LPCJr
Jun 29, 06, 11:36 am
I've mentioned in previous threads that I always have problems at the Wilmington (De.) Amtrak Station. Basically, even though the place offers "Gold Counter" service, my paperwork is NEVER ready when I get there (I rent there about once a month). This has been going on for about the last 18 months. Every time I rent, I follow up with an email to customer relations. I get the usual boilerplate apology, which is a blow-off, but I've also always gotten $25 or $50 in coupons, so I've never pressed the issue. I figured, if they want to send me coupons, that's fine.
Anyway, I wrote to them this week and got a somewhat different response:
______________
Dear Mr. LPCJr:
Thank you for your E-mail regarding your June 19 rental. We appreciate the
opportunity to review your concerns.
We sincerely apologize for any inconvenience you have experienced at our
Wilmington location. Local management makes every attempt to accommodate
our Gold customers so they are not delayed. However, during peak rental
periods, at some locations such as the AmTrak Gold Counter location in
Wilmington, it is sometimes difficult for us to accomplish this. We have
discussed this matter with the appropriate management and we have been
advised that every effort will be made to ensure your future rentals at
this location are prepared in advance and waiting for your arrival.
Your courtesy in bringing this matter to our attention is appreciated.
Thank you for your business and this opportunity to improve our service.
______________________
No coupons this time. To me, this answer is a joke. It's basically saying, "we offer Gold Service, but not if we're busy." Can you imagine if places like MSP, ATL, ORD, PHL, etc. didn't offer Gold Service "during peak rental periods." I might buy this if it was the first time, but it happens EVERY time. And, I don't buy the part about it being "difficult" for them to accomplish. This place has maybe 20 cars at any given time and there's never anyone at the counter waiting. So what are they so "busy" doing?
I'd like to know if anyone has thoughts on how I should follow up. Should I write back and tell them that their answer is a joke? My whole point here is that if hertz.com says that a location offers Gold Service, then I have every right to expect it EVERY TIME I rent. If they can't handle that, it should not be a Gold location.
Anyway, I wrote to them this week and got a somewhat different response:
______________
Dear Mr. LPCJr:
Thank you for your E-mail regarding your June 19 rental. We appreciate the
opportunity to review your concerns.
We sincerely apologize for any inconvenience you have experienced at our
Wilmington location. Local management makes every attempt to accommodate
our Gold customers so they are not delayed. However, during peak rental
periods, at some locations such as the AmTrak Gold Counter location in
Wilmington, it is sometimes difficult for us to accomplish this. We have
discussed this matter with the appropriate management and we have been
advised that every effort will be made to ensure your future rentals at
this location are prepared in advance and waiting for your arrival.
Your courtesy in bringing this matter to our attention is appreciated.
Thank you for your business and this opportunity to improve our service.
______________________
No coupons this time. To me, this answer is a joke. It's basically saying, "we offer Gold Service, but not if we're busy." Can you imagine if places like MSP, ATL, ORD, PHL, etc. didn't offer Gold Service "during peak rental periods." I might buy this if it was the first time, but it happens EVERY time. And, I don't buy the part about it being "difficult" for them to accomplish. This place has maybe 20 cars at any given time and there's never anyone at the counter waiting. So what are they so "busy" doing?
I'd like to know if anyone has thoughts on how I should follow up. Should I write back and tell them that their answer is a joke? My whole point here is that if hertz.com says that a location offers Gold Service, then I have every right to expect it EVERY TIME I rent. If they can't handle that, it should not be a Gold location.