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Old October 22nd, 2003, 02:28 PM
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Default Do Not Rent From Dollar Rent A Car in Miami

Do not rent from Dollar Rent A Car after your cruise in Miami. You will either fight your way to board the bus or wait a long time. You risk getting hurt fighting your way to
board or lose your luggages or have it/them stolen. Below is a letter I am sending the CEO of Dollar Thrifty Automotive Group.

Dan

--------------------------------------------------------------------------------------------------------------------
Joseph E. Cappy
Chairman of the Board and Chief Executive Officer
Corporate Headquarters
Dollar Thrifty Automotive Group, Inc.
5330 E. 31st Street
PO Box 35985
Tulsa, OK 74153-0985
918-660-7700

Dear Sir:

The reason for this letter is to inform you of the problems I
experienced recently with your Dollar Rent A Car office near Miami airport
that have steered me to not rent from Dollar Rent A Car again. The first
problem I had is in the passenger pickup by your shuttle bus at the Miami
cruise port. There was no orderly entrance to the bus! My group was the
first inline. However, since your bus drivers did not in any way enforce an
orderly entrance to the bus, mass of people just rush on the bus when he
swung the door open. My group of nine people with one two-year-old child
was unable to board the several buses that came. We had to wait for more
than two hours when we decided that we cannot wait any longer and must board
the next bus. I walked out to meet the bus driver before he arrived at the
pickup point and told him that he must enforce an orderly entrance to the
bus because we were the first inline, we waited more than two hours, and
needed to get on this bus. Yet when he came, he just swung the door open
and stayed in his chair. Part of my group got on the bus, with much
difficulty, because others were also fighting their way to get on. The
driver finally announced that the bus is full while several in my group,
including me, were still on the ground. I told him that in no way was I
going to leave my child on the bus to wait for another one. The rest of my
group got on the bus and literally had to sit/stand on the luggages for the
twenty minutes ride to the Miami airport office. Yet the ordeal is not
over. During the confusion of getting off the bus and removing luggages,
with little help from the driver from orderly or safety standpoints, one of
my bag "became missing". My group walked around and finally found it with a
woman traveling with a group of people from the Bahamas. The woman claimed
that it is hers and had the nerve to place her name tag on it. I had to
call the police in to help and one of my party yanked the zipper open and
forced her to prove that it is her bag; she finally gave up and we took our
bag back. If the boarding and unboarding of the bus have been orderly, my
group would not have to wait for the unreasonable amount of time, not fear
for our safety in boarding the bus, not have our bag stolen!

My second problem is being forced to wait for the right van by your
staff "xxxxxx" (I only know his first name) who talked to me. After
standing in line for a good hour, xxxxxx waited on me for my full size van.
He asked if an eight-passengers is good enough in which I replied that it is
OK as long as it is a full size van because we have many luggages. To my
surprise when I walked to the van that it is a minivan. I returned and told
xxxxxx that the minivan is not OK and he said that it is an
eight-passengers. I told him that I reserved a full size van and needed
one. At this point he told me that I will have to wait 45 minutes to an
hour for a full size van because he does not have one on the lot without
checking anything. I asked him "what good is a confirmed reservation then?"
He told me to sit down and wait or "you will be standing a long time." He
proceeded to wait on the next person in line. I objected and used my cell
phone and called the Dollar Rent A Car in Miami Beach and asked them to
check if there is a full size van in the Miami airport office available.
The agent said there was (I was not surprised) and I explained to her my
problem. I asked to talk to a manager, at which time, xxxxxx promptly
turned to me and asked for the minivan paper work to change it to a full
size van. It took only a few minutes to change the paperwork. I can only
conclude from this that xxxxxx did to me and your customer perception a
great big disservice! He refused to change the minivan to a full size one
promptly, forced me to wait because I did not accept the minivan, and only
changed the van after I know there is a full size van available.

I hope that after reading this letter you will correct these problems in the
Dollar Rent A Car Miami airport office. Thank you.
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Old October 22nd, 2003, 06:06 PM
Alice
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Default Re: Do Not Rent From Dollar Rent A Car in Miami

Wow - sorry you had such a bad experience with Dollar. We rented from them for our July cruise and was very happy.

We even got a free ride to the port the day of the cruise.
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Old October 22nd, 2003, 09:23 PM
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Default Re: Re: Do Not Rent From Dollar Rent A Car in Miami

Is it really the fault of the rental car company for the bad manners and outright rudeness of their customers? Sounds like that is where the problem lies.
Jim

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Old October 23rd, 2003, 12:52 AM
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Default Re: Do Not Rent From Dollar Rent A Car in Miami

Are you saying that I'm rude and with bad manners? Or are you saying the people who rush the bus? Either way it is the fault of the driver in not controlling the orderly boarding of his bus; his inaction caused me to lose time, the discomfort of my child, and the loss of my bag. Remember this was not only with the driver of the bus I boarded but of all the buses that came before with different drivers. I travel for my work and rented cars from the major car rental companies such as Avis. With Avis, before I am allowed to board the bus, the driver will check who is first and check the paperwork or confirmation number. The Avis driver controlled his bus; Dollar in my case did not!

Carnival has ships coming in and out of Miami every Saturday, and on the Saturday I returned there were the Triumph and the Imagination. There were lots of passengers disembarking. Nevertheless, I cannot think how Dollar has not faced this problem before and has not figured out what to do. The problem is with Dollar not its customers.
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Old October 23rd, 2003, 02:14 AM
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Default Re: Do Not Rent From Dollar Rent A Car in Miami

While the rude people at the pier are, well, rude and obnoxious, what gets me is the lack of customer service at the rental agency itself! I think you have every right to complain about that! And I hope that you at least get a response to your letter.

Money talks!

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Lisa
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Old October 23rd, 2003, 10:42 AM
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Default Re: Do Not Rent From Dollar Rent A Car in Miami

Hi Plano97
Had a similar problem with Dollar Car Rental in Houston at Hobby Airport on the way to a cruise in Galveston. Waited over an hour with other passengers to be picked up and taken to the off airport Dollar office. The people at the desk were rude and very slow in processing my car. Having a reservation seemed to have no relationship to the type of car they were offering. I reserved a certain class of car and they did not have that class and wanted me to pay for a higher class of car. After much dicussion, they agreed to upgrade at no cost. Also a man standing in the next line was having a similar problem and was very angry since he was renting a car for 7 days and traveling a long distance. Since i was only renting for a day, I told them to give him my car and that i would take the compact model they had for his family. Am sure that these problems occur at all rental agencies, but the difference is how they are handled. Dollar gets an "F' for customer service in my mind.........and I assume in yours also. Thanks for prompting me to express my frustration at Dollar also.
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Old October 23rd, 2003, 07:06 PM
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Default Re: Re: Do Not Rent From Dollar Rent A Car in Miami

No Plano, you are not the rude one at all. It is those that rush the bus and push the pol;ite folks like you out of the way that are rude and inconsiderate. As for the bus driver not being able to control it, it is pretty hard for him to do anything really. He can't physically toss them out the door and from the discription you gave of these customers I doubt they would have listened to the bus driver. It also amazes me that many of these rental agents at these car places are.....well, dumb. <G> Sorry but I don't know what else to say. Not all of course but there have been times I have had to explain how the rental contract is supposed to be filled out and how to add simple figures when I am the customer and they are the person that is supposed to know and understand the concept.
Jim

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