Hertz Rent-A Car Lost Car that I returned - Accused me of Keeping Vehicle - Unauthorized Charges to Credit Card Atlanta Airport Location Atlanta, GA

On Sunday (1/5/2014), Hertz sent me a robo-call message accusing me of stealing (or failing to return…what’s the difference?) one of their cars. As instructed, I called their Vehicle Control Department first thing Monday morning. They made it pretty tough to actually reach a live person in Vehicle Control. I dialed their direct number several times and got an outgoing message which rolled into a fast busy signal. I then called the Rental Extension number on my paperwork. The person there transferred me to Roadside Assistance. Finally, the Roadside Assistance person was able to get me transferred to a line into Vehicle Control. After 20+ minutes of wait time, I was actually able to speak with a live person (Stacy J.) in the Vehicle Control Department.

Stacy J told me that someone names Dana would get this issue resolved on Monday. Stacy J said that Dana would get my rental closed, get me a final receipt for the transaction AND credit my credit card for the unauthorized and unwarranted charges which have resulted from their inability to locate their vehicle at their “secure” facility. By the end of the day Wednesday, Dana hadn't done any of the things I was promised she’d do.

I sent many emails, but, through the end of business on Wednesday, NOBODY at Hertz had the courtesy to respond and let me know what was going on. They had no problem contacting me to accuse me of being a thief. But when I demanding answers from them, they couldn’t be bothered to respond. 

Late Wednesday, after normal business hours, I stumbled upon the name and contact information for someone at Hertz who quickly helped me resolve the problem. I am posting this information so that anyone with a similar issue knows how to speed the resolution process. The man to contact at Hertz is:

Mr. Gregory Donatello - Senior Director of Corporate Security. His direct telephone number is 201-307-2780. His fax number is 866-888-1469. He may be reached by email at gdonatello@hertz.com.

Mr. Donatello cut through all of the Hertz nonsense like a hot knofe through butter. He managed to get the car found and the entire issue resolved before noon on Thursday. He accomplished in a few hours what I was unable to get anyone else to do for 3+ days.

Of course, no consumer should have to be put through this by Hertz. There was never any reason to contact me; they had their car all the time. Rather than getting off their a**es to find the vehicle that their people lost, they chose to drag me into the matter and waste several hours of my time. That's why I'm posting my story and Mr. Donatello's contact information...in hopes that others may get their issues resolved quicker and more efficiently than they resolved mine.