Hertz - Corporate locations vs. Licensees: Absolutely ridiculous

Preface: This doesn't hold true for all licensee locations.
This is based on a few experiences I have, with today's taking the cake.

First off, I don't know what I should expect from Tupelo in the first place...Hertz and Budget share a trailer in the parking lot (apparantly, they are redoing the terminal, but it's pretty funny).

I made a reservation for 4 days, midsize car, pick up in Tupelo, return to MEM.

I get to the front of the line (which took about 30+ mins: warning if you ever have to use TUP!), and the woman can't find my reservation.

She finally finds it and says 'we were expecting you later today'. I changed my arrival time the day before via #1 desk, but apparently this didn't get to her.

Flustered, finally 'fixing' my reservation (honestly, don't know what needs to be fixed), she hands me the keys to a Ford Focus. Politely, I tell her that Focus is nowhere near a midsize car. She bluntly states "At this location it is". In a hurry, and exhausted from a long weekend of being sick, I initialed where I needed to and went out to the car.

I looked at the rental contract more closely though, and saw the 2nd problem: the rate was $35/day higher than I made my reservation for.

I called #1 for them to help -- they said they couldn't do anything, it's a licensee. They did confirm that in their world, a Focus is INDEED a compact car.

I went back into the trailer to express my dissatisfaction with the rate and the car type, and got nothing but a lot of lip. She also told me that she SHOULD charge me an add'l $30/day more because "we're a licensee and that is our one-way rate". She told me there was no way I was going to get another car so I might as well take it. Sure, fine. I'll drive 4 6+ footers up to MEM in a Focus. Yeesh.

I called Hertz' complaint line and lodged a complaint. Again, the general rudeness experienced is one thing; but my biggest problem is the rate differential (still don't know where that came from), and the fact that a licensee can classify car types differently than a corporate location. Hertz corporate told me that many licensees do this. I think it's pretty misleading.

Complaint department was very nice and said they'd follow up. I don't want compensation, I dont' want an apology, I just want my rate adjusted to what I was friggin' quoted.

OK...I think I'm done now...ahhhh, much better :)

Changing the price and type of car is indeed a scummy thing to do...

But be aware that I've seen "intermediate" example cars on Hertz' web site that had less room inside than a Ford Focus. E.g. Toyota Corolla or Chevrolet Cavalier (while the "compact" example car was a Ford Focus at the same location).

Yes, licensees often play cute games. Even worse, in their case complaining to Hertz CS may not yield all that much. Still, disputing charges with the CC company may work.

If you have a copy of the original reservation with the correct rate, I'd think your credit card company would back you up.

That aside, I also find this "licensee" business frustrating. I had a situation once where a licensee claimed I didn't fill the gas tank - the added about $12 to the bill and sent me a revised bill. I called customer relations and asked them to have the charges taken off (I am PC and rent from that location almost every month - taking off $12 should be a no brainer).

In any event, I got the "oh, this is a licensee, you have to call them" BS. I very politely told the CSR that this location has a big yellow sign that says HERTZ on it, and that from my perspective as the customer it should all be the same. I also politely pointed out that as a PC customer I shouldn't be hassled over $12. Ultimately, the CSR called the location on my behalf and got the charges taken off.

If Hertz wants to have a licensee arrangement at certain locations, that's their prerogative, but they need to do a better job of "reining in" these people to make sure that the "Hertz experience" for me is the same at all locations.

A great example in the travel industry is Marriott - my experience with them has been that although a large number of their properties are franchised, in most cases one would not know the difference between a corporate property and a franchised property, because Marriott IMO does a great job of ensuring that franchisees adhere to the same standards as corporate properties.

I remember the Licensee location in GPT said they did not honor Southwest's frequent flyert program. Not sure if I actually investigated further. Buyer beware.

My personal rule is that I don't do business with licensees who play games.

For example, the Lansing, Kalamazoo and Flint Hertz locations that refuse to accept coupons. The National/Alamo counters a few feet away get my rentals.

That aside, I also find this "licensee" business frustrating. I had a situation once where a licensee claimed I didn't fill the gas tank - the added about $12 to the bill and sent me a revised bill. I called customer relations and asked them to have the charges taken off (I am PC and rent from that location almost every month - taking off $12 should be a no brainer).

In any event, I got the "oh, this is a licensee, you have to call them" BS. I very politely told the CSR that this location has a big yellow sign that says HERTZ on it, and that from my perspective as the customer it should all be the same. I also politely pointed out that as a PC customer I shouldn't be hassled over $12. Ultimately, the CSR called the location on my behalf and got the charges taken off.

If Hertz wants to have a licensee arrangement at certain locations, that's their prerogative, but they need to do a better job of "reining in" these people to make sure that the "Hertz experience" for me is the same at all locations. I do not like the licensee arrangement either, but it is always in the super small markets, where hertz does not want to go, they just want their name everwhere. I use to have issues where I did not earn any hertz/airline points at some locations. Unsure if hertz forced them to offer points or the locations changed their minds.

Please, can anyone tell me how can one tell the difference between a corporate location and a licensee? What should I look for when booking (say, an international rental on the Hertz website - I don't recall seeing any distinguishing notation on the 'Hertz location list' (but perhaps I didn't look closely enough?)

Please, can anyone tell me how can one tell the difference between a corporate location and a licensee?

You can look at the Hertz website in the Locations section:



145 West Jericho Turnpike HLE
145 West Jericho Turnpike
Huntington, New York 11746-3605
United States
Phone: 631-427-6106
Location Type: Corporate
Hours of Operation: Mo-Fr 0600-1900, Sa-Su 0800-1600


vs



Bishop International Airport
3425 West Bristol Road
Suite 11
Flint, Michigan 48507-3182
United States
Phone: 810-234-2041 Fax: 810-234-4711
Location Type: Independent Licensee
Hours of Operation: Mo-Fr 0700-0130, Sa 0900-1900, Su 0900-0130

Thank you very much for your prompt reply. Unfortunately on hertz-europe.com, one gets the following if one searches a location:

(Location: Versailles, France)

Address: Rue des Chantiers
1 Rue des Chantiers
Sopres
ZIP/Postal Code: 78000
City: Versailles
Country: France
Telephone: 01 39514102
Fax: 01 30214136
Hours of Operation: Mo-Fr 0730-1900, Sa 0800-1200 1400-1800, Su closed.

...which doesn't specify corporate or licensee. I have a hunch most international (i.e. out of North America) locations are licensees.

I do know the one at the Dublin airport is a licensee. They slapped a €25 charge on my one-day rental because I didn't want insurance!

Their explanation was, "The charge is just in case you get into an accident and we have to do the paperwork."

"just in case?" Doesn't matter, NEVER AGAIN will I rent from that location! It was cleverly hidden.

I always carry a printout of my car rental reservations to make sure the rate on the contract matches. Whenever the rate has been changed, Hertz has always re-imbursed the difference.

Although in Europe the website does not destinguish franchises, the rental agreement you will be asked to sign does.

IMHO the worst Hertz francises for poor rental car condition and the worst service are in the Carribean and Africa. I would avoid booking in advance and see the vehicles before booking in these locations. You are likely to end up with some rusty old junker.:eek: Not to mention the local negotiable rental rates will probably beat those offered by Hertz.;)

I once rented a rusty Suzuki jeep in Tobago at my hotel at mid-day for 24 hours. The next morning at 9am I couldn't find it! So I walked over the Hertz parking spot where it was being washed and cleaned. I went to the Hertz desk to ask what was going on?:confused: The Hertz francise owner told me that he thought I was finished with the car so he took it back (using a set of duplicate keys) and was cleaning it in preparation for the next rental customer. All during the time I was paying to rent it.:mad:

I didn't argue about giving it back early, because the brakes were so bad and I had almost rolled it over during my previous drive. - Probably saved my life.:D

Sorry to hear about your experience. This is very useful information though. Had never seen/heard about these licensees; but now know to look out for them and stay away.

:eek:

I filed a complaint with Hertz about the original post story and still haven't heard back from them after almost a month.

I'll be calling again on Monday. Any suggestions as to the best place to complain to in order to see results?

IMHO the worst Hertz francises for poor rental car condition and the worst service are in the Carribean and Africa. I would avoid booking in advance and see the vehicles before booking in these locations. You are likely to end up with some rusty old junker.:eek: Not to mention the local negotiable rental rates will probably beat those offered by Hertz.;)

I once rented a rusty Suzuki jeep in Tobago at my hotel at mid-day for 24 hours. The next morning at 9am I couldn't find it! So I walked over the Hertz parking spot where it was being washed and cleaned. I went to the Hertz desk to ask what was going on?:confused: The Hertz francise owner told me that he thought I was finished with the car so he took it back (using a set of duplicate keys) and was cleaning it in preparation for the next rental customer. All during the time I was paying to rent it.:mad:

I didn't argue about giving it back early, because the brakes were so bad and I had almost rolled it over during my previous drive. - Probably saved my life.:D

:eek: Yikes - got a car booked from Hertz in TAB next May. Might look around at some of the "local" providers instead......

I'll be calling again on Monday. Any suggestions as to the best place to complain to in order to see results?

Send a snail mail letter to the Better Business Bureau -- and CC it to Hertz's customer service dept. If you go to the BBB website, you can find the local branch responsible, and find the customer service contact for Hertz. I got something resolved *very* quickly doing this; and it got the attention it needed. It basically gets a neutral person in between who fights for you...

Hertz does their best to resolve it because every negative report that goes unresolved is very unfavorable for the company's reputation.

Good luck.

:eek: Yikes - got a car booked from Hertz in TAB next May. Might look around at some of the "local" providers instead......

Ha! Ha! Ha! All the rentals are from local providers!:D Try to relax, you'll need it for the crazy roads and crazy drivers, have fun in the rainforest, at the beach and waterfall.:)