Complaint Review: Saban's Saban's Rent-a-car

I am beside myself that this company & its treatment of customers is allowed to continue to do business. We rented a Suburban from them to transport my wife, son, and 3 handicapped sister in-laws to Denver for the Thanksgiving holiday. The vehicle fuel pump failed at 1:30am Thanksgiving morning enroute just north of Santa Fe NM; it was 28 degrees outside. We called Saban's 24-hr emergency hotline and left 2 messages on the voicemail 30 minutes apart. 5 days later, we still have not recieved any call backs. We finally had the NM Highway patrol come rescue us at 4:30am with one of their list-wrecker tow companies; after we got settled into a motel, the tow company took the vehicle to the nearby Chevrolet dealer in Santa Fe.

After 3 hrs rest, we contacted Hertz at the Santa Fe airport and they fixed us up with a vehicle to complete our journey to Denver, but it was required to be back by 11am Sunday morning. On Friday after the holiday, we contacted Sabans at 8:30am and gave them all the info on what happened & where the vehicle was, with phone # and contact name at Chevrolet. I asked them to call me back with info since we needed to pick it back up on Sunday in order to return to Phoenix. They agreed, but never called back. We contacted them again at 2:30pm and they said we would need to contact the supervisor on Monday. I told them that was unacceptable and they needed to contact him or whoever was in charge and call me back. I then called the Chevy dealer and was told that Sabans had contacted them and said "Do not repair==we will have it towed back to Phx for repairs." I then called Sabans back and demanded to hear from someone with some sense of responsibility within 30 minutes of how they planned to get my family back to Phoenix. Their response: "OK." After 2 hours, my wife called them again asking what they planned to do.

Their response was nothing would be charged against our credit card. She asked how they expected us to get back to Phoenix and their response was, "You'll have to make other arrangements." Today, I went by their facility asking about some medical testing equipment that was left in the vehicle and was met with a rude, vulgar & abusive battering from a scar-faced individual that called me every possible slur; told me to leave the property or else. He became so irate & screaming, I felt like I was going to have to defend myself physically. He then went to the back room after pointing out that I was on camera, and refused to come back out. I made several comments about their lack of consideration for customer service and his lack of personality, to which he never responded. I then took my leave trying to explain to my now surprised son who witnessed this outburt by this guy.

I see now the many complaints filed about them, and just wish there was a way to contact you all who have had previous experience with them. As a group, I think we have the ability to squash this type of bad business. Any suggestions?

Mark
Phoenix, Arizona
U.S.A.