DW
Debbie W

1 reviews | Active since Mar 2016

01 Mar 2016, 05:14

Insulted me

I called the national call center to change the time of my pickup to 5pm, after the local Hertz branch told me when I called Monday (2/29/2016 @ 3:14pm Central Time) that she can not guarantee my car an hour earlier (original pickup was scheduled for 6pm). I called the national call center (***) at 3:22pm and asked the agent to please change the time. He quickly did that and when I asked him to please explain why I am charged for 3 days if I'm renting from Monday 5pm (Lubbock) and dropping off Wednesday 5pm (Las Vegas). I count two days. He kept telling me I pay for Monday, Tuesday and Wednesday (3 days) and IMO it was two days (Mon-Tues = 1 day; Tues-Wed = 2 days) He then insulted me by saying this is \Elementary math\"!!! Really! I am in customer service, deal with customers on the phone daily and I will not say this to anyone!!! I then asked for a manager (Robbie) who explained to me that the time change is causing the 3rd day charge. Thank you to Robbie for looking into it a little more to keep a customer happy. Very unhappy with the agent's attitude. I am very sorry I did not take his name. Maybe my time stamp can help find him. "

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Replies (1)
Hertz Rent a Car
Hertz Rent a Car's reply04 Mar 2016, 10:30
Official
Hello Spokie 55,

Thank you for bringing this to our attention.

All feedback is much appreciated, as this ensures that the necessary steps are taken to prevent reoccurrence.

Kind regards

Customer Relations Department.