D Reviewed on Dec 29, 2018, 10:03 AM
Please note: this rental car location is not at an airport, so it primarily serves local residents, of which I am one... True to car rental establishment form, the car type I reserved--yes, RESERVED--was not available, so I was upgraded, which I DID NOT WANT. Wake up call rental car businesses, if a customer reserves an economy/compact car THAT is the car type the customer desires--not mid-size or any other larger type of car--as a business model standard, you SHOULD NOT CONFIRM A CUSTOMER'S RESERVATION, IF YOU DON'T HAVE THE REQUESTED CAR TYPE IN STOCK AND ON THE PREMISES AT THE CUSTOMER'S TIME OF SCHEDULED PICK-UP! I'm almost 40 and since the age of 18 have traveled a lot over the years, renting cars several times per year, and this upgrading practice is standard procedure. I'M SICK OF IT!!! A CAR RESERVATION MEANS THAT THE TYPE OF CAR I RESERVED SHOULD BE AVAILABLE. Additionally, this particular establishment had one compact car on-site and REFUSED to rent it to me because it was reserved for someone else, I was told. How can that be when I had a reservation for 7:30 am (the establishment's opening time that day), yet didn't pick up my car until 1:00 pm. Shouldn't that car have been reserved for me?! Am I not a valued-enough customer? In addition to all of the above, the car that I was provided was a bit dirty outside and in and the manager, who was professional and customer-friendly, did apologize; and the gas tank wasn't full (was at 3/4 full). Now, honestly, I don't care much about either of those things, generally speaking; however, if you're going to rent me a type of car that again, I DID NOT RESERVE, the least you could do is ensure its cleanliness and a full tank of gas!! CUSTOMERS, WE HAVE TO STOP ACCEPTING THE DISHONEST CAR RESERVATION PRACTICES OF THESE ESTABLISHMENTS! In order for rental car companies to cease the practice of confirming car reservations that they don't honor--which isn't a reservation at all-- we have to refuse to accept their upgrades (or downgrades, in some cases as well). Patrons would never accept this practice for hotel reservations or flight reservations--and we shouldn't...certainly not without some type of accommodation (e.g. refund, price reduction, etc.), so let's stop accepting this treatment in the rental car world! Finally, noting (or maybe not?) the scheduled time of my return, which was well after the business' closing, I was provided no direction on returning the car, so I wandered around in the dark (the location isn't well-lit) searching for the key drop-off box and parking the car in a fairly random parking space, upon my return. By the way, my rating of two stars is for the positive customer service experience alone. While I am fully dissatisfied with the process, the staff was professional and offered friendly service to me and the other patrons present, which I appreciate.
DWhitt Reviewed on Dec 19, 2018, 6:37 PM
Being older, this could have been such a challenge, but your staff made it seamless. A God send.