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Review 3/9/2011
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Awful. Absolutely Awful.
The first car I was given was several years old (maybe 2006?), beat up, and filthy and I later came to discover that it had dozens of small problems and wasn't safe to drive at high speeds. I was in a hurry to get to a meeting and took the vehicle despite the cosmetic problems. The rental agent offered me a car wash coupon and apologized for not having the car ready to go as promised.
Several hours later, after discovering the mechanical defects a scary vibration started when I first reached 65mph. Then, a check engine light became illuminated about 15 miles from the rental agency. I called and reported those problems. I was told they had no other cars, but would have a new 2011 vehicle ready for me first thing the next morning at 9am. The following morning, I arrived promptly at the agreed upon time with a list of things that needed to be repaired on the car.
-The wires for the keyed trunk access were disconnected
-Reading lights were out
-Dash lights were out
-Stereo auxiliary plug didn't work
-Check engine light came on a few miles from the rental agency
-Electric mirror controls didn't work
-Car severely vibrated at 65mph
-Delay, followed by a strong clunk when shifting to reverse
I had a full morning, so I arrived 15 min early at the rental agency. At 9am, nobody had showed up. A person arrived at 9:07 and after going about his business for 5 more minutes he asked me what I wanted. He was not expecting me, so I explained the situation and what I had been told. He said there was no 2011 car available, but he would give me another old one that was in perfect working order. After waiting another 15 minutes, he pulled up another beat up car that was filthy inside and out. He offered me another car wash coupon. I began to wonder if they ask all of their customers to go wash their cars for them...
I took the keys and went outside. I started the car and went to pull out of the parking lot, but there was a loud belt squeaking noise and a fast flashing turn signal because of a burned out turn signal on the rear of the car.
I turned the car around and took it back. At this point I was late and frustrated. The agent quickly became extremely upset. He said the car was fine and they weren't concerned about noises. He told me the turn signals were fine. I said they weren't, and he went out and tested them and discovered they weren't working. He came back in, grabbed a light bulb out of a drawer and said he'd fix it. I said I didn't want the car, or any other car from Atwest and would like a refund. He refused to refund any charges. After quibbling, I was out of time, I signed the credit card charges ($111) and left.
1.5 months later I received a call from the fraud department of Citibank inquiring about a new $400 charge from Atwest. They must have a history because I rent cars all of the time and this was the first time anything has been flagged. Anyway, I'm glad they caught it. I have no idea why Atwest thinks they deserve another $400, but it certainly wasn't an authorized charge.
In short, I highly recommend you stay away from Atwest. I have already spent hours dealing with their agents, waiting outside their store, cleaning their cars, and now disputing their mysterious charges. Save yourself the hassle and rent from anyone else.
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