On 4/17/2015, I rented a car from the Westbrook Maine location. This is a corporate location. Upon picking up my rental, I secured the hold using a credit card. My rental was for the time period 4/17-4/27/2015. The cost of the rental was $222.00. Like most rental car companies, you must present a credit card to secure the cost of the rental as well as additional fees. In this case, it was $223.00. When I returned the vehicle, I paid for the cost of the rental with a debit card. The cost of the rental processed through my checking account on 4/28/2015. The hold was removed from my CREDIT CARD shortly thereafter. BUT WAIT, there is more! Upon checking my bank account on 5/5/15, HERTZ placed a hold on my checking account for $223.00. Why would they do that since the costs had already been deducted a week prior? I called the rental station in Westbrook and of course, they “Are not aware of the unauthorized hold” and I am told it is my bank. My bank put holds on accounts for Hertz now? I visited my bank and they tell me that the hold comes from Hertz Rental Systems and they kindly provided me with a screen shot that shows the hold was placed by Hertz. I than call the Hertz billing office and of course after being placed on hold for almost 20 minutes, they too can’t explain this mysterious hold on my account. (It is also important to note, the rep was able to locate my rental by my license number, dates of rental and my full name. This comes up later)
“Oh no, we don’t see any hold placed on your account, it must be your bank”. What great service Hertz provides! I finally was able to speak to a rep who said he would contact my bank and send them a fax to release the hold. (If they didn’t put the hold on in the first place, how would they remove it??). Although I appreciated the reps effort, three days later, it is still not resolved. I called the Customer Billing office (of course again waiting on hold for excessive time….) I reached “Whitney”. Because I did not have my rental number, I asked her to look up my rental in the same manner as the previous rep. This girl was as useless as an Ice Cream Cone in Phoenix in July! The fact that she would not at least look this account up using what information I could provide, plus the extended wait times, plus the run around I have already gotten just fueled my anger even more. I explained to her the frustration I was feeling at the whole experience and that I was not happy that they had place this unauthorized hold. (Remember, the hold was on a CREDIT CARD at the time of rental NOT my debit card that I used to PAY for it). I asked Whitney to provide the name an address of the location to send a bill to for bank expense incurred as a result of their hold. She rudely said “Customer Service”. To which I responded, If I just write “Customer Service” on an envelope and put it in the mail, it will get to them. She again, rudely provided an address. I explained to Whitney the lengthy process and poor service I had experienced and would not only never be a repeat customer but would also encourage other to avoid Hertz as well. I asked her if she would feel the same way if she were in my situation. Her response “My opinion isn’t relevant”. Clearly, Whitney lacks empathy. While I did come across stern and perhaps a bit ride at this point, I feel it was appropriate. I am the customer, they made the error and I don’t deserve to be on hold for extended times because they are too cheap to staff appropriately. With that said, the “hold” is still on the account, Whitney is an idiot and I would rather walk than ever deal with Hertz again.