Hertz Complaint - Reservation Worthless
PHOENIX SKY HARBOR, ARIZONA -- I went on a trip for Spring Training for our local baseball team. The car was rented well in advance through the company that set up the Spring Training package.
Upon arriving at the car rental facility in Phoenix, I had to make my way through a massive crowd of people to get up to the incredibly long line of people checking in. Once I waited through the line, the unhelpful clerk told me it would be over an hour before they would have a car for me. Evidently, the massive crowd was comprised of others in the same situation.
I told her I would miss the baseball game I had tickets to if I had to wait that long and she said I should take a cab and come back later to get the car. They would reimburse me for the cab ride. I told her that was not feasible as I had my luggage. She said that was not her problem. I asked if they would reimburse me for my baseball tickets and she said I would have to ask the manager. Just then, another agent yelled out someones name to come pick up their car and the crowd errupted in applause. My agent said "at least THEY have a good attitude!" I think the crowd's sarcasm was completely lost on this completely ignorant agent.
I completed my check in and joined the masses in waiting for a car. As I started talking to others, they indicated they had all been there well past the hour they had been promised. Some had been there over 2 hours waiting for their car. There were well over a hundred people standing around.
I decided then to start going to other rental companies to see what they had available. We finally found another small rental company and rented a car through them. Unfortunately, I had already paid for my Hertz rental through the tour company, so I don't know that I will see a refund. Nonetheless, I am happy we rented the other car as my son got to see is favorite player, got his favorite player's game hat and had his picture taken with him.
Cost to rent a Hertz? Too much time, money, stress and frustration. Cost to rent a backup car when Hertz fails to deliver? Too much money. Cost to give your son the memory of a lifetime? Priceless. I glad we didn't wait on Hertz.
I should also note that this was not an isolated incident. When I was at a game a couple days later, the person sitting next to me said she went through the EXACT same thing earlier that day. Others in the stand overheard and they all had the same miserable experience with Hertz.
Hertz's stance was that cars were not available because of spring training, to which I say they had reservations booked and knew the demand - they should have had the service available that they promised. If they didn't have the cars, they shouldn't have taken the reservations!