Car Next Door


We can delete your personal information from our database after we receive a request from you in writing. Please lodge a ticket through the Help Centre with your request.

Deleting your personal information will also permanently close your Car Next Door account.

If you have an outstanding amount owing on your account, you will need to settle this balance before we can delete your account.

If you have had any transactions through Car Next Door in the last three months, we won’t be able to delete your information. We need to keep it for three months for our financial recordkeeping requirements and data integrity. Once it’s been three months since your last transaction (or if you have never had a transaction), we can delete your account and all your personal information.

If you ever want to use Car Next Door after we’ve removed your information from our system, you’ll need to go through the sign up process again.

So it looks like I need to wait another ~8 weeks or so before I can be safely expunged.

- Greig.


The next chapter at CND is uber ownership. A fluff piece, but is it deserved based on net postings?

It isn’t about the money? Chuckles.


Good lord. That is truly atrocious. So that quote by the panelbeater was done based on photos alone — they didn’t even sight the vehicle. Appalling. Will definitely avoid CND. I was actively considering using them too… had even signed up and gone through the verification process.

1 Like

I disagree… the ‘from’ price they state is actually impossible for the customer to get. The price needs to include the compulsory booking fee otherwise it’s a false price.


Also Legal Aid in each state usually has a free (limited to one session) legal advice service which in days of COVID is I think accessible by phone.

Just sharing my experience in the hope that Car Next Door (CND) continues to lose members due to their poor customer service.

I borrowed a car in June 2021 with the basic insurance option. To my knowledge, I didn’t damage the car and took photos as I usually would. Roughly five months later, was charged $610 to replace the bumper based on a very small scratch. I had no idea how this had happened, but it was beside the point - damage had occurred while the car was in my possession and now I was liable.

However, I noticed from my before photos that there was significantly worse pre-existing damage to the same area of the car, while the scratch I was “responsible” for was clearly an inconsequential scratch, one that most reasonable car owners would have just used touch-up paint to fix. I believed the owner was taking advantage of the situation and wanted Car Next Door’s support in reaching a fair resolution, but they offered no help apart from letting me know that the damage is my responsibility regardless of pre-existing damage (see the Damage Policy).

After they had directed me to the Damage Policy, I read the Member Agreement and saw that the process for disputes had clearly not been followed. I contacted the owner myself and asked for a 50% refund. The owner agreed based on the fact that, in his words, “it looks to me like it was not caused intentionally by you.” This exchange between me and the owner suggests that if Car Next Door had a) encouraged the owner to contact me directly in the first place or b) responded to my requests for Car Next Door to mediate this properly, I may not have had to pay anything at all.

CND member agreement states that ● Members are encouraged to discuss the issue directly with each other and attempt to resolve it to the satisfaction of both.● Members can find the email address and phone number of an Owner whose car they have booked, or a Borrower who has booked their car. ● If the Members are unable to resolve the issue within a reasonable time, then either may notify Car Next Door. Car Next Door will contact both Members to hear both sides of the story and gather information about the circumstances leading to the dispute ● Car Next Door will try to help the Members involved to reach a fair resolution to the dispute; and ● If the Members involved are still unable to reach an agreement to resolve the complaint within a reasonable time, or unsatisfied with the resolution suggested by Car Next Door, then Car Next Door will refer the Members to the Community Justice Centres (in NSW).

None of this was honoured. CND instead charged me $610 without offering me the opportunity to dispute or discuss with the owner. They conveniently ignored all of my questions, producing canned responses about the damage being my responsibility (which I was not denying). As they took roughly a month to respond to each email I sent or weren’t able to answer my questions over the phone, I took it upon myself to contact the owner and asked for a 50% refund. The owner agreed without question, which suggests that if I was offered a dispute as I was rightly owed, I would not have had to pay at all. CND took over a month to send the refund. They continuously apologise for their slow replies, yet they took minutes to take money from my account when I confirmed my bank details, suggesting they can be quick when it suits them.

CND refuses to acknowledge let alone provide a reason for violating this section of their member agreement. Since they haven’t referred me to the Community Justice Centre, I appealed myself, but the CND head office hasn’t responded to the letter, and it seems unlikely they ever will.

Their poor customer service has led me to decide it’s better to switch to a more trustworthy service and to convince others to do the same.

Their support team CCed staff members with email addresses and after I directly emailed them, those staff members are actually now engaging with me in a timely manner. However, I think it’s unlikely anything will come of this so my intention here is just to share my story in the hope that people will stop using the service.


Wow thanks for sharing! Haven’t used their service but it was on my shortlist. Sounds like a lot of hassle!

How can then wait 5 months later to charge you though? In that 5 months, couldn’t the car have been loaned out to other folks too ? Shouldn’t there be a time limit? like 24-72hrs after returning the car?


Welcome to the community, @fernaj
There is a well established existing topic on CND related issues. Worth a read, with your experience likely to be included in the discussion.

The CND damage repair policy appears to be open to owner abuse, and can be a potential source of additional income to CND. It would be great if CND could provide some data on that part of it’s business.
What percentage of hires result in damage claims?
What is the average value of each claim?
What is the average value of each hire?
Do CND monitor individual owners for damage claim rates greater than the norm?
Also are some owners providing multiple vehicles to CND and effectively running a car hire business?

CND is built on the hire of used personal vehicles, many in a condition that are of a lesser standard (fair wear and tear for age) when compared with the regulated vehicle hire industry. CND is facilitating the hire of vehicles which will likely have some damage evident. If their business model is treating customers fairly should they offer confidence through greater transparency? Is the business model open to rorting by owners, especially of the pooled payments model for damage claims and as a mask for commercially inspired owner activity?

All questions the ACCC has powers to investigate.


Perhaps their slogan should be “Car Next Door - Let your neighbour take you for a ride”.


Welcome to the Community @fernaj,

I moved your post into this existing one about CND. The numbers of issues, the seeming opaqueness of alleged damages and resolution, and how their ‘customer service’ works is not a once off.

It is always best to check companies before doing business with them than after when a problem arises. A search just now reveals a few sites where customers are somewhat happy and some where the majority have had costly issues. While many CND customers might have had trouble free CND rentals when there is an issue maybe not, and considering overall reviews takes a bit of insight.

Not saying the good ones are not genuine, but a useful allied topic is


Hi @fernaj, welcome to the community and it is disappointing that you have also had a bad experience with CND.

Thank you for pointing out that CND have agreements and terms available for consumers to review as part of the decision-making, prior to renting a vehicle through their platform. These agreements and terms set out the risks of the rental and what processes are in place in the event something goes wrong. It is disappointing that in your case, these agreements and terms were potentially ignored (such as the dispute process or that if the scratch was very minor in nature, it would be considered as general wear and tear by CND and not subject to damage charges).

If business don’t uphold or follow their own agreements and terms, it is very much something to be very wary of. It also appears from your post (and the terms and agreements in place), that CND tend to wipe their hands of any responsibility in relation to the rental taken place. This is also concerning as such, as indicated in earlier posts, will have significant reputational issues for their business. Online platforms like CND are driven by reputation. If no one uses them due to a poor reputation, they have no business.

The other concern is that there are two parties one needs to deal with in the time of a dispute - CND and the vehicle owner. This creates an environment of ‘fingerpointing’ where one pushes the responsibilities to the other party resulting in no one wishing to effectively deal with the issues at hand. This is itself is also possibly another key factor when decision to use CND. I, like yourself, possibly won’t ever use CND due to information posted in this thread. The risks are higher than I would be willing to accept.


hi @PhilT, thanks for moving my post! I did see this thread, but didn’t realise it was better to just ad to the existing chain. I totally agree. I think a lot of people persist with CND in the hope that they don’t have a bad experience, e.g. even one of my friends is still using the service despite my experience. Since CND is generally a decent service until you have a problem, I can see why people try their luck.


thank you @mark_m ! I’m still thinking about whether I will pursue an ACCC case, but these questions/points you posted are a good starting point for me, so thank you for commenting.


hi @GeorgeL, yes that was the first question I asked when they first raised the dispute with me. They told me that many owners have fleets of cars and it’s not unusual for disputes to be raised months after the incident. The car was loaned out in the five months, but there’s a scratch in my after photo that wasn’t there in my before photo. It means the owner only noticed it much later and used it as an opportunity to get his entire bumper, which had large pre-existing scratches, fixed. I raised that point with the owner, but he also ignored it. I was always willing to pay part of the cost and wanted proper mediation, but CND didn’t offer me that.


Seems like a flawed process. There should be a time limit regardless to claim.

The owner should/would have an obligation to mitigate further damage from subsequent loan out usage. Because the quoted repair costs for within days after damage was made versus quoted repair costs for 5+ months after the damage may differ a lot!!!

If they claim and quoted repair costs 5+ months later, I think you should have the right to access every before and after photos taken from each subsequent loan out of that car over that 5+ months. That would give you photo evidence of whether the damage was worsened over time from subsequent loan outs.


An other ask might be to know whether for each other instance of damage evident the same repair claim has been made on every other hirer? That in itself would seem dishonest if it is occurring. Can CND show that it is not?

Alternately assuming all the other damage evident is due to the owners use and one very minor portion by a single hirer - is it fair to ask a single hirer to restore all the other damage evident?
A simple prorata if there are 10 items to be repaired in the one job, should the hirer who caused one only pay 1/10 of the cost?

Perhaps CND’s contracts are fair and address these issues fairly. Above all is whether CND ensures transparency in all it’s dealings? How can anyone be sure!


Yeah the whole process seems unfavourable to the hirers. CND definite would not be a service I’d use. If I need a ride, I’d take an Uber instead LOL

1 Like

The whole process is so open to abuse that there really is only one answer: Don’t use the service.

I guess there’s room for argument about that. 24 hours is clearly an unreasonable expectation e.g. owner has gone away for the weekend.

At the other end of the scale, 5 months looks rorty. It seems as if the owner has batched up all the accumulated little dings and dents (which makes sense from the point of view of total cost to repair) but is trying to get the latest person to complain in this topic to pay for all the damage i.e. damage caused by other hirers, both prior and subsequent.

Having said that, we don’t have transparency over whether every person who hired between then and now has also been hit with a charge. This could be massive double dipping or might not be.

@fernaj, were you provided with the quote from the repairer? i.e. to back up the charge against you.


@person yes, CND sent me the quote that the car owner had got from their standard repair partner. It actually does say in the request for quote “please only quote for the circled damage”, and the scratch I was seemingly responsible for is circled. However, the reply from the repair company simply says “$655 for bumper repair”. All the comments above suggest that it’s very possible that more bumper damage could have happened since I rented the car, and I don’t know how easy it is to work out how to charge me for a percentage of the damage, but it surely wouldn’t have been that hard to work something out, or at least reply to my emails.

In case anyone is interested, the CND staff member (not Support team) that I’ve most recently been in touch with hasn’t replied to my email for 12 days.


It is usually standard practice to replace a bumper if it is damaged, as it is often cheaper and more durable solution than a repair.

However, if the repair partner recommends such an approach and there were other similar scratches on the bumper, the repairer could issue quotes for each repair being replacement of the bumper. Say there were 5 scratches, this could be 5 separate invoices totalling $3275.

If the bumper had pre-existing damage on its hire, it could be a money maker for someone as the bumper isn’t being repaired between hires and each hirer is paying for repair work which wasn’t done.