This was the absolute worst experience I have EVER
Pros: I liked nothing about this.
Cons: I never leave reviews but this has warranted one. Our flight was delayed in Portland, OR, which meant that we would miss our connection from Sacramento to Ontario, CA. We were told our only option would be to be re-routed to LAX then shuttled over to Ontario. The airline was great.
We couldn't get ahold of anyone at the car rental place (Allied) prior to taking off from Portland. In Sacramento, I called up the # Kayak provided and reached Allied. The woman was not at all helpful. I asked if I would be charged a fee if we didn't pick up our car on time, if we would be able to pick up a car the next day, what their number was over there, if she could help us at all since we had to pick up family members who had also flown into Ontario. She said she had no idea what they did at that location and wouldn't call over to get any information.
We were SOL and had no idea if we'd be charged. Next morning, we saw a charge for a full day's rental plus taxes and fees for not picking up our car. We called that morning and that is where it got super "fun". My philosophy is to treat all customer service reps with respect since dealing with people on the phone can sometimes be terrible and it is often not their fault if they can't do anything. That is how I operate unless I am in turn not respected, treated with good customer service, or spoken down to.
I explained that our travel was out of our hands and that we got extremely poor customer service from the woman the previous night who, if she had given us better direction, we could have called Kayak to cancel the reservation, but she NEVER mentioned that! Because of misinformation from their employee who was also not willing at all to help us, we were charged a fee and we felt that was unfair. They said they would not be able to reverse the charge but were being super vague about it, saying that it's just an automatic charge and they can't do anything about it. We asked to speak to a supervisor. We were told to call back the next day to talk to Lan at the Ontario, CA location.
We did that. We spoke to her and she was also being super vague about not being able to reverse anything. She was also being super cryptic in that she wouldn't give us her last name so we could document this. We asked to speak to her supervisor. She said we could call the corporate office but wouldn't give us any names of any one person we should talk with.
We called the corporate office and spoke with Shereen (sp?) and she was being completely unhelpful and cryptic. She would also not provide us with any last names. So on Christmas Eve, she was unwilling to reverse a charge that we incurred because our flight was delayed and we got some of the worst customer service we have ever experienced from their representatives. She said no one could help us and said her supervisor was Matt (turns out is the CEO). Then she hung up on us. Deplorable. Pathetic. We told all of our family members about it. No one is renting from them.