Dollar Rent A Car - Rental Service

Posted on Friday, August 8th, 2014 at 10:00am CDT by Alexis Z.

Product: Car Rental

Company: Dollar Rent A Car

Location: 23520 E 78 AVE DENVER, CO UNITED STATES 80207
DENVER, CO, 80207, US

URL: www.dollar.com

Category: Cars, Motorcycles, Boats, Vehicles

My Grandfather used Dollar Rent A Car in Denver, Colorado in June of 2014 and unfortunately had terrible service. Below is the email he sent to the company to tell them of his experience, and then their response to his email.

TO WHOM IT MAY CONCERN, ON JUNE 14TH OF THIS YEAR MY WIFE AND I

FLEW TO DENVER TO VISIT RELATIVES. WE HAD ALREADY RESERVED A RENTAL CAR

AT DOLLAR RENTAL THROUGH A TRAVEL AGENCY. UPON OUR ARRIVAL AT THE

AIRPORT WE TOOK A DOLLAR SHUTTLE BUS TO THE RENTAL LOCATION. WHEN WE

ARRIVED, WE NOTICED A VERY LONG LINE. THIS WAS NOT UNUSUAL AND THERE

WERE ABOUT THREE OR FOUR CLERKS WORKING THE COUNTER. BUT WHAT WAS

UNUSUAL WAS THE SPEED AT WHICH WE WERE BEING PROCESSED. WHILE I WAS

STANDING IN LINE I BEGIN TO NOTICE A NUMBER OF THINGS. FIRST, THE CLERKS

DID NOT SEEM TO BE IN ANY HURRY TO HELP ANYONE. THEY WOULD HELP SOMEONE

AND THEN BEGIN TO WALK AROUND AND TALK FOR AWHILE BEFORE THEY WOULD CALL

THE NEXT PERSON IN LINE. THEN EVERY SO OFTEN A YOUNG MAN IN A WHITE

SHIRT AND TIE WOULD COME IN AND HAND THE YOUNG LADIES SOMETHING AND

WHISPER SOMETHING TO THEM. I DID NOT THINK TOO MUCH ABOUT IT AT THE

TIME, BUT AS I GOT CLOSER TO THE END OF THE LINE I NOTICED SOMETHING

ELSE. THERE WERE PEOPLE GETTING UPSET AT THE COUNTER. SOME WOULD STOMP

OFF AND GRAB THEIR BAG AND BEGIN WALKING ACROSS THE PARKING LOT TOWARD

ANOTHER RENTAL CAR COMPANY. WHILE OTHERS FINISHED THEIR PROCESS AND WERE

LINING UP OUTSIDE ON THE RIGHT SIDE OF THE BUILDING. BECOMING CONCERNED

I ASK SOMEONE IN LINE WHAT WAS GOING ON. THEY SAID THE PEOPLE GOING

OUTSIDE WERE WAITING ON THEIR CAR AND THEY WERE TOLD BY THE CLERKS THAT

IT WOULD BE OVER AN HOUR WAIT. AT THIS POINT I HAD BEEN LINE FOR

APPROXIMATELY 40 MINUTES WHILE MY WIFE WAS SETTING IN FRONT OF THE

BUILDING WITH OUR BAGS OUTSIDE IN THE HEAT. WHEN I APPROACHED THE

COUNTER THE LADY SAID THAT MY CAR WAS NOT READY. I ASKED WHAT THE

PROBLEM WAS. SHE SAID THAT THEY DIDN'T HAVE ENOUGH PEOPLE TO PROCESS THE

CARS AS THEY CAME IN. JUST THEN THE YOUNG MAN IN THE WHITE SHIRT AND

TIE CAME IN AND HANDED HER A KEY FOB. THIS WAS STRANGE FOR TWO REASONS.

FIRST, I'M THINKING WHY IS HE GIVING IT TO HER WHEN THE PEOPLE WAITING

FOR THEIR CARS WERE STILL LINED UP OUT ON THE RIGHT SIDE OF THE

BUILDING. THEN IT DAWNED ON ME. HE IS BEEN BRINGING THESE CARS AROUND

THE LEFT SIDE OF THE BUILDING AND GIVING THE FOBS TO THE CLERKS. SO HERE

COMES THE SCAM! IMMEDIATELY THE CLERK SAYS TO ME THEY JUST BROUGHT IN A

CAR BUT IT IS AN UPGRADE FROM WHAT YOU ORDERED. AT FIRST I THOUGHT GREAT

THAT MUST MEAN THEY HAD A BREAKTHROUGH IN PROCESSING THE CARS AND THEY

WERE GOING TO GIVE ME A UPGRADE. BUT WHAT SHE SAID WAS IT WAS GOING TO

COST ME AN EXTRA 100 DOLLARS A DAY. I SAID WAIT A MINUTE YOU ARE

SUPPOSED TO HONOR THE RESERVATION I HAVE. SHE SAID I CAN HONOR THE

RESERVATION BUT YOU WILL HAVE TO WAIT AN HOUR AND A HALF TO GET IT OR

TAKE THIS ONE. NOW I SEE WHAT WAS HAPPENING WITH ALL THE PEOPLE WHO WERE

GETTING UPSET AND WALKING AWAY AND THOSE WHO WERE RELUCTANTLY ACCEPTING

THE EXPLANATION AND GOING OUT TO THE RIGHT SIDE OF THE BUILDING TO WAIT

FOR THEIR CAR FOR WHO KNOWS HOW LONG. NEITHER ONE OF THOSE OPTIONS WERE

AVAILABLE FOR ME,BECAUSE YOU SEE I AM 66 YEARS OF AGE AND APPROXIMATELY

TWO AND A HALF YEARS AGO I WAS DIAGNOSED WITH A VERY SERIOUS LUNG

DISEASE SO I COULDN'T TAKE THE HEAT OR THE WALK AND I WAS FORCED TO GIVE

IN TO THE SCAM. YOU MIGHT SAY THIS IS NOT A SCAM IT'S JUST THE WAY THEY

DO BUSINESS, AND LEGALLY YOU COULD BE RIGHT. THERE IS JUST ONE PROBLEM

WITH THAT, MORALLY AND ETHICALLY IF THE PROBLEM WAS A LACK OF PEOPLE

PROCESSING CARS WOULDN'T IT MAKE MORE SENSE TO PROCESS THE CARS THE

PEOPLE RESERVED RATHER THAN THE UPGRADES. MY FIRST THOUGHT ABOUT THIS

EXPERIENCE WAS TO BROADCAST THIS ATROCITY TO INTERNET FAR AND WIDE, TO

MAKE PEOPLE AWARE OF THE BUSINESS PRACTICES. BUT THEN I THOUGHT MAYBE

THE PEOPLE WHO OWN OR RUN THE COMPANY ARE NOT AWARE OF THE GAME THAT IS

BEING PLAYED HERE. I HAVE USED DOLLAR RENTAL MANY TIMES AND PLACES AND

HAVE NEVER EXPERIENCED THIS BEFORE. SO I THOUGHT I WOULD SEND THIS

LETTER TO YOU IN HOPES THAT IT WOULD BE CASE. I LOOK FORWARD TO HEARING

YOUR RESPONSE.

CHARLES MONTGOMERY

Response:

Dear Mr. Montgomery,

Thank you for notifying us of your recent experience with Dollar Rent A Car in Denver. We appreciate the opportunity to assist.

Please accept my personal apology for the sales technique used by our agent during your rental. We are proud of the optional waivers and products we are able to offer our customers; however, it is never our intention to present these options in an unacceptable manner. Your business is valuable, as is your contact to our customer service department. Your comments will be forwarded to the location management for corrective action.

Our records indicate that the cost of this option was listed on the initial contract and accepted through electronic signature capture screens. To protect our customers we have implemented this system to ensure that the customer may approve or decline any optional item prior to receiving the vehicle. Because you did sign and acknowledge acceptance, and retain possession of the upgraded vehicle for the duration of the rental, we must respectfully decline reimbursement.

Thank you once again, Mr. Montgomery, for taking the time to notify us of this situation. We look forward to serving you again soon at Dollar Rent A Car.

Sincerely,

Jamil Coleman

Customer Service Representative

Case ID: 2249174


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