Hertz

To Hertz CEO's - Kathryn V. Marinello, Thomas C. Kennedy and Richard Freker :

We had a terrible situation this last July 2-5, 2019. Four of our family members went to Boise, Idaho for a July 4th Family Reunion. We rented a great minivan from the Hertz Location at 2720 E. Thousand Oaks Blvd, Thousand Oaks, CA. We took off for Boise around 5am the morning, and 3 or more hours into the trip we discovered the roaches when we stopped to get a drink. We saw a roach and that caused us to empty the luggage and open up one of the seats that were unused. Unfortunately that opened up to a plethora of roaches that scattered all over. In order to get to Boise on time for the reunion, we could not turn around and come back home or we would miss the reunion so we continued our trip calling Hertz and AAA for help to no avail. We took pictures of the roaches but the pictures are on my i-phone and we don't know how to send them. Finally we got another car in Boise at the airport. We have sent letters describing our terrible trip to everyone we could except headquarters or anyone who really care. I guess we expected more and better accommodations from Hertz. There was no empathy and after the time, gas and horrible experience, we did expect to be able to say how great Hertz is and how they really cared about us and the whole situation. Instead we are left with very disgusting nightmares and painful memories of our trip, considering we drove 10-1/2 hours each way. We have no way to gain back the wonderful experience we had hoped for. In our mind, the problem should never have happened if Hertz taken care to clean the car completely. AAA gave the recommendation. Our daughter was so upset she put the situation on Twitter during the trip and got a short reply from someone from Hertz saying they would take care of it - no name. Of course no one contacted us until after we got home, and only then because the Hertz store that rented the car gave us a card with Danielle Rocha's name (a representative of yours) who you will read about in the letters. No help at all. Our hope is that you require better care of the cars you lease. We had to use bug spray (did no good and was very bad to breath in); called AAA and Hertz many, many times only to get responses of call back later, or line is busy, or ring, ring, ring. When we got to Boise we had to check each and every bag we had. Roaches everywhere. Our daughter had to check her luggage in the reception area of the hotel to get rid of any roach she found so she wouldn't take them into the hotel. We left our luggage in the car and went into a family's home to stay the night (by then it was midnight) and then we had to check everything the next day in daylight to make sure we wouldn't take roaches into their home. No one should go through this ever, ever, ever! THE MEMORIES are so bad. We tell everyone we know about Hertz and how Hertz didn't care. Danielle made promises later after we got home, to make this right and to send us a gift to be able to use Hertz for the remainder of the year...nothing ever came and of course two months have gone by since she said that. Honesty and care is very important to us. We wonder how many Hertz employees would like to ride in a car with so many roaches running through our seats and feet...bet NONE. This is such a disgusting story and was terrible to live through. Roaches, bug spray to breath, no help from AAA or Hertz, no one to care, nightmares to live with now...but do we ever have a horrible story to tell.

Sadly and Angrily sent,

Robert J & Eleanor B (AKA Jeff and Berni) Hilgaertner
7213 Village 7
Camarillo, CA 93012
[protected]

Additional complete letters were sent to Hertz (Danielle Roche - Manager); AAA (campose.peter@aaa-calif.com); Hoholik.Ivana@aaa-calif.com