Samuel arrived on time, but the Manager (Tendai) said that there was a vehicle shortage in Houston due to the storm and that although we had a reservation, service was not guaranteed with a reservation (thus defeating the purpose of a reservation). They did in fact have cars, just not the one that was promised, and the only way for our staff member to get a vehicle was to pay for an upgrade. The Manager claimed he was “helping us out” by charging us for the readily available vehicle. I feel that this is a horrible business practice and is not our fault that they did not have the car that we reserved, and there should not have been a cost to upgrade due to their issue. Additionally, we had declined all coverage for the vehicle in advance when booking the reservation, but instead of telling our staff member that, they talked him into paying for the Loss Damage Waiver. All in all, these increases were over $200 the original booking. From a customer service perspective, this was handled all wrong, and I cannot get through to anyone at the Hertz Corporate Office to share this experience. The Manager at the Hertz pickup location was combative and refuses to make this right. If you could please pass along our feedback and have someone reach out through your contacts, that would be appreciated.
