http://www.hellopeter.com/industry/car-rental-2/feed This feed lists the latest reports under 'Car Rental' as listed on Hellopeter.com en-gb Thu, 24 May 2012 14:31:37 +0200 http://www.hellopeter.com/images/logo.png http://www.hellopeter.com 208 47 Report on the service you receive from any supplier - anywhere Owner - The Red Carpet, Stellenbosch

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]]> http://www.hellopeter.com/tempest-car-hire/compliments/delano-saved-the-business-trip-807425 http://www.hellopeter.com/tempest-car-hire/compliments/delano-saved-the-business-trip-807425 Thu, 24 May 2012 11:48:39 +0200 Greeted by mr personailty"Hi how are you? We have a online booking, that we would wish to collect" reply "Give me your credit card"... Awesome!! Thats all he said for the 25 minutes we were waiting, he debited my credit card. Thats not how anywhere else works?!?.. but hey this is CT & im here to relax, I get assured by my fiance that everything is fine- even with NO paper work.
We move on & enjoy the weekend.
Later i wonder whats happening with my credit. I phone "no its all fine we have sent through the funds & it will take about a week to reflect". Long story, short you have sent me conflicting invoices from day1, everytime I call to resolve the issue I get some IDIOT on the line speaking to me like im the 1st chimp to attempt a 3 piece jigsaw puzzle, I have spent about 45 mins of cell phone time trying to assure you take the correct amount. Then I get assured by idiot no.3 that everything is fine & I owe nothing.
Last night (2 months later) I receive 3 emails, 1 is a invoice for R1528.25, 2 Credit Note for R100.65, 3 invoice for R1000.00.Its obvious that you have no idea what you are doing, please zero my account send me a letter stating this & let us agree to part ways.

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]]> http://www.hellopeter.com/europcar/complaints/europcar-european-standards-807251 http://www.hellopeter.com/europcar/complaints/europcar-european-standards-807251 Thu, 24 May 2012 09:36:38 +0200 Initial Report
I MADE AN INTERNET BOOKING AND A NOMINAL AMOUNT WAS DEDUCTED FROM MY ACCOUNT. THIS WAS NEVER CREDITED TO ME BY EUROPCAR WHO IGNORED MY E MAIL ADVISING THEREOF. SOME MONTHS LATER THEY DEBITED MY CARD WITH ADDITIONAL CHARGES FOR A SUPPOSEDLY LATER RETURN OF THE VEHICLE.FORTUNATELY I STILL HAD MY BOARDING PASS WHICH PROVED OTHERWISE AND A CREDIT WAS PASSED. THEIR BILLING AND RECORD KEEPING IS SHODDY. I WAS ALSO INFORMED THAT THE DEPOSIT DEDUCTED AT THE TIME OF RESERVATION WAS MY PROBLEM AS IT WAS DONE THROUGH A THIRD PARTY SITE. WHILST THE DEPOSIT WAS SMALL THE GENERAL ATTITUDE OF EUROPCAR WAS DISMISSIVE AND DISAPPOINTING. I AM LUCKY THAT MY LOSS WAS MINOR AND I PAID A SMALL PRICE TO ESTABLISH THAT THEY DO NOT CARE ABOUT THEIR CUSTOMERS OR THEIR REPUTATION

Company Response
24th May 2012, 9:32am

Hello JEFFBLOOM,

Dear Jeffrey

Our sincere apologise for the lapse in service and the inconvenience you were caused.

Providing excellent customer service is a priority and your complaint is viewed seriously and will be handled accordingly.

Please allow us the opportunity to investigate and address the matter.

Yours Personally
Europcar Customer Services

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]]> http://www.hellopeter.com/europcar/complaints/incorrect-billing-and-lack-of-interest-807087 http://www.hellopeter.com/europcar/complaints/incorrect-billing-and-lack-of-interest-807087 Wed, 23 May 2012 21:51:09 +0200 Initial Report
I am travel co-ordinator for one of First Car Rental's corporate clients and make bookings fairly regularly. I recommended FCR to my mother for personal rental for a vacation. She phoned into the Call Centre with some queries and after holding on for a while, the answering machine gave her the option to leave a message and "her call would be returned". This is now 10 days later and she is still waiting. I will seriously reconsider using FCR for my corporate bookings in future. Why have a message service if calls aren't returned?

Company Response
24th May 2012, 11:00am

Hello jenhack,

Thank you for bringing your concerns to our attention and for allowing us to revert back to you, as it is thanks to feedback such as this that we are able to identify problem areas and put procedures into place to ensure that we are able to offer a better service to our customers in the future.

At First Car Rental we strive to offer our clients a world class service that they will appreciate and enjoy, so it was a bitter disappointment to hear of your mothers recent experience recently.

The necessary action and training will be undertaken with all staff members to ensure that an improved service is offered to our valued customers in the future and staff member concerned and have made them aware that this type of behaviour towards our customers is unacceptable and will not be tolerated.

I would like to sincerely apologise for this experience and hope that you and your mom allow us to be of service to you in the future so that we may have the opportunity to renew your faith in our company.

Should you have any further queries please do not hesitate to contact us and we will gladly assist you.

Kind Regards
Customer Relations

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]]> http://www.hellopeter.com/first-car-rental/complaints/no-response-to-messages-806794 http://www.hellopeter.com/first-car-rental/complaints/no-response-to-messages-806794 Wed, 23 May 2012 14:09:21 +0200 Initial Report
I have used Thrifty Car Rental for over a year now having to travel once or twice per month to George. On ALL occasions the service has been nothing short of excellent. Always friendly service. Fantastic team!

Company Response
23rd May 2012, 8:26am

Hello waynet,

Thank you, we strive to provide our customers with the best service.

Your compliment will be forwarded to our George Location Manager in charge of our Excellent George Team, as a reward for the professional and excellent service they provide to you as our valued customer.

Kind Regards

Customer Care

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]]> http://www.hellopeter.com/dollar-thrifty-car-rental-south-africa/compliments/excellent-service-806141 http://www.hellopeter.com/dollar-thrifty-car-rental-south-africa/compliments/excellent-service-806141 Tue, 22 May 2012 17:37:13 +0200 Initial Report
I hired a car from Europcar via Discovery (Discovery members get a discounted rate).

Firstly I didn't believe the car was full when I collected it as I needed to fill up after 349 kms. I had already queried why the car was sitting on 125 kms when I collected it.

Secondly, due to back service from the panelbeater I had to extend my car twice. Not once when I extended the car did they tell me that the discounted rate did not apply, so I was thinking I was paying R133 per day when really it was R198.

I think this is shocking and I won't be using them again

Company Response
24th May 2012, 8:42am

Hello amandarenwick,

Dear Amanda

We thank you for allowing us the opportunity to address your query.

Further to our conversation we confirm that the rate applied is in fact correct. A copy of the quotation with an explanation will be forwarded to you on email.

We apologise for any inconvenience.

Yours Personally
Europcar Customer Services

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]]> http://www.hellopeter.com/europcar/complaints/europcar-poor-service-806107 http://www.hellopeter.com/europcar/complaints/europcar-poor-service-806107 Tue, 22 May 2012 16:55:31 +0200 Initial Report
I would just like to thank Tempest Car Hire for great service when hiring a car from their King Shaka Airport branch. I had a stressful early flight, forgot the pin of my credit card had possibly booked the wrong class of car and was feeling agitated and stressed from travelling. This could have led to problems with the car hire (with me becoming a difficult customer because I was stressed and disorganised).

The service staff at the counter were lovely though, calm and helpful, they sorted out any issues and remaind friendly and upbeat not showing any irritability at my disorganisation. It was wonderful to have such professional people to deal with and left me feeling positive and less stressed about the journey ahead. The rental deal was competative and the car was lovely to drive but I would book a car through Tempest again just based on this customer service.

Company Response
24th May 2012, 9:59am

Hello MKM,

Many thanks for your feedback.

We have shared this with our staff countrywide - your positive feedback will go along way in ensuring that our customer service standards are maintained around the country.

We look forward to welcoming you to our counters in the very near future.

Regards
Nicola Ashby

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]]> http://www.hellopeter.com/tempest-car-hire/compliments/great-customer-service-805502 http://www.hellopeter.com/tempest-car-hire/compliments/great-customer-service-805502 Tue, 22 May 2012 09:57:51 +0200 Initial Report
I had returned the car to Avis on 20th May 2012 at JFK Airport, NY, since I was getting delayed i had forgotten my camera in the car. I tried to contact Avis staff and also reached back immediately within 5 minutes to find out that my camera is missing. I feel someone from the AVIS Staff has taken it and are not returning the camera. :(

It would be great if someone can look into the matter.

Company Response
24th May 2012, 7:26am

Hello nitingulati7,

Thank you for taking the time to write to us and to bring this to our attention.

The Hello Peter site is currently only for Avis South Africa. We will however bring this matter to the attention of Avis USA. I am confident that they will assist you in this regard.

Kind regards

Customer Care Team

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]]> http://www.hellopeter.com/avis/complaints/missing-sony-camera-805351 http://www.hellopeter.com/avis/complaints/missing-sony-camera-805351 Wed, 23 May 2012 22:31:17 +0200 Initial Report
WOW what a lovely experience with Europcar!!! The service was terrific and it was a pleasure hiring a car from them!! They kept me up to date through out the period I had the car and made sure the delivery and the collection of the car was at a suitable location for me. The car was clean and well maintained.

I cannot thank you enough for the wonderful service.

I will definitely use Europcar again and will definitely recommend to all my friends and family!

Thank you again to the Europcar Team for such a wonderful experience

Company Response
23rd May 2012, 4:07pm

Hello Kelly Louise,

Dear Kelly

We thank you for the positive feedback, whether negative or positive is welcomed as it assists us in maintaining our service levels.

We have a program in place that recognises staff for exceptional service and we will ensure that the location concerned is commended. Simple and Exceptional Service are part of Europcar's values and we are glad that you experienced these qualities.

Many thanks and have a great day.
Yours Personally
Europcar Customer Services

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]]> http://www.hellopeter.com/europcar/compliments/excellent-service-805271 http://www.hellopeter.com/europcar/compliments/excellent-service-805271 Mon, 21 May 2012 20:47:42 +0200 Initial Report
I rented a car on the 19 May at O.R Tambo International. I returned the car a few hours later & asked the attendant to check the car. I offered to show the attendant my fuel slip which I obtained from the Sky Stop gas station . This morning I was surprised to find out that I was charged for fuel costs amounting to R99.41. I called the call centre and explained the situation and they insisted that the invoice is correct and that it is common practice to charge clients even if they choose to fill up the fuel them selves. Apparently Budget dont accept the fact that the car fuel gauge shows full and a fuel receipt .Budget attendants are able to determine the number of "clicks" taken by a fuel attendant to ensure that the tank is 100% full. As a petrochemical engineer I would like to point out that overfilling the tank will mostly likely result in fuel vaporization or end up on the floor . Is budget dipping the fuel tanks to ensure that I received a full tank ? There is alot of dishonesty and I will not continue to hire from a brand that is dishonest. Either specify your fueling requirements or supply the car without fuel ,but stop robbing consumers! I expect a refund for R99.41

Company Response
21st May 2012, 4:24pm

Hello Gravity81,

Your perception is sincerely regretted and as requested we advise that our "process" is as follows: we drive our vehicles to our Depot, refuel them, record the amount, load the data onto our system and finalise the rental contract. We do not count clicks but, as mentioned to your wife, do not stop refuelling at the first click.

We manage a fleet of approximately 10 000 vehicles countrywide and unfortunately cannot absorb these costs. Had we not filled this particular unit, the next customer would have received a vehicle with 8.25 litres short before driving out of our car park.

Should you provide us with a copy of the fuel slip mentioned above, we will calculate usage according to the vehicle specifications and adjust the amount charged. Vehicles driven by multiple drivers unfortunately do not perform optimally but we do use these figures to ensure our customer is given the benefit of the doubt.

We look forward to receiving the slip (kindly forward to my e-mail address) and can assure you that our intention is to resolve the matter to your complete satisfaction.

Regards,
Renette van der Merwe
National Customer Care Manager
renettevdm@budget.co.za

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]]> http://www.hellopeter.com/budget-rent-a-car/complaints/fuel-rip-off-805064 http://www.hellopeter.com/budget-rent-a-car/complaints/fuel-rip-off-805064 Mon, 21 May 2012 15:45:37 +0200