Go Back   FlyerTalk Forums > Miles&Points > Car Rental Programs/Partners > Hertz | Gold Plus Rewards
Sign in using an external account

Reply
 
Thread Tools Search this Thread
Old Jun 11, 08, 9:59 am   #1
 
Join Date: Jun 2008
Posts: 3
Anyone know the email address for a Hertz Customer Service Executive?

Just had a horrific experience at Hertz. Worst in over 10 years as a Gold customer. I would like to send an email with feedback to their head of customer service.

Does anyone the email address of a Hertz customer service executive?
Faraz is offline   Reply With Quote
Old Jun 12, 08, 4:13 pm   #2
 
Join Date: Oct 2006
Posts: 21
Hi ,

I think it depends on which country you rented from I know when I had a complaint to make I was told that each country has its own customer services department.

Oh and do fill us in what have hertz done this time ???
sticks is offline   Reply With Quote
Old Jun 13, 08, 11:05 am   #3
 
Join Date: Feb 2007
Location: SJC
Programs: WN CP, DL PLT, Hyatt DD, PC PLT, GC PLT, Hertz PC
Posts: 289
Quote:
Originally Posted by Faraz View Post
Just had a horrific experience at Hertz. Worst in over 10 years as a Gold customer. I would like to send an email with feedback to their head of customer service.

Does anyone the email address of a Hertz customer service executive?
Tell me the city you had the problem with and I can try to get you a contact for the SVP for that region.
wlau is offline   Reply With Quote
Old Jun 13, 08, 1:53 pm   #4
 
Join Date: Jun 2008
Posts: 3
Experience

It was in Manhattan, this past weekend.

Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?

It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
Faraz is offline   Reply With Quote
Old Oct 9, 08, 4:48 am   #5
Moderator: British Airways Executive Club, Starwood Preferred Guest
 
Join Date: May 2006
Location: Englandshire
Programs: BD*LG (FWIW!), SPG Plat, MG Blue+, BA G
Posts: 6,800
I currently have an ongoing dispute with Hertz regarding a refund for unwarranted charges on a past rental, and have been in contact their Customer Services both by e-mail (using the "contact us" details from the website) and by phone.

Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.

It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
Oxon Flyer is offline   Reply With Quote
Old Oct 9, 08, 9:18 am   #6
 
Join Date: Jun 2008
Posts: 3
Write to exec

Here is what I did: go to their Investor Relations portion of website. Find the name of the executive in UK and write him a letter/email. cc customer service.

they sent me a coupon for $50 for my nxt rental. not great but guess its some recognition.
Faraz is offline   Reply With Quote
Old Oct 9, 08, 3:35 pm   #7
 
Join Date: Mar 2004
Location: UK
Posts: 214
Quote:
Originally Posted by Oxon Flyer View Post
I currently have an ongoing dispute with Hertz regarding a refund for unwarranted charges on a past rental, and have been in contact their Customer Services both by e-mail (using the "contact us" details from the website) and by phone.

Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.

It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
Hi

I would be happy to provide you with a contact email address etc so that you can escalate this issue. Please PM me and I'll PM you the details so that this can be addressed.
olivetti is offline   Reply With Quote
Old Oct 19, 08, 2:27 pm   #8
Moderator: British Airways Executive Club, Starwood Preferred Guest
 
Join Date: May 2006
Location: Englandshire
Programs: BD*LG (FWIW!), SPG Plat, MG Blue+, BA G
Posts: 6,800
Quote:
Originally Posted by olivetti View Post
Hi

I would be happy to provide you with a contact email address etc so that you can escalate this issue. Please PM me and I'll PM you the details so that this can be addressed.
Just a followup on this : one post on FT, one PM and one e-mail was all that was needed to achieve a very positive outcome. Once escalated, Hertz dealt with the issue swiftly and effectively. Thanks.
Oxon Flyer is offline   Reply With Quote
Old Oct 19, 08, 10:02 pm   #9
 
Join Date: Feb 2003
Location: CLE/CAK
Programs: DL Gold (2.5MM program miles), Airtran A+ Elite, Hilton Diamond, Hertz President's Circle
Posts: 590
Try tgraham@hertz.com

Try tgraham@hertz.com. Terry Graham is responsible for Hertz Customer Service worldwide. That got me a VERY prompt response to my problem. You should also cc customerservice@hertz.com.

Hertz Customer Service email?
OldRoyal is offline   Reply With Quote
Old Oct 20, 08, 9:18 am   #10
 
Join Date: Jul 2008
Location: south FL
Posts: 226
Quote:
Originally Posted by Faraz View Post
It was in Manhattan, this past weekend.

Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?

It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
What recourse does one have in this situation? If you have a confirmed reservation and you are Gold, don't they have to provide you with a car? Should they walk you to another agency and guarantee the same rate? Should you call Hertz customer service then and there if the CR rep at the HLE is unhelpful?

I just want to know for future reference, as the worst issue we've had with Hertz is having to replace a smoked-in car (I'm very sensitive to cigarette smoke) or getting a car one level down from our reservation, which was price adjusted accordingly. The worst my dh has experienced is last week... He didn't get an upgrade as he usually does (poor baby) because they only had the one car left and his plane was late. Which reminds me, I'm going to call the location directly and remind them he's coming in late again this week!
rsnash is offline   Reply With Quote
Old Apr 2, 09, 11:23 pm   #11
FlyerTalk Evangelist
 
Join Date: Feb 2004
Location: YYZ/YVR/LHR
Programs: AC*SE100K 1MM; Ambassador Lifetime SPG*Platinum CEM; Hertz*PC; VIA*Premier
Posts: 10,635
Quote:
Originally Posted by OldRoyal View Post
Try tgraham@hertz.com. Terry Graham is responsible for Hertz Customer Service worldwide. That got me a VERY prompt response to my problem. You should also cc customerservice@hertz.com.

Hertz Customer Service email?
Has anyone tried emailing Terry Graham about customer service issues they have experienced? Any success stories in regards to responses from him?

I emailed the customerservice@hertz.com email but no response in over a week.
__________________
2012 EQM: 247,944; 2013 EQM: 424,566; 2014 EQM: 196,502; 1,343 SPG Nights
Kuujjuarapik Esquimal; GTAA = PATHETIC
yyznomad is offline   Reply With Quote
Old Apr 9, 09, 8:01 pm   #12
 
Join Date: Dec 2007
Location: YYZ
Programs: National Executive, Hertz 5 star
Posts: 122
Quote:
Originally Posted by yyznomad View Post
Has anyone tried emailing Terry Graham about customer service issues they have experienced? Any success stories in regards to responses from him?

I emailed the customerservice@hertz.com email but no response in over a week.
You can try CustomerRelations@Hertz.com

After not getting any response from the form on the website, I emailed Customer Relations and received a response 3 days later. Although I am disappointed with the response as they basically didn't offer to do anything to resolve the issue.

I guess there is always Avis...
turbov6 is offline   Reply With Quote
Old Apr 20, 09, 2:20 pm   #13
FlyerTalk Evangelist
 
Join Date: Feb 2004
Location: YYZ/YVR/LHR
Programs: AC*SE100K 1MM; Ambassador Lifetime SPG*Platinum CEM; Hertz*PC; VIA*Premier
Posts: 10,635
Quote:
Originally Posted by turbov6 View Post
You can try CustomerRelations@Hertz.com

After not getting any response from the form on the website, I emailed Customer Relations and received a response 3 days later. Although I am disappointed with the response as they basically didn't offer to do anything to resolve the issue.

I guess there is always Avis...
Yeah that email was no help.

I have just experienced some pretty terrible customer service from Hertz YYZ and I am seriously thinking of taking my measly $6K/yr of business elsewhere. (but start from 2002 and that's roughly $50K that I've spent on them so far)
__________________
2012 EQM: 247,944; 2013 EQM: 424,566; 2014 EQM: 196,502; 1,343 SPG Nights
Kuujjuarapik Esquimal; GTAA = PATHETIC
yyznomad is offline   Reply With Quote
Old Apr 20, 09, 3:56 pm   #14
 
Join Date: Apr 2006
Location: YTZ
Programs: Hertz PC; National EE; CX, Hilton, Marriott & SPG Gold; AC Tangerine
Posts: 5,476
Quote:
Originally Posted by yyznomad View Post
Yeah that email was no help.

I have just experienced some pretty terrible customer service from Hertz YYZ and I am seriously thinking of taking my measly $6K/yr of business elsewhere. (but start from 2002 and that's roughly $50K that I've spent on them so far)
As a long time YYZ T1 renter, what kind of problems have you had?

-Brian
briantoronto is offline   Reply With Quote
Old Apr 23, 09, 4:40 am   #15
 
Join Date: Dec 2008
Location: East Anglia, UK
Programs: BAEC; AmexP; ICH Plat Amb; HH Gold
Posts: 4
I'd like an email address too

After two reminders sent, after a month I received a reply that had no connection with my query to customer services about a possible upgrade. I gave that one up.

Now, I have a query that I really do want answered.

Is there anyone in Hertz management who I could email, with a hope of a reasonable reply? My query is:

"Reservation: E3180xxxxxx

On March 14th when I made (and printed out) this reservation the "Approximate Total" was 1249.75 USD.

Today, when I checked the details online the 'Review Reservation View Popup' page shows the "Approximate Total" to be 1396.78 USD.

1). Why are you increasing the price?

2) And, why is this being done without informing me?

3) Was it intended as a 'surprise' at pick-up, when it's inconvenient to argue?

Please confirm that the original reservation price will be honored."


Any help/advice will be welcomed! Thanks
ianmac22 is offline   Reply With Quote
 
 
Reply

Bookmarks


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off
Forum Jump


All times are GMT -6. The time now is 5:43 pm.




SEO by vBSEO ©2011, Crawlability, Inc.