Unreliable - You Should Go Elsewhere, With A Major Car Rental Chain
FORT LAUDERDALE, FLORIDA -- In February 2008, I contacted USA Auto Rentals (which was recently acquired by Quality) and booked a rental car for my family for March 2008. I spoke to "Leidy", who quoted me a total rate of $341.47, and gave me a reservation number.
On the day before I was to fly to Florida, I received a telephone call from USA Auto Rentals, confirming my reservation and informing me of USA Auto Rentals' free shuttle service from the Fort Lauderdale airport to the rental facility. The caller asked about my flight information, which I provided. The caller instructed me to call (954) 581-1880 to reach the shuttle service, and told me that the shuttle would pick up me and my family and bring us to the rental facility when we arrived.
My family's flight to Fort Lauderdale was delayed, and I therefore was unable to call the shuttle number of (954) 581-1880 until 11:35pm. When I called, there was no answer, and no answering machine. I tried again with the same result. I then tried the main number for USA Auto Rentals, (866) 631-7368, which also rang and rang, and finally went to a recorded message that said, "Answer off". I tried several more times to call the shuttle number, but no one answered.
As it was late at night, and I was unable to reach anyone at USA Auto Rentals, I was stranded at the Fort Lauderdale Airport. I was traveling with my wife and 20-month old son, and we needed to drive several hours that night to stay at a hotel that we had already booked. I had no choice but to rent a car from another company, which charged me $504 for the week, $162.53 more than USA Auto Rentals had promised me that my rental would cost.
I called the following morning, on 3/15/08, and spoke to "Samantha", who said that she did not understand what had happened and assured me that USA Auto Rental did in fact do "after hours pickups."
Over the course of the next four days, I tried repeatedly and unsuccessfully to reach a manager at USA Auto Rentals to discuss what had happened and to see whether the company would do anything for me. On Wednesday, March 16, 2008, I finally reached an individual named "James", who told me that he was a manager for USA Auto Rentals. James explained that Quality had recently acquired USA Auto Rentals and that they had had some problems servicing USA's customers. He did not explain what had happened exactly or why USA had failed to honor the reservation that I had made. Instead, he told me that he was very busy and could not even discuss the matter with me until the following week. I gave him the number for my cell phone. Neither he nor any other employee or manager of USA or Quality has contacted me since then.
This company isn't reliable. I thought that I could save some money by booking with them, but I will go with major car rental chains from now on.