Complaints

• Initial Complaint

  25/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I flew into Winnipeg on June 20 5:00 p.m, and received a text message that my car rental at the pick up location at 1111 Munroe was NOT going to be held for me longer than 6:00 p.m. I called the rental office and explained I was waiting for my luggage at the airport and it was unrealistic to get across the city from the airport in rush hour traffic to pick up the rental before 6:00 p.m. I arranged to pick up the car the next morning between 10:00 and 11:00 a.m. and was told there would be no charge for the delayed pickup. When I arrived shortly after 10:00 a.m the next morning, I was told they did NOT have a car for me. A car became available around 11:00 a.m., I arranged to return the car on July 16th around 5:00 p.m.to the 1111 Monroe. On July 16th when I arrived at the 1111 Munroe location at 4:30 p.m the Hertz rental car office had disappeared! I dialled the telephone numbers on the rental invoice and they did not work. I telephoned the Hertz airport location in Wpg and explained the situation and was told that Munroe location had shut down a month ago. Since I had provided a telephone number and email address they could have contacted me. It was arranged that I would drop off the car at the airport the next morning leaving the keys in the drop off box. It was agreed there would be no late charges. I asked for further compensation on the amount owing due to the unacceptable customer service. The agent SAID HE WOULD MAKE NOTES ON MY FILE SO AN ADJUSTMENT OWEING COULD BE MADE. Several hours after dropping off my keys I received an email from Hertz for the WHOLE rental amount and NO adjustment made. I called 3 times while waiting in the airport and explained the situation to a Hertz representative and he offered me a ***** credit for my inconvenience. **** ** ************ ************ *** *** ********** ******* ********* 

  Business response

  20/08/2024

  Hello,

  I reached out to the customer.

  Thanks

  Harpreet *****

  Assistant General Manager

  ******** * ** ************  *  ** ************ ************************

  Customer response

  21/08/2024

   
  Complaint: ********
  
  I am rejecting this response because nothing has been resolved.  The message simply says that the company reached out.  Reaching out does not resolve anything. 

  The company offered me a ****** credit voucher, which is a poor settlement for the exceptionally unsatisfactory service.  We have been negotiating the 6 month window of time for the credit voucher and I indicated they should just send it now as opposed to waiting until December as I do not feel this company is trustworthy. The company has not responded, and this is the usual reaction - they seldom respond to inquiries or complaints. Their word does not mean anything.  

  
  Sincerely,
  
  Rosemary ****

   

  September 18, 2024: Matter has been resolved Rosemary ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩