Originally Posted by
DullesTraveler
Week 3: Today - I get to the lot and find my name isn't on the board so I head for the Gold desk - the line stretched 100 feet. According to the employee - they just didn't have enough inventory. The employee said they could give me an upgraded car but I'd have to pay for the upgrade, although they would discount it, this was"policy". Really? You want me to pay extra for a service you agreed to deliver. Nice.
This is absolutely not policy. As a customer it's not your fault they oversold and don't have any vehicles in your class. General and customary is either to walk the customer to a competitor at the rate your customer agreed to pay or upgrade the customer to the next available class.
If the service representative had the audacity to tell me what they told you, I would first, ask for a manager, second I'd be on the phone with Hertz customer service right in front of them.