Dear Mr. Hutt,

Thank you for sharing your feedback. We are sorry to hear about your disappointment and understand how upsetting such an experience can be. Please allow us to clarify a few important points regarding our procedures.

At Klass Wagen, customers are free to choose whether or not to purchase our Risk 0 protection, which is an optional service designed to eliminate any financial responsibility in the event of damage. For customers who choose not to take this coverage, a security deposit is required — this is standard practice across the car rental industry and is fully refundable once the vehicle is returned in the same condition as at pick-up.

We never withhold deposits unfairly or invent damages. Every charge is supported by photo and video documentation from both pick-up and return inspections, which are always available for review. Our team is also trained to ensure full transparency during this process.

We sincerely regret if the way our procedures were explained made you feel pressured or uncomfortable. Your comments have been shared with our Bucharest team for review to ensure that all customer interactions remain clear, respectful, and professional at all times.

If you would like us to personally review your rental file and clarify the deposit details, please contact us at customer-care@klasswagen.com
with your rental agreement number. We will be glad to assist you further.

Kind regards,
Klass Wagen – Cristina