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- 24 Jan 2011
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I wasn't sure whether to post this in Motors or here, apologies if it's in the wrong section but this isn't so much about the car hire itself but the issues they've had during and afterwards.
My parents went on holiday to Switzerland, with my uncle, aunt, and my dad's parents, for my grandad's 80th birthday. They hired a car from Hertz and picked it up at the airport. On the way to their accommodation, the car picked up a puncture. There was no spare, so they called the hire company and informed them that they'd had a puncture, and there was no spare. They sent a mechanic out, who apparently wasn't informed that there was no spare as all he did was look for the spare, agree there wasn't one, and call a tow truck.
My parents called Hertz to request another hire car, Hertz informed them that they would need to travel to the nearest Hertz office to pick one up whilst the original car was being recovered.
My dad and uncle went to do this, as they were the registered drivers, they were told that travel costs would be refunded by Hertz if they caught a bus or train. However, being in an unfamiliar country, they weren't sure where the nearest bus or train station was, it was also half an hour till closing time on a Saturday so time was of the essence. They elected to get a taxi, which Hertz called and booked for them.
My mum, gran and aunt went into the nearby shop as they needed food and essentials, leaving my grandad with the car. The tow truck arrived and my grandad began unloading the car, he felt very pressured by the driver to complete this speedily. There was also apparently a man lurking nearby trying to steal the stuff as it was unloaded, so my 80 year old grandad was trying to prevent this from happening as well as unload the car.
The tow truck driver loaded the car onto the truck without giving him chance to check the car over, resulting in certain items (boots, shoes, belt) being left behind.
My aunt, mum and gran came back from the shops to find my grandad with the pile of unloaded luggage, then all 4 stood there waiting for my dad and uncle to return with the replacement car.
They carried on to the holiday, had a nice time, blah blah, then on the return to the airport they visited Hertz to hand the car back and to ask about their lost belongings and to ask for the 80 Francs taxi fare to be refunded. Hertz refused to refund the fare without a receipt, which wasn't available as the taxi driver couldn't understand their request for one, and they said the car was empty on its return.
T;DR
They booked a car with Hertz in Switzerland
Car gets puncture, towed away with some luggage still in it
80 Franc taxi fare incurred to pick up replacement car
Hertz refuse to help
An email complaint has been lodged, with no useful result, and we sent a letter of complaint by recorded delivery on Tuesday 26th June, with no response.
Any advice on how to proceed? They're just looking for the taxi fare to be refunded, and either their luggage or suitable compensation as the boots + belt weren't exactly cheap and have sentimental value.
My parents went on holiday to Switzerland, with my uncle, aunt, and my dad's parents, for my grandad's 80th birthday. They hired a car from Hertz and picked it up at the airport. On the way to their accommodation, the car picked up a puncture. There was no spare, so they called the hire company and informed them that they'd had a puncture, and there was no spare. They sent a mechanic out, who apparently wasn't informed that there was no spare as all he did was look for the spare, agree there wasn't one, and call a tow truck.
My parents called Hertz to request another hire car, Hertz informed them that they would need to travel to the nearest Hertz office to pick one up whilst the original car was being recovered.
My dad and uncle went to do this, as they were the registered drivers, they were told that travel costs would be refunded by Hertz if they caught a bus or train. However, being in an unfamiliar country, they weren't sure where the nearest bus or train station was, it was also half an hour till closing time on a Saturday so time was of the essence. They elected to get a taxi, which Hertz called and booked for them.
My mum, gran and aunt went into the nearby shop as they needed food and essentials, leaving my grandad with the car. The tow truck arrived and my grandad began unloading the car, he felt very pressured by the driver to complete this speedily. There was also apparently a man lurking nearby trying to steal the stuff as it was unloaded, so my 80 year old grandad was trying to prevent this from happening as well as unload the car.
The tow truck driver loaded the car onto the truck without giving him chance to check the car over, resulting in certain items (boots, shoes, belt) being left behind.
My aunt, mum and gran came back from the shops to find my grandad with the pile of unloaded luggage, then all 4 stood there waiting for my dad and uncle to return with the replacement car.
They carried on to the holiday, had a nice time, blah blah, then on the return to the airport they visited Hertz to hand the car back and to ask about their lost belongings and to ask for the 80 Francs taxi fare to be refunded. Hertz refused to refund the fare without a receipt, which wasn't available as the taxi driver couldn't understand their request for one, and they said the car was empty on its return.
T;DR
They booked a car with Hertz in Switzerland
Car gets puncture, towed away with some luggage still in it
80 Franc taxi fare incurred to pick up replacement car
Hertz refuse to help
An email complaint has been lodged, with no useful result, and we sent a letter of complaint by recorded delivery on Tuesday 26th June, with no response.
Any advice on how to proceed? They're just looking for the taxi fare to be refunded, and either their luggage or suitable compensation as the boots + belt weren't exactly cheap and have sentimental value.
I'm not sure how not speaking the lingo makes them exempt.![[TW]Fox](/data/man-of-honor/2009.png){kind=avatar}
