Complaint / review text:
My family and I have rented many times cars from Hertz and we stayed loyal to the company. Until today 27 February 2015. Today I experienced the worst customer service in my life.in order to be fully extensive I will tell you the story from the beginning. On 25th February 2015 I rented a car from Hertz, located in The Hague, The Netherlands.
Since I am a student I wanted to rent the cheapest option together with the smallest car which they had, so I picked Ford Ka. On my arrival at the office they told me they do not have this car in the moment, even though that I made the reservation couple of hours ago. Their solution was to give me a brand new Toyota Auris Hybrid. This is, of course good surprise, but yet unprofessional. Furthermore they only asked me “You have the basic insurance, do you want to change that? ” without any further information on what I can change, what are the potential risks etc they handled me the keys. Not to mention the rude attitude of the employee through the whole dialogue.
On the next day the car was parked on a paid parking so it can be fully protected, but unfortunately someone scratched it and left. When I saw it I immediately called Hertz to receive instructions on what to do. They told me, again in very rude manner, to just continue driving the car, without calling the police and that everything will be fine. However, since this happened to me for the first time I got worried and decided to go straight to their office so they can see the damage.
When I arrived there was the same employee with the same awful attitude. He just told me, without even seeing the damage itself, that I did not pay extra insurance so I will have to pay 600 euro for the damage. Then he made me to leave the office without any further dialogue, when I had many things to ask. When I left the office I decided to go immediately to the police station and file a report, even thought the employees from Hertz tried to stop me from going there. Which in my opinion is strange, why would they do not want me to go to the police station?
The next day, February 27,2015 I had to return the car, which I decided to do earlier than the arranged hour since I already could not enjoy my vacation. This time the employee was different but with the same arrogant attitude. He told me very calm that I have to pay 600 euro because I rented the car on my risk. Then I explained that nobody told me in the first place that additional costs can occur. Here comes the interesting part. On the paper which I signed on the first day, today there were circles around the little letters of the contract, which were not there on the first place. They tried to simulate that everything was already explained to me but I did not listen to them.
After my argument with them and the awful customer service I told them that I will go to my lawyer and come back in the next hour to arrange everything. I returned after 30 minutes and I asked what the possible options to pay the ridiculous bill are. He then told me I already took them from your credit card. I find this act very unprofessional, especially when we are talking for a big company such as Hertz. I did not give him any permission to take money from my credit card, and even told him that I am coming back in the next hour to arrange the payments.
Another interesting part was the fact that in the same day I called the local office with another question and I spoke with the person who gave me the keys on the first day. Later, when I arrived at the office I wanted to speak directly with him because he was the one that was there when I signed the so - called contract on the first day. The answer which I received was: He has the day off today, so this is not possible. How can he have the day off when I just spoke on the phone with him? I stayed with very unpleasant feeling from my experience with Hertz today and I would definitely not rent with Hertz again or recommend it to anyone.