I’ve just read an article about unsatisfied customers who rented cars and had really bad experience with big brand car hire companies. These customer testimonials are from the Guardian:
I recently hired a car from Avis inLondonand used its home delivery service. When the car arrived I did the usual pre-hire check. This proved very time-consuming as it was covered in scratches. I pointed out as many as I could, although I was told only those over 3cm were counted.
There must have been more than 20 large scratches plus another 20 or so under 3cm.
To confuse matters further, on the paperwork some scratches were marked individually, but where several scratches were together they were marked with a single wavy line.
Eventually, I signed the paperwork and, much-delayed, headed off.
On returning the car, a fine scratch (4-5cm) was found on the right rear wing. Not only am I sure that the car wasn’t scratched while in my possession, I am also positive that I pointed that particular scratch out at the pre-hire check. However, when I looked at the paperwork it had not been marked.
I realise that it was my responsibility to check the paperwork was in order but, given the state of the car, it was hard to keep track of everything. To make matters worse, Avis is claiming that the cost of repairing the scratch is £420.
This is frankly ridiculous. I talked to someone at a local garage who said they would charge £80-£100, at most, for such a repair.
Fortunately, I paid for the extra insurance cover to reduce the excess to £100, but still feel hard done by.
I have written to Avis to complain but without success. SD, Leytonstone,London
• My wife and I recently visited friends inSwedenand hired a car through Hertz, paying £450 for 10 days. We were offered top-up insurance when we picked up the car, for about £120, which we declined.
As it wasmidnightwhen we collected the car we weren’t surprised when no one checked the vehicle before setting off.
After an accident-free holiday we returned the vehicle. Again, no one checked the car. The day after we got home we received an email telling us it had been damaged. The cost to our credit card would be £550.
When we complained we were told the car had a scratch to the bumper and a dent to the number plate. Hertz said it never repairs bumpers and simply replaces them – standard charge, £450.
The number plate also had to be replaced – standard charge £100. I can see from the photos that the scratch is extremely fine and is not on the bumper. The dent to the number plate is barely discernible.
At the very least, this seems like sharp practice. Is there anything we can do? GF,Surrey
Well, these are unfortunately common problems with car hire companies. Customers feel ripped-off by them and they feel helpless too.
Things to remember at the time of pickup:
- Always mark every single scratch on the paperwork because later it will save you money. If the staff doesn’t want to accompany you to the parking lot go back and tell them to mark them on the paper and make them sign it too.
- They may want to rush you but take your time. Take multiple pictures of the car before and after the rental period. In this way you can show that there is no new damage to the car. Take a photo of the mileage recorded as well. All the pictures must be date and time marked.
