So You Need to Complain About Your Car Rental Experience
How to Complain About Your Car Rental
You know in our industry, as In any industry, sometimes things don't go as planned.
You've booked the car rental in good faith, and then you don't get what you've asked for.
So rather than grinning and bearing it, you can always complain.
Now if it's one thing we British are not very good at it's complaining - great at moaning - but not complaining.
So how to make a complaint about your car rental?
Well first of all, you should always make the car hire company the first port of call. Although it is acceptable to give a verbal complaint, we suggest that you make the complaint in writing, to ensure you have an audit of the whole case. Remember this may take some time to resolve, so best get the foundations of the complaint in early. Most of the major car rental companies encourage you to contact them via the website if there is an issue, but remember that social media (Facebook and Twitter) are also convenient and in some cases almost instant
Give the car rental company a reasonable amount of time to respond. If the resolution is not to your satisfaction, there are other avenues to drive your complaint down.
There are specialist organisations out there, with codes of conduct for their car rental company members.
To start with you have the European Car Rental Conciliation Service the ECRCS. This is a free service and it covers all of the major European car rental companies including AVIS, Alamo, Budget, Europcar, Hertz, National, Sixt, Firefly and Enterprise. In order to get your money back through the ECRCS you will have had to book your car directly through the car rental agent and not through a third party, like ourselves, BestCarHire.
In order to qualify for assistance with the ECRCS :-
You must be a resident of the EU and the rental took place within an EU country which you are not a resident of
The matter relates to one of the rental firms subscribing to this service
You have gone through the rental company’s own complaint procedure
Your claim relates to a refund of charges relating to the rental
In the UK assistance can also be sought from the British Vehicle Rental and Leasing Association (BVRLA), who can help you with complaints about its members.
BVRLA members range from the multinational car rental and leasing companies right through to your local, independent car hire provider. The BVRLA represents the interests of more than two million business car drivers and the 10 million people who use a rental vehicle each year.
The BVRLA is also a great source for all background information on car rental in the UK.
In the United States, one of the best points to contact is the BBB (Better Business Bureau) who can help to resolve your car rental issue.
So don't just sit there give the companies your feedback, and ensure the industry continues to improve its customer service.
About the author
Malcolm lives in Glasgow with his wife Lynn and 3 grown up children. With a background in Information Technology and sales and marketing, he has incorporated these professional skills into all his online ventures.
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