Pauly
RMS Regular
Hello folks,
I have a bit of a dilemma, which I would appreciate your advice about. Sorry for this being so much of a ramble, but I need to explain it all for you to get an accurate picture of the issue.
I rent a van, on a long term basis, and have done for 18 months. Financially, it makes a lot of sense, as I only have one payment to make each month, plus I am covered for road tax, servicing with parts and insurance, plus roadside recovery. All it doesnt cover is fuel and non-wear and tear repairs (the tyres issue a couple of months ago!)
Anyway, all was dandy and I had a fixed price every day, on a 28 day cycle. every 28 days I re-write (or am supposed to) all the paperwork.
However, a number of months ago I was trying to change out of the van and into a large estate car or MPV. I thought it would be wee buns given the popularity of the vans, and the rental office I deal with were initially very responsive towards getting me the vehicle I wanted, with either a little, or no increase in my daily rate.
Days turned to weeks, and it felt like we were chasing them about it. Then it appears that they cant do a Galaxy for anything like a realistic price, then asking about a Passat Estate gives a price almost 1/3 more than the Galaxy!
The staff in the office are very good, but they kept blaming the area manager. We arent stupid and realise this is an excuse, so I continue to ask about speaking to the area manager directly, which never materialises.
Finally I go in branch after this going on for two months and ask them does my business not matter to them as they cant give me a straight answer? There and then the manager phones the Area manager and comes back in saying 'you wont like this news'.
She goes on to say that he is giving me 4 weeks at the old price I have been paying since September last year (when I changed into the van size I have), but then he would want a major jump in the daily rate.
So no change of vehicle, but a 30% increase on my daily rate.
I tell them fine, im going elsewhere, this is a joke and the manager ****s a brick, tells me not to be rash, and then to come back to them at some stage before the end of the month, that prices change day to day.
This stance is maintained by them until the end of the month, when I finally manage to tie down the Area manager.
What followed was a 2 hour phone call, him stating that market pressure means they are paying more for cars and vans and therefore arent buying as many, so need to charge more for what they have. Also calls me a retail customer, as we pay our own bills, and that corporate clients pay less and their prices are fixed.
The call ends with me agreeing to pay 25% more daily, but we get an upgrade to a new van, unliveried and a specific increase to a High Spec Transit. While not overly happy at having to find the extra money each month, I can at least see the value in the bigger van, better spec and something that doesnt feel like a mobile bill board for the company in question!
I meet with the Area Manager that next week, we shake on this agreement and he goes off to find the new van for me. He also agreed to me paying the old price until he supplies the new van.
Great, or so I thought.
2 more months pass, no vans like agreed. Cant find them, they are all on long term rental already, but they are trying. I go along with all of this because we arent paying any increase in price - hey, take as long as you want!
Then last month we had to come back to Belfast urgently for family reasons. We tried to get a car for the trip at the last minute, but the timing wouldnt have worked. The car might have been possible, but it would have been at the higher rate that the Area Manager wanted us to pay for the new van. The money wasnt the issue, but we didnt go for it.
3 weeks into being here, the manager from the branch we rent from phoned up just wanting to confirm if they could take payment 'at the new price as agreed with the area manager' and would we phone them back.
Phoned up and got told that they had been taking the increased price that we agreed only on the basis of the new van being supplied, since we left for Belfast.
Spoke with the Area Manager and he tried to say he told my wife that he would have to charge the higher price, because they cant find the van we wanted, so the price has to go up regardless of any deal we made.
I try not to flip my lid, but make it clear that I wouldnt be paying for an upgrade that we havent got. Spelled it out to him in terms of would he agree to pay for Business Class but take an Economy Seat because thats all that was available.
He went on to say, as we were classed as corporate customers now, we paid more than retail customers! yet a few months ago it was the other way around (when we were classed as retail customers!)
Tried to explain there must be some confusion over the price increase being agreed, because we asked for a car last minute, hence thats were he was including the increase in price - but he stated it wasnt the case. Basically calling my wife a liar but wouldnt say it.
He made his excuses about needing to address another issue for us, promising to phone back in 5 minutes to sort things.
That was a week and a half ago....
Im sorry for this rambling on, but we have so much going on in the family at the minute that I just havent given this the time that it needs.
I feel the company are taking the piss out of us, but at the same time, we need the vehicle and worked hard to get the deal we did get with this company at the start.
As it stands now, after 18 months of renting with this business, we are getting 10% off their internet prices. Anyone walking in for a 1 day rental can get the same.
No customer loyalty and actually, treat those who are most loyal with the most contempt!
After that major rant, I suppose what I need to ask is does anyone work for a rental company in NI and can they explain perhaps how they normally treat long term customers.
I mean, businesses are getting hit hard everywhere, so no business, big or small could cover a 30% increase in what was previously a fixed price, with no good reason. Those changes are what put people out of business.
I should say that at no stage were we told there would be any change to the price we were paying, or any price review.
Your advice appreciated.
Cheers,
Noel --
I have a bit of a dilemma, which I would appreciate your advice about. Sorry for this being so much of a ramble, but I need to explain it all for you to get an accurate picture of the issue.
I rent a van, on a long term basis, and have done for 18 months. Financially, it makes a lot of sense, as I only have one payment to make each month, plus I am covered for road tax, servicing with parts and insurance, plus roadside recovery. All it doesnt cover is fuel and non-wear and tear repairs (the tyres issue a couple of months ago!)
Anyway, all was dandy and I had a fixed price every day, on a 28 day cycle. every 28 days I re-write (or am supposed to) all the paperwork.
However, a number of months ago I was trying to change out of the van and into a large estate car or MPV. I thought it would be wee buns given the popularity of the vans, and the rental office I deal with were initially very responsive towards getting me the vehicle I wanted, with either a little, or no increase in my daily rate.
Days turned to weeks, and it felt like we were chasing them about it. Then it appears that they cant do a Galaxy for anything like a realistic price, then asking about a Passat Estate gives a price almost 1/3 more than the Galaxy!
The staff in the office are very good, but they kept blaming the area manager. We arent stupid and realise this is an excuse, so I continue to ask about speaking to the area manager directly, which never materialises.
Finally I go in branch after this going on for two months and ask them does my business not matter to them as they cant give me a straight answer? There and then the manager phones the Area manager and comes back in saying 'you wont like this news'.
She goes on to say that he is giving me 4 weeks at the old price I have been paying since September last year (when I changed into the van size I have), but then he would want a major jump in the daily rate.
So no change of vehicle, but a 30% increase on my daily rate.
I tell them fine, im going elsewhere, this is a joke and the manager ****s a brick, tells me not to be rash, and then to come back to them at some stage before the end of the month, that prices change day to day.
This stance is maintained by them until the end of the month, when I finally manage to tie down the Area manager.
What followed was a 2 hour phone call, him stating that market pressure means they are paying more for cars and vans and therefore arent buying as many, so need to charge more for what they have. Also calls me a retail customer, as we pay our own bills, and that corporate clients pay less and their prices are fixed.
The call ends with me agreeing to pay 25% more daily, but we get an upgrade to a new van, unliveried and a specific increase to a High Spec Transit. While not overly happy at having to find the extra money each month, I can at least see the value in the bigger van, better spec and something that doesnt feel like a mobile bill board for the company in question!
I meet with the Area Manager that next week, we shake on this agreement and he goes off to find the new van for me. He also agreed to me paying the old price until he supplies the new van.
Great, or so I thought.
2 more months pass, no vans like agreed. Cant find them, they are all on long term rental already, but they are trying. I go along with all of this because we arent paying any increase in price - hey, take as long as you want!
Then last month we had to come back to Belfast urgently for family reasons. We tried to get a car for the trip at the last minute, but the timing wouldnt have worked. The car might have been possible, but it would have been at the higher rate that the Area Manager wanted us to pay for the new van. The money wasnt the issue, but we didnt go for it.
3 weeks into being here, the manager from the branch we rent from phoned up just wanting to confirm if they could take payment 'at the new price as agreed with the area manager' and would we phone them back.
Phoned up and got told that they had been taking the increased price that we agreed only on the basis of the new van being supplied, since we left for Belfast.
Spoke with the Area Manager and he tried to say he told my wife that he would have to charge the higher price, because they cant find the van we wanted, so the price has to go up regardless of any deal we made.
I try not to flip my lid, but make it clear that I wouldnt be paying for an upgrade that we havent got. Spelled it out to him in terms of would he agree to pay for Business Class but take an Economy Seat because thats all that was available.
He went on to say, as we were classed as corporate customers now, we paid more than retail customers! yet a few months ago it was the other way around (when we were classed as retail customers!)
Tried to explain there must be some confusion over the price increase being agreed, because we asked for a car last minute, hence thats were he was including the increase in price - but he stated it wasnt the case. Basically calling my wife a liar but wouldnt say it.
He made his excuses about needing to address another issue for us, promising to phone back in 5 minutes to sort things.
That was a week and a half ago....
Im sorry for this rambling on, but we have so much going on in the family at the minute that I just havent given this the time that it needs.
I feel the company are taking the piss out of us, but at the same time, we need the vehicle and worked hard to get the deal we did get with this company at the start.
As it stands now, after 18 months of renting with this business, we are getting 10% off their internet prices. Anyone walking in for a 1 day rental can get the same.
No customer loyalty and actually, treat those who are most loyal with the most contempt!
After that major rant, I suppose what I need to ask is does anyone work for a rental company in NI and can they explain perhaps how they normally treat long term customers.
I mean, businesses are getting hit hard everywhere, so no business, big or small could cover a 30% increase in what was previously a fixed price, with no good reason. Those changes are what put people out of business.
I should say that at no stage were we told there would be any change to the price we were paying, or any price review.
Your advice appreciated.
Cheers,
Noel --
