Hertz Review

I belong to an organization that has an agreement with Hertz for an automatic 5% discount on any rental in the U.S., so I always used to book with them when I traveled for business.  Despite a few overly-pushy rental counter people (but that happens with any brand), I always had great experiences - easy access to rental sites, great service, fantastic automobiles, and reasonable rates.

That changed last fall.

On a trip to New Hampshire, my colleague and I arrived at the rental counter and were told that it would be a 1 HOUR WAIT on the car I had reserved 2 months in advance.  (Reason?  They were short on car wash staff.  I hate to state the obvious, but don't they just drive them through a machine?)

In addition, the economy car I had reserved was not available but they would upgrade me (for free) to a premium vehicle (read: Ford Mustang).  Whoopee.  (The girl at the counter also asked if we wanted a hard top or convertible.  Considering it was the East Coast in October and we were traveling on business, we went with the hard top.  Thanks, Hertz.)

So after an hour of waiting OUTSIDE in the freezing parking structure with a dozen other Hertz customers, we got our car.  We also received a voucher from Hertz for a discounted future rental.

Fast-forward 3 weeks to my second trip of my travel season.  (I should mention that I always do one-way rentals because I land at one airport, make sales calls along a particular route, then fly out of another airport.  Hertz has always been very cool about this.)

I fly into Maryland with the intention of driving through Pennsylvania and into Michigan.  The rental was booked 2 months in advance for a weekly rate, unlimited miles, etc.  I arrive at the rental counter with an hour's drive ahead of me and the agent asks me, "Weren't you supposed to arrive in the morning?"

Printed reservation in hand, I tell him, "Nope, my flight actually landed 15 minutes early this evening."

"Oh, this isn't good," he says, staring at the computer screen.  When I question him, he tells me that my rate was assuming that I'd land in the morning (not what my reservation said) and that I was now due for a new rate - a higher rate!! - because I was outside of the window for the original price (!).

After 30 minutes of back and forth, I finally lost patience and said, "What if you rent me as far as the Pittsburgh airport?  I'll be there on Wednesday."

He quoted an exhorbitant fee and I said, "I'll take it!" and got out of there.  On Wednesday, in  Pittsburgh, I picked up my new rental car - through Alamo! - and finished my trip, saving $350 over what the Hertz man had quoted me on my "late arrival" price for their vehicle, had I kept it all week.

Hertz's answer to my complaint about this bait and switch?  I have a coupon for a free rental.  Anybody want it?