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Beware of Travellers Autobarn...unfair and immoral T&C's

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I am a reasonable person and truly believe you get what you pay for.  So when we picked up the campervan from Travellers Autobarn I went in with my eyes open.  My husband has been seriously ill and we needed a cheap break so we took the budget option.

What I was not prepared for was the clauses in the agreement that you have to sign.  We had done our homework, researching insurance excess and what we thought were the key things were… By the time you are presented with further clauses you are all packed, booked and ready to go, so you are backed into a corner, it’s either sign or refuse and cancel your trip..I made the mistake of signing…  I was concerned about all the things that we were not covered for during the entire trip.  I even cut the holiday short by one night as I became so anxious about being “caught out”.   
 
The vehicle was far from perfect, but being reasonable and bearing in mind the cost we shrugged our shoulders and got on with it.  The most annoying of all problems was that the radio did not work (the roads felt a lot longer as a result).  Travellers Autobarn were contacted and we could not negotiate a reasonable location to repair this… we did not hold them accountable to this, as a consumer we are already on the backfoot as we can’t  insist on hefty fines as a result (as they can), we simply put up with a massive inconvenience because of a mistake on their part.

I knew that we were driving through toll roads and set up a causal account to pay all tolls for the duration of my journey, unfortunately there was an error in the set up.  I got two separate e-mails stating that I had been charged a $75 administration fee.  I called Travellers Autobarn straight away and was told that as I had attempted to pay the toll that I would not be charged but as a separate company deal with the infringements and are not available on the telephone I would have to send an e-mail, which I did, including all the reference numbers to prove that this was set up.
 
Penalty Management (the “separate” company)  were not so pleasant, over several e-mails they continually quoted the clauses in the small print to me… I think they thought that I could not read certain fonts so they used several in their e-mails, a lot of bold, caps lock and underlining too.  They were repetitive and refused to listen to my side of the argument.  I asked them to behave in a moral way  as there had been an attempt to pay the tolls but this was refused.  I was told that the $75 fee for each infrigement was a real cost to the company.  I was in fact charged a total of $225 for the 5 minutes it would have taken penalty management to forward the fines to me….mmmm I wonder if they have any jobs going as that is quite a salary someone is on there!!!. 
I called Travellers Autobarn to explain that as I made my return journey through the same tolls there would be further letters, yet as the tolls had been paid I was asking that the infringements were not passed onto “penalty management” to charge me.  The lady I spoke to was extremely cagy and said that they could do nothing with the charges already made but would put a note on my file for when they received the three later infringements.  I said that I would take this up via e-mail and when getting no response I asked outright if I was speaking to “Penalty Management” and was lied to, the lady said “no as you can not speak to them by phone”.  I then received an e-mail  Quote “We refer to your email below and for your call earlier today. …During your call to Penalty Management….Huh”   
I guess my instinct told me at the beginning of our trip that something was not right with this company, I really wish I had listened.  “Travellers Autobarn hide under the pretence of being totally separate but they are affiliates under the same umbrella. Travellers Autobarn ,Periloo Pty,Sydney Travellers Car Market, Zedtrac pty Limited,Penalty Management are all under the same management..  Be warned people and do not use such an immoral and unfair company for your trips.

 Angry

  • Backpacker Car Club (BCC)



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