"bad service"

Europcar Secunda "I'm totally not happy with their service" when I returned car that I was renting....a guy who was checking a car. He showed me a hail damage on a car roof of which i don't know about it. Then he gave me a claim form to sign....I did sign a form then he said they will contact me about a quatation. I waited for their call, but they didn't phone me...the next thing they took half of my money I paid for access without my concern. Is this fair??? Is this a good service??