marjoz

The client was difficult from the very first contact. She changed the pick-up time several times, insisting on earlier delivery, which forced us to end the previous client’s rental early. When we arrived with the car, she did not answer the phone for about 30 minutes.

With the first car (Fiat Bravo), she claimed the gears did not work. Our inspection confirmed the car was fine. Next day, she reported the steering wheel was locked and the battery light was on. We had already informed her earlier that the battery might go flat because something was left switched on, but she did not respond. Around two hours later, she contacted us again claiming the car “had a problem.” Our team immediately travelled from Tirana to Saranda with two cars to assist her. The real issue was only a dead battery, likely because something was left on overnight. The car was fully functional, but she refused to take it back.

We then provided her with a larger, more comfortable 7-seater. The first car was found with heavy interior damage and dirt from cats — scratches, hair everywhere, bad smell, and urine on seats. Evidence provided she slept in the car overnight with the cats inside.

She later received a parking fine in a pedestrian zone with a clear “no stopping” sign. We visited the location, took a video, and confirmed the violation. She still refused to pay. All her claims can be disproven with our evidence, which we are ready to present if needed.

At all times, we stayed polite and professional, never offending her. She, however, made the matter personal and even threatened us, despite being in the wrong.

At the time of return (again at midnight), she insisted the first car was faulty and that the pet-related damages were not caused by her. She also demanded a refund for the fuel left in the first vehicle, ignoring the costs incurred by the company from the unnecessary trip to Saranda and the vehicle damages. The client further claimed that our company had charged her bank account, which is factually impossible since payment was made in cash upon delivery and we have no access to her banking details. She also kept the car’s original key. The keys have still not been returned because she says she wants to “clarify” all her claims first.

As a company, we are requesting that she returns the car keys and pays the parking fine. Once these are settled, we are willing to refund the amount for the fuel left in the tank of the first car.

In the end the client was uncooperative, made false claims, caused damage, refused to pay a valid fine, kept company property (keys), and created unnecessary costs for the company. It is strongly recommended that this individual is not accepted as a client in the future.