Advantage Car Rentals redeems itself – with good customer service! by Liz Saunders

I recently blogged about our “interesting” experience with Advantage Car Rental in Fort Lauderdale.  Well, having said “don’t use this company”, I take it back.

Joe did the research to discover that Advantage Car Rental is owned by Hertz.   He also found the email addresses for Vice President of Hertz, Brian Dickerson and Senior Vice President, Global Customer Care of Hertz, Joseph Eckroth on Trip Advisor.  So we crafted a carefully worded and clear email to them.

That email was sent on Friday.  Apparently we got Mr. Eckroth’s attention.  This is the response Joe got on Tuesday:

Dear Mr. McManus:

Mr. Eckroth has asked that I investigate the situation you wrote about and respond directly to you.

First of all, let me express my sincere apology as well for the difficulties you encountered in Ft. Lauderdale.  I can certainly understand your frustration and disappointment with Advantage and I’m sorry for the inconvenience this caused you while you were trying to enjoy your travels in Florida.  There really is no excuse for the lack of service and assistance you received.  I can assure you that your comments will be forwarded to the appropriate parties to ensure corrective action is taken.

After reviewing the rental record, the contract had not yet been closed by the location.  I have credited the upgrade fee on the billing and closed the contract.  The total amount billed will be $***.**.

Thank you for taking the time to let us know about your experience.  We value your business and hope you will give us the opportunity to regain your confidence in Advantage.

Sincerely,

Sharon Rose

EXECUTIVECUSTOMERSERVICE
The Hertz Corporation | 225 Brae Blvd, Park Ridge, New Jersey 07656
executivecustomerservice@hertz.com | www.hertz.com

Not only has the extra charge been reversed, the amount being charged to our credit card is $22 less than we expected to have to pay!!!   You absolutely can NOT argue with that customer service.

Published by J. Liz Saunders

With over 30 years of experience, J. Liz Saunders delivers exceptional office and sales support to a wide range of businesses. More importantly, she does so with creativity. Her ‘can do’, ‘can solve’, ‘can source’ attitude results in the most efficient and effective completion of her clients’ requirements every time. Upon first meeting, Liz’ her most notable quality is her energy. When preparing for and running the Toronto marathon in 2004, Liz channelled this energy with discipline and determination. She uses those same qualities when organizing her many clients and delivering high quality support services in a timely manner. As a virtual assistant, Liz cold calls and generates leads for sales people; researches sites for meetings; schedules appointments and provides client support; offers transcription services, manages broadcast emails, arranges printing, handles basic bookkeeping; writes correspondence, proposals, quotes and invoices for clients; and acts as a call centre taking registrations for seminars. Liz is a certified Virtual Assistant with extensive experience in Microsoft Office. She has a BA from the University of Toronto and studied Fundraising Management at Ryerson University. She has experience in legal services, construction, insurance, real estate and facilities management. Liz builds her business based on trust, quality and a commitment to exceptional results.

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