Really bad experience
Really bad experience
I was advised by one of their team I could return the vehicle 24hours earlier and receive a discount. After returning the truck and asking the following day for an updated invoice, they advised me I wouldn’t be getting the discount for the early return.
In addition filled the truck up with fuel, just around the corner from the hire place and filled until the nozzle clicked and apparently they managed to squeeze another $7 in the tank and charged me an additional $25 for filling it.
Reply from Cross Country Rentals
Kia ora Lauren,
Thank you for sharing your feedback. We’re really sorry your experience didn’t feel as smooth as it should have.
You were given the go-ahead to return the vehicle early, and we apologise if this created the expectation of a partial refund. Our rental agreement doesn’t generally allow us to reduce charges for unused time, and we can see how that would have been disappointing. We’re taking this back to the team to make sure our explanations are clearer.
We also reviewed the fuel photos taken at check-in. The gauge was sitting below full, so we topped it up to ensure the next customer received the vehicle as expected. When this happens, a small refuelling service fee applies, which is outlined in the rental terms. We understand this wasn’t what you were expecting, and we’re sorry it felt unfair.
We appreciate you bringing this to our attention. Clear communication is important to us, and your feedback helps us improve.
Thank you.