That Is Not My Job!

, , , , , , , | Working | May 25, 2020

During a storm, a large piece of ice falls off the roof of our house, damaging the windshield and roof of my car. This happens on a Saturday night.

I call my insurance company to file my claim and get referred to a body shop. The shop they send me to is one of their approved/preferred partners. Part of my policy also covers a rental vehicle.

Monday morning, I have to work, so my mom drops the car off for me at the body shop. They ask her if she would like to pick up the rental car at that time. She says no, which is correct. The next day, the agent handling my claim calls to get more details about the incident and follow up.

He asks if I’ve sent the car to the shop yet and if I’ve gotten the rental car. I say yes, the car is at the shop, but because I have a work truck during the week, I am waiting until Friday afternoon to get the rental car. He says that’s no problem; I should just give the body shop a little notice and they’ll arrange it on the day I want to pick it up.

Fast forward to Friday. I get off work around 1:00 pm. I call the body shop to arrange the rental car as instructed. The woman that answers says I have to call the car rental company directly. Okay, no problem. That’s not what I was told, but maybe I misunderstood.

I call the rental company, and the gentleman gets me set up with no issues. That is, until he asks me for a reservation number that my insurance company should have given me. I explain that I never got one. He says that’s okay, I can still go get the car, but I should try to get the number before I get there.

As I’m leaving to walk over to the rental place, I call my insurance company to explain. I’m lucky enough to speak to the same agent that’s handling my claim — I called his direct line first but he was on another call.

I go over what just transpired and request the reservation number from him. He pauses for a moment and I can tell he’s frustrated. 

He says, “Really?! That’s part of their job! They’re one of our approved shops. They should have set that up for you. One moment, please.”

He puts me on hold for a few minutes. When he comes back to me, I’m about a minute away from the car rental place.

“I’ve set you up with a proper rental; your reservation number is [number],” the agent explains. “It may take a few minutes for it to show up in their system but it will be ready for you today. I’ve also sent an email to my superiors about this. It shouldn’t have happened. I’m sorry for the inconvenience and thank you for your patience.”

I tell him, “No, thank you for helping me sort this out. I’m sorry if I made it harder for you by trying to set up my own rental.”

“Not at all! You didn’t do anything wrong,” the agent says. “They shouldn’t have had you do that.”

We finish the call just as I walk into the car rental place. My rental car is already pulled out and waiting for me, and the staff there can’t have been more pleasant. I just wish the process had been easier.

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Pulling The Key Is The… Uh… Key

, , , , | Right | May 16, 2020

I’m the manager of a car rental agency in the downtown/financial district area of Boston. I am transferred to a call from a customer in apparent distress.

The customer yells at me that he cannot get his key out of the ignition of the Kia that he’s renting and I’m personally making him late because I’m an evil, masochistic SOB.

After listening to this for half a minute, I begin with: 

Me: “Sir, have you considered pulling the key harder?”

There is silence.

Caller: “Uh… no.”

There is an audible pop, followed by more silence.

Me: “Sir?”

Caller: “Bye.” *Click*

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PIN-Headed, Part 9

, , , | Right | May 5, 2020

Customer: “I’d like to change the credit card that this rental is charged to.”

Me: “Okay, let me change it for you.”

She hands me the card, and there is clearly a male’s name on the card.

Me: “I’m sorry, but unless [Cardholder] is with you, I can’t use this card.”

Customer: “Why not?”

Me: “Because it isn’t yours and I don’t have permission from the cardholder to charge this card.”

Customer: “That’s why in Alberta we use PINs!”

Me: “We use PINs in Nova Scotia, as well, but you still can’t use someone else’s credit card. PINs aren’t set up so you can give them to someone else.”

Customer: “Why else would they be useful?”

Related:
PIN-Headed, Part 8
PIN-Headed, Part 7
PIN-Headed, Part 6

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The Situation Has Gone A Bit Awooooo

, , | Right | March 24, 2020

(I work at a car rental shop where we have our own garage for small repairs with mechanics who are offered jumpsuits to protect their clothes. We also have a policy of no animals in the cars and no smoking.)

Customer: “Hi. I just checked out my car and it smells a bit like smoke; can I get a new one?”

Me: “Yes, of course! I’m very sorry for the inconvenience this has caused you.”

(The customer leaves with no other problems and returns the car on time with no complaints.)

Me: “If you could just wait right here, I’ll go check out the car to make sure everything’s in order. It won’t be too long.” 

(I find a large amount of dog hair in the back. After talking with another employee, we agree the guy broke the contract.) 

Me: “Sorry, sir, there seems to be a slight problem with the car.”

Customer: “What?! I did nothing wrong! I am a good customer; you should be honoured to have me!”

Me: “Sir, there is a large amount of dog hair in the back of the car. You signed a contract before leaving agreeing to no animals in the car.”

Customer: “How do you know it was me? It could have been one of your employees! Stupid kids, always pinning the blame on someone else!” 

(Right then, a mechanic comes around the back after hearing half of the conversation.)

Mechanic: “Hey, just finished cleaning another car.”

Me: “As you can see, sir, all of our employees are required to wear these suits when cleaning and keys are locked away at the end of the day to ensure safekeeping.” 

Mechanic: “And from breaking contract, you will have to pay to have the car cleaned.”

Customer: “This is all some Commie scam! You just want to get the hard-working guys like me! We get no break! When else are we supposed to drop off our pets to the kennels?! This is horrible! Here! Take the d*** money. I’m never coming back here!”

(He promptly tosses €100 at us to cover for cleaning and storms out.)

Me: “Doesn’t it only cost €20 to clean the cars?”

Mechanic: “Looks like you just got a bonus.”

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Getting Some Time Traveler’s Insurance

, , , , | Working | March 8, 2020

(I have been having issues with my car and am using a rental. I’ve extended the time once and am trying to do so again. No one from the location is answering the phone, so I unwillingly choose to talk to someone in the call center. I am talking to someone from the rental extension department.)

Me: “And is it possible to change the insurance option I chose? I need to save some money.”

Employee: “You would have to talk to the location when you drop off the car.”

Me: “I can change the insurance retroactively? That doesn’t make sense.”

(This repeats once or twice more.)

Me: “Is there an email I can send? I called the location four times in an hour and no one has picked up.”

Employee: “We don’t have an email. You will have to keep calling or talk to them when you return the rental.”

Me: “Can you explain to me how that works to retroactively change the insurance?”

(She suddenly stopped answering and the line went mute. I said, “Hello?” several times and got no response. I hung up and called back. Finally, someone from the location answered! He said I would have to drive there and start a new contract to change the insurance. I went there and signed a new contract. I knew there was no way that lady could be right.)

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