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I do sympathise with Charis’ blog Speechless or clueless?

Regular readers may recall I’ve had issues with Hertz in the past but in these budget-conscious times, I was tempted into “giving them another go” by a promotion on the .co.uk site which promises a 20% discount on rentals booked 30 days in advance.

I checked the prices prior to booking my airline tickets and the prices looked good. I returned to the site a week later (still well ahead of the 30-day cut-off) and went through the identical process but instead of the keen prices, I got the following message:

Not all requirements for the Rate Code - LITE requested have been met. We have removed the Rate Code from your request to provide you with the best rate returned. If you would still like to take advantage of the Rate Code, please refer to the offer details to meet all necessary requirements. [DRX142]

After trying again several times to try to work out what I’d done wrong, I filled in a query form since I couldn’t find a telephone number to ring. I was promised a reply within 2 working days. 1 week later - nothing.

My wife then found a telephone number on the Hertz.com website. The customer service chap at first told me that the promotion had ended! I pointed out that it was still being displayed on the website and then he investigated further and came up with the following explanation:

“It probably means that the particular location’s office has removed itself from the promotion…”

I can accept that the fine print in the terms and conditions covers this possibility, but the complete lack of clarity in the rate code message is in itself a customer services disaster. The absence of a ‘call me’ facility on the website which instead features innumerable FAQs is a also a failing and then the lack of contact within the stated 2 working days is abysmal.

To top this off with a customer services representative who doesn’t even know whether the promotion is running…..

Book with Hertz again? No.

Recommend to a friend? No.

Blog about the miserable service? Yes.

Hertz.co.uk - FAIL