This entry was originally posted on the Roamsters blog at http://rosalindgardner.me/customer-service-hertz-at-yyz/
We rented a car over Christmas from Hertz at the Kipling and Dundas Street kiosk in Toronto.
The folks at that location were excellent… friendly, fast and helpful. We received an upgrade to a PT Cruiser for no extra charge, and when I remarked that the car was a tad dirty and somewhat odorous, the car jockey ran in and returned immediately with a $15.00 voucher to use for either a car wash or as a credit toward the rental.
The Hertz customer service experience at the Toronto International airport Hertz location on January 3rd was quite another story.
- My cheerful “Good Morning” greeting was not returned in kind. There was no “Good Morning” or “Happy New Year”… nada.
- The agent literally barked at me. “You returning the car?”, “Did you fill up?” and “What’s the mileage?”.
- The desk clerk processed the paperwork which I signed. After slapping another piece of paper on the counter, he appeared to continue working on our file.
- After a lengthy pause he regarded me with a look that said ‘What the he** do you want?”, so I asked if we were done. “Ya.”
No “Thanks for your business” or “Have a nice day”. Just “Ya.”
My response to his extremely poor manners? “You’re welcome… NOT! Next time we’ll rent from Budget!” loud enough for the agents at the Budget car rental counter to hear. 🙂