24 JUN 2019

How To Complain To Your Car Hire Company – Our Guide

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Whether it’s a car breakdown, unexpected car charges, or merely poor treatment to customers, you have the right to file a complaint to your car hire company for any problems that rooted from their lack of transparency. In that regard, this article aims to drive you forward with your problem at hand with tips that should direct you to find a satisfactory resolution with your car hire company.

An overview:

Make sure to keep a record of your complaint by having it in writing to back-up your claims. The car hire company will take at least 14 days to address your complaint and rectify the situation.

How to complain about unexpected car charges

Being charges with unexpected costs when travelling can truly make unnecessary changes to your budget. Of course, there are cases where the charges are fairly judged – a few bumps in the road may have led to damages on your part. However, there are too many cases where the charges, be it for fuel, upgrades, damage, or car hire excess insurance, come as an unpleasant surprise.

In such cases, the rental company should justify the claim with a transparent outline detailing the charges and proof of reason why the damage falls on you. To avoid this, take the opportunity to inspect the vehicle with an attendant present as proof that there was no damage before you dropping off the car. It’s also good practice to take photographs and inquire about the car rental’s staff for many minor bumps or scrapes.

If the dispute has not been resolved, you can have credit or debit card protection as an alternative solution. If a charge has been taken, you can claim your credit provider, which falls under Section 75 of the Consumer Credit Act 1974. This applies to all debit card users wherein a chargeback system allows your provider to reverse the payment to claim back your money.

Seek out the right conciliation services

In cases where it hasn’t been resolved after 30 days and you’ve exhausted all your options, you can involve some organizations that aim to resolve disputes with customers to escalate your complaints.

European Car Rental Conciliation Service is a free service that bridges the unresolved issues of customers concerning cross border vehicle rentals within Europe. However, ECRCS only handles complaints that fall under their member companies, which includes Avis, Alamo, Budget, Europcar, Hertz, National, and Sixt. The car rental should be booked by you and not a broker or travel agent as the service only caters to complaints within the customers. Only then will the investigation be approved, wherein they analyze if the car rental company has breached their code of practice.

This includes advertising, customer information, vehicle condition, pre, and post-rental inspections, and billing. In the case of misconduct, the customer may be approved for a refund.

As an alternative, European Consumer Centres Network also offers free services that can help address your dispute with the car hire company. On the other hand, you can opt for the British Vehicle Rental and Leasing Association for UK rentals.

If you’re looking to learn more about how you can claim compensation, Consumer Reclaimers is your best option. Get in touch with us today to see how we can help you.

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