Ochs Rent A Car Reviews (%countItem)
Ochs Rent A Car Rating
Address: 879 N Kingshighway St, Cape Girardeau, Missouri, United States, 63701-4315
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Address: 879 N Kingshighway St, Cape Girardeau, Missouri, United States, 63701-4315
Phone: |
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Add contact information for Ochs Rent A Car
Called for a rental due to mechanical issues with my car. Called the Farmington number, which rang in Cape Girardeau. They have offices in several cities and told me that regardless of the number you call you have no idea to which office the call will be direted. Having had an issue with another rental last week, I specifically told them I needed the car in Farmington. They booked the reservation for a small car and they asked for a $40 reservation fee. I went to the rental office and they did not have the reservation or a car of the kind they were to have had reserved. That was when they told me the car was in Cape Girardeau, not Farmington. The Farmington office had a car that was to be returned this afternoon (11/16) so they checked to see if it was going to be returned. Meanwhile, I get a call that my car is repaired. When I called OCHS to tell them I didn't need the rental, I was told that because I had made a reservation, I had to still pay the $40! FOR WHAT??? I called the Area Manager in Cape who has never learned what customer service is, and at one point, in frustration, I asked "Do you ever shut up long enough to listen to a client?" When he continued his rant, I hung up.
There is no way they should be allowed to charge anything when the reservation was wrong, they made it wrong and they did not have a car available until after I called to cancel. I feel this small, privately owned company is making a disproportionate amount of its income from these $40 reservation fees.
My name is ***, Area Manager for Ochs Rent A Car LLC, I appreciate you reaching out to us regarding your experience with Ochs Rent A Car at our *** MO location. We strive to provide the best customer experience possible. After reading the complaint I looked back on phone recordings and store cameras to help me get a better understanding of the situation that happened. When *** called into inquire about a rental, she called the number that only goes to the *** store. The rental agent was quoting pricing and availability that was at their store. When the agent asked for the customers address, she noticed that her address was a *** Address and asked *** if she would like to be transferred to the *** location since she is speaking with a different store. *** declined being transferred and the reservation was made for the *** MO location. *** was notified at the time of making the reservation that there would be a $40 reservation fee to make a reservation. *** showed up to the *** location and at that time the store manager there told her that the reservation was made at another location and they didn’t have that size car there. The customer and the store manager worked out a deal that another car was going to return in a couple hours and *** agreed that she would take that car instead and the *** location would pick her up. When the *** store was going to pick the car up for ***, she called to cancel the reservation. At that time, she was notified that if she cancels then she will lose the $40 reservation fee as our company policy clearly states. The reason for the $40 fee is to hold a car for a customer and even though *** made the reservation for a different location we were still working on getting her a car that she agreed to. We hold cars for customers, so we don’t overbook reservations. So, when someone cancels a reservation, we must keep the $40 because we must turn others away since the car that we are using for *** is spoken for. The issue she had with another rental car the past week was from a different company and doesn’t pertain to ours. If *** didn’t agree to taking a car that was coming in later, we might have been able to work around the Cancelation fee but because she still agreed to take the car and that is why she was charged the $40 fee as our company policy states.
Thank You