| rev:text
| - Being nice to customers isn't customer service. Giving a damn about customers is customer service. Or at least pretending. This place sucks.
I called three hours ago and confirmed I was dropping off my rental. Confirmed I needed a ride to the body shop to pick up my car and confirmed that they would provide the ride. Confirmed the time I would be arriving and that they would have a ride for me *at that time*.
Arrived a half hour ago and have been sitting here waiting ever since.
"Uh, yeah it's going to be a while on that ride. My driver is out right now."
Okay, then why did you confirm my drop-off time on the phone, and specifically confirm you would give me a ride *at that time*? Why not just say "we only have one driver so it's first-come-first-served on the rides"?
When I picked up my rental it was the same story. Two people behind the counter, only one working and doing it at his own pace regardless of the stacked up line of customers. He was no problem to deal with, nice enough, just didn't give a damn. Oh I'm getting a car that really kind of sucks? Sorry it's what we got. Not his problem right, it's mine so why should he care? The second person behind the counter could have been checking her Facebook for all I know. She didn't do anything but play with her computer while the other guy just chugged along. Oh, and did I mention I called three times in the week prior to confirm my reservation, my ride from the body shop, etc. etc. etc.? No? Well I did. Why did I call three times? Because the first two times the guy on the other end took my phone and reservation numbers and said he would call me back. Then never did.
One of the people in line with me claimed he rented from Hertz every week for work and this was the worst experience he's had. Hearsay, obviously, but it matches my experience so I have no reason to doubt him.
Once it was my turn at the counter I asked about attaching my gold status to the rental (being paid for by the insurance of the lady who rear-ended me) and was told I have to do that myself by calling some other number later. Once I finally got the keys he said "oh look it attached your gold status." I asked if that made me eligible for upgrades or anything else and was told that the reservation was already completed and assigned and here are the keys. Great to see that Gold Status delivering benefits!
Finally, my car. It was quite dirty -- suspect stains on the seats and everything -- but in good mechanical condition and full of gas. I guess that's worth a bump up to 2-star since the car is the important part of renting a car. But come on, get this thing cleaned up. Oh wait, the employees don't have to drive these cars so not their problem right?
This place just doesn't give a damn. The employees are nice enough, so maybe just apathetic about their job or whatever. Could be management or leadership or corporate culture problems. I don't know. It is what it is: unacceptable.
Prepare to sit around and wait. Ignore everything you hear on the phone.
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