I see myself as a glass half full kinda girl. I don’t enjoy ranting, but today I just have to rant. So be forewarned, I’m DONE with Hertz. I am so done and fed up, and breaking up ain’t hard to do.
Here’s the story. I rent cars A LOT. Back in 2013, a Hertz satellite office opened up in a Chevrolet dealership in my neighborhood. Sweet! And for a while, it indeed was sweet. The two guys who worked there, Travis and Chris, were great. Good with customers, fun senses of humor, they knew never to give me a Nissan Versa (the seats are hard as rocks), and it was actually a pleasure to rent from them. So Hertz got all my business.
Hertz let Travis go, I think because he was the manager and the more expensive employee. For a while, Chris held down the fort by himself. But the car dealership hired Chris away from Hertz. I still see him, and he’s treated better and making way more money than when he was with Hertz.
That’s when the troubles started.
Every time I’d go in, a different person was working, and they just weren’t on the ball. I knew more about the process than they did. I was thinking it was time to call it quits with Hertz, but then they hired a guy, John, who was competent, good natured under stress, and had good customer service skills. And besides, he’d bring his adorable dog to work with him. You can’t break up with Hertz when the guy’s dog is so cute, right?
I wondered how long he’d last, and then one day, I called and a woman answered the phone. Uh oh. Sure enough, John and his dog were gone. So the past few times I’ve rented a car, there have been a series of different people behind the desk. Hertz seems to bring over people from their other locations on a daily basis.
My experience last week pushed me over the edge and I’m done with Hertz, for good. I called the day before I was going to pick up my car and told them exactly what time I’d be there. OK, they assured me. No problem. However, the woman working that day gave us the worst customer service ever. And that’s not just me talking. When it was all said and done and we were in the car driving away, the friend I was with said, “That was the worst customer service I’ve ever seen.”
I’ll keep it simple. The Hertz woman had the worst attitude. She kept “acting” like she had a headache and that helping us was simply a bother to her. At one point, she said to the man who brings the rental cars to the front, “Hurry up, I can’t wait to get rid of these two.” She had her food from lunch all over the counter with our paperwork. She kept telling me she didn’t have my information and I kept telling her it was all there in her computer and that I had rented at this location many times.
We finally got out of there after she took a lot of time, due to incompetence, creating as much of a mess as she could out of our reservation. The car, however, was dirty inside, had no windshield washer fluid in it, and I noticed later on that the registration tags were expired. Thankfully, 5 days later when I returned the car, the same woman wasn’t working.
The guy working had been brought in for the day from another Hertz location, was nice enough, but was afraid to say anything except, “just call the manager if you have any complaints.” Boy was I missing the days of Travis and Chris, when if something like a dirty car, no windshield washer fluid, or an expired plate had happened, they’d have given me a coupon for a discount on my next rental.
OK, but who’s the manager and can I call them? It took a while for the Hertz employee to tell me and then find a number for the Hertz district manager. I’ve been calling her everyday for a week. She never answers, and I’ll let you guess if she’ll ever calls me back :)
I surely don’t think Hertz cares at all if they lose my business, but when you’ve been dancing with one partner for so long, you don’t know who to dance with next. So help me out here! I am done with Hertz. Who should I rent from going forward? I’m not concerned with price as I always get a good deal, but I do expect good customer service. Is this even possible these days from the car rental companies?