I use this company regularly and have had small customer service issues in the past but nothing prepared me for what this women was about to do. I have been renting this time for just over two weeks. Last week I went in to extend my rental period and Nicholett the agent asked if I would do her a favor and swap the full size car I had for a truck since someone had reserved a car and she had none on her lot. I agreed as long as my rate stayed the same, as that was all I could afford. She agreed and the switch was made. Yesterday I went in to extend my rental for another day. It was 4 pm, so I still had an hour until I had to return the truck on my current contract, but Nicholett wanted me to trade the truck for an economy size Ford focus, since she had already reserved the truck for another customer after 4 th of July holiday. No way I said, I'm not squeezing into an economy car, besides why would you reserve a truck when its still rented to someone else? She immediately became loud and hostile, demanding I surrender the keys. When I refused, she said she would then be charging me full price for the truck, even though the contract was still in effect for another hour and she was the one who pushed it on me for the same rate as the full size car. she proceeded to threaten every thing she could think of I calmly rejected her rant and said ok im leaving to arrange a ride from here, be back at 5. She then ran out from behind the counter to the front door and locked both the dead bolt and door handle and positioned herself in front of the door with her arms spread wide. She then said you are not leaving here with those keys. At this point my anxiety level was getting high and she was acting so crazy that I said i needed to use her phone to make a calo hoping to get someone besides the guy that cleans the cars down there to witness this insanity. This other employee witnessed the entire meltdown but didn't even come out from the side hall to diffuse the situation.
At this point she runs back to the counter says no to my request to use the phone and picks it up herself stating that she is going to call the police. She pretends to dial 911, but when I say thank god, call them please, she soaked down the phone. At thus point I had reached the door, unlocked it and headed towards the truck, she came running out from behind me and blocked the truck door with her body. At this point I sat on the ground and said I guess we will both just wait then. She complained and teller, then finally broke dwn in tears while I sat there silently. After about five minutes she said oh fine whatever,, just pay me for tomorow and I will deal with you after that. Shocked, I handed over the payment fully expecting her to pull some wierd trick. But she just acted like nothing was wrong and walked back to the buiding and went in. I was totally freaked out and proceeded to get in the truck and call my wife. Of course it is now a holiday and no one is available to talk to us, the voicemail system was full at corporate as well.
All I know is this crazy person totally crossed every line on a professional level, and even worse she held me against my will inside the business, stopping only seconds from physically assaulting me. Nothing they can say wlk convince me that she is mentally sound.