Car Rental Services - Expectations not met

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You should always expect a service to match up to what was advertised. If you are unsatisfied with the services of the rental company, you have a right to take your issue to the appropriate authority or the Consumer Forum. 

Following are the few instances where reasonable expectations of consumer are not met:

  • Damaged vehicle (internally or externally);
  • Missing legal documents of the car;
  • Details of vehicle not provided in due time;
  • Late delivery of the vehicle;
  • Unprofessional redressal of disputes by the staff members;
  • Unclean car;
  • Overcharged rates as compared to the promised price;
  • Vehicle promised is different than the vehicle delivered;
  • Cancellation of the rental service without due notice;
  • Denial of any existing damage;
  • No platform to deal with Consumer Complaints, amongst others.

In such a scenario, if the service was booked online, you can take a screenshot of the booking as proof and raise your complaint.

In case of offline booking, make sure you collect the receipt which to serve as proof for any further proceedings.

Raise a case via Resolver, making sure to include any evidence you might have.

You should know
  • Car rental services usually charged a fixed amount which is billed through due process. A receipt might be handed to you before the beginning of your trip indicating fixed and variable costs. Your total fare will be based on the mentioned costs.
  • Additional charges like toll taxes, convenience fees, etc, must be disclosed before the beginning of the trip.
  • Your car rental could either be self-driven or chauffeur driven. In any case, read the terms in the fine print before finalizing the booking. Liabilities with respect to maintenance, third party damage, theft, accident, fuel usage, rental, etc, should be clarified before the booking.
  • You might be charged if you fail to return the car on the stipulated day and time. To avoid this, extend your booking in advance.
  • Cancellations should be free of charge if made well in advance. A small fee might be levied in case of last minute cancellations.
  • You must keep all the bills related to your car rental booking readily available, in addition to the driver’s details, vehicle number, etc.
  • If any unforeseen situation arises, immediately contact the car rental service provider and lodge a complaint. You should be able to explain the situation and issue in detail.
  • You might be offered a refund as compensation for your bad experience or a rebate coupon, although this is not guaranteed.
  • If the service provider fails to help you, you may escalate the matter by filing a consumer complaint at an appropriate consumer forum.

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