Hertz
Complaint 232178 Details

Arrived HNL at 8:20 pm. My wife is in a wheelchair. I rode shuttle to pick up car at Hertz leaving my wife with luggage at baggage claim. Upon arriving at Hertz desk there were 12 people in line, only two counter persons and 4-5 people who had their reservations processed, but were waiting for cars to be ready. I waited from 8:45 - 10:15 and they only helped two persons in the line. However when gold members came in they were served immediately. The problem appeared to be that they did not have cars ready as every 10 minutes or so a lot attendant would come in with keys. Those pretty much went to the gold club members. In addition at around 10:00 one of the two counter reps left for the day. Leaving only one young lady to handle, probably the now 20 people waiting. I could no longer leave my wife sitting at baggage claim and called my cousin in Kaneohe to come and get us. I called to cancel the reservation, but was told since it was made through Hotwire it could not be canceled. My cousin drove me to Budget, I got a car a car in 15 minutes, one size up and actually cheaper by $30 than the Hotwire/Hertz rate. Both Hotwire and Hertz say I need to talk to the other company. I am getting the runaround.