In january last year rented direct from Alamo and got the "standard issue" hard sell and pressure upgrade etc and i gave the rep some good old English humor and he went very quiet and gave me what i wanted, when i came back i did some digging and complained to the Chief Excecutive Officer of Vangard who own Alamo. It resulted in a subordinate contacting me with corporate responce and nothing else.
Well October last year went again and this time booked with **** and picked up at Alamo desk and yes...."standard issue" hard sell again, also said that the gold cover did not give me full cover and recovery after an accident etc etc so i launched into the poor guy again and this time had quite an audience and he said sorry with no meaning and got rid of me quick so could try it on the next guys.
So on my return i informed **** of this and again launched into the CEO of Vanguard who had retired but passed my comments onto the new CEO. Well they have done an investigation and i got this e-mail from them couple of days ago....
Dear Mr. Mearns:
I am in receipt of your email to Alamo Rent A Car on October 24, 2007, outlining your rental experiences with our Orlando location and their attempt to offer you an larger vehicle and additional coverage not included with your pre-paid reservations.
Let me begin by apologizing for any frustration or inconvenience you experienced during your rental. In reviewing your reservation, I do see that the Collision Damage Waiver and Extended Protection were included, as you noted. In this instance the location did attempt to offer you our Roadside Plus Plan, which gives additional protection of possible out-of-pocket expenses, such as if you run out of gas, lose the keys or lock yourself out of the vehicle. I apologize that the rental agent did not clearly explain this option to you.
As you noted, we do offer upgrades to our customers to ensure they have additional options, which they may have been unaware of and that might provide them with a more enjoyable rental experience. In looking at your rental agreement, I did note your initials and signature accepting a change of equipment to a Chrysler 300 vehicle. However, I am concerned that you felt that our rental agent was somewhat aggressive in outlining the additional products and services we have to offer our customers. Therefore, to demonstrate our concern, I have issued a credit to your Visa account in the amount of $209.93, which is one-half of the Upgrade Fees you incurred.
Additionally, a copy of this file has been forwarded to Mr. Paul Kopel, General Manager for our Orlando Airport location, as well as to Mr. Chuck Gullivan, Regional Vice President for our Southeast Region. I assure you that they will be reviewing this matter to ensure that our rental agents are providing services within the guidelines we provide.
In closing, I want to thank you for the opportunity to review and resolve this matter with you. If I may be of any further assistance to you, please feel free to email me directly at **** or by telephone at **********
Sincerely,
April
Senior Customer Advocate
Alamo Rent A Car
If anyone does get this hard sell then do as i did contact **** and let them know and also complain to Alamo and dont put up with the standard responce you get back from Alamo.
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