Hertz - Bad Experience In Uk (long Rant)

I travel in the UK six or seven trips a year, usually hiring a car at Newcastle Airport. In April, I had a booking for a car, picking up at NCL.
As a Hertz Five Star, it is nice to get upgraded, but it has *NEVER* happened to me in the UK, despite showing my card at the counter and observing the rental lot full of other cars. The counter reps at NCl are usually surly or can't be bothered, often telling me that the other cars on the lot are "taken."
This time around, not only did I not get upgraded, as typical, but I also received a dirty car. This is also not unusual for this location. When I complained, the reps were particularly snide, there was no other car for me, so I had to wait twenty minutes for an employee to disappear with the car and then return after cleaning it. After asking to speak to the duty manager, he grudgingly offered a 25 GBP off the rental price.
Upon returning the car, a different rep was at the return counter, I asked for an invoice, got the typical response, "Oh, the computers are down, can't print you one, will mail it." I refused to accept this and asked for her to handwrite the details and sign it. At this point, the printer, by divine miracle, was now "working" again. She then says, "Oh, you're the one who complained about a dirty car on pickup."
I got the invoice, after arguing with her that the 25 GBP needed to be taken off.
Lo and behold, my credit card was billed a second time, over two weeks after the first charge came through (as per invoice amount).
The second charge is another 35 GBP!! No explanation, no letter from Hertz, but I can speculate this is NCL location "getting even."

Who should I contact at Hertz, as I am disputing the charge with my credit card company???

https://www.hertz.com/rentacar/customersupport/index.jsp?targetPage=contactUsView.jsp

try this

newcastleairport@hertz.com

I am Presidents circle and have always found that Newcastle Airport has the worst team in the whole UK. They are always miserable, grumpy and very unhelpfull.

I can remember collecting a car some time ago (I booked a D and I was driving back to London via Leeds, Derby and Birmingham with a colleague). They told me that they were really short on cars and the only one they had was a Nissan Micra, I kid you not! After a lot of arguing I had to accept the car but when I got out to the car park there were at least 5 cars that were above D!

Anyway, when I went back to the office they told me that one was pre-booked for someone else and they were waiting for a transporter to take the others away. Needless to say, there was one less for the transporter.

On leaving the office I was told, in no uncertain terms "We will remember you for next time, don't you worry"!

Phill

I had been getting lousy experiences here in the UK as well...being downgraded and being charged for the original rental, etc...

The last two times into Gatwick have had upgrades, though, so maybe they are turning things around.

Steve

I don't rate the UK very highly either. Service is offhand (most rentals have been at LHR), with check-in staff often distracted and even arguing with each other while I'm waiting for them to OK the car. They're picky as hell about every mark when returning, but never seem to notice half of the marks when I pick the car up, so I ALWAYS go back into the office and get them to sign for all the additional stuff I've noted on the condition sheet. By contrast, Australia and NZ are totally laid back about damage in my experience and USA staff are much more helpful (plus I've had more upgrades in the US than anywhere else). Of course, mainland Europe is another story and requires a thread all to itself, and as for Crete....... :D

I appreciate the feedback from others in this forum.
Here is an update, as the saga continues.
I wrote a letter to Hertz administrative offices in the USA, I think N.J.
After a long wait, I received a snippy response from a Hertz attorney, stating that "here is a copy of rental agreement terms", basically no helpful information and certainly no apologies.

Hertz vindictiveness part two: :td:
I receive a letter from Hertz in Dallas, TX today (FOUR MONTHS AFTER MY RENTAL AT NEWCASTLE UK HERTZ!).
The "claims investigator" from Hertz states that damage was allegedly found on the rear bumper of the car rented in April in NCL. No specific details about this "damage" to the "rear bumper", but suddenly four months later, Hertz has decided that I had damaged the rental car, and wants more information from me. (for instance, do I recall any accident? :rolleyes: ) :rolleyes:

IMO, this sounds like NCL Hertz employees (chavs) "getting even" for my comments about their horrible service. Imagine, discovering supposed damage four months later . . . and I know my rental was returned in the same condition as when I rented it!
Any suggestions? Similar experiences?

Do you rent from Hertz (or any other rental agency) regularly?

My usual policy when delaing with problems like this is to call the CEO of the company directly and explain the problem. (If you have trouble getting past the receptionist tell them it is a personal matter) Generally board level employees are far more 'idealistic' about customer service not to mention that it really isn't cost effective for them to argue with you at that level.