28th July 2021
Global brand Rental Cars can help you arrange car hire in 160 countries across the globe.
Which? verdict: A half decent performance, but there’s no escaping the fact that Rental Cars came bottom of the broker table.
Car hire broker: Rental Cars (167)
Which? Recommended Provider
Clarity of extra charges
Clarity of fuel policy
Clarity of final hire cost
Clarity of information about supplier
Overall satisfaction with car hire supplier
Rental Cars scored four stars out of five in four categories: ease of opting out of additional extras; clarity of final cost of hiring; clarity of fuel policy and clarity of information about the company supplying the hire car.
And it has plenty of satisfied customers. ‘They always present options clearly and on the rare occasion I have had a problem they have sorted it out quickly,’ said one. ‘Painless booking process with competitive prices’ said another customer. Many highlighted the company’s easy-to-use app, too.
But others weren’t so keen. One customer was charged taxi and pickup truck charges by the supplier, Avis, when their car broke down and told us when they asked Rental Cars to help reclaim these costs, the company was ‘not interested’ in helping.
Another wanted to double check there would be no damage charges after the rental ended. Nobody had checked their car on drop off and Rental Cars wasn't uninterested in helping find out this information on behalf of the customer.
These incidents certainly help explain the average three stars the company received in our survey for customer service. Combined with the three stars for clarity of extra charges and it coming bottom of the pile, there is still a lot of work to be done.