Hertz - No return attendant --> Hertz tries to claim less than full tank

Has anyone else encountered this, or is it simply a way to try and generate extra revenue for Hertz?

On Saturday, 3/1, Mrs. GaryO3 and I rented a car at CVG (Cincinnati) and returned it on Sunday 3/2. 5 minutes before returning the car, I refilled the gas tank to full and proceeded to the Hertz lot.

Upon arrival, there was no attendant outside checking-in cars. Rather, a recorded message was playing over the speakers saying to note the mileage, fuel-tank level and time of return and to proceed to the courtesy bus. I did all of the above, along with several other people returning cars. When I got on the bus, I mentioned it to the driver and she said it was typical on a Sunday morning (this was about 9:30 am).

So on Wednesday I notice that my AMEX has been charged $32.60 more than the estimated total. Now, while I did pick up the car about an hour later than planned and returned it about 30 minutes earlier, I didn't figure it would result in that drastic of a change to the estimated total.

A quick call to the billing department at Hertz confirmed what I suspected --- they indicated that I returned the car with a less than full tank of gas in it :mad: (how come I expected this???). So the lady on the phone wants to start to argue with me about trusting the employees checking the cars. Like I'm not trustworthy as the customer? It was amazing how when I told her to give me her fax number and I'd fax over a copy of the gas receipt showing that I had purchased gas 5 minutes before returning the car, that all of a sudden she believed me and said she'd issue a credit to my card. :rolleyes:

So --- My guess is that this is just a tactic to get some extra revenue from folks not paying close enough attention. Any thoughts?

I had this happen to me in Asheville last year.
I also noticed the gas charge on my Amex, but I was lucky when I called Hertz and the agent immediately credited my account without asking for documentation of a gas purchase.

I wonder how many people don't check their statements and end up paying this...

This has happened a few times at YYZ. I just use the feedback form on hertz.com, I have always had the fees reversed within 2-3 business days.

The same thing happened to me with a return at ABQ last year. Except they chaged for a full tank of gas for a Dodge Nitro, about $95. This was a personal trip, so I was checking all charges (might not have been as thorough for a biz trip). It took 3-4 calls to Hertz before I noticed the credit. When it did happen, it was rather quick (about a day after my last call).

Definitely keep an eye on both your credit card, as well as the Hertz invoice. You should be able to access the Hertz invoice by logging into their website, and it should show an adjustment after the credit happens.

Had it happen at MCI before. And there is a gas station with normal prices 200 feet from the Hertz lot entrance. A quick call to Hertz took care of it.

My next trip there when there was no attendant I went to the counter (had just enough time before the flight) and mentioned the charge from last time. The agent mentioned that the gas station gets too busy for most customers during the peak times so they don't end up filling up. Well, if I was there at a peak time there would have been an attendant there :confused:

I would suggest emailing them the particulars instead of phoning or talking to a counter agent.

In my experience, talking to an agent gets one frustrated, emailing via the website gets it taken care of in a couple of days.

I've had this happen virtually any time I return the car when there's no attendant.

Hertz has never hassled me about crediting the money back, but I do find it annoying.

Steve

I used to have this happen on occasion at LAN. It really irked me, because I was there every month. IMO, if you want to argue with me about whether I filled the tank, then it should be your responsibility to have an attendant present when I return the vehicle. As far as I am concerned, once I give you the keys and you give me a receipt, we're finished.

What would irk me even more is when I contacted Hertz, they would blow me off with the "that's an Independent Licensee, we can't help you" line. As a PC member, I was able to successfully escalate the issue, but I found that frustrating. There's a big yellow sign that says Hertz on it. I don't care about the independent licensee bit.

its a mistake, hertz does not purposely charge $$ to gas for extra revenue, sometimes i have to check cars for gas because people forget to notice the fuel level, i always leave a note in the remark section if a customer did not refuel, one time i had a Presidents Club YES PRESIDENTS CLUB LIED about gas he said it was 3/4 out 3/4 in and signed it with his name on the gol folder in the express box, i never trusted the guy and never liked him because he would always tryed to intiminate you when i first started working for hertz. When i checked his car it was completely empty, i had a note put in his rental about it, every time he rented he always used his HERTZ

cont Hertz points, i suspected Fraud after like 20 free weekly rentals :!

wow, how is this not fraud. Ive always had an attendant. But recently, after returning, I noticed that my receipt showed fuel in as 4/8. Not to be a stickler, but I know for sure that the gas was more than 4/8, If not 6/8, definitely 5/8. I know it because I had driven enough to warrant refueling and my company has a negotiated rate with Hertz, so I usually dont bother filling up before returning, but I was contemplating that this time since i wasnt sure if they would calculate gas based on mileage.

It was too late to argue, but clearly, they are trying to get as much out of you bordering on fraud. Its really annoying, especially when I have been receiving great service in other aspects (always received a Y class with my gold reservation).

It took a couple of days, but Hertz did issue the credit as they indicated they would.

I guess there are a couple of things about this that irk me, and apparently it's happened to others based on the replies above....

1) No attendant = no receipt (unless you go inside) so you have to be diligent to keep the rental contract with estimated charges (how often does this get shredded as soon as I get home?) and then watch for the charge

2) No attendant = your word against theirs.... sounds like I just got a bad phone agent, who wanted to argue with me.

Oh well.... I'll not call it fraud, since they did credit me back, but I would call it borderline.

It's kind of funny with all of the "mistakes" companies make nowadays has anyone ever had a "mistake" done in their favor?

I have started taking a picture of the instrument panel after picking up and dropping off rental cars. This is just becoming too much hassle.

I had a mistake done in my favor. I tried to correct it with Hertz twice and they said it was a "gift."

I'm surprised the agent argued with you. This has happened to me two or three times, and each time the phone agent removed the added charge without argument.

This happens to me about 4 times out of 5 if I drop off and don't get a reciept on the spot. I expect it.

This happens to me about 4 times out of 5 if I drop off and don't get a reciept on the spot. I expect it.

*nods* That and I am *never* credited my FF miles. I just fill out a couple forms on their website and everything is credited properly in a couple days. Every few times I make a bigger stink - usually get some $25 or $50 off coupons.

-Brian

OK this just happened to me about two months ago in PHL Airport. I got jacked for like $60 in fraudulent hertz charges.

I spent a few minutes on hold dealing with it, then yelled at the lady for 10 more, then ordered receipts for many many rentals. Sure enough I caught them another time, for like $30 or something. I spent 45 minutes on hold dealing with the second charge.

I had also spoken to a mgr at phl about that. He told me that when you return a car late night, they assume the car is half full - always. So you could in theory return the car bone dry and they'd only bill you for half a tank (at double gas prices you still lose). I told him that if I return a car full and he bills me for fuel, it's actually called interstate wire fraud and mail fraud, both are federal crimes.

I don't think he cared. Just tells you the mentality of what's going on over there.

Another issue is when they give you a half full car. I'd say that's fine, but they set the convenience price of gas at like $7 a gallon, that's what you get to charge them to fill up the tank. Even the contract they hand you on a half full car says in writing the car is full.

If someone opens a class action suit, it should not be too difficult to settle.

This happened to me at YHZ airport during Christmas time. Luckily, I was only charged an extra $10 so I didn't freak out that much. I returned the car before the location was open, hence no attendant was available. I filled up the car at a gas station approximately 5 mins away from the airport. I guess they billed me for the 5 min drive from the gas station to the airport.

After this experience, I always try to return the car when the attendant is there. That way, I know exactly how much I am being charged.

Keep in mind that Hertz is not the only company doing this. National and Enterprise are notorious for this practice as well.