Feedback and complaints
Something went wrong, or went well? Tell us here. Complaints go to the owner, not a queue, and you get a reply from a named person.
How we handle a complaint
- 1
You tell us what happened
Complaints come to us first: use the form below or email info@ringroadcars.is. Include the rental agreement number if you have it so we can pull up the file straight away (rental terms 44).
- 2
A named person replies
Usually within two business days, with what we found and what we propose. If we need more time, we say so and why.
- 3
Disputing a charge? You see the evidence
Before we charge anything after a rental, we email you an itemized statement with the documents behind it: the photos and the repair estimate or invoice for damage, the handover record, or the notice behind a fine or toll (rental terms 7). A damage charge waits until 20 days after our written damage notice, unless you agree in writing to an earlier one; within those 20 days you can ask in writing for the independent assessment, as described on the damage page (rental terms 13–14). One exception: for damage no waiver covers (undercarriage or water damage, or sand and ash damage without Sand and Ash Protection or MAX), a hold of up to €10,000 may be placed on your card after the return inspection and set against the repair cost, with any surplus refunded and any shortfall payable (rental terms 7).
- 4
Still not resolved
If we cannot resolve it and you rented as a consumer, you can refer the dispute to the Consumer Complaints Board (Kærunefnd vöru- og þjónustukaupa), Borgartún 29, 105 Reykjavík, kvth@kvth.is, kvth.is. If you live in another EEA country, you can also contact the European Consumer Centre in Iceland (ECC Iceland). We say so in writing rather than leave you guessing (rental terms 44).
Send your feedback
Quick answers
I received a damage notice for damage I do not think I caused.
Use the complaints form and choose “A damage charge”. Your message also reaches our claims desk. Our written notice, emailed within 10 days of the return, comes with the photos and the repair estimate or invoice, and you already have the photos and 360° video we sent you at pickup. Apart from a hold of up to €10,000 for damage no cover option includes (rental terms 7), nothing is charged for the damage until 20 days after that notice, unless you agree in writing to an earlier charge, and within those 20 days you can ask in writing for an independent assessment in the Cabas system. Its outcome binds us: if it is lower, we pay for the assessment and refund the difference. The damage administration fee of €150 applies in every case (rental terms 13–14).
Do you reply to praise as well?
Yes, and we pass it on to the person it is about. It also helps us know what to keep doing.
Can I complain by phone instead?
Of course, on our normal number. For anything about money we still ask for it in writing, through the form above or an email to info@ringroadcars.is, so both sides have the same record.
Prefer email? Write to info@ringroadcars.is