Always start with the manager - don't waste time with the others
Players: Percy – nice, helpful guy at pick-up, Rose – obnoxious, ignorant woman at pick-up, Marc – obnoxious, arrogant guy at drop-off, Joe – nice, helpful manager
Took parents up to Sequoia NP, and due to weather needed an AWD. Customer service on the phone will tell you they cannot guarantee anything, unless you talk to the actual location. It is impossible to reach the LAX Avis by phone, so I went there on the previous Sunday. I told Percy I would need an AWD on Friday morning. He said he would be there on Fri mo’ and personally guarantee the AWD.
Come Friday, I enter and foolishly I chose to go to Rose because she was waving for the next customer.
At 8:51AM I rented an SUV for 3 days. I had to walk all the way to the back of the lot to find out it’s not AWD. I go back to Rose who’s standing outside of the building. I tell her I need an AWD, she looks at the Ford that’s parking on the side, points at it: is that an AWD? I look at the car, it is. Rose goes inside to change the car on my paperwork. I examine the car, it’s dirty inside. Probably somebody just dropped it off, dirty carpets and debris on the seats. I go after her offering that I would take the car dirty if she gave me a discount. She cannot do that - is the answer. She will have it cleaned. But I don’t have time to wait for the car to be cleaned, I need and AWD and I need it clean, and I need it now, why else would someone make a reservation and choose a pick up time if not to make sure to get everything right the first time, and on time.
Anyway, this guy walks slow-motion towards the car with a wet rug in hand. He wipes the inside of the car, now it’s so wet I can’t sit inside. I turn on the heat to dry the seats and head back inside to get the modified paperwork. Rose is with another customer. She tells me to sit and wait. WTF!
I go over to Percy begging for help. He rushes over to Rose’ desk, takes the paperwork form her and sends me off on my way.
On my reservation I indicated I would return the car on Sunday at 11PM. I arrive 20 minutes early. Somebody looks at the inside and says: you’ll be charged for detailing because there is mud inside. Of course there is mud, it’s been raining for days, but obviously with a little vacuuming it can be cleaned. No, the charge of $100 will be put on your card.
I go to Marc asking for help who is obviously more preoccupied by the sh*t that stuck between his teeth (constantly trying to get it out buy loudly sucking on his denture) than paying attention to me. I tell him I will take the car and vacuum myself. He says it’s almost 11PM, you won’t make it back on time. Besides, if they close my contract, I would need to rent the car for another day for them to let me out with it. Luckily, that b*stard did not close the contract as I was demanding the manager and he went to get him.
Here comes Joe. He listens and examines the mud. Then he happily informs me that actually I have until Monday morning to return the vehicle without any additional charge. The 11PM is the approximate time they expect me to return, like I said I would, but officially time is until 8:51 the next morning, so with his permission I leave the premises with the car.
I go to the nearest gas station on the corner; I spend 1 dollar and about 6 minutes to vacuum the inside of the car. I return the car few minutes later and it’s cleaner than ever.
Afterward I think about this experience:
Are they ignorant because that’s what they learnt from their parents?
Are they rude and obnoxious because they are not paid enough to care?
Do they really think that with their behavior, the world is going to improve?
I mean what are they thinking? They probably think nothing, because they are just too dumb to think anything. I feel sorry for them, but I feel more sorry for all their future customers who will have to deal with them. Even the old security guy at the front gate made a remark (he was curious why I left with the car then returned few minutes later), he said: “They are ******** America.”