Hertz Rent A Car

As a Hertz Gold Plus President’s Circle member, the overall customer service from them is absolutely horrible. I fail to even wonder why they promote this for their frequent renters. I rent about 40 – 50 vehicles a year, and time after time again, customer service is just plain awful.
Dirty vehicles; cars not being ready; cars without fuel; having to wait in line when I should just be able to grab a car and go; and the crowning glory today was contacting the ‘live chat’ feature on the website; only to be referred to a customer service line where someone ‘took down’ my information. There does not seem to be a culture here of service recovery; or a culture of caring enough to handle problems. Wake Up Hertz… your customer reviews are poor. and this is ultimately going to have a negative impact on your brand.

Update: after I complained on twitter, a customer service rep agreed «as a onetime gesture of goodwill» to split the difference with me and refund me $ 80. It wasn’t an apology and it wasn’t a full refund but I’ll take what I get, so I said thank you and agreed. Surprisingly, the credit «wasn’t processed» and still hasn’t appeared on my credit card, although they assure me it will… soon. Sigh.

This is a pretty average Hertz Local Edition location. As a Hertz Presidents Circle member, I rent a lot of cars. I visit this particular location for corporate rentals when mileage reimbursement is not an option.
Service — Excellent. Always friendly. Never had an issue leaving my personal car here overnight.
Gold Counter — Nonexistent. They do not participate in the Gold Counter service, so you still have to go through pulling out your ID, credit card, etc. Unfortunately, cars are rarely «ready to go» when you arrive.
Vehicles — Okay. Higher mileage, rare to get an upgrade. Have rented a few cars that still had trash in them and had not been washed.
Location — Okay. Not in a convenient area, but easily accessible.
Message to Management — Enable the Gold Counter service. Have cars ready to go, especially for Hertz Presidents Circle members. Ensure that vehicles are being cleaned properly.
I would recommend this location, but bring your patience because it usually takes about 25 minutes for them to get you from door-​to-​door with keys in hand. I think this should be more like 3 minutes.

Rented a «mid-​sized» car on the phone to replace my vehicle in the shop. When I spoke with their office i explained I wanted an Altima or similar size. I ended up with a Versa. I sold Nissan vehicles. Versa is the cheap, economy, small car in Nissan’s line up. Altima is Nissan’s competitor to the Cambry. Big difference. Especially when attending a formal function.
But what was worse, the Versa was FILTHY dirty. Dirty on the outside with ooze reside on the driver’s side front and rear doors. The inside wasn’t a whole lot better. If I wasn’t late for work, I would have fought with them over it but I was already behind schedule. I returned it the same night.
During the day, my wife called State Farm to report the condition of the rental and what appeared to to be a classic bait and switch. When the State Farm representative called Hertz in Marietta, they hung up on her.
What more can I say about Hertz other than their business model is laughable. Certainly not what you would expect from an industry leader. Rented my replacement from Enterprise across the street. Got a Cambry that was clean and had no hassles.
My opinion, avoid Hertz and go Enterprise. Night and day difference in customer service as far as I can tell.
¹²⁄₂₀: Not so much as a peep from Corporate. Reading other review posted on Unilocal for this market area and I am starting to believe the issue lies with management at Hertz.