Is this wrong? Bait and Switch with NYC Car Rental Agency

[frndshpcptn]

For my 30th birthday this week, I recently went on Image Rent a Car's website to reserve a car rental for this week.

The online form asked customers to fill out place of pick up, place of drop off and dates needed. The site then displayed a list of avilable cars in the area. I chose the car I wanted to rent and I went through the system to make a reservation.

After I submitted my information I recieved an email from the company saying the car they offered me through the website was actually not available to rent in New York until mid-May. I wrote back and expressed my concern / confusion as the webiste specifically listed this car as a possibility in the New York area, based on the information I typed into the form.

The person who responded said that the website did not reflect the actual inventory of cars available in the New York area.

When I asked how we could rectify this, as I wanted the car they offered on the site, he suggested I rent it for a full two weeks and he more than quadrupled the quoted price. He also offered to rent me a non-comparable car that they did have in NY.

Is there anything I can do from here?

 

[OceanAnnie]

That's interesting! I do think it's a bait and switch! I had a very similar incident with a car rental. I wanted a van and was assured that's what I'd get. I show up and they wanted to give me a car! I was very pregnant and very hot! The representative told me he was sorry I was upset. I told him, I'm not upset yet. You'll know when I am. Let's work this out. So I asked him on the spot if the agency had reciprocity with other rental agencies. This was at an airport where other agency counters were located here and there. He said yes, and they made arrangements for the van I wanted. It worked quickly and I was happy in the end.

He did not offer to look into the reciprocity agreement. I had to ask. I would think this could apply in your instance too. It wouldn't hurt to inquire. Good luck! It brings back bad memories from my encounter.

 

[AprilShowers]

I would just cancell my reservation and tell them why. Then call around to other agencies who can give you the car you want.
Good luck!

 

[weregoingtodw]

In my experience, I have always been given an upgraded car if the original vehicle I'd reserved wasn't available. But then again, I usually get complimentary upgrades anyway! Gotta love National...

 

[JCJRSmith]

Having never heard of Image Rent A Car, I would cancel with them and rent from Hertz, Avis, National or some other well known company.

 

[northcapemaymom]

Didn't Jerry Seinfeld in one of the episodes have car rental problems? It was something to the fact of the "hold" being the most important part of the reservation. Anyone can "take" reservations, but the "hold" is what is vital. In the episode he takes a much cheaper car, tells the lady he wants the maximum insurance because he was going to beat the trash out of the car. But I digress....hope your car situation works out. They should upgrade you if what you want is not available. It's just good business. Good Luck and have a Happy Birthday!!

 

[JessicaR]

Management Override
In some cases when renting a car or a VAN, the customer might have needs or concerns regarding one or more of our policies. This is understandable. So, at IMAGE Rent-A-Car we are here to help. One of the Owners or Managers is always available to speak with you and if need be override or change a policy to meet your needs. Your satisfaction is our concern.

I would make a call for sure.
http://reservations.imagerentacar.com/policies/john-f-kennedy-jfk-airport/#2771

Image Rent-A-Car

391 Empire Blvd
Brooklyn NY
11225
Ph. 718.771.6666
Fax. 718.771.3368
Toll-Free. 1.888.718.0001

 

[frndshpcptn]

Thanks, everyone!

I called, and they claim all "sporty" cars are in FL for the winter season. The only cars they have up here right now are 4-door sedans or SUVs (I has selected a MUCH sportier car from thier list).

I registered a complaint to the Better Business Bureau and send an email to the corporate site - we will see if anything happens.

 

[JessicaR]

Thanks, everyone!

I called, and they claim all "sporty" cars are in FL for the winter season. The only cars they have up here right now are 4-door sedans or SUVs (I has selected a MUCH sportier car from thier list).

I registered a complaint to the Better Business Bureau and send an email to the corporate site - we will see if anything happens.

Did you actually book a car and give a CC as a guarantee? Do you have an agreement in writing? (or email). Just wondering if you booked and they accepted the reservation.

 

[frndshpcptn]

I booked a car, gave my driver's liscence number AND credit card information.

I also got an automatic email stating all of that was accepted.

 

[TLHB70]

We have never had to give a credit card number to hold a car reservation before........not as far as I remember anyway. It has been a while since we have rented a vehicle though.

 

[DrCavin]

Almost every car rental I have seen says, car shown may not be available at your rental pickup & they can substitue blah,blah,blah..

What if the person who rented the car before you damaged it, now the agency may not have inventory left to fill your reservation. Typically they will upgrade you if they don't have the car you booked.

IMO, I would cancel the reservation & try another agency.

 

[JessicaR]

I think the difference is this company is an exotic/specialty car rental service. Different rules apply.

Were you renting this one?

 

[frndshpcptn]

Pretty much that one - yup!

 

[Chicago526]

It's not good business practice, but I don't think it's bait and switch either. As far as I can tell, they were upfront in saying they didn't have the car you wanted available in the place you needed it, and offered something else instead. You didn't like the alternitive, so you canceled and weren't charged anything, right? At worst, they wasted a bit of your time.

Now, if you'd gotten all the way to NYC to pick up the car and THEN told you they didn't have it and offered you a Ford Taurus instead, THAT would be a huge issue, especially when talking about a high end specialty rental.

 

[frndshpcptn]

It's not good business practice, but I don't think it's bait and switch either. As far as I can tell, they were upfront in saying they didn't have the car you wanted available in the place you needed it, and offered something else instead. You didn't like the alternitive, so you canceled and weren't charged anything, right? At worst, they wasted a bit of your time.

Now, if you'd gotten all the way to NYC to pick up the car and THEN told you they didn't have it and offered you a Ford Taurus instead, THAT would be a huge issue, especially when talking about a high end specialty rental.

Actually, when I booked through the website they did confirm (via the website booking page) that they had the car I wanted. After I gave my credit card info, they emailed me to let me know that they NOW did not have that car and could substitue something less in its place.

No, they did not charge me for it as I canceled my reservation once I found out they did not have the requested vehicle. But you are right, I was angry that it was a waste of my time when they offered to rent cars that they didn't even have in the city at this time.

 

[Chicago526]

Actually, when I booked through the website they did confirm (via the website booking page) that they had the car I wanted. After I gave my credit card info, they emailed me to let me know that they NOW did not have that car and could substitue something less in its place.

No, they did not charge me for it as I canceled my reservation once I found out they did not have the requested vehicle. But you are right, I was angry that it was a waste of my time when they offered to rent cars that they didn't even have in the city at this time.

I meant upfront in that they contacted you right away that they didn't have it. At least they did that much, they could have left you hanging for weeks or worse, you wouldn't have found out until you got there. You're right that they either should have never shown it available, or never confirmed it when you gave your CC. Like I said, bad customer service rather than bait and switch.

I hope you find the car you want some other way!

 

[mickeyboat]

Actually, I think this is pretty standard with car rental agencies, and even other on-line booking agencies like hotels.com. I also think the company handled it as well as they could by emailing you as quickly as they did, and by refunding your money right away.

And really, you are disappointed, but not really any worse off than before you tried to rent.

Denae

 

[frndshpcptn]

Actually, I think this is pretty standard with car rental agencies, and even other on-line booking agencies like hotels.com. I also think the company handled it as well as they could by emailing you as quickly as they did, and by refunding your money right away.

And really, you are disappointed, but not really any worse off than before you tried to rent.

Denae

That's true! I was really annoyed then, but have gotten over it.

 

[CanadianGuy]

It's not bait and switch if :

a) they let you know well in advance of the scheduled pick-up date
b) they let you cancel with no penalty

Lastly, when you are renting such a high-priced, rare vehicle, it goes with territory that the numbers available for rent (even when they aren't in Florida) are small and therefore flexibility will be key.

I don't think that the BBB will expedite the arrival of cars from their annual 'winter trip to Florida'.

HOWEVER -- the really good news is that in New York, there are more exotic car rental companies than you can shake a stick at...

One such agency that I have some personal experience with is Gotham Dream Cars. I manage contests for a radio station and we've sent winners to drive Gotham vehicles in the past... they all raved about it.

Gotham Dream Cars offers a fairly rich selection of Ferraris and other exotic cars and they have a much nicer website than Image.

And ... this is odd.. but on one page of the Image website.. they actually tell you that the end leasing agent for the Ferrari's is Gotham Dream Cars. So this may be a case of the supplier (Gotham Dream Cars) keeps their most expensive inventory in Florida for the winter etc... and Image is just a broker for the end rental agency.

Regardless, I'd start calling around.. Google "New York City Exotic Car Rental" and you'll find a complete yellow pages listing!

Good luck and Happy Upcoming Birthday!

Knox


PS> And I'd make my very first call to Gotham Dream Cars : (Website below)
http://www.gothamdreamcars.com/new-york-city/exotic-car-rental.htm