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| - TL;DR - Rent a car here (or Hertz in general) at your own risk. Here's my story:
Mid-November 2016 a local dealership rented me a car to drive while my car was being repaired from the Camelback store. We thought the car would be rented for 2 days, but unfortunately the dealership did not get my car fixed for about 8 days. The dealership was supposed to pick up all charges for the vehicle, because they erroneously scheduled my repair when they did not have the tools available to make the repair. When the car was rented, I was told by the Hertz representative I could return it directly to the dealership.
During this time, many days of rental were billed to my card when they shouldn't have been and I was hounded on a daily basis by a robocaller at the Hertz corporate office to return the car. It took many hours of phone calls to get the fees reversed and the robocaller to stop hounding me.
I returned the car to the dealership as I was told, but for over a week it was not picked up. Note that I returned the car to the dealership with the keys just as I was told I could, as it was moved after I returned it--I've done everything asked of me correctly. At some point the keys became lost--it is unknown to me (or anyone, really) whether the keys were picked up by the Hertz representatives and then lost, or if they were lost at the dealership.
For weeks, there were many hours of back-and-forth conversation between myself, the representatives at the Camelback Hertz store and the dealership about how the car would get back to Hertz on Camelback. At this point, it is mid-December 2016 and there are still intermittent charges showing up on my card, since the car has still not been picked up from the dealership.
The dealership finally arranged an in-person meeting with the Hertz regional manager. This is the week before Christmas, and at this point this debacle has been going on for a month. I was not privy to this meeting but was told by the dealership that the issue has been resolved and I would not be billed for any keys, etc.
Sidebar: You can probably sense that I have more trust in the dealership than Hertz at this moment--that is because the dealership actually TRIED to get this issue resolved, whereas Hertz didn't really seem to do anything to try to resolve the issue except threaten me with more charges (and continue to charge my card).
Fast-forward 2.5 months to February 8th, 2017 and a random charge for $250 appears on my credit card from the Hertz Corporation. I call the Camelback Hertz store and no one knows why, I call a number they give me and manage to figure out that I've been charged a key recut charge--the one I was specifically told would NOT be charged to me.
I work with Camelback Hertz for weeks to try to resolve the issue. I manage to find one representative that seems to have at least a modicum of commitment to resolving this issue for me, but unfortunately he is given little information or tools to be able to guide me through the process to refund the transaction. After 3-4 weeks I am told the refund is approved but apparently it was to be sent as a check, however the charge is still on my card and I want it to be refunded (not take more time to get a check)--I don't understand why that is so hard to do? The Camelback Hertz representative continues to try to figure out when this refund will come through to no avail.
Almost FIVE months after I rented this car and dozens of phone calls (and lost time) later--I finally lose my cool and request a higher manager's contact information. At this point I've called them twice and emailed once and have received no response.
The quantity of time I've had to invest in this problem (that should have never happened) has been absolutely absurd. It doesn't seem like anyone at Hertz really even cares if the situation is resolved--the "solution" seems to be to bill me for another charge. Even when they wanted to help, the associates at the store have been given almost zero ability to fix or even monitor the resolution of this situation. I've been checking on the situation almost daily. The quantity of phone calls I've had to make has easily exceeded 50, many of which were put on hold for so long the system hung up on me or resulted in unreturned message. And the biggest issue of all--there is still a $250 charge from February 8 on my credit card! Hopefully the manager will eventually return my call and this can be resolved.
My take-aways from this experience:
1. If the dealership agrees to rent you a car, force them to provide billing information--don't provide your credit card information as it could be abused by the rental car facility.
2. Take the extra time to just return the rental car directly. That alone will ensure you avoid at least half my hassle.
3. Rent from anyone other than Hertz. I've seen first-hand that the right hand has no idea what the left hand is doing, and they don't seem to care about resolving issues for their customers.
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