On 27 March, I booked a Ford Transit L3H3 (BP24ORL) at B&Q Northampton through Hertz 24/7. £68 was pre-authorised and £5 charged for the booking.
Upon arrival, I was unable to unlock the vehicle via the app. There was no alternative access method (e.g. physical key). I was then informed by B&Q staff that Hertz no longer operates from that location though they use the B&Q parking area, operating separately.
I attempted to contact support through the app and SMS, but responses were automated and ineffective. When eventually connected to an agent, I was redirected to email them directly or make contact through their mobile app, and no other relevant assistance was provided before my booking expired.
As I was unable to access or use the vehicle (even after having arrived to collect it 15 minutes before my actual booking time), I expect:
• A full refund of all charges
• Immediate release of the £68 pre-authorisation
This situation reflects poor service reliability and lack of accessible customer support. I would appreciate urgent resolution.
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