I reserved a rental car with a different rental company online for my trip to Mexico. When I got to Cancun, the rental company I reserved was closed because it was late at night. Hertz people lied to us saying that they were together with the other rental car company. That's why I got the car from Hertz.
It took them 2 hours to process, and both the car and the rate were different from what we have reserved (four times more than our reservation price). The Hertz representative named Gaaspar Uchuv said he could not find the correct rate on the computer system because it was late at night and asked me to sign the contract and come back to Hertz or the other company to change the rate ANYTIME before I drop off the car.
I specifically asked for an automatic transmission car, but Gaaspar told me there were no automatic transmission cars, and I did not know how to drive manual transmission car. Until one hour later, Gasspar finally gave me a crappy automatic car. I spent three hours there, exhausted. They are slow and inefficient in processing their job.
I left for another city, Tulum after I got the car. I went to Hertz in Tulum on the second day to try to change the rate. But, the representative in Tulum doesn't speak English and my Spanish is not good enough to explain this situation.
I waited until I went back to Cauncun on the last day to change the rate before I drop off the car. I firstly went to the other rental company where I had my reservation, but they told us they are not related to Hertz at all.
Then, I went to Hertz. Gaaspar wasn't there and instead, the manager named Rodrigo Plasencia at Hertz Cancun airport told me I could not change the rate with such a bad attitude. I tried to explain the situation to him and he refused to listen to me and kept interrupting me. Rodrigo insisted that because I signed the contract, I had to pay for the amount listed on the contract.
Basically, I was tricked into signing the contract. First of all, Gaaspar lied to me, saying that Hertz were together with the other rental car company. Secondly, He lied to me, saying that there were no automatic transmission cars. Thirdly, he tricked me into signing the contract with much higher rate and lied that I could change the rate any time before I drop off the car. I tried to talk to Rodrigo more, but he ignored me and started working
on other stuff.
My entire Mexican trip was ruined by my experience with Hertz from the beginning to the end. Rodrigo has the worst attitude with customers ever. He is not qualified to be a manager at all. I was really mad and did not sign the invoice, but they still charged my card. I'm very disappointed and unsatisfied with the customer service at Hertz. I will never rent a car from Hertz anymore nor will I recommend it to any of my friends.
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