Everything went great! Dino was very accomodating!! There were some hiccups prior to the start of the trip but Dino and his crew jumped right on it and made sure I was taken care of! They are for sure my go to crew for car rentals!!
March 18th was my 2nd time renting from De Anza Car Rental at the Ontario Airport Hotel. I went in at 10pm to pickup the vehicle. I was booked for the Jetta since I enjoyed the car my first time around when Collin had assisted me. This time around it was some younger Caucasian girl, in her 20's, auburn/brown color hair a little past shoulder length. She looked somewhat untidy & wasn't dressed professional at all. She immediately had an attitude when i walked up. You could tell she really didn't want to be bothered & wished she wasnt at work. She printed out the paper work & I noticed it didn't say unlimited miles so I asked her why it didn't when Collin said we would always receive unlimited miles. She proceeded to claim that there was no notation concerning unlimited miles whenever we rented & that she wasn't there initially when we rented with Collin so she didn't know. She told us she didn't know what else to tell us & said she didn't know what we wanted her to do. We asked her if she could call & ask him. She expressed that Collin had been off for about 5hrs & she doubted he would answer because he was out & it's a Friday night. She went on & called Collin in front of my mother & I. When she got off the phone she said he was intoxicated & drunk & that he was out at the bar or club. She said he said he had no recollection of giving us unlimited miles our last visit nor guaranteeing unlimited miles anytime we rented. She said it's very clear he had been drinking & that he was was intoxicated. She claimed he just said he was getting off of the phone & hung up on her. Once that happened she said that Dino was out of town with his family & that Michael was sleep because he had been sleep earlier that day when she had tried contacting him so there was nothing she could do or no one to contact. I let her know that I felt that it was a little odd that there was no manager to contact if she had an issue or concern with a customer. She then left out to their back room & when she returned she claimed she had spoken to Michael who she originally said was unavailable & sleep & also she said she called corporate & we wouldn't be getting unlimited miles unless we payed $20. At this point I explained to her we just simply wanted to know about the unlimited miles & that there was no need to be rude or make the situation bigger then what it was. My mother went on & paid the $20 extra for unlimited miles just to be on the safe side. The young lady went out & pulled the car around. It was in fact the same whiteJetta from my last rental when Collin had switched us out. We did the walk around & she marked the same things like the dent, front & back scratches & broken cup holders. The car was still dirty on the outside but dirty in the inside this time. The young lady was in a rush & explained to me how it was now 10:36 & that she was no longer getting paid once it had hit 10:30 & that she wasn't getting paid for over time. When she showed me where the gas meter was at, my mother asked her how to read it. She quickly explained it so my mother didn't get the full understanding so my mom asked me & I explained it. Once I stepped back outside the car, the girl made a smart remark to me about my mother saying "man I explain it 3 times & you're telling me she still didn't get it, man." I simply ignored her & didn't respond. I signed the paper & I got in the car. By the time we got down by our house, the air pressure light came on. By this time it was around 11, & we knew no one was back at the car rental place. We pulled into a gas station & put air into all 4 tires. The air pressure light was still on. We just assumed you had to reset the air pressure setting after putting in air so we ignored it & proceeded home. The next morning on my way to work, the car started making a weird sound. Sounded like a whining, & it got louder like as if something was rattling. It would stop for a while but eventually you would hear it again if you didn't have music or anything on. My mother noticed the longer you drove the car, the louder the sound got. When we returned the vehicle there was a nice young lady there of the name of Vanessa. We told her all the issues we had & she was very apologetic. She couldn't believe what the last girl had act & said. She let us know she would be letting Collin know & that we would be receiving a call back concerning the issues with the vehicle & for accommodation purposes. We never received a call back. So maybe a week later when we wanted to rent again, we called in & got Vanessa & told her we wanted to book a car but haven't heard back from Collin & just wanted to see if he was going to give us any accommodation because of our last rental experience. She said she would call corporate because she wasn't able to get in contact with Collin or Michael. When she called us back she expressed that corporate said all they could offer us was unlimited miles on the next vehicle. I found that kind of ridiculous but I was in need of a rental because I needed to get to work. When we went in on March 26th to pick up the vehicle. Michael was there, we let him know everything that had happened. He just said he's sorry that happened. He didn't say too much. When he pointed out what vehicle we were getting my mother immediately said isn't that the same white Jetta we had issues with. He told us no & that that Jetta had been sent to their riverside location for maintenance & that they have more then 1 white Jetta. He assured us this Jetta was not the same & we would not have any issues. My mom went on to ask him if he was sure because she sees the same air freshener hanging from the rear view mirror. He expressed that all their cars have the exact same air fresheners. Michael told us he would be right back & that he was going to pull the car around up front. My mother & I was so busy talking so we didn't see where he went once he went outside. A few minutes had went by & we see the car is gone. Michael was gone for a good 10mins, he finally returned, & he had taken the air freshener out the window. When we walk outside my mother asked where he had went & he said he drove the car around in the back parking lot to insure it wasn't making any sounds & it was okay. My mom asked what happened to the air freshener & he just ignored her & proceeded with doing the walk around. My mother then pointed out the same exact dent, on the same exact side & area like the white Jetta we had issues with. Michael said all their Jettas have the same exact dents & said this was not the same car.i tried to give Michael the benefit of the doubt. I even told my mom I didn't think it was the same car but my mother said it had all the same scratches, dent & the car was still filthy. Michael said ladies you won't have any issue, this is not the same white Jetta & please let me know if you do experience any issue & I'll have a car from riverside sent over. I signed & we drive off. Later that day once I got off I look down & realize the cup holders are broken. IT WAS IN FACT THE SAME EXACT CAR! My mother even told me the car was making the same sounds while she was driving. I couldn't believe this! Michael had really lied to our faces just to get our money. I was upset & told myself I refuse to rent from them again. If this is the kind of business they were running. When we returned the car, Vanessa & Michele was there. When Vanessa asked how it was & we expressed that it was in fact the same car & it had the same issues & that Michele had lied to our faces, she apologized. Michael just stood there & said nothing. He refused to even look our way or say anything to us. He knew he was in the wrong. Vanessa apologized we told her we wouldn't be back renting again. Michael was still right there & never apologized, or spoke one word. Vanessa wished us a happy Easter, we told her the same & left. Never again will I be back. I was desperate & needed a car rental that's why I went back, maybe hoping it would be different after that horrible experience with the initial first young lady but after being lied to by a manager, I will never be back. I rather pay more money & take my business else where then to be mislead, mistreated, lied to & given cars that clearly need work & are not even clean or up to standards! They do not care as long as they are making their money. Worst experiences after not being able to deal directly with Collin.