| rev:text
| - Horrible experience from start to finish, surprisingly it was the management that provided the worst customer service, confirming the reason behind negative experience at that location.
I really hope this will get to the right person since this issue not only makes me upset but very frustrated and I feel lied to and taken advantage of.
I made a reservation at the downtown location via Kayak (not realizing that its downtown, thinking it was the airport, the website said TORONTO), where your company stated that 7 pm reservation is totally okay.
I traveled flew with my kids from NYC to Toronto and was suppose to land as early as 3 pm, however, due to the snow storm and constant delays, the flight was late and we landed at 4:45 pm. I did call Customer Service at National (mind you spent an hour holding due to holidays season busy phone lines) and informed that I'm being late and they assured me that there is no need to do anything the vehicle will be held for me for 24 hours.
Then, my luggage was lost, thus I got even more delayed, however, when I got to the National Car Rental counter at the airport thinking that the car is there, the representative was not only helpful, but very rude, trying to change my reservation for the next day and charge me 1.5 times more, when the representative on the phone clearly said that its not an issue and told me that there is no point of going Downtown because that location closes at 7 pm and he doesn't understand why somebody would allow me to book a vehicle at such time.
When you see that the store closes at 9 o'clock, do you tell someone to go there at 9 or do you tell them to be there at least 30 minutes in advance? BTW the phone line at the location wasn't ringing.
Next day, at 7 am, I was at the downtown location trying to pick my vehicle, and they give me a mid-size, which I found was unsafe to drive on winter road back to NYC. So I upgraded to the SUV, they gave me Jeep with all season pretty much-gone tires. HOW IS THIS EVEN okay, to have such vehicles in the fleet.
Nevertheless, after going back and force, I asked for a different SUV and was ready to take the uncleaned vehicle, just to leave the location, since it was my Daughters Birthday after all.
I had this SUV for 10 days and then Drove to NYC, the quality of the tires is horrible, it was shaking on the road, one of the worst vehicles I've driven, dropped off the car at the Laguardia location, and just told the story to one of the reps there, luckily enough he directed me to his manager that they would be able to process the refund for all the troubles that I went through.
Well, even though I wasn't looking for a refund and was just clearly expressing my negative experience, I was very happy to hear that something is being done about my issue and to make up for the troubles, I was very pleased. TOO SOON.
Three - four days later, I looked at my statement to see that the amount wasn't returned. Nothing was done. Called the location in Laguardia, and was told to speak to the location in Toronto. Called the location in Toronto, and they knew nothing about Laguardia location returning the money and Toronto Manager, refused to even listen to the issue, he said that at the end of the day I did take the car and did drive it.. done and done.
MY QUESTION IS THIS.
HOW DOES YOUR MANAGER OFFER TO REFUND THE MONEY, WHITHOUGH HAVING SUCH AUTHORIZATION????
HOW DOES THE SECOND MANAGER HAS THE RIGHT TO REFUSE WHAT THE FIRST MANAGER OFFERED?
IF YOU ARE NOT HAPPY WITH THE FOOD YOU CAN ALWAYS RETURN THE PRODUCT FOR REFUND.
IF YOU ARE NOT HAPPY WITH YOUR DINNER YOU CAN ALWAYS RETURN IT AND GET SOMETHING ELSE OR REFUND
IF YOU ARE NOT HAPPY WITH YOUR TV OR COMPUTER YOU CAN RETURN
YOU CAN GET AN EXCHANGE OR REFUND ON CLOTHE
EVEN ON AIRLINE TICKETS OR HOTEL BOOKINGS YOU HAVE SUCH OPTIONS
WHY DO I NOT HAVE THE SAME OPTIONS ON RENTAL CARS?????
IM NOT HAPPY WITH THE CAR
I'M NOT HAPPY WIHT THE CUSTOMER SERVICE THAT I RECEIVED
I'M RENTING A VEHICLE NOT BECAUSE I CAN'T AFFORD MY OWN BUT BECAUSE ITS MY PREFERENCE, SO HOW DO I NOT HAVE A SAY IN WHAT AND HOW I GET ???
I know that Alamo and National and Enterprise is a part of Enterprise holdings... so yesterday I drove another vehicle from Toronto To NYC (ALAMO)
And guess what. THE HUB BEARING WAS INCREDIBLE LOUD !!!!! ALIGHNEMNT COMPLETELY OFF!!! the SUV had only 34000km and even if thats enough for the rental car, why doesn't it get checked before it gets rented out. I"m not driving in the city, this is not just from A to B 4 miles from each other..... I rent vehicles on long distances, drive with two little kids, and want to feel safe!!!
I also want to be able to express my concerns to someone, I want my concern to be looked at and actually dealt with, I want to be able to pay for the product/service that I like and if I don't like it I want to be compensated and have OPTIONS!!!!
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