Atlas Car & Truck Rental

Most unprofessional and incompetent car rental company – Take my word, NEVER book with Atlas car rental. We were told to wait at the pick-up area, one shuttle arrived 1.5 hours later and refused to pick us up and instead picked up another set of customers who just arrived. The lady was horribly arrogant and unprofessional. We forfeited our booking as nobody was willing to help us get the car. Show details

Hi jacking deposit money – Hired car between December 18 till Early Jan 19. Car damaged by whilst parked by unknown vehicle. Had to pay A$2000 to cover costs to fix F/L fender per photo. Now 3 months later after chasing them multiple occasions (by phone & Emails) for actual costs of repairs with no response at all. My insurance company chased them as well to no avail. To… Read more

me the cost to remedy the damage is no more that $500 so they have conned me to the extent of approx A$1500. So in summary they have nothing going for them. Note that with out the actual cost of repair invoice my claim on insurance is difficult.

Atlas is seriously Dodgy with their Security Deposits & Hiring practices. COMPLAIN TO ACCC & CONSUMER AFFAIRS VIC! – Along with a multitude of other Atlas car hire customers, I too have failed to get my $350 security deposit back. I note that I queried their failure to swipe my credit card upon the return of their hire car [with a full tank of petrol] at the Tullamarine branch, a couple hours earlier than the contracted return time, 15 days ago... I see that… Read more

"Scott" from Atlas has replied in the last day or so to several of the recent reviews claiming there is a technical issue. However, I looked at Product Review, the day after I returned the Atlas Hire Car [Friday the 8th]. There was a myriad of complaints THEN, that Atlas had failed to return various customers' bonds. So I very much doubt this is some "technical" issue. It seems more likely to be a deliberate company policy of "systemic failure" of ineptitude, mismanagement, or simple illegality...

There is absolutely NO reason for Atlas to actually hold on to the security deposit once they have accepted the return of the hire car in good order. Just as they swiped your credit card to debit the $350 when you took the hire car, they could simply swipe your card [as other companies do] when you return the car!!! Some hire car companies don't even take the security deposit out of your credit card. They take an imprint slip of your card which I've had given back to me upon return of the car, to be torn up... Once the car has been returned, Atlas has no legal right to the security deposit, PARTICULARLY since it is not being kept to pay any additional fees. Such additional fees [eg tolls] are additional to your security deposit and, as part of your hire contract you gave Atlas the right to levy these fees additionally directly to your card... So Atlas absolutely has no grounds to hang on to your security deposit once you have delivered their hire car back to them!

So, when I returned my hire car and they wouldn't swipe my credit card, I asked for a receipt. If I wasn't getting my bond back, I wanted some sort of written acknowledgment that I had returned their hire-car in good order... This was adamantly refused and I was told that Atlas did not do that. I was told that a refund of my bond would take 3-10 days to process, since "my bank could hold the money" and then, since I continued to ask for a receipt, the Customer 'Service' Rep rudely walked out of the office, leaving me with no one to speak to. As my passengers had to catch a flight, I could not pursue the argument.

I attempted to ring from the terminal and was informed of essentially the same information and, when I asked to speak to a manager I was told no one was available, but someone would ring me back... Needless to say no one ever did. I engaged in several fruitless emails, after I confirmed with my bank that Atlas were engaging in false and misleading practices [since my bank did NOT "hold" monies]. I finally received one reply from Atlas [below] which advised it took 10 business days to process the refund... yeah, like everyone else from 2weeks ago who complained, STILL WAITING!

Essentially though, regardless of that email and now the latest "technical issue" excuse: This is rubbish!!! It does NOT take 10 business days to process a refund of the security deposit. The moment their car was returned to Atlas and they acknowledged it was in good order, they could have swiped my credit card, right then and there and PROCESSED THE REFUND IMMEADIATELY!

As noted above, they were NOT keeping the security deposit against additional fees. Atlas has, in fact, debited my credit account with additional toll fees, since I have returned the car. So they CAN process additional fees since the return of the car, but choose NOT to process a refund that they have no legal right too... Either the company is nearly insolvent and they are failing to process customer security bonds as a way of funding their business or they are engaging in a range of dodgy business practices that appear to breach the Australian Consumer Law and Competition Act... THAT has potentially severe consequences - FOR THEM! https://www.consumer.vic.gov.au/cars/car-hire

So, the good news here is YOU the CONSUMER are NOT HELPLESS! Firstly, there IS something YOU can do to get YOUR BOND BACK FROM YOUR END: RATHER THAN WAITING FOR ATLAS!!! If you paid by credit card you have the option of requesting a "chargeback" https://www.consumer.vic.gov.au/products-and-services/refunds-repairs-and-returns/chargeback

What is a chargeback? A chargeback is a reversal of a charge on a credit card, or debit card (when 'credit' is selected). It is similar to a refund and can be requested for a number of reasons, a common one is misconduct on behalf of the retailer, not receiving the product, unauthorised transactions etc...

Now, in addition to this, there ARE also penalties for false, misleading and unfair business practices under the Australian Consumer Law and Competition Act. Demonstrably, the advice and practices Atlas is providing/engaging in relating to security deposits certainly appears to fall into this category [as well as the excess they overcharge damage to cars where repairs cost less than excess and no refund is forthcoming]: https://www.consumer.vic.gov.au/products-and-services/business-practices/penalties/penalties-australian-consumer-law-competition-and-consumer-act-2010-schedule-2/penalties-unfair-practices

For those customers who have been OVERCHARGED FOR REPAIRS AND FAILED TO RECEIVE THEIR REMAINING EXCESS BACK FROM ATLAS? Well, Eurocar was engaging in this very practice and, after customers complained to the ACCC, it had serious implications for Eurocar! [I have included a link for complaints to the ACC further down as well as Consumer Affairs Victoria since, ultimately, this will be the only way of stopping companies like Atlas that engage in false, misleading or unfair business practices]: https://www.accc.gov.au/media-release/former-europcar-franchisee-to-pay-200000-for-deceiving-customers-on-repair-costs

Consumer Affairs have taken legal action before, against Car Hire Companies who fail to return security bonds in a timely fashion... First there is a warning and then there are fines: https://www.consumer.vic.gov.au/latest-news/prestige-hire-car-companies-public-warning I note that ANOTHER car hire company was retaining Security Bonds and overcharging on/or failing to return accident excesses in 2018... THIS was the initial result AFTER THEY RECEIVED CUSTOMER COMPLAINTS (fines come later): https://www.consumer.vic.gov.au/latest-news/melbourne-luxury-car-hire-public-warning

Why should I make a report to Consumer Affairs Victoria? They have a range of options to deal with businesses that are not operating within the law. By informing them about unfair business practices, you can help prevent such practices being used against other consumers.

It IS pretty easy to lodge a complaint. This link will take you to the complaint form. If you have been irritated with how Atlas has treated you, then make sure they are investigated! I suspect those other 5star reviews that are appearing may NOT even be from real customers & are just baiting the hook!!!! https://www.consumer.vic.gov.au/contact-us/report-an-issue/report-unfair-business-practices

In addition to complaining to Victorian Consumer Affairs, you can also complain to the ACCC: https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint

This link takes you to their online complaint form. Before complaining to them, it is best if you have at least emailed Atlas about their failure to return your Security Bond or the difference in your Excess/actual repair cost to car in the case of an accident/damage [since I see many reports of their failure to refund THOSE monies too]: https://www.accc.gov.au/contact-us/contact-the-accc/report-a-consumer-issue

Now, I have subsequently read the ACCC's website and Atlas' contract appears to have breached my rights, (and presumably all it's customers) in regard to contract entitlements for Hire Cars. https://www.accc.gov.au/consumers/health-home-transport/buying-or-renting-a-car

I can't speak for other hirers, however I, and the 2 people in front of me in the queue, failed to receive any sort of condition report on the vehicle we were hiring. We were simply told photos had been taken of the vehicle.

At the point, I was asked to sign the hire car contract, I actually asked the Atlas Authorised Representative for a 'Condition Report 'of the vehicle, for me to both sight and sign, prior to hiring... I have hired many cars and this has ALWAYS been part of the hiring process. I was told by the Atlas Customer Service Officer that I didn't need a condition report, since I had taken out full insurance & the Atlas Rep had already taken photos of the car. I queried this, in front of the 2nd Driver of my hire-car, as I found the Atlas Customer Service Rep's statement absolutely extraordinary. I was then advised that Atlas didn't do condition reports as the dealership took photos! At that stage, I was in a bind as I had a meeting I had to get to. It had already taken some time to get the pick up bus to meet us at the airport and we were already late. Since I HAD taken out full insurance, I signed the contract. However, there was only one Customer Service Rep on and so I had heard the conversations of the 2 customers in front of me. They had NOT taken out Full Insurance, just standard because I heard the excess amount mentioned. THEY were ALSO not provided with a condition report on their hire vehicle either!

Secondly, when I went to sign the contract, I noted verbally that I didn't understand it, since it had been filled in with acronyms rather than full statements. Ie instead of stating zero liability reduction, and windscreen damage waiver that were supposed to be included in the charges it had the acronym ZDW & CDW. Nowhere in the contract did it make clear what those acronyms were and I was reliant that the verbal explanation was the same as what was on my initial quote.

I pointed out my dissatisfaction with these acronyms prior to signing, in front of my witness. I also noted that the contract did not properly set out the fees and charges as they had been set put in the quote. I was informed that that was because the information was in the quote. I noted that I didn't sign the quote and, the former that was sent to me was, by its nature merely advice rather than the binding contact that I was signing on the day of hire. As such, all fees and charges should be clearly spelled out in the contract and the contract should be easy to understand and no acronyms should be used that were not defined in the contract...

Further, after reading the ACCC's website requirements for Hire Car Companies and the requirements for clarity in the said contract, I note that it certainly appears that Atlas' standard contract is in breach of the ACCC requirements. Since in addition to using acronyms, their contract is one page and fails to include the full terms and conditions. It is inadequate to state those conditions are on the website!

So, if you ARE one of Atlas Hire Car' numerous customers still waiting on your illegally retained bond or over-charged accident excess, first, seek redress through your credit card company through their "chargeback" scheme. It can take up to another 30days. But hey, do you REALLY think you are going to get the monies back from Atlas? Their are stories on Product Review of Customers waiting months not weeks...

Then, make sure YOU complain about this company' false, misleading and unfair business practices to the ACCC & Consumer Affairs Victoria. The company is engaging in some seriously dodgy business practices, whether they are borderline insolvent, trying to make extra money on the short-term money market or just totally inept... They are acting illegally and they are not entitled to. It doesn't take long to complain and if they have caused you inconvenience isn't worth making sure they feel their customers are NOT powerless and they CANNOT continue to operate like this!!!!?????