Group 15 Customer Horror Stories

[hekiliko'olau]

Originally Posted by Unregistered

this didn't happen in group 15, but here it goes.
lady booked a deal for a scar WES on friday at 5pm
she had a free WES coupon she had won at a raffle
being the typical ERAC friday, all the scars and fcars were booked for the weekend and the only vehicle available was a MVAR...i wasn't worried about it, i figured the free upgrade would be a bonus.
i was wrong...when the lady came in and i informed her that her vehicle would be a van, she burst into tears, telling me i wrecked her weekend and that i was a liar.
i patienly explained to her the circumstances, that a van typically cost more, but she wasn't hearing it. a full grown professional woman crying because her scar was a mvar.
being a friday at 5:30, my compassion for her was little...i could understand if i had no vehicle for her...but the nearest branch was 1.5 hours away and the van was perfectly fine and brand new.
I held my ground and said sorry, but a van is what you got.
she insisted on calling my ARM...long story short i ended up waiting till around 7pm for a scar from the closest branch. and of course i was instructed to apologize profusely and kiss the customers ass.
fugging disgusting

Crying about a FREE car to use for the weekend? Typical.

Originally Posted by takeaguess@who

okay to your little horror story.... about the scar and mvar... if it was me i wouldnt want no stank ass mini van either.. that is not an upgrade unless i got three kids and im driving'em around to soccer games.... the customer should get what they asked for...ie... the whole point of a reservation... you dont make a reservation at a restaraunt for 5 people and walk in and have them say ohhh we only have a table for four available... wouldyou take that? no didnt think so you made a reservation for 5 at a table for 5 not a reservATION for five at a table for four... yes erac might consider a minivan an upgrade from an scar.... but honestly who wants to drive around one of those...and stop bitching its your job, yes you should kiss the customers ass you are in cutomer service dickhole... think about that one... why dont you try putting yourself in the customers shoes.... look at it from a different perspective... and suck it up and grit your teeth... thats how the world revolves....

lol at you unemployed sheeple
i didn't work there then or now, it happened yrs ago

[hekiliko'olau]

Originally Posted by Unregistered234324

lol at you unemployed sheeple
i didn't work there then or now, it happened yrs ago

what's a sheeple?

This has to be the best one that I saw while I worked for Enterprise, there is a back story first.
One day, my MA and I were washing a car together talking about the job and the some of the stupid customers he had seen. He goes on to tell me that earlier in the week, he had to deliver a cargo van to a customer at a dealership. He said when he asked the guy for his credit card and license, the guy threw a fit about it and refused to give my MA the information. After going back and forth, the customer proceeded to throw the clipboard on the ground to which my MA demanded that he pick it up. Eventually, I guess he ended up renting him the van once he got the DL and CC. I sort of laughed the story off as a little fabricated BS until a few days later...
It was a Saturday, and of course, we were busy. I worked at a branch with a 180 car fleet that is surrounded by dealerships and body shops. A middle aged guy with glasses and a Yosemite Sam mustache comes up to register and says, "I'm here to rent my truck." I say okay and noctice he was dropped off by a Ford shuttle van and ask if he or Ford is paying for the rental. Immediately, he starts giving me attitude about I how should know that already. I ask him if he has a PO number to which he responds that he does not but that Ford is paying. I tell him I need to call the dealership to get the number and he starts sighing out and looking all pissed off. Of course, it takes a few minutes for the service department to actually answer the phone and when they do, they ask for him for some reason. He gets really annoyed and says that he doesn't understand why they didn't just give me the number. I proceed to ask for his driver's license and credit card to which he responds with the classic line, "They are paying, why do I have to give you a credit card?" I proceed to explain why we need one, and if my memory serves me correctly, he produces one. I then ask what kind of car he has in for service to which he responds that "That's Ford's business. Not yours." I then tell him that we like to know because when we follow up with our dealerships and customers, we can get a estimated repair date, etc. Of course, all the while he was telling me to hurry up and I could feel the sweat breakout as I searched the F6 screen only to find we had no pickup trucks. Well, he didn't have a reservation for a truck and was just dropped off by Ford, so I figured I'd have to get him a car anyway. My BM saw how agitated this guy was getting and stepped in to help. It turned out to be the same cargo van dealership customer who threw the clipboard down the week before. When he found out we didn't have a truck, he started swearing at my BM to which he was explained that while someone may have told him at Ford he was getting a truck, we were never told nor were we going to do it for the $28 PO. It turned out he still was renting the cargo van, so we couldn't rent to him anyway. Eventually after all the swearing and yelling, my BM told him we were not renting him a car and kicked him out of the store. The best part of the story was the guy's name: Joseph A. Nasti
I was so tempted the entire time to be like "Well, My Nasti..." but didn't want to look like a smart ass in front of my other customers.

A couple more short customer horror stories:

!.) There was a body shop customer who came in a few times while his car was being repaired and proceeded to make lewd, disgusting comments to me and my fellow co workers. For example, while driving him to the BS one day, he says how hot two junior high girls are as they are riding their bikes down the street. Also, while checking him into a car he gets upset after the girl (who is very cute) is called into the BM office and I step in to finish the transaction or interaction rather. :) He asks if she is working on getting a raise to which I respond "No, they are having a meeting." Once outside, while telling him I have to do a walk around on the car he asks if I said "reach around." As I bend down to inspect the car, he asks if I was trying to show him my ass. He then proceeds to ask if we smell the stains on the seats of the cars and if he were to "bang a bunch of hookers" in the bed of the truck would we just hose it down afterward. WTF??? I had him sign off on everything and explained to him he would be charged a detailing fee if any of the said events occurred and be facing legal action if he were caught. I then went in the office and put in the callbacks. "Customer should be a registered sex offender. Beware when renting to." Of course, my BM eventually saw it and was all pissed off not only for that but the fact that the next time the customer came in we stuck him in a smaller car when he was indicating he wanted to be upgraded. I guess making money was more important than employees well being or safety hence, why I no longer work there.

Last one...
I walked into the service area of VW to pick up a customer only to see this very well dressed middle - aged lady standing the counter talking to one of the service writers. Once she was told that she was getting a rental car from Enterprise, she completely lost it and said she was told that the next time she needed a car she would most likely be given a dealer loaner. She didn't want an Enterprise car because we didn't have anything similar to her VW Passat which was BS because we've had them in our fleet. She also indicated that someone from Enterprise ruined a suit of hers because of a pen. It was little hard to understand her because she was literally freaking out in the middle of the service center. Eventually, she demanded to see the service manager but was told all the loaners were gone and that she would be using Enterprise just like everyone else. You could hear her through the closed door as she her shuffling back and forth, throwing her arms up, etc. Everyone watched in amazement at how childish this woman was acting. I silently thought to myself I hope on the ride back "You Can't Always Get What You Want: by the Rolling Stones is on the radio because I'm totally giving her a Cobalt for acting like such an ass. Well, she ended up getting a loaner because the service manager was sick of her whining. Now whenever she pulls that crap again, she will be rewarded for it, and the cycle will repeat. Thus, anyone still unfortunate enough to work for ERAC, resist the urge to give in to these whiny customers and treat them like the toddlers they are.

You clearly work at 1512. If I were you, I would watch out with the stories because managers read these forums...as well as ARMs and corporate people. Back when I worked for ERAC, I had quite a few conversations with co-workers about this forum. Just a word of warning.

Originally Posted by Entersuck

You clearly work at 1512. If I were you, I would watch out with the stories because managers read these forums...as well as ARMs and corporate people. Back when I worked for ERAC, I had quite a few conversations with co-workers about this forum. Just a word of warning.

I no longer work for ERAC and could care less what they read. It is all true, and they can probably figure out who I am anyway if they really wanted to. However, they should be working on their retention numbers instead.
Thanks for the advice.

Originally Posted by Unregisteredgreenergrass

A couple more short customer horror stories:

!.) There was a body shop customer who came in a few times while his car was being repaired and proceeded to make lewd, disgusting comments to me and my fellow co workers. For example, while driving him to the BS one day, he says how hot two junior high girls are as they are riding their bikes down the street. Also, while checking him into a car he gets upset after the girl (who is very cute) is called into the BM office and I step in to finish the transaction or interaction rather. :) He asks if she is working on getting a raise to which I respond "No, they are having a meeting." Once outside, while telling him I have to do a walk around on the car he asks if I said "reach around." As I bend down to inspect the car, he asks if I was trying to show him my ass. He then proceeds to ask if we smell the stains on the seats of the cars and if he were to "bang a bunch of hookers" in the bed of the truck would we just hose it down afterward. WTF??? I had him sign off on everything and explained to him he would be charged a detailing fee if any of the said events occurred and be facing legal action if he were caught. I then went in the office and put in the callbacks. "Customer should be a registered sex offender. Beware when renting to." Of course, my BM eventually saw it and was all pissed off not only for that but the fact that the next time the customer came in we stuck him in a smaller car when he was indicating he wanted to be upgraded. I guess making money was more important than employees well being or safety hence, why I no longer work there.

oh my god. you're my new personal hero.

[noeracforme]

Those stories were great. I love reading horror stories about this company because they are so hilarious and so true. ERAC treats there customers like gold and their employees like crap.

BMs are more worried about their bottom line than to make their employees happy. "Lunches???? Are you kidding me? At 2pm? Lunches are for wimps. Here, go pick up this customer and along the way, stop at Mcdonalds and get yourself something to eat." That is what I heard and they had the nerve to clock you out for lunch for the full hour or else their ARM will call asking why their employees are working 50+ hours.