I normally would not use my travel blog to discredit an organization but this is one instance where I feel compelled to warn travelers about the hassles of dealing with one organization in particular, with the hope of preventing others from having to experience the agony we recently did.
I am referring to the Hertz Corporation. The Hertz Corporation, a subsidiary of Hertz Global Holdings Inc. is an American car rental company with international locations in 145 countries worldwide. As of November 2012, Hertz was the second-largest U.S. car rental company by sales. The company generates multi-billion dollar revenues from worldwide sales. (http://www.hertz.com/) Unfortunately for this service industry organization, once the sale is made the client becomes insignificant.
This was demonstrated clearly during a business trip to Indianapolis where we rented a 2013 Honda Civic at the Indianapolis International Airport. The rental fees were reviewed verbally with the agent at the Hertz counter, the necessary forms were tucked away in the Hertz pouch and we were on our way to meet with various clients. It wasn’t until we arrived at the hotel after a long and grueling day of travel and meetings that we reviewed the rental contract that was provided. Hertz had added an upgrade in error which resulted in a 3-day rental fee of $4,030.25! We immediately contacted the company and found ourselves on the phone with various representatives from 8:15 PM – 11:20 PM trying to resolve the issue. To make a long story short, our efforts on the phone were unsuccessful and the matter was not resolved until the day of travel when we returned the car to the agency at the airport. The $4K error seemed pretty obvious however, no one at Hertz was willing to take the initiative to help us resolve it over the phone.
Upon returning home, we contacted Hertz Worldwide Customer Relations in writing and did not receive a response. We followed up with a Hertz representative via email and was subjected to the same type of treatment we had received over the phone. The organization just is not willing to make an effort to ensure that clients are well taken care of and satisfied. As a matter of fact, their Facebook page contains numerous complaints from clients who have expressed dissatisfaction with the organization with everything ranging from vehicle availability to vehicle safety. https://www.facebook.com/hertz
Again, use your best judgment when choosing a rental car agency. Always consider the overall customer satisfaction record of the company. Our experiences with Hertz were so painful that I sincerely want to prevent others from experiencing what we experienced.
I am of the opinion that sometimes organizations become too large for their own good and they lose sight of the customers who enabled them to grow and prosper.
Note: If you have unresolved issues with Hertz, contact the appropriate Better Business Bureau office:
BBB of Central Oklahoma
17 South Dewey St.
Oklahoma City, OK 73102-2400