At the too early hour of 5 am today, I accepted the receipt from the rental car employee and rushed off to join the line for a shuttle to the airline terminal. Halfway there, I glanced at the receipt before throwing it in my purse and stopped dead in my tracks. I was charged for a full tank of gas even though it was already full.
Not only did the employee not notify me of the extra charge or any concern with the fuel level, he immediately ran off to start moving cars and there wasn’t another employee nearby. Looking for a manager, I went to the counter inside.
I had gone out of my way the evening before to fill up the tank at a nearby gas station and my hotel was within a mile of the airport.After relaying what had happened and showing my receipt, a manager removed the charge from my bill.
Customer Service Success?
It was disappointing to have this experience with the largest rental car company. It left me wondering if they always try to cheat customers or is it limited to just this location? Was it because I had booked the car on Priceline?
Although the manager handled my complaint well, it didn’t mitigate my uneasiness about why the incident even happened. No excuse was given.
A couple of factors helped this end successfully and quickly. The first was that I had a receipt for the fuel purchase. By keeping all travel receipts in a safe, accessible location it was easy to prove the charge was not valid. The manager didn’t even bother having the car rechecked.
Arriving at the airport with time to spare enabled me to get the bill corrected at the time and place of purchase. Maybe the outcome would not have been the same disputing this later from 3,000 miles away.
This experience was a reminder to always carefully check travel receipts even when in a hurry to get to your final destination. The time investment may end up saving you a lot more than time later on. Have you had problems with extra charges on hotel or rental car bills and if so, how did you resolve it?