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Letter to the Editor

CARSTAR and Hertz Redefine the Replacement Rental Market

The program enables Hertz to stage vehicles at CARSTAR locations and replenish the onsite 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. For consumers, this means the elimination of wait times and a choice of rental cars. For shop owners, this means higher closing ratios and more satisfied customers.

Robert Stuart, Hertz Senior Vice President, Global Sales, commented, "Working with CARSTAR has been a rewarding experience. Both Hertz and CARSTAR have a mutual and unwavering commitment to improving consumer experiences. 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, commented, "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."

Dan Young, CARSTAR's Senior Vice President of Insurance, commented, "Our new partnership offers our insurance partners a meaningful route to higher policy holder satisfactions through their accident experiences, and to higher retention rates. Our Hertz users' customer satisfaction scores even outperform the already outstanding ratings for the CARSTAR system as a whole."

CARSTAR, with more than 395 shops in North America, recognized that dissatisfaction with vehicle rental was often responsible for one quarter of its shops unfavorable ratings by customers. 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.

CARSTAR is the largest group of branded collision repair centers in North America with over 395 locally owned and operated locations in 28 states and 10 Canadian provinces.

The Hertz Corporation, a subsidiary of Hertz Global Holdings, Inc., is the world's largest airport general use car rental brand, operating from approximately 8,100 locations in 146 countries worldwide. Hertz is the number one airport car rental brand in the U.S. and at 78 major airports in Europe, operating both corporate and licensee locations in cities and airports in North America, Europe, Latin America, Asia, Australia and New Zealand.

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