As a very frequent renter (364 days out of the year), I'm well aware that off airport locations frequently do not participate in certain promotions. But those off airport locations have ALWAYS provided miles for the basic rental. Well, when I noticed I had not received my miles for my last 2 rentals at an off airport location in the San Jose area, I emailed customer service and after the usual delay, got the usual non-response. I emailed again and got the usual response that one must allow 90 days for any miles to post. Then out of the blue I got an email that said the off airport location does not provide miles. That was news to me since I've rented from that location not infrequently and have received Southwest, Delta, etc. miles.

I contacted the off airport site and they professed not to know anything about it, eg that they no longer offered ANY miles. They contacted their district manager and were told, yes, that is true.

Obviously I more than a little ticked. During the reservation process, no where was it indicated that anything had changed.

Just another episode of "wonderful" customer service.