Decode Car Hire

[brendanne]

We like you have the same problem wen we arrived at Alicante , and five weeks on still trying to get the money back

[Bob Pallas]

Using the information contained within this thread, I was able to check with the hire provider in the resort to see if Decode / Rubbe had paid up after they had taken my card details on their site. I discovered that they had not. I contacted them and they said I had to pay on collection. They reassured me that they had not taken any money from my account. I checked the banks and they were right! No money lost and I get my car on arrival in the resort and pay only once. Result!!!

[K Pilk]

I hired a car via Decode in July this year whilst in Croatia. THey billed my credit card and did not pass on details to Hertz who supplied the car. Hertz therefore also billed my credit card. I am now waiting for a refund which must be made via bank transfer as not possible to do so via credit card refund as they are " upgrading their system" I am deeply suspicious and advising my bank.

[TonyC]

I used this company to book car hire in Malaysia and would advice against using them. Although I paid Decode they did not pay the car rental agency and the agency has now taken the cost of the hire from my credit card and I am trying to get the money back from Decode. The credit card company have told me that they have lots of similar problems with Decode. When I started explaining the story the person i was talking to guessed the name of the company before I said the name. Fortunately my bank is being very helpful so I should not end up out of pocket but i would still avoid using them.

[Taz_01]

two months on I am still waiting for my refund. Decode are not responding to my e-mails and do not answer their phone. My bank (Santander) say as I paid on Visa debit card I do not have a claim. The stress at losing £580 is getting too much. Any sugestions. Legal action will cost evn more money

[Tim]

Why don't you submit your problem onto the Legal Forum on this site? You might get some advice as to your options,

Good luck,
Tim

[Taz_01]

Thanks Tim however I am pretty new to this. Where do I find the legal forum

[Tim]

If you go back to the main forum page you will fine the 'Legal, Fiscal and Real Estate Advice'. It's a bit further down. They will give you some advice although they are not always very quick to reply.
Worth a try though,
Good Luck,
Tim

[LennyBoy]

Booked car 3 times this year for Torrevieja/ 2 times used Decode Car Hire and 1 time Carrentals. Every time I find new reviews about the car hires online, that does not encourage to book a car online From experience, the Carrentals was my worst choice, still waiting for refund after 4 months and the car wasn't that cheap, though I was hoping to receive appropriate services in return I think better book cheaper, in case some trouble appears with the payments, don't have that much loss. booked car from decode for my winter holidays, so far no trouble

[melsy71]

I had a charge on my CC from a company i didn't know, i stopped it via the bank and this was the email i just recieved poor guy's !


Dear xxxxx

I am contacting you regarding the car rental activity you had here in Turkey from the 10th of June to the 17th of June.
The car hire broker company you booked your car through was Decode Car Hire(Suncar). we know that you paid the full rental fee to this company online.
According to the agreement we made with this company called Decode, they have to tranfer us payments every month as per the statements / invoices we send them monthly.
However, they have not transferred our payments for about five months and they have put us in huge troubles. We were almost on the verge of bankruptcy because of this unreliable and dishonest company. We have tried to reach them for quite a long them,but they neither have replied our emails nor they have taken our calls.
When we reached them lately, they told us to charge all the customers off their credit cards and that they would refund all the customers as it is the easier for them to refund you directly.
Thereupon, we charged the rental costs off your credit card as per what we were told by this company. As far as we can see now, they have not contacted you and have not refunded you any payments. However,please apreciate that we were the ones who provided you with a car here in Turkey and they were the ones who charged you and who did not not pay us.
We understand your position very well,but please appreciate our position and our concern,too. We are very sorry for any inconvenience caused.
We want you to contact this company called Decode(Suncar) and ask for your refund. You may also sue them if necessary. So please contact your bank and set the payment charged by our company free.
We would want to hear your comments and we hope to serve you any time you are here in Turkey. Should you have any further queries or need any further information, please feel free to contact us anytime. Thank you very much for your time and reading my long email.

[Taz_01]

So the Saga continues

I am still waiting for a refund from decode car hire 3 months on. theyDecode emailed me yesterday and said their systems would not allow them to refund and I should claim through my bank. I am going through the bank but not having much success I believe this is a new tact to avoid payment. Do not use them!!!!!!!!!!!!!!!!!!!!!!

[brendanne]

Hi
This is the only way to get some money back if you paid by credit card, and the sum is in excess of £100.00 your credit card company by law have to repay. They log a dispute with Decode 's bank.

I have had all moneies refunded via this route.

But the real issue is that the company can continue to trade until all credit card companies withdraw their credit, and force them to stop this scam . Apparently , according to trading standards this is a civil matter only. It beggers belief that this can continue. As far as I can determine this is "fraud" as they knowingly took monies from customers knowing that they were not going to supply goods or services.

Thisw company is the subject of many forums Travel supermarket etc. Many of us have reported this company to BBC wtachdog and Daybrak TV , to try and get some publicity and save others the misery we have expereinced.

[Taz_01]

Unfortunately I paid by DEBIT card. I am claiming through goods and services not received but I dont know it is taking so long. I have also reported them to watchdog.

[brendanne]

It can take a while , mine took two months, good luck

[Taz_01]

I have now received the following email from decode. However when they were contacted by my bank they informed them that the would be refunding me. My bank have therefore deemed my claim invalid. Its now been 3 months and I am no further forward. Decode do not answer their phones.

Dear Client,
Accept our apologies for the delay of our reply.
We have been encountering problems with our system management, which have partly blocked our ability to provide prompt refunds.
In order to receive a refund in the given situation of shortcomings regarding payment types, please contact the Bank or Credit Card company operating your remittances at the time the transfer took place.
Inform them to issue reclamation as a chargeback on the amount and we will authorize the process as soon as the application reaches our Bank.
The given process will include time consumption from your side, but it’s the most effective way to provide that the refund will take place in the nearest future.

--

Best regards,

Decode Car Hire Team
St Clements House
27-28 Clements Lane
London EC4N 7AE
Phone: +44 (0) 193 4105
Fax: +44 (0) 3370 7913
E-mail: customersupport@decodecarhire.co.uk
Decode Car Hire | Cheap Car Hire | Cheap Car Rental | Airport Car Hire