I have been a Gold customer with Hertz for over 30 years. The customer service in the past couple of years is NOT the same as it once was, and qualifies firmly in the category of “customer-no-service”.
Twice now, I have attempted to contact Hertz re: an issue, but have discovered that it is impossible to reach a real person, despite trying multiple options and numbers. The first time was a billing question/dispute, but there was no option provided to speak with someone to ask a question about a bill for a completed reservation.
Most recently, I made a reservation using some of my Gold points toward free days. The documentation when I made the reservation said that if I had to cancel, I would need to cancel within 24 hours to have all of my points fully restored to my account. I realized I’d made a mistake in the dates, and tried to cancel within 12 hours of having made the reservation. Long story short, it took me about 2-3 hours including a drive to a local Hertz location and alot of determination to get the reservation cancelled.
Details: The website links to cancel did not work, even after trying multiple different browsers (to eliminate an individual browser bug). I attempted to call the 800 number, but it only directs you back to the website. The original confirmation email had a link to cancel, but it took me to the same web pages that didn’t work. I attempted to call the rental location, multiple times, but there is no answer and the phone eventually disconnects. I finally drove 1/2 hour from my work location to the nearest Hertz, and went in, in person, to have my reservation cancelled. The employee first tried to give me an 800 number to call, but I told him he would have to call that number, since it had not worked for me. It took him 10 minutes or more of trying different ways to reach a person, at which point, he handed the phone to me. Initially, the individual on the phone was trying to get me to change dates rather than cancel the reservation. I had to firmly insist on the cancellation, with my points fully restored to my account. He finally did this, but when I asked for a confirmation email, I was told that they do not send cancellation confirmation emails. I asked him to hold while I checked my account online, but I was suddenly unable to log on. I asked the Hertz employee who was in front of me (who’d made the phone call) to bring up the reservation on his system, and he was able to capture a print-out showing the reservation cancelled. The individual on the phone was impatient, and not wanting to wait for me to see this confirmation; he was anxious to get me off the phone. I politely reminded him that I had been working for over two hours to cancel this reservation, and I hoped that he could wait a few additional moments for me to verify the cancellation, since they were unable to email me a confirmation.
My reservation has been cancelled, but two hours later, back at my office, I am still unable to log in to hertz.com with my Gold account, so unable to verify that my points were restored.
If there is a way/place to offer constructive feedback to the leaders within Hertz on this painful process, I would be happy to attempt to do that. Sadly, I’m not sure it will make a bit of difference.