The complaint has been investigated and
resolved to the customer's satisfactionResolved Hertz — $400 cleaning fee for smoking (I'm a non-smoker)
resolved to the customer's satisfaction
I rented a vehicle at the Temecula, CA Hertz Local Edition (HLE) from 25-27 NOV 2020.
I returned the car and the representative working at the time took the keys and I went home. The following morning, I received an email receipt with a $400 cleaning fee (for smoking). I was not told about this charge.
On top of this, I am a non-smoker. As well as being a lifelong asthmatic.
I should not be held responsible for cleaning fees if I was not the person responsible for it. I expect a refund of these charges.
I am a Presidents Circle Member with Hertz (25+ rentals/year minimum), so I rent a quite bit with Hertz and and in the 20+ years I've been renting cars, I have never seen this charge in past rentals. That would be consistent with that fact that I do not smoke. Not exactly the best way to ensure customer loyalty.
Hertz can look at my rental history and the fact that I have never been charged a cleaning fee, they can conclude that I did not smoke in this vehicle or any other rental in the past.
I should also mention that I used my Hertz rewards points on this rental so the bill should have been significantly less. Getting slapped a $400 charge came as a shock.
I believe I should be due a refund from this charge as it is fraudulent and I was not notified of this at time of the return.
The complaint has been investigated and resolved to the customer's satisfaction.
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