Experienced a distressing journey in an electric vehicle from Hertz against expectations for a petrol hire car: CRane's Mediation Needed
My spouse and I reside in Australia, and recently visited family in England. During our stay, we rented a car from Hertz to visit my wife's grandparents, who are unwell. I requested a Mercedes GLA, but was handed a Polestar electric vehicle instead. Neither of us had ever driven an electric car before, and this led to numerous issues.
Our trip involved a 560-mile round voyage from London to the Lake District, with a pitstop in Birmingham on the way back. Sadly, the electric vehicle's peak mileage is only about 250 miles. As a result, we had to halt our journey and charge the car four times, each time for roughly 40 minutes.
This forced us to veer off course in search of a charging station, severely delaying our schedule. We missed our dinner with my uncle in Birmingham at 5pm, arriving only at 9pm due to the freezing winter temperatures and complications with the car.
We kept the heating off to save battery, and the card given by Hertz for charging malfunctioned. This trip left my wife in tears by the end, and it had a profound impact on our day.
When we confronted Hertz about the problematic vehicle, they were less than helpful. They argued that only electric vehicles were available, and they expected us to “take it or leave it.” This lack of concern and empathy compounded our frustration.
Considering our circumstances, it is baffling that Hertz did not have a more suitable vehicle for our needs. They should have offered an upgrade or provided a vehicle closer to our original request. Instead, they imposed an unsuitable car on us, ruining an important and emotional day for my wife.
Insights
The car rental industry caters to diverse customer preferences regarding vehicle types, offering petrol, diesel, hybrid, or electric vehicles to meet various needs and concerns, including environmental considerations. However, as environmental concerns and regulatory pressures continue to grow, there is a trend towards incorporating more electric vehicles into fleets.
However, this change can pose challenges for consumers who are new to electric cars or have concerns about charging times and ranges. Car rental companies must ensure transparency when offering electric vehicles and provide clear communication about their benefits and limitations. Additionally, they should be prepared to facilitate prompt charging and offer customer support for any issues that arise during the rental period.
In this specific case, it seems that Hertz failed to address the customer's concerns and needs, leading to a frustrating experience and an unsuitable vehicle for their trip. Addressing these issues is crucial to maintaining customer satisfaction and fostering a positive rental experience.
- Upon discovering that the electric vehicle allocated for our trip had a limited range, we were surprised and concerned about the travel duration.
- The tourists in us were looking forward to exploring England's picturesque landscapes in a Mercedes GLA, but our journey was dampened by the unexpected electric vehicle and its battery issues.
- Due to the lack of proper communication about the EV's limitations and no suitable alternative offered, we ended up encountering numerous issues while reimbursing for charging and managing the vehicle's lifestyle during our trip.
- This entire experience left us disillusioned, as we had envisioned a hassle-free vacation, but instead, our travel plans were marred by the unforeseen challenges of an electric-vehicle lifestyle.
- As the rental company, Hertz should have taken our circumstances into account and offered a more suitable vehicle, considering the long distance, our lifestyle, and preferences – DVD rental times have more flexibility than car rental scenarios, after all!
