When we arrived at Knock Airport, we had been delayed and the rental company we had hired from had closed early and not left any keys. We asked at Hertz and the Location Manager (James Connaughton) could not have been more helpful. He sorted us out despite it making him late leaving.Wind the clock forward a week and on returning the vehicle, the returning inspection guy "found" scratches on the vehicle that I certainly couldn't see. I took my own photos and there was nothing to see. Although he claimed scratches on multiple panels, he said that he'd do me a favour and only charge me for one panel repair which was over €1,200 euros. As I had a plane to catch I signed the exit form and commented on it that I could not see any scratches at all. I took my own photos, blew them up, and still couldn't see anything.When I said that I would dispute the charge, he advised that he'd fill out a new form (and dispose of the one I had signed) and charge me three times the amount for 3 panels ! Outrageous. Hertz have sent me their evidence photos and you can see absolutely nothing on them, except the finger of the agent pointing to something invisible. I will, of course, formally dispute the charge, which has remained at 1 panel.So, what I never understand about companies is how they can employ customer facing people who give you a great experience, abd then on the back end, people who seem to be there only to destroy your faith and trust in the organisation.I can't make up my mind whether this is sharp practice or poor practice, but I certainly left with a bad taste in my mouth and wondering if there's a money making element to this for the individual concerned.I won't be using Hertz again and i travel extensively, that goes without saying.
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Hertz is Ireland's #1 Car and Van hire company. Rentals in Ireland from Dublin, Cork, Shannon, Knock, Kerry, Belfast, Derry, Waterford & Wexford
