Alamo Rent A Car review: Assistance service

Dear Madame or Sir

date : Sept 2nd 3.00PM

location : Gila Bend AZ

contract N° : [protected]

After picking up the car 30th of August at Phoenix Sky habor, we started our Holidays as well.

Saterday September 2nd, I needed to refuel the car; so I stopped at Gila Bend Chevron gas station to fill it. Then, I can't open the fuel flap which seemed to be blocked. I asked people at the gas station for a help and as they can't decided to call assistance. The first contact was very coll and the employee said me :

"no worries, I send you a tow and a taxi to bring you back to Sky Harbor"

At this moment, I wasn't worried regarding the answer of assistance.

After 3 hours waiting, the tow arrived; asked him if I can go with him in the truck and said me "no". So I called a second time assistance, and another employee assured me of the arrival of a cab.

So any worry, the tow truck picked up the car and brought it back to Sky Harbor PHOENIX.

It was 6:00PM and I wait for the taxi/uber... but nothing arrived. Seeing nothing coming From 7:00PM to 11:00 I called 13 times your assistance... some tried to help without feed back, some hang up voluntary and some confirmed that a taxi was coming!

I gave my phone number (they don't want), phone number of the gas station (don't want) adress ... So I can't understand in 2023 that it was not possible to send a car at a precise adress! And when I said to one of them "I don't feel safe because of the night" I got a lunar answer "call the police!"

At 11:00PM, with my partner, we decided to find a hotel at Gila Bend for the night = 1.3 miles by feet with luggages in the dark

Sunday morning from 7:00AM to 9:00AM called 3 more times your assistance

with each time the same speech. We tried to take a shuttle, but office of shuttle was closed (sunday)

At the end, we get lucky because the receptionist of the hotel told our story to her manager who by chance was there, and SHE proposed us to drive us back to Sky Harbor Phoenix with her car!

Arrived at Sky Harbor your Customer Service Deck was emphasize when I explained the story for the 19th time and can change the car and she proposed us a discount on the initial price, which was a minimum regarding our situation which has been very stressful.

I can resume my story like this, for a single technical issue: fuel flap blocked

1- you take better care of your cars than your customers : 3 hours for a tow truck, never seen the bumper of a taxi after 18 hours waiting.

2- it's unbelievable you let your customer in the middle of nowhere, and that you NEVER call me back = you can verify, I called you 19 times, had 19 different people on line. Some of them are liers and it's unacceptable!

3- I think that I do have to call the police and regarding our situation, probably will have a taxi in 30 minutes!

4- we loosed 1 day of costly vacation for us, paid 125$ for an hôtel we don't want to go, paid 100$ to the good Madam who drove us back.

5- And finally, I'm pretty sure if I was an american guy, you'd already have a complaint in court for leaving people on the side of the road. I'm wondering today...

I really I don't wish you to find yourself one day in this situation in France with people who don't understand you well and who leave you to fend for yourself.

Hope that I will receive (as a minimum) a concreet answer to this complaint I made a copy. If not, i will send it to your headquarters ; I work for an american company and it will be easy to get the good adress for.

Regards

LAURENT KOENIG

275 CHEMIN DES ROARDS

84830 SERIGNAN DU COMTAT

FRANCE

+33 6 [protected]

laurent.[protected]@aliceadsl.fr

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