Tuesday 18 June 2013

Biggest car hire complaints revealed by Which?

Which?  the UK consumer magazine has just published "Which? reveals biggest car hire complaints- Extra charges fuel car hire complaints"

Car hire companies are failing to deal properly with customers complaints, Which? research has shown.

A massive 60% of Which? members who had made a complaint said they were unhappy with how car hire companies and brokers dealt with the matter.

However, there is no mention about customers having to pay for unwanted or force sold car hire excess insurance, but according to the report ".Nearly one in five (17%) Which? members complained about extra charges they had to pay when they picked up the car at the start of the rental. The other top reasons for complaint were customer service (14%), the condition of the car (11%) and fuel charges (10%) Of those who complained, six in 10 said their complaint was handled poorly or very poorly. Avis had the worst record as 59% said it handled their complaint poorly or very poorly - only 19% were happy with how the complaint was handled."

Richard Lloyd, Which? Executive Director, said: 'It's no surprise that consumers are completely fed up with hidden and sneaky car hire charges, and to add insult to injury they are getting a poor response when they complain about it. Car hire websites must be clearer about charges to allow consumers to shop around for the best deal. We are pleased to see, following our last invesigation, that some companies are making charges more transparent, but we need to see all companies making improvements." (source Which? 18-6-13)

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