Renting a car in Rome can be an excellent way to explore the city and the surrounding Italian countryside at your own pace. However, as with any travel service, the experience can vary dramatically depending on the provider you choose. One traveler’s recent encounter with Hertz at Rome Fiumicino Airport serves as a stark warning for anyone considering car rental in Rome, highlighting potential pitfalls and the importance of choosing your rental company wisely.
The Initial Problem: Flat Tire and No Help
The nightmare began immediately upon leaving the Hertz rental lot at Fiumicino Airport. Just as the journey started, a tire blew. This unfortunate event quickly devolved into a frustrating ordeal due to the abysmal customer service experienced. Attempts to contact the Hertz Rome Fiumicino location directly proved futile. Multiple calls went unanswered, leaving the traveler stranded and seeking assistance. Desperate, the traveler resorted to calling Hertz’s US number, only to be misdirected to roadside assistance for Canada – a testament to the disconnect and lack of local support available. Left with no other option, the renter was forced to change the flat tire themselves, losing valuable travel time and starting the trip on a decidedly sour note.
Escalating Frustration: Failed Attempts at Resolution
Hoping to resolve the issue and perhaps exchange the potentially compromised vehicle, the traveler continued attempts to contact Hertz in Rome throughout the day, making a total of eight calls. Each attempt was met with silence. Expanding the search for help, calls were made to Hertz locations in Naples and Milan, all going unanswered. A call to Hertz Salerno finally connected, but offered no solution, citing franchise agreements and denying coverage. The Salerno representative suggested the renter simply pay for the tire repair out of pocket and continue on their way, effectively abandoning any responsibility for the faulty vehicle provided. To salvage the already jeopardized trip, the traveler reluctantly agreed to this unsatisfactory and costly solution.
The Tire Fails Again and Further Lack of Support
Upon inspection, the damaged tire revealed prior patch attempts in two locations, raising serious concerns about its overall condition and safety. Predictably, the patched tire failed again shortly after. Despite further attempts to contact Hertz Rome – an additional fourteen calls over four days – communication remained impossible. The rental car became unusable, effectively marooning the traveler. Another call to Hertz in the US yielded no helpful intervention, with representatives insisting that the issue must be resolved directly with the unresponsive Rome location. In a final attempt to get assistance, Twitter was used to find an Italian roadside assistance number. Eventually, the car was towed, but the ordeal was far from over. The roadside assistance refused to transport the stranded renter to a Hertz location for a replacement vehicle, demanding payment for a taxi, despite the renter being 60 miles from the nearest office and still having five days left on the rental agreement. At this point, the renter made the difficult decision to abandon the car and find alternative transportation back to Rome.
The Final Insult: Unexpected Charges
Upon returning to Rome and expecting some form of compensation or understanding, the traveler was met with yet another unpleasant surprise: a one-way drop-off charge. This additional fee was levied despite the car being unusable due to a pre-existing issue and the complete lack of support from Hertz. This final act added insult to injury, solidifying the overwhelmingly negative experience.
Conclusion: Choose Your Car Rental in Rome Carefully
This experience serves as a potent reminder of the importance of due diligence when choosing a car rental company, especially in Rome. While this is just one account, it raises serious questions about the reliability of Hertz’s vehicles and, more critically, their customer service at the Rome Fiumicino Airport location. For travelers planning to rent a car in Rome, it would be prudent to thoroughly research customer reviews and consider alternative rental providers known for their reliability and customer support to avoid a similar rental nightmare. While the convenience of renting from a well-known brand like Hertz might seem appealing, this experience underscores that local reputation and responsive customer service are paramount, especially when unforeseen issues arise. Consider this cautionary tale before booking your car rental in Rome and potentially look beyond Hertz for a smoother and more reliable travel experience.
