Consumer Confidential: Hertz refused to let facts get in the way of an unwarranted late fee
Mark Stanley makes his living advising corporate clients on how to improve their customer service. So it's fair to say he knows a thing or two about treating people right — especially if the goal is to expand business.
His recent experience with Hertz, therefore, should be taken not just as yet another horror story involving the formerly bankrupt rental car company, but also as a case study in how not to win friends and influence people.
"I travel about 150,000 miles a year. I know how these things should work," Stanley, 64, told me. "Hertz seemed more interested in collecting an unwarranted fee than in gaining a long-term customer."
To be sure, Hertz isn't the only rental
