After accepting an Amex Platinum cardholder invitation for Hertz Gold membership I decided to book a car for pick up at Changi
On arriving at Changi terminal 2 I waited 15 minutes for the paperwork to be done and when I asked about Gold member benefits was told this status is not recognized in Hertz Singapore !
When I asked about insurance availability the response was '22 and 32' - when I asked what that meant I was told its the cost for each of the insurance packages available - when I asked what those costs covered the folder had to be consulted for several minutes before an explanation was given
$1500 was then held on my Amex card
At that final point I was told that no insurance was available because I am 65 years old so the rental would be on a 'self insure' basis. When I pointed out I was not 65 until later this year I was advised this condition applies in the year in which I turn 65
I declined the rental after what was then 25 minutes - and thankfully Amex quickly reversed the $1500 on hold
A totally unsatisfactory customer experience - and neither of the staff present seemed to care too much
I received an online survey some days later which I completed as best possible - so let's see if Hertz bother to make contact
Ironically Avis at the next Changi counter provide insurance coverage up to 75 y/o - I was too late with only a large car type available - they will get my business next time
Shame on you Hertz !
On arriving at Changi terminal 2 I waited 15 minutes for the paperwork to be done and when I asked about Gold member benefits was told this status is not recognized in Hertz Singapore !
When I asked about insurance availability the response was '22 and 32' - when I asked what that meant I was told its the cost for each of the insurance packages available - when I asked what those costs covered the folder had to be consulted for several minutes before an explanation was given
$1500 was then held on my Amex card
At that final point I was told that no insurance was available because I am 65 years old so the rental would be on a 'self insure' basis. When I pointed out I was not 65 until later this year I was advised this condition applies in the year in which I turn 65
I declined the rental after what was then 25 minutes - and thankfully Amex quickly reversed the $1500 on hold
A totally unsatisfactory customer experience - and neither of the staff present seemed to care too much
I received an online survey some days later which I completed as best possible - so let's see if Hertz bother to make contact
Ironically Avis at the next Changi counter provide insurance coverage up to 75 y/o - I was too late with only a large car type available - they will get my business next time
Shame on you Hertz !
