vanessa

Apr 13, 2024

Disappointing Experience with Lava Car Rental – A Caution for Future Renters

We rented a Tesla Model Y online in January 2024. It was crucial for our trip that we would, in fact, receive a Model Y. Aware that car rental companies often substitute with “similar” models, we called Lava Car Rental and were assured a 99 % chance of getting the Model Y. Knowing this, we were feeling at ease placing the rental order. Fast forward, two days before our trip in April, we checked in and received a confirmation email detailing the Model Y’s color and registration number. Upon landing in Iceland, we were picked up from the Airport with no major issues (only a little delay) and happy (and surprised) by how well everything had worked out so far. However, upon reaching the Lava office, the situation deteriorated. The counter staff informed us: “Hi, everything is fine and ready for you! However… there is a minor issue – we cannot provide you with the car you have rented.” With no further explanation. Only upon further inquiry did they reveal the car had been mystically driven off the road just two hours prior. This seemed a little odd in our opinion: Shouldn’t the company have informed us immediately so we would have had time to sort out alternative options? Shouldn’t the company have had a little more time to prepare the car for us before our arrival? The timeline did not really make sense and raised some suspicion on our part. We expressed our disappointment, especially since we had rented a “luxury” car for a road trip. Their only alternative was a Tesla Model 3 – significantly less suited for long drives due to its lack of soundproofing and comfort. When we protested, a senior staff member initially raised his voice but later adjusted his tone. Ultimately, we received a modest refund and some complimentary services we didn’t really need, but no substantial compensation for the rental price – only adjustments for the differences between the car models, which did not truly compensate for the inconvenience. Upon entering the car, we noticed that it was so carelessly cleaned that the seats and interior of the car was filled with detergent splashes that we had to wipe off ourselves. If we were renting cars, we would at least make sure to prepare the alternative vehicle as well as possible to compensate for the issues before. Promised follow-ups from the supervisor to discuss a percentage discount were also not fulfilled. After a little game of chicken with the staff post-trip, we finally got in contact with the supervisor (Aron) only to receive vague assurances and evasive responses from him. Additionally, we had to replace the key fob battery at our own expense during the trip. Despite assurances of reimbursement, they are yet to be fulfilled. The amount is not much, but due to principle it really is the final nail to the coffin for this company. From our experience, we cannot comprehend how this company has been receiving so many awards and we are afraid many of the negative feedback has somehow been hidden. We would advise anyone to avoid Lava and stick to renting from reputable and international companies.