Hertz - Very poor service! No return staff at BUF (or anywhere else according to BUF)

Yesterday night I arrived at BUF Airport 55 minutes prior to my flight to return a Hertz Car, so was in a bit of a rush.

Several cars ahead and beside me were in the return queue with the engines still running and I thought a Hertz return agent was tending to them. After several minutes of waiting, I discovered there was no Hertz staff in sight. After 10 minutes I left for the Hertz check in counter to discover that all return staff have been abolished (or so the counter staff tells me).

I asked why didn't they post a sign letting us know of this delightful turn of events, to which they replied that this was a sudden and new policy. Still I asked why the signs could not be produced in advance of implementing the policy; same answer.

I guess it was too much work for the jobsworth staff to simply hand write or place a whiteboard sign in the return area.

Two days earlier I noticed that the Hertz Gold Counter at the parking garage was abandoned; again no sign stating this was a permanent closure (as oppossed to a time of day closure).

For years I've been renting from Avis, but with their cutback to the Avis First program + their uncompetitive pricing lately, I thought I would shift more custom to my Hertz Gold membership.

But Hertz, at least in BUF, is not proving viable.

So, at BUF no Gold Counter (and I did see a post on this moments ago) and very little in the way of Gold service except for a pre filled rental packet.

One now has to wait with the infrequent renters to get Gold Service (I waited behind a family who couldn't recall which rental company they reserved with!), and now no return staff in the parking area. Instead its a trip back to the check in counter to take your chances that there is hopefully a short wait to check in your car.

According to BUF, this elimination of return staff in the parking area applies to all Hertz locations which I find hard to believe. Can anyone comment on this?

With service like this, perhaps Hertz will not be as viable as I thought!

There was a thread that 'YYZ return guy' disappeared mid-December, but he returned (for me at least) end of December. While I was at the Gold Counter waiting and waiting for a car, another customer asked about returns, and I explained that 'YYZ return guy' was gone. Gold counter confirmed that. Two days later he reappeared.

I don't know what prompted his return, or if other stations have returned their return guys. :D

I returned last week to MDT, (a smaller airport) and there was still a return clerk. So my guess is that it was a line of BS.

There were return folks at DCA this past weekend.

Return at BOS on Thursday: no return agents. Someone with a push-to-talk phone took my RR number and mileage, called it in, then I went to a desk inside, where my reciept was waiting. Agent confirmed that all the return agents were gone for good.

Hertz did just cut 4000 jobs... guess where we know some of those cuts are.

Well, tried to call Hertz Customer service to express my opinion, but gave up after encountering long waits.

Also tried to call the BUF station manager, but he had "stepped out," and has not deigned to return my call.

At least I was able to fill out the so called 4 question rental survey.

Cutting return staff and requiring Gold service rentals to pickup at the counter (at secondary locations such as BUF) due to closures of Gold service booths is for me a major step backwards.

requiring Gold service rentals to pickup at the counter (at secondary locations such as BUF) due to closures of Gold service booths is for me a major step backwards.

This is the one which I consider a major change, and one which frustrates me. I don't mind it at airports like DUS where the rental traffic is relatively low, but in many midsize American airports there are far more people renting and hence lines at counters.

I haven't rented from anyone in 2009 (my travel patterns changed to yet another part of the world at the moment) But it would appear that National is no longer one of my options, so Hertz and I may have to be unwilling partners for 2009....

I just called a friend of mine who is a manager at a large airport location to inquire about this. At her location, they laid off 36 percent of their head count Friday. She said they are eliminating the instant return position in all but the top 25 cities in the US (for volume.)

Sure glad I don't work there anymore.

I just called a friend of mine who is a manager at a large airport location to inquire about this. At her location, they laid off 36 percent of their head count Friday. She said they are eliminating the instant return position in all but the top 25 cities in the US (for volume.)


Thanks for the info, much appreciated.

Thanks for the information, ExManager.

I wonder when Hertz is going to let their customers know about this? Say on the website or via email communications or via signage at return locations.

It sure was annoying waiting in a sea of returned cars with engines still running only to discover that this service was discontinued without any warning or signage.

I just called a friend of mine who is a manager at a large airport location to inquire about this. At her location, they laid off 36 percent of their head count Friday. She said they are eliminating the instant return position in all but the top 25 cities in the US (for volume.)

Sure glad I don't work there anymore.

Onto bigger and better things for me as well...

Interesting.

I had "words" the MCO staff a week ago because I wasn't willing to wait the 30 minutes or so it was going to take their return guy to get to me and the woman at the counter told me "I can't do a return" When I asked for a manger she managed to lower her standards to do this while pointing out several times that "you can still be charged for damages since we haven't seen the car" I finally shut that up by pointing out my contract made THEM liable even if I totaled the thing!

I once returned a car at Alamo at a major US airport with no return person; filled out the form and dropped the keys.

A week later I received a call from Alamo - 'where is the car?' Uh, where I left it, on your lot, in the return aisle.

I also had a charge for several thousands of dollars placed on my card as they claimed that the car was never returned. Stupid situation, but it can and does happen! It took them several days to 'find' the car.

I really feel for all the people laid off by Hertz - sounds like very large numbers. But I do hope that this won't impact our service or I will look at going elsewhere. Quick pickup and quick return are two of the key factors when renting a car, for me at least. If enough customers do that, revenues will drop even further, thereby defeating the exercise.

When companies do such abrupt things, Chapter 11 is next. I think I'll short (http://en.wikipedia.org/wiki/Short_selling)HTZ monday morning.

Oops wrong forum :) hehe

I really feel for all the people laid off by Hertz - sounds like very large numbers. But I do hope that this won't impact our service or I will look at going elsewhere. Quick pickup and quick return are two of the key factors when renting a car, for me at least. If enough customers do that, revenues will drop even further, thereby defeating the exercise.I completely agree. In the past, I've been willing to pay a premium to rent from Hertz because with other companies it took forever to rent/return, but with Hertz it was always fast.

As a result, it's been quite a while since I've compared prices before renting a car--I just go with Hertz. However, if I start having long waits for a shuttle bus, waits to pick up, and waits to return, I can see a return to shopping around and renting from other companies.

It will snow you know where before I wait to return a car. I am a PC Member and this won't work. I know about the layoffs, but if they think I'll wait any amount of time to give them their car back they are mistaken. I guess I'll either (a) leave the keys in the lot if it is a secure lot (b) or drop they keys with the counter rep, tell the rep. where the car is and keep walking to get my ride to the terminal, and (c) snap some quick photos of the exterior to prove the vehicle was returned undamaged and if I go inside let the counter rep know I've taken photos. Any other suggestions?

what proof is there of return time if we just fill in the form and drop the keys?

Last year HLE's starting charging as if the return was the next day if one dropped after hours. Could the same happen here?

At MUC I believe that all the return people are working for the same company, and do returns for all the rental companies. (Someone please correct me if that is not the case)

They manage to be helpful and courteous - every time I return someone gets me a luggage cart and/or helps me with my bag, and offers me the morning paper. (In sharp contrast to the Hertz rental staff there)

I just got my first receipt after the cutbacks. This is NOT GOOD! Car was returned FULL. I was charged $122 for FUEL and to top it off.... Estimated hold time for complaint 15 minutes.. HMM... I guess I am not the only unhappy customer!

Bascially if this continues it's going to cost Hertz customers.

Edit, got the credit but if you have to call after every rental this isn't going to work!

I just got my first receipt after the cutbacks. This is NOT GOOD! Car was returned FULL. I was charged $122 for FUEL and to top it off.... Estimated hold time for complaint 15 minutes.. HMM... I guess I am not the only unhappy customer!

Bascially if this continues it's going to cost Hertz customers.

Edit, got the credit but if you have to call after every rental this isn't going to work!

Or how about in the case of BUF where there were several cars left with their engines running that anyone could have just driven off with the car? At BUF there is no exit guard to check your rental. Just the open plains...

Or that a Hertz employee damages your car (by accident or otherwise). At least prior to the cutbacks major damage may have been noticed by the return staff...

As a result, it's been quite a while since I've compared prices before renting a car--I just go with Hertz. However, if I start having long waits for a shuttle bus, waits to pick up, and waits to return, I can see a return to shopping around and renting from other companies.

Ditto that!

It took me over 45 mins to get a car from Hertz 10.00 pm 1/13/2009 , I complained nicely, asked for and received a customer satisfaction voucher for $25.00 (to add to other ones I have received at BOS for different issues) ... I was not aware of the layoffs, however this explains the dropping service levels and why they are forcing us to use the automated system .... which FAILED to deliver a reservation to me at DFW today.. I arrived at DFW with my boss (company CEO) who was not amused with the delay... Hertz couldn't give a damn, surly employee.. I walked over to Avis and got a car in 60 seconds.. I think I will be switching to Avis after 15 years as a Hertz Gold..

Are there any serious alternatives ?

Cheers,
IrishBoy :D

It took me over 45 mins to get a car from Hertz 10.00 pm 1/13/2009 , I complained nicely, asked for and received a customer satisfaction voucher for $25.00 (to add to other ones I have received at BOS for different issues) ... I was not aware of the layoffs, however this explains the dropping service levels and why they are forcing us to use the automated system .... which FAILED to deliver a reservation to me at DFW today.. I arrived at DFW with my boss (company CEO) who was not amused with the delay... Hertz couldn't give a damn, surly employee.. I walked over to Avis and got a car in 60 seconds.. I think I will be switching to Avis after 15 years as a Hertz Gold..

Are there any serious alternatives ?

Cheers,
IrishBoy :D

If you're not too particularly picky about what you drive I'd recommend National, namely at locations that have the Emerald Aisle. You bypass the counter and pick your own car, then exit at the booth. It's like Hertz Gold, but without the declining service levels and you get your own choice in what you drive. I can't remember how BOS and DFW are specifically but the National forum has most of the major airport locations indexed with comments about car selection and service. Best of luck!

It will snow you know where before I wait to return a car. I am a PC Member and this won't work. I know about the layoffs, but if they think I'll wait any amount of time to give them their car back they are mistaken. I guess I'll either (a) leave the keys in the lot if it is a secure lot (b) or drop they keys with the counter rep, tell the rep. where the car is and keep walking to get my ride to the terminal, and (c) snap some quick photos of the exterior to prove the vehicle was returned undamaged and if I go inside let the counter rep know I've taken photos. Any other suggestions?

And then you will get what I got. The "fuel charge"! So you get to spend 20 minutes on the phone dealing with the mess!

My suggestion may be change car companies. Seriously this is an issue that might drive me over to Avis, where my company would perfer I was anyway! Guess I better go read that forum to see...

Just rented a car from LAX. Good news Gold booth was open Sat AM.

Bad news, LAX staff mentioned the severe cutbacks; only three return staff (rest fired).

More bad news: no return staff at 22:55 at LAX on a Sat night. Had to trek into the rental counter, and so missed the shuttle bus back to the airport that I likely would have caught in the pre-cutbak days. I like that. :rolleyes:

Staff person who directed renters to the inside desk was very apologetic about the cutbacks. I don't blame him but the senile management.

Can't imagine what it will be like during peak periods or special events.

BTW, car had 29k miles, something that is appearing more and more-- cars with high mileage.

Well I booked my next LAX rental with National.... That location has burned me one too many times anyway. (Why are my cars in the 700 row? Why have I never gotten an upgrade without complaining? Basically as far as I can tell Platinum is useless there. Plus I have noticed the buses slowing down. Last time I saw two of EVERY other car company before Hertz arrived!)

I usually rent with Hertz because I tend to get good service and good, clean vehicles. However, i have had problems with SLC in the past.

On Fri, received an impala with 35K mi, not completely clean. Oh well, just a quick ski weekend so I didn't bother complaining.

Upon return today, the line to drop off the car was ridiculous. At SLC, the Hertz rows are first and it was so backed up that others couldnt' get to their aisles to return for the other companies.

No person checking in, finally went in to deserted counter to return vehicle. asked for the manager who was disinterested and wouldn't talk to me. another agent apologized profusely and referenced layoffs and understaffing.

If this keeps up everywhere, I may say "bye" to Hertz which is actually disappointing. :(

Thanks for the heads up everyone. I'd wondered how the staff reductions were going to affect service. Now I see how.

I won't bother with Hertz anymore. Don't have the time or engery to deal with them. I'd already switched most of business to Avis last year anyway due to decling service levels, so forntnaly I have staus with them this year.

Let's hope Avis doesn't follow in Hertz's footsteps.

I went to pick up my Hertz car in SNA today.

Reserved midsize... Received a Corolla that looked like it had been in a war! That's my "Guranteed upgrade"?

LONG line in the Gold Booth. Because I was tired of this mess I called National, booked a car, wandered over there and took one. Not a great selection but it was at least a decent looking G6. And it costs about $50 less for the week....

By the looks of it, the "understaffing" problem might not last much longer if all the customers leave.

Anyone know if ABQ was hit by the staffing cuts for returns? I'm heading there next week. Just would like to know so I can plan more time on the return, if I need to.

Don't know about ABQ, but can write about MHT. No return staff, no gate attendant, limited lot runners, two staff members in Gold booth, one at main counter when I rented last Friday and when I returned today. Names on Gold board, with no space assignments (MUST report to Gold Booth, since no attendant to check ID - keys/contract in booth). Took 20 minutes to rent the car on Friday afternoon (2 people in line ahead of me). Took almost an hour to return today (5 returns and three rentals in front of me).

They have also been closing down HLE locations. So far two of them in the Pittsburgh metro area in the last two months. At a newer HLE location (approx. 4 to 6 months old) near me, they have had a computer sitting in boxed for almost two months. They can't get anyone to come out and install it. So the staff still has to call another location to close out rentals and get receipts faxed to them.

The only reason I was still using Hertz was for HLE locations. HLE service just doesn't cut it. For airport pickup/dropoff I moved to National awhile ago. I think I'll give Enterprise or Budget a shot at my local business. Hertz just doesn't get it any more which is sad! They use to be the gold standard I measured everyone else by.

--Jon

They have also been closing down HLE locations. So far two of them in the Pittsburgh metro area in the last two months. At a newer HLE location (approx. 4 to 6 months old) near me, they have had a computer sitting in boxed for almost two months. So the staff still has to call another location to close out rentals and get receipts faxed to them.

The only reason I was still using Hertz was for HLE locations. HLE service just doesn't cuit it. For airport pickup/dropoff I moved to National awhile ago. I think I'll give Enterprise or Budget a shot at my local business. Hertz just doesn't get it any more which is sad! They use to be the gold standard I measured everyone else by.

--Jon

It is indeed sad to watch a once great brand go down the tubes. However, I suspected it would happen with the LBO, and unfornately this proved correct. Hertz must now fund a huge debt load and that typically means huge cost cutting that invariably affects customers.

Anyone know if ABQ was hit by the staffing cuts for returns? I'm heading there next week. Just would like to know so I can plan more time on the return, if I need to.

To answer my own question, yes there was a return person at ABQ.

But for some reason, Hertz changed my primary card from my company Visa to my personal Amex. I don't understand why they ask, "Leave it on the Amex?" if they aren't able to do anything else. I had to go inside anyway to change it to the card it should have been on.

I did a one-way rental at LAX on Feb 3-4 and everything seemed to run fine. There were plenty of return people to take care of returnees at about 6 am.

My wife had an uneventful (= good) Gold rental at ORD last week. On arrival, short wait for the bus, car ready, even a small upgrade (from mid-size to a small SUV with GPS [external unit]). On return, someone taking returns qith quick service.

All the instant return agents at my location has been either layed off or reassigned to other positions and the gold booth is no longer manned. A security guard now instructs clients to mark down gas level and mileage and bring keys to the service counter but he's only there during busy periods. It's really tough out there, hope things get better...

Welcome to FT! when you say gold booth is no longer manned, does that mean that names are still on the board, but nobody there in case one wants to change vehicles? or no names on the board at all, I have experienced since these cuts were announced?

At IAH on Feb. 6, the Gold signage was all turned off, and I had to wait in line at the Gold counter to get my car assignment, only to discover that the fuel tank wasn't full. Talked to a guy who said that they're no longer filling the tanks due to staff shortage. Security guard marked the tank level on the way out.

Upon return, there was only one person working returns, and probably 10 drivers waiting to have their returns processed. Consequently, it took forever.

If this is what Hertz is like now, I'm going with National for my next rental...

Any new recon on SMF? I'm heading there next week and I can decide where to go....Avis (mad at them) or Hertz (scared of what's happening).

randidliyo

I try to keep my loyalty to these two because I do some international travel and travel to very small locations where Avis and Hertz are the only options.

I hate not getting a receipt immediately upon returning my car. In past years, I've received both the "Dude, where's our car?" phone call (just one time, thankfully) and fraudulent fuel charges on my credit card.

In the past, the fuel charge problems were settled in a 5 minute call to Hertz. If that happened and I was put on hold for 15 minutes, I simply wouldn't last that long: I'd contest the charge with Amex.

Sad turn of events for Hertz... I will absolutely avoid them at stations with no immediate receipt at return. With National, I have both the paper receipt and an email instantly. (I'm amazed at how fast the email hits my inbox...usually before I even board the bus back to the terminal.)

With National, I have both the paper receipt and an email instantly. (I'm amazed at how fast the email hits my inbox...usually before I even board the bus back to the terminal.)

That email is INCREDIBLY fast. If you don't take a bus it's generally in your inbox before you clear security!

, does that mean that names are still on the board, but nobody there in case one wants to change vehicles? or no names on the board [I]at all

Booth lights are turned off, doors are locked, no personnel at the booth, no names on the Gold board. For a while they had a small hand made sign for Gold members at the general service counter but that's gone now. In fact, Gold members, people picking up cars, returning cars, have complaints about a car, all line up at the same place with no priorities given to anyone.

Booth lights are turned off, doors are locked, no personnel at the booth, no names on the Gold board. For a while they had a small hand made sign for Gold members at the general service counter but that's gone now. In fact, Gold members, people picking up cars, returning cars, have complaints about a car, all line up at the same place with no priorities given to anyone.

Wow! That is what I experienced at YYZ too. I'm sorry, but that negates any reason to use Hertz if that becomes the norm. Do they not understand that they have removed any edge they had over other car companies? Loyalty doesn't give one much in the rental world, but quick pickup and return were key factors for Hertz.

I'm stunned that they have gone this far, and hope that they understand the impact that this will have on their business.

Wow, glad I read this. Time to switch car companies! Sad as service was the reason Hertz was my first choice. No more.

Do we know the 25 locations not impacted, with still speedy returns?

Specifically curioius about FLL/PBI. Thanks!

anyone rent from BUF lately?

I have a choice between National and Hertz at BUF. I am gold with hertz and executive with national. I don't really care too much about getting gold/executive service, but I do want a decent car and I don't want to be stuck waiting too long.

Picking up at 7:00am this Saturday.

Thanks.