Will They Try And Sell Me Something Extra?

Hi all,

Today’s post covers our friends on the desks. The guys and girls of Alamo, Budget and Dollar who process your orders locally and provide you with your first taste of American customer service.

Commission

Now the first thing to remember is that these guys all work on commission, they are generally paid a small basic wage and boost this by earning commission on the optional extras they sell locally, for example upgrades, GPS systems, advanced RoadSide assistance and Toll Passes.

They are obviously within there rights to offer you these extra’s, you are not obligated to take them and should never feel bullied in to accepting them.

Tip: Both Alamo and Dollar Rent A Car offer a 24 hours satisfaction guarentee on anything purchased locally. So if after upgrading or adding something locally you have a touch of buyers remorse, simply call the number provided on the documentation given to you at the time of rental and these charges will be removed.

Scare Tactics

Now the vast majority of the rental staff are excellent and are very much focused on customer services, as is the American way.

However, one bad apple can spoil the bunch and although I have not heard of these type of tactics being deployed to our customers I have read of other car rental staff operating some of the practises described below.

Advanced RoadSide assistance

We have covered this one on a recent blog, remember your rental comes with basic roadside assistance this covers you for mechanical failure. The reservations staff locally may try to sell you advanced roadside assistance which covers instances such as losing your keys, running out of petrol and a lock out service.

You do not need this extra to rent the vehicle, I have heard of instances of hard sell where customer have been told they must have this extra to rent the vehicle! This is not true.

Vehicle Upgrades

Vehicle upgrades are the no. 1 way for rental operatives to earn additional commission. Now as above, most of the guys and girls will be very upfront about the total cost of your upgrade and you will be fully aware of the total amount.

However, again not through our suppliers; but I have heard of instances of customers complaining that the agent locally did not make it clear that the upgrade was per day, for example “the cost of your upgrade is $40″ when the actual cost is $40 per day.

Personal Accident Insurance

Not as commonly sold as in the past, this optional extra served the same purpose as your own Travel Insurance.

Toll Pass

One of the latest optional extra to be offered locally is the Toll Pass also called SunPass, Ezpass or pass 24. This pass allows you to take advantage of the special automated lanes and speeds up your drive.

Florida is slowly phasing out all manned toll booths but until then it is worth bearing in mind that dependant upon where you are going in Florida you may only come across one or two booths.

The Reality

Customer complaints regarding our suppliers are below the industry standard of 2% so the majority of the time they are doing things correctly. The idea of this post is to help raise awareness and perhaps arm you with a little knowledge and not to scare you. Most of the guys on the desks do a great job and your own car hire usa reviews support this.

Key Points

  • Make sure you know exactly what is included in your rental – http://www.usrentacar.co.uk/whatsincluded.aspx
  • Make sure you read and fully understand the rental agreement you sign locally.
  • Double check your rental agreement and contact the supplier if you require clarification.

Hope this helps.

Regards,

James


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