Ask the experts: 'After just 27 miles my hire car's clutch failed... and it cost me ￡3,838'

My family and I rented an Opel Vivaro from Sixt at Copenhagen Airport on May 28. I had driven only 27 motorway miles when the clutch failed. This was truly terrifying as I couldn’t even get out of gear, let alone change gears.

I summoned Sixt’s roadside assistance, which confirmed a failed clutch and arranged for the car to be towed away. Sixt supplied a replacement vehicle the next day.

I thought that was the end of the matter but I now find that my credit card has been debited by ￡3,838 for a replacement clutch. Sixt says this is not covered by my Collision Damage Waiver as burning out a clutch is considered to be the result of negligent driving.

Since a clutch is an internal part that is not possible to inspect before accepting the vehicle, I think this is grossly unfair.

I have asked Barclaycard to stop the transaction under the Supply of Goods and Services Act 1982. What else should I do?

Andy White

Gill Charlton, consumer champion, says:

Even if Barclaycard gives you a chargeback on the disputed transaction, this does not mean that the problem goes away. Car hire companies can instead pursue the customer direct for payment, using court action if necessary. It is essential to enter a dialogue with the rental provider and its agent.

I agree that it is highly unlikely that you would have driven so incompetently as to burn out a clutch on a flat stretch of Danish motorway.

I asked Sixt – which has a reputation for fairness and good customer service – to review your case, especially as the charge seemed very high.

Despite the Danish office’s negative responses to you, Sixt says it had already questioned the cause of the clutch damage. It had requested Opel’s own repair team to provide proof of user error.

Opel said the damage was due to a manufacturing fault in the gearbox cylinder and would be covered by the vehicle’s warranty so you do not have to pay.

Sixt says that when a customer complains, its staff always undertake a review. If you live in the UK and have rented from Sixt anywhere it the world, either direct or through an agent, you can contact its UK customer services team about any post-rental issues: sixt.co.uk; 0844 248 6620, option 4.

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