National Car Rental/Alamo Rent A Car

I came to an agreement of a payment plan with the branch manager  Nicole B[redacted] they still sent me to collections (and was sent back to them), I paid them off but they still have me on their ban list.This is absolutely ridiculous and pretty poor way to do business. We just recently got in an accident and found out I was still banned. I have all the CC statements showing me holding up my end of the deal with payments. I have attached all payments I could find.

This has been taken care of. The customer dropped the car in California without permission and her rate was adjusted to a one way rate, her card also declined so she was placed on DNR. The customer and [redacted] came to the agreement listed below and she mailed a check to cover the cost of the rental....

The check has been sent to accounting for processing and she has been removed from DNR.  [redacted] contacted the customer again this morning to let her know she has been removed from DNR and this has been settled as she asked.

I rented a car from National car rental for pick up at Philadelphia airport location. My flight was delayed, upon arrival, I waited a good 20 minutes for pick up. When got there, I am an emrold member, so I picked up the car class I reserved and drove to the gate. I had a temporary license, so the gate keeper asked me to leave the line and return to the counter( not in a nice way). The counter person wouldn't even talk to me or resolve the problem, she decided that she didn't like my tone. I asked t speak to someone else, she wouldn't call anybody. So I started looking up the national number on my phone to call someone. She decided to call some other guy. Who came to to the counter. The women turned to him and whispered " can you deal with this [redacted]?" Right in front of me. He explained that they don't accept temporary licenses(although they are valid state issued licenses). And that was it! I was faced with having to go back to the terminal to try another agency. Fortunately for me, I carry an international drivers' license. So he finally said that they are allowed to accept that. So back in line again trying to get on my way.

1- no one tried to help

2- they acted like I was an annoyance rather a paying costumer

3- I called National to file a complaint about the way I was treated the next morning. They told met hat an area manager will contact me. No one did. I called again 2 days later, they insisted that it may take 3 or 4 business days but someone will call. 2 more days, still no call back.

I decided that I will never do business with national, and I will discourage any I know from doing business with them. I also sent a complaint to my company procurement office asking them to drop National as a provider of rental service to my company.

 
We have not received any letter from Alamo and have only received one phone message from [redacted].  We have tried numerous times at numerous numbers to contact Janik de la Cruz.  We don’t have long distance so we called Alamo toll free and was given the number to call Mr. d[redacted] at 1-800-327-9633.  I called and left a message for Mr. d[redacted] on 10/28/2015 at 1:07 pm and on 11/5/2015 at 10:21 am.  My son called and left messages for Mr. d[redacted] at [redacted] on 11/18/2015 at 2:36 pm and finally on 12/7/2015 at 11:11 am.  Including three letters sent on 6/16/2015, 8/7/2015 & 10/9/2015 we have tried to contact Alamo and Janik de la Cruz seven times to reach a resolution.  We don't consider this case closed and are still waiting for a resolution.
 

I was told on the telephone that the full rental amount would be reimbursed, not "the difference."

We don’t have to waive the rental.  The rental was paid by Earnhardt Ford and we waived the OOP for the airport taxes, surcharges, and...

fees.

 

Renter told me several times how degrading she was to him by calling him a “boy” and rude to brush him off and continually lie to his face.  He really wanted me to tell him we “fired” Laura but I told him we have taken care of the situation internally.

 

He said he appreciated the follow-up call and will continue his business with the home city office.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We never found this pink iPhone.  Approval from [redacted], we refunded her rental for $170.09 which is what she asked for in the letterPlease close. [redacted]Executive Assistant

To Whom It May Concern: Enterprise Leasing Company of Phoenix, LLC (“Enterprise”) is in receipt of a customer concern notification regarding a vehicle rental to Ms. [redacted] on March 12, 2016. Upon review of the rental transaction, the employee who processed the Costco membership...

discount inadvertently failed to update the rental with the Costco coupon code, thus incorrectly charging Ms. [redacted] for the vehicle upgrade. Each employee at the rental location is receiving additional training on this program to ensure the coupons are applied correctly and at no additional expense to the customer. As a result of this administrative error, a refund of $95.05 was processed on April 8, 2016. We hope Ms. [redacted] finds this remedy satisfactory and we look forward to servicing her car rental needs in the future.  Sincerely,Michele P[redacted]Executive Assistant

Revdex.com, We have attempted to contact Ms. [redacted] since June of 2015. We haven’t been able to reach her and sent a letter certified mail. Ms. [redacted] didn’t qualify to rent the vehicle under our current qualifications listed on the Website. It is a requirement that the credit card and driver’s license information be in the same name in order to rent the vehicle. Ms. [redacted] didn’t qualify under these circumstances. She had access to our policies and knew our credit and driver’s license policies. We are denying her claim. We also need to receive information from her to speak with her directly.  [redacted] Michele P[redacted]Executive Assistant[redacted]

[redacted] fax

I did speak to this Customer initially, the reservation was prepaid online at [redacted]. I did ask her to give it a couple days to see if the refund would process automatically, I’m not familiar with how the prepay refunds work in the system. If it didn’t come off automatically I could try to...

contact her CC company to get a refund issued. When I spoke to her again and she stated the amount was still being held, I advised her I would call and try to have the authorization released. I have normal credit card access in Odyssey, however no access to the card number she used to prepay. I advised her of this and advised I would need the phone number and card number in order to call. I also gave her the option of the both of us calling to conference everyone in so we could find out what information was needed to refund the deposit, without her having to give me the credit card number. She stated she did not want to call her credit card company under any circumstances and stated she would not give me the card number either, that she just wanted her money back and we needed to figure out a way to refund it. I’m not sure any other way we could have handled this to get the customer her money back in the timeframe she wanted it. I will contact her again to see if her refund has since been processed in the system and follow up.  I was able to reach the customer, she stated she did receive the refund she expected from Alamo. She stated it took about 2 weeks, but she did receive it.

8:16am

My husband and I were verbally assaulted by a team member named "Francis" at the National Car Rental in Newport News, VA. My husband and I are Emerald members and have always had a very enjoyable and pleasurable experience with the car rentals up until now. We went to go to rent a vehicle last evening due to a pressing family issue. I usually book my reservation on the way to the airport while in the car, but last night I was driving and didn't get the chance to do that. I went to the parking garage attendants as I normally do and they said they were under direction to have anyone go in instead of helping them outside. I said ok no problem and my husband and I went into the airport (this is the first time I had ever been asked to go in, but it was no issue). When we got to the counter I spoke with a woman, very briefly, who had basically said you should go somewhere else they didn't have any vehicles until later on. I was surprised by this as that was the first time anyone has turned us away. She didn't offer any other time, or an alternative. We went to go stand in another line, Avis I believe it was, but as we were standing behind 4 people infront of us (I am assuming some were probably National customers that may have gotten turned away, but can't be sure of this, I checked their pricing online and found that they were double what national would be. I told my husband that we should go back to the national counter and see when we can come back. At that point we spoke with an associate named Sean. I told him that we had spoken with a woman who said they were all booked for now, but maybe they would have one in an hour or so and we could grab something to eat (it is an airport area so there are restaurants very close). He said they have a few vehicles coming back around 9. He asked if I was an emerald member and I said yes, and he asked for it. I logged in on my phone at that point and asked him if I should just make the reservation online and come back at that time (this was the first time I had ever heard anything about National not fulfilling a rental). He said you can, but it may not let you if we have nothing available. I made my reservation and all was well. I asked him if I should check with the fellas in the parking garage to see if maybe a vehicle had come back, and he discouraged that. I also made note and told him that there were about 10 to 15 vehicles sitting in the parking garage at that point. He said they were all rented and I said ok. Since we had a situation going on and needed the rental quickly I decided to check with the fellas in the box where I normally pick up. They were very nice gentlemen who put in my reservation number and asked me if I was ok with a camry (they had 3 cars available at that point and 3 sets of keys sitting there. I said that would be just fine. My husband asked if they had a veterans discount and as they were looking it up the phone rang in the booth. One of the gentlemen answered the telephone and "sean" whom I had originally spoken to inside was on it (the one gentlemen had said his name out loud). The speaker on the telephone was turned up at that point and I could hear him describing both myself and my husband and directing them not to rent us a vehicle. The gentleman in the booth said "it's kind of too late for that" and the conversation ended. Less then a minute later the phone in the booth rang again, the gentleman answered it and this time it was the female, Francis, on the line. She was loud and abrasive (the volume was still up on the phone), the gentleman in the booth realized this at this point and turned down the volume (I am assuming because she was being so inappropriate). At this point I could not clearly hear what she was saying, but his response was "it's kind of too late for that". Then she continued to say something that sparked a odd look on his face. He had asked her to repeat what she said to the other gentleman in the booth. He then put the phone up to the other mans ear who said "wow". Again the gentleman said "it's kind of too late for that" and the conversation ended. Less than 10 seconds later the booth phone rang again, this time it was the same woman, Francis, telling the guys not to rent to us and she was coming down there. The gentleman in the booth stated out loud to one another that "it's not that serious" and conveyed to one another that they didn't understand why she was coming down there. Then they told us that she basically said "we're booked", even though just a moment before they were handing me the keys. She then proceeded to walk herself into the booth with the too gentleman stomping the whole way. She got in the booth stood in front of them and said "can I help you!" in an abrasive and abusive manner and tone of voice. I responded and said no the guys were helping me. She said "I told YOU - YOU can not rent a car now". I said I never had an issue like this before and have never been turned away and I don't I don't understand why she was doing what she was doing (since the guys were just about to hand me the keys and send me on my way with my rental). She said "well TODAY that's not going to happen". At that point she was loud, obviously irritated and becoming threatening with both her tone of voice and body language. I said ok well we'll just go grab something to eat and come back about 9 for my reservation. At this point she said "I told YOU, YOU are not to come back until "ELEVEN PM!" At this point it was so awkward that everyone else was looking down or around at each other. She had, at that point, come out of the booth and my husband and I had backed up (again feeling threatened) I said ok then have a nice night and she very abrasively, condescendingly and abusively repeated herself about 11PM and "HAVE A GOOD NIGHT!" (loud and embarrassingly like she had just fought with someone). I am not sure why she did this. The only reason my husband and I can come up with is because it was racially driven. There were cars available, they were handing us the keys and had us all set up and she stopped them. She had no reason to have the man call down (the first telephone call) to check on us other than to ensure we did not get a rental. She proceeded to call two additional times and assault both men in the booth verbally, so much so that the one gentleman in the booth said two times "repeat what you just said to him" ("him" being the other gentleman in the booth). To talk about a customer so negatively that someone can't believe what they are hearing is terrible. I called the customer service number to explain what had happened and eventually got sent to the escalation team. They apologized and I asked them if I can go to pick up my vehicle and if she would be there if I tried to go back (as at this point I did not want another unwarranted confrontation with this woman). They said if the reservation was for 9 I can go to get it now (at this point it was about 9:10 PM or so). I asked the escalation team member if they could call the branch to ensure I was not going to be stopped from picking up my vehicle. Instead of the team member calling they connected me back to "sean" at the airport. Sean then put me on hold and went to ask "francis" (I am assuming) what to do. He came back to the phone and I said I would have to wait until 11PM. I then called the company back and cancelled the reservation. I was left stranded with no vehicle feeling abused and assaulted. IS there someone in the corporate office I can speak to about this? I feel as though I can't go back there for fear of this woman. I have never rented with anyone else and feel comfortable with this company and do not want to end my relationship with you. If someone can help me I would appreciate it. This incident happened at the Newport News International Airport in Newport News, VA. I am not sure if "Francis" is a manager and only found out her name when the escalation team re-connected me with the branch. She had never introduced herself or said her name. Thank you.

On June 27th I picked up my rental car in Miami International Airport we got the keys and we went to get the car. It was the first time we rented a car in any company. We notice the car had a dent on the side passenger car but we kept on our way because we thought it has been reported and none of the representatives told us if we see a dent or any damages to the car that we had to tell them before we drive away.When we returned the car on July 5th the guy who took the car said what's that dent? We told him it was already there. When my husband went to the booth they told him it was already there but we still have to file a incident report. They didn'tcontact me until I received a letter in the mail stating that I will have to call the credit card company and insurance company in order to get the matter resolved because we are responsible for the damages. I called Alamo customer incident and file a report again and they said that because we signed for the report it's like we taking responsiblity. I asked the representative to give me the number to coroporate and the number he gave me was for customer service. When I called the number I had to repeat myself like four times to different people to repeat the story again and everytime I asked to transfer me to a manage or supervisor they kept hanging up the phone on me. I am also trying to dispute a claim in regards my total purchase to rent the car was around $280 and they are charging me $404 for other services.

This customer was refunded the full amount of rental.

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To Whom it May Concern,
 
WE have made several attempts to reach out to this customer as well as sending them a letter via fed ex asking them to call us or email us so that we can resolve.  To this date we have not  heard back from the customer.  After several attempts of trying to reach out with not response there is not much that we can do.  If customer is needing resolution to this we need to hear back from them, otherwise we consider it a closed caSe.
 
Thanks!
 

 
Please see the attached letter that was sent to the customer. 
 

1732 E Rental Car Way         
Phoenix, AZ 85034

 
October 20, 2015
 
Ms. Mor
3550 3rd Ave. #2E
San Diego, CA 92103
 
Dear Ms. Mor,
 
We received your letters, thank you for sharing your experience with us at our Phoenix Sky Harbor location. I have been calling you using the phone on your reservation 619-299-3019 but I have not been able to get in touch with you.  If you would like to discuss this further, please email me your contact information to [email protected] or call me at 602-481-4310.
 
 
 
Sincerely,
 
 
 
Janik de la Cruz

We are in receipt of a customer concern notification in regard to a damaged vehicle rented by Mr. [redacted]. It is our position that the vehicle was rented without pre-existing damage, but in the interest of customer service, we have decided to close our file. Mr. ** will be made aware of this decision and will also receive written documentation of our decision for his personal records.

Review: To whom it may concern:

Enclosed is a copy of the reservation for a rental car from [redacted]. Please not that the rate is $24.49 per day with no mileage charges. Also there is a charge product/services/

According to the reservation sheet the company was to pick me up at 4:30 PM. At 5 PM I called to find out what time they would pick me up. It was about 5:15 OM before they came.

By the time I paid an chose the car, I was given ten minutes' instruction on some of the features. I found it difficult to drive it home, which is only ten minutes away. I couldn't find the lights to turn them on ad it was after 6 PM. It was getting dark. ( I have been driving a stick shift [redacted] for twelve years (12) years).

As soon as I arrive home, I called the company. They were closed. On Saturday, the next day, I left Tucson at 7:30 AM to attend a religious convention in Casa Grande which is 1-1/2 hours from Tucson. I drove my own car even though it has an oil leak. I rented the [redacted] car because I was afraid to drive the [redacted] when it was leaking oil. I called the company at 1 PM during a lunch break. They were closed(see complaint online). **Desired Settlement: The reasons I feel I should not have to pay are:

1. [redacted] should have given me and all their customers their hours of operation. If I had known, I would have stopped along the way to casa Grande and called them so they could pick up the car parked in my driveway on Saturday.

2. The reservation shows the amount of $24.99 per day plus products and services. They are charging me $145.00.

3. If they had picked me up at 4:30 PM I would have been home before they closed at 5 PM. I w

Business

Response:

This customer was refunded the full amount of rental.

Review: My son reserved a Mid-size car, CAR Confirmation: [redacted] The total cost would be $56.09 with the following details: “The minimum rental age is 25 years old on most rentals. All drivers must have a major credit card and valid driver’s license in the driver’s name.” He is over 25 years old and had a valid driver’s license in his name. In addition, I reserved the car with my Bank of America Visa.

On 4/20/2015 when we arrived at the Alamo Rental Desk we presented to the counter agent a printout of the confirmation and my son’s driver’s license. I gave the agent my credit card. The agent stated that he couldn’t rent us a car because the driver’s license wasn’t in the same name as the credit card. We then asked to speak to the manager. Kelsie F[redacted], Station Manager, came to the counter. She repeated what the agent said. My son showed Kelsie a printout of the Car Reservation E-Mail that stated: “All drivers must have a major credit card and valid driver’s license in the driver’s name.” He also showed his driver’s license and my credit card. She again stated that the credit card and driver’s license needs to be in the same name. My son asked her where this is written. She indicated the Car Reservation E-Mail. My son showed her that as written it says that you need a major credit card and a valid driver’s license in the driver’s name. It did not say a major credit card in the driver’s name and a valid driver’s license in the driver’s name. We also explained the purpose of our trip was in order to see my other son, who is buried in Phoenix. She said that she would go talk to her manager. Kelsie went into a backroom and came out several minutes later. She said there was nothing she could do and could not rent us a car.

To rent another car we then had to take a cab from the Car Rental Center to a local Bank of America. The cab ride to the Bank of America Branch from the Car Rental Center cost $26.34 and the return trip cost $15.06.

When we were back at the Car Rental Center we went to Budget and rented a car. We left the Car Rental Center more than 4 hours after we landed in Phoenix and only managed to visit my son and run two errands. In addition, my son ended up taking his heart medication 4 hours late.

We expected a “hassle-free customer experience” from a “value-oriented … brand”; as is written on your website. What we got was a nightmare experience complete with a lack of empathy and poor customer service skills. [redacted]

It has been almost seven months since my first letter to Alamo Rent A Car Customer Service, more than five months since my second letter and almost three months since my third letter. We got one phone call from Janik d[redacted] at 602-481-4310. We don’t have long distance so I called Alamo toll free and was given the number to call Mr. d[redacted] at [redacted]. I called and left a message for Mr. d[redacted] on 10/28/2015 at 1:07 pm and on 11/5/2015 at 10:21 am. My son called and left messages for Mr. d[redacted] at [redacted] on 11/18/2015 at 2:36 pm and finally on 12/7/2015 at 11:11 am. We have never gotten the courtesy of a response. This shouldn’t be the actions of a family owned and operated business telling us to expect a “hassle-free customer experience.”Desired Settlement: My son and I didn’t get the trip we planned and prepaid for to visit my other son’s grave due to your poorly worded reservation and even worse customer service. We are asking for $13.84 for our car rental on 4/20/15; $41.40 for the cab rides to and from the bank; $69.93 for another car rental to finish what we didn’t finish on this trip and $981.93 for another flight for two to and from Phoenix. We are asking for a total of $1107.10.

Business

Response:

To Whom it May Concern, WE have made several attempts to reach out to this customer as well as sending them a letter via fed ex asking them to call us or email us so that we can resolve. To this date we have not heard back from the customer. After several attempts of trying to reach out with not response there is not much that we can do. If customer is needing resolution to this we need to hear back from them, otherwise we consider it a closed caSe. Thanks! [redacted] Please see the attached letter that was sent to the customer. [redacted] 1732 E Rental Car Way Phoenix, AZ 85034[redacted]

October 20, 2015 Ms. Mor 3550 3rd Ave. #2ESan Diego, CA 92103 Dear Ms. Mor, We received your letters, thank you for sharing your experience with us at our Phoenix Sky Harbor location. I have been calling you using the phone on your reservation 619-299-3019 but I have not been able to get in touch with you. If you would like to discuss this further, please email me your contact information to [email protected] or call me at 602-481-4310. Sincerely, Janik de la Cruz

Review: I returned my car at 2000 on a Friday night. I had inadvertantly left a 30 lb bag of dog food in the trunk of the car. I realized my error at about 2200 the same night, and immediately called them. I could not get a hold of anybody on the phone, so I left a message with my call back number. The next morning I went to agency at 0800. The people I spoke with told me that the car was rented out a half hour after I returned it, but the bag of food was nowhere to be found. They told me that it could possibly be in an office that tehy stored lost items in. The problem was that only one person had the key to that office, and he was not at work. Why does the on duty manager not have access to this office? What if it had been something important (medication) or expensive (jewelry)? Or what if something else was found, how would it get placed in this office? The on duty manager told me I had to contact the lost and found department and leave a message. So I did, and didn't receive a call back until Monday around noon. At that point the person told me that the food is nowhere to be found, and was possibly thrown away due to National's left behind food policy. My issue is that if they found an unopened 30 lb bag of dog food within 30 minutes of me dropping off the car, why didn't they call and tell me? They have all of my contact information. The shift manager not having access to the lost and found for "security purposes" is also ridiculous. If you can't trust your shift lead, then you need a new one. I understand that it is my fault for leaving the bag behind, but I don't feel that absolves the company of any subsequent responsibility in not making, or returning, a phone call, or checking their messages to see if someone was trying to fix his error. This operation had multiple single points of failure, and no one willing to provide service outside of their narrow scope. Somebody knows what happened to the food, but nobody seems to remember seeing it.Desired Settlement:

DesiredSettlementID: Replacement

Either $50 or a 30 lb bag of Taste of the Wild Pacific Salmon dog food.

Business

Response:

The lost and found issue happened at the [redacted] airport. I am located at the [redacted] airport. I have already made contact with Mr[redacted]. Please contact the [redacted] location at ###-###-#### and ask for lost and found. Thank you

Review: I recently rented a car with Alamo for a week in Phoenix for my father's funeral. I was given a rate of $169.39 for the week. I returned the car and then was given a different rate of $207.15, returning the car within the time alloted. Reservation number [redacted] Rates & Charges

1 Week(s) @169.39 $ 169.39

UNLIMITED MILEAGE INCLUDED

Maintenance Fee 0.61/day $ 3.05

Customer Facility Charge 6.00/day $ 30.00

Concession Recovery Fee 11.11pct (11.11%) $ 18.22

Stadium Surcharge (3.25%) $ 4.67

Vehicle License Surcharge 5 Pct (5.0%) $ 10.61

Trans Priv Tax (10.6%) $ 22.49

Total Savings - $ 8.47

Estimated Total: $249.96. This was the reservation online, following is the reciept:

Rates and Charges

TIME & DISTANCE: 1 WEEK @ 207.15

$ 207.15

NO CHARGE DISTANCE:

$ 0.00

DISCOUNT:

$ -10.36

CUSTOMER FACILITY CHARGE 6.00/DAY: 5 DAY @ 6.00

$ 30.00

MAINTENANCE FEE 0.61/DAY: 5 DAY @ 0.61

$ 3.05

CONCESSION RECOVERY FEE 11.11PCT:

$ 22.20

STADIUM SURCHARGE:

$ 6.03

VEHICLE LICENSE SURCHARGE 5 PCT:

$ 12.60

TRANS PRIV TAX:

$ 26.72

Total $297.39Desired Settlement: The company blatantly and with no explanation overcharged me by $47.43 I have contacted customer service, but no response

Business

Response:

Resolved this issue on 2/18 by fixing the rate and refunding him the $47.43. LVM for customer advising him of the fix and provided my direct line for further assistance. Michele P[redacted]Executive Assistant[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,