Hertz - Shame on Hertz FLL

As a Hertz President Circle member and having just gone through a horrible experience with Hertz, I feel obligated to share my episode with my fellow flyertalkers. After my last multi months rental expired, I decided to take out another MMR. Booked in F class, I picked up my car at a local HLE where they put me in a nice Toyota 4runner suv. Living on the beach and having difficulty finding parking on a daily basis, i decided that this car was too big and attempted to switch it out at the same HLE where they didnt have anything available. I decided to go to FLL airport and try my luck there. The lady at the counter was more than pleasant to deal with, however she had no authority to give me an upgrade and asked the station manager If she can give me an upgrade. He proceeded to tell her that I'm entitled to a Full size car or a small SUV. In other words, he wanted to DOWNGRADE me from my current full size SUV. I told him again that I was president circle but he shrug his shoulders and disappeared in the back. I went out to the lot to look for something decent as I decided this endeavor wasn't going to be fruitful, so I came back asking her to give me the brand new Toyota Avalon parked outside. She went to the back office and asked him again and he wouldnt even give me the Avalon. I didn't even want it but considering it was a new car I would have taken it for the time being. I was SHOCKED when I was denied the Avalon. In the past I've been upgraded to H3, Cadillacs etc and this guy didnt even want to give me the Avalon. I asked for her to get the manager to come out and talk to me directly. I was waiting there for 20 min and he didnt come out (it was midnight, there were NO CUSTOMERS, he basically ignored me). Frustrated and tired I decided to just get another car and leave but this is not what a president circle member or any other customer should be treated. Considering how much money i spend in rentals im seriously thinking about switching to Avis.

Avalon takes more parking space than a 4-Runner.

4-Runner
Length: 189.2
Width: 75.2

Avalon
Length: 197.2
Width: 72.8

I am pretty sure they know that too and do not believe you as a result.

I don't find your complaint credible.

The basis of your argument is that the 4Runner is too big, but you won't take a F size car or compact SUV?

Presidents Circle is only entitled to Premium class as an upgrade. Premium class is a Grand Marquis, even bigger than the 4Runner. The full size Ford Taurus is also larger than the 4Runner, 201.8 in long vs the 4Runner at 189.2. Then you go and ask for an Avalon which is an H class, even higher than premium?

Obviously you like nice cars, with Mercedes Benz C280 right in your username. You should have probably booked something nicer if it makes big difference to you.

He proceeded to tell her that I'm entitled to a Full size car or a small SUV. In other words, he wanted to DOWNGRADE me from my current full size SUV.
But not from the F car you actually paid for. Correct?

Avalon takes more parking space than a 4-Runner.

4-Runner
Length: 189.2
Width: 75.2

Avalon
Length: 197.2
Width: 72.8

I am pretty sure they know that too and do not believe you as a result.

If you really think that the airport staff knows the lengths of their vehicles you are way off. They barely even know what cars they have. I had to go outside and look them up because they didnt even know. But thanks for taking out the measuring tape. Also, I told the lady at the counter about my parking issue, not the manager and he's the one who shut me down.

I don't find your complaint credible.

The basis of your argument is that the 4Runner is too big, but you won't take a F size car or compact SUV?

Presidents Circle is only entitled to Premium class as an upgrade. Premium class is a Grand Marquis, even bigger than the 4Runner. The full size Ford Taurus is also larger than the 4Runner, 201.8 in long vs the 4Runner at 189.2. Then you go and ask for an Avalon which is an H class, even higher than premium?

Obviously you like nice cars, with Mercedes Benz C280 right in your username. You should have probably booked something nicer if it makes big difference to you.

If you read my post carefully, I'm complaining about how i was treated more than anything. I was not aware that the Avalon is a higher class than premium. In any case, it doesnt matter, since he wanted to downgrade me from a Full size SUV to a small suv or F class. I'm booked in F class he did not want to give me a premium. The lot was FULL of available cars. When the station manager doesnt recognize a good customer that's when there is a problem. I can't begin to tell you how much I spend on Hertz rentals for me and my company per year. To ignore the customer and try to downgrade them is simply wrong. Other managers offer you a prestige car while this guy is lowering your car class. I'm not saying i'm expecting a prestige or even a luxury class vehicle, but don't downgrade me and ignore me. I hope you get what i'm trying to say.

But not from the F car you actually paid for. Correct?

no, from a full size suv to a small suv or F class.

Obviously you like nice cars, with Mercedes Benz C280 right in your username.

Not sure I'd call a Mercedes Benz C280 a 'nice car,' more like the entry-level Benz for people who want the brand name. Personally, I'd take the $34K (or more) that this entry level Benz costs and buy something with a little more than 228 ponies...

If you really think that the airport staff knows the lengths of their vehicles you are way off. They barely even know what cars they have. I had to go outside and look them up because they didnt even know. But thanks for taking out the measuring tape. Also, I told the lady at the counter about my parking issue, not the manager and he's the one who shut me down.

I even knew that an Avalon takes more parking space without looking up Yahoo - but decided to back up my statements.

If I was the manager, I'd laugh you off the lot if you tried to go from a 4-Runner to an Avalon citing your apparent inability to park the car.

I even knew that an Avalon takes more parking space without looking up Yahoo - but decided to back up my statements.

If I was the manager, I'd laugh you off the lot if you tried to go from a 4-Runner to an Avalon citing your apparent inability to park the car.

Once again, I did not tell the manager that. I told the lady at the counter that. The manager did not know why I'm switching. I know the underlying reason is that he wanted to give me a car he can't rent for a lot of money because Im in a 6 months long term contract.

Not sure I'd call a Mercedes Benz C280 a 'nice car,' more like the entry-level Benz for people who want the brand name. Personally, I'd take the $34K (or more) that this entry level Benz costs and buy something with a little more than 228 ponies...


I agree.

IMO…a lot of 5* and PC members take for granted generous treatment from locations they are used to or certain managers. And I get that, it's why we all like Hertz. If suddenly you are treated like a normal renter and that isn't acceptable, then by all means, switch to Avis. For FLL, you will have the choice of 15 vehicles as opposed to your choice of 34 with Hertz.

You chose F class, the upgrade to 4Runner is irrelevant to your contract. You have to admit finding out that the Avalon, 8" longer than than the 4Runner you can't park is a little funny.

If you are in an area for 6 months, why would you go to a different location at midnight to try and swap cars?…it appears fishy even if it isn't. I would suspect that the renter had been out partying and decided to pull one over on the night manager. Or worse, he has damaged the vehicle and is trying to dump it on another location. Just admit you wanted a convertible.

I think you should have worked harder with the HLE to get another vehicle or see if they would try to get something from another HLE or an airport location for you. Lesson: don't interrupt the night manager during a midnight snack with his mistress just to give you an upgrade you don't deserve.

So what did you drive away with???

seriously thinking about switching to Avis.

HA HA

at least you'll be able to park the Sonata you get every week, if you're one of the lucky ones.

Not sure I'd call a Mercedes Benz C280 a 'nice car,' more like the entry-level Benz for people who want the brand name. Personally, I'd take the $34K (or more) that this entry level Benz costs and buy something with a little more than 228 ponies...

Well, I wanted to call him a brand snob without actually saying it, thinking that the 4 runner is not fancy enough.

Just because you see it does not mean it is available. There could be several reasons that particular car would not be available for a multi month rental. It might need to head back to another location, need a PM, coming close to the registration expiration or even that a platinum member might have rq. that car. I could mention more reasons but I am sure that you get the idea. Even though you did not tell the manager about the parking does not mean when the csr poked her head into the office to get him that she did not tell him. He may have been fully aware of your parking limitations and we are well aware of vehicle dimensions and sizes....we get all kinds of odd rq.

Once again, I did not tell the manager that. I told the lady at the counter that. The manager did not know why I'm switching. I know the underlying reason is that he wanted to give me a car he can't rent for a lot of money because Im in a 6 months long term contract.

Aren't you in business? That would be a bad move - Avalons are quite nice (longer as well, so your argument of "parking" goes out the window there) and they are quite pricey. If you wanted an Avalon, why didn't you reserve one?

I know, I know, your PC ... but that only guarantees you an upgrade to a YF, G at the MOST. Anything else is up to the manager's discretion.

The Full Size SUV is too big; but yet you don't want a smaller car?

If you read my post carefully, I'm complaining about how i was treated more than anything. I was not aware that the Avalon is a higher class than premium. In any case, it doesnt matter, since he wanted to downgrade me from a Full size SUV to a small suv or F class. I'm booked in F class he did not want to give me a premium. The lot was FULL of available cars. When the station manager doesnt recognize a good customer that's when there is a problem. I can't begin to tell you how much I spend on Hertz rentals for me and my company per year. To ignore the customer and try to downgrade them is simply wrong. Other managers offer you a prestige car while this guy is lowering your car class. I'm not saying i'm expecting a prestige or even a luxury class vehicle, but don't downgrade me and ignore me. I hope you get what i'm trying to say.

My opinion it is just wrong to ignore any customer- I dont rent often but if a business does not want my repeat business then ignore me and I will go elsewhere!

Read through this, in all honesty, it sounds that you wanted a nicer car, something more prestigous, and you are pissed they wouldn't suck up the loss. Seriously, you made up a lie to get a nicer car, something that would make sense, but failed to execute properly because you were choosing vehicles either equal in size or larger.

Read through this, in all honesty, it sounds that you wanted a nicer car, something more prestigous, and you are pissed they wouldn't suck up the loss. Seriously, you made up a lie to get a nicer car, something that would make sense, but failed to execute properly because you were choosing vehicles either equal in size or larger.

I'm going to place my vote on this side of the fence. All facts point to that the OP is all about showing off his status and assuming the world was built for him
Look, first 5 words he has said note that he is a PC and how he EXPECTS something significantly better than his reservation was for. CONGRATS to HTZ in FLL for trying to give you something closer to what you reserved and not budging with your pressure.

ps, you were never "downgraded" as you suggest. see, a downgrade is where you pay for something and don't get it. That's like making the reservation for the avalon and getting a standard F car, not booking an F and being insulted when they tried to offer you and F.

I'm President's Circle too and I usually get the one car class upgrade.. that's all I am supposed to get (sometimes I don't get this even -- those times I do complain to Hertz). A full size rental would go to class G .. which is still lower than the Avalon (H, right)? If you asked for the Marquis and didnt get it I think you'd have a case, but otherwise, you got a nice upgrade up front on your rental and you took your chances when you tried to swap out.

My opinion it is just wrong to ignore any customer- I dont rent often but if a business does not want my repeat business then ignore me and I will go elsewhere!

Finally someone who understands my point. I wasn't trying to pull anything as others have accused me of, all I ask for is respectful treatment, especially when you spend $$$$$$$$ as a customer over and over again. It really is a shame on me if I let them do that to me.

First off, I am a Hertz employee and I deal with situations. PC members think they should get what they want when, in fact, the only people who get what they want are Platinum members or reallllly nice customers who treat me like a human being. Just because you are PC doesnt mean you should get something from the Prestige Collection, because we all know thats what you wanted.

And also, why would you rather the Avalon over the 4Runner when the Avalon is a bigger car? I thought you were worried about parking the car... so wouldnt you want a smaller car?

One last thing, each car has its own vehicle profile which means we know every little thing about the car.