I recently had a rental with NSA and I want to make sure other service members and those in the community are aware of my experience before they consider renting from them as well.

After a month or so with the rental, an older Mitsubishi lancer, my brakes unexpectedly went out on base and almost caused a crash. I immediately called the company to tell them what happened and to see if they could switch vehicles as this one was no longer safe drive. NSA arrived on base and confirmed that the brake pads had gone out. Unconcerned that because of this I almost got in a crash, they started blaming me for not taking proper care of the car. They did not bring a replacement car but told me I could get another one tomorrow. After pressing (as I needed something to get home that night) I learned that I could get one that day but they would charge me 20 more GBP for it. I told him how unreasonable that was, along with the rest of the situation. After airing our disagreements, he literally threw all my belongings out of the car and took it away. I called a different rental car company, told them what happened, and luckily they sent me a vehicle right away.

My concerns are two: NSA, while easily the most affordable rental company in the area, is not properly maintaining their cars to the point of putting people’s lives at risk. In a properly maintained car, brakes do not simply “go out” on you. It is a rental company’s basic responsibility to do the proper maintenance to keep their cars and customers safe. What would have happened if they went out when I was going 60 MPH on the motorway? Secondly, the way they handled the situation, blamed me as the customer, and left me at the front gate with no way to get anywhere, is completely unacceptable. I highly doubt I’m the only one who has had this kind of problem given how easy it was for them to do this. This company has no business serving our service and community members! 

OMG, how horrible! I've never used them thank goodness. This is pretty serious, I know that companies/local small buisness owners can be blacklisted from being used by military personell. The only to do that is to contact the proper authorities on base about it, and I certainly think this is a good case for it. 

First of all i am the owner of NSA,and Would Never Knowingly Rent any unsafe Vehicle.

from the phone call at 3.40pm we were at base gate 1 within 20 mins

Well as they say there are 2 sides to a story,first of all the Brakes Did not suddenly go out on the car,i quote from the customer(mr Rogers) who said,the Brakes were making a noise 5 days earlier,(why not call 5 days earlier then)i was to busy was the response,This customer has THRASHED this car,It had a brand new set of tyres on it,(not now)and is the person in the Driven to Destruction topic,the car passed its mot only july 24th this year,with no brake advisories,and had coverd less than 500 miles

This customer has driven the car so fast and hard,that he has ignored all warning signs from the car,he has continued to drive the car knowing that the inside brake pad had completly worn away,down to the metal,then carried on driving it ,to grind out completly the metal that the brake pad,the brakes were then operating on the piston of the caliper,if mr rogers is unable to hear these noises from the car then
he is not trained enough in the use of a Motor Car

The customer Demanded a Free Replacement Vehicle ,and was told that the only vehicle that was available was a auto and it was £55 a week,he refused to Upgrade and was told that we could ,have his car repaired and returned to him buy the next morning,He was just so rude that we no longer wished to provide any further service to him


in the evening the customer came to collect his sat nav that had been in the car,In Military uniform after addressing mr Rogers as Sir ,on 2 occaisions told me to Fxxk Oxx ,witnessed by another Adult and that Completly explained his attitude during the whole experience.

I have not made any Formal complaint to the base but now Appears to be the Time to do this 

Always two sides. If either situation is true, it does need taken to a higher level. 

NSA rentals, I (customer from post above) did not use that language and I strongly urge you to refrain from framing me in such light on this site. I was in uniform and conducted myself as fitting for being in uniform.

If you did recently get the car inspected, then I also suggest you look into whoever did the inspection. However, given the high turnover of your vehicles I would hope that the rentals are supplemented with your own inspections and given appropriate periodic maintenance. It is true that i heard noise coming from the breaks several days before hand, but none that would have indicated by any reasonable measure that I should immediately stop driving it or that the brakes would suddenly fail.

My driving had nothing to do with it sir, I drove the rental and treated it decently as I would my own car

I did not “demand” a free replacement. I did feel however that it was incredibly unreasonable that I would be charged additionally given the situation I was in.

I reiterate, renter beware 

I formally request that someone who can visit our office in westrow who is a representitive of the 48th sqdn at lakenheath ,and take away all factual evidence,we have nothing to hide

thanks

Nigel B Warin

Owner of NSA Rentals

I understand that Military members are Not Alowed to Use profanity While In uniform,i am not making a issue regarding that,however it is true and i have a witness,i have a 27 year unblemished record of serving local Military, my issue is with the Drivers inability to notice a vehicle clearly in distress,failing to bring it back for its weekly checks,then accusing us of providing him with a car that was perfectly alright when it was taken out 4 weeks earlier,now admitting on this forum that the car was making a noise from the brakes several days earler ,but continued to drive the car without notifying NSA of any issues 

Sounds like to me, regardless of who is telling the truth, the base needs to know so the proper actions can be taken agaist the proper person. If NSA Rentals is telling the truth, then the Airmen will be punished for his actions, if the Airman is telling the truth, then NAS Rentals will be blacklisted. Either way. BTW NSA Rentals, if you want to take it futher, you are going to have to go to the base, no one is going to come to you unless the Airman reports it. 

Hi steph

i have 8 cctv cameras at out car rental location and they record sound and vision,i can back up my claim with full cctv coverage, i do not wish to drag mr rogers into Disciplinary action,my concerns are over the car rental allegations 

This customer has driven the car so fast and hard,that he has ignored all warning signs from the car,he has continued to drive the car knowing that the inside brake pad had completly worn away,down to the metal,then carried on driving it ,to grind out completly the metal that the brake pad,the brakes were then operating on the piston of the caliper,if mr rogers is unable to hear these noises from the car then
he is not trained enough in the use of a Motor Car

Sorry, I'm not a car expert but can all of that happen from just one month's use? That seems a little extreme. The only way I can imagine this happening is if the renter actually spent every free moment he had intentionally trying to destroy your car. 

Agree with above.

Also, the NSACARRENTALS poster states in his first post that he specifically started the other topic; Ie. Drive to Destruction, about the said "Customer".
=You started it.

Both should promptly contact their legal offices or shut up.

I recommend all Car Rental Dealers, or for that mention, any businesses, to avoid calling out former customers on Lakenheath Yards Sales. It's an unprofessional thing and casts your business in a negative light. It's not good publicity. 

This customer has driven the car so fast and hard,that he has ignored all warning signs from the car,he has continued to drive the car knowing that the inside brake pad had completly worn away,down to the metal,then carried on driving it ,to grind out completly the metal that the brake pad,the brakes were then operating on the piston of the caliper,if mr rogers is unable to hear these noises from the car then
he is not trained enough in the use of a Motor Car

Sorry, I'm not a car expert but can all of that happen from just one month's use? That seems a little extreme. The only way I can imagine this happening is if the renter actually spent every free moment he had intentionally trying to destroy your car.

OK the customer wouldn't have worn the pads out had they been relatively new but as they are an item that is only changed when needed it is feasible that low pads can get worn out within weeks and once you hear metal to metal it should be dealt with ASAP, therefore leaving it several days/miles could result in the above.

As for Drive to Destruction, about the said "Customer".
=You started it.

customer was never named and therefore would never have been apparent whom it was unlike this post! 

WHY EVEN BOTHER POSTING IT FOR THE LOVE OF GOD. 

it is feasible that low pads can get worn out within weeks

That sounds pretty dangerous. Though definitely if you start hearing something you should bring it in, but I think honestly, not knowing much about cars, if it had been me, I'm not sure I would know exactly the implications of the noise. I would probably wait and see if it went away during the course of a day (a drive to work and a drive home) and if it was still happening probably call the next day. Is that what happened? 

recommend all Car Rental Dealers, or for that mention, any businesses, to avoid calling out former customers on Lakenheath Yards Sales. It's an unprofessional thing and casts your business in a negative light. It's not good publicity.

I completely agree...you arguing with an alleged customer on an internet yard sale site is quite off putting. 

I think a buisness has a right to defend themselves on here. Its up to our own preferences on whether we think they take it too far. This place does get a lot of traffic and a lot of minds can be made up seeing one side of the story. Its just a fine line between telling your side of the story and venting. 

I would like to say that we rented a van this summer form NSA Rentals and took our family around England and a few other countries and I though they were great. We got a mini van that was in great shape and very comfortable with great working A/C. When we pcs this winter that is where I plan on going for my rental car once our car is shipped. I thought both people i met where both very nice kind people. So I will choose not to listen to the complaint since its hard to sift who is in the right and wrong and go with my gut and what i know about the company which is they were very good to my family. 

I think rental companies all around are not good, but sadly we have to use them... Cheap doesn't always = good, and just based on NSA'a response, I will not be using them if I ever need a car. Thanks! 

@ O.o, I didn’t know the implications of the noise either…honestly since the car was older it was making quite a few noises but I understood that as being part of an older rental from a budget rental company. My intent was to take it in and get it switched but I didn’t think the noise was going to cause any serious problems that quick :/ I remember driving a car in HS that got down to low brake pads, but they didn’t fail in a week’s time….

NSA rental, I think it appropriate that we take our issue through the proper channels. However I request that you remove your comment that I behaved in that way while in uniform. While its true we didn’t see eye to eye, that’s not what happened and I regard that as a pretty serious slander. Also, you do not have 8 CCTV cameras on your property, I was there twice you know. This is getting ridiculous!! 

AS already stated ,i request that you contact your 48th sqdn commander and he can come and visit us,we will show him the damaged beyond repair parts replaced on the 2000 mitsubishi,and discuss the matter further,im not retracting any comments about your choice of language and will swear on oath if i have to,what was said

you will also remember that i said and addressed you as Sir at all times, you chose not to

Come and take another look also again at the rental location, 2 camera's are on a pole on the left facing the runway ,2 camera's are on a pole next to the gate ,2 pan/tilt/zoom are on the garage and office.additional hidden camera's
catching faces and conversations,as the police in 2007 would not procecute the Burglars as we could not show faces,or sound

having been a victim of burglary in 2007 i had installed a comprehensive dvr cctv system ,that i can view over the internet and on a iphone as well if i wish

i have every right to defend our company
on here as you chose to start the topic 

"So, how long do brake pads last for most vehicles? Normally, it depends on how you drive. If you are heavy on the brakes, your brake pads will last less time than someone with a light foot on the brake pedal. Brake pads can last for tens of thousands of miles, but replaced at the first signs of wear, which is the squealing sound of the wear indicators.

However, keep an eye out for vehicles where many customers report regular brake pad problems. There are occasionally vehicles on the market where the brake pads wear excessively after only ten thousand miles or so. This is sometimes related to faulty engineering or manufacturing processes, and often those problems don't show up until enough customers experience them. Also keep in mind that there may be no recalls for such a problem because the excessive wear doesn't cause a safety issue. The only problem it causes for car owners is buying and replacing the brake pads more often than they would have to for other vehicles."

Found the above online. People around here go around all the time with squeaky brakes for months on their own vehicles(I wouldn't do it but ya know :P). Just because it passed MOT 3 months ago, if "Customer" only had it a month, whats to say its his fault for the breaks? It could have been the prior customer. Just saying. 

I have to agree with the MOT part, seriously, I have taken my car to 3 different place for MOT and each one tells me something different!! One would say it needed this and the other place would say no that part is fine, it needs this, so whos to say the person doing the MOT really paid attention? I refuse to take my car on base for MOT after they sent me to Brandon MOT Center and charged me for new brakes on my husbands car while he was gone, hello I didn't know any better and they took advantage of it!! When I got the brakes fixed and took it back to the base for a new MOT to pass, they guy NEVER even looked at the car, he just took the paperwork, signed it in the waiting room, told me I paid way too much for the brake work that was done and passed it. SO, I dont trust the MOT people in regards to actually paying attention to what is really wrong. 

I agree Jessi.....they failed my husband for having an air freshener hanging on his rear view mirror....REALLY? You couldn't just say "hey take that down?" No we had to get failed and wasted ANOTHER day to get it RE mot'd for a 3 second fix. SOOOOOOOOO irritating. 

My old car failed once for having my Son's booster seat in the back! It was a BOOSTER seat for crying out loud! All you gotta do is reach back there and grab it...it isn't strapped in with all kinds of latches like a car seat is! But it still failed because of that.

When I asked the guy why he didn't just ask me to take it out (or why he didn't take it out) the guy told me "Sorry Mate, I could be held liable if anything negative would have happened...I can't change anything in the car...only test it as it's presented to me". The last part is true of ALL MOT testers, they only test the car based on how it is presented to them at the time. Unfortunately MOTs are no different than opinions. Everyone varies, there isn't a set guideline in which they follow....only a "grey" area where things often end up!

The people that end up paying the price are the customers. Back home (in Pennsylvania) the state inspections are held to a strict standard. It isn't based on someones opinion, it is based on a published SET standard. They test a car BEYOND just examining it as it was presented to them. They poke, prod, remove wheels, yank on ball joints etc...etc...the best part? It's cheaper than an MOT and more thorough. MOTs typically cost 45 pounds or more. I took our Ford Expedition through the PA state inspection last March (I was home on vacation...and it was lovely) and it only cost me $35. It failed due to an excessively worn passenger side ball joint. I bought the replacement parts from NAPA for $14.00 and borrowed the special tool to install it and took it back the next day. Job done. I can't stand MOTs! ;) 

.....they failed my husband for having an air freshener hanging on his rear view mirror....REALLY? You couldn't just say "hey take that down?" No we had to get failed and wasted ANOTHER day to get it RE mot'd for a 3 second fix. SOOOOOOOOO irritating.

WHERE did you go for that one?? I've been taking both of my vehicles to RH Turner in Brandon and I love them. I had a licence plate light out, they replaced it free. I had red tape covering my reverse light but it faded over the year (which "failed" it) they let me take it, buy and replace the tape and bring it back for a pass for free.
I love those people. I have heard horror stories all over the place about MOT's and such, 2 cars, 3 years here and I've never had a single problem with them...

As far as the original complaint - yes, there are two sides to every story, but when you come on here and whine about a customer, well.. Doesn't make me want to do business with you. That's just me. There are 2 rules in customer service.
1. The customer is always right.
2. When the customer is wrong, refer to rule #1. 

It was here on base.....go figure!! 

"Whats the hot topic on the View today ladies?"

No but seriously, I have been watching this conversation go from being responisable and well spoken "customer" to down right silly. The only point to the original statement was to just beware of this company these are my experiences. If someone chooses to use or not use this company after hearing "customers" statement is on them, end of story. Therefore the company should grow thicker skin and stop calling out his "customer" (no pun intended)by his personal name. After the customer clearly wanted to remain unnamed ie: the screen name "customer". That to me is very unprofessional. The company drew more attention to himself then was ever needed. I understand he feels the need to defend his company but should have showed it by his actions, not by angry words over the internet especially over a website where you get most of your business. He should learn that people will say things about his company... but maybe he should have handled this situation from the very begining differently. the owner should learn to choose his battles as this was not one, considering the customer was well versed and genuine. As a rental company your main objective and motto should be "keeping people safe" and not blaming your renters for normal wears and tears on a car.. Its going to happen wheather its your car or a rental. Break pads are not made of sandstone and will not give out in a 5 days time... sorry thats really stretching it.. 

i may not be as well educated as the rest of you on here but i will defend myself when falsely accused by someone here are some facts

1 the car was driven 1200 miles by the customer in 1 month
2 the customer did not return to have any of the weekly checks as per the rental contract
3 he chose to carry on driving a car that he knew was not ok ,for a further 5 days
4 if the customer cannot hear that a brake has gone metal to metal why is he driving at all.
5 we did not throw anything out of the car ,after telling the security police that he was out of contract and very rude,he was told by them to allow us to leave and he remove his items
6 i have 31 years experience of cars and driving them
7 i care a lot about car safety and driving,im a brit and hold a florida driving licence,as well as a uk one
8 the customer would not have spoken to his sgt like he spoke to me,so why treat me like a piece of dirt,

he had every chance to call in and get the car checked or replaced before he destroyed the front caliper and disc
he chose not to, he chose to blame us instead,i dont accept the blame
our mechanics are fully qualified and
the car left here in full working condition

we have 40 cars out on rental,many much newer than other car rental companies,all properly checked and maintained, we have spent over £8000 with a local service parts company since march this year,on our rental cars 

I was in retail for many years, being a manager (granted this was in the States), and I can tell you all that the actions of NSA is not typical protical (as for things that are handeled in the States anyways). People do and will always speak bad about any company, no matter how big. They will show their butt, and try to get things for free from places (not saying "customer" did this, just that a lot of people do). However, if you are charge of a bussiness, it is never wise to lash back at the customer, no matter how silly the customer may be or acting. There is one thing in Business Managment everyone learns, and that is one unhappy customer will quickly turn into 5-10 due to word of mouth (Good example has been proven here). NSA can try to defend them selves all they want on here, but in reality (Sorry fokes) it is doing nothing but hurting their bussiness; and if they refuss to see this, then that is on them. It is always in the companies best interest to make the customer happy. I had to bit my tounge so many times when dealing with customers, and make them happy, but I did it, and was glad I did. Cause if that customer walked out that door unhappy, there were 5-10 people that found out about it sure enough, and we lost customers. Retail and customer service is built around customers. With out them, there is no business, and if you make them mad, or bad talk them in any sort of way, you have lost business (Does not matter if you are speaking the truth or not).

If this was such a horrible matter, then it is a legal matter, not a matter you descuss on board.


Just so you all know, this is how I feel and have delt with customers personally. How this business choses to act is their own business (literally). 

I LOVE RH Turner!!! sadly they didn't have any openings at the time I needed it and I went on base, who told me NOT to go to RH Turner!! LOL well I figured that out once I got the the Brandon Test Center and found some employees that worked there also worked at the base shop!! RH Turner has saved my butt since we got here, they even helped after they had closed up for the evening and a couple guys have stopped during their lunch to help out!!! 

if that customer walked out that door unhappy, there were 5-10 people that found out about it sure enough, and we lost customers

Agreed and well put. The best part is, even business owners are customers somewhere else and we all want to be treated well. So hopefully we all understand everyone's point of view here.

Though, only due to NSA's posts will I probably not choose them. The original post was interesting and taken in to account, but not until NSA felt they had to defend themselves did I feel a little weirder about the situation.