From the begging of the rental, it was a disaster. Two hours into the trip the AC went out in he car. I called their support number only to be made to wait 2 hours so they could send a guy without tools to put his hand infront of the vent and confirm that the AC did not work. Then to be told they dis not have another car to give me. When I finally arrived at Guayaquil (where they had another car for me 240 miles away) the people at the counter had left more than 10 minutes early and forced me to lose an extra day. But the best part was the way Ivan Quillupangi (fleet manager), tried blaming me for scratches on a car that were marked on the paperwork pre-rental and for three tire blow outs due to low air pressure (that was also marked on the paperwork). Not only that but questioning why I changed out the tires intead of calling, even after I advised that the tires blew in an area with no reception at 11:00pm on the side of a mountain. I liked the way that when I told them the brakes in the car were pulsating the response from them was that it was impossible because they had just changed them; however, they left the old brake rotors that were warped and caused the pulsating and lack of stopping power. I liked that once I got back to their Guayaquil office and showed them all this they said that although they can see what I am telling them, the guy on the phone 250 miles away that can't see says different that the proof of pictures, paperwork and items present. When I claimed the scratches were on the paperwork, they said that it was a "misprint" when I showed them the warpage on he brake rotors they pretended not to understand telling me the brakes had been changed. when speak My if the tires they said well you could have hit something and when I asked them to show me what exactly makes them say that or to show me on the tire or rim any impact point, they simply shrugged and said that that is what the guy from Quito (who'd never seen me or the car) said. Last but not least they expected me to provide good customer service by taking the car to and from the airport for inspections. Lastly when I got to the airport they did not have a comparable vehicle for me (7 passenger SUV) and merely had a compact, and expected me to provide a new deposit (after having given $2,400.00 on the current car). In short I was left at the airport stranded without a car. To add insult to injury Hertz ecuador has nothing to do with Hertz US. In all Inlost 4 days out of my trip dealing with their problems and spent an additional 3 days without a car, was forced to buy flights from Guayaquil to Quito and cancel parts of my trip.
From the begging of the rental, it was a disaster. Two hours into the trip the AC went out in he car. I called their support number only to be made to wait 2 hours so they could send a guy without tools to put his hand infront of the vent and confirm that the AC did not work. Then to be told they dis not have another car to give me. When I finally arrived at Guayaquil (where they had another car for me 240 miles away) the people at the counter had left more than 10 minutes early and forced me to lose an extra day. But the best part was the way Ivan Quillupangi (fleet manager), tried blaming me for scratches on a car that were marked on the paperwork pre-rental and for three tire blow outs due to low air pressure (that was also marked on the paperwork). Not only that but questioning why I changed out the tires intead of calling, even after I advised that the tires blew in an area with no reception at 11:00pm on the side of a mountain. I liked the way that when I told them the brakes in the car were pulsating the response from them was that it was impossible because they had just changed them; however, they left the old brake rotors that were warped and caused the pulsating and lack of stopping power. I liked that once I got back to their Guayaquil office and showed them all this they said that although they can see what I am telling them, the guy on the phone 250 miles away that can't see says different that the proof of pictures, paperwork and items present. When I claimed the scratches were on the paperwork, they said that it was a "misprint" when I showed them the warpage on he brake rotors they pretended not to understand telling me the brakes had been changed. when speak My if the tires they said well you could have hit something and when I asked them to show me what exactly makes them say that or to show me on the tire or rim any impact point, they simply shrugged and said that that is what the guy from Quito (who'd never seen me or the car) said. Last but not least they expected me to provide good customer service by taking the car to and from the airport for inspections. Lastly when I got to the airport they did not have a comparable vehicle for me (7 passenger SUV) and merely had a compact, and expected me to provide a new deposit (after having given $2,400.00 on the current car). In short I was left at the airport stranded without a car. To add insult to injury Hertz ecuador has nothing to do with Hertz US. In all Inlost 4 days out of my trip dealing with their problems and spent an additional 3 days without a car, was forced to buy flights from Guayaquil to Quito and cancel parts of my trip.
