To whom it may concern,
This is the complaint letter I sent to those whom I thought could help my wife and I solve an issue that we found to be
Very troubling. It involved an employee at the Jacksonville Easienrt, specifically the manager named Franky.
Priceline Booking Number 202-281-644-38
Easirent Reference Number 1863754

Easirent Wally Park, Jacksonville, FL airport
We went to pick-up our rental on February 15th, 2020 and had all the information we were told to bring (credit card, drivers license). The young man, Franky waiting on us, informed us we needed proof of our auto insurance which we did not bring because we were not asked to bring it. When we challenged that he informed us that local rules can require them to ask for proof of insurance. We have Erie Insurance and at this time on a Saturday they are closed and not open on Sunday. The manager, Franky, said we couldn't have the car without proof of insurance. We told him we would call and give them that information on Monday and he said ok. Then he blindsided us about the in-kind coverage on our credit card which we thought we had but would check with Bank America, his response made us feel threatened and also taken advantage of. Again, none of this was mentioned on any of the documents. It was hard to understand Franky at times which only made the situation worse so my wife took over. Once again, we were told we couldn't take the car without the proof of insurance, which also was never mentioned on the paperwork. My wife explained we would call them on Monday with the information so the charges that we paid extra for, would be taken off once that information was given Franky and that would be ok. We signed off and waited for the car, which was not what we asked for. It looked like the worst one on the lot and the windows were very dirty and very hard to see out of the windows because of the stickers on the side window.
On Monday, as promised., we called Erie to get the information for our insurance and also Visa to make sure we had the in-kind benefit. Both of these services were to be taken off our bill once the information was suppled. Called 1-888-901-5121 on Monday the 17th twice, once busy and 2nd time hung up on after we told them we were calling with the information they needed. Called again Tuesday the 18th and kept getting busy signals.
Not only was this a terrible experience initially, but customer service once they knew why we called, decided to hang up and not answer the phone after they saw the number. Thankfully, the return went smoothly and very glad the person who waited on us was helpful. The rep at the desk upon return, Dasha, informed us that all she has to do is ask for proof, if not available then it would have been accepted, that being two adults in there 70's would have insurance.