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| - So this weekend I had the most terrible experience with your company. I'm a Silver member and have been renting vehicle for the past two years in a regular basis. I only use the location in Tempe, AZ at 1131 w Broadway. I normally rent on the weekends I get my 5 year old daughter so we can plan day trips our activities. Because of the cost are times, it's once every other month or so. My last rental was in January for her bday weekend. In January I shattered my left ankle requiring surgery and 10 weeks of non weight bearing healing. This past week I got permission from doctor to start walking on it. So of course I planned activities this weekend with my daughter. I made my reservation for this past weekend (May 13th, 10 am), me and my daughter took a $6 lyft ride to the office.
This is when the nightmare begins. I arrived at the location at 9:40 for my appointment. I was greeted by a young lady D. Amanda Carreon, she asked if I had a reservation and my id. I told her yes and gave her my license. Now I don't have a credit card, I use my debit card which requires that I pay a deposit which applies to my rental charge. I gave her a copy of my rental insurance showing my address, she declined it. She stated I needed utilities statement, but would take proof if I could show it online. I pulled up my Srp account, showing my address, but because it's on the M power type of account, which allows you to control your electricity usage, so you don't get a regular bill but it does show your payments. She declined that because it's not a regular account. I showed her my Cox statement but it had a past due balance of 76.00, which is paid by my company. She declined that as proof. I offered to pay that balance but she said it wouldn't matter because I couldn't show her a statement that didn't show a past due. I offered to show my bank statement with my address, she declined that and said I couldn't provide other proof.
I explained to her that I've rented from this location for 2 years and never had any problems like I was experiencing, she showed no concern. I told her that I took a lyft here with the understanding of renting a vehicle with my daughter. She handed me my id and started to assist the next customer.
I asked for her name and the name of the manager, and his or her manager, she gave me the name of Alaina Harris, which I will be contacting today.
In this day and age of PR nightmares and customer service horrible experiences, you would think that companies would stress to their managers to make positive interactions with customers a priority. Especially clients that have been faithful to the company and brand.
I guess 2 years of renting from the same location, silver membership and my daughter excitement meant nothing to this company.
I'll wait to see if someone will reach out to me.
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