“I am deeply upset at my hiyacar experience.
Your agent (named Mohammed, please feel free to check my account for his details) is the cause for this. I have no issues with Dave, the owner of the vehicle I rented.
The issue is that I had not topped up petrol when I returned the vehicle. I wasnt aware I had to do so as there was no visible clear reminder at any point during my booking. A reminder must be clear otherwise this is poor service without a doubt.
The owner reminded me afterwards and we agreed that I would pay for petrol. My issue is with the hidden costs, the £20 admin fee, that I was charged for this. If Hiyacar had done its duty and made clear that I must refill petrol (rather than hide this information in some terms & conditions which many users will not read) then I would have done so. But this was not the case.
When I disputed this, Mohammed, said they would not be giving a refund. I then exercised my right as a British free citizen to take my complaint to social media and my solicitor WHICH UNDER LAW IS MY RIGHT TO DO SO.
For this, he eventually issued the refund but then he suspended me from using Hiyacar again citing "threatening behaviour". This is absolutely outrageous. My conversation with the owner was based clearly on mutual understanding. Go and check the record yourself.
And I did not threaten any violence nor did I use any bad language with Mohammed or his colleagues. I excercised my RIGHT to turn to social media and my solicitor. MY RIGHT. As I felt that my money had been unfairly taken without warning. My money which I work hard for! How do you expect me to feel?
Its absolutely disgusting and petty behaviour from your staff. I demand that I am reinstated to use Hiyacar in future and that your staff is reprimanded/ re-educated for his abuse of power otherwise I will surely be sharing this story on social media as the public has a right to know that they be treated this way by Hiyacar staff.”
Hi Ryad,
Thank you for reaching out to us and bringing this issue to our attention. I am very disappointed to hear that you had a negative experience. We apologise for any inconvenience this may have caused you. We appreciate you providing us with more details so that we can further investigate this matter.
We understand your concern about the fees associated with your recent booking. Please be assured that all our fees are transparent and fair, and can be found clearly stated on the listing, help section, booking details and other channels.
Regarding the fuel cost, we can confirm that it accounted for 40% of your booking. However, including it in the booking would not be sustainable for our business or the owner. As a gesture of goodwill, we have decided to refund the admin fee on this occasion.
We also want to address the tone of your message. We take the safety and well-being of our staff, customers, and hosts very seriously, and any form of threatening or demanding behavior is not tolerated on our platform.
At Hiyacar, we are dedicated to providing the best possible service to our members. Your feedback is valuable to us, and we will use it to improve our services for all our members.
Best regards,
Hiyacar.
Hiya Chris,
Thanks for submitting a review and we're glad you had your first booking completed, apologies for the delay in payments, we are reviewing this with our payment provider and we hope to improve this service and to prevent issues like these in the future.
The payment will be made today by our finance team and we thank you for your continued support and understanding in fixing this for you, we are here to listen and improve.
Best regards,
The Hiyacar team
Posted 3 months ago
Hiya, Thank you for reaching out to us and expressing your disappointment with Hiyacar's service. We apologise for any inconvenience this may have caused you. We appreciate you providing us with more information so that we can investigate this matter further.
At Hiyacar, we are committed to providing the best possible service to our members.
We would like to assure you that we are taking this matter seriously and we will do our best to resolve it as soon as possible. Please keep an eye on your email as one of our team members will be in touch with you to provide updates on the progress.
Thank you for your patience and understanding in the meantime. We value your feedback and we will use it to improve our services for all our members.
Best regards,
Hiyacar.
