Originally Posted by
wrale577
So I had reserved a B at MHT last weekend (4-16 thru 4-19) and I go to the desk and they give me a huge upgrade to a basic Impala w/ NL. The car had 19K miles, no problem... NY plates which is kind of annoying but w/e. I didn't need the NL, I know how to get to I93 from MHT, I know my way to Maine etc... I really didn't go anywhere unique, so I never used the NL.
I return the car and I get the bill and included was 4 days of NL.
I am like ...... I signed a contract on 4-16 and made absolutely sure that the rate was the one hertz.com gave me, and it was... I thought when you sign the contract you keep the yellow copy and bring it back with the keys, which I did, but they said they lost the original and didn't charge me what was on the cars (yellow) copy. the person gave me a new contract that charged me for the NL, but the car was the same. I pretty much accused the hertz peon of trying to stiff a 21 yr old, and said it was BS that I have to pay for something i didnt ask for, or even use!
I guess my question is: can Hertz charge you for the NL on an upgrade even if you don't want NL and said you didn't want NL on your rez?
In the end 2 other hertz people needed to calm me down and they took off the 50 dollar extra charge. I feel like emailing hertz customer service and saying what the hell?
If you reserved a B-class vehicle and Hertz upgraded you to that Impala without asking, no you shouldn't pay for upgraded vehicle or the NL that came with it. You'll notice that when you make a reservation online, depending on what CDP is used you'll see 'Your rate is guaranteed' on the final confirmation screen before you submit your reservation. You show up, the location has to honor the original rate unless you specifically ask for a better vehicle etc.
There's definitely several ways to deal with issues like this. I don't understand how it could have escalated to where it did. Explain quietly and politely that there's a problem with the bill. Point out that you reserved a B-class and was given the Impala without asking and it just happened to come with NL. Explain that you didn't ask for any upgrade and you definitely did not want the NL system
If the agent doesn't like it ask to speak with the manager or lead hand. If they're busy or might take a while then politely agree to wait. If the agent doesn't cave before he gets there, introduce yourself to the manager and explain the situation. If the manager cant resolve your problem (v.rare), leave the location and call Hertz Customer Support.
Getting yourself worked up that much over mistaken NL charges doesn't do anything to help your case. Stay calm, cool and collected. You're in the right so make them realize it.