Inadequate Solution by Ben…read more
Unfortunately, we were "helped" or more accurately, spoken to by Ben, and customer service was nowhere in sight.
We came in with a positive attitude, excited to finally pick up the car we had reserved over a month ago. To our surprise, the vehicle was not even on the lot. Instead of offering a real solution, Ben repeatedly suggested downgrade after downgrade. Naturally, we asked him, as the customer service representative, to help us locate the vehicle we originally reserved.
Ben called both the Solana and Broadway locations. He told us Solana did not answer, while Broadway supposedly confirmed they had two of the vehicles we originally booked. As we waited for updates, Ben continued taking phone call after phone call, visibly becoming flustered and irritated. When we politely asked for an update, he looked at us in disbelief almost annoyed that we expected an actual resolution after waiting there.
He then claimed he had already explained the situation, though at no point did he clearly confirm that a vehicle was secured for us. We simply asked for some kind of written confirmation or transfer note showing that Broadway was expecting us. Ben responded abruptly and dismissively, saying, "No, we cannot do that," in a rude and impatient tone.
The entire interaction ended in disappointment and frustration.
When we arrived at the Broadway location, we were informed that they had never received a call from Ben. They also explained that customers are not supposed to be sent to another location without confirmation or communication beforehand. Thankfully, although Broadway did not initially have the exact vehicle available, their staff treated us professionally, made actual calls, and ultimately found the car we had originally reserved.
The difference in customer service between Broadway with Adrian Guzman (early 20's) and Ben( late 30's) at Auto Park was night and day.
I'd like to apologize to Ben for us expecting customer service from a customer service representative. Newsflash: helping customers solve problems is part of the job. It honestly felt like Ben became overwhelmed by a few phone calls and could not properly handle customers standing in front of him. Instead of showing professionalism or empathy, he came across as irritated, dismissive, and unwilling to help resolve a situation that your company created.
