Hertz - No ZE1 at Columbus Airport?

While returning a rental at the Columbus Airport Hertz location, I noticed that the Hertz rewards designation was not on my rental record. After returning the car, I walked inside to talk to the Gold desk about adding it to the rental. The agent said "Oh, are you talking about the ZE1 thing? We dont participate in that program, as we are an independent franchise". I found this very strange. I asked why and he claimed that they "dont have the ability to hook up our computers with the corporate office". Now doesnt that sound like a huge load of kaka! Anyway, it was not major deal as he WAS able to give me Delta miles instead.

Am I the only one who finds it strange that this location can give out airline miles, but not points in their OWN program?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Pointfreak!:
Am I the only one who finds it strange that this location can give out airline miles, but not points in their OWN program?
</font>

The Hertz at the Lincoln, Nebraska airport is a franchise location that does not participate in ZE1, either. The following is from an email I received from Hertz in reply to my request for ZE1 points:

We've received and attempted to process your request for credit through the #1 Awards Program. Our records indicate that the rental in question was booked at a non-participating licensee location, Lincoln, NE. Consequently, this rental does not qualify for Hertz Awards credit. Hertz licensee locations are individually own and operated, therefore we have no control over which locations wish to participate in the Hertz Awards program You are able to receive partner Airline or Hotel points/miles and we would be glad to post your past Lincoln, NE rental for you.



[This message has been edited by isogyre (edited Feb 09, 2004).]

&gt;&gt;therefore we have no control over which locations wish to participate in the Hertz Awards program&lt;&lt;

What a load of BS. How about "Participate or we pull your franchise license"!

If a franchisee suddenly decided to change the Hertz logo or start renting beat up old cars, would Hertz claim "we have no control because it's a franchise"? I think not!

I wonder if you can redeem certificates earned through ZE1 at these locations? That would be interesting to know.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Pointfreak!:
How about "Participate or we pull your franchise license"!</font>


You are correct, up to a point. As a lender to several franchisees (including one Budget but no Hertz) I can share that state laws limit the franchisor's power to "force" participation or pricing. At the same time, franchisors regularly audit the local units for service quality, adequate fleet size, etc. A "noncooperative" franchisee might expect more frequent and harsher audits. (I've seen this in fast food.)

All that bbeing said, do you think that Hertz really cares if Columbus, OH and Lincoln, NE are in ZE1?

&gt;&gt;do you think that Hertz really cares if Columbus, OH and Lincoln, NE are in ZE1?&lt;&lt;

They should. These are their most loyal customers, and that is supposed to be the whole point of a frequent customer program...to reward those who stick with you! It's Marketing 101. I was also told by the counter boy that Columbus is the largest indepently owned Hertz franchise in the US.

Now that I know I will not recieve ZE1 points at these locations, I will shop around for the best price deal. I stick with one airline/rental car/hotel to maximize my point accrual. If ZE1 points are not a factor, the game changes drastically and I have no loyalty.

It just seems stupid to me...like a McDonalds franchise choosing not to carry Big Mac's. It undermines the entire brand.



[This message has been edited by Pointfreak! (edited Feb 11, 2004).]

Wheeeew! Last year I had rants on franchisees this and the Marriott forum. Oh let's do it again. Rant On:

Many franchisees are the worst service providers in hotels, rental cars, moving trucks, you name it. Many franchisees don't care about your business, customer loyalty etc. Complain to them and they will tell you to take your business elsewhere. (I am not the only on on FT to have this experience) They are worlds away from the Hertz that we know and love.

Only thing I can tell you is hammer Hertz corporate with letters communicating your treatment. The corporate office really needs to beat these rogues into shape.

[This message has been edited by NeoOfTheCRS (edited Feb 11, 2004).]

What address/person would be the best to send a letter to for the most impact?

&gt;&gt;do you think that Hertz really cares if Columbus, OH and Lincoln, NE are in ZE1?&lt;&lt;

They should. These are their most loyal customers, and that is supposed to be the whole point of a frequent customer program...to reward those who stick with you!

Well considering they have over 6000 locations world wide, I agree I don't think they are going to mind that 2 locations or even 100 locations dont want to particepate.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by pokes:
I agree I don't think they are going to mind that 2 locations or even 100 locations dont want to particepate.</font>

Yeah...I guess you are right. When a company becomes that big, who cares about consistency and customer satisfaction! As long as the majority of our customers are happy, screw the others. I mean whats a hundred black eyes on your brand when you have 6000 locations!

&lt;sigh&gt;

Starbucks has thousands of locations. Do you think their corporate management would care if just one franchisee decided to start using styrofoam cups or providing powdered creamer? It doesnt affect the core product...right? Or would they say "well we have over 6000 stores...this is just one." I guarantee you they would be all over this franchisee like white on rice.

Face it...it's just bad brand management.

At least, the Columbus OH Hertz location (which I had issues with in the past over the non-participating franchisee 10 years ago) takes credit cards.

Starbucks locations in Target Stores do not even take Starbucks' own gift cards!!!

This is a major pet peeve of mine across the board: a franchisee of ANY company that doesn't follow the programs, processes, and products of the main brand.

I don't care if it's a Subway that is way too dirty, a Starbucks that won't take a Starbucks gift cert, a rogue Sheraton that won't give SPG points, or a rental car location that won't follow process. It p*sses me off when I run across this garbage.

These brands need to do a better job of ensuring CONSISTENCY. Hertz may not be able to FORCE Lincoln to follow process, but they can surely say "You are no longer a Hertz. Have a nice life."

I have always thought of Hertz as a company that does a pretty good job at this. I have never been to a rogue Hertz location. (I have been to rogue Budgets before that were terrible.) Thank goodness...

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by pinniped:
Hertz may not be able to FORCE Lincoln to follow process, but they can surely say "You are no longer a Hertz. Have a nice life."</font>


That was exactly my point. Thanks for restating so well!


PF

FWIW, the franchise locations also don't take coupons (but they do take CDP codes).

"but they can surely say "You are no longer a Hertz. Have a nice life.""

Umm, I doubt it very much. When the franchisee purchased the rights, they agreed to a set Terms on purchase. The Franchisor cannot then require additional agreements. Same as the issue with Burger King wanting the Australian Franchise owner to change the name fro Hungry Jacks to Burger King after the company managed to get the rights to the BK name in Australia

Dave

&gt;&gt;When the franchisee purchased the rights, they agreed to a set Terms on purchase&lt;&lt;

Exactly my point. Hertz should have those things written in their franshisee contracts, as I am sure they do with other important items (use of the logo, etc).

&gt;&gt;to change the name from Hungry Jacks to Burger King&lt;&lt;

Yeah, but thats just because "Hungry Jacks" is a goofy name. http://www.flyertalk.com/forum/tongue.gif



[This message has been edited by Pointfreak! (edited Feb 29, 2004).]

Found this same error for MFE location. Had to put this rental towards US miles instead of Hertz.

Is there a handy list anywhere of locations that are franchisees (or those that aren't)? I sometimes rent from out of the way places and would be curious before I depart on these excursions if I'm renting from a franchisee.

Is there a handy list anywhere of locations that are franchisees (or those that aren't)? I sometimes rent from out of the way places and would be curious before I depart on these excursions if I'm renting from a franchisee.


This info will show up while making a reservation on the right hand side of the page under "Your Reservation So Far". It will say "Location Type" and "Corporate" or "Independent Licensee".

CMH also doesn't participate in the guaranteed availability program for PC members. On the flip side, they have tons of VW cars at CMH, if you're into sporty German wheels. I was told the owner of that Hertz location is also a VW dealer...

I hate renting Hertz cars at Columbus OH. Every time they do something out of the Hertz norm and are quick to tell you that they are NOT company owned and can do pretty muck what they want to. Frankly I have about had it with these rebels there.

The Hertz locations at Lansing, Flint (and maybe Kalamazoo) Michigan are franchises and don't take coupons. Should I assume they don't award ZE1 points either?

The Hertz locations at Lansing, Flint (and maybe Kalamazoo) Michigan are franchises and don't take coupons. Should I assume they don't award ZE1 points either?

I know AZO is a franchise that doesn't take coupons or award ZE1 points and is best avoided.

Also, add TVC to the list of Michigan Hertz independents.

I couldn't get ZE! points for a June rental in Paris (France.) Adding to the
frustration a little bit, I actually asked if I would get my points during the rental and was told yes. When I didn't get them, and I complained, I was told they weren't offered but I could get miles, which I did.

The lesson of this experience, and this thread, is that the ZE1 program has changed categories. I used to think of it as one more thing not to worry about. Now it is one more thing to worry about. I don't know if the
"non-participating" category is 4 locations out of 6000, or 40, or 400, or 1000.
No-one on this thread has offered an informed guess.

The added uncertainty is more frustrating than the missing points. IMHO, this
is how a "loyalty" program can turn into a "disloyalty" program.

ZE1 points are only earnable in the USA. International rentals don't count.

I picked up my latest Hertz rental in FNT a couple days ago and this franchise location (the same francise company that owns LAN and TVC) insists they award ZE1 points, even though they continue to not accept coupons. I'm skeptical, but when I turn the car in I guess we'll see!

CMH also doesn't participate in the guaranteed availability program for PC members. On the flip side, they have tons of VW cars at CMH, if you're into sporty German wheels. I was told the owner of that Hertz location is also a VW dealer...
Byers Automotive is the franchisee and also has VW, Subaru, Jaguar, Volvo, Chevrolet, Chrysler, Toyota, Cadillac, Audi, Porsche, and Mazda new car dealerships in the central Ohio area.

ZE1 points are only earnable in the USA. International rentals don't count.


And apparently since my ZE1 number is permanentaly hard-coded into my profile, I can't even reserve International car rentals online -- I get an error saying ZE1 Invalid or something! (I guess I could call and get the ZE1 removed...)

Please delete.

I hate renting Hertz cars at Columbus OH. Every time they do something out of the Hertz norm and are quick to tell you that they are NOT company owned and can do pretty muck what they want to. Frankly I have about had it with these rebels there.

About 10 years ago, HERTZ in CMH didn't honor my corporate contract. They had an extremely nasty attitude about it. I called Hertz and they said that there was nothing they could do.

I never again have rented from Hertz in CMH. There are other car rental firms in CMH with perfectly good employees.

Agreed on the poor attitude at CMH! I still use these jokers since its the easiest w/ #1 Gold.

-Usually have to ask for the upgrade.
-No "can do" attitude that Hertz is known for.
-Cars are usually run a little on the ragged side

I wish Hertz corp. would see these postings on FlyerTalk or put some pressure on this location. Its just bad for Hertz' image.

Wtip

My company used to rent from National but then they p*ssed off the wrong person at the top and we have been with Hertz ever since. BTW we are a a 5 billion dollar company. National lost a lot of money!!