Car Rental Services - Poor complaint handling

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When you pay for a service you are entitled to have certain expectations. 

In the case of car rental services, it is important that you receive a car in a good condition, with proper legal papers and no maintenance issues. 

Where such expectations are not met by the service provider, you can raise a complaint. 

However, when such complaints are not dealt with professionally in a timely manner, you have the right to approach the Consumer Forum and seek redressal. 

Examples of poor complaint handling include: 

  • Refusal to accept complaint;
  • Refusal to accept responsibility;
  • Not providing a satisfactory solution;
  • Non-adherence to time for resolving of disputes;
  • Confusion with some other consumer and wrong adjudication of disputes;
  • Rude or unprofessional behavior of the staff or persons concerned;
  • Constant delay in filing of complaint;
  • Failure to provide reimbursement in due time;
  • Failure to provide with the status report of the dispute, amongst others;

If you suffered any of these issues while availing car rental services you can approach the Consumer Forum.

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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