Brighton Line

I do prepaid a lot and never get points but write to [email protected],
Given them your rental record number and they will credit your account (this has been posted in this thread).

Here is my emailed response.

Thank you for your recent inquiry. We greatly appreciate your loyalty as a Gold member and your interest as a loyal future member and remain committed to you. Customer feedback is vital to our understanding of what really happens in our operations, and for that reason it is very valuable. Please be assured your comments will be shared with the appropriate Hertz management.
We have thoroughly researched your inquiry here are our findings.

We have credited prepaid rental record ###### for ### points.
At this time, we are aware of some of our prepaid rentals not auto-processing to the accounts. We are actively working to resolve the issue. Until such time, any prepaid rental will need to be manually processed to your account. You can do this by calling our Awards Department at 1-888-999-4900 or by sending an email at [email protected]. We sincerely apologize for any inconvenience this has caused and appreciate your patience in this matter.
Current Account Balance:
Thank you again for allowing us to assist you. Should you have any further queries with regards to this matter, please don't hesitate to contact us.
Sincerely,


Loyalty Specialist
The Hertz Corporation Loyalty Dept.
1107 E. I65 Service Rd S. Ste B, Mobile, AL, 36606, USA

hurnik

Thanks to the above 2 posters.
I have replied to the email with the info and we'll see what happens.

Hopefully one of these days I'll actually be able to redeem the points (seems every time I try online it won't let me as I don't "have enough points") even though I do.
Although I see it seems to mostly be an issue with the online system (Maybe they hired Hilton IT to do their coding? LOL)

Fredd

I just got off the line with a Hertz rep after experiencing the same problem after a prepaid one-week rental.

I had sent a second email to the 1awards address after the first email from them stated that "our records indicate this rental was previously awarded points on or around 2017-xx-xx based on the information reflected on the original rental record.

After putting me on hold twice she told me that pre-paid rentals do not qualify for points and that this is in the terms and conditions. Anybody find this to save me the trouble of looking?

She would, however, award me approximately half of the points "as a courtesy."

UPDATE: I checked the T&Cs, called back, and asked a second rep where I could find that rule. She finally told me that they had "just changed the rule" and that points would no longer be awarded for prepaid reservations. She would, however, award me points for the rental as a one-time exception.

SECOND UPDATE: Mrs. Fredd and I were talking to each other while I was on a long hold with the second rep. I wondered if I'd been disconnected and eventually said "Hello," to which the rep replied "I'm still here." I said it was silent and she replied, "You can't hear me but I can hear you." That's useful information to keep in mind.

I find this very odd and annoying.

Auto Enthusiast

They probably meant for that to be the case all along, hence the "glitches," but never updated the T&Cs.

Alternatively, points were intended to be granted, but given the customer frustration and service team efforts with the glitches, Hertz decided it's easier to align their policy with their messed up systems.

Fredd

Good theories and I'd lean toward the second one.

If there are to be no points for prepaid rates, I might as well rent through third parties, no?

UPDATE: With a little more searching I noticed at least two (make that four) other fairly recent threads on the same topic:

Does a "Pay Now" reservation earn Rewards Points?

Do "pay now" rentals earn miles?

Prepaid Rentals Not Posting Points

Prepaid rental and Hertz points accrual

This one touches on the topic as well: No Hertz Gold Plus Points for rentals outside of home country?

I'll bring it to the attention of Mods.

jason8612

Thanks for the alert. I'll keep an eye out on this thread and will look into merging it with similar recent threads.


Jason8612 (mod)

Brighton Line

I wrote to [email protected] on 12/13 asking for points for a prepaid rental on 12/2 that did not post. Today 12/21 I got a reply that they manually credited the points to my account.

Dear L

Thank you for your recent inquiry. We greatly appreciate your loyalty as a Gold member and remain committed to you. Customer feedback is vital to our understanding of what really happens in our operations, and for that reason it is very valuable. Please be assured your comments will be shared with the appropriate Hertz management.

We have thoroughly research your inquiry here are our findings.

Your rental XXXXXX was a Hertz Pre Paid Rental which has to be manually credited. Please accept our sincerest apologies for this Hertz Pre Paid issue. We have manually credited your Hertz Pre Paid Rental with XX points that were due. Your account balance has been updated to reflect this change. For future Hertz Pre Paid Rentals credit, please contact us by email or contact Loyalty Desk 1-888-999-4900 M-F 7 am -9 pm CT.

Current Account Balance:

Thank you again for allowing us to assist you. Should you have any further queries with regards to this matter, please don't hesitate to contact us.

[Name Redacted per FT Rule]
The Hertz Corporation
Hertz Gold Plus Rewards
5601 NW Expressway
Oklahoma City, OK 73132
USA
[email protected]

Fredd

Thanks for posting that. ^

Seeing this after my recent interactions with two phone reps at the very same Hertz office makes me wonder.

DavidDTW

I usually call the Hertz gold line to have points credited for prepaid rentals. Last time (Sept or Oct) the agent said "Oh, I see you are aware of this glitch in our system." and credited my points right away. She also mentioned that new software is supposed to fix the problem, and expect that to be installed in early 2018.

David Keahey

After three calls to Hertz about this issue, the last agent I spoke with told me that miles and points are not awarded on pre-paid rentals. The agent's supervisor mentioned to her that manually applied adjustments were no longer being done.

Here's the pertinent sentence (I think) from the Loyalty Terms and Conditions document.

"Rewards for rentals in the Australia, New Zealand, Brazil, United States, Canada and participating U.S. Territories will apply toward non pre-paid rentals only and any additional days beyond those for which points are redeemed, must be paid in accordance with the rules of the rental."

I'm going to give the online system a try before giving up.

lbbzman

I believe the language you quoted refers to redemptions and not earning as it is in the section "What About Using Hertz Gold Plus Rewards for Free Rentals?"

I do not interpret the quoted language to mean that prepaid rentals are no longer eligible for points accumulation.

For the record, I've had the same troubles as others in this thread but 1awards has always eventually sorted it out.

Cheers,
LBBZman

hurnik

So I finally heard back (after about 2 weeks) and they re-examined the zero points credit and replied with the email about the fact that pre-paid reservations require a manual entry or something.
So they did finally credit the points.

Now if I can only get the online system to ever let me use them (LOL).

Fredd

As a small update, I wrote a very polite letter to the "loyalty department" in mid-December simply asking for clarification of the policy.

I received no reply. Still an odd situation IMHO.

Fredd

An additional update:

Still curious and planning a rental, I emailed Hertz Gold Plus Rewards a couple of days ago with a short and specific question, "Do I earn Gold Plus Rewards Points for a prepaid rental?"

A rep replied with an email very similar to what I've seen above, for example "Our records show that the reason these points did not process to your account is because this was a Hertz prepaid rental. At this time, Hertz prepaid rentals must be manually credited."

She actually awarded me additional points for two previous pre-paid rentals, something I hadn't requested. ^

She also provided this from the T&Cs.

https://www.hertz.com/rentacar/emember/rewards-legal/loyalty-terms-conditions

Points will not be issued on the following type rentals: rentals on rate plans for accounts that do not allow employees to participate in reward programs; dealer replacement, body shop replacement or fleet replacement rentals; rentals by Hertz employees, Hertz licensees and licensee employees; and rentals using travel industry rates/discounts, tour and wholesale rentals, and convention rate rentals, or rentals made under an Applicant Program number.

iahphx

For a last minute rental last week, I found a good prepaid rate on the Hertz website and booked it. I don't recall using any special discount code or anything: if fact, when I tried to add one of the usual codes (AMEX, AAA, etc), the prepaid discount disappeared. I just looked at my online statement and it says I earned zero Hertz points for the rental. Does anyone have any guess as to why? I honestly don't care that much about the points themselves, but I wanted to reset my account (which is stocked with points purchased from Daily Getaways) and has to show activity within 2 years where a point is either earned or deducted with a rental. I'm sure I'll eventually meet that requirement (even though National is my primary car rental company), but I'm curious as to why this rental "didn't count." Also, I wanted to see how many points a rental would earn: is it normally one point per dollar spent?