Hertz

To whom it may concern:

My name is Elaine Ream Cistulli. My number is [protected]. I had an issue today with Hertz in San Antonio that left me extremely frustrated.

I rented a car online in San Antonio at the 410 Loop location. I was confirmed my date/time/pickup. I called a few days later to change time from 5:00 to 5:45pm. The change never went through. Next issue. 45 mins before pick up I get a phone call canceling my reservation due to no cars. I request to speak to a manager. I spoke to Yovanna Fernandez. I told her how the last minute cancellation really messed with my plans and I have been confirmed in the system for over a week. She began to speak to me in an elevated fashion. I interjected and told her she did not need to give me an attitude over their poor business practices. Upon me saying that, she just said OK, have a nice day and hurriedly hung up. That was very unprofessional the way she responded to me. There was no apologies, no empathy in her voice, just a response in elevation. She was not yelling, but her voice was defensive and elevated.

I was hesitant to use HERTZ car rentals again because I have had previously bad service with them in Norman, Oklahoma in 2013. I should have listened to my intuition and avoided HERTZ. It seems that all Hertz cares about is getting customers through the door without confirming car rental availability, and makes it a regular practice to just turn the customer away.

After I hung up with Yovanna Fernandez, I scrambled to find another car rental agency with availability. Fortunately, I found AVIS who was across the street from HERTZ. They wanted to thank Hertz for always sending them business due to always turning people away even after they have confirmed reservations. Since this appears to be standard practice of Hertz, I will no longer use Hertz as a first choice but rather as a last resort. I checked Enterprise a week ago, they at least did not allow me to make a reservation without a car available.

I hope Hertz will change their business practices to better suit customers and not just themselves. You cannot trust a business that operates like this. I will also pass the word around about Hertz business practices. I am in the military so I know soldiers are always renting cars. I will not advise Hertz.