Hertz Car Rental

• David Powers
  
  
  (October 11, 2019, 11:00 am)

  I have rented vehicles from this location in the past and had experienced excellent service but last week a particular employee named Eric exceeded expectations by getting the exact vehicle I needed to rent at the last minute on a Friday. Thank you Eric.

• Agnimitro Chakrabarti
  
  
  (September 20, 2019, 7:23 pm)

  First of all let me be clear, I have not rented from Hertz Greely location ever and this is not a review of the car quality or customer service at this location in general. This is reviewing a specific experience I have had with Sarah at Greeley Hertz who helped me fix a pretty big mess that Hertz created themselves to begin with. I had rented a vehicle from Hertz Denver Airport and two days into my rental I got an email saying that my contract has been closed as I have returned the car, that I am being charged additional $250+ in fees for returning to a different location and an additional day's charge has been levied. Remember that at this point I still have physical possession of my car that I had rented, magically by some means Hertz has a clone of my car back!! I then spend about 2+ hrs with customer service at Hertz call center trying to explain the problem and fix this mess. Not only the calls keep rerouting, it's hard for them to understand the uniqueness of the problem, they keep saying my contract says that I had to return to Greeley when infact the copy that I have clearly states that I am to return at Denver Airport (my pickup location) for which I am fully prepaid. Giving them all the required information: registration plate number /contract ID/vehicle number etc doesn't solve anything as they cannot understand or explain how the same vehicle I am driving now is supposedly at one of their garages at the very moment. It is incredible to note how little Hertz corporate does in recruiting and training people at the call centers who don't even think beyond the box and would not make an effort to listen to the fact that the customer's problem may be unique and have a different source. They routed me twice to Denver airport and calls keep routing back to the customer service call center. I had to explain to three different reps my problem without being offered any solution. At last I get hold of Hertz Greeley's number from them, the location at which the magical clone of my car has made its way!
  
  Here is where I get Sarah who was tremendously helpful from the very start. She understood the problem the very minute I explained it to her, offered to do research immediately on her own and got back to me promptly within an hour identifying the source of the problem, acknowledging the automated system at Hertz made a fault and offered a very easy solution that just needed me to report back to her when I returned the car at Denver the next evening. She made sure all charges were waived and that I got a clean receipt within 24 hrs and that the confusion was cleared before I left Denver. I will highly recommend her for her excellent customer service qualities and can say she did turn a bad experience into a good one that day due to her excellent ability to handle a difficult situation. Thank you Sarah for your help!
  
  To Hertz corporate: Find ways to recruit, retain and promote people like Sarah who are the real assets of your team and project intelligence, emotional quotient, hard work and are truly interested in helping out customers in need. It is due to her great service and efforts that day that I will still return to Hertz next time I drive a rental!

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