I haven't personally had any terrible experiences (although the car I had booked was given to someone else, leaving me with a smaller one once!) but that doesn't mean the companies couldn't do much better.
I think we have come to accept things like filling in a really long form; not trusting each other so we have to check the car over for 10 minutes; not knowing exactly what wear-and-tear is covered; them using those web apps that take about 20 minutes to process.
What should happen is that I fill everything in online, pay, and then when I turn up, there is someone there with a clipboard who has already determined the damage that is already present and I sign it and leave.
I think one problem is their thinly veiled attempts to upsell you the "we have a Camry in today, it's only another $20/day" etc. can't do that if you are sweeping people through the shop in 5 minutes.
I think we have come to accept things like filling in a really long form; not trusting each other so we have to check the car over for 10 minutes; not knowing exactly what wear-and-tear is covered; them using those web apps that take about 20 minutes to process.
What should happen is that I fill everything in online, pay, and then when I turn up, there is someone there with a clipboard who has already determined the damage that is already present and I sign it and leave.
I think one problem is their thinly veiled attempts to upsell you the "we have a Camry in today, it's only another $20/day" etc. can't do that if you are sweeping people through the shop in 5 minutes.