Complaint Review: Hertz Rent a Car - Mesa Arizona

September 13, 2013, I rented a car from Hertz office located at 2025 W Main St, Mesa, AZ 85201. An arrangement was made prior for an employee to pick me up from the auto mechanic shop and take me to the office to fill out paper work for the rental car. Friday morning (9/13), only one employee was located at the office in Mesa; therefore, no one was able to pick me up and transport me to the office. As a result, Hertz located at 904 N McQueen Rd, Gilbert, AZ 85233 was contacted by a staff member in Mesa. I was picked up and transported to the office in Gilbert. After the completion of paper work, I was told that I could return the car on Monday (9/16) at the office in Mesa since it was closer to the auto mechanic shop.

I returned the car Monday afternoon to the office in Mesa, I spoke with Lugi. He went outside and inspected the car and came back in and asked me did I smoke. I replied no. I do not smoke and there was no one in the car that does. He then asked if my dad smoked. He asked this because the reservations were in my dad's name whose the primary auto insurance holder. I replied no. I explained to him that my dad lives in Alabama and no one drove the car but me and I do not smoke. After the conversation was over, I paid for the rental car services in cash and was provided with a receipt stating that I had a balance of $0. I was told that the pending transaction on my debit card which was done to verify my checking account would be refunded by tonight or tomorrow.

I obtained my receipt stating a balance of $0 and was transported to the auto mechanic shop by Lugi. After returning home, I checked my account for the pending transaction which was around the amount of $40. It was not there. Instead there was a pending amount for $116. I immediately called Hertz to see why. I was told that I was charged the amount for a cleaning fee because the car smelled like smoke and ashes were in the back seat. I explained to Lugi once again that I do not smoke period and there's no way possible ashes could be in the back seat of the car because I do not smoke. I explained to him that he needs to contact the office in Gilbert where I received the car to check if the ashes and smoke smell were in the car prior.

I took it upon myself to call the office in Gilbert and spoke with the guy that picked me up from the shop on Friday morning. I explained to him the situation. He stated that the inside of the car was not inspected before it was rented to me just the outside of the vehicle; therefore, the ashes were in the car prior to me receiving it. He stated that he would contact the office in Mesa and speak with Lugi. After the employee in Mesa contacted Lugi, he still refuses to refund my money. Lugi is the store manager. He stated that he will let his supervisor decide. I have been waiting for 3 days and I have not been contacted by Lugi nor his supervisor. I am absolutely disgusted with the services that I was provided upon returning the car!

I was given a receipt stating that I owed $0, but had an unauthorized charge after I left the office which was fraudulent and illegal. I was not contacted by an employee stating that I would be charged. I was not told about this charge before I left the office. This was an unjust action. Hertz did not have the right to make any transactions on my debit card without my knowledge especially after I received a receipt stating that balance was $0. The car was suppose to be inspected once I arrived so if there were any issues it could be addressed before I left, but it was not. Instead, I was charged $116 without any knowledge or consent. This transaction would have gone unnoticed if I did not check my account. I spoke to a female representative at corporate September 17, 2013. After explaining to her the situation, she placed me on hold and called the Mesa office.

Once she returned to the phone, she stated that there was nothing she could do because Lugi stated that when I returned the car there was a guy with me that was smoking outside of the car. This statement is absurd and absolutely untrue. There was no one in the car with me when I returned it. Lugi's statement is completely ridiculous considering he had to drop me off at the auto mechanic to pick up my car so you would imagine if I had someone with me I would have asked that individual to transport me to the mechanic. I called the Mesa office after ending my conversation with her. I asked Lugi did he tell her this and he stated, "No, I do not know what you are talking about." The female representative through corporate stated that the decision would be left with the area manager. Considering this, my case will not be treated fairly because the manger will back up his employees. This is a conflict of interest for the area manager. Corporate headquarters is supposed to be the voice for the unsatisfied customer and I was provided with less than substantial service.