To Hertz Corporate Customer Relations,…read more
I am writing to formally escalate a serious customer service and vehicle quality concern regarding my rental experience on September 16, 2026, at your Morrow, Georgia location located at 6850 Mount Zion Blvd, Morrow, GA 30260.
As a long-standing Hertz customer and Gold Member, I am compelled to bring this matter to your direct attention because the experience I received was not merely disappointing, it was entirely unacceptable and unworthy of the Hertz brand.
I arrived at the branch to pick up a rental vehicle for an important business trip to Statesville, North Carolina. My company had arranged the rental through Hertz, and I expected a professional, efficient experience. Instead, what I encountered was a branch that appeared indifferent to customer service from the moment I walked through the door.
Customers entering the facility were not acknowledged, communication was minimal, and there was a complete lack of urgency from the staff. After waiting approximately one hour to be assisted, I was informed that the vehicle I had reserved was not available. I was then offered what was described as a complimentary upgrade to a Toyota 4Runner.
While I appreciated the effort to provide an alternative vehicle, the delays did not end there. I was required to wait even longer while the vehicle was cleaned and prepared. Given that I was traveling for business and operating on a strict schedule, the continued delays were frustrating and unacceptable.
Unfortunately, the most serious issue arose when the vehicle was finally presented.
As I began loading my belongings into the Toyota 4Runner, I was immediately met with a strong and unmistakable odor of marijuana throughout the vehicle. The smell was overwhelming. There was absolutely no question regarding the source of the odor. It was evident the moment the door was opened.
I immediately reported the matter to the Hertz employees on duty. Two employees came outside and stated they could not smell anything. Frankly, I found this response unbelievable and dismissive. The odor was so obvious that anyone entering the vehicle would have detected it. Rather than taking my concern seriously, I felt my complaint was discounted and ignored.
Compounding the problem, I was informed that no replacement vehicles were available.
As a result, my company was forced to secure a vehicle through another rental provider at the last minute so that I could continue my business trip. Due to the excessive delays and Hertz's inability to provide a suitable vehicle, I arrived late to an important business meeting.
Beyond the inconvenience, I am deeply troubled by the potential consequences had I accepted that vehicle.
Had I been stopped by law enforcement while operating a vehicle that smelled strongly of marijuana, I could have been subjected to unnecessary scrutiny, embarrassment, and reputational harm through no fault of my own. Likewise, had that odor transferred to my clothing before attending professional meetings, customers, colleagues, and business partners could reasonably have questioned my professionalism and judgment. No customer should ever be placed in such a position.
What makes this experience even more concerning is the apparent lack of branch leadership. At no point was the Branch Manager available to address customer concerns or assist in resolving the situation. Effective leadership and accountability were noticeably absent, and the overall customer experience reflected that reality.
I have shared these concerns with our corporate travel team and several business associates because this experience raises serious questions about vehicle inspection standards, branch management oversight, and customer service practices at this location.
As a loyal Hertz customer, I am disappointed that I was treated as though I was creating a problem rather than reporting one. The reality is simple: Hertz failed to provide the reserved vehicle, failed to provide an acceptable substitute, failed to adequately address a legitimate vehicle concern, and ultimately failed to fulfill its obligation as a rental provider.
I am requesting:
A formal investigation into this incident.
A review of vehicle inspection and cleaning procedures at the Morrow, Georgia location.
A review of customer service practices and management oversight at this branch.
Appropriate compensation for the significant inconvenience, business disruption, and unacceptable customer experience.
To be clear, this was one of the worst rental experiences I have encountered as a Hertz customer. The service I received was inconsistent with the standards Hertz claims to uphold, and it has severely damaged my confidence in both this location and the brand as a whole.
I expect this matter to receive prompt attention and I look forward to receiving a formal response outlining the corrective actions that will be taken.
Sincerely,
Guss Bodison
Hertz Gold Member
