Review Detail

Overall rating 
Miles/Kilometres on Pickup 
Location Convenience 
Staff / Quality of Service 
Vehicle Condition - Outside 
Vehicle Condition - Inside 

Hertz's Bad Customer Service

My mother and I booked a rental car reservation online (G2103022785) with Hertz from 07/04/2014 (Independence Day) at 6:00 p.m. to 07/07/2014 and were quoted an estimated total of $82.66 for three days; however, we did not find out that the rental office would be closing at 4:00 p.m. on that day until later. My mother could not get off work early enough to pick up the car from the location, so I suggested to her that she ask the rental car company if she could pick up the car a day earlier for no additional charge since she was already quoted a rate for three days. In other words, we were still allowed to book the online reservation to pick up the vehicle at 6:00 p.m. even though the office closed early at 4:00 p.m. The clerk informed us that the website does not recognize holidays and still wanted to charge us for four days. We had a long trip starting Saturday, so that was why we did not change the reservation to Saturday. I argued that it was not the clients' responsibility to ensure that the company's website was working properly and that the company should have honored the quoted rate, but the company refused. I filed a complaint (140703-000646) with the company online the day (07/03/2014) before we were supposed to pick up the rental and have not received a response yet. I even wrote to the corporate headquarters and the local rental car company directly and still have not received a response from either party. The good news was that my mother and I were still able to take our trip, but we had to use our personal vehicle instead. It seems that Hertz is more concerned with profits rather than good customer service. This is a company that would not even honor the rate that we were quoted even though the issue was on its end.

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