Terrible Service - Merida Mexico
Hello, whom should I complain to about the Merida affiliate of Hertz? They are such crooks I want to go all the way up to the CEO. After coming to their office with a confirmed reservation from the US Gold call center, they told us they had no car, and to come back five hours later. Five hours later they had a car but five categories above and they wanted to charge an additional $1,000. There was no way I could get them to a decent offer and I am now on a bus. It is so dishonest and so much of my vacation time has been wasted, I am angry at Hertz for doing that to us. They should just have told us that they had no car.
If anyone has the CEO's e-mail address, I will not waste time with a useless customer service barrage. |
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It is still the Hertz brand and I was careful to book with Hertz's people in the USA. How they operate locally should not be my problem.
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Originally Posted by af fp
(Post 25934670)
....How they operate locally should not be my problem.
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Originally Posted by TerryK
(Post 25934740)
It is not operated by Hertz. Hertz has nothing to do with AVASA other than allowing them to use Hertz name in Mexico and take reservations. IOW, Hertz has no control over AVASA. BTW, Hertz USA can be out of vehicles during peak season as well. Car rental reservations are not guaranteed.
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Originally Posted by aCavalierInCoach
(Post 25936971)
:rolleyes: great I suppose we should take the same attitude with express carriers for airlines. I do hope you are not responsible for any consumer brands I might be invested in, because this attitude destroys brand equity in the long-term.
I do agree that Hertz should have better disclosure for licensee locations as well as its limitations. OTOH, as I mentioned, OP's issue is not restricted to licensee locations. There are several threads about similar issues. For example: http://www.flyertalk.com/forum/hertz...-remedies.html http://www.flyertalk.com/forum/hertz...alling-me.html http://www.flyertalk.com/forum/hertz...ilability.html I personally once waited for more than one hour at JFK, a Hertz Corporate location, as they had no car available.:mad: Does licensing destroy brand value? :confused: That's up for debate.;) |
Given the story I started this thread with, it clearly destroyed the brand's value for me. And they better have a plan to solve this. Noone has the e-mail address of a higher-up?
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Originally Posted by af fp
(Post 25937060)
Given the story I started this thread with, it clearly destroyed the brand's value for me. And they better have a plan to solve this. ....
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Originally Posted by af fp
(Post 25937060)
And they better have a plan to solve this. Noone has the e-mail address of a higher-up?
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Originally Posted by af fp
(Post 25937060)
Given the story I started this thread with, it clearly destroyed the brand's value for me. And they better have a plan to solve this. Noone has the e-mail address of a higher-up?
Originally Posted by lougord99
(Post 25939663)
Be careful what you wish for. The plan to solve this is to require a credit card with every reservation and charge you if you fail to cancel at least 24 hours in advance.
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Originally Posted by Dave Noble
(Post 25939829)
I do not know what you expect Hertz US to solve in regards to a licensee location in Mexico
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Originally Posted by Dave Noble
(Post 25939829)
I do not know what you expect Hertz US to solve in regards to a licensee location in Mexico
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As an FYI, I did raise the issue high up, in detail, and the matter is being taken care of. Will that change the attitude of the licensee? I am not sure but the pain I had to deal with justified more than filling up a customer service form, which I would have done had the matter been less significant (e.g. inaccurate billing or minor car malfunction).
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Same issue just happened at SFO, a Hertz corporate location.
http://www.flyertalk.com/forum/hertz...-feb-13th.html |
Hertz customer service?
Originally Posted by TerryK
(Post 25931997)
I too had problems this week at Hertz in Cozumel. It was not a shortage of cars, but the failure to honour the rental rate and the pick up arrangements i.e. I arranged for a pick-up at the cruise port, and the Hertz rep was a no show. So I took a taxi to the airport. Also, the car was old and damaged. As per af fp, I will raise this with Hertz customer service. I will be very surprised if they don't resolve it to my satisfaction. |
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