Hello Mr Raja,
We understand that you have now spoken with our customer service manager regarding this issue. Whilst we do not aim to make any customer feel as though they have committed a crime by returning our vehicle with any form f damage, should any damage occur during the hire, it is reasonable that responsibility of this lies with the customer that hired the vehicle. Not only is this how we operate but it is also fairly common industry practice.
With that being said, we do try to help our customers protect themselves as much as possible which is why when customers leave our cars at repairing dealerships, we ask for our customers to take photos and videos of the condition in which it has been left. This is to protect them against anything that may occur after the dealership have the keys for the vehicle. Its great to see on this occasion that you have taken the time to follow our advice and due to this, you have managed to protect yourself and get confirmation that the dealership caused this damage.
We make no aim to leave our customers unhappy but it is reasonable to expect cars to be returned to us in the same condition that we deliver. It is never the intention to make our customers feel like they have committed a crime so if you were made to feel this way we do apologise.
Your further feedback will be shared with our customer service manager who will be in contact regarding following this up with you.
Regards
LCH
