I had a very frustrating and disappointing experience with this car rental company…read more
About a week before my rental date, I checked their website and also called ahead to confirm that the specific car I needed, with the right features, would be available for this Saturday. I clearly communicated the date and need, and they told me to complete the reservation online. Their website allowed me to choose a 9:30 AM pickup time, so I booked it for 9:30 AM and assumed everything was confirmed.
When I arrived on Saturday to pick up the car, I found out that the location did not even open until 10:00 AM. I called their customer support, and they told me someone should be there in less than 10 minutes, it was 9:20am. Finally, after about 25 minutes someone showed up. When the employee arrived, they were on the phone, did not acknowledge the situation professionally, and sat down at the computer without giving any explanation.
After all that waiting, I was told that the car had an software issue the day before and was not available for pickup. I asked when they knew about the issue, and they said it was known the day before.
When I asked why no one informed me ahead of time, I was told their internal system is not connected and that this is "just how they operate."
I also asked why the website allowed me to book a 9:30 AM pickup when the store opens at 10:00 AM, and they said each store has different hours, but the backend system does not reflect that properly.
They had my contact information, had time to notify me, and still no one contacted me in advance. I had even communicated with them through WeChat before, so there was no excuse for the lack of communication. They attempted to offer me another car to be delivered later hours in the day, but then what is the point of an appointment?
This was extremely unprofessional and poorly managed. The lack of communication, broken booking system, delayed opening, and casual attitude toward the problem completely ruined my visiting parents' plans. A rental company should be able to confirm availability, notify customers of issues, and make sure the pickup time on their website matches the actual store hours.