Hertz - President's Circle - not getting upgraded

Hi guys,

I've frequently rented from Hertz Manhattan locations, and it seems that the reps don't know / don't care about the President's Circle Guaranteed one-car-class upgrades. I've gotten responses such as "that only applies to airports", to "we don't have any other cars", etc. Meanwhile, there are clear upgrades sitting in the lot that they don't want to part with (or are reserved by someone paying more for them). Seems to be applied if available...

I'm not sure what else I can do other than to say they are wrong, come prepared with a printout of the website:

http://www.hertz.com/goldupgrade/

What has your luck been with upgrades, and what has worked to "educate" the reps?

Let me know if there is anything that I'm missing in the terms / conditions of this benefit.

Thanks!

As a fellow PC member I found out there is microscopic fine print that says that "the terms and conditions do not apply if the rental agent does not know or does not care." I've been to corporarte airports and they refused, because they wanted me to pay for the upgrade.

I just complain via the website. Usually get 25$-50$ in coupons for my trouble.

Some bad locations (such as YTO in-city—bad even after the new manager reached out to me) I have stopped renting from Hertz alltogether.

Call customer service and tell them how that location was awful.
They should give you $25 - $50 coupon plus it does make a mark on the location after a while if they get a lot of complaints they will change!

What has your luck been with upgrades, and what has worked to "educate" the reps?1) Ask, nicely.
2) Insist, nicely.
3) Escalate, nicely.

I've never actually reached step 3 in over 200 rentals.

http://www.flyertalk.com/forum/hertz/1270115-no-upgrade-pc.html
http://www.flyertalk.com/forum/hertz/1203303-president-circle-experiences.html

How about the agents that think an upgrade is that "Y" in front of the car class.

How about the agents that think an upgrade is that "Y" in front of the car class.Don't blame the agent, blame Hertz policy.

I also experienced similar issues with HLCs and at airports. Hertz's reward program is one of the worst.

I rent from both LGA and JFK frequently being that I live in the area. As PC, I have received one upgrade to a Volvo xc60 out of the 40 or so rentals I completed this year. I was given a Dodge Avenger for pretty much every other rental. The last few times I have rented from LGA, I have pointed out the issue to the station manager who essentially doesn't care. However, he once, after a pretty lengthy argument, upgraded me to a Genesis. Fantastic. Funny thing about this occasion, however, was the fact that I was overcharged for the rental upon return. Turns out Mr. awesome station manager created two separate contracts on that day instead of just modifying my initial reservation. I actually ended up paying $200 more that initially quoted for the rental due to his incompetence. However, I still can't help but think it was somewhat intentional because he is, what some would call, a complete...scumbag.

I have no idea why people would choose Hertz over National...especially in the NYC area.

Fifty three pages, 2000+ upgrade stories, and still counting: http://www.flyertalk.com/forum/hertz/540848-list-your-free-car-upgrades-here-53.html

Not everybody gets passed over. I don't know why; but it's clear that many do get upgrades.

Fifty three pages, 2000+ upgrade stories, and still counting: http://www.flyertalk.com/forum/hertz/540848-list-your-free-car-upgrades-here-53.html

Not everybody gets passed over. I don't know why; but it's clear that many do get upgrades.

I believe it has more to do of either the station or (at smaller stations) how well they know you.

YYZ almost always upgraded me.

YOW/YHZ/YYT would not.

After a year of few and far between upgrades I just gave up with hertz and have gone to national. Only once was I not upgraded; and was offered an additional 15% off for the inconveniance.

Most times it is a multi car upgrade (Pay for ICAR and get a Mustang GT 5.0, Edge Sport, Outback SE, FLEX etc.)

Another big difference between hertz and national is nationals cars are always very low mileage; hertz are usualy mid to high mileage.

And since National status matches; vote with your wallet!

Fifty three pages, 2000+ upgrade stories, and still counting: http://www.flyertalk.com/forum/hertz/540848-list-your-free-car-upgrades-here-53.html

Not everybody gets passed over. I don't know why; but it's clear that many do get upgrades.

I see a lot of posts in the thread, but not many actual upgrades. West coast locations look pretty consistent though.

Nevertheless, I wish you could see my National rental history this year. As an executive elite, I've never received anything below a premium vehicle on all of my full size reservations. Heck, at JFK, not only will they let me choose anything on the lot, but the staff has on multiple occasions even offered to gas up and wash a car off the return lanes for me if I want it.

Not trying to start an argument here or anything. I'm just genuinely confused as to why any frequent renter would ever choose Hertz over National...especially on the east coast.

However, I'm now pretty curious to see what sort of upgrade I will get if I rent from Hertz on my upcoming trip to LA after reading through the thread you pointed out. I'm a bit skeptical, but curious nonetheless.

Not trying to start an argument here or anything. I'm just genuinely confused as to why any frequent renter would ever choose Hertz over National...especially on the east coast.I hear you and believe your experience. I get treated at LAS the way National treats you at JFK. And the coastal divide may be an issue, as almost all my rentals are west coast: PDX, LAS, LAX or other SoCal airports.

I'm with Hertz because I pay out of pocket, and Hertz usually wins on price -- if you know the right PCs and the right ways to work the reservations system. Trust me, though, I jump through some hoops that the ordinary business traveller would not consider worth their time.

Combined with generally decent service and occasionally outstanding service, nobody can provide a better value for me than Hertz.

I think some don't realize when they are getting an upgrade. For instance, reserving a Sentra and getting a Corolla is technically a upgrade. It just doesn't seem like it :D.

It has been worse this year than it was last year. Last year I would get SUVs, Buick, Mercedes, and some cars from the Adrenaline collection. This year, my best upgrade was a Jeep Liberty.

Now, I very rarely get a *good* upgrade. Granted I always rent an intermediate, i'll take the full-size when they give it to me. It could also be that I rent 99% of my rentals from the same location. They know I'm coming back.

Just as a reference, I have 43 rentals this year.

As has been mentioned it depends on the location and on how well you are known there. I had a very strange experience of reserving an economy sized car and at the counter they told me they didn't have any available but upgraded me to a convertible instead (Mitsubishi spyder if I recall correctly). Some of my more regular locations I would get the lincolns (both old and new ones), genesis, mustang etc. I upgraded an award rental one time to a very nice escalade when we were going to Vegas and I had extra people inside. Upgrade fee was very reasonable $50 for 1 weekend. Overall I thought my experience of presidents circle was lacking, especially the number of times that regular gold cars were VERY close to the drop off point (parked under signs saying Presidents Circle) and my car seemed to be the further spot possible from drop off (Memphis airport).

Good luck with the Car upgrades.

E

I have started to hate PC...

Here is some information about me so you get the idea. I rent every week, Mon-Thu, and 99% of my rentals are from the same location. I have 44 rentals this year and rented an intermediate car for pickup. Arrived at the station and my name isn't on the board. No big deal. Finally get to the counter and I get an Altima (which I think is a full-size "upgrade") so I start to walk away while looking at my contract. Really, almost 46,000 miles? I switch cars before I even get to the lot, they give me a Mazda 3. I head to the lot and their are tons of SUVs, Impalas, and Camrys. There were only 3 other names on the board.

Arrived at the station and my name isn't on the board. No big deal. IMHO that really is a big deal. It is important to bring these issues to the attention of a manager. Managers at Hertz are pretty accessible, and can frequently be found wandering the aisles of cars (because they can't trust their computer inventory!). They can usually help you on the spot.

And your post implied you waited in line at the regular counter. I'm not shy about this either. There is usually a separate line for Gold members, and if not, I will stand in front of the long line and announce my President's Circle status if need be.

As for the final car selection, that one is really up to us when we are at the counter. For me, before they enter the car in the computer, I ask what they have and better tell them what I want. Frequently I will have scanned the lot already to get an idea of what is available.

If what they are about to enter is not acceptable to me, I ask "What else do you have?" before they even type it into the computer. Remember parenthetical above ↑ -- the computer inventory is frequently not accurate.

If you want an SUV or Impala or Camry, tell them. In your situation, a PrezCircle who wasn't pre-assigned, you are due a nice upgrade.

Finally, I try to do all this in a way that never blames the person who is helping me for the incompetence of the corporation or the other person who did not help me. That's crucial.

IMHO that really is a big deal. It is important to bring these issues to the attention of a manager. Managers at Hertz are pretty accessible, and can frequently be found wandering the aisles of cars (because they can't trust their computer inventory!). They can usually help you on the spot.

And your post implied you waited in line at the regular counter. I'm not shy about this either. There is usually a separate line for Gold members, and if not, I will stand in front of the long line and announce my President's Circle status if need be.

As for the final car selection, that one is really up to us when we are at the counter. For me, before they enter the car in the computer, I ask what they have and better tell them what I want. Frequently I will have scanned the lot already to get an idea of what is available.

If what they are about to enter is not acceptable to me, I ask "What else do you have?" before they even type it into the computer. Remember parenthetical above ↑ -- the computer inventory is frequently not accurate.

If you want an SUV or Impala or Camry, tell them. In your situation, a PrezCircle who wasn't pre-assigned, you are due a nice upgrade.

Finally, I try to do all this in a way that never blames the person who is helping me for the incompetence of the corporation or the other person who did not help me. That's crucial.


I once got rear ended in an HLE in Los Angeles, and there was a super long line full of people with no money, no credit card etc(You know the types that try to get rentals at HLE)... I had a plane to catch and went to the front and told them I needed to get the accident report done, and I was told by the agent, who fully knew I was PC, that I need to wait at the back of the line(there was no gold counter when I reserved it said there was).

I just didn't end up filing it and I was never charged or heard about it since. Was very annoyed about the treatment, as at the front of the line a mother and son was trying to rent with out a credit card and with insufficient funds. I hate that about the US HLE, I never have these types of people try to rent in Canada(at least at Hertz).

Oh and I've also noticed you are out of PDX, how are the upgrades/cars there? I will be booking F as usual ;)

Finally, I try to do all this in a way that never blames the person who is helping me for the incompetence of the corporation or the other person who did not help me. That's crucial.
Absolutely true. Collaboration trumps confrontation.

Most of my rentals (flying from LHR) are at MIA, occasionally BOS or LAX. It seems that they do try at MIA, or perhaps not, because the last three times they've 'upgraded' me to a Jeep SUV for a F reservation. Not being American, perhaps wrongly I did not see a Jeep as an upgrade and have turned it down with varying results.

I read somewhere, I think, that it's possible to find out from Hertz some time ahead what the actual car allocated is. Does anyone know how to do this? That would give me time to research that vehicle because on the whole I have no idea of the hierarchy of most US cars. E.G. does an Impala trump a Malibu etc, etc ?

I read somewhere, I think, that it's possible to find out from Hertz some time ahead what the actual car allocated is. Does anyone know how to do this? That would give me time to research that vehicle because on the whole I have no idea of the hierarchy of most US cars. E.G. does an Impala trump a Malibu etc, etc ?Sign up for Mobile Gold Alerts (http://goldplus.hertz.com/Benefits/MobileGoldAlerts).

They will send you a Carfirmation™ by email or text when your car is assigned -- which gives you very little time to research your vehicle, but at least mean you aren't surprised when you see it and can head straight to the counter, or even call, if you are unhappy with the car.

Thanks very much R.D.

To bring an old thread back up from the dead... the ever-present issue of upgrades...

Hertz.com states for PC members: "Guaranteed one-car-class upgrade or comparable benefits are offered at participating Hertz locations in the U.S., Canada and participating European locations. Maximum upgrade is to a Premium Car with a minimum reserved Mid-Size vehicle. For Compact 4-Door rentals, maximum upgrade will be to a Full-Size 4-Door car. Guaranteed upgrade is to the next car class only. This excludes Special Equipment such as Minivans, SUVs, Hertz Adrenaline Collection®, Hertz Green Traveler Collection and Hertz Prestige Collection vehicles."

Rental screen on a customer profile (as shown by rental agent at a Hertz location) read (something similar to this): MAND 1-CLASS UPGRADE A-F

Discussion Point: Particpating Location... what defines a "Participating Location?" From what has been discussed... is this a Corportate Location? Corporate Airport Location?

At my local HLE I am generally upgraded to at least a G on an F reservation, however they know me by name and know my vehicle preferences. Most other HLE's have upgraded to an F (or YF) from a C reservation, however on an F reservation many state that F (or YF) is the maximum upgrade so reserving an F will yield an F or YF. Granted that one-line can be read two different ways... MAND 1-CLASS UPGRADE A-F... is that a mandatory 1-class upgrade on an A-F reservation... or could it be read as a mandatory 1-class upgrade to an A-F class vehicle?

At an airport I have been told they don't have any upgraded G vehicles available on an F reservation, but they have a YF Captiva (or something of the like) instead of a Malibu. Or they choose the Toyota Camry F6 of a previous model year as an upgrade on an F.

The million dollar question... what does "Upgrade" mean and where does it apply? It seems pretty straight forward but as many can attest... it really isn't quite that simple!

The million dollar question... what does "Upgrade" mean and where does it apply? It seems pretty straight forward but as many can attest... it really isn't quite that simple!I think you've answered the question in your post -- it's all about the relationship. The HLE that knows you by name and knows your likes gives you the best service. Elsewhere not so much.

But I know that you can get the same great service at a large airport location if you get to know them. I have cell phone numbers at some places. Just yesterday I sent a text to a manager with my request, which he quickly took care of, and I greatly appreciated. This is only possible because I've developed the relationship over a few years.

My understanding is that F is supposed to get an upgrade to P. Unfortunately, a lot of locations don't have a lot of P inventory (except in the days of the Crown Vic, there were plenty but who actually wanted one?!?!?). So they think they can upgrade to a YF from F. Had many an argument over this with various Hertz locations.

After years of PC, I've left, mainly because of the inconsistency of upgrades, and gone to National. Been happier overall, with newer, lower mileage vehicles, choice, and generally better cars as an Exec Elite.

What is P? Is that basically a "G" Premium?

I will not take a Nissan Maxima as a Premium. Usually at the HLE's they have a Buick Lacrosse if I happen to get upgraded to a "G." The airports I use tend to have the Maxima's. Just luck of the draw I suppose.

And I agree it does often times come down to the relationship with the staff at the location. A little bit goes a LONG way :)

P is (was?) Premium - maybe it's G now? And yeah, seems like Maximas/Avalons are considered premium. Would take one of those any day over a Lacrosse. We are all a bit different ;)

"Discussion Point: Particpating Location... what defines a "Participating Location?" From what has been discussed... is this a Corportate Location? Corporate Airport Location? "
The Hertz.co.uk website includes a list of 'participating locations' within Europe, it may surprise many on this board how few locations are on the list.

I have historically found it rare to be upgraded from F to G; it seems to be easier to get a small SUV (YQ/Q4) than a Premium. However, in recent months the "Carfirmation" emails have featured a link that allows you to choose another vehicle. Every time I have used this I have been presented 3 choices - one free upgrade to G (I have seen Taurus, Crown Vic, and Maxima) and two paid upgrades (usually SUVs or vans in the $25-30/day range). Upon selecting the free G upgrade, the agents should be willing to swap to any other G on the lot.

I have historically found it rare to be upgraded from F to G; it seems to be easier to get a small SUV (YQ/Q4) than a Premium.
That also has been my experience.

However, in recent months the "Carfirmation" emails have featured a link that allows you to choose another vehicle. Every time I have used this I have been presented 3 choices - one free upgrade to G (I have seen Taurus, Crown Vic, and Maxima) and two paid upgrades (usually SUVs or vans in the $25-30/day range). Upon selecting the free G upgrade, the agents should be willing to swap to any other G on the lot.

Great tip. Thank you.

HLEs pretty much do whatever they want. I'm only PC for airport locations. I rent Philly 30th St Train Station and NYC W 34th St all the time and never get an upgrade.

The main problem is inventory. A lot of HLEs don't have premiums.

As a fellow PC member I found out there is microscopic fine print that says that "the terms and conditions do not apply if the rental agent does not know or does not care." I've been to corporarte airports and they refused, because they wanted me to pay for the upgrade.
Good one. It is amazing how many don't know or claim to not know.

HLEs pretty much do whatever they want. I'm only PC for airport locations. I rent Philly 30th St Train Station and NYC W 34th St all the time and never get an upgrade.

The main problem is inventory. A lot of HLEs don't have premiums.

That's why I make a one day one way rental from the Airport, and renew the rental (separate rental contract) at the HLE. HLE Manager is happy, I am happy, and the other customers are happy.

I rent a ton from the Chicago HLEs. My UG rate without asking is about zero, even after writing to corporate. OTOH, my success rate when not taking no for an answer is about 80%. Eventually, they will find and deliver a premium car somewhere and deliver it to you. You just need to factor extra waiting time.

But to the point made by others, getting to know the area manager is a good idea. When I have a longer rental (i.e. more than a weekend), I drop them a note a few weeks out and ask them to do what they need to to make sure a premium is available. This has resulted in a Camaro SS convertible last time, and I am working on another one now where the response is "what kind of car do you want to drive?"

It's not the way things should work, but absent self-help, the company is not really interested in changing, so it's that or a Malibu.

I still wonder as the computer screen they see says MAND 1 CAT UPGRADE A-F. Could Hertz make it a little more clear internally so there isn't this disconnect between their public website and internal Pre and Post-Rent screens? I think that would help and improve customer service. In speaking with some employees at HLE's as well the training they receive focuses on up selling, not really how to use the computer or the upgrade policies.

My biggest disappointment as a PC is that the car seems to be farther away than it did as a 5*. I find myself walking past dozens of cars at smaller stations, and sometimes hundreds at larger ones. Why can't they manage to at least get the PC rentals located near the front?

ETA: Here I stand corrected. Rented Friday at FAT, and my car was in 1A. ^