Advantage Rent-A-Car Complaint - Vehicel Upgrade Not Honored
Stanley T. Gorecki
307 Oswego Court
Mount Laurel, NJ 08054
July 12, 2010
PO Box 2420
Oklahoma City, OK 73126
Customer Complaint Department:
I was personally discriminated against and penalized by Advantage Rent-A-Car in two ways, first based on my ethnicity and second for using a third-party vendor (Travelocity) to rent your vehicle rather than renting the vehicle directly through Advantage.
At the time, 8:00 pm on Friday July 2, 2010, that I entered your Advantage Fort Lauderdale Airport rental facility to pick-up my rental vehicle there was only myself and another gentleman in front of me at the rental counter. Rommel was the only visible rental agent on the premises working the rental counter. The other gentleman, of the same ethnicity as the rental agent, was waited on first and based on listening to their entire their conversation the renter was granted an automatic upgrade and provided with a vehicle equipped with a GPS system without even asking at no additional cost.
When it was my turn at the counter the rental agent did not offer me, of a different ethnicity, an automatic upgrade nor a vehicle equipped with a GPS system but instead adamantly refused to honor the upgrade clause clearly stated on my original Travelocity rental agreement that I presented to him in writing, which clearly stated “Your free upgrade has been successfully processed and will be applied at the rental counter.” I had originally chosen an Intermediate vehicle via Travelocity which Advantage refused to neither upgrade me from in accordance with the written agreement as quoted above nor provide me with a vehicle with a standard GPS system as automatically provided to the prior renter at no extra cost. I was rudely told by your rental agent that he was not required to honor any agreement I entered into with Travelocity. When I asked to speak to a Supervisor I was sarcastically told that no one other than himself was on the premises and he then attempted to hand me the telephone stating it was my problem which I needed to resolve with Travelocity. Due to the poor weather conditions I had no choice but to accept the mid-size rental vehicle which was offered to me. However, when I went out to the lot to pick-up my rental car I looked around and saw many other cars available that qualified as an up-grade. As a result of this unethical treatment I should not be held responsible for payment $361.28 of the use of the rental vehicle I was improperly placed into.
This is a clear example of extremely poor customer service and ethnic discrimination.
As a frequent business traveler who chose to use Travelocity for assistance with my rental car arrangements for my personal use, I am extremely disappointed with Travelocity for using a rental car vendor like Advantage who does not honor Travelocity’s written agreements and who blatantly discriminates against its customers. I will never use the services nor do business with Travelocity or Advantage ever again and will advise everyone I know, as well as our corporate travel department, of the incident and advise them to avoid your use due to your arbitrary and discriminatory business practices.
I agree no one should do business with Advantage Rent-A-Car or Travelocity as they will regret it.
Stanley T. Gorecki
Cc Advantage Rent-A Car
Letter: Consumer Relations, 11603 Cross Winds Way, Suite 125, San Antonio, TX
Internet: consumer. relations@Travelocity.com
Cc American Express Case #KK21582