Europcar Car Rental

I wanted to save some money by hiring a truck and moving my furniture with the help of my family as apposed to using a moving company. (hindsight is a beauty thing) It was my stuff, so i booked a few days in advance in my name, but my brother was the driver so he collected the truck and paid. The day of collection i recieved a phone call that the moving trolly wasn't available, so i wouldn't be changed for that. Lucky my dad has one. Upon collection he did mention the guy said a few times that they are not liable for any damage to my belongings (makes me thinks this has happened before). Also the truck has a lift and my brother wasn't informed on how to use it. Not being able to use the lift was dangerouse for my family moving my belongings into the truck, but they managed. On the way to my new home, we called and asked how to use the lift, Ian was helpful and said to swing by and collect the key that was needed to operate. He did mention he wouldn't charge us for some km ($0.33 per km as it only includes 100km).He showed us how to use the lift. It was raining that morning during the drive. Once we arrived at my home there was water to one side of the truck floor. We took photos and a video of the evidence. The side that had water on the floor was the side my mattress and base that was wrapped in plastic, was on. So my matress was soaked. I was not able to sleep on the mattress. I had to hire a professional to clean my mattress $150. Once we returned the truck, Ian informed us to email him and he will send it to HQ, also said he won't charge us until it has been resolved. I recieved an email back from Europcar saying "I have raised this incident with upper management to see if there is any recourse for the damage to the mattress, however as there was no visible signs of damage (ie. holes in the roof or wall), we can not decidedly accept liability for what has happened to your belongings" and an apology!! So they are insinuating that i have wet my own mattress?!! We were charged $173. This is not good enough! I will never use your services again. I have contacted Victorian Consumer Affairs