s0ssos

I go to pick up the vehicle, and was not allowed to have the Ford Expedition. Even though they have one. And even though my reservation for full-sized SUV states "Ford Expedition".
Was explained by the branch manager that there are 3 types of full-size SUV, and obviously I was given the lowest.
Also was told that it states "or similar" in vehicle classification (actually the app just stated Expedition before the rental, not or similar. And full-size on the website is Tahoe or similar).

Ironically prior to this was told by the manager I was a very valuable customer (eg executive elite).

I guess I could complain to customer service and probably get a free day or something. But funny how my reservation is valid for the Expedition but I wasn't allowed to get the expedition (the desk agent said those were reserved for customers. Um, I am a customer and have a reservation. I guess "other customers".

I guess one of those non-airport branch issues.

BigJC

I ran into the same thing @ National PHX. Reserved a Premium SUV (Chevy Suburban) and was given a Tahoe (full size SUV). Had no choice but to take it at the time. Manager said there was no difference in price even though I could bring it up on the app ($20/day). When I wrote in to complain I got the same response that I had got what I reserved and the Tahoe and Suburban were the same thing.

jizen

What did you end up with? Maybe that was a Expedition MAX, or a platinum Expedition saved for someone else.
A personal relationship with branch manager or revenue weighs more than status at local branches I guess.

xienon

very possible it was a Expedition MAX, which is a premium SUV

aww3583

My thought as well. I’m very friendly with staff at my local branch to the point where I can request just about anything, and get it.

Company forces me to book a midsize reservation and the counter reps open the drawer and say “what keys do you want?” However, extended SUVs (expedition max, suburban, Yukon XL) are off limits. They’ve been extremely generous with upgrades, but if I want one of the premium SUVs, I have to reserve one.

s0ssos

So I got an Armada. I wasn't given the option of the Suburban or Expedition (don't think it was a Max). I hate the Armada cause it guzzles gas like a SUV made decades ago.

Of course, at the airport I have gotten an Expedition Max before when reserving a full-size SUV.

And the whole "premium SUV" thing doesn't really make sense. Sometimes they "upgrade" you to a junky Mercedes SUV, cause that is "better".

I would say Fords should be "premium" cause their SUVs are better. The Yukon XL is still just a gussied up Chevy-it isn't til you get to the Escalade that it is actually nicer (and then you can hear the creaks in the poorly made vehicle, it just has an image with it).

JasYHZ

So from what I can read here you booked an FFAR (Full Size SUV) and received an Armada (in the FFAR class as well as a Tahoe, Expedition, Yukon and Wagoneer). The Expedition you saw and weren't allowed to take might have been an Expedition Max (PFAR class). There could have been an actual PFAR reservation (and that was the only one the location had); if you had confirmed it was a shorty Expedition than there should have been no reason for you not to have been accommodated (unless they also had a very long term FFAR reservation and the Expedition you saw was being held for that as it may have been newer, lower mileage etc.); there could have been a million reasons why it wasn't available.

The fleet situations at non-airport locations are often quite different than an airport branch; we many times will assign a PFAR to an FFAR rez (I'm doing it this morning actually) because I don't have an FFAR on ground. Reading between the lines I feel that the location could have explained a little better why they couldn't offer you the Expedition but at the end of the day you did receive exactly the class you booked with personal vehicle preferences likes/dislikes aside.

xienon

"Premium SUV" doesn't actually mean it's more premium than a full size. Premium means bigger (Expedition MAX and Suburban has more cargo space than Full size SUV). Premium sedan is simply larger than a Full size sedan, it doesn't have more features/luxuries. If you want luxury, those are the "Luxury/Elite" classes

s0ssos

Well, that goes back to the "you get what you booked" and elite status doesn't matter.
I think the reality is that they probably had customers they knew, and would reserve the nicer vehicles for them. But they didn't want to say it out loud. So made up some other reasons.
And I feel at the small non-airport locations the relationships do matter (whereas at airports they seem not to. I found it ironic the VIP customer whose name was announced to everybody had to wait for an agent, and then get escorted to a junky vehicle).

s0ssos

No, that would be presuming vehicle categories actually made sense
Because luxury vehicles to National just means some German model (be it Audi, BMW, Mercedes), which usually actually have no features or luxuries and are basically the bare minimum (as of a few years ago their BMWs might not even have rearview cameras).
A fully loaded Ford Fusion may have heated seats while your "luxury" BMW wouldn't (and in Canada it seems even the small vehicles get heated seats, I'm going to guess cause that is considered a necessity there).

But going back to "premium SUV", what is a Cadillac Escalade classified as? =P Or a Range Rover, cheap edition?

s0ssos

Actually I realized convertibles are another one where there are no categories. But obviously the BMW convertible is probably a little different than a Ford Mustang convertible.

Sneeaky

Historically the BMW convertibles (Z4, 430i) are classified as Luxury Convertibles vs. just Convertibles and have a separate internal code to which they're charged differently. Based on what I've seen on the Enterprise website, it's still seems to be the case

s0ssos

But I have never seen National with another class of convertible. Internal codes are irrelevant if they cannot be booked? Well, irrelevant to the customer.

Sneeaky

Remember that National is owned by Enterprise Holdings, hence why there's a lot of crossover; why do the same work twice. National typically doesn't have access to the Exotic fleet like Enterprise does hence why the other convertibles aren't typically available. There have been exceptions though e.g. LAS

s0ssos

Can you tell me dates at LAS so I can see it myself? Checked a few far into the future and only 1 convertible category.