I am very disappointed in the service that I received at Hertz in Canton, Michigan located on Michigan Avenue. I rented a vehicle for EIGHT Weeks from there and spent nearly $4,000. When the charges posted to my credit card, I found that there was an additional fee for $300 on my credit card. I tried calling customer service regarding the charge and found that I was charged for a smoking fee. Since I had not smoked in the car, I thought this was strange. I was advised to call the location I rented from regarding reversing the charge. When I called I spoke to David and advised the reason for my call. I advised that the car had not been smoked in and he advised that even if the vehicle is not smoked in, if it smells like smoke, they will charge the fee. I explained that I rented the vehicle for 8 weeks and even if the car was not smoked in being a smoker if your clothes smell like smoke and you get in the vehicle, after eight weeks the car will begin to smell like smoke. David assured me he would look into this matter because he understood my frustration. I PATIENTLY waited four weeks and after not receiving a call back, I called the location back today. I spoke to David again and explained that I was disappointed that I had not received a returned telephone call. I reviewed the situation again and he placed me on hold and came back to the line and said he had spoken to his GM and he advised they will not reimburse for the fee because that would mean that just because I spent almost $4,000 that does not change anything because it had a smoke smell even if it was not smoked in. I advised that while I understand the policy now that it does not matter if you smoke inside of the vehicle or outside of the vehicle the written policy appears that there is not smoking inside of the vehicle. I asked that they consider the amount of time the vehicle was rented, the smoke smell overtime may transfer to the fabric seats even not being smoked in because it is on your clothes. It has become evident to me that in the midst of a pandemic these vehicles are not being properly cleaned. There is no way that with using disinfectant to sanitize the cars properly that every car does not smell sanitized. I am unsure if this is a way to have customers pay more money to sustain the business through a difficult time, but please beware customers. Very bad business practices... read more
