Enuygun.com Refused to Refund Me After Car Rental Was Canceled
On the night of July 5, I made a car rental reservation. The vehicle was scheduled to be picked up the next day at 12:00 PM. Around 11:00 AM, I contacted the company via WhatsApp and explained that I had made the reservation in my son's name, but he was sleeping since he had arrived from abroad during the night. Closer to 1:00 PM, I spoke with the company again, and they said they would run a Findeks credit check. At 12:53 PM, I asked them to send the Findeks message, which they finally sent at 1:03 PM. During this entire process, I was never informed that we needed to show up within one hour. Since my son lives abroad, the Findeks report did not come through. At 1:05 PM, they informed me that they had emailed Enuygun.com to cancel the booking. I then called Enuygun’s customer service, but was told that since more than an hour had passed, the full fee was non-refundable. This is completely unethical. I kindly request that this unfair situation be resolved as soon as possible and that my payment be refunded.
Hello Ms. Ayşegül, We have tried to contact you multiple times regarding the situation you experienced, but we were unable to reach you. If you could provide us with a phone number where we can reach you, we would like to speak with you. As Enuygun, we would like to state that we always strive to provide better service to our valued users and, in this regard, we continuously expand and improve our team. For all your questions and inquiries, you can reach us 24/7. Best regards, The Enuygun Team
Hello Ms. Ayşegül, We would like to convey the issue you mentioned to you again in writing. As stated in our Terms of Use before purchasing the car rental service; 9.3 Enuygun.com is only an intermediary service provider and does not accept any responsibility in the event of disputes that may arise between the service and product providers and the user, in cases where the services they offer are disrupted or not provided at all, or in relation to transactions that will occur after a reservation is made through Enuygun.com. The User is aware that they cannot hold Enuygun.com responsible and acts accordingly. The car rental agreement is established between the Users and the car rental companies. The fact that Enuygun.com provides a customer service for users' cancellation/refund/change requests is intended to fulfill requests in accordance with the policies and rules of the relevant car rental companies, and does not mean that it has the authority to fulfill users’ arbitrary cancellation/refund/change or other requests contrary to the contract. Change, cancellation, refund, and penalty fees are determined by the rental companies. As an intermediary, we have no initiative regarding the transaction rules set by the companies. Not only are we not decisive in this matter, but we also cannot make changes later on. We would like to reiterate that the situation you experienced did not originate from Enuygun, and we wish you a good day. Best regards, Enuygun Team
