Complaint Letter Regarding Severe Discrimination Against Asian Customers and Poor Service Attitude:
I am writing this with extreme anger and disappointment, to formally lodge a complaint against the unjust treatment, discriminatory behavior, and highly unprofessional service I experienced during my car rental process with your company. I believe it is necessary to bring this unpleasant experience to your attention and request that you address it with appropriate measures.
I rented a car from your company between March 28th and April 1st. Starting from the day I collected the car on March 28th, various issues arose incessantly. Upon arriving at the rental counter after walking quite a long distance, the staff suddenly demanded that we purchase an insurance plan that had not been communicated beforehand. This caused unexpected financial burdens and significant inconvenience, reflecting a lack of professionalism and sincerity in your service communication. Throughout subsequent interactions with your staff, similar situations occurred at least 30 to 50 times. Whether I was inquiring about vehicle details or seeking assistance with certain procedures, the staff frequently displayed a blatant lack of patience, provided vague and unclear responses, and even interrupted me multiple times before I could finish speaking, leaving me feeling deeply disrespected.
What I found completely unacceptable took place during the car pick-up process at the parking lot. Upon arriving at the designated area, the staff clearly noticed us, but on two separate occasions, they went straight to assist European-looking foreign customers, completely ignoring us. It was only after I explicitly pointed out that we had arrived first and insisted on being served in order that the staff begrudgingly handed me the car keys, with no vehicle inspection conducted whatsoever. After getting into the car, unfamiliarity with the parking lot layout compelled us to seek guidance from the staff, only for them to immediately turn their attention to serving other foreign customers, leaving us helpless. This kind of differential treatment based on race and appearance severely infringed upon our dignity as consumers and violated the principles of fairness and equity in business conduct.
I strongly demand a thorough investigation into the matter and a formal apology from your company. Furthermore, I hope your company will implement effective measures to strengthen staff training, improve service awareness, and prevent similar discriminatory behavior and poor service attitudes from happening again. In addition, regarding the time wasted, emotional distress, and additional financial burdens imposed by your staff’s misconduct, I reserve the right to pursue further compensation.
I look forward to receiving a satisfactory response from your company as soon as possible.
Mr. Deng
The local car rental company is great. The car was clean, in good condition, and very comfortable to use. Procedures were handled on the arrival level (second floor), and both pick-up and drop-off were at the same location on the first floor, with the same person assisting. The young man was very polite. During use, the side mirror got scratched a bit, and I informed the company. Although there wasn’t a visible mark, I was prepared to pay if they requested compensation. However, the young man checked and said it was fine, which was great. I couldn’t find a car wash, so I asked him for a recommendation, but he said it wasn’t necessary, which made me really happy. Both pick-up and drop-off went smoothly, and I strongly recommend this car rental company!
Very satisfied. Thai people are very polite. I rented a car for 6 days and planned to extend for one more day. They informed me there was no need to pay extra as long as the car was returned by 2 PM the next afternoon. During the rental period, it rained, and parking under a tree led to some bird droppings, so the car got a bit dirty. However, when returning the car, I was told there was no need to wash it as long as the interior hadn't been soaked or had any unpleasant odors. A very pleasant car rental experience, and I plan to rent from this company again next year.
Be sure to pay attention to their pick-up time. Their operating hours end at 8 PM. If your flight is slightly delayed, you might not make it in time. It's recommended to opt for a 24-hour service instead.
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