Mixed Bag renting from ERAC

[Rental Reject]

Originally Posted by realitycheck

I always hated calling customers that were in deletes and tell them to bring the car back. I understand why the car needed to get to remarketing, but it was such bad service to call a paying customer and say that they needed to bring the car back because it was sold. Some people would flat out lie and say that there was a dealer recall to get the car to return. Pulling deletes from rental is a great example as to which area of enterprise gets top priority. Rental is at the very bottom of the list.

For those of you afraid to switch a customer out of a deleted unit, you can entice them by telling them they dont have to re-fill the gas at the pump. You then say for the inconvenience, you'll just charge them pump price and you will re-fill the gas for them. Since the fuel does not matter with deleted units, you wont actually have to fill it up but you can still apply the gas charge and help your fuel account. It's a win-win for both parties and it helps a little bit against shitheads who dont fill up.

[FailingEnterpriseAdmin]

Originally Posted by Rental Reject

For those of you afraid to switch a customer out of a deleted unit, you can entice them by telling them they dont have to re-fill the gas at the pump. You then say for the inconvenience, you'll just charge them pump price and you will re-fill the gas for them. Since the fuel does not matter with deleted units, you wont actually have to fill it up but you can still apply the gas charge and help your fuel account. It's a win-win for both parties and it helps a little bit against shitheads who dont fill up.

So you're going to charge them for refueling knowing you're never going to do the refueling and your branch will just pocket the money?

[Rental Reject]

Originally Posted by FailingEnterpriseAdmin

So you're going to charge them for refueling knowing you're never going to do the refueling and your branch will just pocket the money?

That's right. We were told to by upper management so: 1) our fuel costs would improve and 2) show a "courtesy" to the customer by having them not have to make a trip to the pump.

[FailingEnterpriseAdmin]

Originally Posted by Rental Reject

That's right. We were told to by upper management so: 1) our fuel costs would improve and 2) show a "courtesy" to the customer by having them not have to make a trip to the pump.

But you're charging them money for this "courtesy" and lying about your intentions.

We'll just call this the "Phantom refueling". It's similar to when you charge a customer a huge mark-up for "refueling" when they return their car, and then you just give the car as it is to the next customer and let them refuel it.

You're lying to your customers and the branch pockets the cash.

[gp65:(]

Originally Posted by FailingEnterpriseAdmin

But you're charging them money for this "courtesy" and lying about your intentions.

We'll just call this the "Phantom refueling". It's similar to when you charge a customer a huge mark-up for "refueling" when they return their car, and then you just give the car as it is to the next customer and let them refuel it.

You're lying to your customers and the branch pockets the cash.

For the record, gp65 doesn't do this.

In fact, we very rarely even mark up the gas- if we even remember to charge for it at all.

When a car is sold, this can mean one of two things - 1- they are pulling it to be sold & 2 - the vehicle is actually sold. The customer is fully aware the car was a rental. However what the customer doesn't know is th abuse that care experienced. In addition with regard to you getting a cheap & unsafe vehicle when I worked in the branch, my branch manager rented cars knowing they were unsafe. ie, bad brakes, tires, steering issues. The bottom line is the profit. Not safety. She would fight with the customer if they returned a vehicle because they felt is was not safe. We rented an SUV to a customer going out of state. This vehicle smelled like vomit. We had the SUV detailed in & out.The smell was in the vents & it was deadly. But you really didn't notice it until you turned the air or vents on. The customer was on the road three hours & realized this smell is not going away & was getting sick from it. He called into the branch, to request swapping out. My branch manager in Sebring Fl. gave him the hardest time & knowing how bad this SUV smelled. It was worse than dead fish. When she stepped out of the branch ,which was all the time, I called the branch where this customer was closest to & begged them to swap him out. They too make it so difficult & the problem with the vehicle was so obvious. This branch has had many complaints from customer & employees to the Regional Manager & higher. She is still there, because the bottom line she is still making a profit & that is all they care about. They su--.