Quick update. Despite their fine words about being passionate about their customers' experience, I've still not received a signed statement from GoRentals confirming the cost of the damage to the hire car I rented from them. I desperately need it so I can claim back the $4,100 excess from my UK insurer. The accident was 63 days ago. This is the fourth time I've asked for that information. Come on, guys, you must have that information now, pleeeeease just send it through so I can get my money back.
I've used GoRentals over several years and it's always been good when there have been no problems. Unfortunately this year there was a problem when someone crashed into a lighting pole that fell on my GoRentals hire car. First, it was very difficult to get through to the GoRentals office at Auckland airport. Second, the police officer who did get through to them reported the incident and urged them to call me (I was standing next to him and heard this) but for the next couple of hours I heard nothing from them. Third, within minutes they took $4,100 from my credit card and sent me an invoice for the excess, but no one from GoRentals called me to see if I was ok. So money was obviously more important than customer care. Fourth, when I eventually got through they insisted they would do nothing until I completed their accident claim form AND sent them the police report. The accident report was not exactly easy to fill out and the police would not release their report to me. So I was pretty stuck. Hours later I was contacted by GoRentals and told they had arranged a replacement car so it turned out they could do something before receiving the police report. Why tell me initially that they couldn't? Finally, I'm trying to claim back the excess from my insurer here in the UK but they need a signed statement from GoRentals detailing the cost of repairs to the car. I have asked Go rentals for this twice but so far still NOTHING. It's over a month since the incident, which was not my fault, and GoRentals just don't seem to want to know. They've got their money. I've heard it said that what marks out a great company from the rest is what they do to sort out a problem. I think GoRentals probably is a good company normally but this is very poor.
.
