Shocking service from Hertz Car Rental

My parents lost their rented car's keys over the weekend. We immediately reported it with the Hertz call center on the Sunday evening. Hertz Stellenbosch responded immediately and actioned an email to JHB requesting the spare set of keys to be sent down to Cape Town the following morning. So far so good.

Hertz JHB actioned the request at 15h00 on Tuesday, the key has yet to be collected from the depot, let alone be delivered to us. With an inactive waybill number from SWE and no idea whether we can expect the key to be delivered at all. We sit with three fully paid three days of car hire with no access to the vehicle.

Communication is shocking.

The Call center telephone number drops after 26-29 mins of hanging on, I know. I have called 5 times in the past 24 hrs with no luck of speaking to anyone.

We ordered the car from Cape Town International, Hertz Stellenbosch have done what they can and tried to expedite our case. Has even requested the Regional Manager Amanda to call us. Still waiting for a call and confirmation of the missing key.

We shall certainly not be renting from Hertz anytime soon again.

Really disgusted. All the while I was ranting and raving how good our service delivery is in South Africa compared to Holland where my folks are from. I need to swallow my pride and accept we are not as efficient as I like to believe.

One very disgruntled and disappointed customer in Cape Town .s