Sevice by Hertz at LBA is abysmal

Do Hertz understand anything about customer relations?
Below is the transcript of a complaint I sent to this company followed by their reply. You can judge if Hertz are using a standard reply or not !!!!!
Dear Sirs
Booking Reference 265434056 LBA on 7th April
I feel that I must draw to your attention the abysmal service I received from your staff at LBA.
My wife (who is disabled) was brought to the Hertz desk by airport staff in a wheelchair. The gentleman assisting asked if we needed anything else was told by her that you would bring the car to the front of the airport. The assistant then left, with the wheelchair, and we were told where to go to meet the driver who she had spoken to and confirmed that he was on his way.
There are no seats at the pick up point and my wife and I stood there for 20mins. I returned to the Hertz desk to confirm we were waiting at the correct place. She then called the driver and announced to me that the car was now there. I obviously returned and we waited a further 20 minutes by which time I was becoming particularly annoyed and my wife more and more uncomfortable. I had taken the desk phone number and called again to be told that the driver was stuck in another car park.
The car eventually arrived and the driver informed us that she had known exactly where he was at all times and he had got to us as soon as possible.
He also went on to tell us that it would cost us £2 to exit the car park.
This was the final straw and I returned to the desk to be told “just press the intercom button and they will let you out”
There is no intercom button
I called the desk again and was told by her that she would come and sort it out.
I waited about 5 mins and gave up and paid the £2.
After about 20 minutes into my journey I decided to complain again to this lady and to tell her that I would be writing to yourselves.
I called her and started by saying that she had not come to help us at the barrier and her reply was “You aren’t still there are you?”. She then went on to say that the airport staff should have given assistance to the car park even though it was her that had dismissed them.
Our flight arrived at about 15:10 and we arrived at your desk about 16:10. It was gone 17:00 when we left the car park.
The car was perfect but the intentional misleading statements by this lady caused a great deal of discomfort to my wife and frustrated me. We recognize disabled people are more difficult to cope with and we expect to wait however had this lady simply said the car will be at the front in 20 minutes we would happily have waited in the coffee shop. Had she said “we will bring the car to the front but it will cost you £2 to exit the car park” we would not have minded one jot.
I am sure a company like Hertz has a strict code of conduct related to handicapped persons and strict policies on customer relations. Our experiences in LBA leads us to believe that they are not filtering to your staff. You may also wish to address your practical problems of dealing with handicapped people at this location.

Hertz Reply

Dear Mr N,

Thank you for contacting us. I appreciate the opportunity to review your concerns.

I sincerely apologise for the inconvenience. Our aim is to provide customers with a service experience which not only meets, but exceeds their expectations. I regret that this was not your experience and I assure you that your comments have been taken on board.

I would like to take this opportunity to thank you again for contacting us and we look forward to serving you in the future.


Yours sincerely,

Hertz