Dear Mr. de Groot,
I am sorry to hear that you are dissatisfied with your rental. From what I can tell you booked a Standard SUV using our website. This is the category that was booked upon your behalf with Alamo via our Tour Operator – FTI Munich.
From what I understand you received a GMC Terrain as your rental car. A GMC Terrain is considered a Standard SUV so it falls under the “or similar” section of what we show. The Ford Explorer is the vehicle our Tour Operator gives as an example for this category. I have attached a list directly from Alamo that outlines what vehicles belong to what category. You booked a Standard SUV which is the SIPP/ACRISS Code SFAR (
http://en.wikipedia.org/wiki/ACRISS) . You will see that Alamo has 13 different makes/models in its Standard SUV category. These classifications are done by the rental car company, not us! The vehicle you received is in the same category as the Ford Explorer which you will see is also listed in the SFAR category. The claim that you need to pay an additional fee to get a vehicle the size of an Explorer is FALSE. You have received a vehicle that falls into the same category as the Ford Explorer. Please understand that these are the classifications made by ALAMO and NOT by our company.
That being said, I would also like to add that we are only the intermediary of this service and are not in direct contact with Alamo. It is the Tour Operator, who is also your contractual partner, who is in direct contact with Alamo. They are also responsible for customer service issues. We are not trying push you away. We simply do not have any direct contact with Alamo. If you wish to pursue this matter further, I would recommend that you contact the tour operators customer service center at
[email protected] .
Thank you and I hope you have a great remainder of your stay in the United States,
Martin Zahn
Director of Business Development
Nav van een klacht heb ik bovenstaande brief gekregen van Usareisen.de, erg netjes. Het probleem ligt niet bij USA maar bij Alamo LAX. Alamo wilde mij 400 dollar meer laten betalen voor een vergelijkbare wagen als de verwachte Ford Exployer via USA. Hieronder de lijst van Alamo. In de standard SUV zit veel verschil in maat. Met Hertz nooit geen probleem gehad, kreeg vaak een upgrade voor free, dus geen Alamo meer voor mij!