Very bad experience

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  • Customer Service

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Guest's review of RentalCars.com - www.rentalcars.com

★☆☆☆☆

“Very bad experience”

Written on: 12/02/2018

I chose Rentalcars.com in UK to hire a Kia Sportage for three weeks in New Zealand.

Shortly before my trip I was provided with a voucher to present to Hertz in Auckland for the Sportage.

On arrival, I was informed by the Hertz office staff that the car would be a 'Holden' and I that it was equivalent to the Sportage.

However, I found it was much smaller, the engine was only 1.4L and the vehicle could not safely accommodate our luggage.

I found it very difficult to contact Rentalcars.com customer service but, finally I was told that I would have to contact Hertz myself. The contact details they provided were unobtainable. I contacted Rentalcars.com again and was told this time that my complaint would have to be made AFTER THE END OF THE RENTAL PERIOD. They would do nothing in the meantime, so I had to manage with the Holden Trax for the whole three weeks.

On my return I lodged a formal complaint with Rentalcars.com, but they simply told me that the matter would be taken up with Hertz as my rental agreement with them. After two weeks I was told that the Holden 1.4L Trax was an equivalent substitute for the Kia Sportage despite retailing at 25K NZD against the Sportage at 35K NZD.

My complaint was not accepted, yet I was offered a derisory three days off a future hire, which I refused.

  • January 2018

    Date of hire (month/year)

  • New Zealand Auckland

    Country & City of hire

  • Good

    Condition of vehicle

  • Poor

    Choice of vehicles

  • Customer Service

  • Value For Money

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