Lou Girardin
3rd February 2007, 06:58
We went to see the out-laws in Nelson last weekend, we thought we'd fly and rent a cage down there. So my wife booked a rental with Hertz. We had to change the pick-up time, so a couple of calls were needed and some debate about picking it up at the airport. BUT ONLY RELATING TO THE TIME OF PICK-UP. (This is important)
So on Sat morning I pick up the Ford, I'm in a hurry, so I grab the paperwork, give them my card and head off.
We had a great weekend, as you do down there, and returned the car on Monday. So I'm surprised to see an 'airport location' fee of $25 on the contract. No-one was at the counter, so I spoke to a Hertz staff member by phone and arranged to call the manager.
So, a couple of days later I phoned and a pleasant discussion ensued. I was told that the fee is normal practice to cover the airport costs. So I suggested that if I had been told that I would have picked up the car from elswhere. He said, "I'm sorry, the airport is our only depot". So why is there an additional levy? Surely it should be built into the rental and not disguised as something beyond their control, with the inference that there is an alternative.
I was advised to contact customer service. After this suggestion was made a couple of times I had to be blunt and say that I wasn't interested in that and I would prefer a refund - now.
He rang back after 15 minutes and said that 'as a gesture of goodwill' they would refund the $25. I was SO happy, until he went on to say how thoroughly trained their customer service people were that they couldn't possibly make an error like that and it was my wife's misunderstanding.
My wife, the Financial Accountant and Treasury Manager for a major multi-national corporation who, like most accountants, checks every household bill and keeps records of quotes etc, including this one, was in error.
This is customer service 101, give them their money back and at the same time piss them off so that they'll never return.
He would have done better to hang on to the $25.
So on Sat morning I pick up the Ford, I'm in a hurry, so I grab the paperwork, give them my card and head off.
We had a great weekend, as you do down there, and returned the car on Monday. So I'm surprised to see an 'airport location' fee of $25 on the contract. No-one was at the counter, so I spoke to a Hertz staff member by phone and arranged to call the manager.
So, a couple of days later I phoned and a pleasant discussion ensued. I was told that the fee is normal practice to cover the airport costs. So I suggested that if I had been told that I would have picked up the car from elswhere. He said, "I'm sorry, the airport is our only depot". So why is there an additional levy? Surely it should be built into the rental and not disguised as something beyond their control, with the inference that there is an alternative.
I was advised to contact customer service. After this suggestion was made a couple of times I had to be blunt and say that I wasn't interested in that and I would prefer a refund - now.
He rang back after 15 minutes and said that 'as a gesture of goodwill' they would refund the $25. I was SO happy, until he went on to say how thoroughly trained their customer service people were that they couldn't possibly make an error like that and it was my wife's misunderstanding.
My wife, the Financial Accountant and Treasury Manager for a major multi-national corporation who, like most accountants, checks every household bill and keeps records of quotes etc, including this one, was in error.
This is customer service 101, give them their money back and at the same time piss them off so that they'll never return.
He would have done better to hang on to the $25.