Car Rental Services - Poor service

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You should always expect a car rental service provider to provide a clean and well-maintained vehicle, proper GPS facility, on-time arrival of the car, stick to the rate card and charge appropriate fare and provide for redressal of disputes, if any.

In certain cases, the car rental service provider fails to provide these basic facilities. 

A consumer may not get the vehicle on time, or receive one with internal or external damages, be overcharged because of wrong computation of fare, be treated unprofessionally by the staff members or have had a terrible experience with the booking because of some technological glitch. 

In cases like this, you have the right to raise a complaint and seek a remedy such as compensation, an apology, reimbursement of damages or any other appropriate remedy.

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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