope that this customer service doesn't align to such work ethics: 1. The MIN Nantes employee picked us up from airport and took us to the office. My passenger, which is a handicapped person, remained near the car waiting for me to sign the papers. She asked in French if smoking was allowed, and**your employee directed his hands towards the open door of the car and invited her to sit inside the car.** Please note that **your employee NEVER mentioned that smoking was not allowed when I signed the papers.** 2. Given the above interaction and not seeing any "no smoking" sign anywhere inside the car led me and my passenger to assume that smoking was allowed, hence my passenger smoked inside the car, and every single timewe had the windows rolled down completely 3. When I returned the car, your employee noticed some ashes on the car floor (because my passenger always smoked with the window rolled down to ventilate the car) and allegedly claimed that the seats had a bad odour and that they definitely needed "decontamination" rather than the simple cleaning fee to be applied. Please note that my passenger is a smoker,**but I am not** and I can clearly smell the bad odour on objects and fabrics and**I definitely didn't smell anything on the car seats**. Please also note that **your employee** first mentioned that decontamination was necessary, then**told me that if I didn't want to go that way I could have gone purchasing some spray products to apply on the car seats directly to remove the smell**, which made me doubt about the real need to decontaminate the car since covering odours is not the same as removing them. Of course, with limited time and no language spoken that was not a possible solution. In addition to the above, **your employee also stated that the cleaning conditions of the returned car**, even though there was a little ash inside,**were not significant to require the cleaning fee**. 4. Your employee then took me to the car wash service close to their office, inside MIN, and spoke in French to the person in charge to get a quote. Please note that, even though I don't speak French,**I clearly understood your employee saying to the car wash representative "he doesn't speak French, only English"**, then proceeding to speak with him in French and after that providing the quote for decontamination. 5. After agreeing to pay the extra fee for decontamination, I asked your employee if the contract specified that smoking was not allowed, and**he said that the general conditions that I signed clearly stated that smoking was not allowed**. However, on the way to the airport with another employee of yours, I checked in detail the signed contract and found out thatyour general conditions do not specify such policy anywhere, hence **your employee has deliberately lied to me to enforce an additional fee**and taking advantage of the situation (our imminent departure from airport with limited time to contest). 6. I've also asked the second employee mentioned above (the one who took us to the airport) to confirm if the no-smoking policy was in the contract documents, and**he also confirmed it was stated (and lied as well as the first employee)**. Please note that this second employee collected my email address and forwarded it (in my presence) to your MIN Nantes office to provide me the mentioned no-smoking policy that I couldn't find, and**your office HAS NEVER PROVIDED SUCH DOCUMENT SHOWING THAT SMOKING IS NOT ALLOWED**. Now, given the above outline of what happened, I guess it is clearer why I feel frustrated for the situation and also why I feel like I got scammed by your company. It is not a matter of unmet expectations on the service: **your employee deliberately lied to me and took advantage of the language barrier and the limited time available to charge extra money**. The bare minimum you could do to actually be useful is to enforce any work ethics on your representatives and avoid such situations to happen again, or maybe investigate internally what happened. I didn't expect you to refund me the additional expenses, but I thought your company was at least serious enough to ask for some additional clarifications. I hope that helps. **Marco Ricci**

Hello, Following your request, we would like to confirm that according to the **General Rental Conditions (GRC) of RENT A CAR**, it is clearly stated that: > **"A vehicle returned in an abnormally dirty condition may be subject to a flat-rate cleaning charge, the amount of which is specified in the General Information."** Additionally, while the **no-smoking policy** may not always be explicitly stated in every document excerpt, it is important to note that the **general policy of car rental companies in France**, including RENT A CAR, is to maintain a **fleet of non-smoking vehicles**. Therefore, **smoking in a rental vehicle may result in additional cleaning fees or financial penalties**, especially if **a tobacco odor is detected upon return**. In your case, the agency simply applied this commercial policy and acted with transparency by **accompanying you to a cleaning station**, demonstrating a willingness to assist you in the best possible way. Cordialement, **Abdellah** _Le service clientèle_ @ : service-clientele@rentacar.fr 📞 0891 700 200 (0,20/min prix appel) www.rentacar.fr ![Logo
Rentacar](https://theme.zdassets.com/theme_assets/17718542/801fd9d12c419ea313849d28467da8382ed8b2f6.png) 

So let me get this straight: 1. You just confirmed that your employee LIED to me, since the smoking ban is not explicitly written in the contract and two of your employees at MIN Nantesliterally said that it was; 2. You confirmed that your employee, by inviting my passenger to sit in the car to smoke, either DOES NOT KNOW your policies, or FAILED to present the company intention to maintain a fleet of non-smoking vehicles; 3. You also acknowledge that your employee never provided clarifications after I directly asked and provided my email address at the end of my rental, as I stated in the previous email to you; 4. You confirmed that your employee WAS NOT TRANSPARENT, since the flat-rate cleaning fee for abnormally dirty conditions was indicated in the contract as 30€, while your employee initially told me the fee was 80€, and eventually got to 50€ because I cleaned the exteriors myself. I understand that you need to take part for your team, but again: I'm not asking for refunds. My whole point was to highlight what I believe was a very bad situation and these replies are really out of this world. At this point, please do not reply anymore, I think we have said whatever was meant to be said. Cordiali saluti. **Marco Ricci**

Hello, L'option nettoyage que vous pouvez souscrire en amont de la réservation est de 30€. Le tarif des frais de nettoyage dans le réseau peut aller jusqu'à 150€.  Cordialement, **Abdellah** _Le service clientèle_ @ : service-clientele@rentacar.fr 📞 0891 700 200 (0,20/min prix appel) www.rentacar.fr ![Logo
Rentacar](https://theme.zdassets.com/theme_assets/17718542/801fd9d12c419ea313849d28467da8382ed8b2f6.png) 

Abdellah, It’s the second time you reply only to the matters that are convenient to you, ignoring all the rest I said (let me remind again that your employee told me that the car was not that dirty to need that fee to be applicable, whatever the price). I also don’t understand French, I think it was pretty clear as I also stated, and feel like you are taking my emails as a personal attack. Let me be clear, I’m not mad at you particularly, but I must underline again that such replies are really useless. However, if you really need to have the last word on this matter, please go ahead. I won’t reply again, we both wasted too much time. Marco Ricci