Record rent a car

[Lorenzo]

Recordrentacar - answer ro my complaint

For anyone interested in Record's customer service standard and information about the requirement to have hi-viz & warning triangles in the car, here is their response to my email of complaint:-

First and foremost, we would like to thank you for giving us your feedback and the opportunity to know that, at least with you, our service was not the way it is supposed to.

It is of paramount importance to address the issue of what Record Go stands for regarding our customer satisfaction. As any other business we may think of, customers are the reason why we are still alive as a company. Customer satisfaction is a must; without satisfied customers our business would have fallen apart a few years ago.

We are very sorry to read that you are not keen on the new fuel policy. Please, let us inform you that we implemented our service as we received a high demand on this new product. Furthermore, the fierce competition and the difficult financial scenario has forced us to implement this new fuel policy.

It is of paramount importance to bear in mind that we are applying the fuel price when the company purchased the fuel we are using.

We can understand that, if you do not use your rental car a lot, our fuel policy will not be satisfactory. Unfortunately, we are not able to apply an exception, much to our sorrow. Nevertheless, we have forwarded your comments to our manager for him to take them into account in future meetings.

With regard to the state of the vehicle provided, we would like to offer our most sincere apologies. Please note that you can always address our airport staff at any moment if you are not satisfied with the state of the vehicle provided. Our staff will do everything in their power to satisfy your needs, exchanging the car if required.

Let us inform you that Record Go has an agreement with a road assistance company. We are very sorry to read that you were not helped in English and politely. We have sent an e-mail the recovery company's manager, so he can take the necessary measures.

Regarding the missing safety equipment, please note that our staff will always provide you with one by leaving a deposit of 50 euros. Please note that it is our clients who must request these items, after checking the hire vehicle when picking it up. What's more, any fine from the lack of warning triangles or warning vests will be always paid by Record Go.

We would like you to understand this is only an isolated case and Record would like to apologise and compensate you for this unfortunate incident. Therefore we have already authorized a 20 EUR refund for the day you had to spent by exchanging the car.

We would like you to still use our company, as we do appreciate you as one of our regular customers.

 

[pollensa]

Re the issue of safety equipement, we were actually quite surprised when we rent a Berlingo from Record last month that it DID have a reflective jacket (still in wrapper), warning triangles & a spare bulb set. So maybe they are now supplying them & if you find you don't have them you should raise it at Palma airport. We didn't have to pay a deposit although we did take out their additional insurance.

 

[Rangers1]

So with a mixed bag of comments on this company how would you rate Record out of 10?

Reason i ask is through my job i get a discount through holiday autos of a min 15% and the car we want is with Record.

Thanks

Gordon

 

[its cd]

We have used them on about 10 separate occasions and never had a problem but we arn't fussy in relation to our cars and are not wanting to be driving around in something that looks like a new car

Things you just have to accept when using them

Cars will not be new ( this is a recent issue...... were fine until about 18months ago )

Cars will have lots of bumps and dents and will be ok inside but not like they have been recently valeted

You get stuck for a tank of petrol unless renting for 3days or less

There can be long queues .......... but not if you sprint off the plane and get there ahead of the rest of the people on your flight leaving the rest of your party to get the luggage ....... or if they can't manage the luggage you cen often get the car hire sorted out and then get back to the carousel whilst your luggage is still coming off ......

But if you accept the above and accept that you are probably getting one of the cheapest prices ( just booked a Berlingo for a week over easter for 176 euros ....... now I woudl have said that was expensive a few years ago but not compared to the price of recent hirecars )

When you collect the car .... mark all the dents and take the sheet back to the girls in the office ( the one in the car park ) and they just stamp it to validate that it is full of dents without even checking it

And also remember that once you have made your booking , if you email them with your reservation number and tell them you are a member of Puertopollensa.com they will take a further 10% off the price

 

[gers1873]

used record many, many times now and would probs say 8/10

only 2 bad experiances with them, one was on arriving with a large party with 4 children under 6 we hired a mini bus that was supplied with no car seats, went back to get some at car park office and they were in a very poor state of repair and were offered no assistance to fit them, we managed in the end.

other was 1st time we used them in high season must of been about 10 flights arriving at same time and had to que for almost 2 hours at their desk in arrivals, was only 1 girl on the desk, not her fault though that was the case but many were giving her dogs abuse, what could she do on her own?

as cd says run to the hire desk before going to the carousel, simplez

on the other hand 1 have picked up 1 speeding fine and 2 parking fines (on seperate occasions) and record paid out with no fuss and no come back on me.

we have hired a fiesta size car for december for about 200 euro which seems very reasonable, ok out of season yes buy i dont think any more than here in the uk and fuel has to be paid for anywhere, i dont know of hire company that gives free fuel