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"Compensation for what?"

I work for a car rental company as a specialist. Basically when a customer demands a supervisor I take the call.

Yesterday I had a customer who made a reservation for today. Was supposed to pick up a Volvo XC90 or something similar at the airport.

The issue was that she paid with a debit card. Long story short, airports don’t accept debit cards if you don’t have a return ticket or a flight itinerary. Another issue is that the car category she chose is considered “specialty vehicles”, so you need to have a credit card to rent one of those.

I suggest we change both the pick up location and the car category to make sure this rental is possible. I select a location close to her premises and another type of car and quote her how much it would be.

She starts to ask for a discount, a coupon, or some sort of compensation. I initially tell her that this is indeed the best rate I can offer, but she keeps insisting until I finally lose my cool.

H: HenriquesDumbCousin C: Customer

H: With unlimited miles, taxes and fees included and discounts, this is the best rate I can give you.

C: But that’s the same rate that’s on the website, can’t you do something better?

H: This is the best rate I have, sorry.

C: But you’re a supervisor, you should be able to apply a discount or a coupon as compensation.

H: I apologize, but compensation for what?

C: For the inconvenience.

H: What inconvenience? This reservation is for tomorrow.

She starts telling me that this is a big inconvenience because now she’s losing her time speaking with me when she could be doing something else. Starts telling me that she shouldn’t be calling, that the website doesn’t mention any of the debit policies, etc.

H: Ma’am, we’re on this predicament because you didn’t read the terms and conditions, I’m just trying to fix the situation

C: You’re a fucking prick! Just give me back my money.

Issued a full refund and she hung up. Checked her account before my shift was over, and she rebooked another reservation at the same location I suggested in the first place.

submitted by /u/HenriquesDumbCousin
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How not to commit insurance fraud #2

(M)Apparently I’m violating california law by not giving her a discount.