I'm a 5-Star member (for what that's worth) but I've never requested compensation for a rental problem.

In New Zealand recently, we rented a car that had a 3/4-size cargo cover in place (apparently Hertz personnel had improperly swapped one for another). We only noticed this the next morning. Obviously we couldn't continue with luggage exposed during our one-week rental, so we had to return twice to the rental location - once to show them the issue, and the other to have the proper-size cargo cover installed when they'd located one. A time and fuel waste on our vacation.

What are the chances of compensation through Hertz U.S. customer service, and what is reasonable compensation?

Thanks.....

$50 Voucher

They will probably give you something, but honestly, I wouldn't even ask nor would I expect anything.

I disagree. To the extent the renting location ever hears about it, compensation may promote accountability. Which is needed here.

It's a minor equipment issue, honestly, I get your concern and it was resolved. Sure it was vacation and you felt it was important enough to resolve, but it's like a defective accessory outlet or missing navigation disc; it's a minor quibble that should be reported, but to expect compensation is just crazy.

I disagree. It's important to be able to secure luggage properly. To be forced to the rental location not once but twice is a serious inconvenience, although of course it depends somewhat on the OP's planned itinerary. I think the rental location should have offered something. Since they didn't, reporting the issue to corporate is appropriate.

No, it's not "just crazy."

FWIW, most rental cars in the USA that could have cargo covers (i.e., SUVs) don't have them. A cargo cover or similar feature is not listed with anything in the vehicle guide for New Zealand (in any of the categories).

To the OP: why couldn't you just call them instead of going back to the location to show them the issue?

In my honest opinion, the fact that they went and found a cargo cover that would fit your vehicle was enough on their part. They never guaranteed such a feature, so it should not have been expected in the first place. I would chalk this up to the equivalent of getting a car with expired Sirius; assuming you didn't pay extra for it, it's nice if they fix it or make it right, but it should not be expected.

In regards to the original question: if you worded it right, you might be able to get something (perhaps a $50 voucher as already suggested). From what I can tell, many locations in NZ are actually corporate locations, so Hertz can't blame a rogue franchise or something of that effect. Don't get your hopes up, but YMMV.

-J.

The renting location wasn't corporate, but possibly the airport location where the cargo cover switch was said to occur is corporate.

I will seek compensation because the car was manufactured with a cargo cover, and Hertz vehicles have it. I won't rent vehicles without a trunk or cargo cover.

The story from the franchisee is that a Hertz employee improperly switched the correct-size cover for a smaller one from the previous model year, leaving a significant gap. This was not immediately noticeable when renting the car, but only recognized the next morning. Time was wasted dealing with the issue. The franchisee didn't go out of their way to find a replacement; they simply asked me to come back later that day when a customer was due to return a car of the same make, and they swiped that cover.

I encourage all rental car customers to seek compensation when it's clearly warranted. The more it happens, the less likely that such problems will reoccur. I would add that in the U.S., I haven't experienced such problems with Hertz, only with Dollar Thrifty.