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  • Report:  #2721

Complaint Review: Hertz Rent A Car - NYC New York

Reported By:
- Tempe, Arizona,
Submitted:
Fri, July 21, 2000
Updated:
Sat, October 29, 2011

Hertz Rent A Car
NYC, New York, U.S.A.
Web:
N/A
Categories:
Car Rentals

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.



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!

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