The car rental company initially apologized for its error, but has always sent a woman an invoice of $ 707 for a late return
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- An Hertz clientele claims that she was charged for a late return, despite the return of the car in time.
- After admitting his error, the rental giant has always sent it to collections for more than $ 700 in costs.
- It was only when a local media in Arizona intervened that the problem was finally resolved.
Automobile rental companies have long been the subject of customer complaints, but the recent experience of Vonecia Sullivan-Hill highlights a persistent problem in Hertz. What should have been a simple drop transformed into a frustrating and Kafkaesque test, Hertz accusing her of keeping a car that she did not, despite all the evidence.
A cycle of errors, apology and debt collections
Hertz uses a range of strategies, with various degrees of success. In the case of Sullivan-Hill, the company managed to accuse him of keeping a car which was deposited in time, to apologize to this same customer, then to send the supposed debt to a recovery agency. It was only when a local newspaper contacted comments that the situation was finally resolved.
Vonecia Sullivan-Hill says she praised a car in Atlanta and that everything seemed good until two days after her return. “We returned it a Monday morning, like 4 am, we had a flight at 5:30 am back in Phoenix,” she said.
Read: Hertz employees abandon the post, so that customers, including the mayor of Denver, are at all that is with keys
“Wednesday, two days later, I receive a call from Hertz by saying:” You still have our car. We are still billing money. I say to myself: ‘I am in Phoenix. I don’t have your car. I left your car in the garage where I am supposed to return cars, ”she says Azfamily. Initially, the company would have told her not to worry and that she would repair her error.
But the saga did not end there. Instead, Sullivan-Hill received a call the next day wondering the location of the car. Then, two days later, an e-mail appeared by agreeing that she returned the car but still with an invoice for $ 707 in costs for her late return. Frustrated, she filed a case with her credit card company, which was stored with her and credited her account.
Despite all that, Hertz would have sent his invoice to collections for the $ 707 he said she had to. Sullivan-Hill did not discover that two weeks ago, and of course, she was furious. “I say to myself: ‘you have to joke about me!” I don’t owe you any money. For five days, I don’t know where this car was. I was in Arizona, ”she said. “I thought it was done. I want it to be finished. I need greater help. Obviously, they will not disappear. »»
A happy ending, but not without fighting
At this stage, Azfamily intervened to contact Hertz and suddenly, the ball was moving. The rental agency has suffered the debt, credited Sullivan-Hill of an additional $ 100 to use on future rentals and offered official apology. In a press release, a hertz spokesperson said: “In Hertz, customer satisfaction is our top priority. We regret that we were unable to solve this problem earlier with our customer and that we provided a full refund. »»
Plus: Hertz returns to the manager who charged $ 10,000 on the customer for 25,000 miles on the “unlimited mileage” contract
Although the story of Sullivan-Hill has had a happy ending, it is always an edifying story on the successful nature of customer service in car rental companies. At best, it often looks like a reflection afterwards; At worst, it is a preventable headache.
