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| - The customer service was HORRENDOUS.
Our flight was delayed every half hour for 3 hours. I texted them every time we were delayed and they had our itinerary, so it was obvious that we were going to land after 5pm, which they consider after-hours. They never mentioned anything about extra fees during all our communication, so imagine my surprise when they surprised us with $60 in after-hour and waiting fees. I was already a little shaken because his wife had called me while we were standing in the rental car line, rudely telling me to hurry up, get my stuff and relieve her driver (her husband) because he didn't want to wait any longer. (I found out later they just wanted to go Christmas shopping.)
When I called and asked why they had not given me a heads up so we could have avoided the fees, they told me that I should have read their terms & conditions on their website. Then he sarcastically said he was sorry that his service was not up to my standards, and spiraled into a tirade about how customer service was dead, that I was never going to find anyone better than them, and that I should be grateful because they bought a new car seat for my order. On and on he badgered me with guilt about what we cost him due to our flight delay until I hung up on him, completely shaken and crying. And that was the start of our vacation.
(By the way, he also said he didn't care if I left a review because no one reads reviews and they're all made up anyway . Shall we show them differently, Yelp-ers?)
It makes me sad because had they simply sincerely apologized and offered a compromise, I would have walked away happy. Instead, he ended up throwing a $20 reimbursement at me at the end of our argument to get rid of me.
I rented $90 worth of baby equipment and ended up paying $170 with a whole lot of headaches. Be warned - go with a different rental company or get ready for a fight if anything should go wrong!!
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