The Hertz Corporation and CARSTAR, largest group of branded collision repair centers in North America, are rolling out a new vehicle rental program across the CARSTAR network. The program enables Hertz to stage vehicles at CARSTAR locations and replenish the on-site inventory daily based upon each shop’s rental car requirements.
CARSTAR shops are provided with car keys, and shop employees are able to rent and return vehicles. In addition, Hertz offers options for on-site rental personnel support and full-fledged retail franchises to CARSTAR owners under qualifying circumstances.
CARSTAR, with more than 395 shops in North America and a customer satisfaction rating over 97 percent in the U.S., recognized that dissatisfaction with vehicle rental was responsible for one quarter of its shops’ unfavorable ratings. Concurrently, The Hertz Corporation, with more than 1,750 off airport locations, had been developing a new model of operating to improve the overall collision repair process. Together, the two entities created the Hertz/CARSTAR car rental model for its repair shops.
“Working with CARSTAR has been a rewarding experience. Both Hertz and CARSTAR have a mutual and unwavering commitment to improving consumer experiences,” said Robert Stuart, Hertz senior vice president, global sales. “Through the out-of-the-box thinking and true spirit of our partnership, we are rewriting the role of vehicle rental in the collision repair process. And, already, we are seeing an increased level in customer satisfaction.”
Ernie Laky, CARSTAR’s vice president of purchasing, added, “Our new partnership with Hertz couldn’t be going better or be more exciting for us and for our franchisees. The benefits are unarguable. Three quarters of our Hertz users improved their customer satisfaction scores in 2009 versus 2008.”