Going to Orlando? Stay away from Hertz!

With a few exceptions, I’m a pretty easy-going guy when it comes to customer service. I’ve worked enough customer service jobs in my life to appreciate the challenges of working with the public. And in many ways, things are more difficult these days with the “get-me-my-answer-now” attitude from consumers.

So last week I arrive at the Orlando International Airport (me and a couple of thousand other people) and proceed to board a shuttle bus to take us to the Hertz rental car facility which is off-site from the airport. The over-stuffed bus unloads its passengers and we follow the signs to the pick-up center.

Here we are greeted by over 12 empty customer service stations and 4 staffed stations – and nobody seems to be in a hurry to wait on their guests. No eye contact – no welcome greeting – no apologies for the long wait. Finally, it’s my turn and the next available agent looks at me and tells me it’s her break and closes her station. I thought I was at the Post Office for a moment.

A few minutes later, another agent appears and motions for me to come over. She then engages herself in the conversation that is going on at the next station as she grabs my reservation document, license and credit card. She swipes the card and then tells me that apparently because I arranged this through AAA (that might be another story for another day), she “can’t do anything more” for me and directs me to go around the counter and “wait for them to call" my name. No explanation given - that’s it.

I go to the directed area and someone behind a desk asks me if I need help. It turns out to be a Marriott salesperson who then begins the hard sell to visit the local time share opportunities in the region. My blood pressure - my blood pressure. I approach another Hertz agent and tell her that I was instructed to this part of the counter to wait for my name to which she replies, “Have I called your name yet?” Uh, no – “well you’ll have to wait then.” Okay, but why ?

10 minutes later, my name is called. The agent then begins the whole re-booking situation again and swipes my card – which is now rejected (because the previous authorization from the first agent is still out there). She announces the card rejection in a loud voice and says she needs another card. Feeling like a shmuck, I hand her my debit card. Now the agent receives a phone call and suddenly leaves the station. A few minutes later another agent appears and picks up the process which takes her a minute or so to get up to speed. When asked if there is a problem, she says no and keeps typing.

She completes the transaction, hands me my stuff and tells me to go parking space so-and-so for my car before she turns around and leaves. No map, no directions how to leave this hellish place, no instructions on the return process, no thank you for choosing Hertz – nothing. So an hour and a half after arriving, we finally get into the car and head out.

This was so different than my Hertz experience in Fort Myers Florida last year which was a delight and was the reason I selected Hertz again this year. That ends now.

I have a new marketing slogan for them – it hurts to rent from Hertz.