December 18, 2018
VERY DISAPPOINTED!!!!! I wish I could put MINUS stars!
Here is my story from this summer, 2018, in point form......
First I must mention and it is very important that this was my very first car rental.
-to begin with, although I called from the airplane that morning before take-off to confirm my pick-up at the airport, my daughter and I were stranded at the airport for 2.5 hours!
-I called Customer Service 4 times and was assured that a Manager would call me back.....yup, you guessed it, NO call!
-FINALLY Jean Crozier (Branch Manager) shows up, called me by another name and apologized. Left us there for another half hour while she went back to the depot to get another vehicle as she was in a rental and could not transport us due to insurance specifications.
-At the depot Jean said that sometimes the drivers make a mistake and show up at the train station instead of the airport and vice versa.
-one good thing is Jean upgraded my vehicle as restitution for their mistake.
-my issue is the matter of the fuel charges.
-Jean did not mention anything about the fuel charges or the fact that the vehicle had to be filled up upon return, either at the time I took the vehicle nor when I returned it. Keep in mind this was my very first rental so I had no clue about any of this.
-at the end of our vacation, I returned the vehicle to the depot and Jean met us there.
-again, she did not mention anything about the fuel and she drove us to the airport and I am positive that she would have seen the fuel gauge. I had approximately between 1/4 and 1/2 tank.
-a couple weeks later my credit card was charged $176.24!!!
-I called Jean and she said it was for the fill up of fuel and that she "neglected" to tell me of the fuel charges and that the vehicle had to be full upon return. I told her again that this was my very first rental. Didn't seem to matter!
-I requested the fuel receipt and I noticed that she had filled up the vehicle the next morning! Perhaps she had some errands to run on MY dime!
-after many emails and being ignored, Jean finally emailed me and said that she referred me to a Trevor Myers saying, "he is a great part of our managment team and deals expertly withs issues of this type. I know he will give you the answers you need." Meanwhile she is the Branch Manager????!!!!!! Made no sense but okay I will deal with someone else.
-well you guessed it, NOTHING from Trevor so I emailed Jean again asking for Trevor's email address and so I had to start all over again.
-the fuel charge on my invoice was $153.24 and the actual fuel receipt was $76.01.
-Trevor told me that Discount charges $2.50 per litre.
-I told him that I didn't understand how they arrived at $176.24 that was charged on my credit card. He said that was after taxes. I do believe that taxes are included in fuel so obviously they charged me taxes again!
-they charged me $100.23 service charge plus double taxes!
-I have tried emailing Jean again and she said "We are going to put this to bed now... This issue has been going on long enough."
So yes that is how she deals with it.
She blamed me for not knowing the fuel charges but meanwhile she admitted on the phone that she "neglected" to tell me!
I would NEVER rent another vehicle from this rip off company every again!!!!!
Caveat emptor aka let the buyer beware!
Joanne Legere
Midland, Ontario
