I called customer care at 2:30 today to ask about my one-day rental for 07/20/18.
I have a coupon book that gives you one day free if you rent for a weekend or
Icalled back to extend my reservations for a full weekend. The rep told me
I had to rent Thursday-Monday. That is not a weekend rental. I’ve rented
weekends many times Friday-Sunday. I provided the CDP/PC # for the
reservation and she would not reserve or edit the reservation. I asked
her to cancel the first reservation and book for an entire weekend or allow me
to speak to a manager. She hung up on me.
I spoke to a rep a week ago that didn’t want to be bother with assisting me. I
could barely understand what she was saying. She was rude and did not
fully answer my questions. She placed me on hold without informing of the
I am really shocked that this continues to happen because I am a manager in a
in-bound call center and I evaluate my representatives call on a week
basis. Exceptional customer service is our main goal, so I would think
this company would want to pride their selves on the service they provide. It
doesn’t seem to be important at all.
I refuse to believe that with all the complaints I read today that your call
takers are not being held accountable. Or better yet why are the managers of
the call centers are looking the other way. We have representatives that
handle our calls in other countries and they are polite and extremely helpful
so there’s no excuse.
I’ve managed call centers for years and I’ve seen big companies lose thousands of
customers due to poor customer service.
Product or Service Mentioned: Hertz Car Rental.
Reason of review: Return, Exchange or Cancellation Policy.