Admin,
Did you ever ask to sit down and discuss your reocurring issues with the branch manager? I know he/she must have marketed to your company to make sure they where doing everything they could to retain your business. Perhaps the two of you could have come to a solution to resolve the problem, i.e. calling the manager directly to set up your reservation due to your need to have an exact car size with a certain level of fuel ready to go for you on time everytime you needed a rental. I realize your response to this would be that this should happen for every customer and believe it or not it does in most branches across the different groups. It sounds to me like you had a bad experience but that because it was never brought to the managers attention until after the fact they could not correct it for you. I realize that you made your issues plain to the MT that you were dealing with at the time but please understand that the typical MT does not have the ability or the experience to fix all of the problems of the branch and may in fact carry the negative attitudes that I see reappearing over and over on this web page. They may have spun the issue to the manager and even the area manager in a different light and it becomes a he said she said issue...once again after the fact and therefore causing us to try to compensate you financially which in your case was not going to solve your problem.