Rental Record ID# 927334100
I rented a car from downtown Halifax NS Hertz location @ Halifax Marriott Hotel over the weekend July 13th, 14th and the15th, the staff members advised me to drop-off the keys when I return the car in the Hertz drop-off box and leave the car for them in Marriott Hotel parking lot. I thought their system is reliable as they have stated and they will check the drop off box on time or at least regularly.
I returned the car July 16th Monday around 7:10am before they opened and dropped the keys in the box as instructed.
I checked my bank July 19th and found that Hertz have charged me for an additional $92.23 for another day rent, while the car was in their parking lot, apparently Halifax Hertz staff did not check the drop off box as they supposed to on Monday. I called them in and spoke with a staff member to dispute the charges, she stated "oh I cannot help you, I will let my manager know," the manager called me later on and tried to put the blame on me, stating that they have checked in the car Tuesday at 6:30pm in their system, and refused to help me or even ask his staff, if indeed they have checked the drop off box on Monday or Tuesday morning, the manager assumed that his staff didn't make any mistake and I am the customer is the one to blame, he made me feel that I am lying and not telling the truth.
I have reminded him multiple times during the discussion stating" I am the customer and I wouldn't call you if the charges are correct and I do not have a reason to lie" I found indeed that this manager does not know what "a Customer" means, and the customer might be right and there might be a mistake on their part.
What I have found from dealing with this manager; Indeed Hertz Halifax customer service is absolutely terrible, the staff their do not use any words like "thank you" or "sorry" I am sure they need lots of training on how to deal with customers, they did not even say "thank you for your business" when I picked up the car.
I called Hertz Customer Relations 1-888-777-6095 line, the person answered the phone after waiting for over 30 minutes stated "Sorry I cannot help you" at least she said sorry, showing that she had received some training but the fact she said " I cannot help you" WOW what an experience with Hertz. I asked her how can I reach your head office, she stated you can do that online. I asked "is there any manger I can talk to, and let them know I was overcharged", she provided me with Halifax area manager her name was Sherry and her phone number 902-830-7824.
I called Sherry Thursday the 19th and advised her what had happen and advised her that I was overcharged on my credit card, she stated I will call Halifax Hertz location manager and get back to you tomorrow.
I did not get a callback or follow up for three days. I called her number again on Monday July 23rd, she did not answer the phone. I left a message stating that I am waiting for her reply and asking what she had done with my dispute, she never called back.
I called Hertz Halifax location again to give them the last chance to fix their mistake before calling the police to report fraud charges on my credit card a reaching out to the media, no one answered the phone. I left a message asking for callback, explaining that I am still waiting for the charges to be reversed back.
Finally a nice staff member called me back, his name was Larry, he talks nice and he knows how to talk to a customer at least, he stated that he will take ownership of the issue and get back to me as soon as possible.
Later on; I got a call from the same manager who doesn't know how to talk to a customer, he stated that they have watched the recording from the parking lot cameras; it did in fact showing that I have returned the car on time and he stated that his staff checked the box on time Monday. I asked so how you didn't find the keys I dropped on Monday and how come they appeared to you Tuesday at 6:30pm; his explanation was "it slipped under the crack' witch I think he was trying to say "Slipped through the cracks" he never said "sorry" or apologized for his mistake and assuming the customer is lying, he said that he will refund the additional charges $92.23 back and send a gift card for $50. I advised him "you can keep your gift card I do not need it. I just want back what you have overcharged me.
What I have learned from Hertz Halifax manager, he went on the assumption that his customer is lying and he needed to watch the cameras video to make sure his customer was right. The manager doesn't know how to say "sorry" for his customer, in fact he talks to his customer as if he is the VP for Hertz and customers for him is nothing and why should he care.
Well thank you Hertz I know where to take my business from now on and I hope that this letter will ring a bell for someone to check your Halifax location and how their manager treats customers. read more