I booked a 9:30pm reservation from LAX airport during Aug. 18-21.
Once my group and I arrived to the airport we looked for the shuttle to our rental car service in the waiting area. One of the Wally Park shuttle drivers (Darker grey shuttle) told us to wait for the silver "Wally Park" shuttle. We called the shuttle company to let them know we arrived and they told us that they would be there within 15-20 minutes. 20 Minutes had gone by, so we called back a total of 3 more times.
The first time we were put on hold for too long so we tried again. The second time they said they were very busy but were coming. The last time the called they told us that they were closed and were no longer coming to pick anyone up and that we were out of luck and can just come and pick up our rental car in the morning. We were very upset especially because we were waiting for a shuttle that was never on the way in the first place.
We ended up having to pay a $60 cab fare to our destination. The next day we called and explained our situation and that we no longer wanted to rent our car from U-Save. The man whom I spoke to was very apologetic and told us we would not be changed since we did not pick up the car. Looking at my bank statement I was changed $41.
I called U-Save Monday Aug. 22nd and the woman I spoke to told me she could not refund my money because I did not pick up the car and the $41 was a cancelation fee. I explained the reason why we were unable to pick up the car to her, regardless of the reason why I couldn’t pick it up she still explained she would not issue a refund. She stated “well I was here until 11:15” so we were not closed.
I asked to speak to the manager and she stated he wasn’t in until tomorrow and to call back and then proceeded to tell me she was the night manager but was still not going to refund my money and hung up on me. I called Expedia customer service for them to try to contact the manager and the manager was there and stated the have a 24 Hour shuttle service so we wouldn’t get our refund. I am very upset with the customer service I have received and the inconsistency and lack of communication I have experienced. I double checked on the website and it stated that the place closes at 10pm so there was in fact no 24 hour shuttle service and if there was a 24 hour service why would they tell us they were not going to pick us up because they were closed.
I am very displeased with her lying that there wasn’t a manager if Expedia was able to contact a manager and that the man whom I spoke to said we would not be charged at all. My experience with U-save is very disappointing and I believe I should be issued a refund.
It is one thing to have a policy which I completely understand but to be given a run around and told numerous different things and to be hung up on is highly unprofessional, not once did I curse or raise my voice toward her or any of the employees I interacted with. I am not sure if this is the right point of contact but I am hoping someone is able to contact me regarding this matter.
Product or Service Mentioned: Usave Car And Truck Rental Car Rental.
Reason of review: Poor customer service.
Monetary Loss: $100.
Preferred solution: Full refund.
I didn't like: Customer service.