Hertz Complaint - Gives Away Confirmed Reservations - Leaves Travellers Stranded And Does Nothing
PHILADELPHIA, PENNSYLVANIA -- THE FINAL STRAW - HERTZ GIVES AWAY CONFIRMED RESERVATIONS - LEAVES TRAVELLERS STRANDED AND DOES NOTHING.
On February 26th I arrived at Philadelphia airport after a two hour delay in Chicago. Upon exiting the terminal and getting on the Hertz bus I was informed that no cars were available despite having a confirmed reservation. Upon arriving at the Hertz location I was greeted by approximately 30 other very angry Gold Members all of whom had confirmed reservations. The station manager explained to us that she had given away all of our cars despite having guaranteed our reservations through a credit card. The station manager became agitated that all of us were extremely angry and awaiting answers on how the situation would be addressed. She then left the building, got in her car and drove away, leaving the employees to handle the situation. The employees, who were equally outraged basically told us to walk to the terminal and catch a cab as there was nothing that could be done. I then called the Gold hot line, which did nothing for me, and finally walked to the terminal at 1:00AM. I was forced to pay $100 for transportation to my destination and was still left with no way to have a car for the following day.I got 3:30AM! I once again called the Gold hot line the following morning and arrangements were made for me to pick up a car at the local Hertz location. I had to find my own way to the location and then was given a sub compact Ford focus that looked like it had been through the war. I left disgusted and resigned to the fact that I will no longer accept this kind of inadequate customer service.
As a weekly renter from Hertz I frankly I cannot believe the treatment I received. This is not the first instance of this happening in Philadelphia and other locations. I have had similar issues such as no rental agreements in the car, receiving dirty cars and reservations that have been given away only to have to wait for extended periods of time in the Gold lounge waiting to be assigned a car for an already confirmed reservation. On average I spend $800 - $1000 per week and have done so for better than 2 years. I simply do not understand how an organization that prides itself on providing superior customer service can provide such terrible treatment to a class of renters who are supposed to be their most important client.
To top it all off I received a survey today asking me if I would pay an extra $1000 for platinum service…like the outrageous amount of money I am already spending for piss poor service can be improved if I pay an extra $1000. In the end it no longer matters to me as I will NEVER rent again from Hertz I will no longer tolerate such miserable treatment.