Hertz can try harder (in Jersey City, NJ at least) Hertz
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I tend to rent fairly frequently from the off airport location of Hertz in Jersey City (Harborside). While the experience is not inadequate, I think it is reasonable to expect more for the premium rates they charge and given that I am a Hertz #1 Club member.
Take my experience for the Jul 4 weekend. The location was closed on Jul 5 & 6 as well. So I had to rent from Jul 3 evening to Jul 7 - i.e. 4 days when I really needed it for 3 days. Though they permit returns during their off hours, they won’t give credit for it. So they were OK with me parking on Jul 6 evening (and from the parking ticket they would know that the time of my return), but they would charge me for 4 days anyway. This is a peeve because they used to permit this earlier. Withdrawing a very meaningful service ostensibly because of more “misunderstandings” and “accidents” (as a note on their window states) doesn’t quite cut it. And when I offered to return it to the airport, they said they would charge an extra $100 - thereby making it pointless.
It also often takes inordinately long to get a car. With 4 people in front of me, it took me 20-25 minutes to get to the counter and complete the paperwork. This was not an outlier - average processing times have been high. Being a #1 Club member is of no use here - everyone gets in the same line.
Not all of their cars have EZ Pass. I badly wanted a car with EZ Pass but they had only one car in my category and that didn’t have it. The agent forgot to give me a parking ticket and I had to run back to the counter to get it after I got the car (though, to be fair, this was the only time it happened to me).
The cars themselves are pretty good and I have never had any trouble. Once I got a car with the a 3/5 fuel level. I returned it at the same level but they charged me a fuel surcharge - which they eventually reversed after a couple of calls. Apart from this, I have had no trouble with billing. Most of the agents are reasonably courteous.
Their location is good and their hours are decent. For a long time they had AM hours on Sat and PM hours on Sun making it difficult to rent a car for a weekend day. They have finally addressed that. The cars are parked on level 2 of the garage so you can be in and out of the garage pretty quickly.
Finally, the rates tend to be rather high. I guess they have pricing power because of their location and the nearby Avis location has comparable rates. I understand that rates are a function of demand and supply function, but I expect Hertz to address the issues of off-hours returns, speedy service for #1 Club members and on-demand EZ Pass. Without this, they aren’t trying harder.
My experience with Hertz at airport locations - though not extensive - has been reasonably good. I have been able to get cars quickly and hours have never been a problem as all airport locations I have used are open 24 hours.
I signed up for Zipcar which incidentally has cars parked in the same garage. If reviews and customer feedback don’t make them try harder, hopefully zipcar will.
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Tags: , Car Rental, Hertz, Hotels & Travel
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