I have never been treated so poorly as a paying consumer in my life. I was one step away from calling the police. This was my glimpse of *** on earth.
First, I didn't know it was an offsite location or I would have never booked it. I didn't book on their site - which they rudely said to me "it's right there on our site".
Second, I'm not sure if they are using computers and modern equipment or if that's just mock equipment to make it look 21st century? Plan to wait a long time or forever for each person to get through the checkout process. The guy traveler who I came on the shuttle bus with (who was also unaware of Advantage being offsite) was at the counter for 15 minutes - that was with a reservation. I heard the agent snapping at him before I got up there. We were the only 2 customers so I would hate to be there if there was a line. There were 3 employees in the check-in center but only 1 was checking people in.
Third, when I finally got up to the counter I booked a compact and was given a Yukon. No one told me a thing until I got to the car. It was just me and I was driving a distance so that is a no go.
Fourth, I went back in and asked why she didn't tell me she was giving a large SUV. She said that was all they had.....ummmm you could inform the customer of that. The "supposed manager" said if I wanted something else it would be a 2 hour wait. I told her I had a reservation and it was already an hour past that time. She said if I didn't pay ahead it didn't secure the car. She was incredibly rude. She informed me I could take a car that hadn't been serviced or cleaned. Well, I'm not waiting two hours for a car - so I got the crapper they gave me. The other "supposed manager" came out of her office and those two big ladies bullied me....this is the point where I wanted to call the cops. I then called the 1-800 Advantage number and stayed on the line with a very nice guy in customer service. They were both in front of the counter yelling and talking nasty slang (?). They threatened to kick me out and not give me a car. I let a customer coming in know that things were not going to be good. The 2nd manager threatened to call the cops. I stayed on the phone for at least 10 minutes with customer service - sort of like you would stay on the phone with 911 in an emergency.
I went out and got my compact car and was concerned that the 2 "supposed managers" were going to sabotage my car or damage it on return. I started calling around to check other car rental agencies but was stuck offsite at night and it wasn't a good scenario. The employees outside and I took detailed pics of the car to make sure I wouldn't get unknowingly charged for damages by the 2 "supposed managers". The people outside couldn't have been nicer, along the with the security person I checked out with, and the shuttle bus driver. So, I feel like there are just a few bad apples in the bunch. Not sure how they would have responsibility as managers?
If you like the show "Cops" this might be a good experience for you. If you like incompetence, being bullied, being talked down to, long waits, off airport cars, old equipment, and people mocking and laughing at you and wasting time....then this is your place!
Product or Service Mentioned: Advantage Rent A Car Car Rental.
Reason of review: Poor customer service.
Monetary Loss: $59.
Preferred solution: Full refund.
I didn't like: Customer service disturbingly hostile.