Comments on: Help! My rental company ran out of cars http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Carrentalsingapore http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-69618 Carrentalsingapore Thu, 05 May 2011 07:12:00 +0000 http://www.elliott.org/?p=6299#comment-69618 Normally car rental will give you a free upgrade in singapore Normally car rental will give you a free upgrade in singapore

]]> By: Kathleen http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-47904 Kathleen Tue, 14 Sep 2010 17:53:18 +0000 http://www.elliott.org/?p=6299#comment-47904 For a business trip to Texas my company secured a reservation thru Avis for a mid-sized 2 or 4 door. There were no cars available on my arrival and I was told there wouldn't be till much later in the day. Avis presented me with keys to an 18 passenger van which I refused. They sent me out with a representative to look at the 18-passenger van; I told them I need a car- I"m 5'2". They insisted that they DID have a rental available, but since I declined to take it, they were under no obligation to do anything more. They refused to find me a car with another agency. I was left stranded and ended up paying considerably more elsewhere. Anyone have ideas on this? For a business trip to Texas my company secured a reservation thru Avis for a mid-sized 2 or 4 door. There were no cars available on my arrival and I was told there wouldn’t be till much later in the day. Avis presented me with keys to an 18 passenger van which I refused. They sent me out with a representative to look at the 18-passenger van; I told them I need a car- I”m 5’2″. They insisted that they DID have a rental available, but since I declined to take it, they were under no obligation to do anything more. They refused to find me a car with another agency. I was left stranded and ended up paying considerably more elsewhere. Anyone have ideas on this?

]]> By: Bill http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-37678 Bill Thu, 15 Apr 2010 23:19:37 +0000 http://www.elliott.org/?p=6299#comment-37678 I had a situation where I arrived at Hertz Heathrow airport on a Monday morning and they didn't have a car. However, they were certainly scrambling to get me one and were very polite about it. It turns out their busy days are Mondays and Tuesdays. I had an itinerary change anyways and ended up so I could do without the car until Wednesday morning. I had them change the reservation to Wednesday instead. They insisted that they could get me a car, and I believed that they would have as soon as one became available - but I didn't want someone else to run the risk of not having a car in case they needed it more than I did. We get lots of nasty car rental stories in here, but you know...Hertz treats me very well. They have some great people. I've also never had a problem with Avis or Budget.... I had a situation where I arrived at Hertz Heathrow airport on a Monday morning and they didn’t have a car. However, they were certainly scrambling to get me one and were very polite about it.

It turns out their busy days are Mondays and Tuesdays. I had an itinerary change anyways and ended up so I could do without the car until Wednesday morning. I had them change the reservation to Wednesday instead. They insisted that they could get me a car, and I believed that they would have as soon as one became available – but I didn’t want someone else to run the risk of not having a car in case they needed it more than I did.

We get lots of nasty car rental stories in here, but you know…Hertz treats me very well. They have some great people. I’ve also never had a problem with Avis or Budget….

]]> By: Car Rental Singapore http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-34841 Car Rental Singapore Mon, 01 Mar 2010 13:52:51 +0000 http://www.elliott.org/?p=6299#comment-34841 Normally car rental companies will direct you to other car rental companies should they ran out of cars. This should be the usual practice. Normally car rental companies will direct you to other car rental companies should they ran out of cars. This should be the usual practice.

]]> By: Steve http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-31529 Steve Mon, 25 Jan 2010 20:46:38 +0000 http://www.elliott.org/?p=6299#comment-31529 "If you want a good experience at a rental agency, be prepared with your driver’s license and credit card before you get to the counter, be nice, don’t request a specific color, and buy something (upgrade, LDW, GPS rental, etc.)" Why on earth should I have to buy something extra (news flash: I'm already "buying something" if I'm standing at your country - it's called a car rental) to get good service from you? “If you want a good experience at a rental agency, be prepared with your driver’s license and credit card before you get to the counter, be nice, don’t request a specific color, and buy something (upgrade, LDW, GPS rental, etc.)”

Why on earth should I have to buy something extra (news flash: I’m already “buying something” if I’m standing at your country – it’s called a car rental) to get good service from you?

]]> By: Rental Agent http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-28153 Rental Agent Fri, 04 Dec 2009 06:56:11 +0000 http://www.elliott.org/?p=6299#comment-28153 Some people don't really understand how the rental business works. You book a daily rate, not an approximate total. Your printed reservation with the confirmation number is an ESTIMATE, not a guaranteed total. Working in the rental business is quite funny. You deal with people who complain about the economy, yet cry over a fifteen dollar difference for a two day car rental. I've seen too many whiny, tight-ass consumers wait HOURS because they didn't want to spend $10 to upgrade. Fine. Wait. And when you're time comes, I'll be damn sure you get the car that had previously been on-rent to a fat, sweaty family that had never experienced a Texas summer. Again people, you book a base rate. Your printed itinerary is good for your base rate only, so don't start waving it in my face when your bill is slightly higher than you expected. Spend you money, and stop crying over a few dollars, it keeps the economy moving. If you want a good experience at a rental agency, be prepared with your driver's license and credit card before you get to the counter, be nice, don't request a specific color, and buy something (upgrade, LDW, GPS rental, etc.) Some people don’t really understand how the rental business works. You book a daily rate, not an approximate total. Your printed reservation with the confirmation number is an ESTIMATE, not a guaranteed total. Working in the rental business is quite funny. You deal with people who complain about the economy, yet cry over a fifteen dollar difference for a two day car rental. I’ve seen too many whiny, tight-ass consumers wait HOURS because they didn’t want to spend $10 to upgrade. Fine. Wait. And when you’re time comes, I’ll be damn sure you get the car that had previously been on-rent to a fat, sweaty family that had never experienced a Texas summer.

Again people, you book a base rate. Your printed itinerary is good for your base rate only, so don’t start waving it in my face when your bill is slightly higher than you expected. Spend you money, and stop crying over a few dollars, it keeps the economy moving.

If you want a good experience at a rental agency, be prepared with your driver’s license and credit card before you get to the counter, be nice, don’t request a specific color, and buy something (upgrade, LDW, GPS rental, etc.)

]]> By: Singapore Car Rental http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-27392 Singapore Car Rental Wed, 18 Nov 2009 19:20:32 +0000 http://www.elliott.org/?p=6299#comment-27392 I agree that the rental car company should have honor its word. They should just upgrade you for free. I agree that the rental car company should have honor its word. They should just upgrade you for free.

]]> By: Gemma http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-21149 Gemma Tue, 14 Jul 2009 16:55:18 +0000 http://www.elliott.org/?p=6299#comment-21149 Sounds like you were treated very unfairly Kristin. I work for a car hire brokerage called Auto Europe. The whole car hire process can trip you up with hidden costs sometimes, but don't be put off. Generally speaking (and certainly when you hire a car from Auto Europe) when you book a hire car in advance, you've guaranteed that the vehicle will be waiting for you at the collection desk - otherwise what's the point! A number of the major car hire suppliers are experiences shortages and sell-outs in popular holiday destinations this year (they've bought and replaced fewer cars due to the recession) so it's definitely a good idea to book in advance if you need a rental vehicle. Rates at the collection desk could be a lot higher. Sounds like you were treated very unfairly Kristin. I work for a car hire brokerage called Auto Europe. The whole car hire process can trip you up with hidden costs sometimes, but don’t be put off. Generally speaking (and certainly when you hire a car from Auto Europe) when you book a hire car in advance, you’ve guaranteed that the vehicle will be waiting for you at the collection desk – otherwise what’s the point!

A number of the major car hire suppliers are experiences shortages and sell-outs in popular holiday destinations this year (they’ve bought and replaced fewer cars due to the recession) so it’s definitely a good idea to book in advance if you need a rental vehicle. Rates at the collection desk could be a lot higher.

]]> By: vacationtime http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-20565 vacationtime Tue, 30 Jun 2009 16:15:05 +0000 http://www.elliott.org/?p=6299#comment-20565 For the past 4-5 years, I have always rented cars from Hotwire when vacationing (2-3 times/year) and have never had any problem. On a recent trip 5 day trip to Kauai we found the Hotwire rate to be $10.00/day less expensive and had a similar rate difference in Boston last summer. I've never called to confirm, have always been pleased with the cost savings and in fact was upgraded to a larger car last week in Kauai when National ran out of compacts. Maybe I'm about to run out of luck, but Hotwire and car reservations have never been a problem for me. For the past 4-5 years, I have always rented cars from Hotwire when vacationing (2-3 times/year) and have never had any problem. On a recent trip 5 day trip to Kauai we found the Hotwire rate to be $10.00/day less expensive and had a similar rate difference in Boston last summer. I’ve never called to confirm, have always been pleased with the cost savings and in fact was upgraded to a larger car last week in Kauai when National ran out of compacts. Maybe I’m about to run out of luck, but Hotwire and car reservations have never been a problem for me.

]]> By: Zoe Caldwell http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19992 Zoe Caldwell Sun, 07 Jun 2009 23:25:07 +0000 http://www.elliott.org/?p=6299#comment-19992 I recently rented a car through Hotwire for San Jose. They placed the rental with Hertiz (with whom I have ALWAYS had problems).When we arrived, there was no car available. I called Hotwire. Now since Hotwire decides what agency you rent with and you pay them, I think your contract is with Hotwrie not the rental agency. After speaking with the customer service agent for 25 mintues, I finally got the supervisor. she informed me that they would refund my money. That was it!!! Not find another car, not anything. Well that does you a lot of good, I didn't want the money, I needed the car. I will never use Hotwire again. I think it is implicit in their contract that a car, at the rate you paid will be available at the time you agreed to. If the agency with whom they placed the reservation can not meet that requirement, it should be up to Hotwire to find another car at either the same rate, or they should be liable for the any difference. I recently rented a car through Hotwire for San Jose. They placed the rental with Hertiz (with whom I have ALWAYS had problems).When we arrived, there was no car available. I called Hotwire. Now since Hotwire decides what agency you rent with and you pay them, I think your contract is with Hotwrie not the rental agency. After speaking with the customer service agent for 25 mintues, I finally got the supervisor. she informed me that they would refund my money. That was it!!! Not find another car, not anything. Well that does you a lot of good, I didn’t want the money, I needed the car. I will never use Hotwire again. I think it is implicit in their contract that a car, at the rate you paid will be available at the time you agreed to. If the agency with whom they placed the reservation can not meet that requirement, it should be up to Hotwire to find another car at either the same rate, or they should be liable for the any difference.

]]> By: Carver http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19657 Carver Sat, 23 May 2009 16:50:06 +0000 http://www.elliott.org/?p=6299#comment-19657 @steven tye Chris is a big proponent of calling ahead to confirm reservations. Personally, I think that's a huge burden to impose on travelers. Besides if everyone did that the phone lines of travel providers would melt. Kooshie has the righ idea. Forget 3rd party websites. Just look at the Travel Troubleshooter. It seems that the overwhelmingly the issues are with 3rd party bookings. Even today's column is about Hotwire.com. @steven tye

Chris is a big proponent of calling ahead to confirm reservations. Personally, I think that’s a huge burden to impose on travelers. Besides if everyone did that the phone lines of travel providers would melt.

Kooshie has the righ idea. Forget 3rd party websites. Just look at the Travel Troubleshooter. It seems that the overwhelmingly the issues are with 3rd party bookings. Even today’s column is about Hotwire.com.

]]> By: austintexan http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19651 austintexan Fri, 22 May 2009 22:38:49 +0000 http://www.elliott.org/?p=6299#comment-19651 I recently left employment at Dollar rent a car in Austin, TX. NEVER rent a car there. They are the biggest scamming thieves on the face of the planet. The management encourages employees to rip people off and charge them for Roadside assistance (RSD), and then lie to the customers about it and tell them that RSD is just a fee that is mandatory. I have contacted the better business bureau and a few other businesses about this. these kind of things are why our economy is in the situation we are in right now, its ridiculous. if anyone reading this ever goes to Austin and rents from dollar or thrifty there make sure you get what exactly your itenirary says because they WILL rip you off. I would just avoid both companies all together. I do not speak for all Dollars, because the one in austin is a franchise. Clearwater transportation if anyone wants to know. I recently left employment at Dollar rent a car in Austin, TX. NEVER rent a car there. They are the biggest scamming thieves on the face of the planet. The management encourages employees to rip people off and charge them for Roadside assistance (RSD), and then lie to the customers about it and tell them that RSD is just a fee that is mandatory. I have contacted the better business bureau and a few other businesses about this. these kind of things are why our economy is in the situation we are in right now, its ridiculous. if anyone reading this ever goes to Austin and rents from dollar or thrifty there make sure you get what exactly your itenirary says because they WILL rip you off. I would just avoid both companies all together. I do not speak for all Dollars, because the one in austin is a franchise. Clearwater transportation if anyone wants to know.

]]> By: Kooshie http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19250 Kooshie Wed, 06 May 2009 04:06:10 +0000 http://www.elliott.org/?p=6299#comment-19250 Saw this question a few times and I can answer from personal experience. Hotwire does not send any contact information to the rental company for a reservation. Just name, time, type of vehicle and a rate. This works but I ALWAYS call the office I am going to so that I can confirm the reservation with the people who will actually be helping me. Personally, I have strayed away from using any website other than the rental company's website. Yeah, they usually cost $1 or 2 more/day but it's not like I am renting the car for months and I can ensure that when I go to the store I can show them a print out from their own webpage if there is any confusion. Hope that gives some people ideas. Saw this question a few times and I can answer from personal experience. Hotwire does not send any contact information to the rental company for a reservation. Just name, time, type of vehicle and a rate. This works but I ALWAYS call the office I am going to so that I can confirm the reservation with the people who will actually be helping me. Personally, I have strayed away from using any website other than the rental company’s website. Yeah, they usually cost $1 or 2 more/day but it’s not like I am renting the car for months and I can ensure that when I go to the store I can show them a print out from their own webpage if there is any confusion. Hope that gives some people ideas.

]]> By: steven tye http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19018 steven tye Sat, 25 Apr 2009 21:31:29 +0000 http://www.elliott.org/?p=6299#comment-19018 I know of no one who calls ahead to confirm that a car rental company actually has a car to honor their reservation. I know of no incident where anyone, at the time of a problem, has been able t call a 1-800 number and both get through and actually get help. As to the efficacy of JD Power ratings, yawn. I know of no one who calls ahead to confirm that a car rental company actually has a car to honor their reservation. I know of no incident where anyone, at the time of a problem, has been able t call a 1-800 number and both get through and actually get help. As to the efficacy of JD Power ratings, yawn.

]]> By: Jim Miller http://www.elliott.org/the-troubleshooter/help-my-rental-company-ran-out-of-cars/comment-page-1/#comment-19001 Jim Miller Fri, 24 Apr 2009 18:58:39 +0000 http://www.elliott.org/?p=6299#comment-19001 Sounds to me from all the comments that some higher authority in the Dollar Car Rental company needs to have an inspection of and investigation of the Austin Airport location. This one location could cause them lots of business "along the line". Why rent from Dollar at another location if the service or lack of service provided the renter at Austin is such a "downer"? Just my take on the subject. Personally, I try to exclusively use Enterprise Car Rentals, because I have received excellent service from that company all over the United States. Additionally, I have found that if they have no cars at the airport, they WILL take you to another of their locations or have someone from that location come and get you, PLUS take you back to the airport after you drop off your rental car. I have also found that many, many times, they are less expensive than other rental car agencies. Sounds to me from all the comments that some higher authority in the Dollar Car Rental company needs to have an inspection of and investigation of the Austin Airport location. This one location could cause them lots of business “along the line”. Why rent from Dollar at another location if the service or lack of service provided the renter at Austin is such a “downer”? Just my take on the subject. Personally, I try to exclusively use Enterprise Car Rentals, because I have received excellent service from that company all over the United States. Additionally, I have found that if they have no cars at the airport, they WILL take you to another of their locations or have someone from that location come and get you, PLUS take you back to the airport after you drop off your rental car. I have also found that many, many times, they are less expensive than other rental car agencies.

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