Hertz Hurts
What was the reason for your previous customer satisfaction survey response?
The self check-in kiosks were a complete failure and waste of time. The line to pick up the vehicle was extremely slow though there were only two customers in front of me. The service representatives were coarse and terse. I was asked to downgrade my vehicle selection in exchange for an unneeded GPS device because “it would take some time to access the vehicle of your selected class.” When I declined the downgrade and asked for the wait time suddenly a car was instantly available. Not trusting this service representative after this exchange, I declined one of your refueling options (one I should have selected) and in the end paid more than I should have. Why do you have two or more refueling options? I’m sure you have your reasons, but in my case it complicated matters such that it aided in my complete dissatisfaction with your service. You should aim to make customers happy first by making our selections easy, then work out how to sneak more of our money on things like a “concession recovery fee.”