Customer charged $400 despite redeeming Hertz points for free car rental

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Customer charged $400 despite redeeming Hertz points for free car rental

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Gary Leff Chief Financial Officer | View from the Wing

By Sky Industry News

Jul 10, 2024

A recent incident involving Hertz has raised concerns about the company's billing practices. A customer who redeemed Hertz points for a free rental was charged $400 on his employer’s corporate card.

The customer booked a week-long rental using Hertz points, which were deducted from his account. He provided his personal credit card during the booking process and picked out a car from the Hertz Presidents Circle lane, presenting his ID and credit card at the gate. Upon returning the vehicle, he received an email receipt showing that the rental had been billed to his corporate card.

Despite having a copy of his original reservation with his personal card attached, he noticed that a different reservation number had been created, resulting in daily rates instead of free rental day awards. When he contacted Hertz customer service, they stated that since the rental had already been completed and charged, there was nothing they could do.

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Hertz's response included an apology: "We sincerely apologize for any misunderstanding regarding your points. I am saddened to hear about the inconvenience during the rental. However, please be advised that since the reservation was already completed, we are unable to use your points for a completed reservation." As a goodwill gesture, they returned the points redeemed for the rental.

The primary concern is not just the $400 charge but that it was made on his employer’s corporate card. If it were on his own card, he could dispute it more easily without risking repercussions such as being banned by Hertz—a ban that reportedly extends to customers' descendants as well.

In contrast to other businesses where there are clear paths to resolution through regulatory bodies or ownership chains willing to address problems, dealing with Hertz's customer service appears particularly challenging. The company has previously refused to retract false police reports due to concerns over future credibility with law enforcement.

For now, paying back his employer and attempting to use the returned points on a future rental seems like one of few viable options available to this customer.

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