Calling Hertz experts.....

[Sencybil]

Please help

Apologies, getting close to our departure date and I am feeling a bit jittery about everything.

Joined Hertz Gold. Made a booking on the last day of the regular sale. Just trying to confirm that my Herz Gold is attached to the booking – because the free extra driver makes a big difference to me.

I know I was logged in when I made the original booking. However, after completing I noticed that when I’d put my arrival flight number in Hertz had changed my pickup time (assuming that I could get from plane landing to car pickup in 10 mins???) and charged me for an additional 2 hrs rental. In a panic I modified the booking, and I can’t swear I was logged in when I did that modification. And with the dirty trick on the pick up time I'm not trusting them at all.

Just can’t find anything on the confirmation that associates the booking with my Hertz Gold – except in very small writing it says “Customer not registered for gold service at this location”. At first I assumed it meant the booking wasn’t linked to Gold, then afterwards I thought it just means I need to go to the counter to register extra driver. Totally confused!

Have sent e-mail to Customer Services, but it’s been 3 working days now and no reply. FAQ section of website insists there is no way to add gold membership to existing booking, and only option is to cancel and rebook. The price – even with the extended sale - is now £100 more, so I’m not doing that. Hence I need to be sure, or else I’m going to cancel the booking, and need to do it soon to avoid penalties.

Advice greatly appreciated!
Thanks,

Sencybil xx

 

[wayneg]

If it says Customer not registered for gold service then you must have not been logged in.
Last year I booked for this April, it said the same, turned out it was my credit card. I cancelled original booking and entered new card details then rebooked, it then said I was registered for gold service.

I collect again from Hertz next week, again it says I am registered. Its nothing to do with additional drivers as they don't know if you want any until you arrive.

 

[Sencybil]

Thanks Wayne

Urrrghhhhhh.

Sx

 

[bazzanoid]

Give the web helpdesk a call on 0207 026 0077, they should be able to check for you and sort it out

 

[Sencybil]

Thank you, I'll give them a ring tomorrow!

Sx

 

[Sencybil]

Just to finish the story...(I hope).

So the reason I wasn't getting the Gold Service was that I hadn't ticked to accept Loss Damage Waiver in my profile. Web support people told me to change my profile options and all would be fine. I did, then called again to check, and it still wasn't linked, still telling them I wasn't registered for Gold service in US. After a lot of confusion, they manually overrode something. I'm still going to call once more to check.

Not very impressed with Hertz so far. At all times my profile asI view on the web has said I am registered for Gold Service in both Europe and USA / Canada. Really, if there is a small anomaly between the user profile and the terms of rental, a message should come up as you go through the booking process to alert you, and to offer an option to change profile. I have sent 2 e-mails to the customer services addresses (one standard, one Hertz Gold) and received no answer to either 8 days on. The only good thing has been the people who answer when you ring the web support number - although they answer as Hertz Ireland (which I think they are, by their accents), so you think you've mis-dialled. The main UK reservations number offers no opportunity to speak to a real person regarding an existing booking, and its a premium rate number.

None of that I feel is what should be expected from a 'premier' international brand....

Sencybil x

 

[wayneg]

Hopefully all will be OK now.

Thankfully I have had no problem with them but I went thru my profile when I first signed up and added everything that needed adding.
My only contact has been via email, replied no problem but it was a couple of years ago.

I collect from them next Thursday, hope that goes smoothly.

 

[Sencybil]

Are you picking up a standard SUV Wayne? Are there any vehicles in that class that you would try to avoid, or particularly like? I'm totally clueless with American models.

Thanks
Sx

 

[wayneg]

Are you picking up a standard SUV Wayne? Are there any vehicles in that class that you would try to avoid, or particularly like? I'm totally clueless with American models.

Thanks
Sx

I have booked the smallest SUV which is intermediate. No idea which models Hertz stock. With Alamo in August we had a choice of Ford Escape or a Jeep, the Ford was brand new so went for that the Jeep was an old model.
If I have a choice I look at which I like the look of, if there are a couple and I can't decide I then look at mileage and take the lowest.

 

[bazzanoid]

If you're gold service then you should be allocated a car and told where it is on arrival. If you don't like what they've given you then hit the Gold Choice section of the parking lot and take your pick from those available to you

 

[bazzanoid]

I have booked the smallest SUV which is intermediate. No idea which models Hertz stock. With Alamo in August we had a choice of Ford Escape or a Jeep, the Ford was brand new so went for that the Jeep was an old model.
If I have a choice I look at which I like the look of, if there are a couple and I can't decide I then look at mileage and take the lowest.

Have a look at http://www.flyertalk.com/forum/hertz/1357294-us-fleet-list-hertz-what-car-might-you-get.html they keep a running list of what's been seen on fleet.

 

[wayneg]

Have a look at http://www.flyertalk.com/forum/hertz/1357294-us-fleet-list-hertz-what-car-might-you-get.html they keep a running list of what's been seen on fleet.

Thanks, quite a lot of possibilties for IFAR, as I said we got a Ford Escape in August from Alamo, all touch screen controls on the central panel. I don't really mind what we get I just don't like the look of Jeeps but never driven one.

 

[bazzanoid]

The disparity between some cars in the same group is ridiculous sometimes though - for example here in the UK we have a non-bookable 'K' group vehicle (airports use it for upgrades from a D group / mondeo size car, us local branches use it as interchangeable with D, Z and I (or C if warranted)). By definition it's for crossovers and 'small' 4x4s like the Qashqai, old shape Kuga etc. And yet it's also got diesel Golf in it. Go figure....

The american fleet seems to be the same - on googling some of those IFAR models they were not much bigger than an offroad estate like the XC70!

 

[Sencybil]

Oooh, thanks for the info......another hour wasted looking up all the models in the group

 

[bazzanoid]

Oooh, thanks for the info......another hour wasted looking up all the models in the group

Lol..

I'm at that point in the planning stage where i'm desperately trying to think of anything I missed... so with a little intranet abuse at work i printed off a map of the Hertz rental parking lot at terminal B of MCO!

Well, got to be prepared to know where my car is when I get the email/text to tell me haven't i?

 

[Elise79]

If I am arriving on Virgin I assume I need to use the A side to collect as Virgin now use terminal A?

 

[bazzanoid]

If I am arriving on Virgin I assume I need to use the A side to collect as Virgin now use terminal A?

Ah nuts, you're right. I better reprint my lot map!