Hertz Issues - CDW

morwok

Hi All,

I had a problem recently and wanted a different take on as this as to what other opinions are.

I hired a car for 6 days recently and prepaid from Hertz. Unknown to me at the time my profile Preferences were set to decline:
Collision Damage Waiver
Theft Protection

When I picked up the car the staff said I did not have the correct level of insurance and I must purchase this there before they would let me take the car. I thought at the time this was strange but agreed before they confirmed how much. I was pretty shocked when it came to £33 a day + VAT but agreed anyway as they told me I must buy this.

My problem is and I have complained already via twitter to no success that when getting a quote for the car the only way you can change whether it includes these extras is to go into and change your preferences (and I think the wording of this is key).

I attach two screenshots of quotes showing the difference in price depending on your preferences chosen and it is actually cheaper to get a quote with this! How they can justify charging £33 a day + Vat at the counter is beyond me and the fact you cannot change this whilst choosing a quote seems apparently unfair to me.

What does anyone else think? Thanks.

https://ibb.co/coJ3Fv
https://ibb.co/nCXkTF

ElefantEd

It very clearly says what is and isn't included in the quotes.

However - having gone onto their site - it isn't very obvious how to change what you're getting. However the FAQ does say that you don't need to have CDW at all, just that you are liable for all costs in the event of an accident; but somewhat contradicts this elsewhere where it says CDW is compulsory.

I don't see how you didn't know your preferences are set to decline CDW and Theft protection, presumably you set them at some point - you may have forgotten but that's hardly Hertz fault.

Finally, Hertz seems incredibly expensive! Surely there arecheaper/better options? It's beena while since I hired a car though so maybe not.

morwok

I believe I had this set when I had an AMEX platinum and I used Hertz as I got matched to President’s Club.
Thanks completely agree that it clearly states what is included my problem is:

• You cannot easily change this without going into your profile and changing “preferences” and then getting another quote. Hardly easy to compare options.
• The fact that the quote is cheaper with these included – that cannot be right
  
• Who actually knows what CDW is and that it is required? They should not let you rent without explicitly stating this at quote stage.

AdrianC

morwok wrote: »

• Who actually knows what CDW is and that it is required? They should not let you rent without explicitly stating this at quote stage.

When I look at their website for a quote, it explicitly tells me whether CDW and various other options are included or not - two columnar lists, green tick/included, red cross/not included.

There's a little (?) icon next to "Collision Damage Waiver (Excess applies)". Clicking on that brings up this text:

Collision Damage Waiver is an optional* service which, if accepted, reduces your financial liability for damage to the Hertz vehicle, its parts and accessories, except for theft, attempted theft or vandalism, provided the vehicle is used in accordance with the terms and conditions of the rental agreement.

*CDW may be mandatory and included in some contract or preferential rates. CDW is currently included in all Prestige rates in the UK.

If CDW is declined, you will be responsible for the amount of the deductible – see table below.

Regardless of whether CDW is accepted or included, all rentals are subject to a non-waivable excess for which you are responsible in the event of damage to the Hertz vehicle during the rental – see table below.
<snip long table of car types, "Deductible" (basically, rough list price), "CDW - Non Waivable Excess"(mostly around £1,000-1,500, some as high as £5,000)>

You can further eliminate your excess liability. Please refer to "Super Cover (Excess Waiver)".

If you choose to rely on your credit card, we strongly recommend that you fully understand the terms and conditions of any cover provided by your credit card company before you decline any of our optional services.

Seems clear enough to me.

morwok

Thanks whilst it gives a description I would still stay this is not clear.




optional*


*CDW may be mandatory and included in some contract or preferential rates. CDW is currently included in all Prestige rates in the UK.








Why do they actually charge more to not include this? If it is indeed compulsory the fact they do not let you change this during the quote option is frankly ridiculous?

Aylesbury_Duck

morwok wrote: »

Thanks whilst it gives a description I would still stay this is not clear.

optional*

*CDW may be mandatory and included in some contract or preferential rates. CDW is currently included in all Prestige rates in the UK.
Why do they actually charge more to not include this? If it is indeed compulsory the fact they do not let you change this during the quote option is frankly ridiculous?

The way I read that is that it is compulsory in some contract or preferential rates. Clearly not in your case. Nothing misleading there in my view, I think you've interpreted it incorrectly.

As for charging for for not including it, that will be the work of a pricing algorithm. They sometimes throw up odd results on things like flights, where it can occasionally be cheaper to book a business class seat than an economy on the same flight, or where a first class rail ticket can occasionally be cheaper than a standard ticket. It happens, and price shouldn't be used as a guide to the level of service/cover you are getting.

AdrianC

It may be included in some rates, because whoever negotiated those rates asked for it to be included.
It may be excluded in some rates, because whoever negotiated those rates asked for it not to be included - often because there are other policies in place.

But, as far as the PUBLIC RETAIL RATES go, it's clearly included unless you've set your personal preferences to exclude it (because you may have another policy in place). And, whatever, IT TELLS YOU WHICH IS WHICH.

I'm really not sure how it can be much clearer, tbh.