Hello,
On August 7, 2025, I rented a 2019 Volkswagen Polo (VIN WVWZZZAW6RU134201) from Poppy Car Sharing in Brussels. During this rental period, minor cosmetic damage occurred to the vehicle, consisting primarily of dents and scratches with no structural or mechanical harm, as documented in an independent damage report by Carvaloo dated August 13, 2025.
Following this, Poppy charged me an invoice amounting to €4,382.56 (Invoice #2025/263) for repairs. This invoice was issued after an assessment by their designated repair company, New Dimacar, which claimed extensive replacement of parts including a full headlight at the cost of €1,326. However, I have conducted independent market research and obtained expert repair estimates which confirm that the reasonable cost for such cosmetic repairs ranges between €800 and €1,300.
Despite my efforts to seek clarification and provide a fair settlement offer of €900, Poppy has refused to respond substantively or justify the significant markup—ranging from 237% to 447% higher than market value. They have also rejected technical explanations for why repair alternatives, such as paintless dent repair, spot repairs, or used parts, were not used instead of costly replacements.
I have formally lodged a complaint with the European Consumer Centre (ECC) Belgium to review the fairness and transparency of these charges. Meanwhile, I am withholding payment of the invoice in good faith, pending a resolution of this dispute through appropriate regulatory channels.
I request the assistance of Test Achats to mediate this situation, ensuring that the charges levied are fair, proportionate, and comply with Belgian consumer protection laws, including Belgian Civil Code Article 1134 on proportionality and good faith, as well as EU Consumer Rights Directive 2011/83/EU on transparency and consumer protection.
I am prepared to provide all supporting documentation, including the damage assessment report, repair invoice, correspondence with Poppy, and independent repair quotes for your review. In case the documents are available here, I have more documents which I can provide.
Thank you for your attention and assistance in this matter.
Kind regards,
Fabio Pano
