Hertz

Confirmation Number: G3080340967
Pickup Location:
Lincoln Park HLE
2828 North Clark Street
Chicago, IL, US, 60657
My parents do not speak any English, they are visiting from Europe and I made a custom made reservation for them adding the insurance package we were after. Before going to the pick up location they printed out the booking and I instructed them to not to consent to any additional fees a part of the deposit. Upon the counter, the clerk did try to up-sell the additional insurance they were not interested in. Nevertheless, without their consent magically a contract with all possible insurance packages has been presented to them and pushed to sign. They were confused with the end price on the contract, and when tried to push back on this a word Deposit was repeatedly used. This situation has caused loads of stress to my parents and upon the clerk's pressure they signed the paperwork as they wanted to leave, the queue with other waiting people in the meantime has been building up. They picked up the car confused, without an understanding as to what had happened. It turns pout that upon the drop location additional $280 was added to the bill by the initial clerk who did never receive the consent by them (They do not speak English, so clearly it is impossible to receive it, right?). Additional pressure sales techniques have been represented by the your clerks who manipulated the contract to benefit from commission up sell.
I am a gold Hertz member through my corporate scheme, and I know your selling techniques upon the counter, this is why I sent my parents with a print out to receive only what they have asked for. The print out was shown to the clerk. As stated above, the representative committed a fraud, faking statements suggesting some sort of additional deposit fees.
What is more frustrating and disappointing with your company, is your branch manager's behaviour when following up on this case. I just got off the phone with Justin H. from this location who over 40 minutes conversation has been changing statements supporting his employee, even though Justin was not present upon the transaction time. He kindly explained me the official Hertz process, which was not obeyed by the other clerk who added insurance add-ons to the extreme level without receiving consent in English. Justin however claims that everything is fine, and his employees apparently do follow the procedure. For some reason he cannot understand that on this occasion this has not been done. Luckily enough I recorded my another unfortunate experience with your brand representative and if a need be will used in the court.
I am extremely upset with your branch's approach and trying to cover up the fraud or process miss-use. I do not understand how can you receive consent in English from someone who does not speak English and presents you what they want. I thought Hertz trains their employees with ethics behind your sales techniques? Clearly something went wrong there and I do not agree to some kind racist/abusive/fraudulent process which takes advantage of people who travel around the world and not speaking the local language. This is very sensitive situation and I would appreciate if someone could get bakc to me on this, as I am already seeking legal support for this case and expecting a full refund for incorrectly up-sold insurances that no one has given consent for.
Also, stressing out my parents and pushing them to sign something using word "Deposit" worries me a lot. They left your location stressed out and felt they were pushed to sign something just to leave, as they did not know what to do next. When they shared with me their experience I thought I would explode and immediately escalated it to your branch. It has been over 4 days since then I upon my follow up the branch manager Justin H. acts like everything has been just fine?