Hertz Complaint - 5 passenger SUV vs 7 passenger SUV in Albuquerque
ALBUQUERQUE, NEW MEXICO -- I am writing this letter on behalf of a client/friend who speaks Spanish.
My client asked me to book two 7 passenger SUV's for one week for he and his family of 14 to take a road trip from New Mexico to Colorado. After some research online, I decided to go with Hertz since they seemed to have the best rate. Since these are specialty vehicles, I was not able to book them on Hertz.com instead, I had to speak with the specialty desk at Hertz reservations. I was told Hertz needed a credit card to “Guarantee” the cars availability. They could not confirm the make and model but guaranteed me that the vehicles would carry 7 passengers each. The morning my client was scheduled to pick up the vehicles at the airport in Albuquerque, NM, the Hertz representative at the counter said he only had one 7 passenger vehicle and one 5 passenger vehicle.
What is interesting is that the Hertz representative in ABQ said he did have a Ford Expedition on hand which could hold up to 9 people but he wanted to charge an additional $1500 which was the price of one weeks rental, this was in addition to the $1200 which was the original quote for the two 7 passenger vehicles I reserved.
My client called me to see if I could help him. After speaking with the representative in ABQ I called the Specialty desk at Hertz reservations, the woman I spoke with seemed very surprised that this happened especially since I had booked a “Guarantee” for two 7 passenger vehicles but ultimately, all she could offer me was an apology.
My client ended up renting with another Car Company that had 2 7passenger SUV's for less money than Hertz charged. (Hertz allowed $1200 walk out the door)
I specifically asked the Hertz representative in Albuquerque if he was going to charge my client anything since he was not going to take either car, he said no.
I followed up with a letter to Hertz’s customer relations and received a standard letter of apology with a $100 discount on a future Hertz rental.
Several days later I noticed my client called to say a charge from Hertz for $100 had appeared on his credit card. I emailed the same customer service representative who sent the $100 discount certificate and was told that Hertz has a cancellation penalty for SUV's of $100 per vehicle if cancelled within 24hours of the scheduled pickup . Since one of the two vehicles was a 7 passenger vehicle and my client didn't take it the $100 cancellation penalty would apply. I wrote back and explained this was an all or nothing situation, was my client supposed to leave 2 members of my family behind? . My argument seemed to fall on deaf ears. I feel Hertz is being completely unreasonable here to give a $100 future discount but then charge $100 cancellation.
I am asking for the $100 penalty to be reversed on my clients reservation. I would also like a clarification of Hertz' "Guarantee" policy for SUV's.
My question here is does Hertz fall under any regulations like the DOT? Would another letter written to the Better Business Bureau help? What do you suggest?