Ever show up and they didn't have a car for you?

[LaurenT]

I have worked for two rental car companies and all of them overbook vehicles because a lot of times no one shows up for them.
No it is not right for them to take ressies for vehicles they don't have.

But PLEASE don't take it out on the people behind the counter. They are not the ones who make all the ressies. They also cannot call the car dealers and make a van for you.

It is what it is...especially when dealing with vans. Its hard to get an upgrade to people who need more than 6 seats.
Upgrade them to a bus?

Lylone, I understand it's not the fault f the agent behind the counter, but that is the person that the company assigned to take care of me.
I can't drive a bus, so even if they could do that, it would not work.
So, if I show up for a 1 week vacation with a family of six and my reservation is not being honored, it is not ok to just say it is what it is. Am I supposed to just get on the plane and go home? The only person I have to complain to is the agent. In my opinion, that company needs to do whatever they have to in order to make it right, and I don't care if that means paying top dollar to another company to have them provide me with the minivan I need.
I would not make a scene, but I would certainly not leave that counter until I had transportation for my family.

 

[gmeh1]

This one.

But how are you calling the PT Cruiser and the HHR boxy. They are pretty curvy.

Yep, the Element, I love Hondas, but whoever designed that horror show should be slapped to sleep.
They look like a box on wheels to me and you are right, they do have curves, but still boxy or, maybe stubby would be better.

 

[gmeh1]

It does not always go smoothly however. We had a premium size SUV booked at Alamo years ago. At the time we booked it, it said it seated 7, room for several large bags, small bags, etc. We used to get a minivan, but for 6 adults (well, 2 and 4 teens) and a wheelchair, it looked good, plus we had a great price. We got there, and they did NOT want to give us the vehicle. They stalled, said they had to get it from another lot, etc. It was 95 plus degrees, my handicapped son was melting, and we argued and argued. They HAD a few sitting there, but said no, those were not available. They wanted to give us a standard SUV, it seated less, was smaller. WE said, if you don't have one, you have to give us a bigger better vehicle. They said the small print on the rental says "or comparable". Some of the employees told us we were RIGHT, but the supervisor said no. I am not joking, this went on for over an hour, with us telling other customers in the garage how were were being ripped off, etc. Frankly, it was especially shocking with my handicapped son sitting there, not that we are better than anyone else, but really it was bad.

We finally got another supervisor, just coming on shift. He gave us the large Toyota Sienna, it had the deep well in the back, and seated 8 I think.

It was a rough experience, and I think it was because we had such a low rate, Costco, we are members, nothing shady, but they only had a few of the big SUVs, and they wanted to use them to upsell other customers for lots more $$. I HAVE used Alamo since, price trumps my hurt feelings.....

Years ago Alamo and National were not owned by Enterprise Holdings, Inc. Things have changed BIG time and I am delighted that you have used Alamo since that horrible experience. Our goal is to completely satisfy customers 110% of the time. Not always possible (people are people), but we do try our darndest with every single customer.

 

[gmeh1]

Lylone, I understand it's not the fault f the agent behind the counter, but that is the person that the company assigned to take care of me.
I can't drive a bus, so even if they could do that, it would not work.
So, if I show up for a 1 week vacation with a family of six and my reservation is not being honored, it is not ok to just say it is what it is. Am I supposed to just get on the plane and go home? The only person I have to complain to is the agent. In my opinion, that company needs to do whatever they have to in order to make it right, and I don't care if that means paying top dollar to another company to have them provide me with the minivan I need.
I would not make a scene, but I would certainly not leave that counter until I had transportation for my family.

No the agent is NOT the only person to complain to, ask for a supervisor or manager.

 

[seashoreCM]

It does not always go smoothly however. We had a premium size SUV booked at Alamo years ago. At the time we booked it, it said it seated 7, room for several large bags, small bags, etc. We used to get a minivan, but for 6 adults (well, 2 and 4 teens) and a wheelchair, it looked good, plus we had a great price. We got there, and they did NOT want to give us the vehicle. They stalled, said they had to get it from another lot, etc. It was 95 plus degrees, my handicapped son was melting, and we argued and argued. They HAD a few sitting there, but said no, those were not available. They wanted to give us a standard SUV, it seated less, was smaller. WE said, if you don't have one, you have to give us a bigger better vehicle. They said the small print on the rental says "or comparable". Some of the employees told us we were RIGHT, but the supervisor said no. I am not joking, this went on for over an hour, with us telling other customers in the garage how were were being ripped off, etc. Frankly, it was especially shocking with my handicapped son sitting there, not that we are better than anyone else, but really it was bad.

We finally got another supervisor, just coming on shift. He gave us the large Toyota Sienna, it had the deep well in the back, and seated 8 I think.

It was a rough experience, and I think it was because we had such a low rate, Costco, we are members, nothing shady, but they only had a few of the big SUVs, and they wanted to use them to upsell other customers for lots more $$. I HAVE used Alamo since, price trumps my hurt feelings.....

This is an example of a game of chicken.
Also a good example of a time to try calling the rental company parent headquarters.

Written complaints would be in order. What would Costco have to say?

 

[gmeh1]

This is an example of a game of chicken.
Also a good example of a time to try calling the rental company parent headquarters.

Written complaints would be in order. What would Costco have to say?

What do you think the parent company headquarters can do? They cannot get a car out of thin air. They hire local managers to handle these situations, ask for one.