Key Points for Writing a Complaint Letter to a Rental Car Company
It is essential to craft a complaint letter correctly in order to have a chance of being taken seriously by a rental car company. When writing a complaint letter to a rental car company, it is important to: clearly state the issue; provide evidence to support the claim; include contact information for the company representative; remain professional and objective; formulate the message properly; and ensure good grammar and spelling.
State the Issue Clearly
The most important aspect is to be very clear in the letter about the exact issue, what went wrong and why the customer is seeking redress. An effective complaint letter should be specific in its detailing and not leave any room for confusion. Make sure to state the relevant facts without being vague. It is important to remain polite and be brief. Explain why the company should listen to the complaint and provide their side of the story without making any assumptions. Focus on the facts and don’t let the language get too emotional.
Provide Evidence and Contact Information
When filing a complaint, it is good practice to include evidence to support the claim. The customer should have documentary proof to substantiate any complaint – relevant receipts, warranties, contracts or photographs. Also, provide sufficient contact information which should include the recipient’s name, address and telephone number. When possible, the customer should include a return address or telephone number.
Be Professional and Objective
Once the customer has identified the issue to be addressed in the complaint, it is important to remain objective and professional. Customers should not use any form of foul language or name-calling. It is important to remain calm and stick to the facts. Make sure to avoid any personal opinions or complaints as this will only serve to make the customer seem unprofessional and unreasonable.
Formulate the Message Properly
Writing a complaint letter should be done very carefully in order to achieve the desired effect. When drafting the message, customers should ensure to adequately explain their position, provide evidence to support their claim, and request a specific outcome. Customers should also make sure to meticulously check the message for clarity, accuracy and readability.
Ensure Good Grammar and Spelling
The customer should always check for spelling and grammar errors before submitting the complaint letter. If the letter is not coherent or has too many grammar and spelling mistakes, the customer runs the risk of having the complaint dismissed outright. It is advisable to have someone else read the letter before sending it to the rental car company, to ensure that all the points are accurate and presented professionally.
Rental Car Company Policies
Most rental car companies have a set of policies in place that provide the necessary rules and regulations for customer satisfaction. All customers should be aware of these policies and abide by them. Generally, most policies address pricing, terms and conditions that specify the geographical area of coverage, customer qualifications, liability and supply of additional equipment.
Customer Rights and Responsibilities With a Rental Car Company
Before signing a contract with a rental car company, customers should study their rights and responsibilities in the contract. Customers should make sure to understand the limitations of the company and what repercussions may arise if any law is broken or safety regulations are disregarded. It is important for the customers to read and understand the company policy and in the case of any dispute, refer to the contract accordingly.
Customer Service Etiquette Regarding Rental Car Companies
It’s important to note that customer service staff should be addressed in a respectful and courteous manner. Customers should be patient when it comes to addressing any concerns with a rental car company. customers should not assume they know everything and remain open to listening to reasonable solutions presented by customer service staff.
Filing a Complaint Against a Rental Car Company
If the customer feels aggrieved by the actions of the rental car company, then he/she may take it to the next level by filing a complaint with the appropriate authority like the Consumer Rights Agency or the Better Business Bureau. Customers may also opt for legal action depending on the severity of the complaint.
Deadlines for Responding to a Complaint Letter
It is important to include a time limit for responding to the complaint in the letter. This should be reasonable, generally between 10 and 30 days. Attempts to resolve the dispute should always be made before the deadline, as it demonstrates a commitment to addressing customer grievances in an efficient manner.
Follow Up After the Complaint Letter Is Sent
Follow up is key to resolving any customer complaints. After the complaint letter has been sent off, customers should attempt to contact the rental car company several times to ensure that their complaint has been received and is being addressed. This also shows the rental car company that they are taking the matter seriously and will go to any lengths to resolve the issue.
