Bill Crowther
Had visited Edinburgh from the US with plans to rent a car one way to London, working our way through the Lake District and Wales. The car was a PREPAID rental, with pickup time to be at close of business, 6pm, on the night before leaving Edinburgh. We missed a bus that evening, so were at Hertz on Picardy before opening the next morning. Upon checking in, I was told that the car was gone (yes, our PREPAID rental). I was told they only hold cars for 2 hours, which didn't make sense to me, as their closing time was our pickup time the evening prior, and I was there for opening the next morning. The Hertz associate, Edith, said she would see if there were any cars available. Upon returning, she offered me one of their top-of-the-line Volvo station wagons, with a discount, of course. She had no reasonable explanation for our missing car and offered no other remedy. We had checked out of our flat, with all of our luggage, and our evening's destination several hours away. I reluctantly accepted the rental, thinking that a customer service representative would help us with some reasonable solution later, as we were stuck in a foreign place with several bags and no accommodations. Upon returning to the US, I contacted Hertz and was assigned a case number. This was done on May 28th. As of today, June 18th, I have yet to hear from Hertz. I have tried calling customer service several times. Most recently, the rep asked what the issue was, and after explaining, was told they would transfer me to "International Rentals." The call was dropped, and my 3 attempts at calling back were met with a recorded message that there "...was a system problem..." That's the only thing I can agree with Hertz on. Currently we're on the hook for our prepaid rental AND the additional for the car we ended up with, which totals approx 1000. USD. Be wary of Hertz - I will never use them again.
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