hotwire.com customer services
Complaint 122844 Details

here is the letter i sent to hotwire customer service and i have attached their response and my rebuttal. i am hoping your organization can do something

i called hotwire to make a car reservation in april and spoke to a representative that gave me misinformation that caused me to spend an additional 40.00. my husband was flying into Charlotte, North carolina and needed a car. i picked out a place on line but my concern was how close to the airport it was. i called a representative to find out and she informed me that there was a shuttle from the airport to the location to pick up the car and that it was approximately .6 miles away. i asked her 3 time and she said yes there was so i booked the rental. i was so impressed with her knowledge that i completed the survey after the phone call. when my husband arrived at the airport, there was no shuttle and the rental location was about 20 miles away which cause him to lose valuable time and had to spend 40.00 in cab fees. when i found out i called hotwire to look into the situation since i would have never booked the rental if i had accurate information. a representative from hotwire told me that they would look into the recording to see how the conversation went. about a month later, i received a call from Rachel informing me that they could not retrieve the conversation log and that they were willing to offer me 25.00 credit to a hotwire account. although i appreciation the offer, this was unacceptable to me since i was out 40.00 in real cash based on inaccurate information, so why do i want to be tied into hotwire to possibly receive more misinformation. i am seeking a more suitable response or i will take my complaint further. thank you for your time, jean perry

their response:
From: Hotwire Support <[email protected]>
To: jemape <[email protected]>
Sent: Mon, Jun 4, 2012 5:05 am
Subject: RE:'HW=002-092-703' Hotwire Help: Other

Dear Jean,

Thank you for contacting Hotwire concerning your recent customer service experience.

Unfortunately, without being able to pull the call in question, we are unable to prove your accusation, and thusly, the only compensation we are able to provide is the $25 HotDollars.

If we can be of further assistance, please feel free to reply to this email or call us directly at 1-866-HOTWIRE (468-9473). Thank you for choosing Hotwire.

Sincerely,

Michael Ai also wish that YOUR equipment was working properly..it sounds like you are calling me a liar? they are not "my accusations", it was the conversation that took place. please provide me the name and address of any government agency that governs your business. If you do not wish to provide that to me, i will start with the Attorney General's office in my state.
please provide the information as soon as possible...

thank you
Jean Perry
Hotwire Customer Care

and my rebuttal: