Discount Car and Truck Rental, Guelph, Ontario, Canada - made reservation - truck not ready when it was supposed to be ready

Complaints.com received the following consumer message on October 2, 2002:

From:

RE: Discount Car and Truck Rental, Guelph, Ontario, Canada - made reservation - truck not ready when it was supposed to be ready

To Whom It May Concern: At the beginning of September 2002, I called Discount Car and Truck Rentals location on 695 Woodlawn Rd. in Guelph, Ontario; I spoke with a man with whom I made a reservation with. I asked for a truck to be rented on Sunday the 29th of September for 1 day. The man informed me that Discount was closed on Sunday and that I would have to pick up the vehicle on Saturday the 28th after 8:00am and return it on Monday morning around 8:00am. I said that this would be great and I booked the reservation under my boyfriend’s name. On Friday the 27th of September, I called Discount and spoke with Samantha; I asked Samantha if we could also have the truck on Monday September 30th. She said that this was not a problem. I confirmed that we could pick up the truck on Saturday after 8:00am and she said that this was fine. Shortly after I got off the phone with Samantha, she called my home and received my voice mail.

She apologized for any inconvenience and told me that we were given incorrect information. Samantha said that we would have to pick up the truck after 3:30pm and before 4:00pm on Saturday. She told me to call her if I had any questions or concerns. I returned her call immediately and said that the pick up time wasn’t a problem; however I explained to her that the last time we moved we had a problem with a local truck renting company. I explained that when we went to pick up the truck, it wasn’t there.

The previous renters had not returned the truck. Samantha said that, that was very unlikely with their company, as they charge a $25 per fifteen minute late charge. I asked her ‘what if it isn’t there?’ Samantha told me that Discount car and truck rental would find a similar sized truck at their expense. I said that, that was fine. On Saturday, September 28, 2002 my husband and father made there way to Discount at 3:30pm. When they arrived they spoke with Karen. She informed them that they did not have a reservation. My husband called me at home to confirm that it was the correct location. I said that it was, and after a few minutes of ‘back and forth’ talk between myself, my husband and the desk clerk, I asked to speak with Karen. Karen and I talked and I went over my conversation with Samantha the previous day.

I told Karen that Samantha had called me at home and that I had not given her my phone number. I said that they had my reservation the day before. Karen told me that there was nothing that she could do. I explained to her that I work at the front desk at a hotel and that when we overbook and someone shows up with a reservation that we find a room for them at another hotel and that we pay for there stay. I told Karen that I found this situation unacceptable.

She said that she had called all her competitors in the area and nobody had anything. She told me that we could have the truck on Monday and she would discount it for me. I said that, that wouldn’t work for me as we had people to help us move on Sunday and not on Monday. I told her that there is no way that my husband and I could move all our furniture by ourselves. She said that, that was the best she could do. Karen went on to deal with another customer and left my husband and father standing in the reception area. They stood there for over ten minutes. She did not acknowledge them any further. With minimum effort my husband was able to find another cube van available for Sunday, September 29, 2002 and Monday, September 30, 2002. If Karen had called all her competitors as she quite clearly said she did, she would have found this vehicle.

We rented a truck from another company and I fully expect Discount Car and Truck Rental to pay for the two days rental. There is no reason why we should have had to find an alternative vehicle when the mistake was on behalf of Discount.

I have since spoken to Peter who is the general manager of the Discount stores in this area. He has promised to look into the situation for me; however he feels that I am unjust in wanting Discount to pay for the new truck. So far I have been lied to by Discount and treated like an inconvenience. I would like to see some quality customer service out of this company. Yours truly, Melissa No