I read the guy posting here about working for a car rental place. It reminded me of my car rental experience about 2 years ago. I guess this is more a story of Sucky Customer Service.
The second car I bought was a very poor fit. I took it for a test drive, and liked it, but within a week of buying it I knew it had to go. That was an expensive oops. Before buying my third car I wanted to rent it for a week to see if I liked it. I went into the local rental place. I told them the situation. I lived close, and wanted to rent an Impala for a week as an extended test drive. Which week was not important, and which day of the week was not important. I wanted to drive it to work for a week, and drive it over a weekend so I can get some long distance on it. The manager told me that they had multiple Impalas and that would not be a problem. They were all booked at the moment, but two were due in the next week and I could have one of them.
Great!
4 days later I received a call, and just like you said, someone had extended their rental, so the manager pushed my rental back. Everything was on track, I was happy to see that I would get what I wanted.
I showed up, and the guy told me that I was going to get something else (I forget what). I explained the situation and that I had been assured that I would receive an Impala. I was told what you just said about how the rental was for “something Impala like”. I told him that I had a special arrangement, and that I would just come back later when an Impala was available. The guy had to do a bunch of paperwork, but finally he was done and told me to come back in 2 or 3 days. I did. I got my impala. I drove it for the week and was very happy. I returned it. When I returned it, I noticed that on the bill there was a $25 charge for a Cancellation fee. Apparently, if you cancel a reservation with less than 24 hours notice there is a fee. I fought the manager on the charge, because I had a special arrangement to rent an Impala, and ONLY an impala. The first reservation said right on it “Impala only, NO EXCEPTIONS. If Impala is not available, call (my phone number) to re-schedule rental.” I did not change the reservation, they did. He did not agree, and charged my credit card the extra charge.
I tried to fight the charge with my credit card company, but after researching it they sided with him.
I was at a loss for what to do. Then it dawned on me.
I parked outside their building. A customer pulled in. I jumped out of my car and said “let me tell you about my experience with this company…” and told them the story. They left without getting a rental!! I walked into the building and told the manager what I had done. He was outraged. I said “I bet that customer cost you more than $25. I wonder how many more I can drive away before you refund my $25?” and walked back out to my car. About 2 minutes later another customer. I jump out “Let me tell you about my experience with this company…” right then the manger comes out the door and says “I’m refunding your money right now.” I turned to the customer and said “I had a problem with scheduling my rental, and they took care of that problem.”
He refunded my money right away. 3 weeks later I get a letter from the division manager of the rental company. Apparently, the manager processed the credit card return wrong. When the division manager saw that on a report they called to find out what it was. The manager was not there, but the employee that answered the phone was the one that tried to give me the wrong car in the first place, and told the division manager the entire story. The division manager wrote me a personal letter thanking me for my business and apologizing for the screw up. He said that he was going to personally oversee the re-training of the manager. He apologized for overcharging me, and let me know that the manager is only allowed to charge my card for damage, not fees, without my signature, and that he violated policy by doing so. Included with the letter was a $100 gift certificate.
I have returned to using that rental company.
The second car I bought was a very poor fit. I took it for a test drive, and liked it, but within a week of buying it I knew it had to go. That was an expensive oops. Before buying my third car I wanted to rent it for a week to see if I liked it. I went into the local rental place. I told them the situation. I lived close, and wanted to rent an Impala for a week as an extended test drive. Which week was not important, and which day of the week was not important. I wanted to drive it to work for a week, and drive it over a weekend so I can get some long distance on it. The manager told me that they had multiple Impalas and that would not be a problem. They were all booked at the moment, but two were due in the next week and I could have one of them.
Great!
4 days later I received a call, and just like you said, someone had extended their rental, so the manager pushed my rental back. Everything was on track, I was happy to see that I would get what I wanted.
I showed up, and the guy told me that I was going to get something else (I forget what). I explained the situation and that I had been assured that I would receive an Impala. I was told what you just said about how the rental was for “something Impala like”. I told him that I had a special arrangement, and that I would just come back later when an Impala was available. The guy had to do a bunch of paperwork, but finally he was done and told me to come back in 2 or 3 days. I did. I got my impala. I drove it for the week and was very happy. I returned it. When I returned it, I noticed that on the bill there was a $25 charge for a Cancellation fee. Apparently, if you cancel a reservation with less than 24 hours notice there is a fee. I fought the manager on the charge, because I had a special arrangement to rent an Impala, and ONLY an impala. The first reservation said right on it “Impala only, NO EXCEPTIONS. If Impala is not available, call (my phone number) to re-schedule rental.” I did not change the reservation, they did. He did not agree, and charged my credit card the extra charge.
I tried to fight the charge with my credit card company, but after researching it they sided with him.
I was at a loss for what to do. Then it dawned on me.
I parked outside their building. A customer pulled in. I jumped out of my car and said “let me tell you about my experience with this company…” and told them the story. They left without getting a rental!! I walked into the building and told the manager what I had done. He was outraged. I said “I bet that customer cost you more than $25. I wonder how many more I can drive away before you refund my $25?” and walked back out to my car. About 2 minutes later another customer. I jump out “Let me tell you about my experience with this company…” right then the manger comes out the door and says “I’m refunding your money right now.” I turned to the customer and said “I had a problem with scheduling my rental, and they took care of that problem.”
He refunded my money right away. 3 weeks later I get a letter from the division manager of the rental company. Apparently, the manager processed the credit card return wrong. When the division manager saw that on a report they called to find out what it was. The manager was not there, but the employee that answered the phone was the one that tried to give me the wrong car in the first place, and told the division manager the entire story. The division manager wrote me a personal letter thanking me for my business and apologizing for the screw up. He said that he was going to personally oversee the re-training of the manager. He apologized for overcharging me, and let me know that the manager is only allowed to charge my card for damage, not fees, without my signature, and that he violated policy by doing so. Included with the letter was a $100 gift certificate.
I have returned to using that rental company.
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