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Original Comment September 30, 2013.<br /> <br /> Who may concern,<br /> <br /> My name is Eduardo M. Guillermo and I'm writing this letter regarding my mother concern, my sister and I. We make a reservation to pick up a 16 inches truck to move our stuff from Lehigh, Fl to Orlando, Fl. At the moment, we are living in Orlando and the plan was getting the truck on Lehigh and returned it in Orlando. The reservation was for the September 29th at 12:00 PM at R AND T RENTALS LLC,. While we were following our plan we went to the address above at the time where we supposed to be there, and what a surprise, the lady over there told us that they don't had the truck for us, that we need to go to another location that is like 40 minutes away from the first location, that was the beginning of a very sour situation. We ask her why? And she says that she doesn't have an answer and there nothing that she can do, she just sends to the new address and that's it. Meanwhile she was calling to the place and nobody answer the phone on that place, also she says that we had being called twice and asks us if no one get the calls, Her attitude was not the best at that time keeping a hard expression on her face. I can understand they called, but, for reasons that we don't know the messages did not go thru at that time to the cell phone, that's not the way to do business, the truck should be there and that's it, there's no excuses. We were running very late at that time already, because we needed the truck at 12pm so we can get back home (Orlando, Fl) the same day.<br /> <br /> Considering that was a Sunday we knew that fine another place to rent a track was not an option at that time we decide to drive all the way to the other location. We called first to the other place using our phone, and guess what, this time someone answers. First, the lady on the phone explain to us that they don't had the 16 inches truck at that time and mentioned that they close at 1:30 PM, that time at that moment was 12:30 PM, and remember we need to drive a 40 minutes long to get there, we getting better! Also says that she will be there waiting for us like if she was making to us a favor not resolving the problem. Finally we get there and the front door was close, we enter from a side door and there was she and another guy that disappears in the first minute that we get there, so she was alone, she never say welcome or apologize for the inconvenience that we went thru, she simply go direct to explain the information on the papers. I interrupt her to ask what the problem with our reservation was and why the company wasn't able to move a truck to the address we were suppose to get the truck, a simple question from a customer who is paying for a service. And guess what, she simple explode and star raising her voice to us with the worst attitude that I have experienced in my 12 years living in United States. I told her various occasions that I wasn't screaming to her and I was asking her to tone down her voice, that somebody was suppose to give us answer. She never stops her speech and simple was repeating like a crazy person that we should be calling customer service one time after another, the situation was surreal. Every question that we try to make was answered with the same attitude, and I was telling her all the time that the attitude wasn't the correct one treat a customer.<br /> <br /> The address of that station is, DLG Rental Enterprises, Fort Myers, Fl, and the name of that lady is Damaris Velez. On the other hand, my mother is a 65 years old person and became very nervous provoking that we need to seat her and try to calm down. Damaris never care about the situation and I'm still in shock because the way she treats us, very unprofessional. I know that the customer service in this country is not that kind that she show us and usually I am a very peaceful person but imagine how angry we were that I decided to write this letter. That situation change our plans, route, time and budget and this is unacceptable for us and I think also for your company, at that moment we were four people together that suffer that kind of unprofessional service that probably never again will be using or recommending your company. I am not writing to get any money, great offers or other kind of compensation because it is not the reason I am writing to you, it is only the frustration and the hard feeling of our experience that move me to write it. I only hope so that you take care of this situation with this people who are making your company look so bad. The bottom line should be that the truck was able at the place and time that were supposed to be, and at least that someone gave us explanations about what happens and why? And the most important, a respectful treatment as a costumers who are paying for a service, not asking for something free. Feel free to contact us any time if you need any other information, Eduardo M. Guillermo <br /> Eduardo M. Guillermo

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