I've never had an experience like this, but usually, I have time to rectify a problem. In this case, I didn't. Keep in mind, this is a storage unit place (Falmouth Self Storage) that rents trucks for a rental car co., and Hertz cars, also. I was moving, and needed boxes, etc. and even though there were 3 employees twiddling their thumbs behind the desk, no one could help me check out, "because we only work for the car rental company". The employees I needed was out front, in a car, with her family. So, I just stood there.
I booked this vehicle, online, with 2-days notice; a bigger, what was supposed to be 7-passenger, SUV/truck, to take my final stuff to our new place. I called Hertz after placing the order, to specifically let them know where I wanted to drop it off, AND to re-iterate that I wanted the 7-passenger vehicle. Everything seemed to go great over the phone.
2 days later when the time to finally move came, I arrived at this multi-use Storage/Car Rental place, THE ONLY HERTZ location in this small town (I SHOULD have opted for Enterprise, but I was a AAA member), to find, instead of a 7-passenger vehicle, it was a FIVE-PASSENGER-VEHICLE. THERE WERE NO HERTZ EMPLOYEES, so the gal from the storage unit did the best she could and called the closest Hertz, 20 mi. away (at an AIRPORT), and this was "all they could give me on 2-days notice". I said, I'd confirmed it was a "go for a 7-passenger truck" with Hertz corporate (for God's sakes, the parking lot for the ferry to Martha's Vineyard is RIGHT next door!) We are 1 hr. from Boston, 20 mins from Brockton, it's not like we're in the sticks!
Even though I was told that they DID, they had NO 7-Passenger vehicles (in Hyannis, next to the airport); even though I had a confirmation with a deposit on it. I asked WHY they didn't call me to let me make other arrangements, by then the (LATE) Hertz employee walked in and said, "Obviously, we didn't have a 7 passenger one. Take it or leave it." Too late, I was leaving in 3 hours. I HAD to take it. THAT was my mistake.
I contested it on my credit card. They came back on me because I took acceptance of the vehicle even though I ASKED AND PAID FOR a 7-passenger vehicle and didn't get one, even though I PAID for one.
I ended up with emergency surgery; uncontrollable bleeding brought on by stress, and they were the last battle of the move I fought - so, of course, I at least "partially" blame them. So, I HAD to let it slide, even though I wanted to see the fight through!
But I DID learn something(s) I might be able to help someone else about.
1). Falmouth Self Storage - Is a free for all. I should ask, up front, if you need storage or boxes, if there is someone there to check you out. There is another place, Storage Pros (on the other side of Rte. 28), that is MUCH cheaper, and ONLY does storage.
2). ONLY go to a business, who's BUSINESS it is to RENT VEHICLES. No one knew what was going on, and as the say 'if the cat's away, the (mice) will play', well for all THREE entities this building is used for (Budget Truck rental in Falmouth), the 'mice' were playing. (Eating pizza, throwing things at each other, smoking, hanging out in the front while customers waited... and gossiping/name calling other people, loud enough to drown out the business YOU were there to do with the cashier.)
3). After HOW Hertz battled me, being a AAA member and loyal Hertz customer for YEARS, you would THINK they would want to keep me, but instead of resolving this kindly or even with a few bucks off the next rental, they wanted a lawyer brought in, over THEIR SCREW UP, that IF they would've taken an email with an attachment (and said they didn't receive my FAX (riiiight), they pushed me past the 60 day period for contesting a charge. NO MORE HERTZ for me, AND NO MORE 'GOOD PRESS' about HERTZ for ANYONE I WILL EVER HAVE THE PLEASURE OF TALKING ABOUT THE TOPIC. I'll be going to any other car rental BUT Hertz, from now on.
And as for, Falmouth Self Storage - they put the 'SELF' in the name of this horrible place. Go across town (on Brick Kiln to the other side of Rte. 28). Storage Pros at least deals with what it says on the sign they do. Storage. read more