Quality Car and Van Rental / Failed to rent us a car
Quality Car and Van Rental - http://qualitycarandvanrental.com/
Our experience with this company has been bad. Had we checked the BBB site and found their rating 'F', we wouldn't have reserved any thing.
Below is part of our communication with the company.
Dear Quality Car and Van Rental:
We made a reservation for a car with you on Feb. 12, 2007. See below for a copy of the confirmation email your company sent us. However, we didn't have a car when we arrived at the Ft. Lauderdale airport at 12am on April 1, 2007. You only said that you don't have a car for us. Not even a word of sorry. We had to rent a car from Payless for a lot more than what you had promised. You failed to notify us that you didn't have a car for us on the day of travel. You failed to make an effort to get us a temporary car, or offer a temporary solution.
Below is what you posted on your website about yourself:
During his career he became disillusioned with the treatment that coworkers and customers alike we subjected too. He was amazed at how companies advertise the fact that the customer is their life blood and how customer service was their number one priority, the treatment of these same customers was very impersonal. This brought the sad truth to light and soon he made the decision to open his own rental car company.
As a customer, I don't see anywhere that you are taking care of your clients in a manner fitting your claim. We have filed a complaint with BBB.
The BBB that will handle your case is:
BBB Serving Southeast Florida and the Caribbean
(West Palm Beach, FL)
2924 N Australian Ave.
West Palm Beach, FL 33407
Email: info AT seflorida.bbb.org
It has been a long time. We lost the company's reply.
Below is our response to your letter:
We read the responses from Quality Car and Van Rental. There are major discrepancies:
5. The pickup time clearly indicated at 12am. They offered and agreed to this pickup time at the time of ordering.
6. The car should be ready for pickup and associates should be available at that time.
7. They failed to notify customer when you know they don't have a car for this order.
8. We phoned the company before and after the reservation, specifically regarding this pickup time. We were assured that the rental office don't close till 2am. It would be a breech of the contract if the call were routed to an answering machine at the agreed pickup time.
We were very disappointed at the response. We also run small business. We know it is difficult. At the time of ordering, we specifically gave the company a chance, compared to many large companies. When we arrived, the person who answered the call told us the reason: due to a failed return by another client, they didn't have a car for us to rent. It was not the office hour they stated in the response letter, it was not our oversight.