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Drive on Holidays Provided Dangerous Tires – Refuses to Reimburse €480 After Authorizing Replacement

Resolvida Pública

Drive On Holidays - Comercio e Aluguer de Veiculos Lda

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Problema identificado:

Outro

Reclamação

G. F.

Para: Drive On Holidays - Comercio e Aluguer de Veiculos Lda

13/07/2025

We rented a vehicle from Drive on Holidays in Porto and discovered—after a tire burst on the highway—that the tires were in life-threatening condition. Upon inspection by a certified tire shop, all four tires were found to be structurally damaged and dangerously worn down. We were told it was unsafe to continue driving. The rental company authorized us to replace all four tires due to the critical condition, and we paid €480 out of pocket. They confirmed by phone and email multiple separate times that we would be reimbursed. However, it’s now been over three weeks, and despite repeated follow-ups: • Our calls are being declined; • WhatsApp messages are ignored; • On one occasion, they told us reimbursement would happen upon vehicle return—but after we returned it, they suddenly said it’s not possible. The tires were not roadworthy, posing a serious risk to our safety and others. We lost an entire vacation day replacing them and spent €480—money that was promised to be refunded and still hasn’t been. This is an unacceptable and dangerous failure of duty from a professional rental company. We request immediate intervention so our expenses are reimbursed, and action is taken to prevent others from being put at similar risk.

Mensagens (1)

Drive On Holidays - Comercio e Aluguer de Veiculos Lda

Para: G. F.

15/07/2025

Dear Mr. Orlowska, We are contacting you regarding the complaint you have made through DECO - Associação de Defesa do Consumidor, on July 13th 2025, regarding a rental contract signed by Movida – Drive on Holidays Porto and a third party. Regarding this matter, we hereby inform you that you do not have, nor have you ever had, any contractual relationship with our company, and were not even registered as an additional driver in the rental contract on the basis of this dispute, and therefore you do not have legal standing to represent the contract holders. In compliance with the legislation in force in Portugal, particularly with regards to the General Data Protection Regulation, Movida – Drive on Holidays cannot provide any personal or contractual information to people not bound by these contracts, which is why we are sending you this email informing that we will provide all clarifications to the holder of the contract. Thank you! Best regards, Carla Teixeira Supervisor 13-07-2025 18:31:16 - : From Date13-07-2025 18:31:16To reservas@driveonholidays.com reservas@driveonholidays.com CcReply to SubjectDrive on Holidays Provided Dangerous Tires– Refuses to Reimburse €480After Authorizing Replacement Drive on Holidays Provided Dangerous Tires – Refuses to Reimburse €480 After Authorizing Replacement ‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌

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