The car was great...modern with sat nav and clean inside and out. The pick up process was DISGRACEFUL. We arrived at the desk at 9.45am to utter chaos and crowds of people queueing. By their own admission they had to turn around 300 cars that morning with only 6 staff on the desks. It took a full hour before our turn (the lady was lovely) and then another 45mins to wait upstairs while the car was being washed despite being told it would just be 5 mins. We had booked our collection for 10am so I asked why the car wasn't ready when it was 11.45am. The guy said it was our fault for not being there at 10am so they had given our car to someone else. Well excuse me but the reason we weren't there was the queue downstairs!!! When I asked him about compensation for the long wait he was rude and aggressive saying he had no authority(despite being in charge) to authorise anything and I should go back downstairs to speak to the manager. Back down to that chaos-I think not as he was surrounded by other angry customers the last time I saw him. It really ruined the start of our holiday. After a long flight and early start, waiting for nearly 2 hours is a disgrace. The return process was easy and took just over 10 mins. Suely if the company know they have a huge turnover then it is not rocket science to plan more staff!! So many angry customers...im surprised anyone uses them....I certainly wont again.
Nous n'avions pas remarqué que la réservation était prévue pour 12h et notre vol nous a fait arriver tôt le matin. La voiture pas prête et bien sûr pas d'autre voiture de disponible.
Le vendeur nous a proposé une gamme au dessus entre 150-250€ (la blaque !).
J'ai dû faire appel au responsable pour lui expliquer la situation : nous devions absolument être en fin de matinée à l'hôpital car maman ayant eu un AVC les visites n'ont lieu que l'après-midi. Si nous devions attendre jusqu'à 12h pour avoir la voiture, nous ne serions jamais arrivé à l'heure pour les visites. Bref, heureusement que le responsable était là car le vendeur au guichet n'a pas eu du coeur, rien, neutre et il nous a même dit "ce n'est pas une raison valable"... Ah bon et c'est quoi d'autre de raison valable alors si ce n'est l'urgence d'aller voir sa mère à l'hôpital ? Bref, service pitoyable. Plus jamais Hertz à Porto en tous cas !
Hertz charged me 289 euros for a small dent on the windshield, probably caused by a tiny little piece of rock on the highway, arguing that the whole glass would have to be replace. It’s common knowledge that small (less than half an inch) dents like this can be fixed at many different places (Carglass, Glassdrive, ExpressGlass, for example) for as little as 70 euros. It looks like Hertz took advantage of the situation since it’s clear an incident over which I had no way of avoiding it. Will not make business with them again.
About QEEQ:8.0/10
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