After reading these six confessions of a current Alamo car rental agent, you will learn:
- The commission hungry mindset of a car-rental agent
- How they’re always trying to get you to do unnecessary upgrades
- How the cost of these upgrades are discretionary, and therefore, negotiable
- What a “deeker” is
-
Alamo Drafthouse Giving Everyone Chance To Make Their Own “Shut Up, Stop Texting & Watch The Movie” PSA
-
At Sports Authority, A Gift Receipt Doesn’t Mean Much
-
How To Get Good Service At A Chronically Understaffed Walmart
-
Bank Teller: If You Have No Patience And Don’t Listen, Why Should I Feel Sorry For You?
-
What's The Best Way To Deal With Obnoxious Moviegoers?
But most of all, you will learn just how much, for at least this Alamo agent, you are his absolute adversary in his battle to get you spring for costly upgrades and beef up his bonuses.
6. IT’S A SALES JOB
First I’d like to let the cat out of the bag. Yes, we car rental agents do work for commissions! If we can get you to pay more for an upgrade, insurance, gasoline, a GPS, even an additional driver, we get a cut of the extra charges.
5. I HATE “DEEKERS”
At Alamo Rent A Car in [redacted], we are handsomely rewarded for good sales and punished if our sales are poor. The pressure this environment produces leads many of us to fine tune our skills to not only offer extras effectively and to have comebacks to all customer rejections, but to also be able to identify the customers in line as to whether they are buyers or decliners, which we call “deekers”. When a customer declines everything you’ve offered, you’ve been “deeked”. Get deeked enough times by a certain type of customer and you begin to feel resentment towards that group. Sometimes a customer can’t be identified as a buyer or deeker until you see the state or country of the driver license. Evidently some states and countries produce more deekers than others. Deekers may at times be legitimate but often they are just cheap people.
4. CHEAP PEOPLE CAN’T FULLY ENJOY A VACATION
A typical example of a deeker is the young couple with two kids, a 3-year old and a 10-month old, on-line with strollers and packing their own child safety seats. He produces his license and credit card but she does all the talking. Offer them a more comfortable or fun vehicle than the sub-compact they have reserved and she will cut you off with a “no”. She will also cut you off when you offer her the peace of mind that the insurance will give her or the convenience of prepaying for the gasoline at a discounted rate. Of course there’s also a “no” to the GPS because she’ll raise the stack of MapQuest printouts in her folder. Listening in silence is the helpless husband as he looks on while imagining driving a sporty SUV instead of the tiny economy car reserved. Enough of these deekers and you may find yourself working in the exit booth of the garage the following month. This punishment can cost you thousands of dollars!
3. TO ALL YOU DEEKERS
First of all, you wonder how this family can fully enjoy its vacation. They are staying in a cheap motel far from the theme parks. The couple’s freedom to roam the theme parks with the kids and the strollers is limited. The kids are too young to have future memories of this trip anyway. You even wonder how this cheap couple is going to eat while on vacation. Are they going to smuggle peanut butter and jelly sandwiches into the theme parks to avoid paying the high priced foods there or are they just going to go hungry? Here’s a suggestion to those of you that fit this customer profile, leave the kids at home! Leave them with grandma or Aunt Betty and enjoy your vacation! Let your husband drive the SUV he’d like or treat yourselves to a convertible! Wander the theme parks freely and enjoy greater intimacy in a nicer hotel located closer to the parks. You’ll enjoy your vacation more and you will help me feed my family!
2. I AM ROLLING IN THE SCRIZZLE
I was a manager with Alamo and I quit to become a rental agent. Why? For the money. When I realized that the average rental agent was making far more than I was and agents didn’t have to put up with the stress and responsibilities of management, I resigned. As a part-time agent, I am now making more than 3 times what I was making as a full-time manager! Aside from my modest $8 hourly rate, I’m receiving about $4000 a month during the low season in sales commissions alone! I can’t wait for the high season to begin to see how much I’ll be raking in. I’m not among the best sales agents but believe it or not, the better ones make six figures. Even some part-timers are earning six figures or close to it. So now you can understand how one too many deekers can have us assigned to the exit booth in the garage and cost us thousands.
1. I WILL CHARGE YOU FOR THE UPGRADE FOR WHATEVER PRICE I CAN GET AWAY WITH
AKA I LOVE BRITS
If we make so much money, obviously many customers are paying more for our extras. Thank you very much! In particular, we love our UK customers which we affectionately call “the Brits”. When the Virgin and British Airways flights are in, the Alamo counter is full of agents. The Brits are fun folks and love upgrades. We Alamo rental agents have autonomy when it comes to the price of upgrades. There is a minimum which we must adhere to, usually $11 per day, but we can raise it to whatever we believe the customer is willing to pay. If the Brit wants an SUV instead of the midsize sedan reserved, we may charge him $11 more per day or maybe even $99 more per day. Even better, many Brits have long term rentals, 2, 3, 4 weeks or longer. The longer the rental, the better for us if the customer buys something. For instance, an upgrade of $49 per day for a 3-week rental equals a total of $1029. If the agent can average just one or two sales like this per day, he/she will get a 15% cut of the upgrade sales alone. For this one sale, that means $154.35 commission. Add 15% for all the upgrades for the month, plus say 12% of all the insurance sold, plus 4% for all the gasoline sold, plus 10% for all the GPS sold, and more for all the additional driver charges, and you’ve got yourself a pretty commission payout check for the month. Monthly commission payouts of over 10 and 15 thousand dollars are not uncommon to the top agents. Again, thank you very much to the buying customers, you are good sports.
(Photo: oliliqui)
@GothamGal:
I go for the biggest gas guzzler on the lot.
If they still had Ford Excursions, I’d get one every time.
I’d like a bike to crush under the tires of my rented behemoth.
Wow. I’ve never rented a car before, but generally, count me in as a future member of people you hate for not needing extra services. Insurance might be OK as an extra, but that would be it.
@coren: some of us do get lost really easy like that, and a GPS is a life saver. OTOH, we’re going to bring our own GPS units…
@listenherebub: suitcases to the roof? If you’ve got that many people, you need to make room for Aunt Edna, too!
@theysaidwhat: I can’t believe it took that long for someone to comment on the wife thing… “The man pays but the woman talks – and says no!” Yeah, what a bitch, emasculating her hard working husband while she drops crotchfruit for him and probably tends to the children while he works so hard for not-commission. God forbid she speak up over anything.
Not only is he judging your family based on his obviously warped view, but now he’s judging your marriage too? Just what I want in a salesperson! I bet she was so busy with her purse (with the plane tickets, maps, recipts, confirmations, hotel reservations, etc) and the kids and all their travel accoutrements that her husband bravely took the burden of carrying that big, heavy wallet jammed with all that hot and heavy plastic. WHEW! He earned an SUV upgrade just for that!!
As for enjoying what you rent, we got a POS car for LA because it was all I could afford/rent with a 21 year old driver and we enjoyed the HELL out of that car! It was awesome! The AC worked and the CD player worked and the brakes worked as we slid through an intersection.
We also ate VERY very well while there, several nights, and had a really nice hotel. Priorities, baby, priorities.
And I’m more inclined to believe that the “helpless husband” is listening in silence because he’s lunged over the counter and torn heads off of the last four a-hole salesmen like you for forcing upgrades and being a general DB when they’re refused.
His “helpless silence” is your ticket to a long, but miserable, life, bucko. Thank the wife for her kind restraint and wish them a happy vaca.
This guy is a dick .. not confessing anything .. except what he is .. there is no content here can it be removed?
@Meeker: Regarding SUVs versus real cars:
Roger that.
Gas guzzling, oversized toy truck versus a car that can carry just as much, actually turns, and doesn’t take until the next red light to get to the speed limit… let me think about this for a min– Car!
@fyi1rob: Well, that depends… do you consider slime content?
Rule #1 – Avoid Alamo. What do you expect to get from the dregs of the rental industry other than crap like this article. Let’s face it, deekers keep Alamo in business. Sounds like this guy lost his management job and is pissed about it. Tough cookies. If my company picks up the rental, I go top notch, otherwise I deek all the way. One more thing, Alamo always hits near the bottom of the list for my rental choices because of douchebag employees like this guy. Fellow Chicagoans: Ever rented from the Alamo at Midway??? That proves this point.
As a happy Deeker I must say that I have had good service from a variety of car rental companies once they realize you aren’t going to get suckered in on all the BS upgrades, etc. I have gotten free upgrades with out asking for them…probably becouse I am cheerful with them regardless of their pathetic attempts to screw me.
Using cheapcars.com works great as the total is already on the contract you download. They(rental agency) have tried to add more on but I just refused and they just back off.
Don’t be afraid to “just say no”.
Seems like Alamo pays different than Enterprise. Last time I rented a car from Enterprise the ONLY thing extra they tried to sell me was the insurance which I was already covered through my regular carrier. They didn’t have the full-size car I had reserved and upgraded me to an SUV for free.
Seems like Enterprise is the soft sell of the rental car business.
MORE FROM A RENTAL AGENT WITH A CONSCIENCE—
In addition to my previous rant, I would like to add a few things:
#1: some companies rip you off w/ the fuel option- with our company (a major competetor of Alamo)our rate is currently $2.89, versus $3.15 close to the airport- yes, you pay for the full tank upfront- and no, I do not even try to sell it to people who don’t think they could use most of it anyway
(people who don’t prepay and then find out the hard way that there aren’t any convenient gas stations THEN pay $6.69 per gallon for what’s missing- NOW THAT IS A RIPOFF!)
#2: many people who have attempted to file an insurance claim on a rental car through their personal ins. or credit card then return for their next rental asking US for the LDW/CDW before we have the chance to offer it because they LEARNED THEIR LESSON THE HARD WAY
#3: For all the people who have stated how great Enterprise is, you may want to keep in mind that ~~~~~ENTERPRISE OWNS ALAMO/NATIONAL~~~~~~~
#4: AS A CAR RENTAL AGENT I DO HAVE TO AGREE THIS GUY IS A MAJOR DOUCHENOZZLE -AND ALAMO IS SUCKTACKULAR! (and he probablly really does work for Avis or another competitor because some of what he said isn’t even true!!)
#5: BEHIND THOSE MONEY HUNGRY RENTAL AGENTS, THERE IS A CORPORATE ASSHOLE WHO IS 15X MORE MONEY HUNGRY AND WHO IS FUELING THE RENTAL AGENT’S HUNGER with b.s. incentives and empty promises!!! AND WE (w/ the exception of a few bad apples like the person who posted this) HAVE MUCH MORE OF A CONSCIENCE THAN THE CORPORATE JERKS WITH DOLLAR SIGNS IN THEIR EYES WHO ~~~USE US AS A MEANS TO THEIR END!!~~~
@GearheadGeek: This is absolutely correct. I’ve gotten countless awesome upgrades because the low-end vehicle I reserved was not available. You just have to deek like a champion to avoid the unnecessary upsell.
wow, I used to like Alamo bc they never had the sub-compact I reserved: I always got a nicer car for the same price. This guy is a serious jackass and I really don’t give a damn where he’s working next week. It’s none of your business what a customer chooses to purchase
“As a part-time agent, I am now making more than 3 times what I was making as a full-time manager! Aside from my modest $8 hourly rate, I’m receiving about $4000 a month during the low season in sales commissions alone!”
And that is exactly why we should all decline most of those unnecessary upgrades.
@LISTENHEREBUB:
#2: many people who have attempted to file an insurance claim on a rental car through their personal ins. or credit card then return for their next rental asking US for the LDW/CDW before we have the chance to offer it because they LEARNED THEIR LESSON THE HARD WAY
–
Yeah you just keep on trying to make an extra buck off often un-needed insurance.
I had the unfortunate experience of hitting a engine block in the middle of the road late one night outside of Barstow, CA. I was doing the speed limit and had enough time to say “oh sh*t!” before I nailed the engine block with my car. It was a brand new Toyota Camry from Hertz. The total damage claim was a little over $9,000…
Because I was a Number 1 Gold member I was liable for only $2500, $2000 of that being covered by my insurance without a blink of the eye and no penalties. I could have saved that $500 by spending another $20 or $30 bucks but I have never taken the insurance from any car rental place…. I have saved *thousands* of dollars over time even with the $500 loss.
IN RESPONSE TO WHAT TRICK SAID:
I see your point- luckily you had good coverage, but that doesn’t mean everyone has the same. Since you’ve mentioned saving money, don’t you pay a pretty large amount of money to be a Number 1 Gold member?
Part of the problem with things like this is that people aren’t actually educated on what their insurance DOES cover. Instead, they make their decision based on what someone else’s policy may offer.
Some people add on the covg. when it isn’t needed, while others decline the coverage that they actually end up needing.
I’m glad your situation worked out to be better than some of the bad scenarios we’ve seen play out while working in the car-return office.
As for the extra buck comment-not every company pays out commission for these things, yet employees offer it because they see the value behind it.
@rikkus256:
what b.s. – I still can’t help but wonder if this guy is really a disgruntled x-employee or an employee one of Alamo’s competitors who just wants to make the company look bad
This fellow is obviously an employee who got fired from his job at Alamo….if he worked for Alamo at all. No other explanation makes sense. Let’s all hope that he got fired for his selling techniques to serve as an example to other rental agents.
Once the Taylor family (Enterprise Rent A Car owners) completely assumes control of Alamo, I guarantee that they’ll put the brakes on rental agent commissions so fast it’ll make your head spin. They keep costs low by paying entry-level wages that hover right around 30K, while dangling the promise of promotions to keep up retention.
My favorite is the insurance shakedown speech at the car rental places.
The Enterprise car rental guys had the balls ask for who my car insurance policy is with and how much is the deductible.
Then they said I will be 100% responsible for the deductible because they won’t go after my credit card first.
What douche bags.
When I used to travel for work, I wasn’t *allowed* to upgrade my ride each week.
But I’m 6′ 5″, so if you want to offer me an upgrade from Full-Size to Premium when I’m on vacation, I might take it if you toss in the Neverlost and Sirius options for free.
This is a recycled article! Which reminds me – where’s that other article that tells you all the inside “Tricks of the Trade” to remember when renting a car to get a better deal??
This guy is from Orlando…Virgin Airways & British People?…Theme Parks?..no wonder he’s making a fortune…
Never go to Alamo Rent Car without Philadelphia lawyer to explain vague contract Alamo has full of loopholes to stick it to you on your credit card. My experience with them in NH was
and corporate contract for a compact Chevy for $30 per day
that they were able to through a loophole raise my rental rate to $87 per day without conscience. In STL Alamo and I reached a settlement deal and then Alamo welched on the deal
and gave me another spin. I will take them to court in the
spring and ask for $900 they in my opinion fleeced me of.
a settlent agreement. JM MacFarlane
I’m renting from Alamo next week (didn’t choose them, they accepted my super low bid on priceline.com).
I can’t wait to walk up to the counter and tell them, No thanks to everything…I’m a Deeker. Ha I fit the profile, married, 2 kids 3 and 2 years old, got my rental online, on the cheap. And all you sensible people know why, it’s smart to do your homework and shop around (sorry Brits). I know I have more money in my home, investments, savings etc than that sad manager-turn-salesman, and it’s BECAUSE I do my research and don’t spend money on the ridiculous, unless I want to.
I got a rental from Alamo this morning through priceline. I’ve never rented before so at least I know some things to watch out for. I hope the people in Bozeman,Mt are a little friendlier then the guy in the article.
Shocking! But having worked retail years ago, I hate “deekers” too. I am glad to be out of retail so that I don’t have to try to screw the customers ever again!
DOWn, baby, DOWn!
I live in Australia and recently visited Britain and hired a car for 3 weeks from Alamo at Manchester airport. On picking up the car the guy told me there is no damage to the car, but have a quick look if you like anyway.
I checked and immediately found a large dent in the drivers door, so I immediately returned to the office and reported this. The guy typed something in his computer and wrote on a card “Damage to drivers side door, large dent. Do not charge customer”. He also wrote his initials and employee number on the card and handed it to me, telling me not to worry about the damage, I would not be charged for it.
About a week after arriving back in Adelaide, I was charged 170 pounds for this damage. Since then I have made 2 international phone calls and sent 5 emails. It took them 3 weeks and a threat of legal action to finally refund the 170 pounds, and still I have not received anything resembling an apology, let alone an offer of any compensation for the inconvenience and unnecessary expense.
This is absolutely shameful and I will certainly not consider renting a car from Alamo / National / Europcar ever again.
I bet he’ll move onto being a politian in a few years! what a wanker.
last year i had a similar experience with FOX rentacar, they didnt have the car i had booked online, the car i got (PJ cruiser) was overdue for a service and had bald rear tyres and a broken jack, as i discovered 200 miles up the road.. what a rubbish car. the rep also sold me extra insurance i had told him i didnt want, he was just a criminal in a suit.