Our honeymoon took an unexpected turn in Wyoming and Montana. Our rental car broke down. The transmission was slipping badly. It wouldn’t go past 1st gear. The RPMs shot up to 5000. This was a big problem, especially in mountain territory.
There’s little to no cell service out here. Driving through mountains with a bad transmission is risky. We called customer service. They said they couldn’t deliver a replacement car. We had to return the broken one if it was still “running.”
The nearest Hertz was 2.5 hours away. We couldn’t drive at the speed limit. The transmission wouldn’t allow it. We made it back to our hotel. We called Hertz again. This time, they agreed to send a tow truck.
Now, we’re waiting two hours for the tow. Then, we ride with the tow truck to Hertz. After that, we drive back to our hotel. This whole car ordeal will take about seven hours. It’s a full day wasted on our honeymoon.
We spent thousands on this trip. The car rental alone was $1500. It feels like a big chunk of our vacation is gone. We plan to ask for a refund for the lost day. But we wonder what else we could ask for. We’re not usually assertive with customer service. So, any tips are appreciated.
The Rental Car Predicament
Imagine being on your honeymoon, excitement bubbling, then suddenly, your rental car decides to give up. That’s exactly what happened to us in the vast, beautiful landscapes of Wyoming and Montana. One moment, we were enjoying scenic drives, and the next, our Hertz rental was struggling. The transmission acted up, refusing to shift beyond first gear, making the engine roar at 5000 RPMs.
This wasn’t just an inconvenience; it was a safety concern. We were in an area known for its challenging terrain. Mountains loomed, and cell service was spotty at best. The thought of navigating those roads with a failing transmission was unsettling. It highlighted the importance of a reliable vehicle, especially when exploring remote destinations.
Dealing with Customer Service: Round One
Our first call to Hertz customer service was disheartening. They told us they couldn’t deliver a replacement car to our location. Their policy, apparently, required us to bring the “running” vehicle back to a Hertz office for an exchange. This felt like a cruel joke. Our car was barely running, certainly not fit for a 2.5-hour drive to the nearest Hertz branch.
The idea of slowly, painfully driving a car with a slipping transmission through mountainous terrain, far from any help, was not appealing. It emphasized the gap between corporate policy and real-world situations. We realized then that sometimes, you have to push back a little.
A Turn for the Better: Round Two
After much deliberation, and making it back to the hotel, we called Hertz again. This time, the conversation went a bit differently. Perhaps our more detailed description of the car’s state, or the sheer impracticality of their initial suggestion, swayed them. They agreed to send a tow truck. A small victory, but a victory nonetheless.
The tow truck was a two-hour wait. Then, we’d ride with the driver to the Hertz location. This meant hours spent away from our honeymoon activities. It illustrated how a single mechanical issue could snowball into a significant disruption, consuming an entire day of our precious vacation time.
The Cost of a Lost Day
This incident wasn’t just about a broken car. It was about losing a full day of our honeymoon. We had planned and saved for this trip, spending thousands of dollars. The rental car alone was $1500. To have a day effectively stolen by a vehicle malfunction felt incredibly frustrating.
When you’re on a trip, especially a special one like a honeymoon, time is invaluable. Every moment is meant for creating memories, not for dealing with logistics and headaches. This experience made us reflect on the true cost of rental car breakdowns—it’s not just the inconvenience, but the irreplaceable loss of planned experiences.
Seeking Fair Compensation
We definitely planned to ask for a refund for the lost day. But we wondered if there was more we could reasonably request. We’re not usually the type to be overly assertive. However, this situation felt different. This wasn’t a minor hiccup; it was a significant disruption to a once-in-a-lifetime trip.
When you’re in such a situation, it’s helpful to remember that you are a paying customer. You’re entitled to a certain level of service and a functional product. Considering what to ask for beyond a simple refund can include things like a discount on future rentals, vouchers, or even an upgrade for the replacement vehicle.
Tips for Assertive Customer Service
Being assertive doesn’t mean being aggressive. It means being clear, firm, and factual about your experience and expectations. Here are some things I learned, and some advice I’d give to my past self:
Know Your Facts: Detail exactly what happened. Note down times, dates, and names of people you spoke to. This makes your case much stronger. For instance, knowing the RPMs and the unshifting gears gives specific, undeniable proof of the vehicle’s failure.
Be Calm and Polite: It’s easy to get emotional, especially on a special occasion. However, staying calm often yields better results. A calm demeanor helps you think clearly and makes the customer service representative more receptive to your concerns.
State Your Expectations Clearly: Don’t just complain. Explain what you believe would be a fair resolution. For us, a refund for the day was a baseline. But considering the hours lost and the stress, perhaps additional compensation was warranted.
Escalate if Necessary: If the first person you speak to can’t help, politely ask to speak to a supervisor or manager. Often, these individuals have more authority to make concessions or find alternative solutions. It’s a natural part of customer service structures to have different levels of problem-solving.
Document Everything: Keep records of all communications. Emails, reference numbers, even notes from phone calls. This paper trail is invaluable if further action is needed or if there’s a dispute later on. It acts as your proof and memory aid.
Consider the Company’s Reputation: Major companies like Hertz value their reputation. They often prefer to resolve issues amicably to avoid negative reviews or publicity. Gently reminding them of the impact this situation has on your perception of their brand can sometimes be effective. Understanding your rights as a consumer can also empower you in these conversations.
Be Prepared to Negotiate: They might offer something less than what you want. Be ready to counter-offer. It’s a negotiation, not a demand. Often, companies are willing to meet somewhere in the middle to ensure customer satisfaction and loyalty.
Beyond the Refund: What Else to Ask For
When you’ve lost a significant portion of your special trip, a simple refund for the day might not feel like enough. Here are some ideas for additional compensation that we considered, and that you might too, if you find yourself in a similar situation:
Credit for Future Rentals: A voucher or credit for a future rental can be a good way to compensate for the inconvenience. It encourages continued business while acknowledging the problem. This shows the company is invested in retaining you as a customer.
Upgrade on the Replacement Vehicle: If available, requesting an upgrade to a more comfortable or premium vehicle for the remainder of your trip can soften the blow. It’s a tangible benefit that improves your experience immediately.
Reimbursement for Lost Activities: Did you miss a pre-booked tour, a special dinner reservation, or an activity that day? Document these losses and ask for reimbursement. This puts a concrete value on the lost time and activities.
Gas Reimbursement: Although minor, if you spent extra gas driving the struggling car or waiting for the tow, asking for a small gas credit isn’t unreasonable. Every little bit counts, especially when you’re already out of pocket.
Express Service at Pickup/Dropoff: For the replacement car pickup, ask if they can expedite the process. Similarly, for the eventual return, see if they can offer a quicker drop-off. Minimizing further time spent on logistics is always a win.
Apology and Acknowledgment: Sometimes, a sincere apology and an acknowledgment of the distress caused can go a long way. While not monetary, it shows the company cares about its customers’ experiences and not just their bottom line.
Remember, the goal is fair compensation for actual inconvenience and loss. Frame your request clearly and politely. This approach often leads to a more favorable outcome. Companies are generally keen to maintain a good relationship with their customers, especially when an issue was clearly their responsibility.
Conclusion: Turning a Frustration into a Learning Experience
This unexpected twist on our honeymoon was certainly frustrating. However, it also became a crash course in navigating difficult customer service situations. We learned the value of persistence, clear communication, and knowing our rights as consumers. If you find yourself in a similar predicament, don’t hesitate to advocate for yourself. Be prepared with your facts, be polite but firm, and clearly state what you believe is fair compensation. Your vacation time is precious, and you deserve to enjoy it without undue stress from service failures. Take these lessons and turn an unfortunate event into an opportunity for a better resolution. Don’t let a company’s oversight diminish your valuable time. Reach out, clearly articulate your experience, and seek the resolution you deserve to continue making wonderful memories on your trip.
FAQ Section
What should I do first if my rental car breaks down?
First, ensure you and your passengers are safe. Pull over to a safe location if possible. Then, contact your rental car company’s customer service or roadside assistance number immediately. Be prepared to provide your location and a clear description of the car’s issue.
What information should I gather when reporting a rental car breakdown?
Collect specific details: the exact time and date of the breakdown, your precise location (GPS coordinates if possible, or landmarks), the nature of the mechanical problem, and the names of any customer service representatives you speak with. Also, note down any case or reference numbers provided.
Can I get a replacement car delivered to me?
It depends on the rental company’s policy and your location. Some companies may offer delivery of a replacement vehicle, especially in densely populated areas or if the breakdown occurs far from a service center. However, in remote areas, this might not be possible, and you might need to be towed to the nearest branch.
What kind of compensation can I ask for?
Beyond a refund for the days you couldn’t use the car, you can request compensation for lost time, missed pre-booked activities, or even a credit for future rentals. An upgrade on the replacement vehicle is also a possibility. Clearly state your expectations and be prepared to negotiate politely.
How can I be assertive with customer service without being aggressive?
Be firm, factual, and polite. Present your case logically, detailing the impact the issue has had on your trip. Avoid emotional language. If the first representative can’t help, ask to speak to a supervisor. Remember to document all communication.
Should I document my interactions with the rental company?
Absolutely. Keep a record of all phone calls (date, time, representative’s name, summary of conversation) and save any emails. This documentation serves as proof and can be invaluable if you need to escalate your complaint or pursue further action.
What if the breakdown causes me to miss a flight or other non-refundable bookings?
While rental companies typically don’t cover consequential damages like missed flights or tours, it’s worth inquiring. If you have travel insurance, you might be able to claim these losses through your policy. Always check the terms and conditions of your rental agreement and travel insurance.
What if I’m injured due to the breakdown?
Your safety is paramount. If you are injured, seek medical attention immediately. Then, report the incident to the rental company and contact your personal insurance provider. Depending on the cause of the breakdown and the rental agreement, the rental company’s insurance or your personal auto insurance might come into play.
References
Forbes Advisor – Flight Delay Compensation: What You Need To Know
