Juan S., a customer of a rental car company, a Spanish citizen, visits Bulgaria and uses the service of the dealer R. B. An accident occurs and the rim of the rented car is damaged, after which the dealer withholds and does not refund his deposit upon returning the car.
Juan S. makes attempts to contact the dealer, but his letters have remained unanswered or he has received a blanket response by phone that there is no basis for satisfying the claim.
Juan S. contacts the European Consumer Centre, after which his letter is forwarded to the CARS "Consensus" with a request to initiate a conciliation procedure. In the request, he states that his letters have remained unanswered and due to neglect on the part of the rental car company there is an indirect refusal to refund his deposit.
Juan S. attached to the application for initiating conciliation his contract and all correspondence with the service provider and indicated that he had paid an additional fee, which gave him the right to claim his deposit back in the event that minor defects were found on the car upon its return. He also applied the general terms and conditions of the dealer. His claim was made with a request for an opinion sent by the conciliator to the company's official address, together with all documents submitted by the customer (contract, receipts, etc.), the company's email was confirmed after a phone call by the conciliator.
Following the official request from the conciliation body, the dealer sent an opinion, informing CARS "Consensus" that he had decided to accept the customer's claim. He stated that the deposit would be refunded to the customer's account, from which it was debited at the time of conclusion of the contract.
