Never Again
Written: Aug 26 '09
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Product Rating:
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Pros: Great corporate structure--no one is responsible to the customer. (Just don't be a customer!)
Cons: Completely unprofessional and unreliable. No accountablity.
The Bottom Line: Avoid the Marion Illinois location at all costs--I'll avoid all locations. Can you afford to be stranded by Hertz? With better and cheaper alternatives, why take a chance.
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| foxtrot99's Full Review: Hertz |
Reserved a car at the Marion Illinois airport. Got a ride to pick up the car--but the Hertz location closed an hour early. They didn't call or email me, or leave a number to call--nothing. Spent nearly an hour on hold and on the phone with the corporate office. They had no idea why no one was there. (They even sent a customer with car problems to that office to swap cars--but since no one was there they were stuck with the car that had transmission problems.) Corporate had no explanation and said they had no way to contact the employees. I can't imagine a company not having any way to call the manager on a cell phone or at home--but the Hertz people swore they were that incompetent.
I called corporate and the location several times over the next two days--and spent nearly an hour on hold. One employee told me they had decided to close early because they needed to take a car to another location and had only two reservations that afternoon. They returned after 6:00 (the official closing), but hadn't bothered to leave a not stating they were coming back. The manager refused to talk to me. He kept telling the other workers to say he was with a customer (and he might have been) and he would call me back. Of course, he wasn't even man enough to call me back. I don't have any idea how someone like that becomes a manager--but it is a really small office of a really bad company.
Everyone in corporate said sorry, but they couldn't do anything but book a new rental for me (same price for one less day). Fool me twice--um no, I don't think so.
The customer service representative--who was very politce--couldn't even open a complaint for me. She said the phone system was broken and she couldn't transfer me to the complaint section. She gave me a number to call and it said their was a 25 minute wait. When I called back 30 minutes later the complaint office was closed. The next day I waited on hold (while driving an Enterprise rental car) and they said sorry, but they wouldn't open an incident report--I had to take up the issue with the local manager. What a system! All roads lead back to the person who caused the problem to begin with and who has instructed his employees not to put him on the phone with a customer.
If you can't trust a car rental company to even stay open their advertised hours when you have a car reserved, do you really want to count on them to have a car for you? Experiences like this make you understand that some businesses shouldn't survive and some people should lose their jobs to robots or off-shore call centers--they really didn't want the job to begin with.
I ended up renting from Enterprise in Carbondale--nice car, nice people, better rate, absolutely no problems.
Recommended:
No
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Epinions.com ID:
foxtrot99
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Reviews written: 1
Trusted by: 0 members
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