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| - Okay...I'm giving Advantage 2 stars because the manager actually called me back and apologized after a very tense call. I'm not giving them more, because my experience was absolutely the most stressful event of my trip, and my worst experience EVER with a car company.
First I have to clarify that this review is for the the Sky Harbor Advantage, but my experience with call center staff was not much better.
To sum up a very long story. Like most companies, check in is long and they do try to up-sale. Ignoring this I finally got a car. Not the best, but what can you expect for an economy car. My stay in PHX was extended last minute so I called to extend. The customer service person on the phone said "no Problem, but you'll have to exchange the car because it needs a 30,000 mile check up" I asked the rate for the extended days. She assured me it would stay the same, so I made no complaint about making the drive back to the airport 30 minutes each way, not including gas. I got a new car that smelled like smoke and was a bit more run down. No real problem. When my stay was again extended, I called to see if I could extend again. I was told that my rate had already changed to a weekly rate that was DOUBLE what they said they'd charge me. When I was transferred to talk to a manager at the PHX station, they repeated that I had never extended my contract, despite my card being authorized for the extended days at the original date, that I had in fact exchanged a car two hours before the old one was due, and I had obviously CALLED to extend the car at which time I was told I needed to exchange it..."Why would I drive all the way to the airport, exchange the car for two hours, only to skip out on returning it? He could only say "people do strange things." I was told that I'd have to assume the charges because he couldn't explain what he was seeing and as I understood it, the customer is assumed guilty until proven correct. I booked another car with another company and tried to return the car that evening. I almost missed a very important appointment, then the manager called back to apologize and said he'd comp two days fee ($20.00) for the problem. I was dumbfounded and really appreciative that he'd call and actually apologize after our heated discussion. So instead of paying more for a car at a new place, I asked if he'd do a new contact for my final two days. I returned to the airport AGAIN....I got a decent deal, but not an extended rate (didn't expect this), but he did upgrade my car. Bonus. The rest of the story is even worse, but that's because my key disappeared the next day. This was not there fault, but I had very little help from them. I had to tow the car all the way back to the airport (135.00 ) as they did not hold duplicate keys and one was not in the car...were they said they keep spares. Mind you this is a new car. I'm sure there was more than one key. Luckily I had minimum insurance which covered the key. This didn't stop them from advising me that I'd be contacted by corporate to pay for the keys!! The service rep said he thought they were covered, but his manager said they weren't. Then he told me "don't worry unless they contact you). My mouth dropped, and I could't help but laugh!! I'll never use this company again. I really commend the manager's efforts, but I just won't take the risk. I'm convinced the universe was telling me something!! From the reviews I've now seen here, it looks like I'm not the only one.
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