Hertz Complaint - Hertz Organization in Alicante Spain
ALICANTE SPAIN -- If you are going to Spain DO NOT use Hertz for car hire.I booked and paid by Visa for the period 8-22 September 2007. The car I booked online was a shiny Ford Focus, which I was familiar with. On arrival at Alicante in Spain the Hertz Office in the departure lounge was staffed by 3 females all interested in their own lives and it was some 5 minutes before my presence was acknowledged. After providing my online booking reference, passport, driving license and visa card (yes the old petrol tank story) I was given a set of keys. Ford Focus? I inquired, no came the answer an upgrade a better car. From the office one has to walk about 200 yards to a car park where each of the car rental firms have a further office brightly lit and staffed by about 3 or 4 guys. What does Hertz have; Well they have a van and one yes ONE guy trying to match autos to customers and not doing a very good job. I did hear one customer, who had obviously ordered a child car seat, asking for assistance in fitting it.
Back came the reply I do not know. My car when finally located turned out to be an inferior SEAT that was filthy inside and out had been involved in at least 3 scrapes, so much for the upgrade. Having to meet my fiance at Valencia I did not have time to argue having spent 90 minutes getting to this point I took the car and departed. On my return the service was if anything worse, again one guy working out of the back of a van, but because it was a Saturday afternoon it was packed with returns. Having waited 30 minutes to be attended to I scanned the hire firms offices they were ablaze with light and staff literally running to do their customers bidding.
I grabbed the Hertz employee, check this I said handing him my car keys and the release document he didn't check the vehicle merely asked was it full of petrol and when I affirmed he signed the release. This was to be taken to the office in the airport. Surprise surprise there was a queue of ten people and one again ONE member of staff who was in a complete funk with the workload. I waited 15 more minutes then left for my plane. On my return to the UK I contacted Hertz Customer Relations by email with absolutely no acknowledgment or reply.
To add insult to injury Hertz have removed $150 from my bank account without explanation. Of course I have written, emailed and rang but no-one can either tell me what the withdrawal is for and naturally cannot reimburse me the amount. And the moral of this story is DO NOT USE HERTZ.