Hertz Rent A Car

I’ve seen your responses to other customer complaints. Based on this I’m assuming that as a company, Hertz has given up on rectifying customer complains, but I’m writing anyway.
My experience with Hertz at Denver International Airport was an epic joke. I call it a joke because the only way I can comprehend how badly your employees treated me is to pretend I was on a bad reality show.
Arrival: Commotion and Chaos
Hertz Clerk «I can help you over here»
Me not hearing him.
«I can Help you over here!»
me not hearing him.
«EXCUSE ME. I CAN GET YOU OVER HERE!!!»
The next 10 minutes I was treated like an abomination of life, but of course I was told I needed a number of up sale offerings and made to feel like a piece of shit when I declined the additional insurance.
My AAA membership also did not qualify me for a free car seat, even though on the AAA website it says it does. What a joke.
The car was a base model Toyota Yaris in which the horn did not work.
Return:
1.5 hrs to flight
Hertz check in person asked me to sign to pay a $ 70 dollar charge for being 10 minutes past my time.
I asked to speak to the mgr. He said he’d get him outside to speak with me. (My daughter was asleep so I opted not to carry her around unnecessarily.)
20 minutes later… No manger. A little over an hour before my flight.
The check in employee gave no shits about sleeping child. I carried all bags, luggage, and sleeping child out of my way to track down your manager.
Found him dealing with another irate customer.
Less than an hour to my flight.
Stood a few feet away from manager and irate customer.
Another employee approached me. She said
«Can I help you with something?» nasty tone.
«I’m waiting to speak to the manager» I say.
She says in an even nastier tone.
«You need to move away and give him space»
I replied.
«Space? I’m six feet away»
my child begins crying.
She replies «Sir, I need you to move away and wait your turn»
I reply. «Please go away from me. I’m waiting to speak to the manager.»
She actually yells at me in public. «He’s helping another customer and you need to wait your turn!»
As if I hadn’t been waiting my turn.
child crying full bore.
45 minutes to flight.
Manager finally available and says it’s standard to charge me $ 70 if I’m even one minute late.
I say no way. No way this is ethical business.
He begrudgingly removes the charge at a pace that I can describe as sloth like.
40 minutes to flight.
Get on Hertz bus.
Sit on the bus for 10 minutes.
I exit the bus and tell a group of Hertz employees standing around in a circle talking that I’m 30 minutes from missing my flight.
Dirty looks from the group. Driver slowly walks onto bus.
My plane was five minutes from leaving by the time I got there.
Hertz cost me at least 45 minutes of time while I had to wade through the bullshit, games, misery, and hell that was my experience.
Beyond Bad

I was in Denver recently for a weekend trip. The Chevy Cruze I received at the Denver International airport did not have bluetooth or even an aux outlet enabled (bummer!). I knew I couldn’t stand driving all day at Rocky Mountain National Park without listening to my own music so I called this location to see if I could swap out my rental. I spoke to Mike on the phone (Michael Trapani, Branch Manager) and he was EXTREMELY nice about it. He told me I could stop in any time and we would happily assist.
By the time I got to the Hertz, it was getting busy as it was mid morning Friday and people were picking up vehicles for the weekend. I only waited for 5 or so minutes and Michael as well as Miguel the intern were very accommodating to our needs. My boyfriend who was going to do to the bulk of the driving during our trip said he did not want an American vehicle. They offered a Kia Soul to which we said, ‘no thanks’. Ultimately we opted to go with a Toyota Yaris. Miguel cleaned it out in a jiffy and we were good to go!
Mike and Miguel were very customer service oriented. They went the extra mile to keep us satisfied even though we were being picky and difficult about the vehicle we wanted. Overall they made it a wonderful experience and that’s why I continue to book with Hertz!
BIG SHOUT OUT TO MIKE AND MIGUEL! You guys rock! Keep up the great work!