CB Vehicle Rental and Leasing Hertz Complaints #222-241

Hertz review: pre-paid car rental cancelled by Hertz 25 mins before pickup! ( 1 comment)

J4321 of Brooklyn, US

Oct 31, 2019 11:51 pm UTC

Verified customer

I tried 3 times to submit this complaint on the Hertz website and tried three times and keep receiving a message that the request is not valid so I am forced to bring it up in other formats. Below is my situation for My Hertz Reservation:
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I reserved and pre-paid for a car with Hertz location 2940 Northwest 36th Street, Miami Central Miami, FL US 33142 two weeks in advance for a four day rental. 25 minutes before I am supposed to pick up my car, a person from the location called me from 305-638-5252 telling me he was very sorry but there is no car available for me and that it's been like that for the last few weeks and this is a common occurrence. I said that's odd, I didn't get any email from Hertz about this and they did not book me another car or another location. Also telling me 25 minutes before I was to pick up the car is also strange. I was ok as long as he booked me at another location at the same prepaid rate.

He said he could not do that and I needed to cancel my reservation then rebook but don't worry, the airport location or any other will just rebook me at the same rate. I called Hertz support and they said I could not get the same rate but I would also need to cancel before booking. I said I should not pay more because the prepaid Hertz location was the one trying to tell me they cancelled my reservation. The airport would have charged me an extra 150 or so for the same booking and I felt it was not my fault. I agreed to a set rate two weeks in advance and they charged my card already. I ended up calling the original location again and said he gave me wrong info and I could not get the same rate. He said that was not what he has seen happen in the past but could not help me because he only had one car and that person was on the way to pick it up. I'm sorry, I booked in advance, prepaid and they cancelled me?

I was furious. As a President's Circle member who just booked rentals in Dallas, Scottsdale, LA and Toronto all on Hertz within the last 6 weeks, I was shocked that they would leave a "valued" business traveler stranded like this and not try to help. I ended up booking on Enterprise. Still came out of pocket around $120 more than my original booking as well which I wonder how to recover. The second phone rep I spoke to told me they would cancel my reservation and refund me right away. This as never done either! I wasted hours trying to rebook my car rental, calling my credit card company to dispute the charge and writing this review so others are aware what can happen to them, and would never trust Hertz due to this horrible situation where they just left me stranded with no help.

Why did this happen? I can only think that they were able to book others at higher rates so thought it was ok to cancel my booking last minute. Horrible and unethical behavior with no care that this affected my appointments and meetings set up for the day. No manager cared to apologize or do anything. Too bad they lost not only my business but that of my employees and friends. Sorry you didn't know or care that I decide which car rental my employees use. Pathetic but won't fool me again. Will spend a bit more time posting on many review sites because I am sure this is wide spread fraud by Hertz locations.

They should have offered SOMETHING such as free up another class of car, book me at another location at the same rate, book my on a competitor rental instead of leaving me stranded.

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HertzSucksExtra

1 comments

HertzSucksExtra of US

Dec 19, 2019 7:33 pm UTC

I experienced the exact same thing with Hertz one week ago. I have tried contacting an area manager, district manager, etc. and NO ONE will call me back. I cannot express how much this company sucks. I am going to shout it to the roof tops and post and report and report and ask all my friends to share my experience on every social media platform here is. Hertz may not want to hear from me but a LOAD of other people surely will. Yelp, trip advisor, the Better Business Bureau, Expedia, etc. Anyone who takes a moment to read a review will find mine!

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+1 (800) 654-3001

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Austria

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999 Vanderbilt Beach Rd Fl 3, Naples, Florida, 34108-3508, United States

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