Reviews

Review Details

• Review fromPatrick S

  Date: 04/20/2023

  1 star
  Wheelers *********** charged me a full days rental for returning the vehicle a few hours late after being stuck in traffic in an unfamiliar *******************.First time renting from this branch and will be my last.Branch supervisor could have waived the charge but decided $150 was worth losing a first time customer over...awful customer service. Yes the return time was in the contract but charging a full day for returning a few hours late because of unforseen circumstances is ***********Don't rent from Wheelers ***********.

  Wheelers Accessible Van Rentals

  Date: 05/01/2023

  *******, we take every review positive or negative, very seriously. Upon review of your reservation, we did find some inconsistencies and some missing information in your review. Your signed contract was up at 11AM PST. Wheelers does offer a 1 hour grace ****** at the end of your rental to make sure you are not charged for any unforeseen circumstances. We do understand things are out of your control at times, however, we want to ensure we adhere the following customers paid reservation as well.You stated you were a few hours late. Correct, you were late by 3.5 hours. You called in at **** PM to state you were going to be late and you had not left yet. Our staff then reminded you of your return time and you would be charged a additional day. Based on your recorded phone conversation AND GPS systems you were not late due to traffic but that you were running late based on your own personal schedule. You did not start driving to our location till 1pm which was already 2 hours late. I would include snippets from our phone and GPS, but his comment area, does not allow pictures or snippets. But we do have them if you'd like us to send them to you.We did charge you a additional day based on the fact that it was no traffic issue which caused you to be late, but simply because you didn't leave on time, as our GPS system shows you didn't leave until you were already 2 hours late. We would also like to point out the fact that because you were so late, we had a reservation behind yours, which we needed time to get it readied for the next customer, but because you were so late, we were unable ready this van. This mom flew into *** with her disabled son and needed the van at her scheduled time. Because you were so late, our team scrambled to find her another van and do a quick turn around in preparing the van for her, while she waited. Wheelers was not able to deliver on time and your tardiness greatly inconvenienced her and her family. She was very upset, she couldn't understand why someone would not return the van on time, Everyone knows how difficult it is to find handicap accessible transportation. She as well wanted compensation for her time lost and the inconvenience of it all, as Wheelers was not able to uphold her delivery time at no fault of Wheelers, but complete because your tardiness.Wheelers, as a business, has core values of honesty, reliability, and compassion. We expect our staff to meet these requirements as well as our customers. While we appreciate your feedback and review, we felt it was necessary to include all relevant information that transpired. While we can't refund you the late penalty, I encourage you to reach out to us directly to have a conversation on how we can retain your business in the future. Thank you for your understanding.

• Review fromJulie L

  Date: 01/09/2023

  2 stars
  Our rental experience in Maui from Wheelers was a great experience. That operation is well run and even though the van was aged and needing some minor repairs, it fit with the vacation theme. I do wonder what people do with vans other than transport wheelchairs, and mobility scooters, because the van we just rented in ********* was much newer but just as beat up (and rough handling). Anyway, I would suggest to the company that you allow refunds for early returns. I rented based on an estimated time for a repair part for our van and now the part has come in and I still have to pay rent for the remaining 2 weeks. I will hang on to the rental and that is a shame if someone coming to town were to actually need it. For the next 2 weeks it will sit at the curb. I propose this: If a van is returned early and rented before the rental period is completed, the rented days are refunded and the original renter is still responsible for the gap. Two stars: Pros: special daily rate in January, replaced first van with air bag light fault. Cons: a policy which is too restrictive for residents, and vehicle quality.

  Wheelers Accessible Van Rentals

  Date: 01/10/2023

  Thank you for your input. We understand and we know this is a strict policy. It has to be strict, as we have only so many vans and lots of customers who want the vans. We've been operating Wheelers since **** and it has been our experience that some customers would rent the vans out for longer than they needed to insure they had the van. We in turn would not have any vans available for other customers and then would have to turn those customers away. Then the customer with the van returns the van early and we issue a refund and now we are out the revenue for the rental of those days and the customer that needed the vans is out the use of the van and again, we are out that revenue. That is the reason our policy is as strict as it is. This policy is in our rental agreement that you sign and we also inform our customers at the time of booking of this policy. We know it can be frustrating, but it certainly has helped customers book for the amount of time they need and not to overbook their rental, which allows other customers the opportunity to rent the vehicle. Again, we appreciate your input and will continue to look at this policy in an effort to see if there is any other ways to alter the policy, for the best possible outcome, for not only our customers, but for our company as well. It's a balance that's very difficult. Thank you again.

  Wheelers Accessible Van Rentals

  Date: 05/01/2023

  Also, as a suggestion, you can rent for a shorter period of time and extend the rental as you see necessary. We can put it on a "may need to extend" and give you a call if it looks like we're going to need it for another rental. We definitely can work with you in these types of situations.

• Review fromVicki C.

  Date: 11/29/2022

  2 stars
  I called Wheelers in September and rented a van for our trip the end of October- first reserved it to be picked up at Santa **************- our plans changed, so I called office for pick up at ****************** in *******. I verified with person I was speaking with that it would be a Dodge Caravan because at times wed have 5 passengers. I was repeatedly assured it would be a van. Upon arrival at airport, I called to get location and was told they left me a MV-1 with no passenger seat! I told her that was unacceptable and was promised a van. I was told they had a van with high miles they could give us, but didnt have a driver to bring it to us! So, we were given directions to a pick up at a gas station 1/2 hour from the airport. Upon arrival we phoned Wheelers for them to unlock the van, which for some reason they couldnt unlock it for almost 45 minutes. Finally in the van I called to give mileage and told them the check engine light was on. At that time I told her I felt we should receive refund for this hassle and was told manager would call- nothing. This vans front window was so filthy my husband had to borrow window cleaner from hotel! We had rented from them 2 previous times with no issues. This last experience has caused me to rethink calling them again. In total I was promised three times a supervisor would call me - nothing yet! Our total first day was botched up because of having to go pick up a vehicle that should have been waiting for us. Very disappointed in the customer service.