Overall, I travel all the time and this was the ONLY horrible customer service experience I have ever encountered. I was treated with disrespect and completely ripped off ($100 rental cost me over $2100).
Now the whole story:
My initial experience was okay.
The woman who checked me in was friendly and helpful. Similar to other reviews, I was informed that it was necessary to add on the toll package that $69.99 for the week, when my tolls added up to $1.50. Also, the car was very old and dirty (smelly, dusty, and full of garbage from previous users). However, I was happy with the price and overall thought the other issues were manageable.
I was hardly driving the car and just wanted something that was in good working condition. To my knowledge, I returned the car at the appropriate agreed on time (3pm) on 2/27/19 and took the shuttle to the airport. The major problem started when Christian Hernandez called me on March 3. He asked about my experience with Greenmotion and my check in process.
He said he was calling to “do a survey.” He said the people who checked me in should have given me a survey and asked me to complete it online. I found this call strange, but just assumed this was due to the all the negative reviews on YELP. Later, I did receive an email that said “welcome home” and asking me to complete a Greenmotion survey on 3/13/19. Again, no indication of a problem.
No other communication with anyone from Greenmotion until I found a $2000 charge on my credit card. At this point, I contacted Greenmotion about these charges. I was informed that I returned the car to the wrong location and a continual charge would be added until the car was returned. Ultimately, spoke to manager, Christian Hernandez, who acknowledged speaking to me on the phone on March 3 and not telling me that they knew the car was parked next door at Priceless Car rental.
He said he was “seeing what I would say.” This call also proves that they had my phone number. They also had my email as they emailed a “Welcome home” email requesting I complete a survey. After I reached out because of a $2000 charge and spoke with him, he sent me an email with a letter dated March 20 (which obviously he did not send on that date) directed to another person. Despite all parties (besides me) knowing of the car location, they intentionally waited to inform me until they could charge me $2000 (an amount that is likely worth more than the car I rented) and so Priceless Car Rental could charge us $297 in parking fees.
We also had to arrange and pay for the towing a working car next door, which could have been done right away if we informed. Additionally, this was suppose to be an amount “held” not taken out. I understand I made a mistake. I saw the sign, but it was next door (and they checked my car in).
However, I returned the car (next door) immediately when I knew but they charged daily rate that was 4x what I agreed to and added the toll fee to everyday. I would have been happy if they could have acknowledged that they could have handled the situation a little differently:
1. informed me on March 3 when they knew the car was next door (which would have saved me a significant portion of money) and
2. been kind and respectful and responded to my emails and/or
gave me even a small portion of the money back.
However, there was no response or contact from them until after they charged me and then complete disregard for how horrible this was for $100 car rental to cost over $2100. There was no response until I filed a complaint that was redirected to the person I made a complaint about.
Post office verified I never received a letter he claimed to send and i was told to pursue legal action, but was hopeful that it could be figured it out in a less adversarial manner. I was naive
Reason of review: Poor customer service.
Monetary Loss: $2300.
Preferred solution: Full refund.