Rhino Car Hire 

Booked a carhire and paid the deposit. When I've gone to pick up the car been told that there is no booking. Rhino had apparently cancelled the booking and did not bother to call to advise me. They said they emailed me at 2am on the morning of the pickup which I didnt even get such an email.

Our flight was delayed ... arrived into Malaga airport with young children late at night ... car was fully paid for before we even took our trip... company had released our car saying “no show” even though they had our flight details ... one third refunded by rhino car hire cartrawler would not stand over it ... had to hire independently by europcar what a difference in professionalism.., would not rate rhino at all .. disappointing to say the least ... not good enough ... never again and no recommendations what’s ever

My passport was not accepted as ID as it was out of date. This was because the car hire centre was near an airport. Ordinarily the passport would have been suitable as ID but new terms at the centre means they can no longer accept them. The article on this website says it should be ok for two years after it is valid. The green motion website says an ID like a passport which I also had an Armed forces identification card, a student ID and my photo driving license. These were not accepted and Iwas refused a vehicle. I had met the terms as stated on the website and still I was refused a vehicle. I will not upload a photo of my passport as I do not feel it necessary unless this is a requirement of. A refund. Please advise.

I have posted here as currently the rhino customer complaint page is not working and I am waiting for a response. Hoping I get one here as there seems to be no other way to contact them.

After 20 plus days I have heard nothing from rhino car hire. They have fobbed me off on the phone and there has been no response as promised via email. This has been shockingly poor service from rhino car hire. Rhino car hire have stolen my money with no communication or resolution offered. I don't understand how this can happen without being refunded. I am now seeking to escalte to the car hire ombudsman for a solution.

I expect to see a response on here as this is public but rest assured there has been no personal contact from rhino car hire to my case.

Update 19/6/19. There has still beem no response from anyone at rhino. Acknowledgement on here that a case has been raised and nothing more from them. As expected a public reponse for this platform and no personal response tp my request. Can't understand how this can be so difficult?

A little mythed how spam filters are being made a scape goat, following various email for booking conformation making its way through fine....i don't think taking some respnsibilty for this would be unreasonable.

Surely if a response has been sent, the operator blaming spam filters would see this and not be asking a member of the customer team to contact me. It's just a contradiction without any clear actions to resolve. Avoid rhino car hire for customer service when things go wrong.

So this is the response I have finally recieved. There is no records in my phone or email on the 10th June or near to this. Please note that the car hire company at the desk told me that a no hire would mean a refund from rhino. Its shocking that this is being withheld. What have i actually paid for?

And yes I contacted green motion before hire and theu said is was ok to hire without a passport. The centre I called contact the local agent at castle donnington.

Rhino car hire please google search :rhino car hire, expired passport for an article printed on your website stating that a passport is valid ID after it has expired unless the photo is unrecognisable, which is not the case.

Dear James,



I am sorry to hear that you were unable to use your car hire booking with Green Motion Corporate (GB) reserved through CarTrawler.



I would like to confirm the rental agent was unable to release the booked vehicle as you did not present a valid form of ID at the desk.



Please note that in the website, before making the booking, under ''Important Information'', and in your rental voucher, sent to your email once the booking was confirmed, it was stated that you would need to present a valid form of ID in order to pick up the car.



In this case, unfortunately once the passport has expired, this is no longer valid. We understand that you have advised that you contacted Green Motion before picking up the car and they advised that this would not be a problem, however, please note that as the intermediary website we do not have access to the rental agency's internal system and therefore we need to rely in the information provided by them and consecutively given to you as the rental conditions, in where it is clear that without a valid form of ID the car will not be released.



Therefore, unfortunately, we will not be able to process a refund of the funds paid.



I am sorry that we are unable to provide the solution you were hoping for on this occasion and I apologise for any inconvenience caused by this matter.



Kindest Regards,

Ana

What on earth has just happened here. Its absolutely outrageous! How can a company rhino car hire take my money without any service or refund being offered.

The hire was for around £80 its a big deal to me but to rhino i imagine its not a huge deal to refund the money for the sevice they have not provided.

I also do not have an email from green motion explaining this to me pre hire. Re: identification. I challenge rhino car hire and green motion to show me this email that has apparently been sent pre hire. I do not have any other information than what is providied on the green motion website, which states id 'like a pasport' note I took my photo driving license and other photo id based on the information green motio gave me over the phone.

I hired a car with Maggiore via Rhino Car Hire. Never again.

Maggiore charged me in December 2018 for a parking fine in Sept 2018 without explanation. When I contacted Rhino to understand why, I was told it was for a parking violation and documentation would be sent to me in the future. I received nothing until May 2019 when I received a registered letter from an Italian city council with a fine for 141 euro, and if I didn't pay in 30 days it would go up to 240 euro.

I cannot contact Maggiore because the booking was through Rhino, and I'm 1 full week trying to get Rhino to properly invesitgate. So far Rhino have:
Directed me to email in documentation
Thanked me for the documentation in an email, and redirected me to open a complaint on their website.
You can't open a complaint on the website without a PIN, which they send to you. Unfortunately, that system is not functioning all week.
I asked them to resolve, or open a claim, and I've been redirected back to the phone - which plays a message about completed car hire claims, that they should be opened online, and disconnects my call.

Absolutely unprofessional. This company does not have the customer at heart.

Do not pay the car insurance it is not covered with the provider. Waste of money.

The customer support lied to me in a chat about cancellation and changes policies. He cancels my booking with no authorization and charges me 75 dls. It was a horrible experience I will no recommend anyone to use these services

I’ve experienced exactly the same problem as another customer. We hired a Peugeot 3008 or similar. We had to collect our car from Centauro in Faro. We were initially given a smaller car then when we asked for the Peugeot (of which there were plenty), we were charged an upgrade fee.
Then there is the insurance con. We bought the full insurance recommended by Rhino with the extra protection from Axa. The sales assistant told us it would not cover us at all and in her exact words ‘was not worth the paper it was written on.’ She informed us that if the car was damaged in any way, we would be liable for all costs up to the value of the car. We were conned. We felt we had no choice but to take out their expensive Smart Insurance. Once I had Wi-fi I did live chat with a Rhino employee. She told me our insurance was fully valid. Rhino could not do anything as we had signed for the insurance. Conned into the insurance is more like it. Centauro obviously gain commission out of vulnerable visitors. Rhino did not want to help us. I am still in email contact with Centauro but they are refusing to refund the insurance money. Rhino need to back up the customer by ensuring that Centauro know that the insurance bought in the uk IS valid. Appalling service all round. Never again. Steer clear.

Car I was promised and car I was told I was getting through third party ‘Sixt’ was completely different. Tried to offer me something over double the price no sorry can’t afgord that. Phoned to cancel they said I hadn’t gave them enough time to cancel the order. If I was to change it an go somewhere else it would have to pay yet again. Women on the phone did not speak very good English said she understands my disruption but was unwilling to reimburse me nor put her supervisor or her manager on the phone. I was the airport with no car and no money. 2 days past and still no car or refund. Very very poor service 100% will not be using these again. I use enterprise all the time I only changed because I was to take a break from them as it was going into a lease period an they are a hire company. Will not be using rhino ever again!

I was mis-sold car insurance. On making the initial purchase I was offered Car Insurance for the vehicle. There were notes with the confirmed purchase that all I needed to do was to show the confirmation document to the airport car hire and they would accept it. They did not.
The car hire was outsourced to a 3rd party at the airport and I had to leave a deposit for the car, which, I'm aware is normal. They refused to acknowledge the paperwork for the insurance I had taken out. It was useless. Rhino Car has refused to refund me (I've been emailing them since the first day of the car hire) and I'm currently in a battle to get the money back from my credit card company. The car hire was at the end of 2018. If you're using this company, I'd advise you to stay away from their insurance add ons.

Thank you for replying my review

yes I have received a full refund already. thank you very much

But, after rejected in green motion due to my license is not valid and also suggested by 3 rhino customer services by phone to rent another car, we end up rent / hire at Heathrow Airport (closer to my hotel Holiday Inn M4J4)

the rate for such hire was so expensive due to last minute and also in the peak of holiday season (23rd - 30th Dec 2018). As we were promised by 3 rhino customer service that what we need is to rent another can then send the final invoice to Rhino for settlement the difference. The total of my actual hire is GBP 2,868 while the initial hire is only USD 644 (already refunded).

Hence, till today I am still waiting for the difference invoice settlement / reimbursement from Rhino. It has been a month and please help me to settle this pending case. thank you very much.

kindly check my several emails too.

Note : Not all car rental accept our driver license, we better check before departure. Even the same company can have different policy in different locations. it happened to my cousin too in Belfast his license was rejected.

This was my second experience with you.Very good service, from the employees. Had a very good car too. I would recommend to everyone.

I had to pay (Cobertura Super) 86.34€ Extra for insurance i already had paid to Rhino Car. And i still haven got my money back for the deposit for fuel €153 and i called t to tell them (Goldcar) that, and they put me on hold for one hour (€40) and they said that they have paid me but they never did. I don't know if I'm going to use Rhino Car agin especially if they use Goldcar as a cooperation partner.
There was no problem booking the car in all cases.

Rhino Car Hire is always good and trustfull.

Great company to deal with, booking was easy, excellent pricing, we also took out the additional insurance with them, which was good value, compared to what Drive On Holiday offered once we picked up the car. We did have a problem one morning with the car not starting, we contacted Drive On Holidays and someone was out to recharge the battery within the hour. Impressed with service and value for money, would use them again!

Unfortunately the company they suggested, took additional money out of my account, without explaining why, I had chase both company's and neither replied. I would have expected that this Company would have selected car hiring company's that would meet minimum standards and any issues would be chase on my behalf. I would be using other company in the future and not this one.

I visit SA every year and have always had problems with the various car hire companies, until this year where I went through Rhino.
The choice of cars in the area I wanted was second to none, the car provided was spot on and virtually brand new.
The booking process is painless, with all queries I had promptly answered.
Will be utilizing rhino next year, and will advise all my friends and work colleagues to do the same!

Keep it up :-)

Andy

It was the cheapest rental we got. Car was very good. Only confusion was in the insurance cover which they offered. The clarification sought from us on ash protection cover was not answered properly. This made us to spend Euro 50 to buy the insurance from the car company. Apart from this it was very good.

I was worried abd sceptical about using a third party. We did have an issue but it was more to do with Avis than rhinohire. It took a whole to contact rhinohire and I had to go to a different section rather than custom service to get someone to answer. When I did fet on they were extremely helpful and sorted it out straight away. I would use them again.

Did the job I asked them to and for that you can ask no more. I knew we needed a car for our Sicilia trip but searching was confusing. Rhino, took details, cleared the way and communicate very well. The car was there when we got there, was what we requested and as they say, the rest is history.