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Everything is packed for the move and then the car rental company cancels the reservation for the moving truck at short notice.
The moving bus has been reserved for several weeks, the boxes have been packed, helpers have been organized – the date for the handover of the apartment has been set. A man from Brütten near Winterthur moves from one holiday apartment to another and has to transport various pieces of furniture from his own apartment to the new apartment.
What annoys me the most is that you are completely left out in the cold.
Then the shock: Just one day before the move, the car rental company Hertz reported that unfortunately there was no bus available – sorry. The affected customer is shocked and tries to reach someone from Hertz. None. The boss is on vacation – at the Hertz headquarters he only hears the automatic answering machine.
Replacement vehicle from another provider
“What annoys me the most is that you are completely left out in the cold.” The Hertz customer says that it doesn’t say anywhere in the contract that something like this could happen at such short notice.
The man calls through various providers and then finds one in Winterthur who can rent him a bus for the next day. However, this car is around two hundred francs more expensive than the one from Hertz. That doesn’t matter to the man at this moment, he’s just happy that he can move at such short notice.
After the move, the customer writes to Hertz customer service that Hertz’s behavior was completely unacceptable and unprofessional. He left it up to Hertz how they wanted to react.
In response, he receives a standard email that will be contacted within the next ten days. A few days later the email arrives: The customer has to send the reservation, customer and invoice number. He does so, whereupon Hertz again requests the reservation number and the signed rental agreement and writes: “If this is not possible, we consider this case closed since you cannot provide valid proof that your rental was made through our company.”
The man sends all the documents he has again and hears nothing more from Hertz.
“Espresso” switches on
He then contacted the SRF consumer magazine “Espresso”. Suddenly things happen quickly – the car rental company writes: “Hertz Switzerland apologizes […] “For the inconvenience caused and the insufficient communication in this case.” The bus was canceled due to damage and an alternative would normally be offered in such a case.
“Hertz’s commercial vehicle fleet was completely booked this weekend and an alternative vehicle was not available. Nevertheless, in this case, support for an alternative solution from Hertz did not work according to our standards.”
They want to call the customer directly and cover the additional rental costs incurred.
A Hertz employee apologized to the customer several times over the phone and by email and wrote to him that Hertz would cover the entire cost of the rental bus.