During the winter of 08, I had several rentals from the Hertz inside the Wynn casino in Las Vegas.

So many that the woman who typically runs the desk, got to know me and we would sometimes have a chat when I was passing but not renting a car on that day.

I am a very basic renter, always rent the cheapest car and dont need to take out any insurance etc because I am covered by credit cards and other programmes, after she got to know this, she didnt even ask on further rentals, the process was extremely smooth.

Unfortunately on her days off, a guy works the desk and he is so pushy with the extras, that renting from him without taking extras seems to be a battle of attrition.

That said, I always stand resolute and do not accpet extras I have no need or use for.

One of the rental he assigned me, was several car classes up from an economy (I was assigned a Mazda 6) and also came with Neverlost.

The paperwork i was provided with, showed cgarges for both the car upgrade and Neverlost. I pointed these out as something I had no need or desire for and he assured me not to worry.

He claimed that because that was the car I had been assigned, the computer had printed that paperwork but on return of the car, the system would not charge for the extras. I took his word at face value.

Unfortunately when I returned the car,t he desk was closed and I used a drop box they provide so never did get any ammended paperwork, but knew I would be looking out for extra charges on my cc bill.

Lo and behold, come January I ahve been charged for the upgrade and the neverlos system. I send an email to Hertz explaining what had happend and included details of 8 other rentals all taken in the same period that had no extras taken. I included this as evidence of my renting trends ie no extras taken.

It has taken nearly 3 weeks, but Hertz have finally contacted me and issued a refund for the extra charges, but with hardly an apology.

Am I being unreasonable in expecting more than a casual one line apology / Would an explanation be too much to ask for ? Indeed would some form of compensation by way of voucher be too much to ask for ?