Saturday, July 12, 2014

Hertz Don't It

I wish like hell I had had the foresight to take more pictures.  You know, pictures of the people laying on the ground with their luggage because they had been waiting for a car for over two in a half hours.  Or a picture of the 20 people sitting around outside waiting for their names to be called so that they could finally hit the road to wherever it was they were going.  

Some video of the people on their phones explaining to their families or friends that they were going to miss the fireworks (on the 4th of July), or the wedding rehearsal they had flown into town for. 

I did however manage to snap a picture of our ridiculously large car rental bill.

See the $600 line item for "Additional Products"?  We'll that's what it took to get the hell out the door.

I seriously feel like we were duped.  I mean, what's the point in making a reservation if you're not going to have a car for me when I arrive.  And not just me, like 20 other people, maybe more.  It was evident from the moment the Hertz shuttle pulled into the lot to drop us off that there was a shortage of cars.  

After an hour and a half in line Dar finally made it up to an agent who was kind enough to offer him a "Dream Car".  

Bare in mind, I've been outside feverishly looking for someone smoking (I never found anyone) while calling every car service/rental company within a 30 mile radius.  No cars available anywhere!  I'm hangry, the Hertz is starting to look like they're going to need FEMA to come in and it's almost dark.  

I text D letting him know that he better not come out without a car, so he does, with the only class of car they have.   

Now seriously, I don't know about you but if this was my business, I'm going to admit right away that I oversold reservations.  I'm going to do whatever I can to make it right.  That may mean giving you whatever car I have, no matter what the difference in cost, because I f*cked up.  If I have nothing to offer you, I'd find you another car with another agency.  If that doesn't pan out, I'd pay for your cab ride to wherever it is you're meant to be going. 
Hertz did none of that.  Instead they thought it wise to up-sell us by $600 for a less than 48 hour rental.  

At this point you're probably wondering when the life lessons are going to come in.  Well here they are.  

1. Despite Hertz overselling.  Having to drive an hour and a half in the dark to a location we had never been to before.  Completely missing 4th of July fireworks.  Arriving at our hotel at 11PM.  We had an amazing trip.  Don't let one setback screw up an entire getaway.  

It's safe to say our first 5 hours in Colorado were a bit rough but I'm happy to report that we turned things around after arriving at our hotel.  Dar's jaw was killing him (stress) and my stomach was eating itself so the first order of business was food/booze.  Thanks to the valet guys at our hotel we found the coolest little underground restaurant/bar which happened to be open late and serving dinner until midnight! 

We stayed in a great hotel with lots of history.  I've never stayed at a Wyndham property previously, but I'll absolutely include the chain in our rotation going forward.  The Mining Exchange was right up there with the Wynn Las Vegas and any Four Seasons in the service department.  Like in, I know I just valeted my car 5 minutes ago, but I left a bag in the back seat and now I need you to run however many blocks away my car is at 11:00PM on the forth of July to get it for me.  Which was done with a smile and was no problem at all.  Additionally, ya'll know I love me some good room service, my bedside breakfast did not disappoint. 

We had a blast on Saturday exploring the Broadmoor.  My god, what a beautiful property.  

I'd fly all the way back to Colorado just for the snacks and amazing cocktail I had at the bar!  Whiskey, lime and mint.  YUM, I mean how have I never had this drink before?

After gorging and relaxing for a few hours, we headed back to our hotel for the main event, the wedding.  We had the best time!  We met some amazing new friends, wished the bride and groom well, danced like we were 19 again, got silly drunk and laughed like crazy.

Lesson 2, Go hard and don't give up.  Even after you've hit a few road blocks.

I left any feelings of ill will towards Hertz in the gutter until we returned home.  Then it was GO time.  I spent Monday trying to dispute the "Additional Purchase" charges with Hertz billing.  The agent I was speaking with had no interest (or maybe it was no power) in helping me so she passed me off to the Hertz location where we had our reservation.  

I immediately asked for a manager and was given nothing but attitude right out of the gate.  My guess is the manager had been fielding calls like mind all morning.  He said and I quote "well you took the car didn't you". Why yes sir, I did take the car!  I mean I'm sorry but I wasn't about to spend the night in a Hertz waiting for YOU to make things right.  Fifteen minutes later he offers me a $100 credit towards my next rental with Hertz.  At this rate there will be no next time.  I graciously decline, hang up the phone and start screaming F*CK YOU internally.  

I take the next day to regroup and then I call Hertz' corporate office on Wednesday (thank you GOOGLE, no more of this 1-800 bullshit for me).  After explaining the issue and requesting a refund for the "Additional Purchase" charges to the 3rd person, I finally achieve some success.  While they won't refund me the full amount, they've credited me back 50% of the total charges.

Do not give up my friends.  I know dealing with shit that is not your fault sucks, but preserver,  I feel like I'm owed pain and suffering for having to waste my time calling around to make someone do the right thing.  I mean geez.  Is Customer Service dead?  I know it's not, but god, Hertz you need to go back to the drawing board.
The School of Life


  1. Oh my word what a terrible customer experience! They deserve a good bashing on social media for this too! When we went to Melbourne we rented a car for a few days from Budget and they were great. They didn't have a car available for the level we rented so they automatically upgraded us free of charge, no fuss at all. That's the kind of service you should be able to expect from a rental company, not this. Terrible!

    So glad you didn't let this affect the rest of your weekend in Colorado though! Glad you had an awesome time and you look fab! Those munchies also look delish. And lol at the text to D haha I would have been exactly the same!

    Love XO

  2. That sucks!! I'm glad you called them about it and more importantly did not let it ruin your weekend! They 100% should have honored your reservation at whatever charge it was for any car they had on the lot, period. They took the reservation and they overbooked. Certainly not booking with Hertz anytime soon! Sounds like a great trip (minus the car issue) :)

  3. I'm glad you had a good trip in spite of the annoying problems with the car, but man, that's pretty bad! I already thought that renting a car was crazy expensive and when we've done it's been about 100 per day....your bill was much worse! We've never used Hertz--sounds like they really didn't do a stellar job.

  4. Yikes, it really does sound like customer service is dead?! I admire you for keeping at it, and managing to at least get some of the outrageous bill reduced. I'm way too meek, I would have swallowed it and simply paid up. Good for you!!
    I'm glad you ended up having a nice weekend despite the rocky start!

  5. OUTRAGEOUS. I will never rent from them again. SHAMEFUL. They should have made other arrangements as soon as they knew they were oversold.

    I'm glad you had a fabulous time otherwise and didn't let them ruin your trip.

  6. At least you got something back for it! Yay for perseverance! I can't believe they didn't do something else in order to accommodate their mess up. Not cool!

  7. OMG I would have pissed beyond belief!!! That is so wrong and unfair on so many levels. They should be ashamed of themselves.

  8. I nominated you for a Liebster award on my Blog.

  9. uggh that is so annoying about the car! hate when you get punished when it's clearly the company's fault. glad you were persistent and at least got a 50% refund!