Anonymous
I made the SurPrice Car Rental reservation online, weeks before traveling to a foreign country. When we arrived at the airport, I searched but the SurPrice Car Rental counter was not to be found at the airport. There were several of its competitors there though. I didn't know what to do. I did find a phone number on the reservation printout that I had. I proceeded to buy a SIM card for my phone and installed it. I called the SurPrice phone number and found out that they were not located at the airport as described. They told me that they would drive the car over to the airport as soon as one came in. That was a surprise since I already had a paid reservation! I asked how long it would be and the response was one hour and that they would call me. Well, so we waited an hour at the airport without getting a call. I proceeded to call SurPrice and nobody answered. I called a few more times without getting an answer. I patiently waited a few more minutes and called again. Finally someone answered and was told that no car had come in and that I would have to wait another hour or two. I explained that I had made the reservation and that the car should be there. The response was that they didn’t have a car for me. We waited another hour or two and still did not get a call from SurPrice. So, I called again. The same response was given, to continue waiting at the airport another hour or two. At this point I told the person that we needed to get to our hotel and asked to have the car brought to the hotel. I asked to be reimbursed for the taxi and they agreed. We then took a taxi to the hotel and checked in. After a couple more hours I called SurPrice. Again I was told that I would have to wait another hour or two. I tried contacting Travelocity to break the agreement and get my money back, hoping to deal with another car rental company. All they had online was a virtual chat capability that was useless. Now it is eight hours after the car was supposed to be picked up. I called SurPrice again and was told that a car will be driven to the hotel in two hours. I waited another two hours and went to the hotel lobby. After waiting another half hour in the hotel lobby, the car still had not arrived. By this time I was furious. I called SurPrice and was told that they were stuck in traffic with the car and it would be another ten minutes. So, I waited another ten minutes and more. After another hour I called again asking when the car will arrive. I was told that it would be another ten minutes. Why do I keep getting the same response from them? It was almost twelve hours after my car reservation was supposed to be available that a car was finally brought to me. The stress and aggravation from this company was terrible, especially when being in a foreign country. Even when the car was finally delivered there was no apology given. I was not given the money for the taxi even though I gave them the receipt as was asked.
9 months ago
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surprice car rental has a 1.19 average rating from 112 reviews

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