Horrible Experience With Dollar Rental
CANCUN -- I was on a four day vacation with my wife for which I rented a car from the airport location.
On the second day of my trip (Friday, August 16th), I had filled up the gas tank and on the way, I had a flat tire while driving from Cancun to Tulum, near Playa Del Carman. I was waiting in the heavy rain for any passer-by to assist me in changing the tire as the airport location wasn’t helpful at all in calling someone to help me out.
After an hour and a half of waiting, a cab driver finally agreed to change the tire for US $30. Then, I called the airport location again and was told to return the car at the Playa Del Carman location in exchange for a new car. When I reached this location, I was told that there are NO new cars available and that they will need to fix this spare tire and so I need to wait.
From here on, our vacation plans went downhill. It took the staff at this location TWO hours to have an update for my car. After the long wait, I was told that the car couldn’t be fixed and that they will NOW find me a new car. I thought this was ridiculous since they had firmly told me earlier that no new cars are available. So I was lied to and made to wait without any reason. This is UNACCEPTABLE and UNETHICAL. We were simply taken advantage of as tourists by this unprofessional, discourteous and useless staff.
As it was almost the end of the day approaching with your unplanned and unequipped staff trying to find us a car, we could not go to Tulum and had to turn back and drive to Cancun.
The next day (Saturday), we decided to return the car to a nearby location to our hotel (Live Aqua). This location is next to Fiesta Americana and we were told about this location by the airport location staff when we were renting the car. We were told that we could return the car to this location in case we didn’t need the car. There comes our next shock, almost unbelievable for an established rental company, such as Dollar. The one person sitting at this location heard our story and I told him that I want to return this car and should not be charged for the previous day as that was a waste just waiting on an unreliable staff to help me. This person simply told me he can do NOTHING. Not only could he do NOTHING, he said he doesn’t have a way to reach his supervisor. He said his landline doesn’t work and his cell phone doesn’t have any balance.
Then as we were leaving, he tells us that he is talking to his supervisor via Yahoo messenger and the supervisor cannot do anything to help including waiving off a day’s charge on the rental, or compensating us for the gas we filled or the $30 we gave to the cab driver to get the car fixed. So we wasting another couple hours with this lazy, half-asleep, so called Dollar-employee!
The next day as we went to the airport to fly back to USA, at the car rental office, I was given the same cold, unhelpful, useless attitude and was INSULTED by being asked by the staff manager “ So if you don’t want to pay one day’s car rental, do you only want to pay a dollar?!”
I was shocked at his guts taking to a customer in this tone. What an ill-mannered, uneducated staff!
He did not help out or understand our plight one bit. Instead of feeling bad for our ruined vacation, he talked to us in this airy and condescending tone.
I have spent a good amount of money on my vacation and am not frugal in any way. I was asking for only what is fair and ethical, and what a company like Dollar is beholden to do for its customers. Instead I had to deal with a bunch of morons who not only are pathetic at their jobs, but also lack basic common sense and ethics.
I hope after reading this, you can better plan your car rentals and can actually enjoy your vacations.