A LETTER to Hertz car rental went viral on Wednesday when a woman claimed she was taken advantage of by the company.

The complaint was made to the company overall, but Kate Klonick’s negative experience took place at a Brooklyn location in New York City.

What did the letter say?  

A strongly worded letter is circulating on social media after Kate Klonick claims her husband, herself and their disadvantaged dog encountered unacceptable service from Hertz Corporation.

Klonick is a law professor at St. John's University – School of Law and posted the letter she sent to Hertz on her Twitter page thoroughly describing their alleged experience when they tried to rent a car on the week lead-up to Thanksgiving.

The couple made a reservation to pick up the car at noon on November 21, 2021 but Klonick claims all did not go according to plan.

Upon arrival at the Hertz Brooklyn-Barclay’s Center location, Klonick claims 15 people stood in front of them and the woman behind the desk said they were closing at 2pm and all would not be provided their car rental.

Klonick says in her letter they stood in line for two hours, but at 2pm, with only three people in line – including herself – the woman closed for the day despite alleged pleas from those still waiting in line.

While they waited, Klonick said her husband called Hertz customer service two times, but after holding for approximately 15 minutes, he was cut off and the call was ended.

Klonick claims they got through to someone on the third call, but the person they directed them to go to Laguardia Airport in Queens to request a rental. She alleges the person on the call said they would need to pay $1,800 if they wanted to change their rental.

They loaded their bags into an Uber and set off for Laguardia, which cost $42.34 for the drive. Upon arriving, Klonick claims they went to the desk only to be told that there were no cars left. She claims they called customer service three more times and were disconnected on the first two calls before getting through to someone.

Once again, Klonick alleges they were told it would be $1,800 for a rental and their contract for an initial rental fee of $414.93 would not be honored.

She alleges they were told they would have to pay $1,800 for the rental and when they refused, Klonick says they were told to return to the original car rental in Brooklyn the following day and the original rental fee would be honored.

In her letter, Klonick claims when they arrived at the Brooklyn location at 8am on November 22, the gentleman behind the desk asked if they would take a different car, the only one they had available.

They agreed, and Klonick says she gave him an $87 bottle of champagne as a thank you for his immediate assistance.

However, when the gentleman quoted the price, it was $943, and the couple grudgingly accepted. In her letter, Klonick says they needed to go to Western New York to see her husband’s mom as it was the 6-year anniversary of his sister’s death and his mom lived alone.

Kate Klonick did not respond to a request for comment.

What does Kate Klonick want from Hertz?

Due to the increased fees from traveling with Uber to find a car rental, the increased fee for the car, and the bottle of champagne, Klonick is asking for a total of $748.90.

Hertz ultimately reimbursed Klonick for these costs, according to reports.

The amount includes reimbursement for the increased price she paid of $528.07 although she says she signed the contract for $414.93.

It also includes reimbursement of $133.51 for Uber fees they took to the rental locations and $87.32 for the bottle of champagne.

Klonick says in her letter to Hertz Corporation she “deeply suspects these practices are specifically designed to extort money from people who, when put in situations where they are absolutely in need of a car will pay exorbitant fees 5x the promised price simply to get a vehicle.”

Is Kate Klonick taking additional steps?

Klonick's letter said she would file a lawsuit in small claims court if Hertz Corporation had not reimbursed her by December 15, 2021.

She also says she “will be filing a complaint with the Better Business Bureau, NYC Department of Consumer Affairs, and any state and federal equivalents.”

In her final complaint, she says, “I suspect, and your own employees have given me reason to believe, that there might be enough people for a class action suit for these kinds of fraudulent practices.

Hertz Corporation did not respond to a request for comment in time for this article.

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