Posted by Barnabas
To Whom This Letter Might Concern,
This complaint is directed towards Ms.Kayna at the National Rental Car desk at Savannah Hilton Head Airport.
My name is Pastor Rick and I say my title because at no time did I get irate or disrespectful at Ms. Kayna and she called security on me last night. I was appalled and very disappointed in her actions last night. Let us start from the beginning; one of my Church Members had a reservation to be picked up on July 28th, 2017 at 10:00pm.
Well she and my wife went to pick the car up and they did. They picked up an impala for their trip on July 29th, 2017. After she left the airport she called and stated she was at the light and the car was cutting off. Every time all the way to her house she came to a stop the impala was shutting off.
I told her that should not be happening. I told her I would call national and inform them on what was happening and I talked with a gentleman I believe his name was Patrick I cant really remember because it was about 12:20 am in the morning and our member for assistance awakened me. Anyway Mr. Patrick said to bring the car back in and so I relayed the message to her and got up out of my bed and told her I would meet her at the airport to give her some assistance.
When we got there and got on line there was only 1 person at the desk of Ms. Kayna. Then two other customers came on the other side of the national line. There was a gentleman from another desk come over to help I guess the corporate customers that were in line.
See I am a corporate customer but our member who rented the car was not. So I do know the corporate customer service rules. As the man who came over to service the other two customers I stated that we were in line first and Ms. Kayna stated she would help us and to proceed helping the other two customers.
When He finished helping the two customers he went back to his other desk. This was completely not fair! We received a car that was not safe to drive, went all the way home turned around and bought the car back to national and then had to wait last for our issue to be resolved. So when Ms.
Kayna finished with her customer I told her that was very unfair and we should have had priority. She then told me very rudely to move back and I told her no because I was there to assist our member to make sure she got a better service this time. At no time was I yelling, loud, disrespectful or irate. I was disappointed when she told me to move back like I was attacking her.
She went to the phone and called security for what reason you would have to ask her that. When she came back from calling security she said she would not assist our member until I moved. So I moved back at that time because I did not want to hold up the line for there were people behind us waiting to be seen. When airport security came I raised my hand to identify that I was the one who Kayna called security on.
They pulled me to the side and asked me what was going on. After explaining they just asked me to wait until my member got her keys to the new car and then they walked me out the terminal to join my member. I have worked for Hertz rental car service for 2 years right there in the savannah airport. I have also worked for Delta Airlines right there in Savannah Airport.
As a Corporate user for hertz I know the benefits of being a corporate customer. I want to say that Ms. Kayna was the worst customer service agent I have ever had to work with. She was very rude and called security for no reason because there was never bad language, hostility, or an attack on her at any time.
She just did this from the meanness of her heart. She looked very tired up there and the time was about 12:30 or 12:45am. She looked like she was on some sort of medication or something because she was very high looking. In my opinion she should be written up and counseled and given better customer service training.
Her skills were below satisfactory and this was only a 1 off condition. I travel allot for church conferences and never ever had a national situation such as this. I pray that a supervisor would address this situation and repair the damage that was caused here.
By the way our church paid for the trip the young church member was going on.
We also paid for the rental car. We also are responsible for the kids that will be riding in that rental car vehicle so I had every right to be up there with our church member and we should have had priority since we went all the way home and had to turn around to bring the faulty car back for replacement. Kayna had a attitude before we even approached the counter. Her attitude needs to be put into check because if she doesnt like her job there at national it definitely shows.
If she doesnt like her job just move on and get something that better fits her. She finally gave us a car that was serviceable and Airport Security finally walked me out to join my member. I have worked with customers all my life and I counsel church members and people within our savannah community all the time as being a Pastor this is part of my job. Do I want her to loose her job the answer is no.
What I would suggest is that her attitude is adjusted and she be given more training and the most important of all her never calling security on someone unless there is a serious threat of some sort against her.. There was no threat but when at a low tone I told her it was not fair that the other two people was helped after what we had just went through was not acceptablethen that triggered the security call which was not very professional neither was it proper to do. This 1 off condition will not change my commitment to national over my 35 years of using national. It just puts a bad taste in my memory bank right now from last night.
I will pray for Kayna and I already forgave her for her actions last night. You never know what a person is going through in their lifetime but I can tell you from experience in my profession she needs some sort of counseling. She was not fully there last night just looking at her. I would suggest an Anger Management Class for starters.
Luke 6:31 Treat others the same way you want them to treat you.
James 1:19-20 This you know, my beloved brethren But everyone must be quick to hear, slow to speak and slow to anger; for the anger of man or woman does not achieve the righteousness of God.
Reason of review: Poor customer service.
Preferred solution: The Custom Representative to receive anger management and costumer service training..
I didn't like: Customer service representative she was out of control, First car we rented kept cutting off at every stop light, Security was called on me for no good reason, Representative looked very tired and not coherent.