We chose the car based on the photos…
We chose the car based on the photos provided. Although the car was clearly an older model in the photos, we expected it to at least be in good and roadworthy condition. Unfortunately, we received a rusty car with a hole of approximately 7 cm in the bumper.
When we contacted the company and asked for the car to be replaced, we were repeatedly told that this was only “cosmetic damage” and that there was nothing seriously wrong with the car. We were also told that the car was perfectly fine. This attitude eventually made us ask not only for a replacement, but to terminate the rental agreement altogether. If the company does not see a problem with a car in this condition, how could we trust that the replacement car would actually be any better?
I spent the entire Saturday, which was supposed to be our holiday day, making phone calls, sending messages and trying to get the company to either replace the car or terminate the agreement. We also submitted a complaint to the VVTAT. Only in the evening did they finally contact us and agree to replace the car.
However, by that point we had already lost our trust in the company. On Sunday, we rented a car from another company because we no longer wanted to take the risk of receiving another unsuitable vehicle from them. So because of a service that was not provided properly in the first place, we lost valuable time and part of our holiday.
I would like to ask the employees of this company: if you were going on holiday yourself and rented a car, would you want to spend two days of your holiday making phone calls, sending messages, explaining the problem and trying to get the service you had already paid for?
What disappointed us most was not only the condition of the car, but also the attitude towards the customer and how much effort we had to make ourselves just to get the problem addressed.
I would strongly recommend that the company upload current and realistic photos of the actual rental cars and clearly show their condition. I believe this would prevent many misunderstandings and complaints.
Perhaps a person who simply needs a car to drive to the countryside or transport some potatoes would be happy with a car that has a hole in the bumper. But when someone comes on holiday, pays for a rental car and signs a contract for the service, they have every right to expect a properly maintained and suitable vehicle for the price they paid.
And a question for the management: do you actually read the customer reviews across different platforms? If customers repeatedly complain about the condition of the cars and the quality of the service, perhaps it is time to take those complaints seriously.
If you want to grow and still have customers five years from now, customer trust should be one of your most important priorities. The people who pay for your services are the ones who keep your business running.
Dear future SIGVI customers,
I strongly recommend that you take a moment to read not only the customer reviews, but also the responses written by SIGVI’s own employees. Pay attention to the way complaints are handled and problems are denied or downplayed. If this is how they respond to customers when something goes wrong, you should ask yourself whether this is the kind of attitude and service you want to experience yourself.
