I will never rent from HERTZ again. After waiting 30 minutes at Chicago O'Hare airport for a HERTZ shuttle to take me to the service counter, I had to wait 30 minutes in line to be told I had to wait another hour before my car, which I had reserved online, would be ready. While I understand things can sometimes get bottle necked with car rentals, the real frustrating issue was that there were only two people assisting customers, while several other HERTZ employees were walking around in the back office. Finally, after waiting with my luggage in a crowded service waiting room for an hour, I was told the car was ready. I was sent to a stall on the far side of the lot. I struggled to get all of my luggage to the slot (another 15 minute adventure) only to find that there was no car. I went back to the service counter, with all of my luggage again, told them the situation and was offered an economy car, (I had reserved a small SUV), with no rate reduction. After yet another 20 minutes I was directed to another car and was able to leave the lot.
How did HERTZ attempt to recover from this extremely disastrous customer service experience? I was offered a $25 discount on my next HERTZ rental. I told them this would be of great value to me if it was for a competitor such as Budget, given that I will never ever rent from HERTZ again.
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