• Report:  #109285

Complaint Review: Discount Car Rentals - Vancouver British Columbia

Reported By:
- Vancouver, British Columbia,
Mon, September 20, 2004

Discount Car Rentals
180 West Georgia Street Vancouver, British Columbia, Canada
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I'm new to Vancouver, I came to experience this beautiful country almost six months ago. I've given up on any compensation from Discount Car Rentals, but see that I have an obligation to other people traveling to this country and also to Canadians.

People renting a car from Discount Car Rentals should seriously think twice, especially if you're from out of town. My experience was that they're in it just for the money and have no scrap of care for customer integrity or care, it is absolutely appauling.

For Canadians and Americans you should know how this company are treating your visitors.

I rented a car from Discount in June/July 2004 and will never go back. When I first started calling around for a rental car to drive from Vancouver to see the Rockies and traveling as far as Calgary and back again I was given a competitive price by Discount. It was not the cheapest, but as far as having multiple drivers and unlimited km's and the extras we wanted they had what we needed... well atleast that's what the girl on the phone would have us think.

We were kindly picked up and taken to the downtown location to pick up the car. I went to hand over my credit card and it was nearly $200 above what we were told would be the highest FINAL cost (inc. tax, extra charges, insurance) over the phone. The staff member told us that it was not his fault because he wasn't the person we spoke to on the phone. The manager overheard, but said nothing. They didn't/couldn't address our basic concerns to either ease our minds, we weren't even looking for a reduction in charges. We had to leave that morning so didn't have many other options as far as a car went.

We went to the car which was diguised underneath a film of mud and residue and crayon. Inside there was mud and pools of water in the door handles... the excuse was that a family had borrowed the car before us! We were handed the keys and sent on our way only to find that there was no CD player like we had been assured of over the phone. 3000km's of static on the radio is exactly what we wanted.

Finally, we returned the car, more than mildly annoyed. The guy at the desk went and inspected the car and returned to comment "You could atleast attempt to clean the car before you return it!" Trying to be as patient as I could be I asked to get a customer service/ head office phone number so I could speak to someone about what had happened with our rental. We were scolded with a return "the manager is there" as he threw his arm to point across to the other side of the desk.

I spoke to Curtis Robertson, apparently the manager there and explained my situation. He listened very carefully and explained that he would like the opportunity to solve this at his level without having to take it further. I accepted and asked for the customer service number for my own reference, he refused and said that he'd be in touch that afternoon. I waited for a week for that phone call before I called him back.

I explained to him who I was and why I was calling. Several times he asked me to repeat my name and what exactly the complaint was about. He kept responding that he had no record of me renting a car nor that I had a complaint. I asked him for the customer service number and every time he responded by telling me he'd like the opportunity of dealing with it and asking what my name and complaint was. I was so infuriated I ended the conversation by telling him I'd deal with it myself.

I immediately got onto the website, but there's no customer service number there. Instead I settled for sending an email about how disgusted I was by the way they dealt with complaints and what had happened when I hired the car. Months later still no attempt at a response from anyone at Discount.

They are a company based on scamming money out of people, only interested in securing the rental money and leave it at that. It's absolutely discusting that they're allowed to be represented in a country like Canada. I cringe at the thought of those people and they're attempt at customer service dealing with tourists and business people that come into Vancouver. People need to make them aware that they are ambassadors and the fore people of Canada, the people that visitors see first.

If you have any interest in the way visitors see Vancouver/Canada then I suggest you let the people at Discount Car Rentals know how real Canadian's treat people and the Canadian definition of Customer Service. I'm fortunate that I have been here long enough to see how great Canadian's can be. Don't let Discount Car Rentals ruin peoples first impression of this beautiful country and amazing people.


Vancouver, British Columbia

1 Updates & Rebuttals


I Am Currently Suing That Same Company

#2Consumer Comment

Tue, April 07, 2009

Kate, I agree, Discount car and truck rentals, only cares about money and are scammers. I rented from them to go to the US. They never told me that they do not cover people for road side assistance across the border. They lied to me to tell me that they provide road assistance, They "knew" I was going to the States. When my car slid off the road due to horrible weather conditions, I was left stranded and had to find my own way home. That is ridiculous! Next time I travel somewhere, I will just take my own car. These auto rental placed are crooked, dishonest and don't back up what they say.

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