Hertz Mis-selling Car Rental 'optional' extras

agreen6

Hertz at Gatwick airport - I went to the counter and asked for a quote for the cheapest option of hiring a car for five days.

I was told it would cost £350. I asked if there were cheaper options available and he said “The cost will be £350, sign here to confirm you want the car for five days and let’s take you to the car”.

Looking at the receipt the next day I realised I'd been charged for:
'SuperCover and 'PI'

At no stage was this offered to me, or even mentioned. The Agent saw that I was in a rush and used it as an opportunity to mis-sell me the insurance.

When I took the car back (to a different branch from where I picked it up) I was told that this type of mis-selling happens a lot at Gatwick and Heathrow, I was amazed that it is common knowledge internally that this practice takes place!

Calling customer services for a refund (which didn’t happen), I suggested the staff needed re-training to stop trying to sneak through optional insurances, they told me it was me who needed re-training and if I wanted to be the ‘consumer champion’ I should do so.

Anyone else had similar issues? Anything we can do about it?

Thanks!

Takecareofthepennies

agreen6 wrote: »

... Anything we can do about it?

Thanks!

Yes. Buyer beware.
And read what you sign.

bris

agreen6 wrote: »

Anything we can do about it?
Thanks!

Read what we sign.

mattyprice4004

I have to agree with the above. The CS seem to have a sense of humour, too

agreen6

I know I signed it and should've looked closer (I'm always so careful, it's my first ever slip!) but it's frustrating to throw 160GBP away because of this, was hoping that, similar to PPI, there could be a way to put pressure on them to be a lot more open and honest about selling these add-ons.

I actually called them the day after I rented it (day 2 of 5) but their offices were closed for the Christmas break.

Takecareofthepennies

Sorry if my above post sounded a bit harsh, but that's what it boils down to.


The charges are clearly spelt out in the hire contract. Once you sign that, I guess there is little you can do. As the rental agent will hardly own up to having slipped this one past you quietly, it's your word against his. Hence a written contract.


Of course the rental agent will care more about his additional commission than about whether you return in future.

powerful_Rogue

agreen6 wrote: »

I know I signed it and should've looked closer (I'm always so careful, it's my first ever slip!) but it's frustrating to throw 160GBP away because of this, was hoping that, similar to PPI, there could be a way to put pressure on them to be a lot more open and honest about selling these add-ons.

I actually called them the day after I rented it (day 2 of 5) but their offices were closed for the Christmas break.

Slightly different to PPI. I know when I applied for a loan back in 2002 I was told it had been partially approved, however to be fully accepted I had to accept their PPI.

In this case, had you read the contract, you would have seen the extra charges, queried them and had them removed.

Money-Saving-King

agreen6 wrote: »

Calling customer services for a refund (which didn’t happen), I suggested the staff needed re-training to stop trying to sneak through optional insurances, they told me it was me who needed re-training and if I wanted to be the ‘consumer champion’ I should do so.

Calling and saying the staff need re-training is the worst thing you can say. At the end of the day you were relying on good will here. Whenever trying to get a refund surely wouldn't be best to try being nice to the person you're asking for a refund? Rather than coming out with the patronizing 'your staff need re-training' which'll have absolutely nothing to do with the person you're talking to anyway.

I'm not that surprised you got the response you ended up getting.

agreen6

Money-Saving-King wrote: »

Calling and saying the staff need re-training is the worst thing you can say. At the end of the day you were relying on good will here. Whenever trying to get a refund surely wouldn't be best to try being nice to the person you're asking for a refund? Rather than coming out with the patronizing 'your staff need re-training' which'll have absolutely nothing to do with the person you're talking to anyway.

I'm not that surprised you got the response you ended up getting.

You're completely right, I use that approach a lot and did in this instance too. I was as friendly as I could be and explained what had happened in the right way, but was getting absolutely nowhere. This was at the end of the conversation when I was being told I would not be getting any type of refund, I asked if they'd consider re-training their staff at the airport so that this type of thing doesn't happen to other people. Completely agree about coming in nice to them and making yourself likable, and the way I spoke wasn't patronising at all (the way I wrote it above may have made it sound like that, so I understand your response).

Hintza

Of course the worst way to hire a car is just turn up at the airport. Best booking in advance first either direct or even better through an agent. I think we always use Auto Europe or similar. (But you probably know all that anyway)

ejoty95

I had a virtually identical experience to agreen6, probably even on the same day, and am currently fighting the supplier. Fortunately I have some evidence to support my case, but two identical experiences obviously carry much more weight than just one.

I have tried to contact agreen6 by PM a couple of days ago to suggest mutual support, but no reply so far, and I do not know if the message has been or will be received.

Does anybody know of any way in which I could make direct contact with agreen6 ?