Car hire can lead to a lot of hassle for many of us but, says Donal Byrne, following some simple rules should help avoid most of the problems
THE DEVIL, they say, is in the detail, and one area in which the adage seems to be especially true is in the area of car hire. In this era of cheap air travel, more and more of us opt for car hire to maximise the freedom of self-arranged holidays.
Oddly, we often opt for car hire involving a contract that allows the hiring company carte blanche when it comes to deducting funds from our credit cards without even consulting us.
A report, published last week by the European Consumer Centre in Ireland, says growth in travel, coupled with online bookings, has put car rental issues to centre stage.
There is no shortage of stories about people who have found themselves paying out far more than they ever intended for car hire. Like the story of the man who was involved in a minor accident and had to call a tow truck, only to watch the car fall from the tow truck - causing significant damage - and ended up having to pay for the extra damage.
Most complaints about car hire arise from charges made subsequent to the hiring. The consumer centre says these complaints account for 45 per cent of all complaints. The remainder of problems relate to additional charges being levied, eg child seats or added drivers; charges for mechanical faults or accidents; extra insurance charges and costs associated with the car being provided by a different supplier than the one originally contracted.
The problem almost unique to car hire is that the contract signed by the person hiring allows the company to deduct any subsequent charges it deems itself entitled to.
"Many contracts are designed in such a way that in case of an accident, the consumer has to bear preliminary costs, sometimes when it cannot even be accurately established that they are at fault in the first place," says the consumer centre's report author, Marcin Walkowiak. "Companies can charge consumers' credit cards without protracted formalities, but the customer who disputes the charges very often has no other option but to follow lengthy procedures. Furthermore, if a consumer complains from abroad, the situation may become even more complex."
The major complicating factor for someone caught in a situation like this is that they are likely to have signed a contract which allows a company to deduct funds from a credit card without "specific consent". Once that contract is signed, it is a binding one and credit card companies cannot hold funds. Only where there is a clear fraud are credit card companies likely to make a refund.
Once you sign a contract like this, you have signed away your rights.
With all the problems potentially associated with car hire contracts there are certain rules that seem very prudent to observe. Never, for instance, take a car out without a diagram document - signed by you and the hire company - detailing any existing damage.
The same document should again be signed when you return the car. Not doing this is asking for major potential trouble and expense from disreputable companies, or companies which simply believe you caused the damage.
Best then not to leave it to the last minute before returning the car, thus allowing you the time you need for the agreed and signed inspection.
Those hiring should also look carefully at hidden charges, what is covered by the insurance and what assistance is provided in the event of a crash or break down.
Remember the cheapest hire option may be the most expensive in the long run, and that a hire company does not even have to tell you before it takes money from your credit car account. And finally, it should be noted that Irish car hire companies were the subject of even more formal complaints to the ECC last year than foreign companies.
TOP TIPS FOR CAR RENTAL
Before hiring:
1. Prices quoted online often contain only the basics. Check
what is included in the final quote.
2. Always check the price of extras that you will need during
your rental.
3. Pay special attention to the fuel policy.
4. Check age restrictions.
5. Check cancellation policies.
6. Familiarise yourself with the rules of the road.
Collecting the car:
1. Ask what is covered by your insurance. Find out
what are all the possible excess charges.
2. A staff member should check the condition of the car and
mark all damages on a diagram. If you are not provided with a
special check-list or diagram, make sure that you note any damages
in writing and have it signed by an employee of the car rental
company.
3. Always ask about the company policy in case of a breakdown
or accident.
4. Check what fuel it takes.
Accidents or breakdown:
1. If the car breaks down, call the company. Do not
repair the vehicle yourself without prior authorisation.
2. In the case of an accident, you should always note down
the names and addresses of everyone involved. If anybody is
injured, or when there is a dispute, you should notify the police.
Contact the car rental company immediately.
Returning the car:
1. Try to return the car during working hours, and
have it inspected by a competent employee. The condition of the car
should be confirmed in writing and signed by the worker and driver.
2. If you are returning the car outside working hours, you
should park it in the designated area. You can take pictures of the
vehicle as confirmation that it was returned in good condition.
3. Cars returned outside working hours are inspected on the
following day and the excess can still be charged to consumers'
credit cards.