Car rental - Conduct of staff
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Based on Resolver’s experience to date, unhelpful or rude telephone advisers can be a frustrating experience – especially if you trying to make an urgent claim. Ask to speak to the member of staff’s supervisor and make a note of the staff names and positions. The supervisor should apologise on behalf of the company and assure you that you are a valued customer and then address your issue.
If you feel as though your query has not been dealt with then ask for an address for customer services, and write giving clear details of nature of your complaint. Send this letter by registered mail and keep a copy of it for your records. resolver can assist you in submitting, recording and reminding you when and who to escalate to.
Car rental companies have to give clear terms and conditions, transparent pricing info, and a full explanation of their liability and waiver cover. In fact, all charges should be made clear to you upfront.
You should always take a full inventory and get the car hire company to sign off on everything – even if the company tells you it isn’t necessary.
If you decide to take out extra cover, it’s best to make sure that the cover is in the same name as the lead driver. This could avoid a number of potential pitfalls in the future.
Car hire companies should invoice you for any charges incurred. In some cases, they may debit money directly from your account – they should make efforts to notify you beforehand.
If you do have to dispute a charge, you should always try to do it within 14 days.
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