Jake Scales

I was initially told that my complaint would receive a response within a maximum of 15 working days. After hearing nothing, I called on the 16th working day and was simply told I should receive a response within the next 24 hours.

Our rental in Ireland completely disrupted what should have been a relaxing holiday. The Nissan Juke supplied by Hertz developed a gearbox fault and was unsafe to drive. Despite repeatedly explaining this, customer support initially expected us to drive it on the motorway to Shannon Airport.

Hertz instead sent a third-party engineer who merely cleared the fault codes before telling us to continue our journey. Thankfully, we insisted on a test drive, where the fault immediately returned. We then spent over 2 and a half hours dealing with contradictory instructions from customer support before eventually being taken to Shannon Airport by the recovery company to collect a replacement vehicle.

The replacement car was described as an "upgrade", but it was much larger than the vehicle we had booked and unsuitable for the narrow rural roads we were travelling on. To make matters worse, the following day the tyre pressure warning came on. An AA technician found the rear tyre had only a temporary repair plug that was slowly leaking, despite us having several days remaining on the rental.

Between the breakdown, poor communication, replacement process, and second vehicle issue, we lost over four hours of our holiday and had to cancel a significant part of our itinerary. We also incurred additional fuel, transport and toll costs.

To top it all off, there are unexplained transactions on my credit card that Hertz has yet to explain.

A very disappointing experience from start to finish. I'm now waiting to see whether Hertz resolves the complaint fairly.

Super Friendly and Ready To Help

The team at The Printroom were super helpful with getting flyers and t-shirts embroidered. Very communicative and ready to help everystep.

Be very carful when purchasing travel insurance.

I flew from Manchester to Singapore but the return flight delayed/cancelled and the next flight wasn't till 24 hours after. Without the "Enhanced Trip Disruption" you will not be able to claim on any flights unless they enter/leave the UK directly.

For my example, the flight was cancelled in Singapore, which connected in Bahrain before flying back to Manchester. I had tried claiming this which would be £50 (their policy is £25 per 12 hours) but as the flight in question wasn't going to the UK at point of cancellation I don't qualify for this compensation.

I appealed the claim as I feel like I have been mis-sold this policy but as I went through a price comparison website they will not uphold my claim of mis-sold. Even through if you go to their website directly and enter that you are travelling to Eastern Asia (which 9/10 requires a connecting flight) there is no mention that you will not be covered.

I will add, there is a tiny section about it hidden on the website if you look under "Enhanced Trip Disruption" and click on the more information button but I feel like this very deliberate. This addon should be a preselected when travelling this far and/or give the user a warning about connecting flights are not covered. I was told that I should have read the 94 page policy and that asking for this specific example would not be possible to add to the website.

After complaining I was awarded £50, not because of this, but due to a member of staff telling me I would get a callback within 2-3 days when in actuality it should be 3-5 days.

This rating is 1 star as we did get the result we wanted but damn did we have to work for it. We hired Grayson's back at the start of August 2020 as our solicitors for buying our first home which we moved into in mid-December 2020.

We had no idea what to expect or how the process should be handled. We were told we would be hand-held throughout the process but towards the end, it felt like we were doing their job for them. We had heard of nightmare solicitors, this was differently one of them.

We could use the pandemic as an excuse but at the end of the day, we were still having to do our jobs from home as well as call up the Grayson's every day for an update.

We have sent over a complaint and we are waiting to hear back from them.