Thanks to Alamo I just got a GREAT rate at National! UPDATE! JUST BACK 5/12

[Shelby5514]

Last night I cancelled one of two reservations I had at Alamo. When the conf. email came through it was for the WRONG reservation! ACK! I called Alamo to explain to them what happened and see if they could fix it. He asked for the # that was cancelled and the # that should have been cancelled. He then proceeded to tell me that to re-book the first one it was going to cost me $200 MORE! Uh, NOT! I told them that I would keep the one I still had. Wait a minute, he CANCELLED the 2nd one!!! I was furious! I asked for a supervisor and he told me the same thing, that to re-book it would be $200 more! I argued that I did not cancel the second one that THEY had and that I wanted that rate. He basically told me that he couldn't do anything but book a brand new reservation since I had cancelled online. Yes, maybe the first one but NOT the second one. This was the lovely conversation we had...

me: I would like to speak to your supervisor, please.

alamo: Ma'am, I am the supervisor.

me: And what is your name?

alamo: **** ********* (I had him spell it, sounded middle eastern and I could barely understand him.)

me: Well you can't seem to help me so I would like to speak to your supervisor, please.

alamo: Ma'am, I am the only supervisor.

me: So you mean to tell me that you have NOBODY that you report to?

alamo: Ma'am, once again I am the supervisor.

me (now getting really honked off): Well I don't think your name is Mr. Alamo, so I know you have a supervisor, and I would like to speak to him, would you please give me his name.

alamo (now shaken): Ma'am, I can not give you my supervisor's name.

me: Oh, so now you DO have a supervisor, well I would like to know his name please.

alamo: Ma'am I can not give you that, it is confidential information.

me: What hours does your supervisor work?

alamo: He works the same as me.

me: So is he in your building right now?

alamo: No ma'am he is not.

me: Well then I would like the phone number where he can be reached and when he will be in next.

alamo: Ma'am, I can not give you my supervisor's phone number.

This went on for awhile as I was trying to wear him down. In the end I did get the number for the customer service supervisor and plan on following up when we return from our trip. I ended up emailing alamo's customer service department and informing them of this supervisor and his lack of customer service. I'm curious to see what kind of response I get.

So I decide to look around and see what else I could find. Ended up at National (I know...same as alamo.) but I got a FANTASTIC rate. 6 days-Emerald Aisle-for $69.00! Guaranteed at least an Intermediate!


So HA!, alamo guy that I couldn't understand! I got a great rate anyway!
I'm still going to persue this as I feel something could have been done to re-instate at least the reservation that they cancelled without telling me. I also feel that it is unacceptable that this guy was unwilling to give me his supervisor's name. I hope they recorded the conversation...for training purposes...so they know how NOT to treat a customer!

Update 5/12... Just back, had a fab time! Emerald Aisle was wiped clean...not a single car. Lot attendant told us to pick a car and enjoy! We picked a gold HHR. Was an OK car, DH was upset he let the 300m go to someone else. Oh well! For $69.90/5 days we weren't going to complain!

 

[mommy*RN]

YOU GO GIRL!

Are you sure you didn't misdial and call the CIA though??? I didn't know there were special secret agents working for Alamo! Can't give you his supervisors name...YEESH!

I am glad it all worked out for you in the end ...but I would also be curious to see how the rest works out. Probably some discount coupons for Alamo or something...

Good luck and have a GREAT TRIP!

 

[kaytieeldr]

Now that's interesting... I did the same thing a couple of months ago. I had two reservations with Alamo - a compact at $117 and a mid-size at $133 - and decided a few days before my trip that I should cancel one. Well, I cancelled the wrong (cheaper) one by mistake. Now, it wasn't a huge deal, I was willing to pay the higher price for the larger car, but figured it couldn't hurt to try to correct my mistake.... I immediately called Alamo and was told there was nothing they could do. I agreed with the Customer Service Rep but still asked to speak to a supervisor, stating up front that I was sure they'd give me the same response but could I please be transferred anyway.
And here's where my experience differs from that of Shelby5514.... when I got to the supervisor, I went through the same, "I'm sure there's nothing you can do, but..." explanation. It took some time, and she had to involve the help desk and they had to get approval from the station manager (oops! I still owe him a pizza!) but because I still had an active reservation (Alamo DIDN'T treat me the way they treated Shelby!), they were able to transfer the information (size and rate) to my existing reservation.
But it gets better (fine, not as good as a $69 rental rate, but still... )
When I went outside (this was not in Orlando) to choose a car, there were no compacts left. The lot attendant told me to take "this one" - so I got an SUV for the compact rate

 

[Shelby5514]

Well we received a email from Alamo, they re-booked a car for us however it was still $40 more than the first! With a nice little note saying they hope that that was acceptable. While I'm impressed that they did SOMETHING to try and rectify the situation, I'm still keeping the National $69 ressie and I cancelled the new alamo one. Funny, they didn't even address the 'no supervisor' issue.


Gotta go pack!

 

[CarolA]

Alamo's idea of customer service is "we take your money and give you what we want" I once had a horrid experience at Atlanta with them. They NEVER gave me a car, but a month later bille ME for not showing... My corporate TA nearly killed the Alamo rep (this was before they were owned by the same company as National) and I have NEVER given them another dime....If National ever adopts the Alamo model, they are off my list to... I don't care HOW cheap they are...

 

[Shelby5514]

Just got a call from a real nice alamo rep named Susie wondering why we cancelled our new reservations...yes they re-instated BOTH of our cancelled reservations, this time for the exact price they were before. I told her I found a cheaper rate elsewhere! But it was nice that she called...Still no apology for the supervisor's lack of customer service.


CarolA~ Yeah, I too will definately shop around next time. Your absolutely right, there are other's out there to rent from.

 

[CarolMN]

I agree with CarolA. I will not rent from them no matter how cheap they are and if National decides to adopt their brand of Customer Service I'll be done with National, too.

The funny thing is that my bad experiences were so long ago that I can't even remember the details - but I do remember very clearly that I'm not ever giving them anymore business, LOL.

Best wishes -