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| - We booked our car through CarRental.Com. We have book numerous rentals through them in the past with Thrifty, Dollar, Payless, Avis, Advantage, Avis, Fox and Enterprise. Each time we rented, we printed out the terms of the rental agreement as outlined on CarRental.Com to assure that we get the price we agreed on. Occasionally we had to show this agreement to correct any discrepancies.
For the first time, we decided on Economy which offered the best price. Having rented from Fox before, we understood and accepted the hassle of taking two different shuttles to an off-site to get the best rental price. When we arrived at Verve Rent A Car, we were a little nervous because we expected to see Economy.
We had a very nice and courteous Customer Service agent, Esmeralda, who carefully explained everything to us. She printed up our contract and my wife noticed that the balance was different from the agreement from CarRental.Com. We were charged an extra day's fee. I asked about it and showed our print-out to her and she went to ask her manager. Esmeralda explained to us that there is a discrepancy between CarRental.com and Verve regarding the Return Time Grace Policy. CarRental.com offered a (2) hour Grace period and Verve offered a (1) hour Grace period. I asked to speak with John the Manager, if he would honor the agreement and he said "No, because CarRental.com is a 3rd Party Company" and that we would have to take it up with them. My wife was upset and was insisting that they need to honor the agreement because the problem was communications between Verve and the 3rd Party and not us. John said there was nothing he could do, and he offered a ride back to the airport. 5 of us flew into Las Vegas to have a nice vacation and here we were faced with this insensitive "Take it, or Leave it" attitude of John, the manager. My wife explained that it was too late to look for another car rental company after arguing the situation for an hour but John remained firmed.
We were then told that my Credit Card was to be charged immediately with a $300 fee in advance for a Hold or Security Deposit. The net Balance will be refunded within 3 days after returning the car. This is the first time any car rental company charged us in advance. Most companies have the CCD as a hold and the rental fees not charged until car is returned.
Verve would have free use of my $300 No-Interest Loan for over a week.
We were finally charged $20 more than we expected to pay with our printed CarRental.com agreement. An extra day's fee for less than hour and a half passed our 3 Day rental. Not a big deal, but certainly it felt "deceptive" and much like a "Bait and Switch Scam" without an acceptable explanation.
With the exception of the Manager's "bad" customer service because of his inability or unwillingness to adjust out rates, I am happy to say that this experience did not completely ruin our vacation. The restaurants and casinos we visited understood the importance that customers have a choice which business we choose to give our business to. The difference between a good business and a bad one is price, customer service and best value.
Verve strikes out on all three. Never Again!
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