Hertz Hurts for Service Sense

I have been a Hertz #1 Gold member for many years. The service we pay for is convenience and efficiency. The way it’s supposed to work is that your reservation is set, you don’t have to waste time at the desk – just get in your assigned car and go. My last several experiences leave me wondering what I’m paying for…

  • In Greensboro, NC I’ve had multiple situations in which I arrive to find that Hertz has assigned me a car at the far end of the lot. Instead of giving me one of the cars sitting under the roof outside the door, I’m trekking in the rain to the very end of the lot, passing multiple cars that they could have given me. A couple of times I e-mailed to complain to the manager and got nothing but a "sorry – that’s the way it is" response.
  • In Cheyenne, WY I returned a car – there was no signage telling me where to park my car for the return. I parked in "short-term" parking and went into the terminal. There was no one at the desk. I waited, and waited, and waited. Finally, after about five minutes, the guy from Avis saw me and asked if I was waiting for Hertz. "Oh, he’s gone for a bit," the competitor said, "Just leave your keys in the slot and they’ll send you your receipt". Thanks, Avis.
  • Yesterday in San Antonio the shuttle dropped me off and my name wasn’t on the "board". I went into the desk and they discovered that my reservation hadn’t "popped" on their computer. Instead of giving me one of the many, many cars sitting out on the lot waiting for customers, they made me wait while they cleaned and fueled a returned car. I stood on the curb for about 10-15 minutes. Once again, I’m left wondering what the value is in paying for #1 Gold Service? It makes no sense. Give me one of the cars that’s sitting there and give the car you’re cleaning to the customer who’s not scheduled to arrive for another hour.

I understand, as well as anyone, that mistakes happen – but multiple experiences like these tell me that there’s more of a systematic problem. As my business partner said yesterday as we drove away from the lot frustrated…

"They should call it #1 Tin-Foil service."

  2 comments for “Hertz Hurts for Service Sense

  1. February 28, 2007 at 2:43 pm

    Bravo to the sales rep at the avis counter — I hope he gets your account next time:-) Great post Tom, and what a reminder of how to serve and how not to serve:-)

  2. March 1, 2007 at 7:52 pm

    Tom, scroll back through my posts and read about Enterprise–#1 in customer satisfaction in the car rental biz.

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