- Report: #2721
Complaint Review: Hertz Rent A Car - NYC New York
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Hertz Rent A Car
NYC, New York, U.S.A.
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Hertz Rent A Car rip-off
*Consumer Comment: Not Only Do They Rip-Off Customers, But Employees Too!
*Consumer Comment: Not Only Do They Rip-Off Customers, But Employees Too!
*Consumer Comment: Not Only Do They Rip-Off Customers, But Employees Too!
*Consumer Comment: Not Only Do They Rip-Off Customers, But Employees Too!
*Consumer Comment: Hertz business practices
This incident happened several months ago. It has really bothered me since then and I thought perhaps I should pursue it. It's a service "glitch" that is particular to New York City residents and as well as their online reservation site.
I needed to reserve a car to drive to a client meeting in New Jersey. I decided to reserve it online. After going through the various sites, I selected Hertz on the basis that it had an economical price and a convenient location for pick-up. When making my online reservation, I had to give my name, address, credit card, etc. Fairly detailed information. I printed out my confirmation.
When I arrived at the Manhattan Hertz site the next day, I handed them my reservation information. Their computers were down, so they took my credit card info, license etc. manually. A slow process. When I returned later in the day, I was surprised to find I was being presented with a bill that was nearly twice what I had expected. When I questioned it, they said in addition to being given an incorrect rate via the website (they refused to honor the rate I had in my printed confirmation), residents outside of Manhattan had to pay a surcharge ( a hefty one!) -- something that was not mentioned when I made my reservation online. When I asked why, they said it was because crime was higher in boroughs outside of Manhattan. When I pointed out that the car had never set foot (or tire, more appropriate) in Brooklyn, where I live, but had been driven to NJ, they said it didn't matter. When I asked to speak to a manager, I was told none was available and I could call customer service. They also said that these problems "happen all the time" with the online reservations.
First, let me state, that I live in Brooklyn Heights, one of the most desirable neighborhoods in ALL of NYC, not just Brooklyn. My zip code could tell them that. Regardless, this smacks of "red-lining", something I thought was illegal.
Secondly, I am an Internet business strategy consultant and deal with a wide variety of e-commerce-related sites. I consider myself fairly savvy in the importance of how one transacts business online. I do not consider it unreasonable to be given accurate service quotes via the Net, especially when I am asked to give highly specific personal information.
I do not expect any monetary reimbursement. I submitted the bill to my client and they paid it. But not everyone is in this situation. When one gets a confirmed reservation, one does not expect "surprises" that add nearly 100% to the expected bill. The word "fraud" comes to mind.
I was just curious if Hertz might have a response regarding the inadequacies of their online system and their business practices in New York City. I have not rented another car though them since then, and doubt I will again.
I needed to reserve a car to drive to a client meeting in New Jersey. I decided to reserve it online. After going through the various sites, I selected Hertz on the basis that it had an economical price and a convenient location for pick-up. When making my online reservation, I had to give my name, address, credit card, etc. Fairly detailed information. I printed out my confirmation.
When I arrived at the Manhattan Hertz site the next day, I handed them my reservation information. Their computers were down, so they took my credit card info, license etc. manually. A slow process. When I returned later in the day, I was surprised to find I was being presented with a bill that was nearly twice what I had expected. When I questioned it, they said in addition to being given an incorrect rate via the website (they refused to honor the rate I had in my printed confirmation), residents outside of Manhattan had to pay a surcharge ( a hefty one!) -- something that was not mentioned when I made my reservation online. When I asked why, they said it was because crime was higher in boroughs outside of Manhattan. When I pointed out that the car had never set foot (or tire, more appropriate) in Brooklyn, where I live, but had been driven to NJ, they said it didn't matter. When I asked to speak to a manager, I was told none was available and I could call customer service. They also said that these problems "happen all the time" with the online reservations.
First, let me state, that I live in Brooklyn Heights, one of the most desirable neighborhoods in ALL of NYC, not just Brooklyn. My zip code could tell them that. Regardless, this smacks of "red-lining", something I thought was illegal.
Secondly, I am an Internet business strategy consultant and deal with a wide variety of e-commerce-related sites. I consider myself fairly savvy in the importance of how one transacts business online. I do not consider it unreasonable to be given accurate service quotes via the Net, especially when I am asked to give highly specific personal information.
I do not expect any monetary reimbursement. I submitted the bill to my client and they paid it. But not everyone is in this situation. When one gets a confirmed reservation, one does not expect "surprises" that add nearly 100% to the expected bill. The word "fraud" comes to mind.
I was just curious if Hertz might have a response regarding the inadequacies of their online system and their business practices in New York City. I have not rented another car though them since then, and doubt I will again.
5 Updates & Rebuttals
Steve
Mesa,Arizona,
USA
Hertz business practices
#2Consumer Comment
Sat, October 29, 2011
I was going to rent a car from them and their CSR wanted to force me into an insurance contract saying that the system would not allow him to take the additional $ 10,- per day for partial insurance off. This was after he had entered my credit card information and after he had put a charge of $ 385,- onto my card. I did not sign the agreement and told him that I would get a car from a competitor. I went to Avis and their agreement explicitly said: "Renters are not required to purchase loss damage waiver (LDW). It is not mandatory. Before purchasing LDW, Renter should check if own insurance covers damage to and loss of the car"
The next day I saw the charge on my credit card and went back to Hertz to ask the guy how he could charge my card without any agreement. His answer was that Hertz always does it like that, charging the credit card before the customer has a chance to see the agreement and to sign it. He told me "You have to make that out with your credit card company..."
I never signed any agreement and never authorized Hertz to charge my credit card. Their employee did not even tell me "I am going to charge your card in the amount of $ xxxx ." I was not even aware of the amount of $ 385,- before I saw the charge when I went online into my credit card account. I did not get a credit card slip either. What kind of company is that - I always believed that this was a company with a certain reputation ????
Kimberlee
Houston,Texas,
Not Only Do They Rip-Off Customers, But Employees Too!
#3Consumer Comment
Fri, July 26, 2002
I can understand you complaint. As a former Branch Manager with Hertz Local Edition in Houston, Texas, we were encouraged through training andd evaluations to push optional services to the absolute extreme. In fact, if your optional services percentage on rental sales didn't meet their percentage criteria, you were fired.
There were many times when customers would come into my store with internet confirmations for prices and surcharges that were not in effect for my location. I would honor them and it resulted in my store's average daily rate being lower than acceptable. Hertz is not only deceptive with customers but with employees as well.
What they expect from their employees changes on a daily basis. And they're well known for abusing employees as well. I ought to know, after everthing I gave to that company they laid me and fifteen other managers off so they wouldn't have to give us a yearly salary and bonus compensation!
Kimberlee
Houston,Texas,
Not Only Do They Rip-Off Customers, But Employees Too!
#4Consumer Comment
Fri, July 26, 2002
I can understand you complaint. As a former Branch Manager with Hertz Local Edition in Houston, Texas, we were encouraged through training andd evaluations to push optional services to the absolute extreme. In fact, if your optional services percentage on rental sales didn't meet their percentage criteria, you were fired.
There were many times when customers would come into my store with internet confirmations for prices and surcharges that were not in effect for my location. I would honor them and it resulted in my store's average daily rate being lower than acceptable. Hertz is not only deceptive with customers but with employees as well.
What they expect from their employees changes on a daily basis. And they're well known for abusing employees as well. I ought to know, after everthing I gave to that company they laid me and fifteen other managers off so they wouldn't have to give us a yearly salary and bonus compensation!
Kimberlee
Houston,Texas,
Not Only Do They Rip-Off Customers, But Employees Too!
#5Consumer Comment
Fri, July 26, 2002
I can understand you complaint. As a former Branch Manager with Hertz Local Edition in Houston, Texas, we were encouraged through training andd evaluations to push optional services to the absolute extreme. In fact, if your optional services percentage on rental sales didn't meet their percentage criteria, you were fired.
There were many times when customers would come into my store with internet confirmations for prices and surcharges that were not in effect for my location. I would honor them and it resulted in my store's average daily rate being lower than acceptable. Hertz is not only deceptive with customers but with employees as well.
What they expect from their employees changes on a daily basis. And they're well known for abusing employees as well. I ought to know, after everthing I gave to that company they laid me and fifteen other managers off so they wouldn't have to give us a yearly salary and bonus compensation!
Kimberlee
Houston,Texas,
Not Only Do They Rip-Off Customers, But Employees Too!
#6Consumer Comment
Fri, July 26, 2002
I can understand you complaint. As a former Branch Manager with Hertz Local Edition in Houston, Texas, we were encouraged through training andd evaluations to push optional services to the absolute extreme. In fact, if your optional services percentage on rental sales didn't meet their percentage criteria, you were fired.
There were many times when customers would come into my store with internet confirmations for prices and surcharges that were not in effect for my location. I would honor them and it resulted in my store's average daily rate being lower than acceptable. Hertz is not only deceptive with customers but with employees as well.
What they expect from their employees changes on a daily basis. And they're well known for abusing employees as well. I ought to know, after everthing I gave to that company they laid me and fifteen other managers off so they wouldn't have to give us a yearly salary and bonus compensation!
