Hertz - Charging until next business day

I often deal with Hertz airport locations where this isn't an issue, but recently I noticed that Hertz LEs are trying to charge until the date/time they are next open if a return is made while they are closed. They are doing that even if they have a time stamp which shows the actual vehicle return time.

Given that hertz.com does not show these additional charges I suspect that this is something that will interest certain state AGs!

Anybody had any experience of this newish policy?

I recently (ie just after policy change was announced) did a return at an LE in Anaheim, CA. I called the LE which was open, explained that it was more convenient to return at the LE in my hotel (which was closed), and asked if I would be charged the extra days (ie Sat and Sun)

They assured me that I would not be charged, nor was I charged. But the drop box at the hotel DID have a warning indicating that a charge would be put through.

I just did a booking at an LE for 2 days with return to same LE on Saturday morning. That LE was closed and at pickup they suggested I dropped the vehicle at the airport to avoid charges. Instead I dropped it at another LE which was open on Saturday but which opened one hour after the return time. They put a one hour charge additional charge on the bill but now say they have removed it after I told them that I would dispute the entire charge with AMEX if they left it on.

This definitely seems to be dishonest of Hertz. The web site booking and *all* the paperwork shows the LE return after two days and shows a normal two day rate. This policy is bound to end up in a court challenge if they keep it up. They can charge what they like commercially but they can't lie up front and then charge what they like!

I would rent at a HLE but, I now rent at the airport. (LGB is less than 3 miles away). I used to rent at the HLE but when Hertz changed the terms where dropoffs after hours would charge to the next time they open, I started renting at the airport:p . For a Sat afternoon/evening return or Sunday return, the charge would be Mon morning. Up to extra 2 days charge! For Monday evening, it would be an extra non weekend day.

Also, the HLE's seem to have raised weekend rates so my local airport charges less and is open until 1030PM. There have some very nice coupons so I haven't pay that much for rentals lately!

Bottom line: I rent much less often with HLE's with the change of policy on returns.

I would ask the HLE if they will "cut" some slack if I started to more frequently from their location. If not, I would still rent from the airport due to being open longer hours. (some airports are open 24/7).

Given that hertz.com does not show these additional charges I suspect that this is something that will interest certain state AGs!

This policy is bound to end up in a court challenge if they keep it up.

Better check the terms of the contract before you retain your counsel. It's spelled out clearly. It was also highlighted in the one-page version of the contract changes that were sent out when the last batch of changes were made.

haha, and just for fun I made a test booking at my local HLE... check out these warning messages on the reservation confirmation...

Warning Messages


Return location closed at time specified, after hour returns may be permitted, charges accrue until location reopens for business
Gold service not offered this location
Minimum Age 25 outside US - Exceptions may apply
AFTER HOUR DROPS-RENTAL CHARGES ACCRUE UNTIL LOCATION REOPENS

Good try though.

haha, and just for fun I made a test booking at my local HLE... check out these warning messages on the reservation confirmation...

Warning Messages


Return location closed at time specified, after hour returns may be permitted, charges accrue until location reopens for business
Gold service not offered this location
Minimum Age 25 outside US - Exceptions may apply
AFTER HOUR DROPS-RENTAL CHARGES ACCRUE UNTIL LOCATION REOPENS

Good try though.

I have already reviewed that disclaimer. It is given such a low profile in the confirmation email (as compared to the rate information) that Hertz can't avoid the accusation of consumer fraud by pointing to that message.

I have already reviewed that disclaimer. It is given such a low profile in the confirmation email (as compared to the rate information) that Hertz can't avoid the accusation of consumer fraud by pointing to that message.

No matter how big or little the text is, if no actual person advises you of the change, the policy change was still provided for you. It still would not hold up in court.

No matter how big or little the text is, if no actual person advises you of the change, the policy change was still provided for you. It still would not hold up in court.

The disclaimer isn't on the printed rental agreement which is the only document I "signed". Random emails from Hertz are *not* part of the contract nor ar they part of the documentation authorising charges to my AMEX.

The disclaimer isn't on the printed rental agreement which is the only document I "signed". Random emails from Hertz are *not* part of the contract nor ar they part of the documentation authorising charges to my AMEX.

But you were informed of the policy change. And you also forget that the contract would be in a rental record folder which would contain all possible charges that may be applied on a rental. Once you sign your name on the contract, that means you also agree with the potential charges on the rental record folder. More than likely you still not going to agree with the charge. So the only thing you can do is dispute the entire rental with AMEX. AMEX would be in contact with Hertz, that would mean a charge-back of the rental would go back to your credit card and that would be additional fee's to you. Then Hertz would tell AMEX that the charge is valid and AMEX would turn around and send you a letter stating the same.

But you were informed of the policy change. And you also forget that the contract would be in a rental record folder which would contain all possible charges that may be applied on a rental. Once you sign your name on the contract, that means you also agree with the potential charges on the rental record folder. More than likely you still not going to agree with the charge. So the only thing you can do is dispute the entire rental with AMEX. AMEX would be in contact with Hertz, that would mean a charge-back of the rental would go back to your credit card and that would be additional fee's to you. Then Hertz would tell AMEX that the charge is valid and AMEX would turn around and send you a letter stating the same.

Actually I have just spoken to somebody else who did have the charges removed after an AMEX dispute. I haven't got that far because Hertz simply backed down.

Actually I have just spoken to somebody else who did have the charges removed after an AMEX dispute. I haven't got that far because Hertz simply backed down.

Great, that's credit for you AMEX statement. My point to you is that you were informed of the policy change.

Great, that's credit for you AMEX statement. My point to you is that you were informed of the policy change.

I have no idea why you are defending Hertz. Incidentally, the verbal comments of the Hertz employee are specifically *not* part of my contract with Hertz.

I have no idea why you are defending Hertz. Incidentally, the verbal comments of the Hertz employee are specifically *not* part of my contract with Hertz.

Then if you decide to return your vehicles after hours you will be contacting the billing department everytime. They will notice that you have a history of returning your vehicles after hours and they will stop adjusting the exday charges. At this point, it matters how much heart ache your wanting to put yourself through. I'm wanting to help you, not Hertz.

Then if you decide to return your vehicles after hours you will be contacting the billing department everytime. They will notice that you have a history of returning your vehicles after hours and they will stop adjusting the exday charges. At this point, it matters how much heart ache your wanting to put yourself through. I'm wanting to help you, not Hertz.

Well thanks for the concern, but the Hertz billing department doesn't worry me. :D

There's no good reason the Hertz website shouldn't correctly calculate the rental based on when the return location selected is next scheduled to be open after a selected return time and date.

There's no good reason the Hertz website shouldn't correctly calculate the rental based on when the return location selected is next scheduled to be open after a selected return time and date.

Good point.

There's no good reason the Hertz website shouldn't correctly calculate the rental based on when the return location selected is next scheduled to be open after a selected return time and date.

Exactly! The fact that it doesn't leaves Hertz wide open to various complaints.

I've had a HLE try to both charge me for early pickup (scheduled for 12:30 noon; paperwork said I picked it up at 10:00 am, when I was still on my flight, no less) and try to pull the "next business day" charge on return as well, even though it was returned during business hours. The agent at the HLE (which was inside a resort hotel) had "gone home early."

I managed to convince billing that it was impossible for me to have picked the car up while I was still in flight and that I returned it at the contracted time, which was within business hours for the HLE. If they'd not agreed, it would have been an AMEX dispute, but it never got that far.

There was a post on my company's travel site warning us about the new policy. Also, I hate to defend Hertz, but the T&C's are spelled out. Ignorance (or lazyness) of the T&C when you pick the car up is not an excuse. You could rent a hundred cars, and if the T&C's change on that 101st, you are bound by them. And I guarentee the new policy is written in your contact.

There was a post on my company's travel site warning us about the new policy. Also, I hate to defend Hertz, but the T&C's are spelled out. Ignorance (or lazyness) of the T&C when you pick the car up is not an excuse. You could rent a hundred cars, and if the T&C's change on that 101st, you are bound by them. And I guarentee the new policy is written in your contact.

The T&Cs may be spelt out but the fact that the website is suggesting a completely false estimated charge is a huge problem which will land them in trouble unless they fix it. In many states consumers have additional protections beyond the elements of normal contract law.

The website is just that, an estimate.

The T&Cs may be spelt out but the fact that the website is suggesting a completely false estimated charge is a huge problem which will land them in trouble unless they fix it. In many states consumers have additional protections beyond the elements of normal contract law.

The website is just that, an estimate.The website should provide an accurate estimate. There is no good reason that the website should not provide an accurate estimate for these rentals, it is not doing that now.

I think it depends on the attitude of the HLE agent processing the express return. I rented an Accord in March using the free weekend day coupon, picked it up on a Saturday, dropped it off after hours on Monday & was only charged two weekend days($44).

The website is just that, an estimate.

No - it is a misleading estimate which the vendor knows to be misleading. That is a big difference in most US jurisdictions.

I think it depends on the attitude of the HLE agent processing the express return. I rented an Accord in March using the free weekend day coupon, picked it up on a Saturday, dropped it off after hours on Monday & was only charged two weekend days($44).The policy was officially changed relatively recently, so your rental may not have occurred under the new policy.

I disagree with you.

It clearly states under "Important Info" on the reservation page:

At non-airport locations in the US, Canada, Puerto Rico and US Virgins Islands that allow after hour returns rental charges (as well as optional service charges) will accrue until the location reopens for business. For example, if the vehicle is returned on Monday evening at 9:00pm when the location is closed, rental charges will accrue until Tuesday morning when the location reopens for business.

haha, and just for fun I made a test booking at my local HLE... check out these warning messages on the reservation confirmation...

Warning Messages


Return location closed at time specified, after hour returns may be permitted, charges accrue until location reopens for business
Gold service not offered this location
Minimum Age 25 outside US - Exceptions may apply
AFTER HOUR DROPS-RENTAL CHARGES ACCRUE UNTIL LOCATION REOPENS

Good try though.
I too, confirm this verbiage. I think this, along with the "important information" before you even reserve give a customer the full policy.

Lazyness or assumption that the policy hasn't changed are not the fault of Hertz.

I disagree with you.

It clearly states under "Important Info" on the reservation page:

At non-airport locations in the US, Canada, Puerto Rico and US Virgins Islands that allow after hour returns rental charges (as well as optional service charges) will accrue until the location reopens for business. For example, if the vehicle is returned on Monday evening at 9:00pm when the location is closed, rental charges will accrue until Tuesday morning when the location reopens for business.:confused" "clearly states", so if I click on the "Rules and Regulations" link under "Important Info" I get a drop down box with over 20 different selections and one of them is "After Hours". I personally would not call that "clearly stated on the reservation page", it's clearly stated after you click on two links, yes.

That being said, I really don't understand why you would disagree with the statement that there's no good reason that the Hertz website should not just calculate the estimated charges based on the location's hours.

(Note: I'm not agreeing with the whining of some folks in this thread, obviously they know the rules but still prefer to be difficult, all I'm saying is that there is no good reason the Hertz website should not estimate the charges correctly, I would agree that it is misleading at best on Hertz' part)

No disagreement that the site should but for people that got caught off guard, there isn't much recourse in my opinion. There are proper disclosures. I'll be the first to admit I gloss over them, but sometimes the onus lies on the customer.

:confused" "clearly states", so if I click on the "Rules and Regulations" link under "Important Info" I get a drop down box with over 20 different selections and one of them is "After Hours". I personally would not call that "clearly stated on the reservation page", it's clearly stated after you click on two links, yes.

That being said, I really don't understand why you would disagree with the statement that there's no good reason that the Hertz website should not just calculate the estimated charges based on the location's hours.

(Note: I'm not agreeing with the whining of some folks in this thread, obviously they know the rules but still prefer to be difficult, all I'm saying is that there is no good reason the Hertz website should not estimate the charges correctly, I would agree that it is misleading at best on Hertz' part)

The Hertz website is crap... Could be a limitation of the site or the people who program the site.

Making a code/process change like this to the "website" (really the backend systems that drive all reservation platforms -- web self-service, callcenter, travel agency, etc) would be a major and costly undertaking by the time you analyze, plan, document, implement, 3+ rounds of testing, and deploy to production.

All that expenditure for such a tiny fragment of their business probably just does not make financial sense. I'm not surprised that they opted instead for a minor configuration effort -- placing the TWO warning messages on the reservation confirmation page and email.

Same situation with the new hourly rentals in New York. Given that it's such a tiny part of their business, they have opted to roll it out with a phone-only reservation process rather than make massive code and configuration changes to the systems.

Making a code/process change like this to the "website" (really the backend systems that drive all reservation platforms -- web self-service, callcenter, travel agency, etc) would be a major and costly undertaking by the time you analyze, plan, document, implement, 3+ rounds of testing, and deploy to production.Seeing as they just redesigned the website, maybe they should have thought of this already, but this is such a silly apology for their sloppy website.All that expenditure for such a tiny fragment of their business probably just does not make financial sense. I wouldn't call HLE a "tiny fragment of their business", and more importantly HLE sure seems like its important to Hertz in their effort to catch back up to Enterprise. I'm not surprised that they opted instead for a minor configuration effort -- placing the TWO warning messages on the reservation confirmation page and email.Is it really so much to ask that they give a warning message before you actually make a reservation?

Seeing as they just redesigned the website, maybe they should have thought of this already, but this is such a silly apology for their sloppy website.
m'kay... redesigned website=pretty face on the same system. what you're talking about would be a code change to the underlying system, as i said in my previous silly apology.
I wouldn't call HLE a "tiny fragment of their business", and more importantly HLE sure seems like its important to Hertz in their effort to catch back up to Enterprise.
The number of customers who:

1. rent at HLEs, and
2. return after hours, and
3. ignore the warning messages on the website and emails, and
4. choose not to heed the polite reminder at the counter (in the OP's case), and
5. do not read contracts before they sign them

do indeed make up a tiny fragment of their business.
Is it really so much to ask that they give a warning message before you actually make a reservation?
You got me. Definitely grounds for a case ;)

BTW, I agree... it would be great if the total cost was spelled out perfectly. It would be great if you could go online and get your Marriott and Starwood bills. It would be great if Hertz brought everyone's car to them at the terminal. IT work has a cost attached to it, just like everything else, and budgets aren't what they used to be. People often talk about making changes to websites, systems, etc as though there are no costs involved, when in reality the costs are often massive.

The policy was officially changed relatively recently, so your rental may not have occurred under the new policy.

It was under the new policy, on a printed note taped to the Express Return box. It has since been replaced with a regular Hertz-type sign.

People often talk about making changes to websites, systems, etc as though there are no costs involved, when in reality the costs are often massive.

If the cost to Hertz is "massive" then they need to fire whoever runs their web development / maintenance. Making such a change is a standard cost of running an online booking or purchase system and should easily be dealt with under the standard maintenance budget.