Anyone know the email address for a Hertz Customer Service Executive?
Jun 11, 2008, 9:59 am
#1
Original Poster
Join Date: Jun 2008
Posts: 3
Anyone know the email address for a Hertz Customer Service Executive?
Just had a horrific experience at Hertz. Worst in over 10 years as a Gold customer. I would like to send an email with feedback to their head of customer service.
Does anyone the email address of a Hertz customer service executive?
Does anyone the email address of a Hertz customer service executive?
Jun 13, 2008, 11:05 am
#3
Join Date: Feb 2007
Location: SJC, SFO
Programs: Delta DM, IHG Spire, Hertz PC, H.com Gold^3, lowly something on others...
Posts: 1,260
Tell me the city you had the problem with and I can try to get you a contact for the SVP for that region.
Jun 13, 2008, 1:53 pm
#4
Original Poster
Join Date: Jun 2008
Posts: 3
Experience
It was in Manhattan, this past weekend.
Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?
It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?
It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
Oct 9, 2008, 4:48 am
#5
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,032
I currently have an ongoing dispute with Hertz regarding a refund for unwarranted charges on a past rental, and have been in contact their Customer Services both by e-mail (using the "contact us" details from the website) and by phone.
Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.
It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.
It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
Oct 9, 2008, 9:18 am
#6
Original Poster
Join Date: Jun 2008
Posts: 3
Write to exec
Here is what I did: go to their Investor Relations portion of website. Find the name of the executive in UK and write him a letter/email. cc customer service.
they sent me a coupon for $50 for my nxt rental. not great but guess its some recognition.
they sent me a coupon for $50 for my nxt rental. not great but guess its some recognition.
Oct 9, 2008, 3:35 pm
#7
Join Date: Mar 2004
Location: UK
Posts: 214
I currently have an ongoing dispute with Hertz regarding a refund for unwarranted charges on a past rental, and have been in contact their Customer Services both by e-mail (using the "contact us" details from the website) and by phone.
Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.
It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
Customer Services have not resolved my problem, and indeed the conduct of two of their agents has been particularly evasive and obstructive : one agent has invented numerous false reasons to deny my claim, and another has twice promised me the refund would be made immediately, but has not done so.
It has got to the stage now where I have no confidence in Customer Services, and wish to escalate to an appropriate senior manager with Hertz, prefarably in the UK. There's nothing on the website, who do I contact ? Thanks
I would be happy to provide you with a contact email address etc so that you can escalate this issue. Please PM me and I'll PM you the details so that this can be addressed.
Oct 19, 2008, 2:27 pm
#8
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,032
Just a followup on this : one post on FT, one PM and one e-mail was all that was needed to achieve a very positive outcome. Once escalated, Hertz dealt with the issue swiftly and effectively. Thanks. ^
Oct 19, 2008, 10:02 pm
#9
Join Date: Feb 2003
Location: CLE/CAK
Programs: DL Gold (2.5MM program miles), Airtran A+ Elite, Hilton Diamond, Hertz President's Circle
Posts: 593
Try [email protected]. Terry Graham is responsible for Hertz Customer Service worldwide. That got me a VERY prompt response to my problem. You should also cc [email protected].
http://www.flyertalk.com/forum/[email protected]
http://www.flyertalk.com/forum/[email protected]
Oct 20, 2008, 9:18 am
#10
Join Date: Jul 2008
Location: south FL
Posts: 226
It was in Manhattan, this past weekend.
Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?
It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?
It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.
I just want to know for future reference, as the worst issue we've had with Hertz is having to replace a smoked-in car (I'm very sensitive to cigarette smoke) or getting a car one level down from our reservation, which was price adjusted accordingly. The worst my dh has experienced is last week... He didn't get an upgrade as he usually does (poor baby) because they only had the one car left and his plane was late. Which reminds me, I'm going to call the location directly and remind them he's coming in late again this week!
Apr 2, 2009, 11:23 pm
#11
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Try [email protected]. Terry Graham is responsible for Hertz Customer Service worldwide. That got me a VERY prompt response to my problem. You should also cc [email protected].
http://www.flyertalk.com/forum/[email protected]
http://www.flyertalk.com/forum/[email protected]
I emailed the [email protected] email but no response in over a week.
Apr 9, 2009, 8:01 pm
#12
Join Date: Dec 2007
Location: YYZ
Programs: National EE, Hyatt Globalist, Marriott Titanium, IHG Diamond, AC 50K
Posts: 422
Has anyone tried emailing Terry Graham about customer service issues they have experienced? Any success stories in regards to responses from him?
I emailed the [email protected] email but no response in over a week.
I emailed the [email protected] email but no response in over a week.
After not getting any response from the form on the website, I emailed Customer Relations and received a response 3 days later. Although I am disappointed with the response as they basically didn't offer to do anything to resolve the issue.
I guess there is always Avis...
Apr 20, 2009, 2:20 pm
#13
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
You can try [email protected]
After not getting any response from the form on the website, I emailed Customer Relations and received a response 3 days later. Although I am disappointed with the response as they basically didn't offer to do anything to resolve the issue.
I guess there is always Avis...
After not getting any response from the form on the website, I emailed Customer Relations and received a response 3 days later. Although I am disappointed with the response as they basically didn't offer to do anything to resolve the issue.
I guess there is always Avis...
I have just experienced some pretty terrible customer service from Hertz YYZ and I am seriously thinking of taking my measly $6K/yr of business elsewhere. (but start from 2002 and that's roughly $50K that I've spent on them so far)
Apr 20, 2009, 3:56 pm
#14
Join Date: Apr 2006
Location: YTZ
Programs: Hertz & Avis PC; National EE; SPG & Hilton Gold; AC 35K (yawn)
Posts: 5,921
-Brian
Apr 23, 2009, 4:40 am
#15
Join Date: Dec 2008
Location: East Anglia, UK
Programs: BAEC; AmexP; ICH Plat Amb; HH Gold
Posts: 6
I'd like an email address too
After two reminders sent, after a month I received a reply that had no connection with my query to customer services about a possible upgrade. I gave that one up.
Now, I have a query that I really do want answered.
Is there anyone in Hertz management who I could email, with a hope of a reasonable reply? My query is:
"Reservation: E3180xxxxxx
On March 14th when I made (and printed out) this reservation the "Approximate Total" was 1249.75 USD.
Today, when I checked the details online the 'Review Reservation View Popup' page shows the "Approximate Total" to be 1396.78 USD.
1). Why are you increasing the price?
2) And, why is this being done without informing me?
3) Was it intended as a 'surprise' at pick-up, when it's inconvenient to argue?
Please confirm that the original reservation price will be honored."
Any help/advice will be welcomed! Thanks
Now, I have a query that I really do want answered.
Is there anyone in Hertz management who I could email, with a hope of a reasonable reply? My query is:
"Reservation: E3180xxxxxx
On March 14th when I made (and printed out) this reservation the "Approximate Total" was 1249.75 USD.
Today, when I checked the details online the 'Review Reservation View Popup' page shows the "Approximate Total" to be 1396.78 USD.
1). Why are you increasing the price?
2) And, why is this being done without informing me?
3) Was it intended as a 'surprise' at pick-up, when it's inconvenient to argue?
Please confirm that the original reservation price will be honored."
Any help/advice will be welcomed! Thanks