I have rented cars around the world during my various travels, none has been remotely this bad. Our car broke down right after midnight on NYE, in the middle of nowhere, 1 hour away from Puerto Escondido, where our hotel was. We called the "24-Hour" Roadside assistance, which was a MexRentacar person, who would not believe we couldn't move the car. Kept telling us we need to bring the car to an office the next day. We sent him pic of dashboard and location. He told us Roadside Assistance would call us in 15 minutes. We told him we didn't feel safe as we had our luggage, passports, cash, and were at a gas station. For the next 3 hours, we kept calling him, and he would hang up on us (I have pics of my call log), he gave us the number for the Insurer, and we called them, who told us Roadside will call in 15 minutes. After 2 hours, around 2:30am, they called, and told up they can get there at 8 am. We called Mex and Insurer back saying they need to get us to the hotel and that we weren't going to spend the next 6 hours there. They kept insisting we couldn't leave the car and had to stay with it. We finally left the keys with the gas station attendant and flagged down a cab that was getting gas, and paid him US$120 to take us to the hotel. The next morning, we kept calling to find out if they picked up the car and if they would get us a new one. Each time we called, we got a different answer, which were version of "Once the car is picked up and looked at, they will call us to tell us what they'll do", with no time frame given. We got a car to their office at the airport to see what the deal was. This was 11am. The car was still not picked up. The manager was upset that we left the car there and not stayed with it, instead of apologizing for their car breaking down and putting us in danger. They wanted us to drive an hour back to the car with the tow truck, to bring the car back, another hour, then they were going to look at it and see if it wasn't drivable, then they would give us a new car, I was so furious and told them they cared more about the car than our safety, and instead of apologizing for ruining our NYE and getting us a car to our hotel, they were acting like we were somehow at fault. Told her I was not about to spend the rest of that day doing their job and that they needed to do whatever they needed and get us a car asap, as we were supposed to drive to another town 3 hrs away> She finally gave in, and had a driver drive us to the car in a new rental. He turned the car on and saw that it wouldn't drive, and gave us the new car and we went on our way. Apparantly, 24-hr assistance does not mean 24-hrs. And the fact that they doubted us that the car was actually not drivable was unbelievable. I will NEVER rent from them again, and will go after them for the US $150 that we spent to get us to the hotel and then to their office.
At the time of the pick up, it was quite upsetting knowing we had to wait almost over an hour to be checked in, no one was at the desk to greet us nor attend us.
I got no car rental. They refused to give me a rental stating I had reserved the car less than 24 hours earlier, and therefore they didn’t have to honor my reservation. No where was I warned about this “policy” when I reserved the car. They tried to rent me a car 10 times more expensive at the time of pick up instead. So, I had to leave the airport with no car. I called Expedia and all they could offer me was a refund. The Expedia agent went as far as telling me the reservation was non-refundable, therefore they were doing me a favor by refunding me! A favor for leaving me without a vehicle? And I am supposed to be grateful I got my money back for a service not rendered? Terrible experience.
