The car I received is in bad condition or the wrong category. What can I do?
We want your road trip to start smoothly and stress-free!
If the car provided isn't quite what you expected, is in poor condition, or happens to be a lower category than what you booked, we're here to help you sort it out. Here’s how to handle things right at the rental desk.
Step-by-Step Guide:
It's always a great idea to thoroughly inspect the vehicle before signing the rental agreement or heading off the lot.
Cosmetic vs. Safety:
For cosmetic things like minor scratches, stains, or smells, simply take a few photos and ask the desk if they can clean it or offer a discount. It's usually best to take the car in these cases to avoid a cancellation fee.
If you spot safety concerns like very low tyre tread, broken seatbelts, or issues with the brakes or lights, the car shouldn't be driven. Just let the team know and ask for a safe replacement!
Take a quick peek at your voucher! Unless it specifically says "Guaranteed Model," your booking secures a general car category (like Compact or SUV) rather than a specific make or model.
So, if you booked a VW Golf "or similar" and received a Ford Focus, that’s actually exactly how the categories work!
If the supplier happens to be out of the car category you booked, they should provide you with a higher category vehicle at no extra cost. You shouldn't have to pay out of pocket for an upgrade if your booked category isn't available.
If you booked an automatic and they offer you a manual, just let the agent know! They should provide the automatic you booked or help source one for you to ensure you're comfortable on the road.
If the supplier isn't able to provide a safe car in your booked category (or a free upgrade), just take a few photos and contact our support team while you're still at the desk. We'd love to step in and advocate for you.
What To Do Next:
At the desk: Feel free to ask for a manager if you need a little extra help, or give our DiscoverCars.com support team a call using the number on "Manage Booking" on the app or from our website.
Already left: Keep your final rental agreement handy, take timestamped photos of any issues, and submit a claim through the "My Booking" page so our team can provide further assistance.
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