schley

Had this happen to me at LAX as they never asked me if I wanted it on the phone and because I'm president's circle I was given my contract at the gate and didn't see it. Immediately called hertz who told me they would have the property call me, which they never did. Anyway tried to make another booking and on the phone the lady summarized my total as including prem road service, taxes and fees your total is...........

VERY sneaky and I feel unethical if a sales tactic. I sent an email to Mr. Dickerson, VP of customer service with the following:

Dear Mr. Dickerson,


I wanted to write to you as a President's Circle member. I have used Hertz the last couple years and honestly I really like the service I have received especially as a recent new President's Circle member. I do have an issue with how I'm being quoted when making a reservation. I recently had a reservation where I know that I was never asked if I wanted Premium Road Service on the phone when making the reservation. I have never accepted it, nor any insurance as I have these services through my credit card. However, I noticed on the bill after leaving the LAX rental location that it contained it. I called the customer service number and told them my concern and said that the LAX location would call me back directly. They never did and I returned the car upon completion of my rental late, thus I was in a hurry and didn't have time to discuss with them.

That very day I had to make a rental for ORD and used the 800 phone number where the rental agent again never gave me the option over the phone, but in her summary of my charges included Premium Road Service along with taxes etc. I asked her why she included it and she didn't have an answer for me. I asked for it to be removed. Thus I have a feeling that exact technique of not asking the customer a yes or no question, but disclosing it in the summary is what happened to me at LAX. My concern is that this seems like a deceiving practice if in fact it is a sales technique used by Hertz in phone reservations. If I wasn't astute to listen I would have been stuck again. I like being able to avoid the counter and have the agent print my agreement at the checkout booth, however it doesn't lend itself to being able to closely examine your rental agreement with cars behind you etc.

In short Mr. Dickerson I wanted to give you some quality control feedback and see if in fact Hertz is employing this sales technique or if it was just a couple of poorly trained agents. I look forward to your response. Have a great day.

God bless,

Me