Hi. Hope someone can help me, we recently returned a hire car back to barcelona airport which had a small amount of damage for which we accepted responsibilty as some one had hit the car when it was parked in tortosa and driven off. anyway to cut a long story short when we returned the car we agreed to pay 103 euros for the damage so they took that amount from my debit card, no problems so far. anyway to my supripse when we arrived back in the uk and checked our bank statement atesa had taken the 103 euros for which hey gave me a receipt but then witout my knowledge took another 670 euros without my authority, i have tried phoning them several times but there phone seems to be engaged all the time, so does anyone have an e-mail for atesa to which they might reply or a phone number they might answer, Also is there a spanish equivalant to trading standards i can contact, any help greatly appreciated. thank you 

wrote on Dec 4^th, 2012 at 1:28pm:

Hi. Hope someone can help me, we recently returned a hire car back to barcelona airport which had a small amount of damage for which we accepted responsibilty as some one had hit the car when it was parked in tortosa and driven off. anyway to cut a long story short when we returned the car we agreed to pay 103 euros for the damage so they took that amount from my debit card, no problems so far. anyway to my supripse when we arrived back in the uk and checked our bank statement atesa had taken the 103 euros for which hey gave me a receipt but then witout my knowledge took another 670 euros without my authority, i have tried phoning them several times but there phone seems to be engaged all the time, so does anyone have an e-mail for atesa to which they might reply or a phone number they might answer,[highlight] Also is there a spanish equivalant to trading standards i can contact, any help greatly appreciated. thank you

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Hi jt42,
Sorry to hear about your Car Hire problems.The local Comarcal for this area,Baix Ebre,operates a "Consumers Department",which handles  complaints against  Private Companies.I have added a link into the relevant part of there website. (it is in Catalan) They may be able to assist you.

http://www.baixebre.cat/oficina-consumidor.asp

Good luck.

wrote on Dec 4^th, 2012 at 2:31pm:

wrote on Dec 4th, 2012 at 1:28pm: Hi. Hope someone can help me, we recently returned a hire car back to barcelona airport which had a small amount of damage for which we accepted responsibilty as some one had hit the car when it was parked in tortosa and driven off. anyway to cut a long story short when we returned the car we agreed to pay 103 euros for the damage so they took that amount from my debit card, no problems so far. anyway to my supripse when we arrived back in the uk and checked our bank statement atesa had taken the 103 euros for which hey gave me a receipt but then witout my knowledge took another 670 euros without my authority, i have tried phoning them several times but there phone seems to be engaged all the time, so does anyone have an e-mail for atesa to which they might reply or a phone number they might answer,[highlight] Also is there a spanish equivalant to trading standards i can contact, any help greatly appreciated. thank you  [/highlight] Hi jt42, Sorry to hear about your Car Hire problems.The local Comarcal (like our County Councils back home) for this area,Baix Ebre,operates a "Consumers Department",which handles  complaints against  Private Companies.I have added a link into the relevant part of there website. (it is in Catalan) They may be able to assist you. http://www.baixebre.cat/oficina-consumidor.asp Good luck.

Thank you Ebrorob

have you tried your bank where you got the card from,i know debit cards are not the same as credit cards but its worth a try

We've taken note of your complaint.  Enterprise Holdings is  the parent company of Atesa and as customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]enterprise.com with complete details, including the exact pick-up location, your contact information, rental agreement or reservation number and any further information regarding your bill. We'd be happy to help.  When emailing, please list Reference Number 121204-002119 in the subject line. We look forward to hearing from you.

Sincerely,
Amelia
Social Monitoring Coordinator

Credit where credit is due. I have seen many complaints on this fourm relative to problems with car rental. This is the first time I have seen a company take this approach. :)

Hey,well done Amelia from Enterprise Holdings,never seen anything like this before on the TF forum.I believe EH may be an American Company?  This part of Spain should maybe take note on how the Yanks handle there complaints.  :)

Thank you i am impressed with that

Well with that level of after service they may well get my business in future.

I will keep you updated when i find out if there customer service lives up to expectations

Yes I agree this looks to be a first to me, shows that others are watching our post,s  ;) well done
By the way as we are talking hire cars I thought it would be a idea to do a update on my car hire experience a few weeks ago, sorry JT42 for hijacking your thread.
As some of you know I spent a good few hours tracking down a descent deal for 11 days hire picking up at El prat in Barc last month I eventually found Centauro rent a car :) to be, not the cheapest but fair,I was picked  up at airport within minutes of arriving, without having  to ring them, I had booked a Fiesta class B, and ended up with a newish Polo 1.2 TD, they charged a reasonable 74 euros for the fuel "bring back Empty " I did round 8 km left in tank.
On returning car I was dealt with fast and friendly and drop off at T2  in record time with no problems :).
I will be in no doubt to use them again, I would definitely recommend this company.
Phil M

Hi all just an update all sorted, well done enterprise, after a slow start on the spanish side all resolved with help from enterprise. 

Fantastic!