Hertz changed the daily rate at time of pickup
Dec 28, 2016, 7:58 am
#1
Original Poster
Join Date: Jun 2012
Posts: 446
Hertz changed the daily rate at time of pickup
Is this normal? To be honest, I probably wouldn't have noticed if it wasn't for a billing error.
I had picked up a car from BTV on the 22nd and returned it on the 26th several hours before I picked it up. This was the strangest location I've ever rented from and I guess they closed out the contract several hours after, billing me for 5 days.
I phoned customer service and she said because I didn't prepay for the rental (which is never even an option I'm given) the rate can change. This just seems shady to me. Especially seeing as they simply hand you the keys and paperwork and off you go. It only amounted to about a $7 +tax difference, but I'm wondering if I should call back.
The person I spoke to kind of rubbed me the wrong way anyway. She said she couldn't do anything about the rate difference, but because I was a loyal customer she would knock off a day (I'm thinking 3 days instead of 4). Instead she tells me "so instead of 5 days we'll only charge you for 4", which is exactly the minimum she's required to do seeing as I didn't have the car for 5 days!
I had picked up a car from BTV on the 22nd and returned it on the 26th several hours before I picked it up. This was the strangest location I've ever rented from and I guess they closed out the contract several hours after, billing me for 5 days.
I phoned customer service and she said because I didn't prepay for the rental (which is never even an option I'm given) the rate can change. This just seems shady to me. Especially seeing as they simply hand you the keys and paperwork and off you go. It only amounted to about a $7 +tax difference, but I'm wondering if I should call back.
The person I spoke to kind of rubbed me the wrong way anyway. She said she couldn't do anything about the rate difference, but because I was a loyal customer she would knock off a day (I'm thinking 3 days instead of 4). Instead she tells me "so instead of 5 days we'll only charge you for 4", which is exactly the minimum she's required to do seeing as I didn't have the car for 5 days!
Dec 28, 2016, 8:24 am
#2
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I am confused. There seem to be two issues.
First, you state that Hertz changed the daily rate and second, that you were billed for the incorrect number of days, but that the total only amounted to a $7 difference. Was it that the rate changed, the # of days or both? How did all of that work out to $7?
If the rate changed, what did the paperwork state when you picked up the vehicle at BTV? If the rate was different than the rate at which you booked, that is the time to have the rate adjusted to what was promised. That can easily be handled with a printout of your original reservation, a screenshot or whatever you generally use.
If the number of days was wrong, you have your check-in receipt showing the time you dropped the car off. If the local agency somehow did not close out the contract until later, that is easily demonstrated with your receipt.
Either way, it is sometimes easier for large organizations to simply do what the customer asks and make an adjustment rather than research the facts. It appears that this is what the phone agent did. I take it that your final adjusted bill after the phone call is what you thought it ought to be?
First, you state that Hertz changed the daily rate and second, that you were billed for the incorrect number of days, but that the total only amounted to a $7 difference. Was it that the rate changed, the # of days or both? How did all of that work out to $7?
If the rate changed, what did the paperwork state when you picked up the vehicle at BTV? If the rate was different than the rate at which you booked, that is the time to have the rate adjusted to what was promised. That can easily be handled with a printout of your original reservation, a screenshot or whatever you generally use.
If the number of days was wrong, you have your check-in receipt showing the time you dropped the car off. If the local agency somehow did not close out the contract until later, that is easily demonstrated with your receipt.
Either way, it is sometimes easier for large organizations to simply do what the customer asks and make an adjustment rather than research the facts. It appears that this is what the phone agent did. I take it that your final adjusted bill after the phone call is what you thought it ought to be?
Dec 28, 2016, 9:25 am
#3
Join Date: Jun 2015
Location: DTW
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Posts: 1,663
This agent is wrong. The terms and conditions state that the rate (but not the taxes and fees) is guaranteed whether you pre-pay or not.
Dec 28, 2016, 5:22 pm
#4
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Join Date: Jan 2002
Posts: 44,602
I am confused. There seem to be two issues.
First, you state that Hertz changed the daily rate and second, that you were billed for the incorrect number of days, but that the total only amounted to a $7 difference. Was it that the rate changed, the # of days or both? How did all of that work out to $7?
First, you state that Hertz changed the daily rate and second, that you were billed for the incorrect number of days, but that the total only amounted to a $7 difference. Was it that the rate changed, the # of days or both? How did all of that work out to $7?
Just doing a random check on the Hertz US site , I get USD155 inc taxes for a group C for 5 days ( 1 week rental ) vs $174 for 4 days, so can easily believe that the difference could be just $7
Overall , the customer raised the issue and Hertz dealt with it promptly and customer was then only charged the correct amount.
Last edited by Dave Noble; Dec 28, 2016 at 5:30 pm
Dec 28, 2016, 6:32 pm
#5
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I think that Dave Noble may have identified the issue. The OP may have rented the car at a weekly rate (which requires a minimum number of days) and returned the car early which under the terms of the CDP or rate reverted to the daily rate.
I think the agent may have been saying that someone that prepays for a weekly rental could return early without the rate reverting to a daily rate but the OPs CDP or rate required a minimum rental of five days and he only rented four.
For example, see:
http://www.flyertalk.com/forum/hertz...day-early.html
http://www.flyertalk.com/forum/hertz...ly-return.html
I think the agent may have been saying that someone that prepays for a weekly rental could return early without the rate reverting to a daily rate but the OPs CDP or rate required a minimum rental of five days and he only rented four.
For example, see:
http://www.flyertalk.com/forum/hertz...day-early.html
http://www.flyertalk.com/forum/hertz...ly-return.html
Dec 29, 2016, 8:33 am
#6
Original Poster
Join Date: Jun 2012
Posts: 446
I think that Dave Noble may have identified the issue. The OP may have rented the car at a weekly rate (which requires a minimum number of days) and returned the car early which under the terms of the CDP or rate reverted to the daily rate.
I think the agent may have been saying that someone that prepays for a weekly rental could return early without the rate reverting to a daily rate but the OPs CDP or rate required a minimum rental of five days and he only rented four.
For example, see:
http://www.flyertalk.com/forum/hertz...day-early.html
http://www.flyertalk.com/forum/hertz...ly-return.html
I think the agent may have been saying that someone that prepays for a weekly rental could return early without the rate reverting to a daily rate but the OPs CDP or rate required a minimum rental of five days and he only rented four.
For example, see:
http://www.flyertalk.com/forum/hertz...day-early.html
http://www.flyertalk.com/forum/hertz...ly-return.html
But yes, there were two issues. The daily rate that was higher, which I didn't notice at the time I picked it up because I was in a rush, but also the return process at BTV is not like anything I've seen before. On any other return they've had someone who processes the returns in the parking garage. At BTV you jot down the milage and give it to them at the same counter you picked up the car. They just didn't close out the contract in time so it looked like I returned it late.