| rev:text
| - Hertz Las Vegas provided me with my worst car rental experience to date. Period.
First, I signed-up for the Gold Club membership before I left (booking and signing-up online), and I was told that I needed to visit the counter for the first rental. This made sense; no problem.
As we landed in Las Vegas, I received a text notifying me that a Kia minivan would be waiting for me in a particular slip, and I had the option to change it. Since I had requested a Dodge Grand Caravan, I denied the Kia. The next car sent to me was in fact the Dodge, and it told me which slip to go to.
When we arrive at the terminal, at about 9:00 PM, I found the Hertz counter and was the third person in line. There were only two people working the desk (surprising to me in a city the size of Las Vegas), but I figured it should move quickly enough. Remember, the website said I had to go to the counter for the first time using my new Gold Club membership.
Issue 1: It took 20 minutes to get to the counter because of the two people in line ahead of me. That's ridiculous.
When I got to the counter, the woman looked at me like I was stupid and said, "You're Gold Club, you could have just gotten your car." I said, "No, the website said I needed to appear here at the desk the first time before using it." She replied, "Uh, no?"
Issue 2: The desk personnel were rude.
I thanked her and went out to find my Dodge Grand Caravan in slip number five, except slip number five held a Chevy Traverse--not even the same type of car. So, I pulled the wife and four little girls together and we walked back to the office and got in line again.
Issue 3: The wrong car was in the wrong slip.
When I got up to the counter, I explained what happened, and the desk clerk said, "Oh, cars get put in the wrong space all the time." (Really? First, that's dumb, second, that's unprofessional, and third, you should apologize, not tell me that your poor business practices are common practice.) I also asked about the car seats. She rolled her eyes and said, oh, yeah, they're in the back.
Issue 4: I had booked them in advance, so why were they not given to me when she first checked me in?
She asked me if I noticed what car was next to the Traverse, and I said it was a Dodge Grand Caravan. She tapped away on the keyboard for about five minutes and said, "Oh, here. Ok, you can take that one."
I walk the family back to the Grand Caravan, carrying the two car seats and our luggage. I load-up the luggage, and the wife and I spend a bit getting the car seats installed for the littlest girls. When the family was finally settled (we're now about 40 minutes after arrival at this point), I reached for the key and found none. Instead, I saw an electronic panel over the key that said, "Swipe Card to Continue." Card? What card? My credit card? I looked for a swiper and couldn't find one. My wife looked too, and nothing.
I get out of the car and go back to the rental office, and stand in line again.
Issue 5: If you see a customer is having this much trouble going in and out of your office because of your own service issues, you should address the problem and bring me out of line.
When I got to the desk, I described what I saw with the swipe panel, and she looked dumbfounded. Another desk person looked at me and didn't know what I was talking about either. A third desk person, in the back, came out and asked me to repeat what I'd said. He said, "Oh, that's a Hertz To Go car" (or something like that, I forget the exact name of the service). You can't have that one. We can't rent that one to you.
Issue 6: Know your products. Please.
She then tapped away for an eternity again, and she said, "Okay, I found you another minivan. Let me go see if it's even in the slot before I give it to you." She disappeared for about ten minutes, and then came back into the office. She said, "I found you a Kia, and I brought it up to the other one so your wife can move the luggage and the kids."
Issue 7: I didn't want the Kia in the first place, remember? Whatever. Also, no offer to help assist with the moving of the luggage or the car seats? Really?
I said, "We've been here now more than an hour. My family is exhausted. Because this has been screwed-up from the second I arrived now three times, is there anything you can do for me on this to make it right? Can you throw-in the car seats?"
She replied with, "No, we don't do anything like that. I can give you a voucher for 10% off your future rental with us though." I assured her that it wouldn't be a problem, as I wouldn't ever be renting from Hertz again. She shrugged her shoulders and said, "Next in line?"
I'm running out of room to finish, but we also experienced a return agent who had NO idea how to use his scanner and took 10 minutes to check us in, and they also managed to mysteriously add a "Ski Rack" fee of $98.00 to the bill--on a minivan--in Las Vegas--in Summer. (There was no rack.)
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