Made reservation for car and paid in full- car was never produced, despite 3 hour wait during which we were told it was being delivered. Rude owner.
We made a reservation for a 1-week car rental. When we arrived, they had lost our reservation and did not want to help us at all. After we showed our reservation and reservation number, around 2:30 PM, we were told that our rental (which was reserved for noon) was not yet available but would be "within an hour" because they had a "one hour grace period." Around 3:15 they told us that it would be ready by 4 PM. We'd already waited, so we decided to continue waiting. Around 4 PM they told us that we wouldn't get a car until 5 PM, but that when we did it would be a Mustang convertible (we'd reserved a basic compact car). Other car rental places were booked, so we decided we might as well wait until 5 PM. After 5 PM, when no car was produced, they told us that they'd have a minivan ready for us "soon." At that point we made alternative arrangements. They did not want to refund us our payment, but after some arguing they supposedly voided the transaction.
We were required to pay for the full week's rental up front- before they told us that there wasn't a car available yet. We also had to pay a security deposit. They voided the rental payment, but are still holding the security deposit.
When we were leaving, I tried to give the owner/ manager my business card, as he only had my husband's contact information, in case there were any problems with the billing. He threatened me and kicked me out of the business.
While we were waiting for our car we saw at least 4 other people also being scammed by this business. A group of Germany tourists had already paid a $200 deposit and had a reservation stating that their total rental price would be under $300. When they arrived they were told that the actual total was almost $1,000. When they tried to cancel, they were told that their $200 deposit was non-refundable. Another woman paid them over $2,000 for a one-week rental (which she was originally told would cost around $600, and then we saw them add fee after fee), and when we left she had been waiting an hour without any car having been produced for her. We saw other groups also waiting for hours for cars that never appeared.
We would like to ensure that our security deposit is returned. We would also like to be reimbursed for our time. We spent 3 hours of our valuable vacation time waiting, pleading, and being threatened because of this sham of a business.
More importantly, other potential customers should be warned about this business. Customers should know that there are NO cars on site, even though it is a rental car company. You do not know that when you arrive because they are located in a parking garage, but none of the cars there belong to Global. Customers should be told upfront that they may have to wait for several hours in a dangerous area. Customers should also know that the quotes they are given do not accurately reflect the rental costs, as they ad $50-500 per day in additional fees.
First and foremost, we would like to take this opportunity to apologize for any inconvenience caused.
The customer did have a reservation, but because of the holiday season, our car rental company was completely sold out. The rental office did anticipate a return of a vehicle, so we asked the customer if she would like to wait for the return. She agreed to wait because the whole area was sold out of rental cars.We contacted the customer who was expected to return the rental and they communicated to us that they will be returning the rental in an hour. After waiting for some time, we received another call from the expected return and they informed us that they will be needing the rental another couple days. This fact was not originally expressed to us. We then proceeded to inform the customer that the rental car will not be available.
We then voided the transaction and gave the customer a copy of the voided transaction.
In regards to the deposit, the deposit was only a verification which was released. In other words, there was absolutely nothing charged to the customer. She was upset about the situation and we apologized for the inconvenience. We would like to offer the customer a 15% discount on her next rental.
We would also like to address the false claims that were addressed in the complaint. We are a small rental company with plenty of repeat business and do not appreciate false allegations.
We do have rental cars on site, unless we are sold out. The area we are located is within a mile of the airport adjacent to a busy hotel. This area is not dangerous as stated by the customer. Also, additional fees are only approved by the renter. The rental office provides a written contract which is gone over , step by step ,with the customer. Nothing is charged without the full consent of the customer, so these statements are completely false. We are a reputable small business with over 15 years of experience.
We again would like to apologize for the inconvenience caused and as mentioned before off the customer a 15% off coupon for her next rental.