Attached are a string of emails, *as you read you will see that I have not received a r...

GetHuman1704581's customer service issue with Alamo from December 2018

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The issue in GetHuman1704581's own words
Attached are a string of emails, *as you read you will see that I have not received a response regarding my complaint. I need to know why I was treated in a condescending matter and will I be reimbursed for fuel charges**From: Mike ******@***.com**Date: December *, **** at **:**:** AM EST*To: "Gholson, Jaclyn A" *Jaclyn.A.G*****@***.com**Subject: Re: Alamo Car Rental- *rd request *Based on my research the $*** deposit is for “non deplaning customers”. I presented an out of state license and your agent could not make the determination nor did she ask how I arrived to Albany. **I am also still waiting on your reply regarding credit for the fuel. ***Sent from my iPhone**On Nov **, ****, at *:** PM, Mike ******@***.com* wrote:*Is it a standard policy to explain the debit card policy as the initial conversation with all your customers?**Two of my cards were authorized, I understand that it drops off but I was told that one was declined without the agent being able to show proof. I find it to be a coincidence that the agent discussed the debit card policy and she made me believe that my card was declined when it wasn’t. **Is it your policy to apply a $*** deposit for a out of state driver? **The tank was *** full.*Sent from my iPhone**On Nov **, ****, at **:** PM, Gholson, Jaclyn A *Jaclyn.A.G*****@***.com* wrote:*In regards to the deposit, there is a $*** deposit that is released once the car is returned. Typically falls off within * business days. In terms of the fuel, how full was the gas tank? I would be more than happy to apply a credit for the missing fuel as each vehicle should have a full tank. * *Jaclyn Gholson*City Station Manager*Albany International Airport****.***-**** Office****-***-**** Fax*Jaclyn.A.G*****@***.com * **image***.jpg**Please consider the environment before printing this e-mail. * *From: Mike *mailto:*****@***.com* *Sent: Tuesday, November **, **** *:** PM*To: Gholson, Jaclyn A*Subject: Re: Alamo Car Rental* *Good afternoon, *I am wondering is it your standard greeting to explain the debit card policy as the initial conversation with a customer?* *What is Alamo’s policy with out of state drivers in regards to deposits?* *Who should I speak with regarding a credit for not having a full tank at the time of my rental? *Sent from my iPhone**On Nov **, ****, at *:** PM, Gholson, Jaclyn A *Jaclyn.A.G*****@***.com* wrote:*Mr. Bailey,* *Thank you so much for taking the time to send me your feedback. First off, please allow me to apologize. As a renter with us for ** years, I hope you can see this as a one off, and at no time would we ever want to make anyone, especially our customers, feel the way you did that day. I have known the agent that assisted you at the counter for several years and I am sure that was not her intention, but I will definitely use this as a coaching tool for her in the future. Customer service is our main priority and I want to make sure you are completely satisfied with your rental. Please let me know if there is anything I can do to make sure of this. Again, we truly appreciate your business and value you as a customer, so anything I can do to rectify this situation, just let me know.* * * * * *Jaclyn Gholson*City Station Manager*Albany International Airport****.***-**** Office****-***-**** Fax*Jaclyn.A.G*****@***.com * **image***.jpg**Please consider the environment before printing this e-mail. * *From: Mike *mailto:*****@***.com* *Sent: Monday, November **, **** *:** PM*To: Gholson, Jaclyn A*Cc: Michael Bailey*Subject: Re: Alamo Car Rental* *Jaclyn, *Thanks for following up with me. I must admit that my initial experience was not what I expected. I was not pleased with your agent at the counter she was extremely condescending. I have rented from Alamo for over ** years and since your company introduced the kiosk I have not had a bad or memorable experience until Saturday. As a customer I should be greeted as every other customer no matter of my appearance or ethical background. I felt disturbed when your representative went over the debit card policy without asking my form of payment. I also was told that my card declined and she was not able to show proof of the transaction. Less than * minutes I saw that not only was my card not declined but now she created multiple authorizations on separate cards. Both authorizations totaled $*** for a rental of $*** which meant that she charges and addition $***. I am not an in state driver. To my knowledge only local drivers are charged a security deposit as an Alamo member I have never been charged this additional amount. I felt demoralized and disrespected and I was very upset with her demeanor. * *Spoke with the manager on duty about the situation and agreed to follow up with me. Unfortunately the car I reserved was not ready so he took off $** but the car was not full with gas. I thought they were going to adjust this in my record but it was not done * *On a GREAT NOTE the agent working in the garage was very helpful and professional. *He (I will get his name) was on top of his game. * *I understand things happen and there is always room for error but this was not the case. Your agent at the counter made me very angry during the entire process. As I was not belligerent I was visible outraged* * * * *Sent from my iPhone**On Nov **, ****, at **:** AM, Gholson, Jaclyn A *Jaclyn.A.G*****@***.com* wrote:*Good Morning, * I am writing to you as a Manager of Alamo Car Rental at Albany Airport. Thank you for renting with Alamo at the ALB! I just wanted to reach out and make sure everything was great and you are completely satisfied with your experience. We like to make sure we ask each of our customers about their experience when they return, so when our customers do not return back to us, I like to reach out through email and ask for any feedback, both positive and negative. * *Please let me know if you have any feedback for us, and thank you for choosing Alamo.* * *Jaclyn Gholson*City Station Manager*Albany International Airport****.***-**** Office****-***-**** Fax*Jaclyn.A.G*****@***.com * **image***.jpg**Please consider the environment before printing this e-mail. * * *****************************************
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Alamo

Customer service issue
Reported by GetHuman1704581
Dec 6th, 2018 - 5 mons ago
I have an issue with Alamo too
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GetHuman1704581 started working on this issue
Dec 6th, 2018 7:31pm