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| - My experience with this company was mixed practically right off the bat. I first met a driver, named Tyrone, who was very friendly and helpful getting my daughter and I from the airport to the rental center with friendly, upbeat conversation. Then the gentleman at the counter wasn't nearly as cordial. I stood there and waited, and waited, while he took quite a long time going back and forth with the gentleman(customer), who cut in front of me, returning his car. Finally it was my turn and I came to the counter. Immediately my original rental, of a compact car & car seat, for $144 jumped to $325 with their "young renter fee" and taxes. At about 12:30 AM with further driving to do and an unhappy baby I just signed and thought I'd be getting into a car promptly... Not the case. They did not have the right sized car seat in stock and I had to wait while they went to another rental company to borrow one. In the mean time the driver that came on after Tyrone, I wish I had gotten his name, came to help me pick a car since they had apparently run out of the compact sized. He pulled the car we had picked up to the building for me and then got out and said "You know, I don't want you to take this car since the tire light is on, I wouldn't feel right about that" which I appreciated. He went and got me a different car and again, brought it over for me while I waited for them to find me a proper car seat. Finally, they came over with one, one of those $40 rear or front facing Cosco from Walmart, and the gentleman(driver) helped me load my stuff into the car. Then the other gentleman, from the counter, came out and told the driver "You need to go, there are people waiting at the airport" to which he replied "Then you need to finish helping her." The gentleman from the counter reluctantly came to my aid and put the seat in the car. Finally I got my daughter in, myself in, and went on my venture. Two days later I returned the car. I pulled up, the gentleman in the lane helped me get my baggage out and brought it to the shuttle area for me. He was kind and helpful. I flew home and checked my statement on my card yesterday. I was being charged an additional $81.90. The first person I spoke to at their (888) 826-6893 really couldn't tell me what it was for. I decided to call back a few hours later and spoke to a woman named Amy in their customer call center. This lady was VERY UNPLEASANT. She put me on hold for about 15 minutes while she attempted to call their Charlotte location. When she got back on the phone she proceeded to tell me that it was my job to call the location and figure out what happened. Also that I may or may not get a call back from their company in regards to charging me an additional $81.90. The way in which she spoke to me, hit a nerve. In my opinion, and I could be wrong, when a customer calls and you are unable to help them you do not escalate the situation by being a rude, condescending wench, you see if a manager would be able to assist them. I ended up hanging up. About an hour later I called back and of course, Amy was the one to answer. I simply asked to be transferred directly to the Charlotte branch and without many words she patched me through. I spoke to a gentleman there who asked me to call back during business hours, when their billing department would be open. That was totally reasonable and he gave me the number to their direct location. In less than 10 minutes on the phone with their location's manager, Angie, I was given a refund for the charge. All she had to do was speak to the gentleman who had checked the car in and was able to grant me my refund.
All in all, this experience was very mixed for me. Angie, Tyrone and his fellow driver were all very kind and helpful. Amy in the Alamo customer call center was a rude person that I would happily never exchange words with again.
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