Discount Car and Truck Rentals...

Dear Sir/Madame: We are a large family of 9 adult drivers and 13 would-be drivers, soon. Discount Car has been a company we've supported and would like to continue to support, as Canadians to a Canadian company. Our family loves to travel, and everyone is spread out far apart, so there are countless opportunities to rent a vehicle, be it car, minivan, cube van, moving truck, etc. On or around April 1, 2019, I booked a minivan for 7. I received a confirmation from Discount that indicated my reserved vehicle will also come with a full tank, and I must return it the same way, full tank. This is very standard policy with all rental companies I have dealt with. On April 28, 2019, I went to pick up the van at 330 Steeles Ave. W. Vaughan, Ont., was served by Tia, who gave me a 2019 KIA 7 passenger. I signed the contract at 8:53 AM, being Holy Thursday, time was of the essence that we get on our way as I was renting it for only one day. Tia tells me she'll get the car cleaned and she'll be back very quickly. I waited precious 15 minutes for my rental. It came back very wet, very filthy interior (see attached photos), almost empty gas tank (see photo attached). Only after I commented unhappily about the almost empty gas tank did Tia say she can have someone fill it up. Having someone fill it up, she said, will take another 15 minutes! I told her I didn't have anymore 15 minutes to spare. I don't understand why the tank is empty when my reservation was made way in advance. And why the vehicle was filthy inside. It seems this office is not managed well, has no customer service in its vocabulary. Big Question: Why was the vehicle not prepped for the coming customer? Our whole day was wrecked because of the time wasted at the Discount office. When my daughter saw the vehicle, she asked : "Mom, where's the van?" I said the one parked outside. That's not a van, she said, that's an SUV. True enough, there was hardly room for an adult to stretch his legs in the back seat, hardly any trunk space for our journey of 7 people. There's a reason why a customer orders a minivan, for 7 people. Not for the company's convenience; but for the customer's. When I called to complain at around 11am, on April 18, 2019, Kivijian answered, and said he will have the manager Santo call me back in an hour because he has gone to the bank. Santo never called. When I returned the vehicle the next day, April 19th, the gas was more than what I got. As you can appreciate, it's hard to calculate the gas to empty as opposed to returning it full. Tia said she will tell Santo about giving me credit for the extra gas in the tank. She told me that Santo was not in that day, and that he will call me on Monday, April 22nd. Tia's attitude and countenance showed only disdain, insolence: no thank you, no smile, no apology. It got to the point of grating discourtesy that caused me to convulse with anger and accidentally bang the keys on the counter when she unemotionally, unhelpfully asked for them. Immediately I recovered, and apologized. I gave her the copy of the contract: She took it without saying anything; nothing about the $500 deposit. I told her that nothing has ever made me shake with anger so much as their terrible customer service.Still no offer of amends, no offer to make the customer feel "satisfied," no commiseration. Nothing. I had to ask for the copy of my contract back. On my way home, I remembered and called Tia to ask about the $500 deposit. April 22nd. Santo did not call. I called and he answered, saying he did not know about my complaint, and kept turning off the phone while I was still talking, saying he's the only one in the office. Four times he interrupted me rudely. On Saturday, Apr 20th, the day after I returned the vehicle, I received a call from Discount Car head office asking me about my rental experience, and my answer was "0." The lady said she will relay this to her superior and someone from head office will call me. I would like credit for the extra gas I put in, as promised by Tia. What can Discount Car offer to make an unhappy customer become a returning, happy customer? Thank you for your prompt attention. Yours truly, Evelyn Lim Chia

The car I rent this past long weekend was horrible on gas. Even on previous occasions there was always some problems with the car

Would of gave you 5 stars. But the guy serving us was rude. He tried to pull a fast one on me saying I o ly got 100km when your add said unlimited. My wife went to go work it out with him and he gave her attitude witch she wasn't happy about. I would recommend your company. Bit your employees need to learn how to respect the customers. After all if it wasn't for us they would not be getting a pay check.

I have booked cube van,but coming ,rep said that there isn't van and I need to take only truck,I'm upset of your business

I reserve an economic car, but when I come to take reserved car, you suggest different class car, which is not fit my plans