On March 15, 2019, my wife and I celebrated our 50th Anniversary. For our anniversary, my sons, were taking my wife and I to the Outer Banks in North Carolina. I am a retired IBM employee. We received a nice discount through IBM. My son, Matthew, would be doing most of the driving. Around the 15th of March we talked with Nick in the Poughkeepsie, NY Hertz office. Since my son and his family (5 people), my wife and I would be in the vehicle, along with their/our luggage, what vehicle would Hertz recommend. We were told either a Chevy Suburban of a Yukon XL would work for us. So, we asked to reserve either of those vehicles. Nick told us he put in the reservation. We would pick up the Suburban or Yukon XL on Friday 04/12/2019. We offered to pay a deposit, but were assured a deposit wasn't necessary. We were assured we had reserved the vehicle.
On 04/09/2019 I called the Hertz Poughkeepsie Office just to make sure the Suburban or Yukon XL would be there. Talked to Nick again and was told it would be there. We could pick the Suburban or Yukon XL around 4:00 pm on 04/12/2019.
On 04/12/2019, we were a little strapped for time, so I called the Hertz office and asked if we could pick up the Suburban or Yukon XL at about 1:00 pm instead of 4:00 pm. There was a long pause on the other end of the phone. I don't remember the fellows name, but he told us the Suburban wasn't there. However, they had an Infinity QX80 we could have. I asked if it was the same size and could fit 7 adults and their luggage. He stated it would and it was the same size as the Suburban. We could pick it up at 1:00 pm.
We arrived at Hertz in Poughkeepsie around 12:30 pm. As soon as I saw the QX80 I knew it would not fit 7 adults and their luggage. We talked to one of the gals at the desk and voiced our concern. With that a Gal from the back office came out. I suspect she was the manager/supervisor. She stated she had been on the phone the day before and that day, trying to locate a vehicle for us, but none were available. I told her we were leaving at 4:30 am the next morning and what were we supposed to do. I felt we had exercised reasonable responsibility in contacting Hertz and following up. Hertz had not done the same. The Supervisor stated, "Well a T6 vehicle could not be reserved". I asked her how we would know that? I got no reply. We were also told, by the Supervisor, that Hertz cannot guarantee any reserved vehicle will be there when the customer arrives. Really? I never had a problem in 30 years. Guess Hertz has changed their policies. We felt our 50 Anniversary trip would be ruined.
I also asked her why Hertz felt that an Infinity QX80 was the same size as a Chevy Suburban. Clearly it is not. I again stated, "how are we going to get 7 adults and their luggage in the QX80?" Her response was well you can't. We left Hertz upset and with a bad taste in our mouth.in the 30 years I worked for IBM, never had I been treated in such a way, by Hertz.
• Why didn't Hertz let us know that the Suburban or Yukon XL could not be reserved?
• Why were we not notified immediately, by the Supervisor, the vehicle might not be there when we arrive. She spent a day and a half trying to locate a Suburban or Yukon XL. Had we know the day and a half prior, we could of tried to make other arrangements.
• Why were we told., twice that the vehicle would be there and it wasn't?
• Is the QX80 really the same size as the Suburban? The Poughkeepsie Office says it is.
It appeared our trip was ruined. It would have been, but Enterprise bailed us out with Dodge Caravan.
Bottom line-. The Caravan was tight, but it worked. Because of Hertz not having the Suburan as promised, we rented a smaller vehicle and paid $410 more. I wonder if any other IBMer has experienced these same problems. I'll have to contact IBM.
By the way-may son also wrote an e-mail to Poughkeepsie Hertz office Supervisor's Manager. He never received a response.
40 Marian Ave
Poughkeepsie, NY 12601