BajaNomad - National Rental Car La Paz - SCAM

National Rental Car La Paz - SCAM

Natalie Ann - 5-15-2008 at 09:52 AM

Before leaving on vacation I reserved online an intermediate size rental car with National Car Rental, La Paz. The price was very good - $204 per week online price.

When I picked up the car, the front driver's side light and turn signal and their plastic casing was broken, car had a bad dent in front same area. I said 'this won't do' and asked for another car. Alan told me he would have a different same-sized car the next day at 4, and said he would hold it for my exchange.

6 days later I have been to National everyday at appointed time (10 a.m., 4 p.m., 9 a.m., noon, etc.).... they say each day that they have no other car either downtown or at the airport. They offer me a very tiny economy car and want $100 per week more for the rental. (costs more to rent here than from US, they say)

Yesterday I told them that I will not pay more for another car and want a refund to my credit card, that I'll rent elsewhere. They refuse refund saying that since I have not "completed my contract", all monies are theirs. Loud voices, then silencio.... after which they agree to refund my money.... but want to charge the daily rate of $80 plus insurance PER DAY for the 6 days I've had car. That's still more money than I paid for two weeks rental.

The rental agent (not Alan) starts laughing and says that if I don't want an economy car at $100/week more, he can give me the upgrade which Alan promised me yesterday - but it will cost me another $600. Loud laughing continues as I walk out the door. I am furious but leave with car, as I have no other transportation.

Yes, I am contacting my credit card company to see if they can help work this out. No, I cannot rent elsewhere at an affordable price as the online discount is for weekly rentals and I don't have enough time left for a full two weeks.

I'm not gonna let this ruin my good time in La Paz.... but it certainly has put a damper on it. I cannot drive anywhere after dark, I have no front left turn signal, and have spent hours at National.

I strongly advise folks avoid National Car Rental. This is a scam. They rent cars they don't have, then refuse refunds or exchanges to what was promised.

Anybody knows of someone/agency in La Paz I should speak to about this, please let me know.

Nena

CaboRon - 5-15-2008 at 09:58 AM

Just wait until you turn it in.....

They will then try to charge you for the damage to the car....

CaboRon

twogringos - 5-15-2008 at 10:00 AM

There is a tourist complaint office on Abasolo, (the highway to the north) about half way to the airport. It's near the Specialties Medical Center on the south side. Maybe someone else know more?

Natalie Ann - 5-15-2008 at 10:09 AM

CaboRon.... I may appear dumb, but I did not just fall off the hay wagon. Have written confirmation from them (signed by two agents) that car was damaged when rented. I made them record every single small ding and scratch.

twogringos - Thank you. Just what I was hoping for.

Nena

bajajazz - 5-15-2008 at 10:20 AM

It might be worth it to take the complaint to Profeco, our local version of a consumer protection agency. They have been known to make some effective phone calls. They're located on Jalisco near Madero.

Also, there was once a tourist-aid office on the Malecon at the foot of Diez y Seis, may still be there. I received some fast help from an interpreter there dealing with a robbery that involved the Ministerio Publico. Nice people, kind of makes up for the scum who prey on tourists. Car rental employees seem to be unusually venal and corrupt, arrogant too.

BMG - 5-15-2008 at 10:23 AM

Had similar problems with Thrifty in La Paz.

I'm also very anti Alamo Car rentals. I've never rented from the La Paz office but we live close to their "car washing" lot. Very poor neighbors. Very loud music from dawn until late night at times. Some of the 'music' is very vulgar rap with F word used repeatedly.

Lots of hollering, screaming, honking and racing in and out of the dirt driveway.

They did get rid (or maybe it died) of the dog they were starving on the lot but now have another one to starve. Poor thing howls a lot.

BMG - 5-15-2008 at 10:26 AM

Quote:

Originally posted by Natalie Ann
CaboRon.... I may appear dumb, but I did not just fall off the hay wagon. Have written confirmation from them (signed by two agents) that car was damaged when rented. I made them record every single small ding and scratch.

twogringos - Thank you. Just what I was hoping for.

Nena

I also take photos of the rental from all angles and make sure to get the agent in at least some of the pics.

Natalie Ann - 5-15-2008 at 10:35 AM

BMG.... I wanted pix and the camera batteries were dead. Next time I'll check those BEFORE renting a car. sigh.

Anyhoo.... I knew I'd get some helpful info from Nomads. I'm off to both Tourist Complaints and PROFECO now. Silly way to spend a day, but I'm too annoyed to let it pass. Thank you all for the advice.

Nena

(edit for spelling)

[Edited on 5-15-2008 by Natalie Ann]

CaboRon - 5-15-2008 at 10:38 AM

I also had trouble with Alamo, in dntwn Cabo San Lucas.

Had to walk away from the rental and use cabs all week ... and even at Cabo rates it proved to be cheaper than the modified contract that they proposed ...

Are the stateside offices of these companies interested ... maybe they could threaten their franchises ....

CaboRon

vandenberg - 5-15-2008 at 10:44 AM

Renting a vehicle in Mexico is a different animal then what we are used to.
I remember in the 70's renting a van with for a bunch of us on a fishing trip. The agent, on Abosolo, handed me the keys, pointed to a volkswagon van accros the street and told me' There you go, have fun"
Vehicle had two, that is 2, flat tires.
But then another time, a friend and I, spend a week in La Paz, also a fishing trip, and got a car from Hertz, put on his credit card, and were never charged.
Mexican efficiency personified. :biggrin:

vandenberg - 5-15-2008 at 10:48 AM

Quote:

Originally posted by Natalie Ann

I cannot drive anywhere after dark, I have no front left turn signal.

Nena

If that would keep the average Mexican from driving at night, the roads would be pretty much empty. :biggrin:

sd - 5-15-2008 at 10:50 AM

Natalie Ann,

Good for you to fight back!

If you provide some details (contract number), many of us will write National asking why you were treated poorly.

Good luck.

wilderone - 5-15-2008 at 11:00 AM

Had a problem with Avis in Cancun (wanted 2 hours, plus full day's insurance when I turned car in 20 minutes after the agreed time on contract. 2 hours, per hour rate, was more than a day with weekly rate). I wrote to Avis online, and told them the story - told them I'd never rent from them again, blah, blah. They credited me the entire charge beyond my agreed contract price.

CaboRon - 5-15-2008 at 11:05 AM

Quote:

Originally posted by wilderone
Had a problem with Avis in Cancun (wanted 2 hours, plus full day's insurance when I turned car in 20 minutes after the agreed time on contract. 2 hours, per hour rate, was more than a day with weekly rate). I wrote to Avis online, and told them the story - told them I'd never rent from them again, blah, blah. They credited me the entire charge beyond my agreed contract price.

Exactly my point, if Alamo has to repeatedly keep paying for their namesakes screwups maybe they will start pulling franchises.

CAboRon

sd - 5-15-2008 at 11:08 AM

Nomads,

Lets all PLEASE help Natalie Ann.

I just e mailed Laura Bryant at National and explained Natalie is having a problem RIGHT NOW, to please help. I feel that all of us should e mail until Natalie is satisfied.

National rental car
Laura Bryant
Manager, Public Relations
laura.t.bryant@erac.com
(314) 512-4178

Corporate Headquaters;
National Car Rentals
6929 North Lakewood Avenue Suite 100
Tulsa, Oklahoma 74117-1608

Lets see what a group of Nomads can do to convince National Car Rentals we should be treated as valued customers!

BMG - 5-15-2008 at 11:26 AM

Quote:

Originally posted by sd
Nomads,

Lets all PLEASE help Natalie Ann.

I just e mailed Laura Bryant at National and explained Natalie is having a problem RIGHT NOW, to please help. I feel that all of us should e mail until Natalie is satisfied.

National rental car
Laura Bryant
Manager, Public Relations
laura.t.bryant@erac.com
(314) 512-4178

Corporate Headquaters;
National Car Rentals
6929 North Lakewood Avenue Suite 100
Tulsa, Oklahoma 74117-1608

Lets see what a group of Nomads can do to convince National Car Rentals we should be treated as valued customers!

Just sent off an email. If this works I may request a similar campaign to Alamo. They've ignored any complaints that I've made.

Martyman - 5-15-2008 at 11:32 AM

When I rented a car in La Paz I had an email from the national headquarters in Minnesota. The mexican car rental people were giving me the run around until I produced the letter. They treated me well after that. They did not want to lose there franchise.

Marie-Rose - 5-15-2008 at 11:49 AM

I am in the process of writing an email as well ( we have friends who often rent vehicles for their TS vacation)... I thought I should at least have the right name... Natalie Ann or Nena?????

Skipjack Joe - 5-15-2008 at 04:50 PM

Quote:

Originally posted by Natalie Ann
XThey rent cars they don't have, then refuse refunds or exchanges to what was promised.

Natalie,

That's common here as well. You seldom are given the car you reserve on the internet. They give you what's available at the time and charge you as per original agreement.

However, if you ask for something different than your agreement you are charged considerably more than what you would have been charged if made the agreement on your new car.

Basically it works like this. Before you make the agreement you're in the driver's seat and can get a good deal. Once you've commited to a vehicle with cash they're in a more powerful position and charge you more than the car's worth.

The advantage here in the US is that you can exchange a car due to problems you describe without problems. They do have a reputation to uphold.

I think your best bet is to make do with what you originally got. Once you drove the car off the lot the balance of power shifted.

Your experience comes with the territory of traveling in latin america. I remember one episode in Cuzco, Peru. My taxi was going to take me to the airport but was running late. Finally he showed up and assured me that we still had enough time to make the departure if we just hurried. About halfway to the airport the driver has a flat and, guess what, - no spare tire. He jacks up the car and we both run to the nearest tire shop to have it patched. Slam, bam - we run back with the wheel, replace it. He floors his little car and we screech up to the terminal. Guess what? The good thing is the whole nation is like that. The airline is late also so they cancel each other out and I make the departure. It's just different down there. When in Rome do as the Romans ....

Natalie Ann - 5-15-2008 at 07:03 PM

It's evening and I have calmed down over this issue. I very much appreciate everyone's concern and assistance.

I did a few things this morning.... called my card company and reported a problem, asked if they might speak to National Car Mexico - they will. I also called the National Car Mexico consumer help line and explained to them - mentioning in my first and last sentences the names PROFECO, my VISA card, and LP Office of Tourist complaints. They seemed concerned and said they'd phone me back when a new car is ready for pickup.

Did some things around the house here, then after 1-1/2 hour with no call... I decided pretty much what Igor said - stuff happens and I'm wasting perfectly good vacation time trying to get my way. I don't like driving after dark and would best be back in LP by dark.

So I spent most of the day at the beach and all my frustration just dissolved. Thanks again for the concern and advice, nomigos... all will be just fine.

I will, however, never ever rent from National again.
It's back to riding the bus for me. :yes:

Nena

Roberto - 5-15-2008 at 07:47 PM

Nena, you've been missing the obvious.

Here's how to solve your problem, and get what you want. Just ride in there nekkid. You'll be amazed at the response. :lol:

805gregg - 5-15-2008 at 09:18 PM

I rented a Jeep in Loreto last Sept. Price doesn't matter. I showed up. They had a FWD Jeep Liberty for me. They asked me where I was going to drive it, I said (I had my longboard with me) San Juanico. They looked troubled, I was worried there was something mechanically wrong, they said no, it was in an accident. I replied let me see. I went outside, to the car, the tail light was broken and taped up. I said big deal, get me out of here. The porter not only helped me carry my camping gear, he helped me put the surf racks on the jeep, and when I came back 6 days later I got the same treatment. Don't sweat the small stuff, you're on vacation.

oxxo - 5-15-2008 at 09:29 PM

Quote:

Originally posted by Natalie Ann
When I picked up the car, the front driver's side light and turn signal and their plastic casing was broken, car had a bad dent in front same area.

Nena, on the positive side..........you will blend right in!

Suerte

fishbuck - 5-15-2008 at 10:57 PM

My trip is next Wens. I guess I can expect a beater. As long as the aircon works no problema. I renting and econobox so I'm sure they'll have one.
But I hope it goes smoothly.

Natalie Ann - 5-16-2008 at 06:31 AM

Roberto - You're right.... and I was gonna try that. But the plastic seating is soooo uncomfortable against my nekkid burro... motorcycle has nice cushy leather seat.

oxxo.... I'd blend in with the locals were it not for that big green National sticker on the car, which shouts - gringa driving! :wow:

fishbuck - You expect the air conditioning to work? :lol:

Excellent good luck to you!
The air conditioning in mine works best if I open all windows and drive real fast. :wow:

And 805gregg - Wish I'd had you and Igor to remind me the lay of the land a few days ago. There's still a part of me wants to slap silly that smart-***ed kid from yesterday, but I'm gonna let go of that part in a bit during my morning walk.

Again, thank you everyone for your caring and concern.
Have I mentioned how much I've enjoyed riding the bus for 12 years?

Nena

[Edited on 5-16-2008 by Hose A]

amir - 5-16-2008 at 06:39 AM

... very serendipitous that I chanced upon this thread...

Now I know for sure you need an adjustment.
Check your u2u.

Amir

Natalie Ann - 5-16-2008 at 06:50 AM

Quote:

Originally posted by amir
... very serendipitous that I chanced upon this thread...

Now I know for sure you need an adjustment.
Check your u2u.

Amir

Need an adjustment? Who, me :?:

Yes, thank you Amir - let's try to arrange something for Wednesday.
Meanwhile, you get feeling better yourself.

n

Iflyfish - 5-16-2008 at 06:59 AM

Amir,
Looks like we all need an adjustment at times down in Mexico! I got mine a while back discussing the issue of different prices for different people. I guess the trick is to stay loose and not get out of joint! I appreciate Natalie's processing of this.

Iflyfish

capt. mike - 5-16-2008 at 08:06 AM

this is why i ONLY use american express or my business class visa when they won't take AE.

if there is even a hint of bad biz or back sass BS from the vendor i simply tell them to cancel no matter what they say i "owe" and then call the card's 24/7 cust service line and log in the facts. i NEVER have had to pay in the end.

Natalie - i hope this works out.
i never expect reasonable service in mexico so am never set up for disappointment. and if something by magic does work out - hey it's a bee yoo ti ful day!

mexico started out being fun because it's a 3rd rate 3rd world place for adventure if you can stomach it. not for the weak of heart or mind.

now it is becoming a "pretender" to joining the rest of the world in class. sorry........not gonna get there yet.

RESOLVED

Natalie Ann - 5-16-2008 at 05:13 PM

Well glory be and several Hail Guadalupes! As of 5 p.m. Friday, I have a different car... 2 upgrades to a Jetta and delivered to my door - with apologies. Took pictures of the many dents dings and scratches, also Alan marked them all clearly on the diagram.

We checked water and oil - there was almost none of either, just like the last car. Poor guy didn't know what to do. I said I'd have oil and water put in, would bring receipt when I turn in the car. Said they could reimburse me - or I'd wait until home in Berkeley and write my credit card and National Car Mx to deal with the refund.

So... the impossible has happened. For me, it took venting (here, to my credit card, to National Car Mx) and then letting go of it all. I never get what I want until I remember to let go of the need.

Also the fact of this Nomad email campaign in my support - must have have a big effect. Comment was made "you sure have a lot of friends around here". Thanks to all for the assistance.

Now I'm going to rest from a hard day at the beach. :lol:

Nice to know I can drive tonight for dinner... already walked a hole right through my sandals.

great big smile

Nena

Paulina - 5-16-2008 at 05:17 PM

Nice to hear a happy ending. Enjoy the rest of your vacation.

P<*)))><

lingililingili - 5-16-2008 at 05:34 PM

Natalie Ann:

Do you ever wonder where we would be without the internet?

Paulina - 5-16-2008 at 06:20 PM

Quote:

Originally posted by Hose A

Quote:

Originally posted by lingililingili
Natalie Ann:

Do you ever wonder where we would be without the internet?

In the kitchen fixing dinner. :saint:

O.M.G.

You're kidding. Right?

When we built our house in PB, the architect forgot to build in a space for the fridge, which I pointed out during our walk through. His reply, "There's a reason women belong in the kitchen."

P<*)))><

sd - 5-16-2008 at 07:26 PM

Nena,

Happy to hear that things improved.

Laura Bryant,

If you are reading this, thank you!

lingililingili - 5-16-2008 at 07:36 PM

Quote:

Originally posted by Hose A

Quote:

Originally posted by lingililingili
Natalie Ann:

Do you ever wonder where we would be without the internet?

In the kitchen fixing dinner. :saint:

Hose A

I just finished washing the dinner dishes, took a cake out of the oven, hung up my apron and will check to see if there is anything else I can do for Mr. BMG. NOT! You did make me smile though!

longlegsinlapaz - 5-16-2008 at 08:03 PM

Hosed Up A, I'm certain that you'll be receiving an engraved invitation for the next social function held in La Paz. We need to talk!

Rendezvous with you in the kitchen! :saint:

BMG - 5-16-2008 at 08:40 PM

Quote:

Originally posted by Hose A

Quote:

Originally posted by lingililingili
Natalie Ann:

Do you ever wonder where we would be without the internet?

In the kitchen fixing dinner. :saint:

Thank you very much.

I sure enjoyed my bowl of cold cereal for dinner tonight.

gringorio - 5-16-2008 at 08:42 PM

Glad to hear it Nena - Happy vacation!

Did you see the sliver of moon shining on the Sea? Did you hear the Terns calling overhead? Did you feel the waves and sand wash over your bare toes? What more ...

:bounce:

greg

Quote:

Originally posted by Natalie Ann
Well glory be and several Hail Guadalupes! As of 5 p.m. Friday, I have a different car... 2 upgrades to a Jetta and delivered to my door - with apologies. Took pictures of the many dents dings and scratches, also Alan marked them all clearly on the diagram.

We checked water and oil - there was almost none of either, just like the last car. Poor guy didn't know what to do. I said I'd have oil and water put in, would bring receipt when I turn in the car. Said they could reimburse me - or I'd wait until home in Berkeley and write my credit card and National Car Mx to deal with the refund.

So... the impossible has happened. For me, it took venting (here, to my credit card, to National Car Mx) and then letting go of it all. I never get what I want until I remember to let go of the need.

Also the fact of this Nomad email campaign in my support - must have have a big effect. Comment was made "you sure have a lot of friends around here". Thanks to all for the assistance.

Now I'm going to rest from a hard day at the beach. :lol:

Nice to know I can drive tonight for dinner... already walked a hole right through my sandals.

great big smile

Nena

longlegsinlapaz - 5-16-2008 at 08:45 PM

:lol:

Serves you right (pun), for offering me up to the blood suckers...but I'm betting tonight was "self-serve"!! :tumble:

Skipjack Joe - 5-16-2008 at 08:58 PM

I'm very happy it worked out for you, Nena. I guess the blunt manner was just for show. They really wanted to please you after all.

What's to be learned from all this? I don't know. I suppose it depends upon why they decided to mend the situation. And that doesn't seem to be clear.

Roberto - 5-16-2008 at 09:06 PM

Quote:

Originally posted by capt. mike
i never expect reasonable service in mexico so am never set up for disappointment. and if something by magic does work out - hey it's a bee yoo ti ful day!

mexico started out being fun because it's a 3rd rate 3rd world place for adventure if you can stomach it. not for the weak of heart or mind.

now it is becoming a "pretender" to joining the rest of the world in class. sorry........not gonna get there yet.

You know, I have to take exception to this point of view. It only applies if you expect to travel U.S.-style at cheap rates in a foreign country. Mexico is not the U.S. Maybe someday it will be, I don't know, but I don't go there wishing it was. If you do, stick to Cancun and cruise ships. I get great service with a Mexican flair in most places. Service that could NOT be duplicated anywhere in the U.S. If you don't understand what I'm talking about, stop reading right here, because the rest will offend you.

This attitude is a close relative, if not exactly, what is meant by the phrase "Ugly American", and the image of the tourist that doesn't speak the local language and thinks that if he talks loud enough, the third-world locals will understand. I mean, doesn't EVERYONE speak gringo? :lol:

Mike, you've been down often enough -- get a clue, brother, or stick to travelling in more familiar places.

[Edited on 5-17-2008 by Roberto]

Natalie Ann - 5-16-2008 at 10:39 PM

Gene... I've cooked for you and Magda - remember?! :rolleyes:

Do you really think this woman belongs in the kitchen? :lol:

Igor - What I learned I've already stated... next time stick with the bus. It's within my comfort zone.

Greg - The moon is on it's way to full and was bright in the daytime sky - beautiful.

Now if y'all will excuse me, I need to go cook up some wheat thins and yogurt. :dudette:

Nena

AcuDoc - 5-18-2008 at 02:33 PM

I have also sent an email with a c/p of your post with this addition:

Dear Laura

Please take notice of this report on the office in La Paz Mexico. Many of us travel to La Paz by air and would like to be assured that when we rent a car that the contract is upheld. The members of Baja Nomads have many years of experience and our suggestions are taken to heart. If this situation is not resolved I can assure you that the Nomad board will keep it alive and it will effect not only business in Mexico but in the US as well. I'm sure you and everyone else involved only wants what is fair.

Larry Anthony Pannell L.Ac. MSOM

[Edited on 5-18-2008 by AcuDoc]