#dollar car hire
I had a miserable experience with another car company, so I scrambled to find Dollar at the last minute. I waited in line over an hour; then… Read More
I had a miserable experience with another car company, so I scrambled to find Dollar at the last minute. I waited in line over an hour; then the agent told me I had to pay $56 more than what Kayak quoted me, for mandatory additional insurance, saying the total would be $160.
When I checked my account later, I had a charge for $192, plus two additional charges for $56 and $55. I called customer service; they had said I brought the car back with half a tank (untrue; I returned it with a full tank) and that I had gone 1,400 miles (untrue; I drove 220 miles both ways, not including stops).
And despite all of this, I am giving them 4 stars. Why? Their customer service was impeccable. I had to call twice to resolve the gas problem. When I mentioned that the agent had told me insurance was mandatory, she said that it was not a condoned sales practice and she would fully credit me the cost of the insurance. She also said that with a receipt from the gas station I would be reimbursed the gas charge. I submitted it the same day. Both of these charges were put back on my card promptly.
The customer service agents were not rude or even passive; they actively took a step to make my experience better. It shows you that even when things go terribly wrong, as it did in my case, a good company will win business by providing actual customer service to customers. (Refunding overcharges helps, too.)