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“Email information incorrect”

Written on: 18/02/2012

Booking the car online was very easy. I was sent an email in plenty of time with all my correct details and a voucher to print out to take with me, I was provided a checklist of items to bring with me in order to pick the car up, this included my driving licence and another photo ID. I got together the items and set off to the "Edinburgh West branch of Alamo". Alamo it turns out is part of National Car Rental, the only indication of this was a small sign in the window. The next problem came when they asked me for three bills or bank statements dated within the last 3 months for their address check. I had no knowledge of this requirement and explained this. They insisted they had to carry out this check in order to release the car. I informed them I did nearly all my banking and bill payment online and doubted I had these items at home, but they stood firm. The staff member was helpful and sympathetic but it is their policy and that's that. I phoned my partner who was at home looking after our baby and toddler. He could only find two bills that would meet their requirements. At this point the manager came over as I was querying if the paperwork could be faxed to save my parter having to get a taxi with 2 car seats. He used his managers discretion and allowed me to take the car as long as I came back later with the paperwork I had. This was very good of him and it allowed us to have the car we needed for our holiday down to the Lake District. It was a stressful start to the holiday and caused us a time setback in getting away. The fault was completely the fault of Carhire 3000, the service from "Alamo" was fantastic, and the car was great.

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