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| - Tammy was the most unfriendly, unhelpful rep I've encountered from a car rental company. My husband and I stood around waiting at an empty Alamo desk with papers out while Tammy was at the connecting National desk with another customer. After several minutes, we leaned over to ask Tammy if she might know anything about the Alamo staff's whereabouts to which she replied curtly that she was also the Alamo rep and we needed to get in line behind her current customer. She couldn't have taken a few seconds to acknowledge us earlier to tell us that? We were only about 5 feet away and obviously looked confused but she didn't even try to be helpful. She was all smiles and small talk with the customer in front of us but changed her demeanor completely when it was our turn: stern and snappy was what we got instead. Based on how friendly Tammy was with the Caucasian girl in front of us, asking about her weekend plans and whatnot, so naturally I thought we were going to get treated the same way. We waited for about 10 minutes before it was our turn. Once we were up next, there was not a "thank you for waiting" or any kind of greeting in the least, she just coldly asked "last name?". Uhhhh she didn't even want to ask me if I had a reservation or not? So it was very clear she was treating us differently from the girl before us. Still, I tried smiling and politely answered her questions. She tried to force us to take Alamo's coverage by presenting it as mandatory. This wasn't even close to our first time renting a car though, so we knew we didn't have to take it. (Our credit card coverage is sufficient for what we need.) When we declined, she shot us a really cold 5-second-long stare and then started interrogating us about our insurance, deductible, and other things she didn't need to know at all. I couldn't remember my deductible and she actually, I kid you not, yelled at me for not knowing it. The whole time she acted like we had done something grievously wrong or stupid. When she finally decided to release our papers to us, there was no goodbye or thank you or have a good day. Hardly any eye contact. Thanks for the Southern hospitality, Tammy! We mentioned our frustration to another rep at the lot and he was surprised; he said Tammy wasn't usually like that but he only said it half-heartedly. The shuttle driver also said she's typically friendly. I, myself, am a very friendly person and there was nothing I could have possibly said to warrant the attitude we got from Tammy. The only difference I can figure is that we might not look like her typical customer--maybe she saw us and decided there was no way she'd put a couple of Asians behind the wheel without full coverage. My husband and I don't expect much when it comes to friendly service (we live in Los Angeles, not the friendliest people), but most service reps are AT LEAST cordial and helpful even if they don't have warm and inviting personalities. I really liked everyone else who helped us Alamo, so I hope our experience was an isolated one and not representative of their entire company. In any case, all I know is I got a bad experience with hostile customer service, and won't be going with Alamo or National next time I'm in Charlotte. (And oh yeah, I was born and raised in Charlotte so it was very disappointing to encounter this kind of racist behavior in my hometown. Yes, racism does not have to be blatant or intentional for it to be racist.)
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