Culture
Hertz Rep Expertly Dismisses Twitter Complaint About Rental Car Smelling Like Marijuana
The Hertz social media team has to deal with a lot of questions and complaints on any given day. But on Thursday, the rental car company’s Twitter account heard from someone who was especially upset that the vehicle they picked up in California was “infested with the smell of marijuana.”
The person behind the Hertz account, who identified themselves as “JG,” apologized to the dissatisfied customer and recommended reaching out to its roadside assistance line for an exchange.
We are sincerely sorry to hear this. Please reach out to our roadside assistance team at this number 1-800-654-5060 and they may be able to arrange an exchange. Additionally, a nearby Hertz location may be able to help. -JG
— Hertz (@Hertz) January 4, 2019
Well, the customer, using the Twitter handle @landryandlee, had apparently tried that already and was asked whether the car was still drivable. If it was and they still didn’t want to drive it, the company’s staff reportedly suggested getting the car towed at the customer’s expense.
“To clarify, have you found drugs in the car?” Hertz’s JG asked. “Are you in immediate danger?”
To clarify, have you found drugs in the car? Are you in immediate danger?-JG
— Hertz (@Hertz) January 4, 2019
The customer was uncertain whether there actually was cannabis in the vehicle but said “I do not feel comfortable driving the car.” Worse yet, the customer’s son had a hockey game the next morning and “I have now spent my entire afternoon dealing with this and no resolution.”
Alas, as a member of the Hertz social media team whose job generally requires them to defer complaints to employees who can handle the situation, JG informed the customer that they “cannot assist further.”
We apologize. We as the social media team cannot assist further. If you did indeed find marijuana in the vehicle please document it, remove it, and contact the authorities if you feel it's actually necessary. If you are not in any immediate danger, please follow the advice. -JG
— Hertz (@Hertz) January 4, 2019
“If you did indeed find marijuana in the vehicle please document it, remove it, and contact the authorities if you feel it’s actually necessary,” the Hertz account replied. “If you are not in any immediate danger, please follow the advice.”
The customer did not find the advice helpful.
“You really cannot help me?” @landryandlee wrote. “All I want is my rental car to be replaced….how can a rental car company not take care of this???”
“We apologize for this. Please go to your nearest Hertz location for more assistance,” JG said.
We apologize for this. Please go to your nearest Hertz location for more assistance. -JG
— Hertz (@Hertz) January 4, 2019
Hertz’s JG got props from some marijuana enthusiasts on Twitter for the chill response to what seemed to be a relatively benign situation. And one jokester followed up on the threat to ask JG whether it was possible “to have my next rental pre-loaded with pre-rolls?”
And the chill-as-always JG replied, asking the Twitter user to “DM us with your reservation number” and also “clarify your question.”
Please DM us with your reservation. number. Can you also clarify your question. — JRG
— Hertz (@Hertz) January 4, 2019
It’s unclear whether the customer ultimately got the vehicle exchange or whose team won Friday’s hockey match. This story will be updated if we learn more.
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