OFT Survey Puts Car Hire and Van Hire in Consumers' 'top ten'
problem areas
Following February's news story about the Office of Fair
Trading's investigation into consumer contracts, Turner Hire Drive
have reviewed their strategy further and will continue to focus on
improving customer service through new and improved initiatives in
branches and online.
The OFT has provided the industry with key recommendations for
the car rental and van rental
sector based on the findings of the 'consumer contracts' study and
subsequently Turner Hire Drive aim to provide as transparent a
service as possible, we recommend to customers:
- Always read the terms and conditions when hiring a
vehicle. Turner Hire Drive's terms and conditions can be
found at the bottom of every page on their website or ask for a
paper copy in any of the branches. Furthermore, Turner Hire Drive
terms and conditions are printed on the back of rental agreements
for customers picking up vehicles for hire.
- When renting a vehicle read the key terms clearly,
including those relevant to compensation charges, waiver
restrictions and exclusions. These should be summarised
clearly and if they are not ask a representative. Turner Hire Drive
provides a professional and friendly service, aiming to answer all
queries.
- If you feel dissatisfied or feel you have been charged unfairly
find out the company's complaint procedure or ask for the
opportunity to challenge the firm and seek redress. If you
are unsatisfied or feel you haven't been provided with accurate
information please make Turner Hire Drive aware, whether it's over
the phone or in a branch. Shortly, feedback cards will be available
in each branch with the aim of improving customer service. This
gives our customers a chance to tell us what we do right and what
we are doing wrong.
- Ensure the salespeople highlight the aforementioned key
terms and if they don't, ask them to. Turner Hire Drive
provide full training to staff so that they can provide a hassle
free experience. Turner Hire Drive are part of the Turner group of
companies and our team are driven by the groups values; Integrity,
Teamwork, Communication, Employee Relations, Profitability and
Enjoyment. Being part of the group has brought a wealth of
experience in dealing with local customers and businesses,
acquiring specialist skills and the ability to develop
relationships with local industries, leading to an understanding of
their needs and concerns.
Source: BVRLA News (http://www.bvrla.co.uk/News/BVRLA_News.aspx
Edition: February/ March 2011) & OFT Report on Consumer
Contracts 29/03/11
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