Hertz - Downgrades: What can we do ?

I was several times not upgraded and several times downgraded at a certain station.

Do I need to accept that? What can I do against it?

I was several times not upgraded and several times downgraded at a certain station.

Do I need to accept that? What can I do against it?

What's your status? Upgrades are not guaranteed unless you are PC.
Have you tried contacting the manager at the facility if you are frequent renter there? Developing a personal relationship with him/her can go a long way to ensuring better or more consistent treatment.

I was several times not upgraded and several times downgraded at a certain station.

Do I need to accept that? What can I do against it?

I tend to enjoy the many service failure coupons that Hertz sends me in these situations... it has stopped lately, and I think the message has come down from up-high that they wish not to have to send these to me anymore.

-Brian

What's your status? Upgrades are not guaranteed unless you are PC.
Have you tried contacting the manager at the facility if you are frequent renter there? Developing a personal relationship with him/her can go a long way to ensuring better or more consistent treatment.


My status is right now 5* and will be PC after two more rentals (which I will have tomorrow).

The facility manager himself is not interested in a "good service" because he thinks that my rates are too low :td:

I tend to enjoy the many service failure coupons that Hertz sends me in these situations... it has stopped lately, and I think the message has come down from up-high that they wish not to have to send these to me anymore.

-Brian


Vouchers? How can you get them?

Vouchers? How can you get them?

I email hertz through the website with details on the service failure. I never ask for compensation but always get it.

My status is right now 5* and will be PC after two more rentals (which I will have tomorrow).

The facility manager himself is not interested in a "good service" because he thinks that my rates are too low :td:

Well what are your rates? If you're at HLE then the margins are very low. I never downgraded anyone but I certainly wasn't going out of my way to upgrade anyone with certain rates.

Well what are your rates? If you're at HLE then the margins are very low. I never downgraded anyone but I certainly wasn't going out of my way to upgrade anyone with certain rates.

Customer service at it's best ^:rolleyes:

Customer service at it's best ^:rolleyes:

You can't expect the same level of upgrades on a weekend special HLE rate as you do when you are paying an airport premium rate.

Sorry, but you are not a customer worth keeping if they can't make money. Try Avis.

You can't expect the same level of upgrades on a weekend special HLE rate as you do when you are paying an airport premium rate.

Sorry, but you are not a customer worth keeping if they can't make money. Try Avis.

As a PC, I am guaranteed a one class upgrade—if I don't get it, I let corporate know. I usually get more in service recovery coupons then I paid for the rental.

If the location doesn't like the rates, complain to corporate, not to the customer.

But nice attitude!^

As a PC, I am guaranteed a one class upgrade—if I don't get it, I let corporate know. I usually get more in service recovery coupons then I paid for the rental.

If the location doesn't like the rates, complain to corporate, not to the customer.

But nice attitude!^

The OP said they were a Five Star. When they get their two more rentals and become PC then they are entitled to upgrades. In that situation, I gave Y cars as upgrades.

My branch was consistently among the higher customer service scores. My attitude was fine but I had absolutely no problem telling customers who I couldn't make money off of to go somewhere else if they complained about upgrades.

You said you were a Five Star. When you get your two more rentals and you become PC then you are entitled to upgrades. In that situation, I gave Y cars as upgrades.

My branch was consistently among the higher customer service scores. My attitude was fine but I had absolutely no problem telling customers who I couldn't make money off of to go somewhere else if they complained about upgrades.

I am not the OP. FYI, from my experience as of late, being higher rated in customer service scores these days with Hertz does not mean much... Which location are you at?

Scores of 0-5 are -100, 6/7 0 points, and 8/9 are 100. I averaged around 75 so yes, that is pretty good.

This isn't a customer service issue, though. If someone is offering you $100 and it costs you $110 to provide the service that they want then you have lost regardless whether or not they rent from you 1x or 40x a year. That is a situation where you tell them to go somewhere else. If you run a business where you offer your service at less than cost then please let me know what kind of business you run so I can sign up as a customer.

Scores of 0-5 are -100, 6/7 0 points, and 8/9 are 100. I averaged around 75 so yes, that is pretty good.

This isn't a customer service issue, though. If someone is offering you $100 and it costs you $110 to provide the service that they want then you have lost regardless whether or not they rent from you 1x or 40x a year. That is a situation where you tell them to go somewhere else. If you run a business where you offer your service at less than cost then please let me know what kind of business you run so I can sign up as a customer.

Hey, it is Hertz who is offering the rates, not me. I suggest you take that up with the rate office... I can only assume Hertz makes money off of me, they keep renting me cars.:rolleyes:

Scores of 0-5 are -100, 6/7 0 points, and 8/9 are 100. I averaged around 75 so yes, that is pretty good.

This isn't a customer service issue, though. If someone is offering you $100 and it costs you $110 to provide the service that they want then you have lost regardless whether or not they rent from you 1x or 40x a year. That is a situation where you tell them to go somewhere else. If you run a business where you offer your service at less than cost then please let me know what kind of business you run so I can sign up as a customer.

I couldn't stay out of this. You're saying that telling a customer to go to a competitor makes more sense than trying to strengthen customer loyalty? Does your employer know this?

The economy rates are good as long as people are getting the cars they are supposed to. Again, I never downgraded anyone unless I had to. If I did downgrade them, I always found a solution that they agreed with. If they were PC, they got a modest upgrade. People who were not entitled to them did not.

Arizona: Not every customer is worth saving. There are people out there that believe that the customer is always right and those are the people who have never dealt with customers. For the record, I voluntarily left my position with the company earlier this year. I do not represent them in anyway.

This really isn't worth arguing. If you feel that I have a bad attitude then so be it. You're entitled to your opinion just as I am.

Well what are your rates? If you're at HLE then the margins are very low. I never downgraded anyone but I certainly wasn't going out of my way to upgrade anyone with certain rates.

The rates should actually not matter, should they?

My rates are ~ 30 $ per day which I have to pay at the station. And I know that the rates were lowered by Orbitz for 50 $ during the promotion period.

Experience at Basel (2 rentals this year): upgraded from B to H (Mercedes C) ^

Experience at Munich (1 rental): neither up- nor downgrade

Experience at Zurich Hardturm (~ 20 rentals this year): Never ever an upgrade and sometimes even downgrade.

Situation recently at Zurich Hardturm: When I argued that I don't want to have an A class I was told by the very rude employee, that he will for sure not give me an upgrade with my low rates. He further said that he will cancel my reservations if I am not happy with what I get and he also threated to put me on a black list so that I won't be able to rent any car around the world.

Such staff members - and therewith Hertz - is a shame. If the allow to book such low rates its there fault, not mine!

As a side note: Does anyone know what a "black list" is?:mad:

Apparently if the standard rate is the same as full size, and you reserve full size but they give you standard, that's not a downgrade.

According to our Ottawa Headquarters, the Group F reserved and the Group YC driven are the same rate. We regret you feel you were downgraded.
...
We are always concerned when a customer is disappointed with a rental for any reason. Unfortunately, the rental information available to us does not indicate a refund is due. However, as a gesture of our concern, a $25.00 Hertz coupon is being mailed to you. It is valid for rental pickup through December 31, 2010 and can be used at any participating worldwide rent-a-car location.

The rates should actually not matter, should they?

My rates are ~ 30 $ per day which I have to pay at the station. And I know that the rates were lowered by Orbitz for 50 $ during the promotion period.

Experience at Basel (2 rentals this year): upgraded from B to H (Mercedes C) ^

Experience at Munich (1 rental): neither up- nor downgrade

Experience at Zurich Hardturm (~ 20 rentals this year): Never ever an upgrade and sometimes even downgrade.

Situation recently at Zurich Hardturm: When I argued that I don't want to have an A class I was told by the very rude employee, that he will for sure not give me an upgrade with my low rates. He further said that he will cancel my reservations if I am not happy with what I get and he also threated to put me on a black list so that I won't be able to rent any car around the world.

Such staff members - and therewith Hertz - is a shame. If the allow to book such low rates its there fault, not mine!

As a side note: Does anyone know what a "black list" is?:mad:

I'm not saying it is your fault that you can book low rates. All I am saying is that it is not feasible to provide upgrades to people who are not entitled to them on low rates. If you are saving a ton of money then go ahead and book a higher class. I don't blame you for being thrilled about an upgrade from a compact to a Mercedes C. I would be happy as well. The problem when counter staff do this is that it sets an inappropriate level of expectation for the renter on future rentals. If your rate was $30 and they put you in a Mercedes then they lost money and this is something that cannot happen consistently. If your rate was $100 and they put you in a Mercedes C then all is still well on both sides even if that upgrade happens 100% of the time.

In regards to the "black list" - your complaint does not warrant you to be put on the "black list" and if you remember the manager's name then I would go ahead and report him/her. People on that list are on there for reasons such as too many accidents, DUI's, conversions (This is when a renter steals the car - people who come and just steal a car is theft but when a rented car is not returned by the renter then they call it a conversion because they have converted it to their personal car :rolleyes:), violating rental terms, and other serious offenses. You complaining about not getting an upgrade is not a valid reason to put you on that list. It is absurd that he would threaten you...let alone with such a baseless threat.

The economy rates are good as long as people are getting the cars they are supposed to. Again, I never downgraded anyone unless I had to. If I did downgrade them, I always found a solution that they agreed with. If they were PC, they got a modest upgrade. People who were not entitled to them did not.

Once in a while Hertz offers a coupon for a free tank of gas for midsize or larger at airports. Considering that in certain cases a tank can equal the cost of a day's rental, how did Hertz handle that? Granted, those coupons tend to come out when gas prices spike, and it's one free tank.

I have been downgraded for four of my last five Hertz rentals. On each occasion, no comment was made, I was simply given the keys / car was in the gold bay. On three of the four I noticed immediately, and asked the counter rep why I was being downgraded. Lack of availability was the reason each time. The first time it happened the rep offered me a free tank of fuel - worth approx £60. On the subsequent two occasions, I requested and recieved the same when it became clear that no better car was available. On one of those occasions I was very disappointed having reserved an Audi TT (guaranteed model availability) as a special treat. Most recently, I was met by a counter rep who said "We have a brand new Megane for you sir!" so enthusiastically that I didn't realise I'd been given a group lower than I'd reserved until I noticed on the key fob having left the rental station. On return, I mentioned it when asked if I was happy with the rental, and was immediately offered a $50 voucher.
So, all in all, Hertz staff have always done their best to see me right when downgrading me, but I've always had to point it out first.

Once in a while Hertz offers a coupon for a free tank of gas for midsize or larger at airports. Considering that in certain cases a tank can equal the cost of a day's rental, how did Hertz handle that? Granted, those coupons tend to come out when gas prices spike, and it's one free tank.

Yeah, I don't know whose brilliant idea that was but locations handled it...the coupon was legitimate so there really wasn't anything to do except honor it.

The economy rates are good as long as people are getting the cars they are supposed to. Again, I never downgraded anyone unless I had to. If I did downgrade them, I always found a solution that they agreed with. If they were PC, they got a modest upgrade. People who were not entitled to them did not.

Arizona: Not every customer is worth saving. There are people out there that believe that the customer is always right and those are the people who have never dealt with customers. For the record, I voluntarily left my position with the company earlier this year. I do not represent them in anyway.

This really isn't worth arguing. If you feel that I have a bad attitude then so be it. You're entitled to your opinion just as I am.


While you make some valid business points, I admit I was put off by some of your comments and perspective. I do agree that some customers are not worth keeping or saving, but Hertz does not seem to understand that. They reward customers with status based on # of rentals, not revenue or profit. And if the revenue does not cover the cost, then the problem is internal (either in the published rate and/or promotion available) and not with the customer. You would take advantage of the best total cost if you were in the customer's position. And I would challenge you to think about the true marginal costs involved, not how a location is charged costs. Those could be two different things to he company.

And while the customer may not always be right, they are never wrong. Said differently, trying to argue with or diminish the value or opinion of a customer is generally a losing proposition. At some future point, they may be a more lucrative customer, but they won't consider your product/service because you pissed them off.

While you make some valid business points, I admit I was put off by some of your comments and perspective. I do agree that some customers are not worth keeping or saving, but Hertz does not seem to understand that. They reward customers with status based on # of rentals, not revenue or profit. And if the revenue does not cover the cost, then the problem is internal (either in the published rate and/or promotion available) and not with the customer. You would take advantage of the best total cost if you were in the customer's position. And I would challenge you to think about the true marginal costs involved, not how a location is charged costs. Those could be two different things to he company.

And while the customer may not always be right, they are never wrong. Said differently, trying to argue with or diminish the value or opinion of a customer is generally a losing proposition. At some future point, they may be a more lucrative customer, but they won't consider your product/service because you pissed them off.


Fair enough. ^