163 complaints received by Consumer Council against rental car operators

163 complaints relating to rental car services with a combined monetary value of over $97,000 have been reported to the Consumer Council of Fiji, expressing alarm over increasingly aggressive and unethical behaviour by operators.

The Consumer Council highlighted that since 2020, they have received serious complaints against rogue rental car companies.

They say, however, the recent nature of complaints has grown more troubling, prompting the Council to warn consumers once again.

They add that a key concern is the delay in refunds and the exploitation of consumer trust.

Consumer Council says many operators are refusing to return bonds on time, instead withholding them indefinitely under the pretext of waiting for traffic fines, leaving consumers financially stranded for months.

They add that what is equally concerning is the way consumers are treated when they raise concerns.

Consumer Council also highlighted that reports describe rental company staff who are evasive, verbally abusive, and dismissive of complaints.

They say communication often breaks down once payment is made, and some consumers have even been blocked from contacting the operator altogether.

They say this is not just bad service, it is deliberate mistreatment and another recurring issue is the refusal by some operators to issue receipts or written agreements.

Council CEO Seema Shandil says the behaviour of some rental car operators is not only unethical but reflects a growing culture of consumer exploitation.

Shandil says consumers are being treated in such a disgraceful manner, from being ignored and harassed to being denied refunds or made to pay for repairs on poorly maintained vehicles.

She says these operators are taking advantage of weak enforcement and a lack of consumer awareness, and it must stop.

She adds that the Council will continue its collaboration to ensure fairness in the industry.

The CEO says that together with the Land Transport Authority and the Fiji Rental Car Association, they will continue to take strong action against those who repeatedly flout consumer protection laws.

She adds that anyone who has fallen victim to unethical rental practices should contact the Consumer Council.