Big news! Hertz regrets the inconvenience of renting me a car with a nauseating stench of cigarette smoke:
Dear Mark Kelly:
Thank you for your correspondence regarding your recent rental experience. We appreciate the opportunity to review your concerns.
All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to us, and we apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. This matter will be reviewed with our maintenance personnel.
Apologies are seldom sufficient when customers receive poor service and we regret the inconvenience. We hope you will allow us the opportunity to serve you again so that we can regain your complete confidence in Hertz.
It’s true. Apologies are not sufficient.
But when you’ve had a terrible experience, who goes back to the same place in hopes of having a better one?
UPDATE April 7: We received a letter from Hertz over the weekend. Apparently blog posts carry more weight than direct complaints. The company issued a credit to our credit card, equal to about a third of what we were charged. Feeling much better now!