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Active Car Rent Split - my experience

I intend to write more about Croatia and Bosnia and Herzegovina trip, but for now I am sharing my car rental experience as an FYI. It's not necessarily positive or negative, just sharing information that may be of use to others.

We booked a VW Polo Automatic car through Auto Europe for 2 weeks end of September/early October. Only Fleet was cheaper, but they had a very high charge for taking the car into Bosnia and Herzegovina so we went with Active. They charge 40€ for taking the car abroad which is lower compared to other companies. 2nd driver is 20€ total regardless of the rental period. Deposit is 600€ for small car, 800-1000 for larger car, unless you take their full excess cover insurance which costs 8€ per day for the small car and 12€ per day for the large car. We have third party insurance so we declined and left the deposit via credit card.

They have an office within Split airport. We had to wait about 10 minutes until someone arrived. We got a "free" upgrade to a VW Golf. The car had 34k km on the counter, it was a bit dirty on the outside and had quite some scratches, but no problems at all. It was a diesel car and we were not charged extra for this. It was a good and reliable car... we drove a bit off road in Bosnia which was uncomfortable but the car did fine.

Everything went really smoothly until WE managed to get stuck in a very narrow street in Trogir, on our last day... My warning, be careful using Maps.ME for navigation as at times it tries to direct you to the back of an accommodation in streets that are not meant for cars. The app is fine otherwise.

Anyway, after a very stressful half hour of trying to get out of this situation, the car was heavily damaged on both sides. We reported this to Active Car Rent and they were very polite and said they'd deal with this the next day when we were going to return the car. We also called the police so they at least had a file in their logs, but they refused to make a police report and according to Active, calling them was enough (and they were right i think).

When we returned the car the next day the guy was again very polite and helpful in providing us with all the necessary papers for making a claim with our insurance company. One thing to note though is that he told us that our deposit of €600 was a mistake and it should have been 800€ due to the upgrade. And he insisted that we should pay the 750€ damage now (aside from the deposit) and that the 600€ deposit would be released from our card within a few days. We didn't really like this but in the end agreed to it as he was so helpful providing the paper work plus we had decent insurance so we took this leap of faith. The sudden increase of excess to 800 due to the upgrade does sound a bit fishy though right?

Either way, end good all good. They released the deposit immediately and we got the full 750€ damage refunded from icarhireinsurance / allianz insurance without any problems. I would rent with Active again, but if they give me an upgrade again then I will make sure that they block the right amount of deposit.

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