Europcar France ,Marseilles how do you say screwed in French? Marseille France

I was shocked that Europcar wanted to charge me 125 Euros (approx $200 USD) for a "lost key". I rented a 125cc moped from them for 3 days. the total charges were to be less than $195 USD. On the first night, the "made in China" key which was noticeably twisted when It was given to me, broke off in the ignition and I was unable to start or move the moped. It was after midnight and I was stranded. I called the 24 help line and they said it was no problem, they could send a tow truck and I could get a new moped in the morning. Sounds good?

I was foolishly under the impression that this was part of the benefits of dealing with a national company. When I arrived in the morning they still did not mention any charges. It was only when I returned 2 days later to return the moped did this come up. I would have been happy to pay a fee for the key even though I felt that it was really not my fault. (you have to put pressure on the key to open the seat storage area and it was this motion that broke the key). $25usd or $50 or even $75 USD would have been pallatable but 125 Euro ($200USD) is completely unfair. Hereis a copy of my email to them with their reply.

Objet : Rental # 2073338829 and #2073338900

Bonjour Valerie!

Je vais ecrire cette lettre en englais par-ce-que cest trop difficile pour moi expliquer en francais!

Hello,
I was totally surprised when I got my bill and there was a 125Euro charge for towing and/or replacement of the broken key. I think this was unfair for the following reasons. Firstly, when I called the 24 hour assistance line in Paris, there was no mention of any charges. Secondly, when I met with you in the morning, you didn't mention any charge as well. Thirdly, I am sure that these keys break quite often. When I was first given the key, I noticed that it was already twisted and therefore weak. The key broke without any forcing on my part. The ignition was unlocked and I was trying to open the seat and the slight pressure needed to do so was enough to break the key. If anything, I thought you would have credited me some money for the huge inconvenience this caused me as I was left stranded at 1 am in the morning as a result of this problem! I would have been happy to pay a small charge for replacing the key but I find 125 Euros completely unfair.

The bike was less than a few kilometers from your office and I'm sure I could've arranged to have it delivered to you for much less money but I was under the impression that roadside assistance was a free benefit of renting from Europcar. Please consider my situation. If I had been reckless in any way I would not say a word, but the truth is the keys are made from cheap metal and I was using it exactly the way it was to be used. I appreciate your help in this matter as I cannot afford the 125 Euro charge. Thank you once again and I hope to hear from you soon.

Best Regards,

Hello Mr ,
I reply in English, but forgive me please if you find some mistakes inside the text !

As regards the price of the key, we charge you because the damage on vehicle or equipment between your rental location is for your responsibility. The key wasn't broken when we rent you the scooter. So, we have to charge you for the damage because we need to buy a new key for the replacement. This is inside terms and conditions of rental location.

It's possible that Europcar Assistance didn't tell you anything about that because they just look after find you a solution to give an another vehicle et transfer the first one inside garage. Europcar assistance knows anything about price or invoice.

I'm sorry for this problem but I can't do something because the damage concern your rental agreement and so, your responsibility.

Best regards,

craig
montreal, Quebec
Canada