How far can hertz push?
#1
Original Poster
Join Date: Apr 2011
Location: YEG
Posts: 3,717
How far can hertz push?
I have had 7 Rentals this year, 6 of which I had to call in about, incorrect rate, points not posting, etc. The call center customer service is very good, and they can usualy fix you up pretty quickly. My question is, as a 'loyal' customer... do I really need to keep watch like a hawk over my account, and really have to spend 20 minutes on the phone per rental? Does this not seem ridiculouse that the front line staff are incapable of preforming simple tasks?
Or, are my expectations too high?
Or, are my expectations too high?
#2
Join Date: Feb 2008
Location: ORD
Programs: Hertz 5*, United Gold (Soon to be gone), Hilton Diamond
Posts: 383
I have had 7 Rentals this year, 6 of which I had to call in about, incorrect rate, points not posting, etc. The call center customer service is very good, and they can usualy fix you up pretty quickly. My question is, as a 'loyal' customer... do I really need to keep watch like a hawk over my account, and really have to spend 20 minutes on the phone per rental? Does this not seem ridiculouse that the front line staff are incapable of preforming simple tasks?
Or, are my expectations too high?
Or, are my expectations too high?
That being said, if I were in your shoes, I would probably look for another rental car company where I felt I was treated better.
#5
Original Poster
Join Date: Apr 2011
Location: YEG
Posts: 3,717
I have not... my 2 last rentals I noticed today did not have any points post. 2 Locations involved, a HLE Licencee and an Airport Corp....
As much as I never want to see hertz ever again, 3750 aeroplan miles a week add up real quick! Versus the 60 or so airmiles I get out of national... I also noticed that the 3x aeroplan miles has been extended until sept... damn you hertz!!
As much as I never want to see hertz ever again, 3750 aeroplan miles a week add up real quick! Versus the 60 or so airmiles I get out of national... I also noticed that the 3x aeroplan miles has been extended until sept... damn you hertz!!
#6
Join Date: Feb 2008
Location: ORD
Programs: Hertz 5*, United Gold (Soon to be gone), Hilton Diamond
Posts: 383
I have not... my 2 last rentals I noticed today did not have any points post. 2 Locations involved, a HLE Licencee and an Airport Corp....
As much as I never want to see hertz ever again, 3750 aeroplan miles a week add up real quick! Versus the 60 or so airmiles I get out of national... I also noticed that the 3x aeroplan miles has been extended until sept... damn you hertz!!
As much as I never want to see hertz ever again, 3750 aeroplan miles a week add up real quick! Versus the 60 or so airmiles I get out of national... I also noticed that the 3x aeroplan miles has been extended until sept... damn you hertz!!
#7
Original Poster
Join Date: Apr 2011
Location: YEG
Posts: 3,717
Without the triple miles I would just not rent from them. It is the only thing keeping me on the fence...
#8
Join Date: Mar 2002
Location: State of NY
Programs: AA,HH Gold,SPG Plat,Natl Elite,Hertz Pres Cir
Posts: 222
All this blah blah about 'why do you keep going back if they treat you bad' is missing the point. Obviously if the shots in the head are bad enough a guy will look for another relationship. Well, any way. At least I hope so
Sometimes stuff happens but you really should check the resv Pre-print before you leave the station. Make sure the CDP & FT numbers are showing & the cpn or promo # is present. All of these numbers are on my current Pre-print. Any why spend 20 mins on the tel. Create a Draft in your e-mail and every time they mess up just send a copy of the Draft to Hertz. It should work.
Recently however an inexplicable happened to me. I have 10 resv. sitting at a certain location. 5 of those resv. have a certain CDP # (let's say 111) and the last 5 have another CDP # (let's say 222). On a recent reservation. I was on the 2nd of 10 rentals and while the rental had the correct FT & Promo#s, it had the incorrect CDP # (222). The third, fourth & fifth resv. all came out fine. So, regardless of the perfect service, at the end it all depends on whether the agent knows how to properly pull out a resv.
It's a hassle sometimes but worth the benefit of the extra miles (minus the taxes on certain FF programs - don't forget to account for that cost)
Sometimes stuff happens but you really should check the resv Pre-print before you leave the station. Make sure the CDP & FT numbers are showing & the cpn or promo # is present. All of these numbers are on my current Pre-print. Any why spend 20 mins on the tel. Create a Draft in your e-mail and every time they mess up just send a copy of the Draft to Hertz. It should work.
Recently however an inexplicable happened to me. I have 10 resv. sitting at a certain location. 5 of those resv. have a certain CDP # (let's say 111) and the last 5 have another CDP # (let's say 222). On a recent reservation. I was on the 2nd of 10 rentals and while the rental had the correct FT & Promo#s, it had the incorrect CDP # (222). The third, fourth & fifth resv. all came out fine. So, regardless of the perfect service, at the end it all depends on whether the agent knows how to properly pull out a resv.
It's a hassle sometimes but worth the benefit of the extra miles (minus the taxes on certain FF programs - don't forget to account for that cost)
#9
Original Poster
Join Date: Apr 2011
Location: YEG
Posts: 3,717
What I am saying is these are the basics that Hertz front line staff cant seem to figure out. It would be as if on all of your airline reservations your FF number would just disapere, and you would not be credited miles. Then you have to figure out on which it happened, spend time calling in, waiting on hold, have the call center agent scratch their head as to what happen, come up with some excuse and promiss to fix it....
6 of 7 rentals with hertz I had to call in
0 of 5 rentals with National...
National even held my rental for 4 hours when my flight was late where Hertz canceled it even tho both where provided with my flight info.
6 of 7 rentals with hertz I had to call in
0 of 5 rentals with National...
National even held my rental for 4 hours when my flight was late where Hertz canceled it even tho both where provided with my flight info.
#10
Join Date: Feb 2008
Location: ORD
Programs: Hertz 5*, United Gold (Soon to be gone), Hilton Diamond
Posts: 383
What I am saying is these are the basics that Hertz front line staff cant seem to figure out. It would be as if on all of your airline reservations your FF number would just disapere, and you would not be credited miles. Then you have to figure out on which it happened, spend time calling in, waiting on hold, have the call center agent scratch their head as to what happen, come up with some excuse and promiss to fix it....
6 of 7 rentals with hertz I had to call in
0 of 5 rentals with National...
National even held my rental for 4 hours when my flight was late where Hertz canceled it even tho both where provided with my flight info.
6 of 7 rentals with hertz I had to call in
0 of 5 rentals with National...
National even held my rental for 4 hours when my flight was late where Hertz canceled it even tho both where provided with my flight info.
#11
Join Date: Nov 2010
Posts: 28
I've had some bad experiences with Hertz in the last year or two myself. Not with customer service as much as bad vehicles themselves. Three times now I've had to return a rental an hour or two after picking it up, because there were mechanical issues with the car. And I've been charged gas all three times as well when I've put less than 20 miles total each time. Unfortunately, I'm in an area where there are slim pickings of other options. Basically Enterprise neighborhood locations as the only other go to. Guess that might be part of the problem, little to no competition, they can afford to not worry about customer loyalty to a brand.
#12
Join Date: Mar 2012
Location: Pennsylvania
Programs: US Chairman's Preferred
Posts: 237
All this blah blah about 'why do you keep going back if they treat you bad' is missing the point. Obviously if the shots in the head are bad enough a guy will look for another relationship. Well, any way. At least I hope so
Sometimes stuff happens but you really should check the resv Pre-print before you leave the station. Make sure the CDP & FT numbers are showing & the cpn or promo # is present. All of these numbers are on my current Pre-print. Any why spend 20 mins on the tel. Create a Draft in your e-mail and every time they mess up just send a copy of the Draft to Hertz. It should work.
Recently however an inexplicable happened to me. I have 10 resv. sitting at a certain location. 5 of those resv. have a certain CDP # (let's say 111) and the last 5 have another CDP # (let's say 222). On a recent reservation. I was on the 2nd of 10 rentals and while the rental had the correct FT & Promo#s, it had the incorrect CDP # (222). The third, fourth & fifth resv. all came out fine. So, regardless of the perfect service, at the end it all depends on whether the agent knows how to properly pull out a resv.
It's a hassle sometimes but worth the benefit of the extra miles (minus the taxes on certain FF programs - don't forget to account for that cost)
Sometimes stuff happens but you really should check the resv Pre-print before you leave the station. Make sure the CDP & FT numbers are showing & the cpn or promo # is present. All of these numbers are on my current Pre-print. Any why spend 20 mins on the tel. Create a Draft in your e-mail and every time they mess up just send a copy of the Draft to Hertz. It should work.
Recently however an inexplicable happened to me. I have 10 resv. sitting at a certain location. 5 of those resv. have a certain CDP # (let's say 111) and the last 5 have another CDP # (let's say 222). On a recent reservation. I was on the 2nd of 10 rentals and while the rental had the correct FT & Promo#s, it had the incorrect CDP # (222). The third, fourth & fifth resv. all came out fine. So, regardless of the perfect service, at the end it all depends on whether the agent knows how to properly pull out a resv.
It's a hassle sometimes but worth the benefit of the extra miles (minus the taxes on certain FF programs - don't forget to account for that cost)
What email address would you suggest sending a letter to? I called Customer Service (oxymoron) 3 times and all they could do was give me an email address of [email protected]. Unfortunately, when you send an email there, all it does is send an automated message asking you to request missing points online. The online form does not let you attach files, or even give a description of the problem.
Can someone give me a good email address to send my info to where a live person might actually try to help me?
#14
FlyerTalk Evangelist
Join Date: Mar 2009
Location: NYC
Programs: AS MVPG, DL KM, Bee Six, Bonvoy Plat, Avis PC, Natl Exec, Greyhound Road Rewards Z"L
Posts: 16,698
I have a multi-month rental I am supposed to be getting triple miles on, but they only gave me 500 miles for January and February. I kept all the screenshots and paperwork, and the FT, Promo, CDP#, etc. are all correct.
What email address would you suggest sending a letter to? I called Customer Service (oxymoron) 3 times and all they could do was give me an email address of [email protected]. Unfortunately, when you send an email there, all it does is send an automated message asking you to request missing points online. The online form does not let you attach files, or even give a description of the problem.
Can someone give me a good email address to send my info to where a live person might actually try to help me?
What email address would you suggest sending a letter to? I called Customer Service (oxymoron) 3 times and all they could do was give me an email address of [email protected]. Unfortunately, when you send an email there, all it does is send an automated message asking you to request missing points online. The online form does not let you attach files, or even give a description of the problem.
Can someone give me a good email address to send my info to where a live person might actually try to help me?
-J.
#15
Join Date: Mar 2012
Location: Pennsylvania
Programs: US Chairman's Preferred
Posts: 237
Yes, the online form does not permit you to attach documents or leave lengthy comments (at least the form I was directed to does not). To whom/how would you escalate the issue?