Another pointless letter
Dear Hertz,
My family only owns sedans. To accommodate our combined numbers, we rented a larger vehicle from your establishment (DFW Airport location) for a day trip to visit my grandparents. We have rented several cars from your company across the U.S. and have always been pleased with the service.
We have also been fairly responsible about our belongings until this Christmas Eve.
When we returned on Christmas Eve night everyone grabbed stuff and headed into the house, weary from travel. My husband still had to run presents to nearby family and it was nearing 10 P.M. He was rushing to return the car and we did sort of the equivalent of the McCallister family counting the neighbor kid instead of their son, Kevin. Only instead of leaving a child at home, we left some of our belongings in the rental.
So not really like that at all; I just wanted to reference Home Alone.
Once I realized our mistake, I drove back to DFW Airport hoping that since we just dropped it off half an hour earlier, I would walk in, talk to someone and get our stuff.
Instead, I waited in line, alone, watching 2 people type on computers for 10 minutes before I was called to the desk. Once I was helped, the man working asked me to wait in the lobby while he went up to check the car. He came back about 5 minutes later and said the vehicle was cleaned, but no belongings were found. He then ran to some other places because he said he was trying to find someone. After 5-10 more minutes, he came back to explain that our stuff was already taken to lost and found but the woman who works lost and found must have just left at 10 P.M. and to come back on Monday with my receipt and I could retrieve our things.
I was only slightly annoyed at that point, mostly at myself for the hassle. I also remembered that it was Christmas Eve and no one at that airport wanted to be working then, especially not for some irresponsible customer!
Fast forward the weekend...
I returned after 8 A.M. this morning with my receipt like the man said. I re-explained the story to another man at the desk and he proceeded to make calls and run around for 10 minutes. He came back and asked us to sit in the chairs outside the office. I had my 4-year-old son and after we watched several non age-appropriate videos on YouTube (I'm never good at improvising a search on the spot), the man finally came back and told us to go upstairs to the locked door office...Room 164, the single door, not the double.
The nicest woman answered our knock and I again told the story and described that we left 3 children's DVDs (Shrek, Shrek 2, and Lion King), and a recyclable bag of presents in the trunk. She searched their lost and found and found nothing. She made some calls to people who had been working with our vehicle that night. Then she took my name and number because she "was going to look into it further." That was one hour of my Monday.
Basically, I left knowing what I already knew walking out on Christmas Eve and that is that our stuff was gone.
The run around was annoying and I would have appreciated an honest answer from the start.
The stuff is replaceable and I'm really not that upset about losing it as in the end, it is our fault.
I would have just liked an honest answer from the start when the first guy went up there that night THIRTY MINUTES after we turned in the car.
He could have just said, "Ma'am yes, your stuff was found, but Mac is pretty pissed tonight having to work on Christmas Eve and all, so he said, 'fu-k this sh-t' and threw it in the trash can. Then he poured his coffee over it. Then he threw some really dirty, heavy stuff on top of that. So yeah, you're not getting your stuff back, Merry Christmas."
or
"Ma'am, we did find your things, but they are now wrapped and becoming Christmas presents for my family who I hate."
Either of those things would have been okay. Honestly! We are pretty easy going people, despite whatever PTSD situations you remember from dealing with people with our last name...we are not like that! We married for love!
It would have saved me about an hour and a half of awkwardly waiting around while the Hertz staff avoided eye contact with me.
In closing, please add "honesty" and "not giving customers the run around" to your company's dream board for 2016.
Sincerely,
My family only owns sedans. To accommodate our combined numbers, we rented a larger vehicle from your establishment (DFW Airport location) for a day trip to visit my grandparents. We have rented several cars from your company across the U.S. and have always been pleased with the service.
We have also been fairly responsible about our belongings until this Christmas Eve.
When we returned on Christmas Eve night everyone grabbed stuff and headed into the house, weary from travel. My husband still had to run presents to nearby family and it was nearing 10 P.M. He was rushing to return the car and we did sort of the equivalent of the McCallister family counting the neighbor kid instead of their son, Kevin. Only instead of leaving a child at home, we left some of our belongings in the rental.
So not really like that at all; I just wanted to reference Home Alone.
Once I realized our mistake, I drove back to DFW Airport hoping that since we just dropped it off half an hour earlier, I would walk in, talk to someone and get our stuff.
Instead, I waited in line, alone, watching 2 people type on computers for 10 minutes before I was called to the desk. Once I was helped, the man working asked me to wait in the lobby while he went up to check the car. He came back about 5 minutes later and said the vehicle was cleaned, but no belongings were found. He then ran to some other places because he said he was trying to find someone. After 5-10 more minutes, he came back to explain that our stuff was already taken to lost and found but the woman who works lost and found must have just left at 10 P.M. and to come back on Monday with my receipt and I could retrieve our things.
I was only slightly annoyed at that point, mostly at myself for the hassle. I also remembered that it was Christmas Eve and no one at that airport wanted to be working then, especially not for some irresponsible customer!
Fast forward the weekend...
I returned after 8 A.M. this morning with my receipt like the man said. I re-explained the story to another man at the desk and he proceeded to make calls and run around for 10 minutes. He came back and asked us to sit in the chairs outside the office. I had my 4-year-old son and after we watched several non age-appropriate videos on YouTube (I'm never good at improvising a search on the spot), the man finally came back and told us to go upstairs to the locked door office...Room 164, the single door, not the double.
The nicest woman answered our knock and I again told the story and described that we left 3 children's DVDs (Shrek, Shrek 2, and Lion King), and a recyclable bag of presents in the trunk. She searched their lost and found and found nothing. She made some calls to people who had been working with our vehicle that night. Then she took my name and number because she "was going to look into it further." That was one hour of my Monday.
Basically, I left knowing what I already knew walking out on Christmas Eve and that is that our stuff was gone.
The run around was annoying and I would have appreciated an honest answer from the start.
The stuff is replaceable and I'm really not that upset about losing it as in the end, it is our fault.
I would have just liked an honest answer from the start when the first guy went up there that night THIRTY MINUTES after we turned in the car.
He could have just said, "Ma'am yes, your stuff was found, but Mac is pretty pissed tonight having to work on Christmas Eve and all, so he said, 'fu-k this sh-t' and threw it in the trash can. Then he poured his coffee over it. Then he threw some really dirty, heavy stuff on top of that. So yeah, you're not getting your stuff back, Merry Christmas."
or
"Ma'am, we did find your things, but they are now wrapped and becoming Christmas presents for my family who I hate."
Either of those things would have been okay. Honestly! We are pretty easy going people, despite whatever PTSD situations you remember from dealing with people with our last name...we are not like that! We married for love!
It would have saved me about an hour and a half of awkwardly waiting around while the Hertz staff avoided eye contact with me.
In closing, please add "honesty" and "not giving customers the run around" to your company's dream board for 2016.
Sincerely,
Uuummm...AWESOME!
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