Unscruplous clerks

Sorry to say this, but dishonest people do exist. So I beg all car rental customers to do both yourself and we rental clerks a favor and READ WHAT YOU ARE SIGNING. If you do not understand something, THEN ASK. We answer the same questions a million times a day so we know the answers. Now, since I no longer work at a car rental anymore and don't care who reads this: There are people (some I knew well) who like to pad their commission check in dishonest ways. Whether or not it effects their commission depends on when the customer complains. Before the return of the car, the extra charge is removed and thus, doesn't count towards their commission. After the return of the car and receipt printed for customer, the commission is figured in so any refund doesn't effect their commission. Knew someone who got fired over many customers complaining about charges they didn't okay. Also knew someone who added charges without the okay and became the top sales person. I always tried to explain things very clearly, but often customers hear what they want to hear and that always led to an argument (I hated it when people took the prepaid gas option where I explained to bring it back empty cause gas was prepaid and they fill up the gas tank to demand a refund when they return). Let me be clear on this, I talk to dozens of people every day and can't remember every conversation, especially when customer constantly leaves to grab a piece of luggage and I have to help others waiting for service on another computer. And many customers have weird ideas like if they don't crash the car then they get a refund for the insurance or that we will transport a car through 5 states because they broke down on a highway. Insurance is not refunded if you don't have an accident and you may exchange cars at any Name Brand Location. Anyway, Have a good day.

Printed screens are not reservations

I have had several people come up thinking they have a reservation print out. Actually they just printed the computer screens with a price estimate, not an actually reservation. Often the box they must hit with their mouse to reserve this rate estimate is on the sheet they present, and I point it out. If I feel like being nice I'll match the rate, but if I am low on cars or sold out I will not honor a non-reservation estimate. Seem unfair? If you do not have a real reservation, I technically owe you nothing.

All companies have confirmation or reservation numbers so make sure you have one before printing the screen. And I know websites send email confirmations for those who type in their email address. I have also had many customers call the counter of the renting city to confirm their reservation is in the computer system. Genie out.

Car Rental basics

Generally most rules for car rental are quite similar. The price of a rental is determined by supply and demand. A car rental has a set number cars available to rent. As the demand for cars goes up, the supply goes down along with it, which in turn drives the prices up when heavy demands for cars occur. Not all locations have the same price even if they are in the same company chain for that very reason.

Anyone can make a reservation, but there are requirements when a customer with a reservation actually rents the vehicle. They usually require the renter to be at least age 25, as of the day of the rental. Some will rent to under 25 with a fee charged. In addition, under 25 renters can not rent above a certain car class because of insurance. I do not mean the renter's own insurance, I mean the car rental company's insurance. Even if they are listed as additional drivers, they can only drive up to a specific class of vehicle and still pay the underage 25 fee.

Another requirement is having a vaild driver's license with the customer at time of rental. No license to show rental agent?, no car. Also, if the license is expired, no car. Why? Because it is illegal to rent someone a car without a valid license. Without the license, we do not know if it is really lost or it is really revoked or suspended.

Another requirement, unless the reservation is set up beforehand to be billed to a company, a credit card that is not tied to a bank account. Even if it is prepaid through a website or voucher company, customer still must have a credit card to swipe in case they keep it longer. Some places will take debit/check cards, but many will not. The Visa logo on the bank card does not make it a credit card because it still is connected to a bank account. You are not at a grocery store buying a bag of chips, you are renting a $30,000 car and we want it back. Some locations take cash upfront, but many will only accept cash at the return of the vehicle.

Lastly, a requirement for all car rentals in my airport is that the driver's license and credit card must match the same person renting the car. Credit card numbers written down or over the phone are not acceptable. Why? Fraud. Need I go on? Let me know if I do. I shall end this posting now. Genie signing out.

Car classes explained

When customers book a reservation, it is always for a car class, not a particular car make or model. If booked online or by reservation line operator, there are examples of cars listed and you must heed to smaller print "or similar" after the car example. We do mean "or similar" car to be picked up when you arrive at the counter. All car rentals are like this. No reservation line operator will have vehicle inventories of every rental location in the country/world in their computer so: If you require a specific make and model to be rented you must call the rental location directly and ask what they carry in the car class you require, there is often a number on automated systems's list to reach a live person at the counter. If not, hit zero (it usually works for me if a number is not listed in the choices for an agent).

Now the car classes in more detail. They are not classified by size, but by features. In America, all cars made have radios, air bags, automatic transmission (engines can get ruined with people unfamiliar with a stick shift so rental owners buy automatic cars), CD players, air conditioning/heat, anti-lock brakes/ABS brakes, and scratches on the back bumper where people take out their luggage. The differences between car classes are as follows:

Subcompact/Economy or Compact are very much the same cars only Subcompact/Economy are 2 doors and Compacts are 4 doors. This class had manuel windows, locks, seat adjusters, etc., 4-cylinder engine, and low and small trunks. Often there is a loop handle on the back seat that can be pulled down to allow extra trunk space, but not all. Most cars in this class have cruise control, but occasionly some do not. If you are a tall person, the roof may brush against your hair more than you would like. This car class has 5 seat belts but rather a tight squeeze if the 3 back seat riders are adults.

Mid-size/Intermediate are the same car. 2 door vs. 4 door are not regularly separated in this class. This class has power locks and windows, dual mirrors, manuel and powered seat adjusters, higher and wider trunk, and 4 or 6-cylinder engine. This class is most frequently reserved by companies reserving for their employees so they are first to be sold out on. The roof is higher above the driver and the back seat riders have more leg room. This class has 5 seat belts.

Standard/Full-size are the same car except Standard is 2 door and Full is 4 door. Sometimes Standar 4 door depending on the company. In my opinion, this class simply has more buttons to push with power locks, steering, windows, seat adjusters, etc. This class has 6-cylinder engines, and some are superpowered. Sunroofs are common in this class but I have seen sunroofs in compact and mid-size cars too. I have also seen leather seats in this category, but not as frequent so you may have to pay extra to get the leather seat in this category. The trunk is quite large enough to fit a couple Santa Clauses. This class more often has 5 seat belts, but sometimes bench seats are in the front seat providing 6 seat belts. If you require the bench seat, you need to call ahead of your arrival to check on its availability. Sorry, bucket seats are very common in the front seats of American cars.

Premium is a full-size with a bigger trunk (fits 3 Santa Clauses), often sunroof, and very frequent leather interiors. Often they had a bench front seat seating 6 people, but not always. Otherwise, they have 5 seat belts.

The next class is Luxury. This is always leather interior with supecharged 6-cylinder engine, sunroof, spacious leg room for all, and an awesome trunk fitting 4 Santa Clauses. And, of course more buttons like climate control and on star (though location may or may not provide on star service). This class very unlikely have bucket seats, but still frquently will contain 5 seat belts, sometimes a front bench seat will seat 6.

Stepping away from cars to the Sport Utility Vehicle (SUV). These were first made to be 4 wheel drive or all wheel drive, but during the past couple years have been coming in 2 wheel drive (front wheel drive) making many of my customers upset expecting all SUV's to be 4 wheel drive. Open large trunk and high off the ground making it a favorite in snowy weather carries often 4-6 people depending on the size, though I had heard of some fitting up to 8 people.

Minivans seating 6-8 people often have DVD players (but not all have DVD players). Vans seating 15 people are less common than the minivans so it is best to ask the counter agents first how many people can be squeezed in their vans. Also, the Stow and Go seating that folds up into the floor are rarer than the regular minivans so it best to ask if one is available beforehand. I think most people know what a minivan looks like so I won't go into features further.

And a word to the wise: Just because you see a commerical of a new car does not mean a car rental will be in possession of it. Car rentals buy cars once or twice a year so new models are unlikely to be purchased right after they come out. Besides, car rental owners desire to see the popularity of new models before they buy them for their customers. I heard car rentals are starting to obtain hybrid cars now.

Genie Out.

Watch you say on the phone

Hello, I need help explaining the charges on my bill.

Honey, I didn't understand a god damn thing you said, could you repeat that. Hello, Hello...That bitch hung up on me!

This is an exerpt from a customer calling our customer complaint line. The lesson here is being careful what you say to customer service people on the phone because none of them are paid enough to tolerate verbal abuse, cussing, cursing, swearing, and profanity. There are some more experienced service people who can handle angry words not directed at them but at the situation and will advise that if they continue with that language they will be hung up on. From my long sales clerk experience, some customers will just have to be angry. Also, anyone shouting "Thanks for not helping me" will earn a hang up from me. Shouting is also falls in the low tolerance category.

If you must take a day to calm down first before addressing a problem, then postpone your rant until you at least calm down and can explain your problem in a more civilized/business-like way. If you can't understand someone, just say your cell phone has bad reception or you are in a noisy place, so you didn't catch what was said. Business is business. Treat it that way and better customer service will come to you, even if you dislike the outcome. You will be a step above from where you started. Right?

Genie Out.

The thing about company rates

I get people in who want to use their friend's, spouses's, mother's company discount for their car rental and can't understand why they can't use someone else's company discount. It's just a discounted rate, right? Not from my end of the counter.

The thing about company rates is that they are not discounts, they are contracted rates that often include covering damage to the vehicle at no extra charge. Sounds great from the customers' point of view. The problem is that coverage for the vehicle actually means the company will be paying for any damage to the vehicle and the company most likely will refuse to pay for damage not done by their employees.

Say you work for Tator tot Enterprises and rent a car from me with your company rate including coverage for the car. You hit a utility pole causing a big dent in the bumper. We find the dent, take pictures for our insurance company, and call Tator tot Enterprises for payment of the damage determined by our mechanic. Tator tot Enterprises pays for the damage. If renter/driver on the contract (or not listed on the contract) with their company rate who is not an employee, they have the option of refusing payment of any damage and our insurance company goes after the customer which could lead to court documents being delivered to their home if the customer can't pay for damage. And that customer is likely placed on the Do Not Rent List so they can never rent another car from us again.

That is why the renter must work for the company in order to recieve that company's discount. Genie Out.

Winter travel

We see a lot of people at the airport renting cars from very warm climates who are totally lost when it comes to winter driving and rarely coming prepared for it.

I have winter tips for the winter traveler coming in from an airplane.

1.Check the weather forecast. If you are reading this from the library computer, you can check weather forecasts anywhere in the world on the internet. And check weather for every stop you make, a snow storm in Colorado won't effect Iowa travel , but you might miss your connecting flight in Colorado to Iowa. Keep in mind that water freezes at 32 degrees so temperatures above that will not have snow or ice to frighten you. And if there is not any ice scraper/snow brush provided in the car, go to the rental counter and demand one.

2. Bring lots of entertainment. You may be trapped in an airport during a winter storm for a couple of days or just be delayed 2 hours. If you think you can drive out to your destination in a winter storm, you may be actually be waiting in a ditch for a day or so waiting for a tow truck.

3.In winter wardrobe remember WTD: Wool, Treads, Down. You want wool clothes, shoes/boots with treads, and a jacket with down (feathers) in it. Yes wool is itchy but I need you to get the feel of how heavy your clothes need to be in winter: sweatshirts, sweaters, and jeans (not the super thin kind) are what we northern people wear in winter. Leave sweatpants and khakis at home because the cold wind goes right through them. Tis better to dress in layers and take a jacket off when hot than to freeze and have nothing to put on. Do I need to explain what treads on shoes look like, you will find treads on the tires of your car. If you are allergic to feathers like me, don't worry about down coats because the feathers are inside the coat and won't hurt you. If down still worries you, buy anything with the word "insulation" in it. Or you can be like my parents and bring warm and cold clothes.

4.FOOD. Winter driving requires food in your car in case you have to wait for help. It is best to raid the gift shop or nearby grocery stores (some stores are open 24 hours) after arriving at your desination rather haul it all over an airport. Prepackaged food is often allowed through security if no threats to the nation have recently occurred. Dried fruit, beef jerky, peanuts, candy bars, or anything high calorie. The point is to survive if you get stuck in the middle of nowhere and nobody can find you. If you are on a diet restricting your calorie intake, hunger might make you change your mind.

4.Follow main routes to lessen the time you must wait for help. Avoid gravel roads if possible. When lost, stop for directions. Interstates are the blue lines on the map, US and State Highways are often red and black. Police cars patrol areas looking for stranded motorists after snowstorms. If your cell phone works, dial 911 immediately before anyone else because they can trace all calls one way or another. If 911 doesn't get a voice on the phone answering them, police are dispatched to check out the call.

5. If you do get stuck in a ditch, turn off the engine so you don't get carbon monoxide poisioning. You may start the car again to keep warm, but turn it back off. Also, flash your lights at any vehicle that passes. Like a kidnap victim, you want attention. Also, don't wear out your cell phone battery, you will need it charged to make that 911 call.

6.The most important part of winter driving is knowing where you are so someone who can not see through the phone line can find you. Note any road signs, mile markers, the last town you passed through, names on farmhouse mailboxes. Remember the sun and moon are always to the south where ever you are in the United States, and both rise in the east and move westward.

7. My last important tip is this: If you are driving in snow, never drive faster than your ability to control the car, even if people are zooming passed you. If the road is covered in snow and you can not see the pavement, 20-30 MPH is a good speed to use. Tis better to arrive late in one piece than not at all.

Part II...Actually Driving Tips.

Problem 1: Your doors are iced shut and they will not open, which is why we do not wash the outside of the cars in freezing temperatures. De-icer objects fly off the store shelves after the first snow of the season and impossible to find in mid-winter. You must use crude methods such as kicking the door where the lock is (the lock is located at the part of the door that you enter when opened) and/or pouring either rubbing alcohol (de-icers are types of alcohols) or steaming water to melt the ice. The steaming water water will freeze so must be repeated, rubbing alcohol will not freeze and unlikely need repeating.

Problem 2: Your windshield wipers and washer fluid won't work. Yes there is ice all over the wipers and it is not coming off until it melts from warmer temperatures or coated with de-icer/rubbing alcohol. The washer fluid squirter is frozen and if you manage to get washer fluid out it will freeze instantly and stick to the window like glue. Yes there is non-freezing washer fluid in existance but when dealing with 900 cars the fluid doesn't get changed every winter and tires are not changed to snow tires. Wipers will be ineffective so get use to driving with a dirty window. They are terrible at clearing snow and ice so please use your provided ice scraper/snow brush instead of waiting for the defogger and wipers to clear it all off. For cleaning windows, use the squeegee at the gas station (they are on the gas pump poles in the buckets with the handle sticking out) and the buckets will hold the non-freezing washer fluid. I use the provided paper towels to wipe the blade off to keep from streaking.

Problem 3: You get stuck but not in a ditch.

In the driveway or parking lot: Rock the car. Switch from drive to reverse to move the car forwards and backwards to pack down the snow enough to move. When move, hit the accelerator.

If the snow plow packed more than a foot of snow behind your car, get a shovel to remove snow. Less than a foot, rev the engine to plow through. I say half the tire height can be ran through, more than half the tire height get a shovel.

Green light. If you had to stop a minute for a red light and suddenly it is green and you are stuck. Release foot off brake completely, wait two seconds, tap the accelerator, and finally push down. Your problem is lack of traction. New cars are built with a traction adjustor and anti-lock brakes so this is less of a problem. The vibrations in your foot when hitting the brake or accelerator hard is these items working. Pumping these parts (repeatedly pushing down and releasing) is longer required. The Low Traction light will come on and if you keep pushing down w/out releasing the car will adjust to give you traction and suddenly jerk forward. Anti-lock brakes keep the wheels turning when you hit the brakes hard to stop you from skidding. Allow twice as much space for stoppping in snow.

Stop signs: Learn to do a rolling stop (don't completely stop but slow down enough to look both ways and then speed up). Or you will get stuck like a green light.

Hills: Rev going up and brake going down to stop from getting stuck or skidding.

Problem 4: People keep driving in 2 lanes or in the center of the roads or park in two spaces. If you can not see the lines dividing the lanes: This is considered normal.

Genie out.

Complimentary roadside assistance?

I had a customer come up to me and complain that another location charged him and his wife a fee for replacement keys they lost. He believed roadside assistance was complimentary, or free. I explained that sometimes it is and sometimes it is not.

If the car breaks down and is no longer drivable, the roadside assistance is free.

If a tire blows out, there are spare tires in all the cars so the customer would be charged for the tire and/or towing if the customer is too lazy to drive over to the nearest location that is within the city limits where customer is located to exchange cars (miles outside the city they are more lenient on forcing a customer to drive on a spare tire). And yes customers are charged for replacement tires if customer does not replace the tires before returning the car. If customer purchases the insurance from the car rental, they are not charged for replacement tires and are reimbursed if they do buy new tires when they present a receipt.

If customer is in an accident, whether it is their fault or not, customer is charged for towing along with all the damage costs and time lost not being rented while being repaired. Purchasing the insurance from car rental also eliminates these charges provided the customer has not committed any forbidden acts that would void the insurance coverage.

If car is no longer operable because customer left the headlights on (or left door ajar leaving the dome light on), the customer is charged for a new battery for the car and will be fortunate if they are not charged for any towing while exchanging cars. Negligence can void insurance coverage so it is best to ask what the forbidden acts are when purchasing insurance from a car rental.

If customer locks keys in car or loses keys, licensee or franchise locations will likely have spare set of keys for customers within the city limits who may come pick up the keys or pay for the taxi cab driver for the delivery of the spare set. Outside the city limits or at corporate locations, the key code can be released to the customer who must pay for the locksmith to open the car and/or make a new key. If customer loses the original set of keys with an expensive remote attached, the customer will be charged for replacement of that remote. If you find the keys later and bring them back to the location, customer is not refunded any money because new keys have been made, new remote has been purchased, and/or locksmith needs payment for their services. If customer rents a fancy car with the keypad on the driver's door, the car rental likely has the code in their computer to give customers without any charge to them.

I think I covered all the bases on this matter. Please comment if my readers have any questions. Genie out. Bye!

Overselling

Like the airlines, car rentals can oversell their vehicles. This happens for 3 reasons:

1. Someone is not watching the numbers of incoming vs. outgoing cars carefully. Once someone booked a van reservation for 5 P.M., but the single van that was available for them to rent was scheduled to return at 9 P.M. See the problem?

2. The company places in a percentage of people not arriving at all into the reservation system so when most customers show up, overselling occurs.

3. Free sell contracts can override the sold out status and reserve whatever they want whether we have it or not. Once a free sell company ordered 20 vans when we only had 10.

Because of overselling, customers can book a tiny car and receive a SUV upon arrival or likewise book a SUV and recieve a tiny car upon arrival. If you must have a certain size car and want it held back for you, call 2-3 hours before you pick it up. We often will hold cars a few hours for a particular customer, but will never hold cars for days or weeks for anyone. In reality, a reservation guarentees you nothing. Some selective customers must take what we have available or rent elsewhere. We can not give you what we do not have. Genie out.

Important tip

Never place your personal keys on the key chain of your rental car keys. Place them on the bottom of your purse or carry on where they belong. If you forget to remove them upon returnig the car, it might a while before you get them back (depending how fast someone notices them). Genie out.