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| - It was the worst experience, I have ever had!!! The experience was horrible from start to finish. I reserved my vehicle online and specifically indicated that I needed pick up service. I called the location and was placed on hold for over 45 minutes. I finally drove myself there because it was getting close to the location closing. Here I am thinking that they must be really busy because they couldn't even come to the line to let me know they hadn't forgotten I was on hold. When I got there no one was there, the lobby was empty. I had to wait 5 minutes for the representative to come out. I was still on hold by the way, I advised him that I needed to pick up the rental I reserved. The representative asked while checking out if I could help him out with his sales by opting in to the gas option. Really, I needed to be picked up and brought to the location to complete my rental process and you need help with your sales!?! Clearly because the customer service is so poor. Once completed with the checkout, I asked the gentleman if I could leave the rental there, as now I had 2 vehicles and clearly couldn't drive them both. His response was, yes of course you can leave it here for as long as you need to, you already completed the paperwork. No sorry, we see that you requested a pickup because clearly you can't drive 2 cars at once. I had to pickup my children from daycare then drop them off at home. And walk back to the rental car place to pick up the vehicle!!! Yes, already not impressed by the service I received. As soon as I hit the highway I immediately realized that there was an issue with the tires. Clearly they weren't going to last long. I called Hertz roadside assistance on Saturday several times to get the issue resolved. The first person I spoke to said that they couldn't help because the tire hadn't blown yet!! Really, so lets wait for it to completely give out right???!!!! Umm no!! The second time I called they wanted me to drive another 60 miles to the airport to trade out the vehicle!!! Really, lets just do our best to blow the tire. Right??? With 5 children in it ranging from 7 months to 10 years old. Then I am advised that I can take the vehicle to any tire shop and have the tires replaced. Then I may possibly be reimbursed!!! Really, yes this truly is a nightmare! Finally after speaking to 4 different representatives someone finally decides to send me to a tire shop that Hertz is contracted with to have the tire replaced. So I get there and now have to wait with my 5 children to have the tires repaired. The salesman showed me the tires, the 2 rear tires were buckled, bald and showing steel threads!!! Really, Hertz?? You place a family in a vehicle that shouldn't have been on the road!!! John at America's Tires couldn't believe that they even rented the vehicle out to anyone!!! Yes, I have pictures!! I was in complete shock. So instead of spending my Saturday at Legoland with the prepurchased tickets we had, I got to spend it at America's Tires with John getting the rental vehicle repaired. So $280 was wasted on tickets that we couldn't use, then we get to the hotel that we reserved and because we were late checking in we lost the room!!! So yes, myself and 5 small children got to spend the night in the rental car from hell!!!! Finally get home to drop off the vehicle and yes the horror continues. I call to see if anyone is available to take me back home and Mr. Wonderful offers, offering to place me on hold and yes again an extended hold. Called corporate customer service while on hold to complain about the whole experience and was advised I would get a call back in 24 hours!! Well guess what its been 48 and still no call. The representative at least called the location and was able to verify that I could get a ride back. I guess that at that location (Rancho HLE) they only speak to Hertz representatives. Drive there and as expected no one was in the lobby. Spoke to Mr. Wonderful and Akita. Akita had the gas charges credited back for my troubles. And promised I would receive a call from the regional manager. So here I am waiting for a call back now from corporate and the regional manager. 48 hours later, still no call. Can we say I am surprised??? Hell no!! Customer Service is not something Hertz gives!!! They only provide you with headaches and a loss on your vacation!! I will never rent from Hertz again!!! Don't rent from Hertz, it HURTS!!!
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