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Hertz Car Rentals / nightmare

1 Mexico Review updated:
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Welcome to my Hertz nightmare!

Presented my E-confirmation ' Guaranteed Rate' from Hertz upon check in for an automatic Compact vehicle. Quoted rate was $15.00 USD plus taxes, fees etc totaled ' Guaranteed Rate' of $20.46 USD, unlimited Kms, plus selected Loss Damage Waiver at $38.95 plus 10% tax= total of $63.30 USD.

Hertz Tulum stated no Automatic available so I accepted a Standard/ Intermediate vehicle as there was 10 people waiting for an unclaimed vehicle. Hetz explained that the rate would be calculated in Mexican Pesos, when I asked what rate, they would not answer.

Having been to Mexico many times I sensed a rip off in the works but decided to leave the argument until return of vehicle. Returned the vehicle next day and the final bill ended up being totally inflated compared to the ' guaranteed rate'.

They had used 15 MXP to the dollar and had significantly over charged each tax, local service charge, Vehicle Licensing cost and Service charge so the bill ended up at nearly $100 USD!!

When I challenged them on the MXP Rate and all the ridiculous rates they refised to deal with me and said' call Hertz when you get home!

' big mistake' on my part!!

After waiting on the 'Customer Service' phone line for 30 minutes I was told that they do not deal with 'foreign franchise' problems and instructed to send an email.

Sent email off, finally got a template response 17 days later stating that the charges were correct?? I challenged that response with their ' guaranteed rate' and was told that, firstly the Franchise verified exchange rates daily ( USD has NEVER traded at 15 MXP) and that the calculations were correct!

The long and short of it is Hertz refuses to accept any responsibility for their ' guaranteed rate' from their Franchisee.

I am still fighting with them and have filed a dispute with my Credit Card company. Bottom line is that this is the worst Customer Service I have ever experienced and will never rent from Hertz again!

Lessons learned: If the daily conversion rate is not posted at the counter establish the rate before renting.

I will never walk away from the counter accepting ' call Hertz when you get home'. I will stand my ground and hold up their line all day if I have to, until I have my charges adjusted on site!

Never rent from Hertz in a foreign country, they will not go to bat for you when you return home!

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  • Ra
      14th of Jun, 2010
    0 Votes

    This is why I hate franchise locations. Try to deal with a corporate location if you can. The main corp can do very little about franchise charges, about the only thing they can do is revoke the franchise.

  • Mr
      20th of Jul, 2011
    0 Votes
    Hertz Car Rentals - Overcharging on Fuel

    On collecting the car in Vancouver I was given the option of filling up the car myself or Hertz doing it when dropped it off at Calgary Airport and it does state fuel option on the paper work. I questioned the receptionist about my filling the tank on return and not being charged again. She said it was up to me how I wanted to deal with it and I would not be charged again if I returned the car with a full tank.
    I did not sign anything, nor did I agree to any thing and was given the documents regarding the hire of the car. I filled the tank at Calgary airport and dropped the car off only to be told that I had agreed to allowing Hertz to fill the tank and that I would get no refund. The credit card receipt for another tank of fuel was in my hand before I got the cases out. Due to the check-in times I doubt that I would have got any satisfaction had I complained.
    I find this to be a very sharp practice by Hertz and I will never, never hire another car from Hertz and I suggest any one intending to hire a car when on holiday use another company. If you have to use Hetz make sure you have all the t's crossed and the i's dotted and question every thing they offer you and have it down in writing.
    Be wary.

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