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Complaint
2nd email
7/21/18
To Hertz Corporation
Customer Service,
On June 21st, I rented a car from Hertz rent a car, in Asheville, NC, located at 891J Patton Avenue. It turned out to be the worst rental car experience I've ever had.
The rental car was a 2017 silver Hundai with an odometer reading of 41, 756 miles. The front tires were extremely bald, (see picture below), the front seats were badly stained, AND, as I learned once I had started my trip, IT HAD ANTS!
I was informed by Christy, at the Patton Avenue location in Asheville that there were no spare cars that I could change it out with, which seems strange for a car rental agency! I should have walked out then, but I was willing to accept this car because I had a seven hour trip in front of me and I did not want to waste the time searching for another car, so I took the car, accepting Christy's word that I could exchange the car in Ohio. Once on the road was when I discovered the ants. That was really gross!
Once I arrived in Miamisburg, I parked the car on the street in a nice neighborhood for a few days, and then began trying to get a replacement vehicle. I first spoke with Kelsey, who said if I drive to Centerville, I could pick up a replacement car there. They had no one to deliver the car to me. So my daughter and I drove the half hour to Centerville and once there was told that my car was a corporate car {?}, and I could not pick up a car from that location. The gentleman at the counter explained to us then what a corporate car was, which I wondered then, so what? I rented a car from Hertz, and I trusted Hertz to make good on that car, and now that was not going to happen because I have a corporate car? What kind of a policy is that! He did suggest that if we drove out to the airport, 45 minutes away, we could exchange the car there. But we were getting wiser now. We called first and spoke with a Chris, at the Dayton Airport, who informed us that he also could not help, and again, because I had a corporate car, but he gave us the phone number for Thrifty and said that they could definitely exchange my rental car. Soo, I then called Thrifty and Vince answered the phone and guess what he told me? Yup, that they didn't have any extra cars! Wow!
For the next several hours, both my daughter and I were on the phone with Hertz, (when we could get through to a real person) trying to find someone who could actually assist us. Not the way I wanted to spend my limited time with my daughter!
So we dealt with 3 Hertz and 1 Thrifty car rental locations and no one could provide me with a car! What kind of customer satisfaction is that?
Stacy in Cincinnati, did say that I could exchange my rental car at the Cincinnati airport, but that was another hour away. I will say that she had the best attitude of all the Hertz representatives that both my daughter and I spoke with that day. At least she apologized for all the problems I was having and she was extremely nice.
The only other information I would like to add is that I am a 70 year old woman who should not have to be concerned with a breakdown on a trip, which is why I rented a car! And to even rent any car with the tread that was on this car, should be an embarrassment to any car rental agency.
Me and the ants arrived back safely to Asheville, NC, no thanks to Hertz.
I think a full refund is in order!
Mary Beth Stuven
[protected]
7/18/18
