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Hertz

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

Like runner-up Avis, Hertz is a household name but that doesn't mean travelers can expect the same consumer protections overseas that they've grown accustomed to here. Take collision damage waivers -- in the U.S., you can decline the optional insurance and not worry about it. But in Amsterdam, France, Italy and elsewhere, it can be una storia differente.

Here are a few of the more recent complaints:

Edward of Mt. Prospect IL (02/13/08)
We had rented a car from Hertz at Tampa airport to return to Orlando -- were advised to return to Orlando Airport. Had previously rented weekly from Hertz for several years as business customer -- boy are things different for average consumer. Returned car to general car rental return at Orlando International Airport, because we could not find the off site Hertz return. We placed several calls to Hertz national office and Hertz Orlando office, and left several urgent messages asking for directions. Nearly missed our flight. Hertz has never returned the calls asking for direction, nor have they returned the MANY messages left. We spoke to Michael at Hertz orlando office, who assured us he would notify us if they could not check the car in, finally, as we were going through airport security on January 29. As of February 6, I started getting calls saying the car had not been returned, and tried to call the Orlando Hertz office to check on the status. On several occassions, the CSR hung up on me, often without even speaking (just picked up the phone and slammed it down). They refused to give me the contract information, or even check into the car. Georgy simply said we don't deal with attitude and hung up before I could explain the situation. Michael recommended we report the car stolen but refused to give me the license number, phone number for Orland Police, or the contract information. On several calls, the Orlando office did not answer, and I was re-rerouted to Emergency Roadside Assistance. They took the information each time, and said they would follow up, but only one woman actually called back to say the car had in fact been collected on January 29 as requested. However, until February 12, I continued to receive several automated calls a day, and Hertz only today (Feb 13) checked in the car that was returned on January 29.

Susan of Portola, CA February 6, 2008

Susan of Portola CA (02/06/08)
On July 10, 2007 my credit card was charged 809.62 for a rental car that originated in Reno Nevada and traveled to Susanville California. I contacted Hertz by phone on 12/27/2007 and was told that all billing issues are handled by emailing Hertz which I did on 12/28/2007 and again on 01/23/2008. I requested a copy of the rental agreement (specifically to see the signature of the party that rented the car) along with the driver's license number used when renting this car. To date I have never received a reply to my emails. I have never rented a car from Hertz and have never even been to Susanville.

I was erroneously charged 809.62 for a service I did not receive at a time when our finances were not exactly fluid.

Bruce of Ridgecrest, CA January 18, 2008

Bruce of Ridgecrest CA (01/18/08)
I rented car in Palmdale, CA at 10:42am and they charged my card 100.00 . I returned the car at 3:10pm and was told that there would be no charge to my card. It is now Friday evening and the charges are still pending on my card, money I can't use for the pending release by Hertz . My card says that they have had no contact from Hertz.

Now here I sit waiting for it to clear so I can pay back my date the money that I was going to pay for dinner and a fun evening, my first date in years and Hertz ruined it.

Scott of Las Vegas, NV December 11, 2007

Scott of Las Vegas NV (12/11/07)
I noticed in my Hertz #1 Reward account that they did not have the proper level of service. I am supposed to be Presidents Circle and have a card from Hertz to prove it. I called to inform them that it was wrong on the website and they told me that the Reward Card expiration date meant nothing and that as of Dec 31 my status would be reviewed. They stated I had only rented 12 times this year. I told them that is because I rent monthly, and so I had rented all year round and at sometimes had as many as 3 cars in different areas all rented by me. They told me there is nothing they could do, and I had to call the Gold Desk. I asked to speak with a supervisor, and they told me the same thing. I asked them if they could have the Gold Desk call me, and they stated no, I had to call myself.

I have not been getting the appropriate upgrades for a full year and being overcharged for services.

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