Hertz unfair dnr (Do Not Rent) list and service
May 19, 2012, 6:18 pm
#16
Join Date: Jun 2007
Posts: 1,090
Just move on. As a former Hertz employee, I generally rent with Avis these days. I have generally received much nicer cars from them and they're usually a lot cheaper too.
May 19, 2012, 8:32 pm
#17
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Join Date: May 2012
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From my experience dealing with the public over many years, we call the police as a last resort when someone is abusive and/or threatening to staff, when we cannot get them to leave or defuse the situation any other way.
Many times the day after someone is abusive or threatening, they complain to senior management that they are the one who has been abused. I think some of them actually believe they are the victims. Eyewitness documentation of the events usually ends this type of complaint quickly.
I doubt that scenario unfolded as "I refused to accept the car they wanted to rent me, so they called the police". In fact, this woman must have known that calling the police would bring her a lot of grief, scrutiny from her boss, etc, and I am sure if there were any other way of handling the situation, she would have done so.
Learn from your experience. Low paid people who work in customer service deserve to be treated with respect.
Many times the day after someone is abusive or threatening, they complain to senior management that they are the one who has been abused. I think some of them actually believe they are the victims. Eyewitness documentation of the events usually ends this type of complaint quickly.
I doubt that scenario unfolded as "I refused to accept the car they wanted to rent me, so they called the police". In fact, this woman must have known that calling the police would bring her a lot of grief, scrutiny from her boss, etc, and I am sure if there were any other way of handling the situation, she would have done so.
Learn from your experience. Low paid people who work in customer service deserve to be treated with respect.
May 19, 2012, 8:42 pm
#18
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What did you rent, what wasoffered? What did you want?
Last edited by l etoile; May 30, 2012 at 9:41 am
May 19, 2012, 9:23 pm
#19
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Oh I'm not. I was trying to understand what you were talking about. I'm fine. I reserved a full size. As a Platinum I'm guaranteed a upgrade to premium or higher if available. So at minimum a premium car was expected. When she said the Camry I said no. She said she was sold out and nothing else could have been offered. Which I know was a lie. Because i had a business associate that was flying in to Ontario and booked a escalade. He cancelled while I was there. I has him call. She wouldn't let me pay to upgrade. Then I called reservations and asked if they were able to book the escalade for me. They said yes. And did it. I was standing there when they assigned the escalade to me but didn't know it. After I said ok well I am canceling and taking the escalade is when she got upset. I called another manager on his cell and asked him to talk to her. She wouldn't touch my cell phone. So he called the office. She took the call and went to the back. 10 minutes later the police show up. I called the other manager back. He said he was still on hold. I told him what occurred. He felt bad and called the palm springs airport and had them help me. I drove 50 miles out of my way.
May 19, 2012, 9:52 pm
#20
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May 19, 2012, 11:12 pm
#21
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The If Available part is for anything higher than a premium. But I'm guaranteed an upgrade. Period. So a full size reservation, I am guaranteed to get a premium vehicle. Now if they have a vehicle higher than premium it's up to the location.
May 19, 2012, 11:18 pm
#22
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Originally Posted by SergioRodriguez
Period. So a full size reservation, I am guaranteed to get a premium vehicle. Now if they have a vehicle higher than premium it's up to the location.
There is only 1 side to the story given, I suspect if <the manager - name removed by moderator> was to post, there would be a different view from her
Last edited by l etoile; May 30, 2012 at 9:42 am
May 19, 2012, 11:43 pm
#23
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There is nothing in the benefits that states an upgrade beyond premium at all, guaranteed or if available.
If they have no premium car there, then you may have to accept a full size with charges for a lower category. Looking at the Hertz bookings for Ontario Airport, a Camry is full sized with a Nissan Maxima being a premium. Anything beyond that is not covered for PC upgrades
There is only 1 side to the story given, I suspect if XX was to post, there would be a different view from her
If they have no premium car there, then you may have to accept a full size with charges for a lower category. Looking at the Hertz bookings for Ontario Airport, a Camry is full sized with a Nissan Maxima being a premium. Anything beyond that is not covered for PC upgrades
There is only 1 side to the story given, I suspect if XX was to post, there would be a different view from her
There is a guarantee of upgrade from full to premium. Not if or maybe it says you are guaranteed an upgrade. If she truly had no option I would have understood. I'm very knowledgeable when it comes to Hertz and it's availability.
Last edited by l etoile; May 30, 2012 at 9:43 am Reason: name removed
May 19, 2012, 11:54 pm
#24
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What type of car did she originally give ?
May 19, 2012, 11:59 pm
#25
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The one and only option she gave me was a Camry with 20k some odd miles and smelled like smoke. I did not want it. I also did not expect a Mercedes or a BMW. I just wanted something newer and that didn't smell. I don't smoke. I hate renters that smoke in the cars and thinks its ok. I have horrible allergies.
May 20, 2012, 8:59 am
#26
Join Date: Apr 2005
Posts: 312
It really does seem that this woman <name removed by moderator> has a vendetta against you. It really bothered her that you were able to rent from Hertz again. Had she not seen your name, you would have had no problem renting with Hertz as you have been. I do not know how a local Hertz employee can have such influence on your case since you won your DNR appeal and have been renting with Hertz without incident since then.
You may want to take this up with a lawyer to see what rights you have. Another possibility is to write to the president of Hertz by certified mail explaining the situation to him or her. It may be that <name removed by moderator> is actually a "problem" employee and that her actions need further investigation.
soccer
You may want to take this up with a lawyer to see what rights you have. Another possibility is to write to the president of Hertz by certified mail explaining the situation to him or her. It may be that <name removed by moderator> is actually a "problem" employee and that her actions need further investigation.
soccer
Last edited by l etoile; May 30, 2012 at 9:44 am
May 20, 2012, 11:43 am
#27
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Is there any way to issue an award out of your account with a spouse or someone as the renter? Or any other way to issue a Hertz award in someone else's name. Used to be you could just order paper certificates...
May 20, 2012, 11:51 am
#28
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It really does seem that this woman XX has a vendetta against you. It really bothered her that you were able to rent from Hertz again. Had she not seen your name, you would have had no problem renting with Hertz as you have been. I do not know how a local Hertz employee can have such influence on your case since you won your DNR appeal and have been renting with Hertz without incident since then.
You may want to take this up with a lawyer to see what rights you have. Another possibility is to write to the president of Hertz by certified mail explaining the situation to him or her. It may be that XX is actually a "problem" employee and that her actions need further investigation.
soccer
You may want to take this up with a lawyer to see what rights you have. Another possibility is to write to the president of Hertz by certified mail explaining the situation to him or her. It may be that XX is actually a "problem" employee and that her actions need further investigation.
soccer
I'm going to ask for them to transfer them to my wife if they willing to do so. My only fear is if I do ask for that they may DNR her. So I'm not 100% sure how to handle that. But I will figure something out. I really would like my points and a apology for making me go through this again. In the legal world it would be considered double jeopardy.
Last edited by l etoile; May 30, 2012 at 9:45 am Reason: names removed per rules
May 20, 2012, 7:56 pm
#29
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Seg, you seem like a reasonable person. You are entering into a rental agreement, you don't have to rent from Hertz, even if you are the highest level renter. In regards to upgrades, I never expect anything as a PC and if they give me a higher level, I am surprised. The three best upgrades were never asked for. The incident about your associate reserving and then cancelling a prestige car, did you ever thing they overbook and had two prestige SUV reservations that day and they had to hold the one that was cancelled for another renter? Hey, I worked for Hertz 25 years ago and still keep in contact with some co workers. When I see poor service, yes, I call them out, when there is good service, I also point them out. In regards to Ontario, I remember a <name removed by moderator> who was a counter person who was very nice and polite, but I think she is smarter to know not to promote. I hope you aren't the type of renter who clogs up the Gold Booth for 20 minutes wanting to change cars three times. One more thing, unless I'm reading this wrong and I am sure you authorized the other renters, but how does one person have three rentals out at the same time unless you are a business?
Last edited by l etoile; May 30, 2012 at 9:46 am Reason: name removed per rules
May 20, 2012, 8:44 pm
#30
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FWIW, the treatment the OP describes is not what I would expect as a Hertz Platinum, nor what I would accept.