Hertz Informative - Customer Service So Bad
SAN DIEGO, CALIFORNIA -- I am struggling to get Hertz to reverse an extra charge to my credit card resulting from a car rental while travelling to South Africa.
Back in May, before travelling from the US, I reserved a rental car in South Africa using the www.hertz.com website. I was quoted a rate of $561.71 for a 15 day rental and informed I would be given the option to purchase insurance when I picked up the car. (I will refer to this as contract #1)
When I arrived in South Africa, Hertz had my reservation, but no record of the rate I was quoted nor any record of prior charges made to my credit card. Instead they were offering me a substantially higher walk-up rate. (contract #2)
When I grumbled that this was not what I had been expecting, the woman at the counter tore up that contract (#2) and came up with a better rate. The new rate was higher than my original rate (SAR283/day), but it now included basic insurance coverage. It had the option to upgrade to complete coverage for an additional amount. (contract #3) I accepted this third contract, agreeing to the basic coverage and declining full coverage. Both I and Hertz have this contract #3 in writing showing my initials.
When I returned the car two weeks later, my bill came to SAR4270 which was later revised to SAR4444.99 ($699.97 after currency conversion back to USD). This was charged to my credit card and was as I had expected. I have the invoice clearly showing the SAR4270 amount calculated according to the rates of contract #3.
Much to my dismay, when I got my credit card bill, I had two charges - one for $561.71 based on contract #1 which had not been honored and the expected one for $699.97 based on contract #3.
I complained to Hertz and they offered me a $513 credit - less than the $561.71 which I was owed. After two months though, the credit had not been recieved. I complained again and my account was credited $513. However, two days later, they retracted that credit and instead only credited me $277.
When I objected to this, they sent an explanation that showed me being inexplicably charged for an extra days rental + adding full coverage on top of the original $561.71 quote from contract #1 that I had recieved on the web. Contract #3 that I had signed was ignored. Yet this first contract had not been honored when I arrived in South Africa and I never signed anything regarding it. Included with the explanation from Hertz, as strange justification, was the paperwork for contract #3 showing my initials for the SAR283/day rate including basic insurance coverage that resulted in the $699.97 charge. My initials clearly show me accepting the basic coverage included in the daily rate only. In addition, they provide a final invoice for SAR4444.99 which translates to $699.97.
This is crazy. I signed a contract (#3) with Hertz when I picked up the car, which they now acknowledge by sending me a copy. When I returned the car, they charged me according to this contract. Yet now they choose to disregard the signed contract to charge me substantially more by going back to contract #1 which they would not honor at the time and adding charges which I did not agree to. This has to be an illegal practice. The contract I signed (#3) should be applied - especially as it was the contract they used when I returned the car. And on top of that, all the paperwork they are providing me supports my argument, not theirs.
UPDATE: Today I have tried on numerous occasions to contact Hertz regarding this issue. They have not returned my calls nor my emails. When I have tried to get this assigned to a different customer service representative, I am told that is not possible. I have been using Hertz for 20 years - but never ever again. This is one nasty company.
UPDATE: At this point Hertz won't discuss this matter with me any further. The customer support department simply put me through to the woman that was handling this case and all I get is her voicemail - which she does not return. I cannot believe how bad this customer service is - and the people are so rude.
UPDATE: After sending a letter over the top of customer relations, they have promptly decided to settle this properly. Thank you Hertz