Bad Experience in ABQ
 

I had a poor experience at the Dollar rental counter in ABQ last week. The short story is that ended up leaving and rented with Avis. The long story follows.

It began pleasantly enough. I arrived at the counter with my reservation for a full-size vehicle, quoted at approximately $66 all-in for two days. I was told that all of their full-size cars they had planned to have available had been returned with damage, and that I could have a mini-van or convertible, or be upgraded into a Chrysler 300. I said yes to the Chrysler. He proceeded to write up the contract, and we chatted about the experience of driving a Chrysler 300.

No problem until I am initializing/signing the contract. My eyes drifted over to the final price, which is now over $116! No mention of a price differential had come up at all. I vigorously protested. The agent said that by using the term "upgrade", I should have realized that he was going to charge me more. I told him that he had never mentioned any increase, and I also pointed out that they had no cars in the class I had reserved, just other vehicles in different classes (minivan, convertible) at the same rate. Our conversation quickly degenerated into the following cycle;

Him: What do you want to do?
Me: Honor your promise. Rent me the Chrysler 300 at the $66 all-in rate.
Him: I can't do that. The mini-van or convertible are available at that rate, but not the 300. You can't expect me to give you something for free.
Me: Free? I am willing paying the quoted price. I don't want anything for free. I just want you to honor your promise.
Him: I can't do that. What do you want to do....... (And so on).

Ultimately, he tires of trying to resolve the situation, and CANCELS MY RESERVATION. He is not willing to rent to me at all anymore. I obtain his name, and the name and number of his boss. Luckily, Avis still has a record of a reservation I had made and canceled for the same location & dates.5 minutes later I take my bags away from the Dollar Desk (which I had left in a fit of protest), and find my car and drive off.

There was not enough of an effort to explore alternate solutions. There was a sign "50 % off your upgrade for <attendees of local event>". I was an attendee, and I might have considered the 50% off, but it was not even offered.

The worst part of the experience was that there was no remorse or any attempt to apologize. Whether I was mislead intentionally or accidentally, the fact remains that it could have been avoided had he simply explained the price increase upfront. But he refused to acknowledge that.

A voice mail left on Friday afternoon with the Station Manager has gone unreturned.

(BTW, I am not looking for any compensation. I just felt that this type of experience should be reported. )