Location does not answer phone

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Old Sep 10, 12, 3:21 pm
  #1  
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Location does not answer phone

I had a reservation which included a pick-up at Inverness Rail Station in Scotland, and called a day ahead to confirm. The employee said to call half an hour prior to arrival, and they'd send someone to get me. The next day, I called, and no answer. I continued calling every few minutes for half an hour. Once I arrived at the station, I called the Reservations number. The res agent was not able to get ahold of the local office, so she told me to take a taxi to the rental office, and have them reimburse me. I called twice more in a period of ten minutes, with still no answer.

I finally grabbed a taxi. Upon arrival I told them about the situation and was told that they'd refund the taxi fare to my credit card (as I had prepaid for the rental). It's only been a few days, so the refund hasn't posted yet.

Also, they didn't have a compact car (which I had reserved), so they offered to put me in a 7 passenger people carrier--not good for narrow Scottish roads! I refused, and they ended up giving me a Nissan Qashqai SUV.

I've sent an email to Hertz regarding the situation, since I find it very unprofessional for them to not answer the phone.

Has anyone had a similar experience? What kind of recourse should I expect?
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Old Sep 11, 12, 5:56 am
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Maybe it's a Scottish thing, I can never get an answer at the EDI office! Can be very frustrating
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Old Sep 11, 12, 6:07 am
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Originally Posted by ninjalad View Post
Maybe it's a Scottish thing, I can never get an answer at the EDI office! Can be very frustrating
Thanks! Good to know I'm not the only one. What was most frustrating is that when I called the previous day to confirm, they TOLD me to call the next day.

On another note, I sent an email on the 2nd of this month, regarding another issue at the same location. The auto-response said they'd get back to me within ten business days; how often do they meet this deadline?
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Old Sep 13, 12, 12:32 pm
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Does anyone know how quickly I should hear back from Hertz?
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Old Sep 25, 12, 7:54 am
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It's been 12 business days since my letter, and 17 business days since I submitted a different complaint letter, and haven't heard back. If they won't respond within a reasonable amount of time, why does Hertz's auto-reply state they'll respond within 10 business days?
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Old Sep 25, 12, 11:56 pm
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Similarly poor service in Birmingham: http://www.flyertalk.com/forum/hertz...downgrade.html

At least you got an upgrade!

And you'll read that bad service is not limited to the UK.
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Old Sep 26, 12, 12:01 am
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And don't hold your breath for email responses:

http://www.flyertalk.com/forum/hertz...surcharge.html

http://www.flyertalk.com/forum/hertz...arge-fool.html

Usually I recommend calling the local manager, which would be cruelly ironic in your case. But in the US at least, HLEs are supervised by a district manager at the airport. So you might get some relief calling the airport and speaking with a manager there.
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Old Sep 26, 12, 1:38 pm
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Today I posted on the Hertz UK Facebook page, and the Facebook liaison asked me to forward her my details. I'm not holding my breath.

Also, I got a response today from my first email (18 WORKING days after I sent it), but had trouble understanding it, as the person writing obviously had a poor grasp of the English language.

"When you make a reservation online at the office Inverness, the system shown the screen that you can see below with the information necessary for the vehicle to be delivered at the office of the train station."
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Old Oct 2, 12, 2:39 pm
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Still waiting to hear back. The Facebook liaison has been very quiet as well.
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Old Oct 2, 12, 4:17 pm
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Originally Posted by PDXNRTLHR View Post
Still waiting to hear back. The Facebook liaison has been very quiet as well.
With respect, aren't you making a bit of a meal out of this by posting every couple of days?
I understand your frustration. But time to let go and move on.
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Old Oct 2, 12, 4:24 pm
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Originally Posted by UAPremExecflyer View Post
With respect, aren't you making a bit of a meal out of this by posting every couple of days?
I understand your frustration. But time to let go and move on.
Maybe their social media team tunes into FT and after this embarrassing exposure of their continued and indeed continuous lack of service will leap into action to fix the situation. Maybe.
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Old Oct 3, 12, 6:17 am
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Originally Posted by EsherFlyer View Post
Maybe their social media team tunes into FT and after this embarrassing exposure of their continued and indeed continuous lack of service will leap into action to fix the situation. Maybe.
This is what I'm hoping.
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