The Emerald Aisle is MARKETED to business travelers. It should not be a dumping ground for "cars we can't get rid of ANY place else". The Executive Aisle is suppose to be a reward for good customers not "well no one will take this gas drinker, pass it off" The customers YOUR employer markets this to want CARS! Not TANKS! LOL! I was not the only complaining customer, and even you have said you are getting complaints.
This is how you wan to treat your best customers? REALLY? (And lucklily I had already written my email before I saw this response. AKA as "we don't care what our best customers feel about how we do business in Orlando . Otherwise it would have been included. Something you might think about in the future as you hold yourself out as a "represenative" ) I was not asking for an unwarranted upgrade, but to have the aisle FULL of only SUVs and Mini vans says to me "it's not about service it's about "pass the trash" I have NEVER seen that at ANY other location and I rent from National ALL over the country!
And since you want to quote the Terms and Conditions
For Executive it says the following:
"Executive and Executive Elite status:
Rent your way to even more rewards and recognition.
Emerald Club Executive® status is yours with 12 paid rentals or 40 paid rental days in a calendar year. You'll enjoy all the benefits of Emerald Club® membership plus a higher level of privileges, including:
Choice of Fullsize or better cars from our exclusive Executive area."
So where were the Fullsize cars? This says to me that I should have had at least ONE fullsize car LOL!
Again, Vans and SUVs are not trash!!! I would ask that you stop putting "words into my mouth", I never wrote anything that said
we don't care what our best customers feel about how we do business in Orlando
or anything close. What I did was include a direct quote from the EC website. How you came up with that comment is well beyond me. You know perfectly well you could have walked no more than 10' and selected a car from the full size row or you could have spoken to someone (as you ultimately did) and they would have found you a car. I spent a good part of Monday getting people cars or escorting them over to Alamo for them to select a car, that is what we do, they understood that we were in a very heavy rental time and appreciated the help. Yes, people have complained, but, as I stated before that was primarily Alamo and it was not all that many. People complain if the color they want is not available, they complain if the weather is too hot, too cold, the walk was too long from baggage, that the compacts are too small or all they have is Impalas and Altimas in the full size row.
We have been extreamly busy and have had to put what we have a surplus of in various rows. It is NOT junk, people don't want to pay for more than a compact, midsize or fullsize car, and most people appreciate the upgrade. Orlando is unique in the fact that many vacationers use National and are EC members, since it is free. We try to keep both aisles well stocked, but, when demand exceeds supply, we do what we have to do and rush around like ferrets to cater to our customers who are not happy with what they see. It is our job and most of us do it quite well.
You can include anything I have written in any communication you have with my employer. I have not insulted you or given the impression that we don't care for our customers. I spend a lot of time here trying to help people which is something I enjoy. The fact that I do represent my company is what holds me back, all to often, from really letting people know how I feel about people with an entitlement attitude. Holds me back on a daily basis when EE's treat employees like dirt, complain to employees who have absolutely no control over policy and do not understand supply and demand.
The high spots, which (thankfully) are many, are when customers actually appreciate the going 110% for them and see that they are very very important to us, EC, EE or just regular renters.