Did the 4 hour self guided tour. Jeep was filthy when we got it. Someone else had used it before us, and it wasn't clean when we picked it up. Wasn't a huge deal until they charged us for a stone chip in the windshield that you couldn't see under the dirt in the initial inspection. We noticed the chip when we were about 5 to 10 min down the paved road. Since we were already about 20 min late due to waiting around for them to hand the Jeep over to us, we didn't turn around to report it. We are from out of country without working cell phones, so we didn't call. We pointed it out to them as soon as we returned. The manager was unwilling to listen to our concerns as he waved the waiver in our face saying that we have to pay to replace the windshield. He insisted that he had pictures (which we saw him take) that showed that there was no chip. He refused to show us the picture when I repeatedly asked to see it. In fact, he didn't even acknowledge that I was asking the question as he talked over me every time I asked to see the photo. Another employee agreed with us that we shouldn't be paying for the window. The manager told the employee off not only in front of us, but in front of all the other customers who were standing around us. I felt really bad for the employee who clearly saw that what the manager was doing was wrong.
The manager said that he is the one who cleans the jeeps, so I'm left to assume that either the previous group caused the stone chip, ( that couldn't be seen under the dirt on the window) or he was just trying to cover his own butt for not noticing it the last time he cleaned it.
Either way, I would steer clear of this company. You might have to pay to repair something that you didn't damage.
Réponse de l'hôte
Jun 2022
I reviewed your rental and the previous rentals. We provide all renters the opportunity to walk around and inspect the Jeep prior to their rental, and notate on the rental agreement any damage or previous chips, just as all rental vehicle companies. Our staff takes pictures and notates any previous Jeep damage as well. Unfortunately, we do not any evidence of a rock chip on the windshield - from all previous check-ins and check-outs. Your blue Jeep is a 2022 model, almost brand new, with less than 1500 miles on it. It had only been rented a couple times prior to your rental. I also checked the vehicle tracker and noticed you took the Jeep on the Denali Highway. While this is allowed with our rentals, since it is a dirt road, the chance of rock chips on the windshield increases. After reviewing your pictures, the Jeep was not really dirty, as mentioned in Scott's review. The windows did have streaks on them, as our staff try their best to clean every Jeep after each rental but fight an uphill battle with all the dust and pollen currently in the air. Our company strives to provide a clean, new vehicle so guests can experience the Denali area on their own time and pace. For any renter, we recommend focusing on the check-out walkaround to notice any damage prior to leaving our rental site. Also, if the Jeep is not up to your cleanliness standards, please let us know prior to leaving with the Jeep, as we will provide a different Jeep.