So I used Hotwire to book a car last weekend so I could drive down to Orlando to see my Dad. I know it was last minute but it was a necessary trip. Anyway I was feeling great cause I scored a great deal so I added the insurance coverage just to be safe. Within minutes of making the reservation I received two email confirmations - one for the car and another from the company providing the insurance. Several hours later I called Hertz to see if I could pick up the car earlier cause I was racing against time. Only to be told that they did not have any cars available. In fact the rep went on to say they were actually overbooked by 39 reservations so there is no way I would get a car today. 
To my delight the sales rep wasted no time in apologizing for the inconvenience and processing the cancellation. Truth is I only had to tell him twice that Hertz had no cars available before he got it. He then transferred the call to Allianz to cancel the insurance coverage. Seemed easy enough right? I wish.
After about 5-8 minutes the insurance rep comes on the line and asked how he could help me. I don't know why I thought the Hotwire rep had filled him in. God knows he had enough time while I was on hold. Maybe it's just me. Anyway I went ahead and told him I needed to have him process a refund for the insurance because I was unable to secure a car due to overbooking. What happened next was insane. The rep proceeded to recite what I feel was a script. It included him asking me if I am aware that by cancelling coverage the vehicle would not be covered. I told him there was no vehicle to insure. He continued as if I had not spoken. I kept saying "excuse me" but he kept going. So I kept on saying excuse me - did you not hear me? There is no vehicle to insure. He then said he heard me but if I don't mind he would like to finish informing me of their policy. "Are you kidding me?" I thought, "Which part of I am cancelling because the rental agency does not have a car for me to rent do you not understand?"
It boggled my mind that this person could not use his judgment to put aside his script and handle my situation based on the information provided. It became obvious to me that he was not going to deviate from the script so I just let him finish. I responded appropriately when he asked if I understood and thanked him for his help in processing my refund.
My issues with this whole incident is:
1) that Hotwire would send confirmation for a reservation when the rental agency had no available cars for rent.
2) that Hertz did not call to let me know they were overbooked and could not honor the reservation.
3) that Hotwire would process/submit insurance coverage before the car was picked up.
4) that the insurance company would process charges before the car was picked up.
5) and finally, that the insurance rep felt the need to read their cancellation policy even though it was clear that I was cancelling the insurance coverage because there was no car to insure and not because I changed my mind about having coverage.
I know we are living in an advanced "technology age" where companies are striving to be efficient and save time in the process. However sometimes that efficiency can get in the way. It seems to me that online booking companies need to develop a system which allows them to adequately monitor the amount of reservations they book to ensure that the number of reservations match the number of cars available for rent. They should also wait until the car is actually picked up before processing optional insurance coverage if selected. I'm just saying - I got issues, what about you?
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