"Missing" plastic panel in a 2006 Chevy Cobalt. What the Hell?!!

I would hate it when a customer wanted to switch credit cards at the end of the rental because he was using the credit card insurance, and since there was no damage, he wanted to use a different card. We just started telling people no! For two reasons: First, the aggravation and knowing that the guy was scamming the system. Because he didn't buy waiver, I certainly wasn't going to do him any favours. Credit card policy clearly states authorization AND purchase must be put through on the same qualifying Credit Card. Secondly, we got burned a couple times with chargeback’s with inexperienced MT's.

How I got around it after telling him it wasn't our policy to switch credit cards anymore, was to say that we had occurrences where after customers had left we noticed fluids (oil, coolant, etc) dripping from underneath the car. And Mr. Customer, if we happened to notice similar damage later after you had returned the car and paid with a different Credit Card, that the Credit Card company would not cover you, because you didn't PAY with the same qualifying credit card. Then you would be "out-of-pocket" for the cost of the repairs. They didn't necessarily like the explanation, because it was usually followed by "well, you've done it before" at which point I would apologize and state I actually used to work for a credit card company and dealt with this from time to time, which would shut them up. Most people would admit they'd never thought of it that way.

If you didn't buy waiver from me, fuck you, I'm not going to help you scam the system. Besides, you fuck something up with a credit card charge, its easy to fix. And it not only gives ERAC protection, but the customer too.

Originally Posted by Unregistered

Fuck! Just use your common sense. Call Vehicle Repair and ask them if its ok if a customer does "anything" to the interior of a car. And if they do anything that can't be cleaned or detailed if that's ok. I mean didn’t you ever charge a customer a detailing fee if the vehicle came back disgusting? Eventually that car will end up on a used car lot. If you wouldn't buy it because of defects in the interior then Joe customer won't either with a few exceptions. You don't need a box or check mark to note interior vehicle damage, genius. Sounds like you were an MT and as such probably weren't aware that before cars go to auction, if required, they are sent to the body shop to do any last minute repairs, including the interior. And chances are that hit your manager’s wallet. So unless your group was working on a different system, your manager was either ignorant or stupid.
We would nail people for cigarette burns all the time. Charged a guy once because his CD got stuck, and he mangled the CD player trying to get it out.

This is the exact reason why I quit ERAC, never rent from ERAC and tell everyone I know not to rent from ERAC. All the employees are angry and think the customer is the lowest form on the earth. Everyone is a customer at one point of there life and you must try and think about that every now and then. I know that the ERAC shit boxes went to auction and I know that my "manager" took hits on damage, but ESQI was number 1 so the customer was almost always right! All I was trying to say is that if there was existing damag in the interior of the car and nobody noticed it before it went on rent but someone does notice when it comes back the customer is screwed. It just doesn't seem right that they walk around the vehicle, look for small dents and scratches and off the car goes, then on the way back, all of a sudden, there is missing plastic pieces, ciggarrette burns, and other damge that was not there before.

You know, the greatest thing about not working at ERAC anymore is the fact that my customers now, like me, enjoy doing business with me and dont scream at me for trying to charge them extra!

And hopefully you realized from working at ERAC that the customer isn't always right. Hopefully you realized most adults are just grown up children.

People at ERAC start out just like you and me. The difference is in time people get worn out from the constant abuse. ERAC doesn't hire angry people. ERAC's "system" turns people angry.

And this is usually due to employees waiving the magic ESQi wand in hopes everything will just "go away" instead of addressing the concern in an intelligent and mature manner, while always trying to give the customer the benefit of the doubt. Having a "YES" mentality is crucial, but not at all cost. The pendulum has swung so far to the left, that employees are afraid to say NO because they know their BRM, ARM won't back them up. This fosters a "Then, who gives a fuck" attitude. As a result, customers walk all over you, you feel like shit and worthless, and you turn bitter and are miserable.

This is bigger then just your group. Hence why every branch bitches about the same (usually legitimate) things. Andy Taylor is fully aware of what goes on. He is directly responsible for his employees and the bullshit they ensure as a result of his operations style. I just hope we can enlighten some people who are in the "green haze" but haven't inhaled yet or those who have sobered up.