skowse
Aug 30, 09, 12:55 pm
I was lucky enough to snag myself a dirty Avalon with 24K miles and 7/8th of a tank of gas at LAX last week.
I drove up to check out and was asked if I'd like to pay more for my premium car, I declined. The nice young lady then informed me that she would write a note in my file as I might be one of those scum of the earth type people that intentionally take cars from the wrong place. I indicated that I've been picking up cars from the same spot every couple of weeks for the last two years. She kindly pointed out that I was a liar as the computer said I was just Emerald Aisle and I would have been caught by now and a note written in my file. I asked who I should contact in case there was a chance there may be an error and was informed there was no error but I could call reservations and they would put me through to Emerald customer service. I apologized perfusely for any inconvenience I had caused while she delayed me for 15 minutes and thanked her for allowing me to use National.
I get to the 405 in my dirty Avalon, with 7/8th of a tank of gas and 24,000 miles on the clock and decide to call reservations and get transferred to Emerald customer service. I'm told they can't transfer me I have to dial the number directly.....I didn't have a pen handy, so I called the LAX office and they told me I should call reservations and they could transfer me. I called reservations again and they transferred me Emerald customer service.
Emerald cstomer service told me my status was changed by their remote office earlier today. I asked that they change it back, they said they can't. I asked why. They said the remote office made the change. I asked if I should call the remote office and ask them to change it. They told me that remote offices can't change status. I explained this was a bit confusing to me as she'd just told me the remote office had changed it. Unfortunately this must have upset her as she got a little snippy with me. Finally she said she would tell her supervisor that there was some sort of problem and that I'd get notification in 2.5 days. I asked of what? She said our investigation. I asked how they would contact me and she didn't know. I'd arrived at my destination, 15 minutes late for my meeting, so I apologized for any inconvenience I'd caused her, thanked her for letting me use National and told her I would write to Emerald to see if they could correct. She thought this was a good idea.
I wrote to National explaining the day's events, within 24 hours I got an email from St. Louis stating the guys name, my reference number and that my Executive status had been corrected in their system.
I was so relieved to have got my status back. I hope I didn't cause too many problems for them!
Next week I'll be picking my car up from the Executive aisle using my free days that I've accumulated.
I've been too much of a burden on National to warrant an apology or explanation so if any other car rental place near LAX is reading and feels they would offer better customer service please feel free to PM me.
I drove up to check out and was asked if I'd like to pay more for my premium car, I declined. The nice young lady then informed me that she would write a note in my file as I might be one of those scum of the earth type people that intentionally take cars from the wrong place. I indicated that I've been picking up cars from the same spot every couple of weeks for the last two years. She kindly pointed out that I was a liar as the computer said I was just Emerald Aisle and I would have been caught by now and a note written in my file. I asked who I should contact in case there was a chance there may be an error and was informed there was no error but I could call reservations and they would put me through to Emerald customer service. I apologized perfusely for any inconvenience I had caused while she delayed me for 15 minutes and thanked her for allowing me to use National.
I get to the 405 in my dirty Avalon, with 7/8th of a tank of gas and 24,000 miles on the clock and decide to call reservations and get transferred to Emerald customer service. I'm told they can't transfer me I have to dial the number directly.....I didn't have a pen handy, so I called the LAX office and they told me I should call reservations and they could transfer me. I called reservations again and they transferred me Emerald customer service.
Emerald cstomer service told me my status was changed by their remote office earlier today. I asked that they change it back, they said they can't. I asked why. They said the remote office made the change. I asked if I should call the remote office and ask them to change it. They told me that remote offices can't change status. I explained this was a bit confusing to me as she'd just told me the remote office had changed it. Unfortunately this must have upset her as she got a little snippy with me. Finally she said she would tell her supervisor that there was some sort of problem and that I'd get notification in 2.5 days. I asked of what? She said our investigation. I asked how they would contact me and she didn't know. I'd arrived at my destination, 15 minutes late for my meeting, so I apologized for any inconvenience I'd caused her, thanked her for letting me use National and told her I would write to Emerald to see if they could correct. She thought this was a good idea.
I wrote to National explaining the day's events, within 24 hours I got an email from St. Louis stating the guys name, my reference number and that my Executive status had been corrected in their system.
I was so relieved to have got my status back. I hope I didn't cause too many problems for them!
Next week I'll be picking my car up from the Executive aisle using my free days that I've accumulated.
I've been too much of a burden on National to warrant an apology or explanation so if any other car rental place near LAX is reading and feels they would offer better customer service please feel free to PM me.