A delicate situation; need the help of all the Hertz vets and lurkers.
Jan 12, 2010, 11:57 am
#1
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
A delicate situation; need the help of all the Hertz vets and lurkers.
Over the past year, I've become one of the more vocal leaders in this forum. I have contributed immensely to all those who came in here and as most saw, I encouraged all to continue to rent from hertz as I was very satisfied with them.
I had a rental with my #1 Award points last week. I go to pick up the rental and I was told I was on the DNR (Do Not Rent) list. I called in to inquire why after 25 rentals and being a very loyal client of Hertz, was I put on that list. Here is what happened.
Before I came a 5* or even a #1 club member, I did a rental here in nyc from
2/12-2/16 of 2009. It was a brand new 2009 Toyota Corolla (red) with 3 miles. It was fresher then fresh. on 2/15, I got into a accident where I was going to do a right turn and a livery cab from the left lane cut me off to make the right lane and hit the front of my car. The car was damaged extensively in the front and was just barely in driveable condition.
I called the police and hertz to inform them of what happened. I was told to drive it to LGA to swap it out and to go fill out a accident report. I did that, swapped the car and completed my rental. within 7 business days, I submitted the Police report showing me and hertz were not at fault and the driver of the livery cab was at fault. I had then went to California so I was not able to receive Hertz' letters. they contacted a Invesitgator who called me, set up a meeting, came to my home and did a on the record and on tap interview detailing the events of the accident.
All paper work was submitted, LDW, PEI and LIS were paid for. And yet they waited over a year and 25 rentals later to put me on the DNR list. I have spent almost $5,000 on hertz in 2009 out of my own pocket (got reimbursed for some rentals but I was the one fronting the cost) which far exceeds what the damage to the car was.
I had everything on this rental to protect me in case something happened. I submitted the information and paperwork just as asked. I have cooperated fully when asked to. I was shown to not be at fault and yet Hertz is coming after me for the damages and restricting my ability to rent when I did nothing wrong. I don't want any problems or issues, I just want Hertz to see that I did nothing wrong and that they should go after the guilty party for the damages to the car. I want to be able to go back to renting cars for my job and for when I need it for leisure. I would hope that after 28 rentals (25 after I joined hertz #1 gold) they would see I'm a valuable client to have. I ask all of you for your help as to how to go from here with this situation.
I am frustrated by the lack of accountability of Hertz in this situation. they have the wrong date for the accident, no one seems to know who put me on the DNR list, they all say I followed protocol and yet I'm still in this situation.
Mike, if you're reading this, your help would be greatly appreciated. I have cooperated and will continue to cooperate so as to get this issue resolved so I can have my status resolved and the guilty party is held responsible for their actions.
I thank you all for reading and for all advice provided.
I had a rental with my #1 Award points last week. I go to pick up the rental and I was told I was on the DNR (Do Not Rent) list. I called in to inquire why after 25 rentals and being a very loyal client of Hertz, was I put on that list. Here is what happened.
Before I came a 5* or even a #1 club member, I did a rental here in nyc from
2/12-2/16 of 2009. It was a brand new 2009 Toyota Corolla (red) with 3 miles. It was fresher then fresh. on 2/15, I got into a accident where I was going to do a right turn and a livery cab from the left lane cut me off to make the right lane and hit the front of my car. The car was damaged extensively in the front and was just barely in driveable condition.
I called the police and hertz to inform them of what happened. I was told to drive it to LGA to swap it out and to go fill out a accident report. I did that, swapped the car and completed my rental. within 7 business days, I submitted the Police report showing me and hertz were not at fault and the driver of the livery cab was at fault. I had then went to California so I was not able to receive Hertz' letters. they contacted a Invesitgator who called me, set up a meeting, came to my home and did a on the record and on tap interview detailing the events of the accident.
All paper work was submitted, LDW, PEI and LIS were paid for. And yet they waited over a year and 25 rentals later to put me on the DNR list. I have spent almost $5,000 on hertz in 2009 out of my own pocket (got reimbursed for some rentals but I was the one fronting the cost) which far exceeds what the damage to the car was.
I had everything on this rental to protect me in case something happened. I submitted the information and paperwork just as asked. I have cooperated fully when asked to. I was shown to not be at fault and yet Hertz is coming after me for the damages and restricting my ability to rent when I did nothing wrong. I don't want any problems or issues, I just want Hertz to see that I did nothing wrong and that they should go after the guilty party for the damages to the car. I want to be able to go back to renting cars for my job and for when I need it for leisure. I would hope that after 28 rentals (25 after I joined hertz #1 gold) they would see I'm a valuable client to have. I ask all of you for your help as to how to go from here with this situation.
I am frustrated by the lack of accountability of Hertz in this situation. they have the wrong date for the accident, no one seems to know who put me on the DNR list, they all say I followed protocol and yet I'm still in this situation.
Mike, if you're reading this, your help would be greatly appreciated. I have cooperated and will continue to cooperate so as to get this issue resolved so I can have my status resolved and the guilty party is held responsible for their actions.
I thank you all for reading and for all advice provided.
Jan 12, 2010, 12:07 pm
#2
Join Date: Jun 2007
Posts: 1,090
I'm sorry to hear about this. You should probably start by calling the LGA location and finding out who the area manager is and getting in touch with him/her. You'll more than likely need to keep escalating the issue to at least a RVP level as their approval is required for a DNR addition.
If you aren't getting the names you need then I would contact Joseph Nothwang.
From what you have described, someone at Hertz screwed up big time as you should never have been placed on the DNR list for a first time accident that wasn't your fault per police records.
If you aren't getting the names you need then I would contact Joseph Nothwang.
From what you have described, someone at Hertz screwed up big time as you should never have been placed on the DNR list for a first time accident that wasn't your fault per police records.
Jan 12, 2010, 12:19 pm
#3
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
thanks for the info Spades. I've gathered the name of everyone I was transferred to and transferred from as no one seems to want to take charge of the situation and I will contact Mr. Nothwang personally.
Jan 12, 2010, 1:43 pm
#5
Join Date: May 2006
Programs: Hertz PC, QF Plat, Velocity Gold, HHonors Gold, SPG Gold
Posts: 2,803
Geeez that is VERY poor from Hertz.
You had all insurances and have done everything correctly and they treat you like you have done everything wrong.
So going off this anyone that has an accident ends up on the DNR list
Perhaps write to the local papers as well, not sure how that would work in the USA. But here in Australia it gets things fixed VERY fast. The media loves jumping on stories like that here.
I wish you luck and let us know if you get off the DNR list!
You had all insurances and have done everything correctly and they treat you like you have done everything wrong.
So going off this anyone that has an accident ends up on the DNR list
Perhaps write to the local papers as well, not sure how that would work in the USA. But here in Australia it gets things fixed VERY fast. The media loves jumping on stories like that here.
I wish you luck and let us know if you get off the DNR list!
Jan 12, 2010, 2:59 pm
#6
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
agreed cavalier. If it means me getting a credit card for the first time in years and renting from National then so be it. I don't want to do it as I really do like Hertz (am I the only one left) but this situation is very frustrating.
AnDee- agreed but I don't want this to hit the news or anything like that unless I have no other recourse. I just want them to take a step back, realize I'm a very valuable client and that I did nothing wrong. That with just a little effort, they will get the damages paid for (from the guilty driver) and they can continue to earn my business. But if they choose to be ignornant then it forces me, I don
t want to but sometimes you don't get what you want.
AnDee- agreed but I don't want this to hit the news or anything like that unless I have no other recourse. I just want them to take a step back, realize I'm a very valuable client and that I did nothing wrong. That with just a little effort, they will get the damages paid for (from the guilty driver) and they can continue to earn my business. But if they choose to be ignornant then it forces me, I don
t want to but sometimes you don't get what you want.
Jan 12, 2010, 3:37 pm
#7
Original Member
Join Date: May 1998
Location: DFW,TX USA
Programs: Lifetime Platinum Marriott
Posts: 1,567
I would send a letter the WSJ Travel guy.
This is one of those situations he would love.
I agree give the phone tree one more try, then I would contact national press.
This is one of those situations he would love.
I agree give the phone tree one more try, then I would contact national press.
Jan 12, 2010, 4:00 pm
#8
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,532
Whether you were at fault or not should be irrelevant if you paid for the supplemental coverages, unless you did something to void those coverages.
Jan 12, 2010, 4:29 pm
#9
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
I do not understand this. Why is Hertz coming after you for the damages if you paid for LDW and LIS? Is Hertz claiming that you did something that voided the LDW/LIS coverage?
Whether you were at fault or not should be irrelevant if you paid for the supplemental coverages, unless you did something to void those coverages.
Whether you were at fault or not should be irrelevant if you paid for the supplemental coverages, unless you did something to void those coverages.
Apr 18, 2010, 5:04 pm
#12
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
Looks like my celebration was premature. I did do 2 rentals in February. Unfortunately, I was put back on the list by Hertz because of this accident...again! Unfortunately Spades, when I contacted Mr. Nothwang, he contacted Thom Campbell and he has gone to full lengths to make sure I do not get my privileges restored. He keeps changing his "requirements" in order for me to get it done to the point that I'm absolutely horrifed and disgusted with Hertz. If they are treating me, a 5* who has openly told them I wish to join Platinum as poorly as they have, It can happen to you. I spent thousands of dollars on High value rentals and for what, so Mr. Campbell could treat me as if I were a criminal.
What it boils down to is this: He IMO does not believe I worked for AT&T and so he has said I need to proof to him I worked for AT&T. I sent him a letter from the assistant manager I used to work with and a photo of my AT&T Business card. She did not want her number listed so I omitted it. Mr. Campbell said not good enough and needed a letter from my manager from when I was there and a contact number. I then submitted that to him and let him know my displeasure at how it's been 3 months and he continues to not grant me the privileges that were wrongfully taken away from me.
He then wrote back saying that since he's not the current manager at the location, it was not good enough. NOW, I need a letter from the current manager at the location where I used to work with. Now, if he had told me this from the beginning, no problem. But the fact that he has continued to add more stipulations makes me feel as if he will never remove me off the DNR list. I am extremely disappointed that even when I'm cleared, I will NEVER rent from Hertz again. I will take my 25 rentals a year and bring them to Avis and National as they both have indicated to me that they will match me with Avis First and National Emerald. I WANTED to be Platinum. I was extremely happy but with the about face treatment, I know this can happen to any of you. Hertz seems to care more about the $2,000 from the accident then $3,500-$4,000 a year I was willing to spend on Hertz NOT including the $1,200 fee for Platinum.
I will get them their letter but I refuse to have anything to do with Hertz and I will encourage all of you to take your business elsewhere. Elites who spend their hard earning money and display the loyalty us Hertz 5*s, PC's, and Platinums show should not be repaid the way it has been in my case. Hertz only interested me for the Premium vehicles, a fact that I've seen National and Avis pick up on.
I will post the e-mails after this post.
What it boils down to is this: He IMO does not believe I worked for AT&T and so he has said I need to proof to him I worked for AT&T. I sent him a letter from the assistant manager I used to work with and a photo of my AT&T Business card. She did not want her number listed so I omitted it. Mr. Campbell said not good enough and needed a letter from my manager from when I was there and a contact number. I then submitted that to him and let him know my displeasure at how it's been 3 months and he continues to not grant me the privileges that were wrongfully taken away from me.
He then wrote back saying that since he's not the current manager at the location, it was not good enough. NOW, I need a letter from the current manager at the location where I used to work with. Now, if he had told me this from the beginning, no problem. But the fact that he has continued to add more stipulations makes me feel as if he will never remove me off the DNR list. I am extremely disappointed that even when I'm cleared, I will NEVER rent from Hertz again. I will take my 25 rentals a year and bring them to Avis and National as they both have indicated to me that they will match me with Avis First and National Emerald. I WANTED to be Platinum. I was extremely happy but with the about face treatment, I know this can happen to any of you. Hertz seems to care more about the $2,000 from the accident then $3,500-$4,000 a year I was willing to spend on Hertz NOT including the $1,200 fee for Platinum.
I will get them their letter but I refuse to have anything to do with Hertz and I will encourage all of you to take your business elsewhere. Elites who spend their hard earning money and display the loyalty us Hertz 5*s, PC's, and Platinums show should not be repaid the way it has been in my case. Hertz only interested me for the Premium vehicles, a fact that I've seen National and Avis pick up on.
I will post the e-mails after this post.
Apr 18, 2010, 5:07 pm
#13
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
From: El_Chiflero
To: [email protected]
Subject: 02-2009-13943
Date: Thu, 15 Apr 2010 16:02:57 -0400
Hello Mr. Campbell!
Enclosed is the letter you had requested and in addition, I've added a
picture of my business card as further proof of my employment with AT&T. I
hope that this matter is finally resolved as it has caused me much trouble.
Thanks!
Christian A. Martinez
To: [email protected]
Subject: 02-2009-13943
Date: Thu, 15 Apr 2010 16:02:57 -0400
Hello Mr. Campbell!
Enclosed is the letter you had requested and in addition, I've added a
picture of my business card as further proof of my employment with AT&T. I
hope that this matter is finally resolved as it has caused me much trouble.
Thanks!
Christian A. Martinez
Apr 18, 2010, 5:07 pm
#14
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
Mr. Martinez,
I have save your documents to my file. The letter provided is missing a
few things necessary for it to qualify as a proof of business use letter.
The letter would need to be on AT&T letterhead and there would need to be
contact information for the person who wrote the letter. Also, As Mr.
Campbell is the person who placed you on the list he would need to remove
you once the correct documents are received.
Thank you,
William J. LeBlanc
Recovery Specialist
The Hertz Corporation
Central Recovery Unit
14501 Hertz Quail Springs Parkway,
Oklahoma City, OK 73134
Phone # (405)775-6317
E-Mail: [email protected]
Mail Payments:
The Hertz Corporation
P.O. Box 121056
Dallas, TX 75312
I have save your documents to my file. The letter provided is missing a
few things necessary for it to qualify as a proof of business use letter.
The letter would need to be on AT&T letterhead and there would need to be
contact information for the person who wrote the letter. Also, As Mr.
Campbell is the person who placed you on the list he would need to remove
you once the correct documents are received.
Thank you,
William J. LeBlanc
Recovery Specialist
The Hertz Corporation
Central Recovery Unit
14501 Hertz Quail Springs Parkway,
Oklahoma City, OK 73134
Phone # (405)775-6317
E-Mail: [email protected]
Mail Payments:
The Hertz Corporation
P.O. Box 121056
Dallas, TX 75312
Apr 18, 2010, 5:08 pm
#15
Original Poster
Join Date: Mar 2009
Location: PHX/NYC/LA
Programs: AA Plt, Marriott Gold, National EE, Hertz PC, El Mambero De Mucci, PWP Aide to Generalissimo Godot
Posts: 4,893
Mr. Leblanc & Mr. Campbell
I have sent a new letter that I was able to get from my former Retail Store Manager. Nearly all letters and e-mails sent from the retail level do not include the AT&T logo as the standard letterhead is on the bottom of the letter which states your name, the division within the company, the location and your phone number. My former assistant manager had not wanted to be contacted about this matter and her number was omitted. My former Manager has decided to include his number as a favor.
Let me ABSOLUTELY clear: I am disgusted at how long this process has been dragged out. If it were a regular renter with no history at Hertz, fire away. But I've done over 25 rentals AFTER the accident, spending over $3,500 in Prestige Collection rentals which I believe is worth more then the damages to the Corolla and the fact that I have been ready to upgrade my membership to Hertz #1 Platinum and spend another $1,200 of my money as appreciation for your services. The fact that I've been persecuted for something that was not my fault and showed no respect or appreciation for being a loyal #1 Club 5 Star member goes to show me that clearly, my money is not valued at Hertz and that the premium I have paid for the Prestige collection does not matter. The idea of customer loyalty and customer satisfaction is something I see is lacking in this situation not to mention that you guys have made me feel as if I were a criminal for getting into a accident with your vehicle and having LDW on my code. I do want my privileges restored but I am very much reconsidering sending you $1,200 to upgrade my membership if this is how I'm going to be treated. Mr. Leblanc had closed the case and the only reason I contacted your superior Mr. Nothwang was because I was advised by 6 current and former Hertz Managers that he would help me. Clearly, their faith has been misplaced as you have done nothing but drag out a process that Mr. Leblanc had already declared closed. I truly hope this is the last we speak of this matter and that my privileges are restored as it is mandatory for me to have a rental car for my trip to Miami.
Thank you
Christian Martinez
I have sent a new letter that I was able to get from my former Retail Store Manager. Nearly all letters and e-mails sent from the retail level do not include the AT&T logo as the standard letterhead is on the bottom of the letter which states your name, the division within the company, the location and your phone number. My former assistant manager had not wanted to be contacted about this matter and her number was omitted. My former Manager has decided to include his number as a favor.
Let me ABSOLUTELY clear: I am disgusted at how long this process has been dragged out. If it were a regular renter with no history at Hertz, fire away. But I've done over 25 rentals AFTER the accident, spending over $3,500 in Prestige Collection rentals which I believe is worth more then the damages to the Corolla and the fact that I have been ready to upgrade my membership to Hertz #1 Platinum and spend another $1,200 of my money as appreciation for your services. The fact that I've been persecuted for something that was not my fault and showed no respect or appreciation for being a loyal #1 Club 5 Star member goes to show me that clearly, my money is not valued at Hertz and that the premium I have paid for the Prestige collection does not matter. The idea of customer loyalty and customer satisfaction is something I see is lacking in this situation not to mention that you guys have made me feel as if I were a criminal for getting into a accident with your vehicle and having LDW on my code. I do want my privileges restored but I am very much reconsidering sending you $1,200 to upgrade my membership if this is how I'm going to be treated. Mr. Leblanc had closed the case and the only reason I contacted your superior Mr. Nothwang was because I was advised by 6 current and former Hertz Managers that he would help me. Clearly, their faith has been misplaced as you have done nothing but drag out a process that Mr. Leblanc had already declared closed. I truly hope this is the last we speak of this matter and that my privileges are restored as it is mandatory for me to have a rental car for my trip to Miami.
Thank you
Christian Martinez