Hertz Car Rental

jlo

I prepaid for three days of car rental while on holiday in Germany recently. On returning from my holiday I found that Hertz have charged my credit card for additional charges - an extra day's rental and a full tank of fuel.

This has more than doubled the price I paid for the car rental.

When I collected the car, the man at the Hertz desk told me clearly that I had until one hour after the agreed return time, or else I would be charged for an extra day. I returned the car 45 mins after the agreed time. When I sent an email query to Hertz they told me their grace period is 29 minutes, hence my being charged for an extra day.

Also, at the time of collection, the man at the Hertz desk told me I could return the tank full or empty, and as long as the tank was more than half full, I would not pay additional fuel charges. He went over this a number of times, telling me not to bother filling the tank if the tank was half full, as they would consider this as a full tank.

This was my first time renting with Hertz. I usually rent from Avis. I am querying the charges with Hertz but I'm not hopeful as I have no proof that the representative who dealt with me at the desk misled me. I am very meticulous about car rentals, and told my husband all the information the man had given me as soon as we started driving. I did not imagine this information or make it up, yet I can't prove that I received this information.

Is there anything I can do to get these additional charges refunded?

Itsgottabedone

I think you'll find the grace period was reduced only very recently from 59mins to 29mins. You could suggest that the rental agent wasn't aware of this change and therefore misinformed you. As to the refuelling charge, all car hire companies charge a hefty amount for refuelling and I've never been told that anything over half a tank is counted as "full" - I've probably rented 50+ cars with Hertz, Avis and other major suppliers. It sounds as though the rental agent was a bit flaky, rather than the rental company itself. Good luck with your request for reimbursement!

jlo

Just to update: Hertz did quickly refund the portion of my bill relating to the extra day's hire, which they said was a goodwill gesture.

I've been involved in a very protracted and wordy (on their end) email exchange with "Customer Services", and am now waiting to see if they'll agree to refund the refuelling charge.

Their email response to complaints seemes to be very efficient and polite, but you do have to wade through a lot of flowery language to get to the point

Itsgottabedone

That's great news about the extra day's hire. Thanks for letting us know the result!

Boobydoo

I've just stumbled across this................and I'm having trouble with Hertz.

Does anyone have the contact details for Customer Service please? I filled in the contact form on the website, but have heard nothing. They don't appear to show any kind of Complaints department/contact.
Many thanks

KILL_BILL

they should have printed off a receipt showing the charges that you would have been billed to your credit card which would or should have shown the charges including the cost for the fuel

jlo

Boobydoo wrote: »

I've just stumbled across this................and I'm having trouble with Hertz.

Does anyone have the contact details for Customer Service please? I filled in the contact form on the website, but have heard nothing. They don't appear to show any kind of Complaints department/contact.
Many thanks

They can take up to ten days to respond, I am also waiting to hear back from them (I emailed last week), so maybe they're extra busy atm?

What's your issue with them if you don't mind me asking?

jlo

KILL_BILL wrote: »

they should have printed off a receipt showing the charges that you would have been billed to your credit card which would or should have shown the charges including the cost for the fuel

They sent me an invoice after they'd charged my credit card.

jlo

This morning I received an email from Hertz customer services confirming they'd refund half the refuelling charge.

I started disputing the charge with them on 10th June, and finally we've reached a satisfactory conclusion on 21st July, following a long, drawn-out exchange with various customer service agents.

I'm delighted with the outcome, and just want to advise others in similar situations to persevere, no matter how difficult they make it for you. I lost heart a couple of times, but in the end, I got the majority of my money back, and I'm very happy indeed!