We had a couple of out-of-state weddings to go to, and decided to rent a car so as not to put all the miles on our own car. First time, tail light was out and we had to wait an extra 1.5 hours to get a replacement.
Communication was horrible, but manager was nice enough to upgrade us and was very apologetic. Luckily we were going a day early, otherwise most definitely would have missed the ceremony. Second time was smooth. HOWEVER, we just noticed errant charges on our bank statement, and apparently we were charged tolls on both trips via PlatePass.
Hertz partners with PlatePass, which is like Ezpass. Nowhere during the course of booking the rental online, picking up the car, or signing the rental documentation were we made aware that there was a PlatePass in the car, or what it even was. We had our own Ezpass in the car for tolls, and subsequently were charged for this PlatePass thing as well, which we NEVER AGREED TO. Calling customer service was completely useless, as they told us to go online to PlatePass's website to get a contact phone number.
How does customer service not even have the phone number for a partner company?!?!
Hertz claimed to be unable to do anything about the credit card charges and dumped it on us to fix this mistake that they caused. We will not be using Hertz again, and highly recommend that no one else does either.
Product or Service Mentioned: Hertz Toll.
Reason of review: Problems with payment.