Name: Right2Drive
Rating: 4.8

Reviews

Andrew L. 2 posts

6mo

Convenient but painful

After being told about Right2Drive by our smash repairs, we decided to use them as having a car dropped off to you immediately rather than needing to travel to the nearest hire car centre seemed like a more convenient option. Although we did get our vehicle at the required time and date, the process leading up to that was extremely painful.

For starters, we were not told about a place to enter information, this only came after we chased it up. It also felt like Right2Drive was performing its own investigation into the incident to make sure we... Read more

were not at fault -- something that was already accepted by our insurer. We kept needing to answer questions, some of which felt like it went beyond the purview of Right2Drive and as the day of our repair came closer, we worried we might have to cancel as we were yet to be approved for a car. The other problem is that they are an incredibly hard company to get a hold of. Every time we tried to call them, we were kept on hold for long periods of time. When we left our phone number as requested for a call back, we did not receive a call. On the day of our service, we picked up our car. We were given instructions as to what to bring. However, whilst it was acceptable for some items to be to be in certain formats, others had to be in other formats which was not immediately clear which meant that the process took linger than it probably should have -- and something that probably could have been resolved by allowing people to submit this stuff electronically before hand. It did seem like Right2Drive use ancient systems and processes further complicating the process. The car we received also stunk of cigarette smoke despite the cars having a no smoking policy. To cap things off, we could not get in contact easily with Right2Drive to discuss with them the return date for the car. We ended up sending an SMS to the person we were dealing with with photos of where we left it and instructions with the smash repair place. I guess we just had to hope nothing happened to the car in the meantime. Three weeks later, they are still contacting us with queries regarding our matter as well as contacting us to confirm payment details as they couldn't deduct tolls from our time despite us giving them the correct details at the time. Pros: It was good to have a car that we could drive away from the smash repairs without needing to wait or travel. Cons: Everything else.

Value for Money

Transparency

Customer Service

Booking Process

Vehicle Condition

Right2Drive DM 6mo

Hi Andrew, Thank you for your feedback, we apologise for the difficulties you encountered during your experience. We’re dedicated to addressing your concerns and improving our services based on your i... Read more

nsights. Regarding the investigation process, we understand that it may have seemed repetitive, especially since your insurer accepted liability. However, it is essential for us to establish fault independently to ensure a smooth claims process. High call volumes have resulted in longer hold times, and we are actively working to improve our customer support, aiming to attend to calls more promptly. We apologise for the inconvenience related to the return date communication, we assure you that your feedback is an opportunity for us to refine our processes and provide a smoother experience for our customers. If you ever choose to use our services again in the future, we hope to provide a better experience. Best regards, The Right2Drive Team

Sunil S. Greater Melbourne (Metropolitan), VIC

11mo

Not advocating for drivers, just snatching the steak out of the situation

I went back to Right2Drive for the second time as the first experience was great. But it turns out, they can only help you if the person at fault is insured. This time the guy at fault did not have insurance at all. As soon as this information was disclosed the operator from Right2Drive did not want to talk further. She was in a rush to end the call. Which was completely different from how reassuring their advertisements sound.

Transparency

Customer Service

Right2Drive DM 10mo

Hi Sunil, Thank you for your feedback. While the service comes at no cost to not at fault drivers, we recover the cost of the hire from the at fault driver’s insurer. Unfortunately due to the at fault... Read more

driver being uninsured, it affected the eligibility of your application, and we were unable to proceed with the hire as originally planned. Our team is required to provide the highest level of customer service at all times regardless of the outcome as we understand the stress that comes with being involved in an accident. After reviewing the call, it appeared that both you and our team member had a mutual understanding of the situation, and the call ended on a positive note. Nonetheless, we are disappointed to learn that we did not meet your expectations. If you do happen to have any further concerns, please feel free to email customercare@right2drive.com.au. Thanks, The Right2Drive team

Nancy R. Perth, WA

Could be more upfront

At first told me I had access to Rideshare and could elect not to hire the car through them after the accident. Sounded really good. However the next day the insurance company strongly encouraged me to go through them so I did.

Right2drive stopped my access to Rideshare when they found out. They told me I could only continue with Rideshare if I hire a car through them. So I cancelled the insurance car hire arrangements.

Once the chores car was canceled, right to drive advised me they cannot provide a hire car until I contact the at-fau... Read more

lt party and get written proof of their liability as well as the claim number and other info. It would have been very useful to know this at the start. So now it's day 3 and I'm stranded with no access to ride share and no car. It would have a made a huge difference had they been upfront at 1st. Let me know what info is required instead of getting me to cancel my hire car arrangements then leaving me in the lurch!!

Value for Money

Transparency

Customer Service

Right2Drive DM 1y

Hi Nancy, We appreciate your feedback and would like to clarify our policies and procedures around access to our rideshare services... Read more

. Right2Drive provides replacement vehicles to not at fault drivers who were involved in an accident. In the instance we are unable to deliver a loan car to the scene of the accident, we offer to transport our customers home or to their workplace via rideshare. As you chose not to proceed with our service, we are unable to assist you any further and you will need to speak to your insurer regarding your transport options. Thanks, The Right2Drive Team

Nicole Metropolitan Adelaide, SA 2 posts

Filthy car

Gave my kid a car in filthy condition.
Use a body shop with nice hire cars instead - I tried to call but the hold was too long, couldn't deal with the poor service.
I can see a lot of responses to negative reviews ask to get in touch but the wait times are too long and truth is, a filthy car shouldn't leave the lot.
And the running theme is - youre not at fault = crap service as youre not paying and its dealt with everyone outside of your control.
Show details

Customer Service

Vehicle Condition

Right2Drive DM 3y

Good Morning Nicole, Thank you for taking the time to give us your feedback. We are disappointed to hear you had a negative experience with Right2Drive. Our goal is to ensure satisfaction of our custo... Read more

mers and to provide a positive experience. We would like to gather some additional information. Please contact us by emailing customercare@right2drive.com.au at your earliest convenience. Once we locate your file, we can then escalate the issue and respond accordingly. Thank you in advance and have a lovely day, Alison

Matthew A. Sydney, NSW

Quick and helpful initially. Horrible experience after the fact

In accident and wasn't at fault. We thought we had car hire included in insurance policy, but were mistaken. Found Right2Drive (didn't know such a service for car hire for not-at-fault drivers was a thing) and were helpful and quick to loan a car. All details of the accident were provided (dashcam footage, drivers details and phone number including insurance company) and when our car was repaired, the loan car was picked up from home. A great experience! Then it all started...

Several months had passed and we were contacted by Right2Drive info... Read more

rming us the driver refuses to admit at fault / says he wasn't driving on that day etc. We were asked to provide the original dashcam footage AGAIN! Confused as to what happened to the dashcam footage we initially sent at time of accident, I asked what had happened to the original and was told they couldn't find it and easier to just send it again. Happy to oblige, I sent through the dashcam footage. Several days had passed and we were contacted yet again (April 2020) informing us they continued having trouble getting the other party to admit responsibility and for us to ask our insurer for our original claim details as well as provide the original dashcam footage AGAIN! We acquired as much information as we possibly could from our insurer (Woolworths Insurance) and passed this (including dashcam footage for the 3rd time) onto Right2Drive. We were told by Right2Drive that if we did not receive any details in the post regarding moving forward with possible court proceedings to consider the matter resolved. Forward to the week of March 8, 2021, were we have just been contacted by Right2Drive again asking for the at fault drivers license details. WHAT!!!!! It has been almost 2 years (1 year since we last spoke) and we are being asked AGAIN!! for the drivers details. These details have been provided multiple times and as we had not heard from Right2Drive for almost 1 year, considered the case to be closed. We now have constant anxiety over the matter as it seems to just linger over our heads.

Value for Money

Transparency

Customer Service

Booking Process

Vehicle Condition

Right2Drive DM 3y

Good morning Matthew, It is disappointing to hear that you haven’t had a positive experience with Right2Drive. Would you mind supplying me with additional information by emailing customercare@right2d... Read more

rive.com.au, this way I can locate your file and will be able to escalate the issue and respond accordingly. Right2Drive prides itself on providing a great customer journey – I would like to look into this further to avoid this occurring again. Look forward to hearing from you soon, Alison

BrianVee Sydney, NSW 79 posts

Great idea - very poorly managed

Booked a van. Arrived late on Friday and had bald front tyres + service light on the dash.

We were told the van was due for service and that they would replace it with another van on Monday.

I pointed out that this was not convenient as we needed to use the van on Monday (that is why we were hiring it of course).

They assured us it would be delivered late morning,

Monday delivery time came and went. Called them and was told they were slightly delayed and that the van was currently being cleaned.

Didn't appear particularly clean when it a... Read more

rrived and certainly had no residual smell of being sanitised or any actual sanitiser as advertised on the web site. A series of further events throughout the day led to more delays before finally they called to say that the replacement van had bald tyres and they had booked it in to get new tyres. This then turned into the tyres not being available and they are now estimating delivery some time on Tuesday, pending the arrival of new tyres. Maybe by lunch but not sure. Going by repeated failures to deliver on time so far, I'm not holding my breath. To be clear: We wasted half a day on Friday waiting for the first van. An entire day today, waiting for the second van which may or may not be delivered half way through the day tomorrow. At best, we will have been unable to use the supplied van for 1.5 days while we waited for a replacement. I have one unroadworthy van sitting in my driveway. I have been paying two employees hourly rates to sit and wait for the delivery of a van that now is not coming today at all. I have loaned my vehicle to an employee in order that he can do his work today. Staff are friendly an apologetic. They appear to be trying their best but I see no point in anyone paying to hire a vehicle that is unroadworthy or that sits around unable to be used because it is waiting to be replaced by another vehicle that doesn't ever arrive. I do hope that they will do the right thing and not charge the insurance company for the hire, at least for today, as we were prevented from using the vehicle. *** 28 hours later *** and still no replacement van. Would you believe, after finally getting the unroadworthy tyres replaced, they discovered a side mirror was cracked on the replacement vehicle and decided they needed to get that replaced before they could deliver. I'm waiting to see Basil Fawlty chasing Manuel down the street with a broom, next. Its so strange that they happily delivered us the first vehicle in an unroadworthy condition with bald front tyres and service lights flashing yet are so very focused on the roadworthiness of the replacement van. I should note that all of this was not brought about by a complaint from us - we had not even noticed the bald tyres on the original van when the shenanigans began with the 2nd van. Unless you are a very patient person with no time based obligations and an incredibly good sense of humour, AVOID THIS COMPANY!

Value for Money

Transparency

Customer Service

Booking Process

Vehicle Condition

Right2Drive DM 3y

Hi Brian, We are very disappointed that your experience was not to the standards you deserve and expect, and that we pride ourselves on providing. We have reviewed the situation internally and will u... Read more

se these findings to ensure further improvement in our service standards enabling us to deliver the quality services levels for which we are known in the industry to all customers, all of the time. Kind Regards, Josh

Robert Metropolitan Adelaide, SA 9 posts

Ripped off

Billed post use for fuel usage after return of vehicle. Beware people. Attempted to complain and found staff could / would not speak English, emails not answered , requests for management unanswered. Show details

Value for Money

Transparency

Customer Service

Booking Process

Vehicle Condition

Right2Drive DM 5y

Hi Robert, Sorry to hear of your experience after returning the car. I would like to get a better understanding of what has happened. Are you able to please email me your full name and contact details... Read more

to customercare@right2drive.com.au so I can look into your file and come back to you? Kind Regards, Josh

Dean Metropolitan Adelaide, SA 2 posts

5y Verified

Poor communication

Booked vehicle 2 weeks in advance. Local branch not receiving calls. Called twice did not receive call back.

Not impressed.

Right2Drive DM 5y

Hi Dean, I'm sorry to hear about the service you have received to this point. If you provide me your full name and contact details I will pass this on to our Operations Manager to have a member of our... Read more

team call you ASAP. You can reply to this comment or email us at customercare@right2drive.com.au Kind Regards, Josh

Suzanne Perth

Don't bother if the person who hit you is uninsured

Don't bother applying if you have the extra misfortune of the person who hit you being uninsured. I was rear ended by an uninsured idiot who hit me at speed while I was stopped at a roundabout and because she is uninsured I was advised I am not eligible for this service. So I am now without my 4WD for 6 weeks, I have to cancel our holiday as we cannot tow our caravan with my husbands sedan and I have to pay to rent a vehicle privately so I can get to work for the next 6 weeks as my husband works different hours. Check your insurance policies too, luckily my insurer is fixing my car but I found out after the fact that I could have had cover for hire car after accident as an optional extra... which I was never previously advised of.

Right2Drive DM 6y

Hi Suzanne, I am sorry we haven’t been able to help you this time around. For us to be able to provide loan cars to people not at-fault in a car accident we need to be able to recover the costs for th... Read more

e loan car, which is the at-fault party’s insurer. If you find the at-fault does actually have insurance and hasn’t disclosed it to you please let us know. Again, apologies we haven’t been able to help you this time around. Kind regards, Cheyne

CHANDANA

Read the fine print

The agreement states that Right to Drive will charge the hirer if they are unable to recover the costs from the other party. The extent of these costs are not specified.

So take care. They may provide a valuable service, but there is a catch.

Right2Drive DM 6y

Hi Chandana, Let me assure you there is no catch. We uphold the rights of not at-fault drivers by ensuring the at-fault party, or more typically their insurer, fulfil their legal obligation to pay for... Read more

the cost of a replacement vehicle. We do not seek to recover hire vehicle costs from our not at-fault customers provided that the information they have given us is correct and they are honest with us. If you have any further questions I invite you to email your contact details to customercare@right2drive.com.au as we would be more than happy to help. Kind regards, Fran

Concerned Consumer Greater Melbourne (Inner), VIC 3 posts

No cost? Think again

These type of businesses drive up insurance premiums with their excessive demands. Think your getting something for free? Think again. If you use this service don't ask your insurer why your premiums keep increasing. We all pay for this free hire car.

Right2Drive DM 7y

Hi Gigi, Being involved in a car accident can be a stressful time for everyone involved, especially when you are not at-fault and are left without a car whilst yours is repaired.... Read more

At Right2Drive our aim is to help minimise the impact of a car accident for not at-fault drivers by providing them a like-for-like no cost rental car so they can get back on the road and carry on with life as quickly as possible. Insurers know that not at fault drivers are entitled to hire a car whilst theirs is off the road – the principle has been around for over 100 years. As such it is reasonable to assume that it’s already factored into insurance pricing calculations. Right2Drive’s customers love what we do. Our customer service satisfaction is amongst the highest of any business, anywhere in the world. When you are not at fault, call Right2Drive. We stand by our motto: No fault, no cost, no worries. Kind Regards, Fran

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Bri Sydney, NSW 2 posts

Disappointed by service

I was rear ended by another vehicle leaving my car in for repair, I contacted right 2 drive and filled out all the paper work they provided. One day later they contacted me asking questions I had already answered on their paperwork. They ended the call by telling me they would call me in the next couple of days and organise the car drop off time and location. After a couple days I still hadn't heard from them so I called them only for it to go to message bank. It has been a week and still no contact. Very unimpressed by the lack of communication and poor service.

Draganotz Sydney, NSW 45 posts

Didn't work for me

I was offered a replacement van by this company as soon as I and my vehicle was delivered by tow truck to the repairer after a bad accident. To my surprise, the representative of one of these "not-at-fault" hire companies did indeed have the replacement van ready for me out front of the repairer once I had completed booking in of my damaged vehicle. I suspect the repairer had called them as soon as I had arrived at their premises with my towed vehicle. However...completing all the details with the representative of this "not-at fault" hire co... Read morempany was so long and excruciating because the representative couldn't seem to handle an accident that involve more than two vehicles despite having the details of the vehicle who immediately struck mine and explaining the accident scene extensively. I picked up the phone and called my wife to pick me up and then abruptly wished the representative well in his endeavours. It was not an easy process...was much easier to hire a van later from Budget and have my employer reimbursement me. So yeah, my first experience with this sort of company was not good. But if you tick off all their boxes and provide absolutely every last bit of information they need or want, who am I to discourage you to go with one of these "not-at-fault" hire companies.

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Details

Features:

These cars are only provided to drivers who were not at fault during an accident
The hire car is funded by the insurance company of the person who was at fault. If this person refuses to pay, then Right2Drive will not charge you for the rental costs.
Apply for a loan online and Right2Drive will assess your application and determine your suitability.
The cars are COVID safe, with fully sterilised interiors and disposable steering wheel covers.

Points of praise:

For those who had booked a car after getting into an accident, Right2Drive’s efficient service alleviated a lot of stress.
It was common for consumers to receive professional service by friendly staff members.
Many reviewers were surprised to receive a better vehicle than they had initially booked.

Something to consider:

If you were at fault, you’re not able to qualify for a loan car with Right2Drive.

Category	Accident Replacement Vehicle Rental
Service Type	Accident Replacement Vehicles
Hire Vehicle type	Cars
Locations	NSW, QLD, SA, VIC and WA
Awards	2019, 2020 and 2021

Visit official website

Contact info for Right2Drive

info@right2drive.com.au

1300 299 510

ABN: 13159590986

Right2Drive

Reviews

Convenient but painful

Not advocating for drivers, just snatching the steak out of the situation

Could be more upfront

Filthy car

Quick and helpful initially. Horrible experience after the fact

Great idea - very poorly managed

Ripped off

Poor communication

Don't bother if the person who hit you is uninsured

Read the fine print

No cost? Think again

Disappointed by service

Didn't work for me

Details

Features:

Points of praise:

Something to consider:

Contact info for Right2Drive

Extra Information

Compare best Accident Replacement Vehicle Rental