Hertz USA Keeps My Money (Hertz Rent-A-Car)

Member Name: travel writer

Product:	Hertz Rent-A-Car
Date:	22/12/01 (473 review reads)
Rating:

Advantages: Ford Mustang rental

Disadvantages: Refusal to rectify overcharging

I reserved a Category D (Sports Car) from Hertz USA through a UK travel agent, hoping to pick up a Ford Mustang hardtop from the Hertz branch at Newark International Airport, New Jersey. No hardtop was among the rental cars when I arrived on September 29 this year, but the desk clerk did find a Mustang convertible listed as available on his computer screen. "Would you like that?", he asked, without any reference to additional charges. "Yes", I said, and was given the keys.

I drove off and returned the car to Hertz at Newark about two weeks later. I had opted to buy a full tank of gas, for which I paid by credit card, and so brought the car back with an almost empty tank.

I was only when I was in the airport's departure lounge waiting to board my flight back to the UK that I looked at my Hertz documentation and realised that my credit card had been charged for what I assumed was a free upgrade. I telephoned the Hertz branch from the departure lounge, and was asked to return to the Hertz counter. Unfortunately, time did not allow for this and so I decided to wait until getting home before sorting out the overcharging.

My travel agent contacted Hertz in mid-October and I, too, have written to Hertz Customer Relations (in Ireland) but so far to no avail. The matter, I am told via my travel agent, is still being looked into.

Meanwhile, Hertz still has my money and I am still paying interest on my increased credit card debt.

What Happened Next:

In early January, after another letter from me, Hertz Customer Relations in Ireland finally deigned to reply to my complaint.

In a letter that contained a simple address but no telephone or fax number I was informed that I had signed for the upgrade and that was that - no money would be repaid. I could write again but why bother?

The con artist at Hertz in Newark Airport has got away with his pathetic little scam (probably for th
e umteenth time)and earned a little bit of extra money. And Hertz the company has backed their employee's effort to maximise profit. What an outfit! They squeeze about an extra £100 out of me but lose all of my potential annual business from now on. I'll go back to using Alamo, who now have a sizable computer record of my car-renting activity in the US and treat me accordingly - no pressure to upgrade, take out extra insurance or bring the car back empty.

I've heard of other troubles that people have had with Hertz USA. My brother flies to San Francisco on business several times a year and always has a dispute with Hertz, which his American company uses to supply rental cars to employees.

So why invite aggravation. Forget Hertz and rent an Alamo car. You'll be treated with more respect.

Summary: