Joonydell

So the HLE which i frequent has a manager lets call Sam. Sam is very rude and definitely doesn't give a flying hoot about the customers, which ive been accustomed too for quite some time now, so thats pretty norm. However, this time around it was exceptionally bad.

i booked a mid size sedan more than 48 hours in advance, and when arrived at the location, was given a full size suv. the problem here is that i specifically called in and asked for a sedan which would suite my rental needs better and was offered other large suvs. additionally this full size suv was extremely dirty with white stains on the steering wheel , less than half a tank of gas, and worst of all - didnt have a functional horn (safety concern)! took a peak at the rest of the lot, and it was stacked well with a bunch of premium and full size sedans. when inquiring about swapping to one of those, as they are closer to my reserved class, was first told they were reserved for other customers, then told their would have to be an upgrade fee.

this manager is very hostile not only towards me, but to anyone who've ive spoken with that used this location. on top of all this, when returning the vehicles, Sam always puts down an extra 300-400 miles on the rental receipt which i never drove!

how do i go about this situation? open to all suggestions. tia

m907

Corporate or franchise location?

AutoSlash

Call and ask for the contact information for the regional manager. If an employee at that location won't provide it, call the nearest location to them and ask them for it instead.

When corresponding with him/her, just state the facts and be as specific as possible. Try to keep emotion out of it. If you have previous rental agreement numbers handy, that is always helpful.

Hopefully the regional manager can address the situation with the local branch. You could go through Hertz Corporate, but it will probably end up in the regional manager's lap anyway, so better to do direct.

jim32190

cestmoi123

I would focus on two things:

1. He tried to give you a vehicle that wasn't safe to drive (non-functioning horn).
2. He consistently adds mileage to the receipts (is this so he can use vehicles personally?).

Joonydell

its a corporate location

tbh, im not sure why he adds on the extra miles, however, he ALWAYS does it.

Auto Enthusiast

With Hertz recently putting customers on the Do Not Rent list for "excessive mileage," you absolutely should report any falsifications in this regard.

ng1265

You can also report anonymously via this link:
https://secure.ethicspoint.com/domai...383/index.html

m907

That looks like it's for Hertz employees to report internal issues. I'd go to the BBB instead to quickly get the attention of someone higher up.

ng1265

I went through the flow of submitting a report (not validating it, and one of the questions where you are asked your relationship with Hertz has a value "Customer", so looks like it might work?

m907

It says clearly at the top, "Customers: for assistance, please call the Executive Customer Service Line at 1-800-654-3131, option 7."

BThumme

Links on this? I frequently put lots of miles on my weekend rentals.

Auto Enthusiast

Please search the threads. It's come up several times.

Joonydell

what is considered "lots"?

jim32190