National Car Rental - The Station Manager Almost Killed Me!!!
Asked for a different car.
CALAGRY, ALABAMA -- The following email I sent to the manager. Never got a reply. I usually get taken care of from all national location. Except.... read below. And if you go to Calgary downtown national location, just be keep quiet, otherwise you could face life threat.
My name is Rezaul Alam. I am a customer of national car rental for over 3 years. My Club number for national is: ****.
I was in one of your location on 24th November 2012. I just wanted to give you some feedback about the service I got on that day from your employee.
I booked a car online for a week on 24th November around 4.15pm. I usually book and pick up car from your airport location in Calgary. As that day your location was closer to me I choose to select your location for my rental. I called your location @round 4.35 to make sure they are still open and have a car available for me as I understand I booked it last minute. When I went there the lady told me I am getting a KIA SUV even though I booked a mid-size car. They were doing a free upgrade as they didn't had any mid size car available. I personally owned a KIA before and did not had any good experience. I thanked her and asked : “will it be possible for me to get either a ford edge instead as I see there are 2 parked in the lot.” She told me one for oil change and one need to cleaned. I asked her again that what if I don’t need a clean car. I am ok with a returned one. She asked me to wait and she said she will talk to the manager and went in to the lot. I came out and I see her talking to the manager. I asked the manager that, there were over 10 ford (edge, explorer, escape) were parked and if I can get any of them doesn't really matter as I just don’t like KIA. She told me all were sold out, and I should be happy because even I booked at last minute and she is giving me a car. She also mentioned I am getting double upgrade as she was offering me the KIA full size SUV. I requested her that you have the other cars available. Please give me any of them. She told me again all those car were sold out. I asked her again that cars are usually sold by the size. Never by make or model. And someone will be happy too by getting a full size KIA rather than a escape. She replied : “this is your only choice I am giving you, you take it or not, I DON’T CARE. If you don’t take it you can leave. I need to go”. I was kinda surprised with her behavior and I request her one more time that other cars are available I can see, is there a reason I can’t get it? She asked for the keys back for KIA and I was happy by thinking that she is going to give me a different car. I asked her so which car am I getting? The reply was nothing. I told her I need a car, I have a reservation and you have to give me a car! She said : no I don’t. Then I asked her who was the station manager? I was shocked by her answer that it was her. I then went inside with her asking for her card. She went inside the room and swearing (I could hear by standing beside the counter). She came back with your card and said I don’t have my card at this point. This is the person I report to, and I will write down my name. Name : Megan. She also replied that she manage both location in downtown !! Then I asked her one more time for the car. As I need the car. I didn’t made any other reservation. She then asked me to leave very rudely and said she will call the cops if I don’t leave? I asked her to call the cops and then she went to the main door turned of the light and swearing all the way. She also tried to lock me. The main surprise was still waiting for me that she came back to me and pushed me from the desk to the door. I was just thinking where am I ? I was trying to select the record option in my Blackberry as she was swearing and she just didn’t gave me any time. I asked her if she could give me one moment just tried to buy some time fro her. She kept pushing me and swearing and saying try to get me fired if you can and kept swearing. On my way out I asked the name for the other lady and she said I am not giving you my name. I believe you have surveillance and you can look through it.
I got out of your station and I was shacking and thinking about the customer service experience. Now Jacques, I am a manager in a customer service business too. And sometime I have to deal with some customer opportunity. But This is the first time I got such experience where the customer (myself) didn't swear or raise the voice but the employee was yelling and swearing. In some bad situation I had to ask some customer to leave, but that was when the customer were swearing to my or my staff and there were some sort of threat.
Now my question to you Jacques, what have I done wrong? As a customer asking for a different car was it my fault? Or making the reservation in 11th hour was not expected by you guys? What was the actual reason that Megan had to push me out of the location? What would be the reason that she turned off the light me being inside. Was there any valid reason that she was swearing at me? I would like to apologize if I have done something wrong, but I personally believe that either Megan was tired or stressed out for whatever reason and she was totally out of her mind. There is no way she can push me with out letting me know. If I didn't leave she could call the cop but when she pushed me and when she turned the light off I was really scared. And her searing words are non describable.
Jacques, I am not trying to get anything out of this. I could took that KIA SUV and went to the airport and they would be more then happy to change the car for me. Its not about the car. It’s the behavior I got. I am not a person who will complain. You can look through my rental history and National always did above and beyond for me and I do appreciate this. All employees in Toronto airport Calgary airport they always says : “don’t worry we will take care of you, you are one of our elite member”. But that day I just asked for something very small and she could easily take care of that. If she couldn't she just can swear or push me, neither try to scare me by turning off the light. I believe this kinda behavior should be corrected. If you need any further info or if you like to discuss anything about the situation feel free to contact me.
Did I mention 24th November (the incident day) was my birthday and I was trying to take my wife and kid for a surprise dinner?