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“Don't ever expect to get what vehicle you book.”

written by 416john on 19/01/2012

I have been a customer at my local Northwich branch for over 10 years now, spending many thousands of pounds on car hire, and bringing in many more customers to this brach on my recommendations. However a recent change of management at the branch has seen a no loyalty attitude to long standing customers occur.
In early December 2011 I booked a small 4 x 4 vehicle described as a Nissan X Trail/Honda CRV/Freelander 2 or similar, for a week commencing 18/01/2012. This booking was accepted and I heard no more until the morning of the hire, when the new branch manager called me to inform me that the vehicle sorced for me had been hired out but another was available at another branch if I would not mind collecting it an hour later than arranged. I agreed to this as this was an acceptable short delay, however imaging my surprise when I turned up to find the replacement vehicle was an open back Toyota pick-up truck. quickly pointing out it was not what I had ordered I was told tougfh as they had nothing else, and I could put all my cases in the back for my planned trip.
I refused the vehicle and was promised another more suitable ASAP and a call back from the manager. (this was 2.00pm) at 5.25pm I rang the branch to find the latest news and was told the manager was with a customer and would call back before closing at 6.00pm. It is now 12.30pm the following day (19/01/2012) and I am sitting here writing this review whilst I still wait for the manager of the NORTHWICH branch in CHESHIRE to have the decency to call me back and explain what is happening over my booking. Having no vehicle has already cost me a £50.00 taxi fare to pick-up relatives from the airport and is now putting am £8,000 hunting break in Scotland at risk if I don't get the vehicle that I booked at this branch many weeks ago very soon.
Dose the manager at the NORTHWICH branch care about this? \"DOSE SHE HELL\" or she would of contacted me by now to let me know just what is happening.
Trying to get a human voice from head office to talk to is impossible, so I will draught my full complaint about this to the directors in person and see if they really know what goes on at the front line or even care?
In the meantime I would say to \"ALL\" unless you have tried everywhere else and you are reallly desperate for a vehicle avoid the NORTHWICH in CHESHIRE branch like the plague whilst this current manager is in residence, as rest assured she has \"NO\" customer service skills and \"NO\" loyalty to any customer.