ComplaintsforRuidoso Rent-A-Car

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I 1st emailed regarding cars and availability since no info on website. No cars, no costs, no way to book. I received an email back to call to discuss which I did. I asked about different motors because I didn't want something gutless. He said he doesn't know and just rattled off all the cars. I told him I'd think about it. I came in a couple days later to see the cars...asked him about booking..he said I needed to book the one I wanted now to not lose it. I asked him if something came up I could cancel. He said I would have to pay 1 day still. I went ahead and booked after receiving quote attached. See "unlimited miles". Upon picking up car at last form he said there is a mileage limit of 300 miles. I then asked him how far my destination was...he ignored me. I had plans and was stuck so went ahead with it. Once driving figured out about how many miles and was upset, had to cut trip short. Came back in eve..no key drop. Came at opening and waited to talk to him to try and resolve. Just the mileage fees I asked for. He said he would see how far I went then he came back and put in computer and said that he can't change it now that he put it in. But he had a calculator he was working with too. Upon reading reviews this has happened before. He was very argumentative. He said it's my responsibility to ask about additional fees but I had the quote already.

  Business response

  09/11/2023

  My website is still a work in progress so no one can make reservations on the site yet. As I explained to you that I didn't know the sizes of the engines of every vehicle in the fleet but I informed you of what kind of vehicles were available for the requested dates I figured you would know the engine sizes or have an idea based on the year make and model of the vehicle. When the customer came in to book the reservation she asked if she could cancel any time and I explained we have a 48 hour cancellation notice. If you don't cancel within 48 hours you will be charged one rental fee. At the time of reservation I went over the contract with her and explained it all to her such as : dates, times, daily rate, mileage allowance and security deposit.At that time the customer asked:   How much would it be after I come back ? Me, I would not know until you bring the vehicle back and  we inspect it for damages, make sure you didn't smoke in it, it's full of gas and then we update the mileage at that time it will give us the exact amount. As far as cutting the trip short, there was no reason for that. If you go from point A to point B  the mileage is the same if you spend 3 day or 10 days, it's the same distance.   On the return date the customer walked in demanding a break on the mileage, I asked why ? customer said: is a discount worth a bad review ? Me:  what do you mean ? Customer: a little discount will get you a good review, if not you will see what's going to happen as the customer left my office talking bad about me and cursing out loud to her companion.

  See attached, copy of signed contract by customer.

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