This blog does not intend to ruin a company’s reputation by publishing their clients complain but if it can help my visitors/readers then so be it. It is my intention to warn travelers and maybe this will change the company’s services to their clients and probably hire well mannered employees.
Here’s the email of a friend and a frequent traveler to Sixt.com – a car rental company.
My name is Lewis W. Osborne III and I had placed this rental car order for pick up at the Barcelona, Spain Airport location on 9.25.2010 on your web site; for a vehicle pick up on 10.2.2010.
I therefore request a FULL refund of my entire $832.03 immediately, and will monitor its return date to my account closely.
I had paid 100% of the rental and set up everything for EXPRESS pick up. The billing for 615.91 Euro cleared my bank and I assumed everything was ready to go. I had used my VISA Credit /Debit Card to pay for this booking.
The CREDIT CARD payment cleared my bank as noted below on 9.29.2010
09/29/2010 1:23:55 AM
Point Of Sale Withdrawal SIXT AUTOVERMIETUNG PALMA DE MALL ES – $832.03
When I arrived to the pickup counter, I gave the girl my confirmation EXPRESS ticket and she asked for my Credit Card to confirm the DEPOSIT ONLY. She looked at my card and said that she could not use this for my DEPOSIT, and I asked “Why NOT”??
She said that since it was a debit card she could not use this. The card says debit, but also is a VISA CREDIT CARD as well. This is a DUAL USE card.
When I told her to simply run it as a credit card she refused to do so, telling me that your system would not take that. I asked her to simply TRY to run it as a CREDIT CARD, as I use this ALL OVER THE WORLD for this purpose!!
She refused to even try to run the card and then told me she could not release the car.
I said fine, and then I want my $832.03 back. She advised that she could not refund my money and that I had to request a refund through this e-mail site.
I asked to speak with her ON SITE Manager, and was informed that he was off today, do to it being Saturday.
TO ME, this says that your company lacks any sort of foresight to “customer service” allowing your companies’ reputation to be ruined by an evident “hourly employee” that has NO interest in your company’s reputation or good standing. In addition, your management team (which again apparently has little regard for customer service) is also at fault for not maintaining better oversight of your operations.
But yes your company’s poor attitude and lack of regard for your customers goes even farther!!
I asked for a contact number to your customer service CENTER, and was given a local number in SPAIN.
When I called that number and described my problem, and asked to speak to a manager of customer service, I was informed that they too did not work weekends and there was NO ONE there that could even listen to my complaint.
This is absolutely the most idiotic situation I EVERY encountered with a major company involved in DAILY 24 hour a day operations dealing directly with the public!!
I am appalled that your company has not been thoroughly written up in the public media for such poor service, but I can ASSURE you I will remedy THAT situation!!
To have NO ONE available either neither on the actual site office, nor at your customer service center is unacceptable.
I own a large travel blog, and guarantee you; your poor service and utter lack of concern for your customers will be thoroughly revealed. In addition, I will post a major write up disclosing your total lack of concern for you customers on www.traveladvisor.com which is the largest travel site in the world. Your company will be fully disclosed for what is your complete lack of understanding even the TERM “Customer Service” as well as your poor service and lack of regard for your patrons.