Frustration and Disappointment: Consumer Experiences with Rental Car Companies
The process of renting a car after an airline flight can be a source of anxiety for many travelers. However, it seems that the march from the arrival gate to the rental car counter may be causing even more frustration. A recent report by ConsumerAffairs, a watchdog organization, examined consumers’ experiences to rate the best rental car companies among eight major brands.
When it comes to trust and customer satisfaction, the results are far from convincing. The top-rated company, National, received a meager 2.3 stars out of a possible five. Even more concerning is the fact that six of the eight rental car firms were rated at less than two stars. Alongside National, its sister brands Enterprise and Alamo made it into the relatively higher ranks. The other companies included Hertz, which owns Dollar and Thrifty, and Avis, which is aligned with Budget.
So, what exactly is driving these dismal ratings? The answer can be attributed to one major factor: frustration. Customers have shared their experiences with rental car services, highlighting their grievances and disappointments.
One customer, Drew from Lakeville, Minn., recounted his ordeal with Alamo at the Sarasota, Fla., airport. Shortly after driving off the lot, he discovered a dashboard warning indicating that the engine oil had zero percent life left, suggesting that the vehicle had not been serviced recently. Frustrated, Drew reached out to roadside assistance, who informed him that he could not drive the vehicle and would have to wait for it to be towed. In addition, they arranged an Uber to take him to another branch to exchange the car. However, upon arrival, Drew found that there were no available cars. He was advised to drive to his lodging and wait for a manager to call with a new plan. Unfortunately, that call never came.
Another instance of customer dissatisfaction involved toll charges. A woman from Massachusetts rented a car from Dollar at San Francisco’s airport and explicitly stated that she would not be crossing any toll bridges. Despite this, she was charged an extra $134.91 for pre-paid tolls, as a precautionary measure. When she returned the car and requested the charge to be removed, she was told that since she had signed the rental agreement with the charge, she was now responsible for paying it.
These are just a couple of examples of the rental car drama that consumers have faced. ConsumerAffairs has compiled more instances of disappointing experiences with rental car companies, shedding light on the need for improvements in the industry.
In conclusion, it is evident that frustration and disappointment are common themes among customers’ dealings with rental car companies. The low ratings and numerous negative experiences reported by consumers highlight the need for rental car companies to prioritize customer satisfaction and ensure a smoother, more reliable rental process. By addressing these concerns and delivering on their promises, rental car companies can regain the trust of their customers and improve their reputation in the industry.
