Ever had a car break down?
 

I did.

On a lengthy drive, my rental expired with a bang and I then limped to a local "quickie Mart". I called Hertz, and they profusely apologized. Offered to send me a replacement vehicle, but given the location it would be several hours. Luckilly for me a colleague was following me and was able to give me a lift to my meeting and to the airport. Hertz was extremely cordial and said they would take care of it.

Now, 5 weeks later my "reciept" for the rental arrives. I assumed since I did not recieve one they simply waived the rental in the spirit of "ggod business" (I am a President Circle member). I was shocked to see that they charged me for the total rental.

My question: a) Am I off base to expect some consideration for the lack of service from the rental?

b) What have others experienced when (if) this has happened?

c) What should I do?

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DL PM MM
Comment from one Passenger to another: "Isn't it interesting to note that parts of this plane were built by the lowest bid contractor?"

a) I had a brand new car die about 1 hour east of MCO a few years ago...waited with my boss 3 hrs for a tow truck, when we finally got to the airport the duty mgr was extremely apologetic and took a hefty sum off my bill....in hind site I wish he would have given me tons of airline miles instead

I have pretty good luck with Hertz. I would call the manager at the location you rented from, ask them to check their records, and I think you would get a satisfactory change (no charge for this rental)?

A couple times, but not with Hertz. The more memorable incident occurred when my convertible's brakes gave out 15 miles outside of Yellville, Arkansas. Yes, there really is such a place as Yellville, Arkansas. It's about as large and sophisticated a town as you'd expect a place named Yellville, Arkansas to be. And if you think your car breaking down in Yellville, Arkansas is bad imagine it breaking down 15 miles away from Yellville, Arkansas.

As you can probably tell, I laugh about it now more than anything.

To answer the question, I was back on the road after a couple of hours, and was reimbursed for the cost of the repairs and given that day's rental for free.

[This message has been edited by Frequent Freak (edited 09-23-2002).]

I have had 2 cars "break" down. One car the brake lights stopped working. The Hertz agent apologized and replaced the car. When I mentioned it wasn't full of gas they said don't worry. They second time I had a tire with a slow leak - again I had no problem swapping out the car with a tank half full.

The saga continues:

September 23, 2002

From: Paul R. xxxxxxxx
President Circle Number: xxxxxxx

To: Hertz Customer Service
Orlando Hertz

Re: RR # xxxxxx


As your records probably indicate, I have been and continue to be a big fan of Hertz. That’s why when I got an express return receipt on September 21st for a rental dated August 22nd I went Huh??

Let me explain, the rental in question broke down on the morning of the 22nd, leaving me stranded. A quick call (quick and GREAT service) got me the answers I needed. I was offered a replacement but was told it would be 3 to 4 hours. Luckily for me, a co-worker was traveling the same route and got me to my meeting and that evening to my flight.

For weeks I checked the website for a receipt only to find none. I surmised that Hertz simply took care of one of it’s most loyal customers who was inconvenienced by a rental car that broke down. But, I was mistaken.

The real problem is, the rental I signed showed a rate of $42 / day, the receipt I got, shows 59.99$ / day. No mention of the inconvenience, no token effort to apologize for the inconvenience of a breakdown.

What I ask at the very minimum, is that Hertz honor the contract at the rate printed, $42 / day. What I’d prefer is that something be offered for the inconvenience, mostly by having to deal with this.

Regards,

Paul xxxxx
xxx xxx xxxx

I had a car with transmission problems about 2 hours out of MCO. After about three hours, they arrvied with a new car on a flat bed and hauled the old one out.

I had a Kia Sportage blow a tire on the loop around Atlanta during evening rush hour in the middle of July. Can you say CODE PURPLE? I about flipped the sucker. When I returned the car, no apology or discount. I really did not expect one but I do hope that they replaced the tire before renting it out to the next guy.

I had a rental car hit by a drunk driver (I wasn't in it.. happened in a hotel parking lot near Boston). Avis towed in a new car and towed out the old one. The local police actually called Avis for ME and gave them their word on the car being undriveable


Another one was late last year with a Hertz car in France. I got a BRAND new Ford Focus manual (I've driven manual/stick shifts for years). Got to my visit fine, on the way back the gear shift knob locks into 3rd gear. My idiot co-worker smacks the gear shift HARD after a few minutes of me trying to unstick it and BAM, the car is NOW stuck in neutral.

Hertz France had no one answering the line that spoke English and my French was horrible back then. So I had to 3 way call Hertz on my cell phone with someone from our Paris office.

Hertz sent a cab to get us to the airport and they picked up the car later.


Then no more than two weeks later a dead battery on a car in Hannover, Germany (no lights or anything left on), took a taxi back to the airport - Hertz payed for it upon arrival to the airport and took the keys from me. Didn't make me wait around for a jump start or anything.


Also had a flat tire on the 405 freeway in LA at 1AM on the LEFT side of my Hertz Camry. Hertz roadside (their subcontractor) took 2 hours to come out and replace the tire - there was NO chance in hell I was going to do it and get run over by some idiot.

Both the Hertz dead car incidents resulted in the car being returned on the paperwork - with the times I called in the dead cars on my cell phone. No extra fees or anything else.



[This message has been edited by NickP 1K (edited 09-23-2002).]

NickP 1K what do your friends say when you ask if you can borrow their car?

I had an issue with a Hyundai SantaFe in SAN - was driving and the check engine light went off. Nothing tragic happened really - just drove the car back to the airport and they put me in another int suv. The only thing upsetting was the enormous charge for the gas fees when not returning the car completely full. I got the car 3/4's full and returned it that way ... they had the nerve to tack on a $25 fuel surcharge. Same thing happened to the poor lady in front of me.

I also ran into the "check engine" light problem with a Volvo rented at YYZ. Called Hertz and they asked me to return the car to their nearest location in downtown Toronto. But they didn't charge me for the gas used, even though the tank was only half full when I returned the car. I thought this was fair, given the situation.

In retrospect it seems kinda funny to me that the one time I got upgraded to a Volvo I had a problem with the car. Didn't have any problems at all with the nondescript fullsize they gave me as a replacement.

Resolution:

Got this response from Hertz today:

"I received your email and apologize for the time delay in closing your
rental agreement. I have changed your rate back to your original rate of
$42.00 per day. As a customer service gesture, I have also credited you
for the fuel and service charge of $27.20. Your AMX has been issued a
credit in the amount of $86.04 to include the rate difference, fuel, and
applicable tax. Please allow 1-2 billing cycles for this credit to appear
on your statement. We apologize for the inconvenience of the breakdown and
the resulting delay in receiving your receipt. None of this was
intentional. We value our customers and look forward to serving your
rental car needs in the future."

So, in reality, I got free gas just like the rest of you!

I have needed to return a poorly operating or damaged vehicle to Hertz a number of times, once as recently as this summer. I have always brought them in with less than a full tank and never was charged for fuel.

I had a Ford Taurus that accelerated whenever I took my foot OFF the gas pedal. We were in Hilton Head, having rented at SAV. Called Hertz and they immediately set up an exchange at Hilton Head Airport, about two miles from our hotel.

Gave us a new full tank of gas.