First poster,

Unfortunately, your story it WAY too common. Below is a message from a disgruntled renter to the RVP of my region (Steven Nelick 15NN), and his forward to the employees of the region. It shows how we (ESPECIALLY Steven Nelick) LOVE to turn a blind eye and a deaf ear to your problems. Read how Steven spins this systematic problem into a success story for our Region. HE DOESN'T CARE ABOUT YOUR REAL PROBLEM PETE.

And how embarrassing is this for Ryan Wilson, the Berwyn branch and the rest of DD upper mgmt. that Steven rolled this tongue-in-check message to our entire Region. What a joke. Don't you take Customer Alerts seriously Milwit? They come straight to your inbox!!!!!!! Don't worry he won't be getting in ESQi call against DD b/c you couldn't even get in in a rental. NN will go down on him to make sure he is completely satisfied.

Enjoy...

p.s. The poster who said many of our customers are low-life scum is also dead on correct. Ignorant people suck.


* * * * * ** *


Dan, WAY TO GO on wowing this customer. I appreciate your ability to give awesome service.

Steven



--------------------------------------------------------------------------------
From:
Sent: Friday, July 06, 2007 8:54 AM
To: Nelick, Steven H
Subject: Positive Experience after a Terrible One





Hi Steven,

I rented a car from the Berwyn, IL branch this past Monday and had a terrible experience ...long story ... I called the 800 number to complain and eventually they got me to Allie in Highland Park who said she would take care of me. I am really writing this e-mail to sing the praises of Dan Cliff of your Deerfield branch. I showed up after hours and he was able to switch cars for me on the spot ... Now that is what I call customer service ... He renewed my faith in your company. I have several reservations coming up and I can only hope there are more Dan Cliffs' in your network !!! I am waiting for a call back from Ryan Wilson who is supposedly the regional manager for Berwyn. It looks like that zone needs lots of work since the person said I would get a call back within an hour and that has not happened. It's funny because when I called the 1-800 number to complain they said somebody would get back to me in 48 hours and that was Monday ... Food for thought ...Don't promise what you can not deliver !!!!

GO DAN !!!!

Regards,

Peter