My dh says he has now experienced it all. This is what happened to him Sunday night.....
Flew in from Cleveland (yes, he got to go the Cav's winning game!) and arrived at Hertz to pick up his car for the week. Car's trunk won't open. He leaves his suitcase sitting right behind the car, in a marked pedestrian walkway, as he goes to flag down someone to help him.
The Hertz van driver employee backs up and runs completely over his suitcase! It was in shreds. Thankfully the suitcase took the brunt of the impact and his clothing and toiletry bag were still intact and usable.
Manager on site is in over his head about what to do. He calls the head general manager at his home on Sunday night and puts my dh on the phone with him. The guy was great, very apologetic, asks my dh what he can do to rectify things. My dh says he's checking out of his hotel Thurs. morning and needs a new suitcase before then.
Hertz person and my dh go online together to look up my dh's suitcase (not sure which brand, but a top notch road warriar carryon that he paid a pretty penny for a couple of years ago). They don't make that one anymore, but find the next closest version, then look to see where it's available locally and said they'd have it sent to my dh's hotel, to be delivered by Wed.
They did even better than that---apparently a Hertz person went to the store on Monday, purchased it, and hand delivered it to his hotel, over an hour away from the airport. They also called him and let him know it was there.
It probably helped that my dh is platinum or whatever top tier is with Hertz and rents from that location every single week! But he was still impressed with the customer service....
Flew in from Cleveland (yes, he got to go the Cav's winning game!) and arrived at Hertz to pick up his car for the week. Car's trunk won't open. He leaves his suitcase sitting right behind the car, in a marked pedestrian walkway, as he goes to flag down someone to help him.
The Hertz van driver employee backs up and runs completely over his suitcase! It was in shreds. Thankfully the suitcase took the brunt of the impact and his clothing and toiletry bag were still intact and usable.
Manager on site is in over his head about what to do. He calls the head general manager at his home on Sunday night and puts my dh on the phone with him. The guy was great, very apologetic, asks my dh what he can do to rectify things. My dh says he's checking out of his hotel Thurs. morning and needs a new suitcase before then.
Hertz person and my dh go online together to look up my dh's suitcase (not sure which brand, but a top notch road warriar carryon that he paid a pretty penny for a couple of years ago). They don't make that one anymore, but find the next closest version, then look to see where it's available locally and said they'd have it sent to my dh's hotel, to be delivered by Wed.
They did even better than that---apparently a Hertz person went to the store on Monday, purchased it, and hand delivered it to his hotel, over an hour away from the airport. They also called him and let him know it was there.
It probably helped that my dh is platinum or whatever top tier is with Hertz and rents from that location every single week! But he was still impressed with the customer service....
