Liam sent a message to Michael O’Leary – CEO, Ryanair – Email Address that said:
Hi Michael, I am writing to you to inform you that your so called rental car partner called Hertz does not provide the lowest rates for car rental.
I booked a surprise trip for my wife on the 18th of June 2016 to fly from Cork to London to see Coldplay at Wembly Stadium. She is currently very ill with cancer and I did this to give her a break from hospital and she is a massive Coldplay fan. I booked my flights through ryanair.com and was delighted with the prices and service on these flights. For us to travel from Stansted to Wembley it looked cheaper to book a car rather than take public transport so this is what I did.
When I arrived at the Hertz desk, they didn't have the car I booked so I upgraded to the next class and was told this would 30 quid or so. When I went out to get the car, I noticed the check sheet and the damage on the car didn't match. I went backto the office and told the rep this. He was not interested at all, and told me that smaller scratches below 25mm are not recorder. There were also marks on the alloys and he didn't acknowledge these either. When I aksed him to come out and look at the car with me, he refused and told me it would be OK.
We drove only 80 odd miles in the car and had returned it back to Hertz at around 1am. My wife can verify and witness to all the above. When I got my credit card bill this week, I was horrified to see a charge of STG£307 extra on the credit card taken by Hertz. I rang them and was told it was for damage done to the car. I tried to explain the whole situation to them they began to just fob me off.
I was furious and rnag back and told them that I see this as theft, as I had no notification from anyone about this. I will be pursuing Hertz and will take legal action if necessary to get a full refund and an aplogy. This has left a very sour taste in my mouth and I think if you want to improve your customer service then get rid of Hertz. In 25 years of renting cars I have only ever had three negative experiences and all three were with Hertz. 12 years ago I had the same stunt pulled on me at Schipol, wheer they tried to get an extra 400 Euros for damage I did not commit. Again I had proof. The second episode I had a phone stolen out of the car by a Hertz rep, but never got anything for this.
My number is and this has really upset me and my wife. What was supposed to be a dream surprise trip that was on her bucket list has turned out to be a very nasty and costly trip to the UK. I would appreciate any comments or feedback.
