Complaint Review: hotwire

I supplied proof to American express platnuim, which guarantees to cover the customer no matter what. I arrived to Santa Barbara Airport without a car reservation. The price was higher so I sat down and booked it on Hotwire.com

The date was September 21 and I needed the car for 2 days. When I added my Amex cardinto the system the dates on the scree were Sept. 21-23. I got up from the seat walked 10 feet to the Hertz counter and gave them my reservation number. They replied "we have no cars"... They proceeded to ask how I booked it, Hotwrie he went into the system with my name and said you booked for Sept 28 to October 12th ??. What, I replied.. They said we caqnt help you, you must call hotwire.

I phoned them and said what I wrote above and a very rude woman said you booked these dates. I said why would I book dates weeks away...She argued and said I could do Nothing Period. I said this was 10 minutes ago ...so knowing I was right I hung up and booked a new reservation with Hertz on Hotwire for the dates 9/21 -9/23. immediatly when it asked for payment the dates miraculacly changed to Sept 28- October 21... Stupid me should have taken a screen shot. I showed the Hertz person at the counter his reply was "you are not alone this happens to customers all the time with Hotwire".

I was with a friend her and I were feeling like we were crazy, so I went back on the hotwire and choose Alamo Sept 21-23 and it went directly through. I felt that I knew I was going to turn this info to Amex if infact i was billed. So, I booked again with hotwire and Alamo for proof I needed the car that day. I  regret not calling Amex at that moment however it seems that it would not have done any good.

here is what I supplied Amex

Proof I never picked up a car from Hertz  Reservation # YA46834 on Sept 28-

and Proof from Alamo I did get a car through Hotwire on Sept 21 Reservation 687394833 emailed from Jorge.haro@ehi.com

Proof of my 2 phone calls and the length of time between booking one online nd the other.

responce to Amex is a complete JOKE, Stating

*the cardholder claims Hotwire booked the reservation dates.

*at no time did the customer call or send incorrect information SEE CASE NOTES ***they replied HW clearly states all bookings are final.. CH agreed to terms of use. Yes but not to the fact the dates were changed!

*Hotwire can not be responsible if the cardholder entered the wrong dates.

*The card holder is asked several times prior to completing the purchase to review the rental information. Like I am going to read all the fine print in a airport with 3 young childen.

*the cardholder purchased a non refundable reservation. The cardholder was to agree to the terms before completing the purchase.

*Hotwire does not permit changes, refunds, cancellations, transfers or exchanges once a purchase is complete. ALL SALES ARE FINAL.

*Hotwire will not refund the customer

Seems like they need to write this so many times to cover thier a*s when good people like me get ripped off by them.

Here is the Topper,

Case notes:

Itinerary # 3972230350

By Melanie (APAC MAD Sept 21 2014 At 143.pm

Accnt vrfd/tt Kim _ K____//Booked wrong dates//offered R/R //24 hrs//checked availability//high rate//does not want to book b/c of high rate she is seening a lower rate on the website.//adv tou

This is a complete Lie, and clearly shows that I called and let them know the dates were wrong. She continued very rudly to say if I wanted a car with Hertz it was 30$ more. WHEN Hertz had no cars.

I did rebook with Hotwire AS GOOD WILL TO PROVE I WANTED THE CAR THAT MOMENT. it was a glitch in their system and if i need to bring witness to court I will do so.

Please if there is a class action case similar I am In and buyer beware, NO longer does a very very good Platnium customer count. Never use this ripoff HOTWIRE again.

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