Car rental companies are offering electric vehicles (EVs) as part of their fleet for customers to rent, but the lack of instruction and information provided to renters is causing frustration and turning some customers off from EVs entirely. Lydia Wu and Doug Jensen both had negative experiences when renting EVs from Hertz, with Jensen even being given free rental days as compensation for his aggravation. While some customers, like Jay Waldron, enjoy the experience of driving an EV and end up purchasing one after renting, others are left confused and overwhelmed by the unfamiliar technology.
Hertz’s initial bold move to order tens of thousands of EVs from various manufacturers has led to challenges in managing and educating customers on how to use these vehicles. The transition from a gas-powered vehicle to an EV is not seamless, with features like automatic regenerative braking catching customers off guard. With limited time and resources to provide individual instruction to each customer, big rental car companies are struggling to meet the needs of rookie EV drivers. Despite efforts like providing QR codes with instructions, many renters may still feel unprepared to handle the unique features of an EV.
Companies like Joulez and Turo offer more personalized customer service for EV renters, providing detailed walk-throughs of the vehicle and assistance with charging. Micah Bergdale, founder of Joulez, saw an opportunity to improve the rental experience for EVs and started the company to cater to customers who may not be familiar with this technology. By asking customers about their EV experience and offering on-site attendants for assistance, companies like Joulez are filling the gap left by larger rental companies.
While some customers appreciate the opportunity to rent an EV and enjoy the driving experience, others like Lydia Wu and Doug Jensen are left feeling frustrated and disappointed. The lack of clear instructions and support from big rental car companies has hindered the adoption of EVs among customers who may not be familiar with this technology. As more rental companies incorporate EVs into their fleets, it will be crucial for them to provide adequate resources and guidance to ensure a positive experience for all customers, regardless of their level of familiarity with electric vehicles.
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