Reviewed on Apr 3, 2018, 4:11 AM
I made the reservation through Carrentals and the pickup was 10 am.
My ride to the rental place had to be about 40 minutes earlier so I tried to change the reservation time to 9 am, a few days in advance, but there was no editing option available, so I called Elite Truck Rental directly and explained the problem. I did not receive any offers nor assistance to help me change the rental time, and when I asked if it would be a problem to come about 45 minutes earlier, I was told 'It shouldn't be a problem, as long as the car is available'. I then asked 'Well what's the likelihood of a car not being available?' and the answer was 'It shouldn't be a problem'.
I got there at 9:15am, as I stated, introduced myself and stated that 'I spoke to a nice young lady on the phone where I would be arriving a little early'. She immediately said 'We don't have any cars here. and I said IF the car is available'.
Although that was true, she also responded 'It shouldn't be a problem when I asked the likelihood of a car not being available'. She also did not offer any assistance to change the reservation when I called, and didn't offer any assistance at the point in time either.
I now had a serious problem because I had to be at my business within the next hour with no ride and no rental car. I also had several appointments afterwards that impeded my ability to return to this location, which was about 25 miles from my home, to try and pick up this rental again. After her abrupt statement, she didn't look at me and just stared at her computer screen, as I began making desperate calls to friends to try to get a ride, and for someone else to pick up my daughter, etc. The other man at the Truck Rental at least picked up a phone and tried to call to see when the car rental would arrive, but had no answer for me.
I was furious, as well as the person who gave me a ride there because they saw how 'unassisting' the people were being. We tried to call Hertz for help, but kept getting connected to new reservations and the wrong people.
The car actually wasn't available until almost 10:30am.....a good 30 minutes after my documented reservation time. I was unable to return until 12:30, after I inconvenienced several people to help me throughout this crisis.
When I returned to get the car, this time the gal was friendlier and made some attempts for rectification. I'm not sure if they received a call from Hertz because we were making several calls for assistance. They gave me a slight courtesy offering to allow me to bring the car an eight of a tank less than what it had (the tank wasn't even full- it was about 3/8 full),which was another sign of lack of preparation for the client.
It was a very very rough stressful experience and this facility demonstrated that neither the reservation, nor the customer care, is dependable.