Hertz complaint 5-17-22 @ 1722 (initial complaint, never able to submit due to broken website) Reservation # K12843104D7 1) Your pick-up office at 1107 Cassat Ave. in Jacksonville, FL is the most unprofessional office on Earth at best, and fraudulent at best. They are incompetent and a bunch of liars. I called today to confirm that my reservation for tomorrow (Wednesday, 5/18) at 1000 would be ready, and they acted as if having a vehicle ready, after I had had a confirmed reservation for several days, was a "nice to do" or "optional" activity on their part rather than a guarantee and a contract, as your customer rep "Max" assured me repeatedly when I called your 800 number. They hemmed and hawwed and said a car "might" be ready or "might" be ready....later in the day. I NEED THAT CAR and PAID FOR THAT CAR for 1000!!!!! I have commitments that I must meet that cannot be met if I don't have a rental car. I am in transit with no telephone and no other transportation. I am being dropped off and there is no Plan B. The girl at Cassat Ave. promised TWICE that her manager would call back. No one ever called me back throughout the day. When I called back, I got no answer until the office had closed for the day, at which point the phone simply hung up on me. 2) You give customers NO WAY to file complaints online. You give NO "complaint" options on this or any other website. This is WRONG. 3) You give customers NO WAY to file complaints over the telephone. All we get is offshore customer service reps with no authority to do anything except give canned answers. 4) You cut me off FOUR TIMES on the telephone before I could speak with “Max,” taking nearly an hour of my time. 5) It took me TEN TIMES over TWO DAYS to send this complaint. Your computer kept saying, over and over, “There was an error submitting your requst, please try again or contact us at 1-800-654-4173 (6am-7pm CST M-F).” (sic) with is both ungrammatical AND contains a spelling error. Is your website run by a bunch of primary school students? It appears so. When I arrived at the Hertz pick-up location at Cassat Ave. in Jacksonville, the agent (asst. manager?) walked by me TWICE as if I did not exist. No greeting, no recognition, no eye contact, no nothing. The office was filthy dirty, high humidity, and NO air conditioning. I was nearly physically ill from the heat, humidity, and smell. Waited nearly 30 minutes just to check in. Told that the car I had reserved was not available, and tried to give me a MORE EXPENSIVE car at a HIGHER PRICE. I refused. The manager (Charles) after several minutes waived the higher fee for the car that THEY CHOSE to give me. You won't let customers do ANYTHING except operation online, which many people can't do easily or at all. You provide NO back-up capability for damage control when things go wrong. Your office (at least in Jax) seems to think that a confirmed reservation is just a casual "maybe" that it is perfectly acceptable to not honor or ignore entirely. You made promises (to call back) that you do not keep. What is WRONG with you people??? Accordingly, I wish to file formal complaints against your corporate offices, your 800 number customer service office, and most especially against your office at 1107 Cassat in Jax. These people have NO sense of responsibility, NO sense of customer service, and NO competence or understanding of contract law or contractual obligations. Original complaint that could never be sent on the evening of 5/17: I also demand a telephone call IMMEDIATELY (to a friend's phone, Mike) at 606-XXX-XXXX as soon as this message is received, with an update on my reservation (which I still need at the exact time I reserved) AND a confirmation email to me at yagi.edward@gmail.com. The tel number on my reservation is NOT available to me at this time. Everything I have experienced over the last 24 hours is a disgrace and you ought to be ashamed of yourselves. Depending on how the rest of the reservation proceeds, I will consider taking appropriate additional measures, including via social media and requests for discounts/compensation for the confusion, inconvenience, and distress you have already caused. Fw up: telephone call on 5/24 @ 1139, customer service, Jamaica. Requested information regarding a toll bridge I had no choice but to cross. Requested waiver of toll fee and discount. Was offered an $80 (??) discount on a future rental; I demanded that this discount be applied to my CURRENT rental. Agent told me to take this up with Hertz AFTER the car was returned. Car was returned on time, with gas at same amount, at PHL airport without incident. Case # 14221936. 877-584-7159
