Alamo Complaint - Alamo~in desperate need of new customer service reps
So my wife and I rented a car in Seattle and drove up to the San Juan Islands, Orcas island in particular. For those who don't know you need to cross over on a ferry. The last day we were there a person backed up into our car with their company vehicle puncturing the radiator. The person was very apologetic and told us it was their fault, the officer who was called said so as well. Fine, an accident, they happen. Called Alamo and talked to two separate service reps about the situation and what occurred. Explained to them in detail where we were and what town the island was on. We spelled out the name even. Eastsound, Eastsound. Two times, two different people. Even the person who hit us talked to the service representative at one point and told them where it happened. They told us to sit tight and wait for the new car to be towed to us from Seattle WA. It would take 2.5 hours. Wow I thought, they have it together. They must really know the ferry schedule well to make a quick call like that. Three hours later we get a call from the towing company. They said they could not find us in EASTON and were getting frustrated. Thats not when I lost it, it gets better....soo we explained to him that we were in Eastsound and not Easton. They called Alamo and got it straight while we talked to one of the Alamo big wigs and got it straight as well. We ended up paying for a tow to the ferry parking lot, we left the car and grabbed our belongings and headed across. The accident happened around 1pm and we didn't meet up with the also very frustrated tower with the new car until 11pm. Alamo did not explain to him that none of this was our fault, Alamo told him all this was our fault. So we explained to him what was going on and he agreed with us Alamo dropped the ball. He slept in his truck to wait for the ferry the next morning while we took the new car and headed to our new destination. I stupidly assumed the company insurance of the person at fault in the accident would cover all repair costs to the old vehicle. Thats what the deputy on the scene told us. He also told us the police report he wrote would be sent to Alamo.
Fast track a couple of months. I got busy with life and forgot about this mostly. Today I open the mail and read that Alamo is billing me for the TOTAL repairs cost to the vehicle. Close to 3000.00 called them up and they want my insurance info. They explained also that a police report was never received and that I'm soley responsible at this point.
Amazing but not beyond belief Alamo would drop the ball, or rather never pick up the responsibility and leave a customer hanging for so long and in the end pin the bill anyways on me. This is worth fighting and I intend to not pay one dime, me or my insurance. It simply sad a large company treats at least some of its clients this way.