Complaint Letter Regarding Severe Discrimination Against Asian Customers and Poor Service Attitude:
I am writing this with extreme anger and disappointment, to formally lodge a complaint against the unjust treatment, discriminatory behavior, and highly unprofessional service I experienced during my car rental process with your company. I believe it is necessary to bring this unpleasant experience to your attention and request that you address it with appropriate measures.
I rented a car from your company between March 28th and April 1st. Starting from the day I collected the car on March 28th, various issues arose incessantly. Upon arriving at the rental counter after walking quite a long distance, the staff suddenly demanded that we purchase an insurance plan that had not been communicated beforehand. This caused unexpected financial burdens and significant inconvenience, reflecting a lack of professionalism and sincerity in your service communication. Throughout subsequent interactions with your staff, similar situations occurred at least 30 to 50 times. Whether I was inquiring about vehicle details or seeking assistance with certain procedures, the staff frequently displayed a blatant lack of patience, provided vague and unclear responses, and even interrupted me multiple times before I could finish speaking, leaving me feeling deeply disrespected.
What I found completely unacceptable took place during the car pick-up process at the parking lot. Upon arriving at the designated area, the staff clearly noticed us, but on two separate occasions, they went straight to assist European-looking foreign customers, completely ignoring us. It was only after I explicitly pointed out that we had arrived first and insisted on being served in order that the staff begrudgingly handed me the car keys, with no vehicle inspection conducted whatsoever. After getting into the car, unfamiliarity with the parking lot layout compelled us to seek guidance from the staff, only for them to immediately turn their attention to serving other foreign customers, leaving us helpless. This kind of differential treatment based on race and appearance severely infringed upon our dignity as consumers and violated the principles of fairness and equity in business conduct.
I strongly demand a thorough investigation into the matter and a formal apology from your company. Furthermore, I hope your company will implement effective measures to strengthen staff training, improve service awareness, and prevent similar discriminatory behavior and poor service attitudes from happening again. In addition, regarding the time wasted, emotional distress, and additional financial burdens imposed by your staff’s misconduct, I reserve the right to pursue further compensation.
I look forward to receiving a satisfactory response from your company as soon as possible.
Mr. Deng
Both pickup and drop-off were quite convenient. There's no extra fee for one-way car rentals in Thailand, which was great! I picked up the car in Phuket and returned it in Bangkok.
The service attitude was not very good. If you can't speak English, it can be quite troublesome since at least the two ladies who assisted me didn't speak Chinese.
Thai Rent is extremely poor. They didn’t thoroughly inspect the car during pickup. After arriving at the hotel, I found several punctures in the tires. The car was in terrible condition, covered in scratches, had 150,000 km on it, and the power steering was broken. I contacted Zuzuche and was told to use a Thai number to call for roadside assistance from this company. A technician came to replace the spare tire, then directed us to a designated repair shop to replace the tire. From 4 PM until 10 PM, we were stuck dealing with the situation. The repair shop said they couldn't replace the tire without confirmation from the company. Thai Rent promised to replace the car the following day. After further coordination with Zuzuche, I requested a car replacement in the morning, but they could only arrange it in the afternoon. I used the spare tire to travel to another city in the morning — even the repair shop warned that this spare tire wasn’t safe for long-distance travel. It was pure luck that no safety issues occurred.
New regulations in Phuket: White paper translations are not recognized. Due to the high number of tourist accidents, there are random checks on foreigners. If you only have a white paper translation and a domestic driver's license, but no international driver's license, you may be fined 3,000–5,000 baht. We only learned about this after arriving at Phuket Airport.
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