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

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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