Dear Hertz Customer Relations,
Dear Hertz Customer Relations, I am writing to make a formal complaint regarding my recent experience attempting to reserve a PCO rental vehicle through Hertz. On your website, I made a reservation for a PCO vehicle for eight weeks, with collection scheduled for 28 July from your Marble Arch branch. The reservation appeared to be confirmed immediately, and I entered my credit card details for payment. However, several hours later I still had not received any confirmation email. I checked both my inbox and spam folder, but nothing had been received. When I returned to the website, the reservation confirmation had disappeared, leaving me with no reservation number or proof that my booking had been processed. I then attempted to contact Hertz for assistance. The first telephone number I found online, 020 7026 0077, was either incorrect or unavailable, and I was unable to get through. I then called another Hertz customer service number, 020 7723 5826. The representative informed me that this department only deals with standard vehicle rentals, not PCO rentals, and provided me with a different number for the PCO team. Unfortunately, the number I was given, 0843 309 3133, was also unavailable. I attempted to call it five separate times and each time received the same message that the number was unavailable. This experience has been extremely frustrating and raises several serious concerns: My reservation appears to have disappeared without explanation. I have not received any booking confirmation despite making the reservation online. I am concerned about the payment made using my credit card and whether it has been processed. It was unnecessarily difficult to find the correct contact details for the PCO department. The telephone numbers available online are either incorrect or unavailable, making it impossible to obtain assistance. I also raised my concerns regarding the confusing contact information during my telephone conversation, but unfortunately it did not appear that my feedback was taken seriously. I believe Hertz should review its website and customer support process. Customers should be able to make a reservation with confidence, receive immediate confirmation, and easily find the correct contact details when assistance is required. My experience fell well below the standard I expected from an international company such as Hertz. I would appreciate your urgent response addressing the following: What happened to my reservation? Has my payment been processed or authorised? Why did I never receive a confirmation email? Why are the contact details for PCO rentals so difficult to find, and why are the published numbers unavailable? I look forward to your prompt response and a satisfactory resolution. Yours faithfully, Cenk Arkin