I cannot convey my disappointment strongly enough. I am both astounded and infuriated by the “service” I received this past week from Hertz, a company that once stood for reliability and exceptional customer service. After booking a car half a month in advance at a Memphis, TN location, I was blindsided just 30 minutes before pickup with the news that there were no cars available. What transpired next was a catastrophic circus of confusion and disappointment. The customer service line first asserted there were "no cars available,” but then proceeded to offer me a mid-sized sedan at my original location, which doesn’t fit with the “no cars available” narrative. However, upon arrival at the pick-up location, the local staff informed me that there were, in fact, no cars at all. The ones I saw ‘available’ online were rented out for insurance claims. I suggested a call to the airport location for their availability, but local staff met that with a cynical, "Oh, the airport won't answer their phone, good luck there." When I attempted the customer service line, they dangled the promise of an available car at the airport, only to snatch it away upon discovering my one-way drop-off requirement (which was clearly outlined in my reservation and booking that Hertz reneged on same-day). Driven to desperation, my search extended to Nashville, a full three hours away from my original Memphis pick-up location. After a tedious call to establish the availability of a truck for one-way, single-day trip, the customer service agent asked if I could be put on hold and severed the call. These are not mere inconveniences but substantial disruptions. Hertz's right hand doesn't have a clue what the left hand is doing. This experience left me questioning the integrity of Hertz, their business ethics, and their commitment to customer satisfaction. If I had not had a support system to fall back on (aka my 71-year-old father-in-law driving 6 hours in a single day to fetch me), I wouldn’t have been able to attend a family wedding—and most folks wouldn’t have that back-up option. How is this ok? Hertz provided zero help in mitigating their failed service, and openly laughed at my attempts to solve it myself. The Better Business Bureau needs to investigate Hertz ASAP.
