We use Hertz almost exclusively for car rentals these days – I think it’s because they’re a premier partner with American Express (which is our preferred plastic). Ponzi and I happen to travel a lot, so we rent cars from Hertz often. We always opt for a GPS-strapped vehicle, too. In the past few weeks, I’ve experienced a few customer service snags with the car rental company:
- When we were in Texas for my brother’s wedding, the Neverlost GPS directed us to the closest airport – which just so happened to be the wrong one. While I’d rather have a nav system than go without, the Neverlost is a usability nightmare compared to more elegant systems that ship standard in, say, the Acura TSX.
- Ponzi had to call Hertz to discuss a discrepancy, and the rep told her that she was privvy to a better car at a lower cost – even though the Web site she registered through didn’t bother to say so. Dumb, dumb, dumb.
- Through our business account, I reserved a Hertz car through the Web last week. The online form wanted to change the reservation name from mine to hers, and I had to re-edit the form before submitting it. When I arrived at SJC as a #1 Gold Club Member, they wouldn’t let me leave the lot because I wasn’t “Latthanapon Indharasophang.” When I walked up to the counter, the agent was accusing me of not using the Web form properly – and that it was my fault. I’m a “#1 Gold Club” member, which apparently means I get treated like shit quicker than non-members.
- I can’t add my name to our account, and it doesn’t look like we can change Ponzi’s name in there without divine intervention. Dumb, dumb, dumb.
- Ponzi jockeyed her car behind mine before leaving to Los Angeles last week, and I can’t move it because I don’t have her alarm fob. I called Hertz to arrange a local rental, and the operator asserted that they’d reimburse my cab fare to the office. When I called the downtown location, the local clerk told me to wait a few hours (again, I ask the value of being in the “#1 Gold Club”). I arrived, paid $15 for the fare, and waited in line. The guy was only able to reimburse only $8 (but made it $10 because he was “feeling like being nice”).
If Hertz was blogging, I’d send ’em a trackback.