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Hertz - International

Hertz • International rentals • What's mid-size? • Late returns • Disputed charges • Abrupt repossession

Randy of Dallas (1/3/04):
I reserved a car with Hertz for pick-up on December 25, 2003 and a return on January 1, 2004 at the airport in San Pedro Sula, Honduras. After receiving my reservation confirmation I also called Hertz to verify that the offices would be open there on Christmas Day and I was told the yes they would definitely be open and they would not have allowed a car reservation for that day if the office would be closed.

I arrived at the San Pedro Sula, Honduras airport on December 25th on American Airlines from Miami. I went to the Hertz counter to pick up my car, however the Hertz counter was closed. I asked around and was told they were closed. I waited at the airport by the Hertz counter for another hour or so, then went to the American Airlines office to see if they could help. They checked at the Hertz counter and confirmed they were closed that day but provided me two Hertz emergency numbers they saw on a small sign in the floor of the Hertz office. I called the emergency numbers numerous times with no answer.

I was forced to get a taxi into town and stay at a hotel that evening to wait until the next day for the car rental from Hertz, rather than traveling to my final destination. The next morning I called the Hertz office at the San Pedro Sula airport numerous times before an employee answered. I inquired as to why there was no one in the office on Dec 25th when I had my reservation. He said he took the day off.

I provided him with my reservation information and he said they had no car available for me. Hertz never provided me with a rental car. I called the Hertz international reservation offices in the US on the 25th to see what happened. I spoke with a supervisor named Omar. Omar was rather rude and offered me no assistance. I have been very surprised at the poor customer service and lack of management controls at Hertz that would result in this type of incident.

Due to errors by Hertz I not only lost two days of a short vacation, but also spent money on a hotel, food, and phone calls that I would not have spent had Hertz provided me with the car I had reserved.

Pieter of Sunnyvale CA (7/28/03):
My wife reserved a car rental through the AAA Travel Agency with Hertz Corporation. The rental took place at the Amsterdam Schiphol airport in the Netherlands, from June 9 to June 30. Our reservation form indicates total charges of $1096 U.S. dollars, with no insurance requested. Upon check-in in Amsterdam, I verbally declined all additional insurance charges, including damage waiver, personal accident insurance, and theft protection. I watched as the Hertz lady checked those items off as "declined" on the rental contract, which I signed.

Imagine my shock when the Visa bill arrived recently, with a charge of $2844.24! The Hertz corporation's explanation is that the extra insurance was the default for my Hertz Gold card member profile, so their computerized, "amended rental agreement" shows the extra insurance as accepted. Naturally, this agreement does not have my signature or initials anywhere on it.

No way did I ever accept the extra insurance! Unfortunately, I no longer have a copy of my signed rental contract, only the AAA reservation form. Hertz seems unable or unwilling to produce a copy of the original, signed contract. They claim it doesn't matter, since the use of the Gold membership constitutes a contract, as well (trumping even the signed rental agreement?). I find the arrogance of their claim outrageous. Hertz amended the rental agreement without my knowledge or permission, despite my explicitly declining the extra insurance coverage.

Incidentally, the computer at the Hertz check-in was down when I arrived, so they could not have produced the "amended return" until after my check-in. I have sent e-mails and have had phone conversations with the Hertz representative Jeanne Hathcock, notified the AAA travel agent of the problem, and disputed my VISA bill. Is there any hope here?

The consequences are an extra $1748.24 charge for something I had specifically declined, namely unneccesary insurance.

Ann of Southend on Sea, Essex, UK (6/10/03):
I booked on line, a 7 seater people carrier to be collected at Rome Ciampino Airport on 27 May 2003. I paid �192.00 in advance. I made this reservation a month in advance of travel. Our flight to Rome arrived on time. When I went to the Hertz desk in Rome, they had our name on the list but no vehicle.

The manager simply said that there was no a vehicle for us, I asked for an alternative, he said that he had nothing, he simply shrugged his shoulders and dismissed us and said try elsewhere. Needless to say, this was not easy, I needed a vehicle for 6 persons. I was successful in acquiring a vehicle from Maggiore, they had a vehicle but it was a great deal more expensive, it was also damaged and filthy dirty.

It was fortunate that I was in a position to pay another 500 euro in order to get a vehicle, the vehicle was larger than I needed.

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