valugi/complain.txt

## complain.txt
Hello,
I write about booking RO631516730. I was unpleasantly surprised by different aspects that I want to relate to you, hoping that you will use to improve their services and customer relationships.

First that charged almost 40 euros extra to pick up a car at 6 am seems to me an exaggeration. Otopeni International Airport is where people come and go 24/7, and a program that starts at 8 am is not appropriate.

More so as, if you charged 40 euros extra for this work, I would like to be informed of anything longer than 24 hours in advance. In my case I got a call to confirm the reservation the day before and in this conversation I found out about this fee.

Then, if you still pay your presence as an extra service, I expect every customer to be served as normal during normal business hours. Normally, you have a shuttle transferring customers from the terminal to the parking lot where you have stationed cars. In my case, I was asked to do this journey on foot, with luggage and children, regardless of weather conditions on a road that is not prepared to carry luggage. In case I refuse, I suggested alternative was to wait until 8 am the rest of the staff comes and activates the shuttle. It is not normal to charge an extra client and offer them fewer services than normal business hours. To this point we added NACP this email and I will make an official complaint.

Another point that you mention it is the lack of a procedure for registering a complaint. When asked to make a complaint in writing your employee began looking through papers in office a form not found any left in 20 minutes. After 2 phone by his supervisor, the only recommendation that was made to me was to send an email, so that we do now, but that is not a real system to monitor and record services quality customer complaints.

In related quality check when returning the car will say it is superficial and incoherent. Have not checked the fuel is denoted superficial scratches in difficult lighting conditions, they have not made comments about the lack of protection from the trunk, and because of this I had further discussions on departure.

In connection with the car, I asked for and received an Opel Corsa Opel Corsa worst on the continent. A car with more than 80 thousand km, without protection Storage, a key without identification, a car that climbs the winding road from Predeal a maximum of 20km / h, which reaches a maximum of 80 km in straight line with the direction unstable in general a car in which I was afraid to go.

Child seat that I paid extra just 44 euro, is another point I want to mention it to you. An old model, a universal model, although I made a reservation for a model for children between 1 and 2 years without Isofix - which is the current standard, unhealthy and uncomfortable. I had to mount it, your employee has left it in my arms. Probably cost me less if you buy one from a supermarket. I saw the departure store the child seat in the back booth in the parking lot next to the trash and I was horrified.

The last mention is the quality of communication and your employees. They are quick to respond and comment, but did not think things from a customer perspective and did not have any interest to help him. When I got the car I had problems, and when I gave the car the same. To surrender to a scratch that does not appear in the registry, your employee has threatened me or sign a finding of accident or have to go to the police alone and lost three time making do not know why. Their attitude is coercive and threatening.

You know well that we are not obliged to use the services nor to give you feedback. I hope to use this feedback in a positive way and even rectify some of the problems mentioned.
	Hello,
	I write about booking RO631516730. I was unpleasantly surprised by different aspects that I want to relate to you, hoping that you will use to improve their services and customer relationships.

	First that charged almost 40 euros extra to pick up a car at 6 am seems to me an exaggeration. Otopeni International Airport is where people come and go 24/7, and a program that starts at 8 am is not appropriate.

	More so as, if you charged 40 euros extra for this work, I would like to be informed of anything longer than 24 hours in advance. In my case I got a call to confirm the reservation the day before and in this conversation I found out about this fee.

	Then, if you still pay your presence as an extra service, I expect every customer to be served as normal during normal business hours. Normally, you have a shuttle transferring customers from the terminal to the parking lot where you have stationed cars. In my case, I was asked to do this journey on foot, with luggage and children, regardless of weather conditions on a road that is not prepared to carry luggage. In case I refuse, I suggested alternative was to wait until 8 am the rest of the staff comes and activates the shuttle. It is not normal to charge an extra client and offer them fewer services than normal business hours. To this point we added NACP this email and I will make an official complaint.

	Another point that you mention it is the lack of a procedure for registering a complaint. When asked to make a complaint in writing your employee began looking through papers in office a form not found any left in 20 minutes. After 2 phone by his supervisor, the only recommendation that was made to me was to send an email, so that we do now, but that is not a real system to monitor and record services quality customer complaints.

	In related quality check when returning the car will say it is superficial and incoherent. Have not checked the fuel is denoted superficial scratches in difficult lighting conditions, they have not made comments about the lack of protection from the trunk, and because of this I had further discussions on departure.

	In connection with the car, I asked for and received an Opel Corsa Opel Corsa worst on the continent. A car with more than 80 thousand km, without protection Storage, a key without identification, a car that climbs the winding road from Predeal a maximum of 20km / h, which reaches a maximum of 80 km in straight line with the direction unstable in general a car in which I was afraid to go.

	Child seat that I paid extra just 44 euro, is another point I want to mention it to you. An old model, a universal model, although I made a reservation for a model for children between 1 and 2 years without Isofix - which is the current standard, unhealthy and uncomfortable. I had to mount it, your employee has left it in my arms. Probably cost me less if you buy one from a supermarket. I saw the departure store the child seat in the back booth in the parking lot next to the trash and I was horrified.

	The last mention is the quality of communication and your employees. They are quick to respond and comment, but did not think things from a customer perspective and did not have any interest to help him. When I got the car I had problems, and when I gave the car the same. To surrender to a scratch that does not appear in the registry, your employee has threatened me or sign a finding of accident or have to go to the police alone and lost three time making do not know why. Their attitude is coercive and threatening.

	You know well that we are not obliged to use the services nor to give you feedback. I hope to use this feedback in a positive way and even rectify some of the problems mentioned.