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Hertz Put Me on a DNR for No Reason Again
Hertz Ontario Airport Is Out of Control - Complaint
Review by SergioRodriguez on 2012-05-19
Rating: 
I have rented from Hertz for the last 7 years. I was Presidents Cricle about 5 of those years gernerating about 20k or more each year for Hertz. Last year I became Platinum. This April 24th I was placed on a DNR for an incident that happened on August 17th, 2010. almost 2 years later. I had a misunderstanding with a manager [snip] at the Ontario Airport. I did not curse at her or threaten her. I did not want a vehicle she tried to give me so I asked for something different.
She was rude and said no, and if I didn't want the car they had then I could leave walking. ( mind you I am crutches for life ). I told her that I didn't want to argue I just did not like the vehicle they gave me and I wanted a different one. Well long story short she went to the back and called the police and told them to make me leave because I didn't want the car she offered me. WOW. I wrote a letter and complained ( 3 pages of detailed information ). I received an apology from the location Manager on November 18, 2010, saying she talked to the employees and was sorry.
The 20 something of November 2010 there was a request to have me on the DNR. I was DNR on February 7, 2011 for the incident, claiming I made unwarranted comments and threats toward a Hertz employee. I wrote an appeal letter February 19, 2011. the DNR was overturned March 1, 2011. I was fine after that, renting on a monthly basis. Well now comes April of 2012, I needed a truck and called the Ontario Airport to see if they had one. A manager said he would try and locate one. He placed my name on the board stating a Platinum customer [snip]needed a truck. Well [snip] seen the board and flipped, questioning why I was able to rent again and that I should not be able to. So the location manager [snip] called the DNR and had me readded to the list. At this time I had 3 rentals out. One I was driving, my secretary the other, and the wife the other. I have fought and fought for Hertz to realize I was not in the wrong for the incident.
I provided document after document to prove my position. I have [snip]gotten nowhere! I tried dealing with the regional manager, nothing! [snip] at the main office over operations, nothing! My word against their local manager, but mine with supporting evidence. This lady [snip] has some kind of Vendetta against me and I do not know why. But Hertz is being completely unfair towards me. Not sure what else to do. I do not like having me name Tarnished by lies. I am a great person, I volunteer with several non profit organizations, ex military and a mentor to many. I just want Hertz to do the right thing.
She was rude and said no, and if I didn't want the car they had then I could leave walking. ( mind you I am crutches for life ). I told her that I didn't want to argue I just did not like the vehicle they gave me and I wanted a different one. Well long story short she went to the back and called the police and told them to make me leave because I didn't want the car she offered me. WOW. I wrote a letter and complained ( 3 pages of detailed information ). I received an apology from the location Manager on November 18, 2010, saying she talked to the employees and was sorry.
The 20 something of November 2010 there was a request to have me on the DNR. I was DNR on February 7, 2011 for the incident, claiming I made unwarranted comments and threats toward a Hertz employee. I wrote an appeal letter February 19, 2011. the DNR was overturned March 1, 2011. I was fine after that, renting on a monthly basis. Well now comes April of 2012, I needed a truck and called the Ontario Airport to see if they had one. A manager said he would try and locate one. He placed my name on the board stating a Platinum customer [snip]needed a truck. Well [snip] seen the board and flipped, questioning why I was able to rent again and that I should not be able to. So the location manager [snip] called the DNR and had me readded to the list. At this time I had 3 rentals out. One I was driving, my secretary the other, and the wife the other. I have fought and fought for Hertz to realize I was not in the wrong for the incident.
I provided document after document to prove my position. I have [snip]gotten nowhere! I tried dealing with the regional manager, nothing! [snip] at the main office over operations, nothing! My word against their local manager, but mine with supporting evidence. This lady [snip] has some kind of Vendetta against me and I do not know why. But Hertz is being completely unfair towards me. Not sure what else to do. I do not like having me name Tarnished by lies. I am a great person, I volunteer with several non profit organizations, ex military and a mentor to many. I just want Hertz to do the right thing.
Comments:
Posted by Inat on 2012-05-19:
That's terrible! So why do YOU want to continue renting from THEM? There's plenty of other rental agencies out there and if it was me, I would rather take my business elsewhere
Posted by trmn8r on 2012-05-19:
A business can choose not to do business with you - I have had it happen myself. You feel offended, that it was unjust, etc, but it is a fact.
Are there not other rental agencies at the area? I was banned from Red Robin, and afterwards it was like a whole new world opened for me. I found 5 other restaurant chains in the area that also sucked, and learned when to pull the rip cord and go elsewhere.
Good luck at the new company. When one door closes, another opens...
Are there not other rental agencies at the area? I was banned from Red Robin, and afterwards it was like a whole new world opened for me. I found 5 other restaurant chains in the area that also sucked, and learned when to pull the rip cord and go elsewhere.
Good luck at the new company. When one door closes, another opens...
Posted by SergioRodriguez on 2012-05-19:
I like Hertz because of the quality of cars. I also gained the highest level of rewards. So my issue with going else where is that I would start from the bottom. Plus I have established several relationships with other locations nationwide. I agree they are acting wrong. I want them to fix it. I am looking into National Rent A Car because I was told they would match my Hertz Status. Honestly my feelings are hurt. I am a grown man, but this situation truly hurt my feelings. Oh I also have about three free weeks worth of rentals in points that are gone.
Posted by trp2hevn on 2012-05-19:
Is it possible that you can use your rewards at a different location? Is there only 1 office available to you? It sounds like the manager at that particular location hasn't forgotten what has happened in the past and as long as that person is at that location, you most likely will have these same obstacles.
Posted by SergioRodriguez on 2012-05-20:
Not with any Hertz any longer unless I get my name removed from the DNR. all my points are gone.
Posted by NigelRoad on 2012-11-02:
I was following your thread on flyertalk, and i think you got hosed... Reading between the lines, I feel like she just didnt appreciate being outdone by a black hispanic man. It sucks but none of the other people in those other forums would notice racism even if it smacked them in the face. Aluta continua... Its not all abt $$$, companies need to have principles too.
Posted by Same O Same O at Avis on 2012-11-06:
Wow same thing is happenning to me at Avis-Ontario Airport
I've had the District Manager suggest "I should consider going to another rental agency" Shocked and mostly embarrassed I repeated what he suggested then he confirmed what he stated and added because he believes my standards are too high.
I replied expecting a clean, undamaged steering wheel, fresh not fish smelling , washed, gasoline thru vent smell car is Anyones minimum requirements! By the way almost 18 of my recent rentals have had 1-5 issuses...not caused by me but rather pointing it out. Oh and lets not start on the unauthorized billing, profile changes, removing discounts, not honoring coupons....etc. Basically take the car they assign their loyal PREFERRED and AvisFIRST customers, don't review your bill, speaking professional and polite will stress out counter clerks---on and on and on! Yet...at this point I will not leave to another rental agency because he has no right to ask me to do so when I have not done anything wrong! I suggested to use my past incidents as an opportunity to look into possible further employee training of all its departments to avoid future frustrations. Of course that upset him and said he was going to discuss "me" with corporate and have them recommend what to do about me. Now I was more confused and said that would be perfect, that way someone hopefully will know who to fire or correct within Avis. I have never received any comps resulting from my complaints to customer service and told him I PAY for my rentals and I should receive courteous treatment and a decent car thats all. Therefore Avis shape up and look into customer reviews.
I've had the District Manager suggest "I should consider going to another rental agency" Shocked and mostly embarrassed I repeated what he suggested then he confirmed what he stated and added because he believes my standards are too high.
I replied expecting a clean, undamaged steering wheel, fresh not fish smelling , washed, gasoline thru vent smell car is Anyones minimum requirements! By the way almost 18 of my recent rentals have had 1-5 issuses...not caused by me but rather pointing it out. Oh and lets not start on the unauthorized billing, profile changes, removing discounts, not honoring coupons....etc. Basically take the car they assign their loyal PREFERRED and AvisFIRST customers, don't review your bill, speaking professional and polite will stress out counter clerks---on and on and on! Yet...at this point I will not leave to another rental agency because he has no right to ask me to do so when I have not done anything wrong! I suggested to use my past incidents as an opportunity to look into possible further employee training of all its departments to avoid future frustrations. Of course that upset him and said he was going to discuss "me" with corporate and have them recommend what to do about me. Now I was more confused and said that would be perfect, that way someone hopefully will know who to fire or correct within Avis. I have never received any comps resulting from my complaints to customer service and told him I PAY for my rentals and I should receive courteous treatment and a decent car thats all. Therefore Avis shape up and look into customer reviews.
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