Hertz - Terrible President's Circle Experiences in So. Cal.

I have been having multiple bad experiences with Hertz in Southern California, and am interested to find out if others have had similar experiences. To provide some context, I have been President's Circle with Hertz for the past three years, and had 47 qualifying rentals in 2007. Having rented from them throughout the United States, I have some very good context on what to expect in terms of service. Sadly, multiple stations throughout Southern California have failed to deliver for me this year.

It started the first Friday in January when I arrived in SBA in the middle of some of the heaviest rain So. Cal. has seen in years. After trudging through the pouring rain to get to the Hertz area, the clerk failed to honor the PC upgrade guarantee. I had a reservation for an F class with N/L, and that's all she would give me. When I requested that she honor the guarantee, she attempted to charge me for an upgrade. When I told her no, she said there's nothing she could do because she didn't have a Grand Marquis with N/L. When I pointed out there were two H class vehicles in President's Circle spaces that both had N/L (Infiniti G35s), she said I would have to pay for the upgrade. Upset and in a hurry, I took the non-upgraded vehicle. To add insult to injury, she gave me a vehicle at the back of the lot and I had to walk through the pouring rain again. So much for priority stalls for PC members. I felt like the guy in the "not exactly" commercial that Hertz used to run.

After this miserable experience, I wrote to Hertz through their website and described what happened. They offered me $75 in rental vouchers, and promised to discuss this with the station manager. Fine I thought, this was an anomaly and I'll just get on with my life.

A week later, I arrived in SAN with the same reservation, F class with N/L. When I got there, my name wasn't on the board. I went into the #1 Club Gold building, and they told me they have no cars with N/L. I pulled a Jerry Seinfeld (if you remember the episode with him at the rental car counter) and asked what's the point of a reservation if you don't hold the reservation? They said tough, we have nothing with N/L. I told them I would wait, and after walking the entire lot at SAN, I found a Ford Edge with N/L. They said they couldn't give me that since I had reserved F class, and I said "then what's the deal with the guaranteed PC upgrade?" They finally relented and gave me the car after I had wasted 30 minutes.

Another week later, I was in SAN again with the same reservation, F class with N/L. That's just what was in my stall, F class with N/L. Problem is that when you are PC, they guarantee an upgrade. Went into the building and said there must have been a problem, because I didn't get what I was supposed to. Clerk tried to tell me since it was a YF class, that I got my upgrade. I said that was baloney, a "one class vehicle" upgrade is more than a slightly improved version of the same vehicle. I asked for the Station Manager, who agreed that a one class upgrade meant F to G, and he finally put me in a Grand Marquis. Another 30 minutes wasted.

One more week went by and I arrived in SNA with a reservation for F class with N/L. Yet again, that's exactly what was in my stall, and no upgrade. Stood in line and the clerk said he couldn't help me. I asked for the station manager, and the guy who came out tried to tell me that Hertz doesn't guarantee upgrades to PC members from F class, only from C class or less. I told him that was ridiculous as the website and PC terms & conditions clearly state a one class upgrade is guaranteed from any car class up to and including F. I asked for his name, and he handed me a business card indicating his job title was Area Manager. That, coupled with the fact that he was fairly well dressed, indicates that he probably oversees several stations. I'm stunned that a guy that high up the food chain doesn't know the rules of his own loyalty program. After some back and forth, he wound up putting me in an Escalade. Was a nice bonus, but totally unnecessary as all I really wanted was the one class vehicle upgrade that Hertz promises PC members. And, I had to waste another 30 minutes to get it.

The last straw came tonight when I arrived at LAX, again with a reservation for F class with N/L. Name wasn't on the board, and the lady behind the counter tried to convince me that I didn't need N/L because they didn't have any more cars left with it. I told her I wasn't leaving until I got what I reserved, and after she went into the room behind the counter, she emerged with the keys to an Impala with N/L. When I inquired about my guaranteed upgrade, she said "good luck, this is the last car on the lot with N/L".

After five poor experiences in seven weeks at four separate stations (SBA, SAN, SNA and LAX), it is plainly apparent that the people at Hertz in So. Cal. have no interest in honoring the terms of the President's Circle program, and are also desperately lacking an adequate number of vehicles with N/L. After three years of renting from Hertz, I have never expereinced this kind of inconsistency. During the same seven week period of time, I also had rentals in SLC, PDX, SEA, YKM, BOI, STL and BOS and always found my name on the board, an upgraded vehicle in my stall, and a functional N/L unit in the vehicle. Is my experience the exception, or has anyone else had trouble getting their guaranteed PC upgrade in So. Cal. or issues getting vehicles with N/L? I guess I'm easy to please, just honor the guarantee, honor my reservation for N/L, and have my name on the board and the vehicle in my stall. I'm so frustrated now, I am ready to quit Hertz altogether and move my 45-50 rentals/year somewhere else. Is sending another letter to Hertz going to accomplish anything?

Just out of curiosity, why the interest in N/L? In fact I have an integrated GPS in my personal vehicle, but I don't rely on it all that much.

Just out of curiosity, why the interest in N/L? In fact I have an integrated GPS in my personal vehicle, but I don't rely on it all that much.

Maybe because he's in an unfamiliar cities?

Maybe because he's in an unfamiliar cities?

GPS is good, but not as good as maps, yet.

I'm a lowly #1 Club Gold but never bother with N/L. Just have the car waiting with the keys in it and I'm a happy camper. :)

I have been having multiple bad experiences with Hertz in Southern California, and am interested to find out if others have had similar experiences. To provide some context, I have been President's Circle with Hertz for the past three years, and had 47 qualifying rentals in 2007. Having rented from them throughout the United States, I have some very good context on what to expect in terms of service. Sadly, multiple stations throughout Southern California have failed to deliver for me this year.

It started the first Friday in January when I arrived in SBA in the middle of some of the heaviest rain So. Cal. has seen in years. After trudging through the pouring rain to get to the Hertz area, the clerk failed to honor the PC upgrade guarantee. I had a reservation for an F class with N/L, and that's all she would give me. When I requested that she honor the guarantee, she attempted to charge me for an upgrade. When I told her no, she said there's nothing she could do because she didn't have a Grand Marquis with N/L. When I pointed out there were two H class vehicles in President's Circle spaces that both had N/L (Infiniti G35s), she said I would have to pay for the upgrade. Upset and in a hurry, I took the non-upgraded vehicle. To add insult to injury, she gave me a vehicle at the back of the lot and I had to walk through the pouring rain again. So much for priority stalls for PC members. I felt like the guy in the "not exactly" commercial that Hertz used to run.

After this miserable experience, I wrote to Hertz through their website and described what happened. They offered me $75 in rental vouchers, and promised to discuss this with the station manager. Fine I thought, this was an anomaly and I'll just get on with my life.

A week later, I arrived in SAN with the same reservation, F class with N/L. When I got there, my name wasn't on the board. I went into the #1 Club Gold building, and they told me they have no cars with N/L. I pulled a Jerry Seinfeld (if you remember the episode with him at the rental car counter) and asked what's the point of a reservation if you don't hold the reservation? They said tough, we have nothing with N/L. I told them I would wait, and after walking the entire lot at SAN, I found a Ford Edge with N/L. They said they couldn't give me that since I had reserved F class, and I said "then what's the deal with the guaranteed PC upgrade?" They finally relented and gave me the car after I had wasted 30 minutes.

Another week later, I was in SAN again with the same reservation, F class with N/L. That's just what was in my stall, F class with N/L. Problem is that when you are PC, they guarantee an upgrade. Went into the building and said there must have been a problem, because I didn't get what I was supposed to. Clerk tried to tell me since it was a YF class, that I got my upgrade. I said that was baloney, a "one class vehicle" upgrade is more than a slightly improved version of the same vehicle. I asked for the Station Manager, who agreed that a one class upgrade meant F to G, and he finally put me in a Grand Marquis. Another 30 minutes wasted.

One more week went by and I arrived in SNA with a reservation for F class with N/L. Yet again, that's exactly what was in my stall, and no upgrade. Stood in line and the clerk said he couldn't help me. I asked for the station manager, and the guy who came out tried to tell me that Hertz doesn't guarantee upgrades to PC members from F class, only from C class or less. I told him that was ridiculous as the website and PC terms & conditions clearly state a one class upgrade is guaranteed from any car class up to and including F. I asked for his name, and he handed me a business card indicating his job title was Area Manager. That, coupled with the fact that he was fairly well dressed, indicates that he probably oversees several stations. I'm stunned that a guy that high up the food chain doesn't know the rules of his own loyalty program. After some back and forth, he wound up putting me in an Escalade. Was a nice bonus, but totally unnecessary as all I really wanted was the one class vehicle upgrade that Hertz promises PC members. And, I had to waste another 30 minutes to get it.

The last straw came tonight when I arrived at LAX, again with a reservation for F class with N/L. Name wasn't on the board, and the lady behind the counter tried to convince me that I didn't need N/L because they didn't have any more cars left with it. I told her I wasn't leaving until I got what I reserved, and after she went into the room behind the counter, she emerged with the keys to an Impala with N/L. When I inquired about my guaranteed upgrade, she said "good luck, this is the last car on the lot with N/L".

After five poor experiences in seven weeks at four separate stations (SBA, SAN, SNA and LAX), it is plainly apparent that the people at Hertz in So. Cal. have no interest in honoring the terms of the President's Circle program, and are also desperately lacking an adequate number of vehicles with N/L. After three years of renting from Hertz, I have never expereinced this kind of inconsistency. During the same seven week period of time, I also had rentals in SLC, PDX, SEA, YKM, BOI, STL and BOS and always found my name on the board, an upgraded vehicle in my stall, and a functional N/L unit in the vehicle. Is my experience the exception, or has anyone else had trouble getting their guaranteed PC upgrade in So. Cal. or issues getting vehicles with N/L? I guess I'm easy to please, just honor the guarantee, honor my reservation for N/L, and have my name on the board and the vehicle in my stall. I'm so frustrated now, I am ready to quit Hertz altogether and move my 45-50 rentals/year somewhere else. Is sending another letter to Hertz going to accomplish anything?

wow - you're batting 1,000...well, not quite

is it more important to you to get the NL or is it more important to get the upgrade? just curious...

What do you expect to see in your space when you reserve F with NL, and what did you get in SLC, BOI and other locations?

I'm thinking the way Hertz sees it is you reserve a special option that is tied to the car (ie like Neverlost is installed physically in the car) then you basically reserved that car. In Vegas I have in the past mistakenly reserved the Camry as an F size car rather than the more generic 'Full Size'. When I reserve the Camry, that's what I get -- no upgrade. They told me its because I specifically reserved that car. So now I make sure to reserve Full Size instead and I do usually get the upgrade.

So I'm thinking if you dump N/L as a requirement you will get your 1 class upgrade.. which may at some locations be from F to YF.. but thats another argument for another day!

Wirelessly posted (BlackBerry8700/4.2.1 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102 UP.Link/6.3.1.20.0)



wow - you're batting 1,000...well, not quite

is it more important to you to get the NL or is it more important to get the upgrade? just curious...

I guess I expect both. When I go to So. Cal., I need the N/L because it would take 20 pages of directions from Mapquest to get me all the places I need to go, so I'll default to N/L if forced to choose. However, a guaranteed upgrade should mean a guaranteed upgrade in my humble opinion.

Wirelessly posted (BlackBerry8700/4.2.1 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102 UP.Link/6.3.1.20.0)

I'm thinking the way Hertz sees it is you reserve a special option that is tied to the car (ie like Neverlost is installed physically in the car) then you basically reserved that car. In Vegas I have in the past mistakenly reserved the Camry as an F size car rather than the more generic 'Full Size'. When I reserve the Camry, that's what I get -- no upgrade. They told me its because I specifically reserved that car. So now I make sure to reserve Full Size instead and I do usually get the upgrade.

So I'm thinking if you dump N/L as a requirement you will get your 1 class upgrade.. which may at some locations be from F to YF.. but thats another argument for another day!

I would be inclined to buy that theory except that Hertz consistently delivers the upgrade with N/L at every other station I have rented at in the U.S. That's what's getting me a little bent out of shape with the situation in So. Cal.

Wirelessly posted (BlackBerry8700/4.2.1 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102 UP.Link/6.3.1.20.0)

What do you expect to see in your space when you reserve F with NL, and what did you get in SLC, BOI and other locations?


I never expect more than a Grand Marquis, but I had an Avalon in BOI, an Expedition in SLC, an H3 in SEA, and a Grand Marquis elsewhere.

In the last 12 rentals, TEN have required a trip to the gold booth. Either no car assigned, an SUV (have "no SUV" in my profile) or no upgrade. In the past, LAX was almost always a better than required vehicle in the stall, but now, it is almost always a guaranteed frustration.

9 times out of 10, I get exactly what I reserved (no "guaranteed" upgrade). I rent in LAX, SFO, SAT, and DEN primarily, and in all cases upgrades are few and far between. I have decided it is not worth the effort to fight for the upgrade, so I don't bother. For me, the only value in PC is the ability to get a car even when they are theoretically sold out. The upgrade benefit, in particular, is worth zero, since as far as I can tell I get upgraded with about the same frequency as someone with no status.

The bottom line is that I wonder if you should be happy that you ever get upgrades consistently, rather than unhappy about not getting them.

You can add South Florida to the list of locations least willing to provide the PC upgrade. Even when I'm not requesting NL. The worst thing is the attitude of the staff; as if a PC is trying to steal an upgrade from Hertz.:td:
You can tell when the staff are 'trying it on' when the upgrade price is the walkup non-discount price difference.:D

When SNA station manager said the "upgrade applies to cars lower than C" - he got confused; that's the rule in Europe!:rolleyes:

Hertz throws the "manager" tag to several people at the big airport locations, so always ask for the most senior manager if there is a problem; smokey car, flat tire, check engine light on, and no happy resolution, i.e. downgrade!;)

At the very least, when not upgraded, you should get a PC compensation voucher with the rental agreement. I have written to Hertz complaining that certain locations are consistently failing to provide PC service: Cars not ready, no upgrade, empty PC spaces with rentals at the back of the lot. Hertz has written back with a promise to improve their training and to make sure staff are aware of rules. Unfortunately, once the staff are fully trained they often leave.:(

At the very least, when not upgraded, you should get a PC compensation voucher with the rental agreement.

What does a PC compensation voucher get you? I didn't know there was such a thing...

N/L is not worth the effort.

If you have any reasonable phone (e.g. Blackberry or latest Nokia or Palm devices" then download Google Maps Mobile. It will figure out your general area via cell tower info - no where near as good as GPS but good enough to avoid the pain to rent a car with nav.

http://google.com/gmm

And it works in Europe too... I very rarely now get a nav car rental

If you have any reasonable phone (e.g. Blackberry or latest Nokia or Palm devices" then download Google Maps Mobile. It will figure out your general area via cell tower info - no where near as good as GPS but good enough to avoid the pain to rent a car with nav.

Unless you happen to have Verizon. :mad: But apparently a bluetooth GPS "puck" gets around their disabling.

Would life be easier if you brought your own GPS? I know, your company pays for the rentals and will not compensate you for buying a GPS. Once Hertz hooked me on Neverlost, I bought one that goes with me.

Would life be easier if you brought your own GPS? I know, your company pays for the rentals and will not compensate you for buying a GPS. Once Hertz hooked me on Neverlost, I bought one that goes with me.

Unfortunately, that's exactly the case. Employer pays for the rentals with N/L, where as I would pay out of pocket for a GPS unit. Since GPS is already built into my personal vehicle, I can't personally justify the cost of buying a unit because I would never use it at home. Can't use a cell phone based service because it is a corporate paid cell phone and while they'll reimburse me for N/L, they won't pay the additional monthly charge for the service on the cell phone (crazy, but it is what it is.) Based on some of the responses to this thread, seems like I'm not alone with this frustration, N/L or not. It just strikes me as odd that this is happening all of a sudden because I have been consistently upgraded for the past 3 years all over the country, even with N/L. Maybe I'll have to give Avis a try or something.

Unfortunately, that's exactly the case. Employer pays for the rentals with N/L, where as I would pay out of pocket for a GPS unit. Since GPS is already built into my personal vehicle, I can't personally justify the cost of buying a unit because I would never use it at home. Can't use a cell phone based service because it is a corporate paid cell phone and while they'll reimburse me for N/L, they won't pay the additional monthly charge for the service on the cell phone (crazy, but it is what it is.) Based on some of the responses to this thread, seems like I'm not alone with this frustration, N/L or not. It just strikes me as odd that this is happening all of a sudden because I have been consistently upgraded for the past 3 years all over the country, even with N/L. Maybe I'll have to give Avis a try or something.

You can get a Blackberry Curve (I just got the 8310 from AT&T) which includes GPS. If your company will pay for the unlimited data along with phone you'd be good to go. I'm not sure if the GPS with Google Maps works unless you have the data plan (i.e. I don't think it works with the personal e-mail).

I'm just a lowly #1 Gold but I recently moved from Avis (and you could not pay me to go back).... I suspect that you'd hate Avis much more than what you've described here (IMHO) :D

There is just too little upgrade room for you. Grand Marquee with N/L is pretty much it and not every station may have them all the time.

An upgrade to Prestige is above and beyond what most managers will do especially in SoCal where prestige collection is in pretty high demand.

If you complain to HQ you are likely to get a few CS certs but I don't think anything is going to change.

Your approach does look like an interesting trick to demand a prestige car, as long as there is no premium with NL but it's not gonna work every time.

I doubt Avis or others will offer you anything better.

Most other companies have the GPS as portable units -- so you are less restricted by what cars have NL installed as you are at Hertz.

I generally rent only with Hertz due to their diverse fleet -- getting a Toyota or Volvo is far better than a Buick or Chevy as could be counted on at the other agencies. However, I've recently seen the Toyota Avalon from National, Subarus at Dollar and my friend just got a Toyota Tundra from Avis on a Priceline economy reservation...

I guess what I'm saying is, renting elsewhere and reserving a portable GPS unit might open up more options.

I've been a PC member since September. I've very different experiences. The LAX Hertz is hit and miss regarding upgrades, but they've always accomodated my request for a bigger car. I've only twice frmo SNA, once as a 5*, the other as a PC. Both times they failed to upgrade me but did so immediately when I brought it to their attention. I fact the lady who does the upgrades gave me her card and said to call her and she would make sure I got a good upgrade.

I've never had anyone refuse to give me an upgrade, although I'm not as picky about NL since I have GPS in my phone.

I have had several different types of GPS units over the years but the one I find has the most overall utility is the Garmin handheld Etrex. (About $149). It's not fancy but can tell me where I am anywhere in the world. In the US Garmin can sell you a map program to download streets (portions) into the unit.

In addition I can use it on the airplane to find out where I am at, speed, altitude, etc. Just kind of fun to take the edge off the boredom.

The Etrex makes an excellent backup unit also.

Discussion about bringing your own GPS is irrelevant.

Hertz made these rules, rent 40 times get PC. PC gets a guaranteed upgrade.

There are no conditions in the T&Cs about not getting an upgrade if you request special equipment such as neverlost.

All I see is that Hertz is not following their own rules and they are getting away with it.

Discussion about bringing your own GPS is irrelevant.

Hertz made these rules, rent 40 times get PC. PC gets a guaranteed upgrade.

There are no conditions in the T&Cs about not getting an upgrade if you request special equipment such as neverlost.

All I see is that Hertz is not following their own rules and they are getting away with it.

Thanks, that's how I was feeling when I started the thread.

I've also had the same experiences. I rent EVERY WEEK from Hertz and this week when I got out to my car and saw a Saturn Aura, I went inside to request my GUARANTEED President's Circle Upgrade and was told that when REQUESTING a full size car, that WAS my upgrade.

Over the past couple of weeks I've had:

Toyota Highlander (when renting an SUV)
Saturn Aura (Full size rental)
Honda Accord (Full Size Rental)
Buick LaCrosse - no leather seats, no nothing (Full size rental)

I'm getting shafted. :mad:

I came over to this thread looking to see if the Hertz Prez Circle is any better than the Avis Prez Club that I have now.....looks like it's worse. Avis PC at least gives you a 2 class upgrade (most of the time).

Since Avis is moving more towards Ford products (Guess Ford can't sell them to real customers), i'm looking for an alternative. Can't stand those Lincoln TCars and GrannyMarquies when I use to get Caddys. These cars look as if they came from the 80s.

Guess I'll go over to the National Thread..........

OK I'm only a lowly five star. I don't know why - I rent for like 180 days a year from hertz, but apparently you could rent 12 months a year on 12 one month rentals and still never get PC. Whatever, I didn't see any diff between gold and five star, I doubt there's a major one on the PC level from five star where I rent normally.

Which is LAX.

LAX is a particular problem. They enjoy issuing big ugly buicks. They normally automatically decline the upgrade and put me in a hideous car. I have been trained now to not even bother going to the board, just get off the bus, walk in the gold booth, and ask for a different car. I have not taken the car issued to me at this location in quite some time. I have also not been given an upgrade in quite some time. And I found out why.

There is an incentive program to get the agents to upsell you the next car class at $10 a day. I don't know how much the agent gets to pocket from that, but these people look at your res, think you'll pay for the upgrade you're supposed to be getting, and they pocket cash from this. So they normally refuse the upgrade on site, then try to force you into paying for something you're supposed to be getting. The only way out is to request a manager. Sometime I can make it out of the lot in under 20 mins. Sometimes it's longer. So what is the point of the gold/5*/pc program if it's always a problem and actually slows things down?

As far as the GPS goes, I have bought a garmin from costco that gets used religiously. I carry it in the backpack, it's the first thing unpacked (with the ipod and ezpass) and last thing to get pulled from the car on the way out (after I find the rental return places). It was like $250 and has traffic reports that have saved me hours upon hours. I don't think the neverlost has that. I prefer it to the neverlost gps's as mine is far far easier to enter addresses into.

Something about someone's managers comment that they throw a mgr nametag on half the staff - I have noticed that I have never dealt with the same manager twice. I want to find the one in charge and deal with this problem once and for all, as I am IMHO one of their best customers.

Yet every time I speak to someone there I have to remind them that I pay like $10k in rentals a year, I could buy a much nicer car for less than that. Their job is to make me forget about buying a car (or asking my company to take care of a lease) and show me how cheap, convenient, and easy renting is. Because whatever car I want, it's cheaper to buy it over three years. Maybe the top manager will get that.

Why would one keep returning to a place that gives poor service? 180 rental days....they'll give you PC, just make a phone call. Avis LAX has always been a good deal for me and we agree on Hertz LAX.

Regarding bring your own GPS versus fighting the system. The money spent buying your own unit would be saved in the time you are currently wasting. Technically, you might be correct in what to expect. IMO, there should be no conversation when renting a vehicle at most airports. Bus (or walk) to car and out the exit.

I have to agree with the North American renters on PC upgrades...

Trips in the Bay Area, Indianapolis, etc all yielded a not so upgraded vehicle. Same in Vancouver, BC. Where a Yaris (dang! didn't know that was the compact) got me a Corolla... so beware what you book in Canada.

However in Europe, I've gone from a Mondeo 2.0L to a Mercedes C class on multiple occasions (The Mercedes in some locations is the next category car - it's not considered prestige class at some locations)

Seems like Hertz Corporate is being loosy goosey on what an upgrade is these days and not enforcing any consistent policy.

OK I'm only a lowly five star. I don't know why - I rent for like 180 days a year from hertz, but apparently you could rent 12 months a year on 12 one month rentals and still never get PC. Whatever, I didn't see any diff between gold and five star, I doubt there's a major one on the PC level from five star where I rent normally.

That's because the "official" PC qualification is 40 rentals for the US -- but Hertz CS will upgrade you manually if your revenue total meets their unpublished criteria ($7k, IIRC). Give them a call at 405-775-3180 and explain the situation -- they may give it to you.

With regard to the OP, Hertz in SAN is pretty mediocre IMO. And Hertz LAX is mostly hit-and-miss. I moved virtually all of my business to National, and haven't looked back, especially at SAN. The Emerald Executive Selection always has a mix of everything, from Camry Hybrids and Avalons to Grand Caravans and Envoys and the occasional Volvo.