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Review 9/24/2010
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I made a reservation with Ace Rental Car using Blue Oval as their contractor at SFO on September 15th through Saturday, September 18th, 2010. My reservation was not honored and was told the only cars available at that time were smart cars. This was not acceptable since my wife and daughter was travelling with me and smart cars are two seaters.
The explaination I got was that I didn't call within the hour and my reservation was cancelled. This was a big lie because my plane landed on time at 4:50pm local time. I've used Ace Rental before and know that I had to call for a shuttle to pick us up. I immediately called them as soon as we got off the plane.
My mistake was choosing to go with this "reservation" and cancelled my reservation with Budget which was a few dollar more. Since I had no reservation anymore, rental cars at the airport counter were in the $200-300 per day range.
I had to book a roach motel that offered shuttle service and spent the night and re-booked a car the next day for more reasonable rates. This was a very expensive lesson learned.
I've notified Ace Rental of Blue Oval not honoring my reservation and they've attempted to get a response from Emillie Paraan (who appears to be the manager at that location), Deici Morales, Satish & Bright Suresh at Blue Oval on Monday September 20th and have not heard back.
It's impossible for this company to have a A+ rating on BBB for the worst customer service. Not even an apology was offered for messing up my "reservation."
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Business's response - by Mandy G.on 9/28/2010
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Dear Better Business Bureau Trust Link team,
We have contacted Mr. Thomas Lee in regards to his complaint that the vehicle not being available for him the day of his reservation. We have apologized for the inconvenience he had to encounter at our San Francisco office. Also, as per Mr. Thomas Lee desired, we are willing reimbursing him for the base price difference for the vehicle
Thus, Mr. Thomas Lee appreciated a call and was satisfy by the response in timely manner.
Thank you.
Sincerely,
Customer Care Department
Blue Oval, Car Rental
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