Pallavi S.

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1 Review by Pallavi


I usually don't do this, but I think people really need to hear about our experience with Hertz. I understand that businesses & corporations need to care about their bottom line but the way Hertz treated us goes beyond anything I ever experienced.

We (4 women) rented a car from Hertz JFK to go to a friend's wedding in Ithaca. 2hrs into the drive we heard a loud bang and the car started smoking. We pulled over quickly and noticed the car was leaking oil. We were on a small interstate freeway with no room on the shoulder on a 90 degree day.

The first 1.5 hours: We called Hertz roadside assistance number immediately. We were on hold for 1hr 20min before speaking to a human.

Hour 1.5-3: It became apparent that the customer service representative only cared about getting the
car back - our plans, itinerary and more importantly safety was not a priority.

3-5 hours: A tow truck arrived. Hertz still didn't send a car from a neighboring location or town to come get us. We had to get into the broken car on the flat bed of the tow truck with no AC & be hauled to the nearest hotel in the hopes of finally being able to get water and use the bathroom. When we got to the hotel it was closed.

Hertz made sure their car was towed to a location of their choice & left us there.
They demanded we pick up a car from Albany (opposite direction of our destination and over 100 mi away from us) and only provided us with a taxi cab company number, which told us they had no cabs available until 11pm. Hertz told us we could get to Albany and they'd cover cab costs, since they left us stranded. Albany Hertz was meant to call us - of course this didn't happen. We called and left voicemails, still nothing.

Hour 5+: By that point, we were thirsty, needed a restroom and were emotionally exhausted and it was starting to get dark. Not to mention that we missed our friend's wedding event.

We attempt to order multiple Ubers and Lyfts with no luck. Finally a Lyft came after 5 hrs from when the car first broke down. The driver refused to go to Albany after pleading with him he agreed to take us to Ithaca - our original destination.

Day 2 - 7: We spent the next 5 days trying to get a hold of Hertz to get reimbursed & have our reservation refunded. No answer & continued failed promises to call us back. We have still not heard back from Hertz. No call from customer support, no reimbursement for the ride, and the additional rental to replace the original one & all of the lost time on vacation.

It is extremely disappointing that a company like Hertz having recently exited bankruptcy & planning on re-IPOing still does not seem to care about its customers at ALL.


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