I had been a regular customer for five years at this company, and never had an issue. The service was great with a very friendly staff. I booked a flight to return at 12:08 a.m. on 10-22.
1. I booked online thru www.americar.com with the appropriate times.
2. I emailed the company on the same day that I booked, to ensure that I would be able to retrieve the car in the early morning hours. No response.
3. When checking in, I asked the representative twice, about getting picked up so late at night. She assured me that the last person goes home when the last flight arrives. I was the last flight.
4. Upon arrival into Syracuse, I called the number and left messages about nine times. My first phone call was at 11:48 p.m. on 10-21 as my flight arrived early. After no return phone calls and an hour later in the then empty airport, I decided to make other arrangements to get home. Not easy as I live 50 miles away and this required me to call someone, wake them up, and ask them to retrieve me on a weeknight, at 12:45 a.m. 50 miles away!!! I checked out the price of a cab and it would have been $163 without a tip, one way.
5. The next morning, I had no car and had to miss work. I called the business at 8:10 a.m., wondering why they did not call me yet. I know they arrive as early as 3:30 a.m. I was told the policy is not to call anyone until 8:00 a.m. Hmmm....I called them at 8:10 a.m.
6. First off, the representative tried to reason with me that 12:08 a.m. on 10-22 was coming up that night. After asking to talk to the Manager, she explained the same to me and gave me attitude. I explained that a.m. on 10-22 occurred some 8 hours prior!!!
7. I asked for my car to be delivered, and was told this could not happen for several hours. Really?
8. I found my own ride back again, hence saving the cost of the cab ride, $163 without a tip.
9. When arriving to pick up my vehicle, the President was very polite and tried to explain. Apparently, they do not get (or respond) to the email on their website. DO NOT USE. I had already told me that the last person left at 11:50 p.m. on 10-21, then why didn't they answer my phone call two minutes earlier??? There is NO pager, forward number, or backup number.
10. My parking fee was waived.
To top it all off, 10-22 was my birthday. Bottom line, mistakes happen but the way a company reacts can make a big difference on customer satisfaction and retention. So many mistakes with this transaction. read more
