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I needed to write this review because my experience had very little resemblance to all the 5 star ratings. The first issue is that only 5 star ratings are shown so it will be interesting to see if this remains on the site.
I chose ITL because they were local. They were more money but I was extremely anxious with all the companies and their claims. Based on the reviews and the local contact, I contracted with them.
I had to change the date of the pickup and from that point, I seemed to be blamed for every failing. I COULD not receive any tracking information. I was just told (by Lisa) the car would arrive between 8 and 11 days from date of pickup.
On the evening of the 8th day, I received a call saying the car had broken down and needed to be repaired. They were hoping to get it to me by the 11th day.
I was told by Lisa that there was no way to track the car and I would just have to wait until the driver called me. It was supposed to be delivered on the 12th day. Waited and waited.
Talked to Lisa on the 13th day who had alternated between being very good to chastising me to telling me the car was picked up a day later than it was to recalculate the days to saying it was really all my fault . Blame the customer. Nate’s respond was to send me a copy of the contract which tells you that nothing is their fault. I was aware of that but surprised by the lack of interest in customer satisfaction.
On day 13, I waited all day and it did not come. Lisa said it would be day 14 that the car would arrive. Lisa is very good at one word responses so I thought she had confirmed the car’s delivery for day 14. When it did not arrive on day 14, I received another email that was sharp and unforgiving stating that I was just “one customer” and there are others. Each day I wait and wait and cannot make plans. ITL has my money and my vehicle and will not/ does not offer any other information besides I will get a call 2 hours before it is delivered…whenever that may be.
I feel like I was being shifted from the angry Lisa to the kinder Lisa although I do not believe there was any reason for this aggression. Lisa verbally offers to talk to Nate about a refund/discount for this trouble. She says it will be small. I paid $1200 and she said they would send a check for $50. Their disclaimers say they are not responsible for anything but customer service goes a long way. I received a check. It was $25.00. It was not about the money but I consider this more insulting than trying to appease an unhappy customer. And I do not believe I can be the only one who had an experience like this.
In clear terms, Lisa told me more than once that there is no way to track the car and just wait until they call. I waited from day 8 through day 15, everyday waiting. Hard to believe that all those 5 star ratings were only random reviews and not carefully chosen.
