Joe did the research to discover that Advantage Car Rental is owned by Hertz. He also found the email addresses for Vice President of Hertz, Brian Dickerson and Senior Vice President, Global Customer Care of Hertz, Joseph Eckroth on Trip Advisor. So we crafted a carefully worded and clear email to them.
That email was sent on Friday. Apparently we got Mr. Eckroth’s attention. This is the response Joe got on Tuesday:
Dear Mr. McManus:
Mr. Eckroth has asked that I investigate the situation you wrote about and respond directly to you.
First of all, let me express my sincere apology as well for the difficulties you encountered in Ft. Lauderdale. I can certainly understand your frustration and disappointment with Advantage and I’m sorry for the inconvenience this caused you while you were trying to enjoy your travels in Florida. There really is no excuse for the lack of service and assistance you received. I can assure you that your comments will be forwarded to the appropriate parties to ensure corrective action is taken.
After reviewing the rental record, the contract had not yet been closed by the location. I have credited the upgrade fee on the billing and closed the contract. The total amount billed will be $***.**.
Thank you for taking the time to let us know about your experience. We value your business and hope you will give us the opportunity to regain your confidence in Advantage.
|The Hertz Corporation | 225 Brae Blvd, Park Ridge, New Jersey 07656|
|email@example.com | www.hertz.com|
Not only has the extra charge been reversed, the amount being charged to our credit card is $22 less than we expected to have to pay!!! You absolutely can NOT argue with that customer service.