How do Hertz treat you as an Elite?

[AdMEL]

What did you think of this one? If I booked an SV6, I would be disappointed with a Pajero.

Me too! I would not accept the Pajero if I'd booked an SV6.

 

[madmouse58]

Whole experience was just a bit odd. Was determined not to let the Easter weekend start on a bad note.

Staff in CNS were pretty amazing given what had happened. Apparently someone from H.O. cancelled one of my bookings at CNS because the car was unavailable, without contacting me (booking was at 4pm, and they cancelled on the day at 827am, according to the office). So when I got there, they only had 1/2 bookings, and were struggling to find a new car given it was Easter break. Thankfully they found one (Colorado). Pretty shocking behaviour from HQ.

As for the Pajero, I commented about it and wanting the SV6 instead. They said they didn't have any other cars available (which kinda holds up with the above statement). Was going to visit the Daintree forest, and after doing so today, I'm actually honestly kinda glad I didn't push back again on the Pajero. Would've liked the SV6, but another time. They did acknowledge there was a difference in cars though, unlike Thrifty in ADL.

Rented a XR6 from them, and they told me that a Toyota Kluger was the same because it had 6 cylinders. Never again.

 

[Deleted member 29185]

Whole experience was just a bit odd. Was determined not to let the Easter weekend start on a bad note.

Staff in CNS were pretty amazing given what had happened. Apparently someone from H.O. cancelled one of my bookings at CNS because the car was unavailable, without contacting me (booking was at 4pm, and they cancelled on the day at 827am, according to the office). So when I got there, they only had 1/2 bookings, and were struggling to find a new car given it was Easter break. Thankfully they found one (Colorado). Pretty shocking behaviour from HQ.

As for the Pajero, I commented about it and wanting the SV6 instead. They said they didn't have any other cars available (which kinda holds up with the above statement). Was going to visit the Daintree forest, and after doing so today, I'm actually honestly kinda glad I didn't push back again on the Pajero. Would've liked the SV6, but another time. They did acknowledge there was a difference in cars though, unlike Thrifty in ADL.

Rented a XR6 from them, and they told me that a Toyota Kluger was the same because it had 6 cylinders. Never again.

Amazing. That is pretty poor.

 

[AdMEL]

Whole experience was just a bit odd. Was determined not to let the Easter weekend start on a bad note.

Staff in CNS were pretty amazing given what had happened. Apparently someone from H.O. cancelled one of my bookings at CNS because the car was unavailable, without contacting me (booking was at 4pm, and they cancelled on the day at 827am, according to the office). So when I got there, they only had 1/2 bookings, and were struggling to find a new car given it was Easter break. Thankfully they found one (Colorado). Pretty shocking behaviour from HQ.

As for the Pajero, I commented about it and wanting the SV6 instead. They said they didn't have any other cars available (which kinda holds up with the above statement). Was going to visit the Daintree forest, and after doing so today, I'm actually honestly kinda glad I didn't push back again on the Pajero. Would've liked the SV6, but another time. They did acknowledge there was a difference in cars though, unlike Thrifty in ADL.

Rented a XR6 from them, and they told me that a Toyota Kluger was the same because it had 6 cylinders. Never again.

Very poor of Hertz HQ.

I took an SV6 to the Daintree a few months ago - no issues whatsoever, though could only get to the river a few km north of Cape Trib.

Your experience at Thrifty sounds exactly like an experience I had at Thrifty Melbourne Downtown a few years ago at Easter - booked an XR6 and when I arrived to collect it, they tried to give me a Camry, saying it was in the same class, which it wasn't on their website. When I complained, I was eventually told that my XR6 hadn't been returned. Ended up cancelling the booking after ringing Avis and booking a Commodore.

To be fair, my recent experience renting at Thrifty Melbourne Downtown was much better - had a Commodore SSV redline on labour day weekend, booked for 3 days. Returned it after 2 days, but forgot to leave the key, which was in my pocket (proximity key) - they rang me a few hours later and I returned the key about 4 hours after I dropped the car off, but they still refunded the extra day! Nice!

 

[Dannyism]

Status: none
Location: MGB airport
Booked: Compact
Received: SUV (Mitsubishi ASX)

The upgrades continue..

 

[QF WP]

Date Out: 26 May
Status: Gold Plus Rewards
Location: NTL Airport
Booked: Mystery vehicle (Z9 Class)
Received: Toyota Camry Altise Sedan 2.5L (Class D)

2 days @ $43.12 on Amex CPD (with 10% discount). Cost $125 all up + petrol of $7 (only did 71 kms).

 

[boomy]

Last two rentals (booked Corolla) I got Renault Koleos.

Easy to navigate the multimedia system (better than some German cars) and love the panoramic sunroof.

 

[boomy]

Status: PC
Location: BNE CBD
Booked: Mystery car
Received: Nissan X-Trail

 

[boomy]

We all like to complain about the car rental companies customer service but here is a recent POSITIVE experience I had with Hertz:

Last week I returned my rental to BNE airport and was in a hurry to catch my flight so didn't wait for the invoice. Few days later, when checking my AMEX online statement, I've notice they overcharged me. The only way to fix it was calling customer service, so I did and after explaining the issue I was told a new case will be opened and they will investigate.
I thought, oh boy, it will take at least two weeks to hear from them again... but to my surprise, just few hours later I got SMS confirming the right amount of refund.

Good job Hertz!

 

[equus]

Similarly, a couple of months back.

Returned car to SYD, and was not asked for fuel receipt (I can't recall if total was just over or just under 100km travelled). Return guy was busy, and said right to go - but did not process the normal receipt.

Checked the invoice when emailed, and discovered they had charge for fuel. Rang to complain, and got email address to send receipt copy to. At the same time, complained that the fuel could not have been full when picked up - given the distance driven and the amount of fuel put in (as per the receipt) - not expecting anything.

Couple of days later, a refund - not only of the fuel charged, but a bit more (to cover the fact that it wasn't full when we picked it up).

Good result.

 

[QF WP]

Good to hear positive stories - these are the reasons we stick with the tried and tested brands (plus ones we have status, which should give some pull in the event of a dispute).

 

[madmouse58]

Status: PC
Location: MEL airport
Booked: Economy
Received: SUV (Rav4)

Notes: Gold choice not available, apparently it's now changed to Mon-Thu before 9am-7pm. Rav4 had 222km on the odo! Brand new!

 

[Neverlate]

Status PC
location Mel Airport
booked mystery z9
received Q5

Happy with that.

 

[Milboo]

Status: PC
ADL
Booked Kluger
They claimed to have upgraded us to a Kia Sorrento - say what!
Got a Audi Q5 - happy as I drive Audi so was familiar.

HBA
Booked standard car - my PC details dropped off so I got the Hyundai Elantra. Worst car ever.
Returned it and had to push and then got attitude
Got ASX
Not impressed at car or service.

 

[AdMEL]

Last two years were mostly miserable and I'm sure they lost some of their loyal customers to Avis and Europcar but looks like hertz changed their strategy this year going back to the days of luxury car upgrades and status recognition, which is why I chose them over the competition in the first place.

Recent example: Last week I've booked intermediate (Hyundai Elantra) in MEL with the thought that I'll get to select better one later. My flight was delayed (bloody JQ) and I missed Hertz Choice cutoff (12pm). Went to pick up the car expecting Toyota Corolla or Camry at best and got Audi Q5.
On the way out I said thanks for the generous upgrade and the reply was: "No worries, we take good care of our PC members".

No need to be PC, it's offered to 5* as well

View attachment 94476

Currently live in MEL with BNE and SYD to come next.

Are there any upgrade fees for Choice? Only details I can find are for US and there are daily upgrade fees of $25-$35.

Has it been expanded to PER? Will be there in a couple of weeks and thought I might test my newly minted PC status!

Would love to drive an SQ5!

 

[boffman]

I'm PC and I've reserved a mystery car next week at ADL. If I don't like what's offered can I ask nicely for something else? And if I get nowhere with that can I just book a regular car on the spot?

 

[hydrabyss]

I'm PC and I've reserved a mystery car next week at ADL. If I don't like what's offered can I ask nicely for something else? And if I get nowhere with that can I just book a regular car on the spot?

I always found I could swap for any car equivalent to what I was upgraded to. Or for a few dollars more upgrade to a premium car.

 

[boffman]

Status: PC
Location: ADL
Booked: Mystery z9
Received: Kluger

The staff that night were amazing. We were a family of 4 and needed at least a full size car. I kept asking for something a little bigger and we went through a couple of small SUV's to a huge people mover before settling on a Kluger.

 

[NZ_Flyer]

Status: PC
Date: Oct 2019
Location: Melbourne St Kilda
Car Booked: Mystery Vehicle
Rate: $48/day
Car Received: Holden Calais Wagon AWD V6

 

[boomy]

Status: PC
Date: Nov 2019
Location: Melbourne Flinders St
Car Booked: Mystery
Rate: $146 pre-paid 3 days
Car Received: Subaru Forester