Appalling customer service

I hired a Ford Ranger 4x4 XLT last Friday evening. On Saturday morning after loading the back of the vehicle, and on arrival in Parys at about 10.15, I realised that the canopy door could not be opened. Only the right side lock was opening, but he left could not be opened. I called Herz Sandton and spoke with Mandy at about 10.20. She asked me to call customer services in Cape Town as it was an emergency. Your staff in Cape Town initially could not understand what my problem was, and after I explained it to him, he simply cut off the call. I called Mandy again at 10.28, who said that she will try to speak with her Manager, Zereena, and call me back. She told me to continue to my destination, which was outside Parys. When I did not hear from Many, I called her again at 10.58. She told me that Zereena had told her that the vehicle could be exchanged for a different vehicle. I explained to her that exchanging the vehicle would not solve the problem as the canopy was filled with all my personal belongings and food including meat. She also informed that I could call out a locksmith, but I would be responsible for the costs. I told that I did not understand why I had to pay for a locksmith when it was not my fault or responsibility that the canopy door could not open. She also told me that if I damaged the vehicle in my attempts to unlock the canopy, I would be responsible for the costs of repairs. She asked me if I would like to speak with Zereena to explain the situation to her directly. She told me that although Zeerena was at home, she was available to speak with me. I told her to tell Zereena to call me urgently.

I realised then that the staff of Hertz I had spoken with had absolutely no idea how to assist me. The manager of Sandton was proposing an unfeasible and useless solution. After several attempts, I managed to open the canopy door without any damage. Mandy called me back at 11.13 to inform me that Zereena, with whom she had spoken to about 15 minutes earlier was not answering her phone. I told her that I found it unacceptable that a manager on call would not take a call. I informed her that I had managed to open the canopy door, but I would lodge a formal complaint at the non-existent and poor customer service, especially the failure and/or refusal of the manager to contact me.

When I returned the vehicle this past Monday, I complained to the manager, Zeerena, about the poor customer service, and especially her failure to call me. I told her that she could have simply sent me to the nearest Ford dealership perhaps in Sasolburg or Vanderbijlpark. She apologised but refused to take any responsibility for her role in the poor customer service. I informed her that I would be lodging a formal complaint, and that I will also publicise the poor service on Hellopeter and other websites. I told her that I could not trust Hertz to provide suitable assistance should I face a breakdown, and that I will not use the services of Hertz South Africa again, and absolutely not the one in Sandton.

I immediately sent a complaint to Hertz Customer Relations via email. There has been complete silence. This confirms my assessment that Hertz customer service is appalling.