HERTZ SERVICE TRULY HURTS CUSTOMERS....

<p>Rented a VW Polo from Hertz in East London only to immediately find that it was making a metallic clanking sound, car only had 4000km on it. Phoned the problem in to the East London branch and they advised they would be in contact regarding the problem as I was on the way to Middleburg.....</p> <p>At least 8 phone calls later, some from Hertz PE, others from the VW Service Agent (telling me to stop driving the vehicle) with conflicting solutions to the problem, I arrived in Middleburg to find a tow truck waiting for me and no replacement vehicle? When one did finally arrive from PE it had less than half a tank of petrol in it and I had to deliver the driver back to the town of Middleburg so he could wait for his transport there, while the original vehicle got towed away.</p> <p>Next morning am traveling back to PE, when I get an emial from Hertz saying they investigating a claim that I damaged their vehicle. Incensed after I had tried my utmost to accommodate THEM the day before, I tried to phone the various numbers listed on the email and the customer care number to absolutely no avail. When I did get through to the customer care number and pointed out I was on my cellphone trying to resolve this, they undertook to phone me back again to no avail....</p> <p>Did get hold of their branch managers in both PE and East London, who explained that this was standard practice and were most apologetic. Both Russel and Chantal (Branch Managers) were very helpful and completely understood my frustration and even offered to waiver my petrol costs.</p> <p>However, Hertz Customer Care (Cindy) have been anything but helpful, as they have a 21 day hold on my money and indicate there is nothing they can do about it because I bank with Capitec Bank and they have no merchant agreement with them? This is contrary to what I was told at Branch Level, as they said they could get the funds released within 24hrs on their request.</p> <p>Further, I was not told that because I banked with Capitec, I would be victimised in this regard and hiding behind the contract fine-print is also not an excuse in this day and age I'm afraid.</p> <p>So all in all, a terrible car rental experience from Hertz that I will be very unlikely to repeat! </p>