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Posted by Pandaman on 11/11/2009
Having rented from Hertz regularly for six years and being a gold member, my most recent AND FINAL rental with this company concluded with me returning a fully fuelled vehicle to them and being given a ticket confirming the fuel status.

Hertz then proceeded to debit my credit card a tankfull of fuel because the FPO option was selected on the rental agreement. SO REGARDLESS OF THE FUEL STATUS OF THE RETURNED VEHICLE THEY CHARGE FOR ANOTHER TANK FULL !!! BEWARE !!!
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Posted by trp2hevn on 2009-11-11:
Is FPO the same as prepaid fuel option? If so, then why did you return it full when you agreed to prepay and should have returned it empty?
Posted by Anonymous on 2009-11-11:
You signed the agreement!
Posted by MaggieMcT on 2009-11-11:
They followed the agreement you signed, is that surprising?
Posted by redmx3racer on 2009-11-11:
The fuel charge would be on the intial rental agreement. I doubt Hertz added on the PRE-purchase fuel after the rental was returned. Maybe-if you are a goldmember (hehe)-the option to take the fuel is part of your master profile-and since as a goldmember you would not have to sign a rental agreement you may have not been aware.
I'd contact Hertz directly and speak to them about the issue and see if you can get a refund. Sounds like a misunderstanding to me.
Posted by Slimjim on 2009-11-11:
The FPO product is an add-on to your rental purchase, supplying a discount flat price for total gas in lieu of charging a higher per gallon rate for whatever amount of gas they would need to restore the tank to full once it's returned. It is not sold no intended to be an "if Needed" or "only if it benefits the renter" service. You can't cancel it after you return the car simply becuase you found the time or good price to fill it up yourself anyway.
The value to a renter adding FPO is the game of trying to return the car as empty as possible, pushing it in being preferred. It really made no sense to fill your rental yourself.
Posted by Anonymous on 2009-11-11:
You signed the agreement to the charge. Then you decided to fill up the car on top of that.
Posted by Anonymous on 2009-11-11:
I'm a Club Gold member so I'm familiar with the program. To expedite the process they store your ID and preferences: ie fuel, coverage, car size/type, accessories, etc.
Did you check your stored preferences?
You may have a legitimate grievance if your preferences don't indicated pre paid fuel.
Posted by fiddlindave on 2011-08-11:
I'm 72 and have trouble with small print. I recently rented from Hertz at Seatac airport. I told the clerk I would fill the tank before I brought the car back. She said "They are charging 3.89 per gal out there. We have a plan where you only pay 3.33 per gallon." She DID NOT say it was the FPO plan where they charge you for a full tank regardless. I relied on what she said and told her that was I slam dunk. I'll go for the 3.33. I only only used about four gallons in the four days and wound up paying about 15 dollars a gallon. Yes I signed the contract, but the clerk should have said what the plan was, and I obviously would not have opted for that.. Caveat Emptor, Buyer Beware. I'll go back to enterprise.
Posted by jay on 2013-08-26:
Hertz, first time renting, last time as well. Sounds like a terrible experience for my wife. DO NOT RENT FROM HERTZ!!!!!
Posted by Kass Negash on 2013-12-06:
Rental Record#544915210

Dear customer Service Manager:

Last week I got a call from your office about the above referenced rental car. I called back spoke to one of your agent. Since then I was waiting a respond on your finding.

On Dec. 29, I rented a car for two days from Washington National Airport to be returned on Dec. 1, 2013 at 3PM at Union Station in Washington D.C. I returned the car at 11:06 AM FOUR hours before my return time.

When I arrive at the Union Station there was one red car before me for return. The lady before me on the line was waiting for the agent and I did the same standing behind the first car. Your agent sow as and was on personal/business phone call. After several minutes I walked to the agent and the agent came out off the boat and check my car for mileage and gas. When I returned the car the mileage on the car as marked by your agent is 1366 and the gas was full. (I have the paper with me).

Now I need explanation from Hertz

1. why I got a disturbing call and

2. Why you respond to my phone request?.

Hertz should have make customer service email address. Shame on Hertz.

Till to day I didn't hear from you. Please take time and tell me your findings. Thanks.


Sincerely, Kass Negash
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Bogus Fuel Charge
Posted by Louloubelle on 01/23/2009
How can a company bill my credit card for bogus charges and think they are going to get away with it?. Dropped off our rental at FLL airport and got our bill in the mail with $83 extra charged. I called the service number and was told it was a fuel and service charge. I told the lady I had filled the car up before returning it. She then asked how far away I was when I filled it up. I told her it was 1 1/2 miles from the airport and I could show her my credit card bill if she didn't believe me. She then said she would credit the amount back to my card. How do they get away with this?.

Let's say for arguments sake the car was empty even at $4 a gallon it still isn't $83. What a scam. I will never use Hertz again.
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Posted by leopard on 2009-01-28:
First of all, a fuel and service charge isn't the same thing as gas prices listed at the pump. The "service" part is the car rental company actually having to take time to go and fill that car up, which can usually take 30 min or more, depending on traffic and logistics. Not all rental co's. have their own onsite pumps. Second of all, hertz isn't the only rental company that has this policy, so if you rent from say enterprise or thrifty, and don't replace the gas, you'll get a f&s charge from them as well. And thirdly, I don't think we're getting the whole story here. I think the OP has left part of the story out. I think she maybe refilled the car the day before, and drove around for a day before returning the car, or something to the like.
Posted by BokiBean on 2009-01-28:
Actually, Hertz made a big deal of moving to a "consumer friendly" refueling policy in June of 2008. To me, that basically acknowledges that they knew they were giving customers the high hard one.

Maybe it had something to do with Maryland's Attorney General threatening to take legal action. Either way, after about 6 months (this past December), they very quietly went back to the old policy and now their customers are probably going to have to be vocal about it again before anyone notices.
Posted by Dunn Thatt on 2009-02-21:
I'm not sure how far the Maryland State AG could have gotten with legal action, as past
court cases have been in favor of car rental
companies, on the grounds that since the renters
signed these contracts, they were well aware of
what they had agreed to as far as charges. Secondly, the rental companies could appeal on
interstate commerce grounds, i.e. because many
vehicles are rented in one state and dropped off
in another, it would be the federal government,
not the states, that would have the power to enforce refueling charges. That said, I cannot
see the feds adopting a "one size fits all" policy when it comes to car rental charges.
Posted by BokiBean on 2009-02-21:
I get what you're saying, but while Maryland was reaching an agreement with Hertz about refueling policies:

According to The News Journal, Maryland's action drew attention in neighboring Delaware, whose Attorney General Beau Biden said: "This kind of price gouging will not be tolerated."


At that same time, apparently Hertz was worried enough to enact a nationwide (and Canadian) refueling practice that was much more consumer friendly.

They've since gone back to gouging people, maybe based on the rationale that you described above, I dunno. But I'll bet they're not gouging folks in Maryland.

Good post, thanks for the input!
Posted by Jonathan on 2012-03-12:
I had exactly the same problem with Hertz when travelling in South Africa this month. I filled up my rental car outside the airport, the guage read above full, I drove into the Hertz lot and got a charge for fuel. The statement from Hertz was that they charge for fuel regardless of the fuel gauge reading. Avoid using Hertz under all circumstances.
Posted by Dustin on 2012-08-15:
7/5/2012-7/11/2012 Rented a Volvo from Hertz for vacation in California. On the last day of vacation stayed at LAX, were I rented the car, filled it up at 8am on 7/11/2012 returned the care the attendent marked full gage as full. 8/12/2012 received a charge of 122.00 on credit card. Receved a letter days later explaining although when returned the fule gage read full it took an additional 12.69 gallons to fill. Full of crap.
Posted by Cree on 2013-08-14:
I had the same problem with a rental in my neighborhood in NYC. The place I filled the car up was exactly 1 mile from where I dropped it off and I turned it in immediately after filling up. I told the car attendant when I returned it that it was full. Still there's a charge for $25.36. Most annoying--you have to call back during bus. hours. So I lose working hours correcting this which costs me even more.

I don't know anything about legal actions. What I do know is that Hertz is always the most expensive, always has the most miles on their cars and their No.1 Gold service has never worked for me, despite 3 calls to customer service.

Hertz consistently chooses their own financial interests over customer needs so I wouldn't be surprised if their gouging you. You can't call yourself an informed traveler if you use Hertz.
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VERY Poor Business Practices
Posted by on 07/21/2006
TOLEDO, OHIO -- On June 2, 2006 I was set up with a rental car from Hertz after a car accident. Due to lengthy repairs to my own car, the shop responsible for the repairs to my car agreed to cover whatever costs exceeded my rental coverage limits. The body shop notified Hertz of this, as did I.

I returned the car on June 30, 2006.

Upon viewing my bank statement online the following week, I noticed there were "authorizations" to my card (a debit card from my primary banking account with a Mastercard logo). I called the local office I rented the car through on July 6, and was assured that this was just because it was a debit card, and that the money would not actually be withdrawn.

To my surprise, I found out on July 8 that my card was charged $173.63. On July 10 I called to inquire about these charges. I was told it would be looked into, and someone would get back to me.

It is now July 21, and I have spent 2 weeks making phone calls to this same location. I'm always told someone will check into it and get back to me, and my phone calls are NEVER returned.

When I visit this location in person to inquire about my refund, I'm always greeted by 2 agents, sitting at their desks, not looking so terribly busy that they couldn't look into this issue (or, at the least, return my phone calls in the manner promised).

During my numerous phone calls and visits, I've been told different stories by different people. At first, it will take a week or so for the money to be returned to my account. A few days later, the estimation turned into 1-2 weeks. During my last visit, I was told it's usually 2-3 weeks before I see the credit back to my account.

I've asked why this transaction takes so long, and I was told because I used a debit card, and it's cash we're dealing with, not credit. Since when does CASH take longer to "clear?"

I keep being told that it's a problem with my bank and the type of card I used, but this makes absolutely no sense to me. Anytime I've returned something purchased on this card, the transaction is posted to my account, and funds are available, within days. The problem is not with my bank or my card, it is with HERTZ.

I should have NEVER been charged, and now I've wasted time and energy fighting to get my money back. I've encountered overdrawn fees with my bank for money I was assured WOULD NOT LEAVE MY ACCOUNT.

Perhaps $173 doesn't seem like a lot to Hertz, but it is to me.

Not only did they collect money for this car rental from 2 different sources, but their follow up and attention to resolving the matter has left much to be desired. Both are unacceptable business practices in my opinion. It has been made very apparent to me that my money, and my business, is of little significance to Hertz.

It is now July 21, and to date, my money has not been returned to my account.
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Goodbye Hertz. Thanks for the pain!
Posted by Absharpe on 04/10/2006
SEATTLE -- I used to love Hertz back when I traveled a lot (1992-2000), so when the opportunity to travel came up, I chose Hertz in spite of their higher prices. I did this because I personally value customer service and don't mind paying a premium for it.

Big mistake.

First, when I arrived at the customer service counter in the Seattle Tacoma airport, it was understaffed. When it was my turn, I walked up to the counter, but was cut off by a customer who came back after returning a car. The agent completely ignored me, until I asked him if I was in the right line.

Then they did not have the vehicle that I reserved (Toyota 4-Runner or GMC Envoy). In stead, they provided me with a Nissan Xterra, a real POS in my opinion. The vehicle was also kind of dirty inside.

A few days after I returned home from my vacation, I discovered that my business checking account was overdrawn. When I investigated further, I found out that my week long rental from Hertz was charged to it. I took a double take and realized that I must have used the wrong card when I picked up the vehicle, as I had intended to use my CitiBank MasterCard. (The two cards look similar).

No problem, I say to myself, I will just call Hertz and they will take care of me. Wrong. On Friday, I called the 1-800 number from the website and asked the customer service rep. if she would charge the rental to my MasterCard and refund the charges to my business debit card. Her immediate response: "we don't do that." I was actually a little shocked at her indifference. After pleading my case to her, I asked for a supervisor. After a lengthy hold time, I spoke to Maria Guess in Oklahoma. She was equally indifferent and added that it would cost Hertz $40 to refund one card and charge another, and that they would not do it unless it was their error. Huh?! I have had a merchant processing account and I worked for both a credit card company and a card processing company and no way are there processing fees like that. In fact, a charge back costs less than that. I continued to plead my case and she finally said that I would have to submit a request for her manager, in writing, with my signature authorizing a charge to my credit card. The call ended with her giving me a fax number.

The next day, I faxed a letter with the rental record number, both card numbers and my request. Of course, the fax number that Maria Guess gave me was wrong, so first I had to call to get the correct one. On Monday, I called to see if they had received the fax. I asked for Maria Guess, but apparently, her highness has her calls screened. The rep. put me on hold and came back a couple of minutes later and said that she had emailed Maria, but that she did remember this issue. I asked her to refer to the fax that I sent in on Saturday. She put me on hold again, then came back on and said that Maria was discussing it with the manager right now. A couple of minutes later and I was informed that Hertz would not be charging my credit card as I had requested. The end.

To summarize this experience:

- Higher price ($522 for 7.5 days)
- Poor counter service
- Bait-and-switch the vehicle model
- Dirty Vehicle
- Poor back-end customer service
- A $35 overdraft charge

Rest assured that Hertz has lost my future business. Their service is poor and I will not reward bad service with my good money.

UPDATE 041306: After all of this negative customer service, I just found out that Hertz did perform the transaction that I requested. I'm really confused though, because they did insist that they would not do it when I spoke to them on 4/10. Perhaps it is because I told the CSR that I would no longer do business with Hertz. I guess I have to retract that statement, but I still think that Hertz has a long way to go to redeeming their one excellent customer service. I will proceed cautiously in the future.
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Posted by Timboss on 2006-04-11:
I haven't seen a rental company yet that doesn't say by their vehicles "or similar model, such as,...". Hertz's service does sound kind of poor for sure.
Posted by Anonymous on 2006-04-11:
It seems like Hertz has gone down hill in the service department like a lot of rental car companies and every other kind of company. I don’t know why these companies pay so much money, loose costumers and give them self’s a bad name. Just trying to get out of what would be very simple things in the first place.
Posted by Sparticus on 2006-04-11:
I joined the "Hertz Club" a few years back. Thought it would be nice to have quick service when renting. I either had the worst luck or their service just sucks. My first attempt to use my new "Club" membership resulted in me waiting in line and then spending 30 minutes while they completed my account setup (Club members are suppose to be dropped off at their cars by the bus and not even have to go inside to sign anything!) That was fine, I figured it was my first rental after becoming a Club member, no big deal. My next rental, the car they dropped me off to pick up was not there. I had to go inside, wait in line and then go through the song and dance of proving I didn't have the car before they gave me another. The THIRD and LAST time I used my "Club" membership, their systems messed up my reservation and they did not have a car ready for me, so again I had to go inside, get in line and go through the same process again! I paid around $50 for the "Club" membership. Total waste of time and money.
Posted by Brenda Leah on 2006-04-11:
It's your own fault about the overdraft. Maybe you should mark one card with a colored dot so you don't get them mixed up again. If the car was dirty and a POS you should have complained right then and there. It seems like you are bringing that up just because they couldn't do what you wanted them to do. I have never rented a car but if it was dirty and gross I would go right back to the counter and complain!
Posted by leopard on 2007-07-13:
I used to work for Hertz. You cannot reserve a specific model. The Nissan is in fact in the same class as the 4runner and envoy, along with about 5 other models in which you could have been given. what you see in the picture is just an example, and in fact says "or similar" the vehicles are classed by size and seating capacity, so an xterra is the same size an capacity as the other vehicles. as for changing your credit card, once the rental is closed, its charged through finance, and there is no possible way to change credit cards. Hertz also does not take credit card numbers over the phone or by fax because you are not physically present to account for it.(what if your card were stolen, and someone called pretending to be you and wanted to use your card?) catch my drift?
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Refueling Charges
Posted by on 11/02/2002
I rented a car in July from the Hertz agency in Duluth, MN. I filled the car up with gas within ten miles of the airport. I later got a letter from Hertz saying they had charged my credit card $6.71 or refueling charges. After I wrote them telling them I filled the car up before I returned it, I got a letter that stated the following:

After return ever vehicle is brought to our gas pump regardless of whether or not the gas gauge shows "Full." If a vehicle accepts one gallon or less, no correction in charges is made. If a vehicle accepts more than one gallon, the charges are corrected...After return of your rental the car accepted 1.4 gallons." Since the car "accepted" 1.4 gallons I was charged $4.79 a gallon for 1.4 gallons for a total of $6.71. Under their policy you can't rely on the gas gauge. Unless they start putting gas stations in the airport parking lots, I don't know how you will avoid this charge. They had better start issuing one or two gallon gas cans with their car for those who want to pay less than $4.79 for a gallon of gas.

Last time I rent a car from Hertz.
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Posted by Anonymous on 2002-11-13:
Next time fill it up and don't just fill it until the gauge says F.
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Complete Apathy
Posted by Vikaasgupta on 01/27/2014
CLEVELAND, INDIANA -- I had to cancel my reservation with Hertz at Cleveland Airport as I had to modify my travel plans due to extreme weather conditions in the East Coast. Everybody (i.e airlines, hotel, etc.) were very accommodating and credited my account or provided a full refund. Everybody ... except for Hertz where I was charged $100 for a $103.26 rental booking as cancellation fees.

The current weather conditions in the East Coast have disrupted business travel for many. I would have expected Hertz to be considerate and sympathetic to travel woes during these times.
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Returned Car 2 Mins Late and Charged Add'l $46.28!
Posted by Dinaleah on 01/25/2014
SNA (SANTA ANA), CALIFORNIA -- I rented a midsized car from Hertz on 12/27/13 at LAX for a 1 day rental to be returned at SNA the next day for a total of $92.45. We arrived at SNA the next day 32 minutes late due to heavy traffic. I was told (quite rudely) that the grace period was 29 mins, so I was 3 minutes past that time. I assure you, if they wanted to be that particular, I waited at least 3 minutes for someone to check me in. I was charged an add'l $46.28, which I think was totally exorbitant. So a 1 day + 32 min rental cost me $138.73 + gas. I contacted Hertz customer service via email and on 1/7/14 received an automated response that said "We respond to emails in the order in which they are received and will respond to you as quickly as possible". It is now 1/25/14, and I still have heard nothing. This is terrible customer service and I will never rent from Hertz again. I wonder...do they have that many complaints that they haven't reached mine yet???
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Posted by Rgood27351 on 01/21/2014
STOUGHTON, MASSACHUSETTS -- I rented a vehicle in Stoughton MA.
A deer ran in front of me and cracked the radiator. I called in NY'S eve to tell them that the vehicle was not drive able. We had a big snow storm coming in and they didn't have another vehicle for me. I called their tow company and they wouldn't tow it until after the storm. Hertz charged me for 4 extra days...the customer service is rude and not helpful what so ever. There was no heat in the vehicle for awhile..I also told them that but they were out of vehicles. I would never rent a vehicle from them ever again! Go to Enterprise!
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Posted by Sheldonrs on 2014-01-22:
They didn't have another car on New Years Eve and wouldn't send out a tow truck during a big snow storm. Shocking!
On the bright side, at least you're not the deer.
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Hertz car accident - charged 2 additional weeks no one answers
Posted by Mary.ccoeljo on 01/16/2014
PHILADELPHIA, PENNSYLVANIA -- I rented a Nissan Altima from the 30th st. station location on November the 27, 2013 for a three day period to be returned on November the 30. On the 30th, I suffered an accident with a deer rendering the vehicle immobile. Two state troopers assisted me and I immediately called Hertz to report the incident, relaying towing information and the car's location. I was informed that I have supplied all the necessary information. The following day I emailed the instructed .pdf reporting the incident. A few days later I received a phone call from your location and explained the situation, the Hertz employee stated that the information was likely not in the system yet. This is the only time your office has contacted me.

Since that time, I have had numerous automated inquiries from Hertz looking for the vehicle and subsequently, spent hours on the phone attempting to resolve the issue. In the last month, I have called Hertz corporate and the 30th street location dozens of times. Finally I, through Hertz Vehicle Control, resolved the issue of the car being collected.

A few days ago if I received a bill from the 30th street office for over $2,000 with the rental agreement. I am strongly considering legal action, but will certainly be filing with the Consumer Protection Agency as we'll as taking action with the Better Business Bureau.

Has anyone else has this problem? I need help in fighting Hertz
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Expresslane Outrageous Fees From Hertz
Posted by Gc101 on 12/26/2013
I rented a Hertz car and took it on the Expresslanes in California because I was told by Hertz that Hertz would take care of the tolls and bill them to me - then I got a notice from Hertz that they were billing my credit card $30 for tolls, which I thought was ok - but then I got bills from Expresslanes for $115 because Hertz did not pay the tolls!!!
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