Kirsty (aphrael) wrote in bad_service,

Hertz 24/7

I am absolutely furious with Hertz right now.

A month ago, I signed up for Hertz 24/7, where they mail you a key fob and then you can rent and return cars outside of their normal business hours. On their website, in multiple places, it says you will receive the key fob in 3 business days. When I did not, I called their customer service line and was told no, it's actually 7 business days. That irritated me, but I let it slide.

I rented a car for the first time from them on Saturday, 13th July. There was no fuel card in the vehicle, like there was supposed to be, but I knew from reading the website beforehand that if that happened, you could pay for the fuel yourself and get reimbursed. So, I did that. When I got home that same day, I emailed the fuel receipt to the email address listed on their website, noting that it said I would receive a refund in 48 hours. Well, it's been 5 days now, and I have not received any refund, or any contact. I double check the FAQs on the website - yep, 48 hours.

I call their customer care number, and proceed to speak to the most patronising, infuriating woman ever. She explains to me, like I am a child, that it takes 7-10 business days to process a fuel refund request. She did not care in the slightest when I told her that it says 48 hours on their website. She tells me these things take time, acting like I am crazy for expecting it to happen in such a short period of time. She tells me to use the link on their website to complain about it, and directs me there. On that page is the same number I just called, I say, can I not get you to file the complaint? She says she will, in a tone that implies she definitely will not. I ask to speak to a supervisor, and she informs me that there aren't any available, and she will request one to call me back within 3-5 business days. I'm sorry, what? At that point, it's possible I strayed slightly into customers_suck territory. I said I was extremely unimpressed with the way they conduct their business, and all the incorrect information they supply on their website, and I was seriously considering not using them again. She laughed. Yes, she laughed. And at that point, I hung up.

I can't find any other number to call about this except the one I already called. I would love to speak to someone higher up, but apparently that takes a ridiculously long time (and I highly doubt they would call back, anyway). Does anyone know how I can find a complaints number where someone will take me seriously?

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