I am writing to formally address a concerning and unsatisfactory experience I encountered during my recent interaction with Guerin car rental service. I believe it is important to maintain transparency and professionalism in resolving this matter.On 2023.08.08, I made a car reservation (reservation number 5410806, payment value 480.84 Eur) through Guerin company's website, completed the payment process, and subsequently received approval for my reservation. I was provided with a reservation number, which I presented upon arrival at the designated pick-up point.However, upon my arrival at the pick-up point, I was informed that there was no record of my payment, despite your team having my reservation details and the assigned reservation number. This discrepancy led to a delay of approximately one hour while staff attempted to contact the main office to confirm the status of my payment. Regrettably, no confirmation could be obtained as there was no means to verify the payment.In order to proceed with obtaining the reserved car, the staff suggested that I provide my card details, including the CVV code, as a security measure. I expressed my reluctance to disclose such sensitive information, as it would have been documented on paper, potentially exposing it to unauthorized access.Following this, staff members stated that they were unable to assist me further and refused to provide the car. We engaged in a discussion regarding a refund for the payment made, to which your team declined, claiming an inability to process a refund. The situation escalated, resulting in staff raising their voices and refusing service, instructing me to leave the premises without the car.In response to this unacceptable situation, I contacted the local authorities, and a police officer arrived to document the incident. The official report clearly states that I had indeed made a payment, and I have attached a screenshot as evidence of this transaction. The car rental company, however, failed to fulfill its obligation to provide the reserved car.Furthermore, I have initiated a dispute with my bank regarding this transaction, citing concerns of potential fraud. This dispute is currently under review, and I have provided all relevant documentation.Given the circumstances and the substantial inconvenience caused, I respectfully request that you reconsider your stance and promptly process a refund for the payment I made. I believe this is a fair resolution to this matter, considering the failed service and the ensuing complications.I anticipate your prompt attention to this issue and a timely resolution. Failure to address this matter satisfactorily may necessitate further action.
