Hertz - Booked Hertz rental with points over the phone, but charged full price

I recently rented a car for a week in SLC. I called Hertz to purchase the remaining points needed for a weekly rental and had the agent book the car with my gold points. When I returned the car the agent handed me my receipt stating that my card had been charged $500. I told her that it had been booked with points, but she said that it hadn't. I tried to correct the charge at the gold counter, but they told me they couldn't do anything about it. The manager gave me the number for customer service, which turned out to be some adult hotline. Not very helpful once they already had my money.

Can this be corrected? I never would have paid full price or rented a full size. I would have used my corporate rate if I knew the points had not been allocated to the rental. Any advice in dealing with it?

Thanks!

Welcome to Flyertalk.

What did your contract say when you picked up the car? If the contract was not for a points rental, there's probably nothing you can do about it now. If it was, then they just need to see that and they can correct it. But if you don't have a confirmation or a contract that says it was a points rental, you may be out of luck.

The contract is unlikely to help because the discount (free days) are not applied until return. There might be the PC code in there, but it will show the full price.

More important is the confirmation, which will show the rental fees deducted, with only a modest amount for taxes. And usually most of those taxes go away when the car is returned and the final amount calculated.

See this thread

http://www.flyertalk.com/forum/hertz/1357042-credit-card-hold-amount-when-using-100-hertz-points.html

They are now able to apply the points before the contract is printed. If renting on points, you should always make sure they do so and your estimated charges are zero dollars, and you avoid any issues on return.

Do you have an email confirmation from when you made the reservation? That would be the best confirmation of the final expected charge, showing the free rental PC being applied.

Two things I hate about Hertz's systems are:

1) The details in the contract printed when you rent doesn't usually match the confirmation email -- many of the discounts and PCs don't show show a dollar amount line items; you have to take it on faith that they will be applied properly at return. Plus, it's hard to verify that the base rate is exactly what you thought you'd be getting, because the online system shows the post-discount version.

2) There doesn't appear to be a way to retrieve previous reservations online, either cancelled or fulfilled (and the #1 Gold "e-statements" are so broken for verifying history that it's not even funny).

You may need to pursue this, asking for records from the phone call (they may even be able to pull tapes).