Disgusting service to two guest in one week

I am a Guest House Manager. In less than a week I had two guests that checked into the same room. One after the other...tell me about their horrific experience with Hertz. The one of which I was a witness. The first Guest Mr Peter Naughton had taken a 44 days rental. During the middle of the rental he was contacted by Hertz and told that they are coming to fetch his car because it had been sold and that he would be given a replacement. They gave him a half a day's notice. I called them on his behalf and the rude representative, who never even gave an apology, told me, "it's just the way it is." Eventually they agreed to fetch it the next day. They arrived with a damaged car and it appears that they tried to conceal it by parking in a place that was difficult for Mr. Naugton to inspect it properly. The man looked nervous and in a rush.

The second incident was reported to me by Marijke Lambrichts who took a top of the range vehicle with road side assistance, which she paid 35 000 in advance for. When they discovered they had a flat tyre she called in to report it. First she was told to call three different call centres. When she finally got through, the guest service assistant asked her if she had a boyfriend. When she said yes, he told her to go to the boot of the car, get the tyre and jack out the car, to tell her boyfriend to change the tyre and to never call them again for such things.

Two things that stand out about these absolutely shocking incidents: 1. This is two separate incidents from two different guests that checked into the same room one after the other. This makes me wonder just how many incidents like this are there? 2. The shocking Manner in which hertz deals with their clients.

Please be aware that we will discourage all our guests from using Hertz. I am thinking of renaming that room, the Hertz Complaints Room!!!