- Report: #267401
Complaint Review: Hertz - White Plains New York
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Hertz
66 Haarlem Ave White Plains, 10603 New York, U.S.A.
Phone:
914-948-3024
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Hertz Fuel Overcharge White Plains New York
I was charged an extra $68 "fuel charge" when I rented a car through Hertz, even though I had filled the tank before returning the vehicle. This charge is equivalent to a full tank of gas at their approx. $6 a gallon rate.
While the rest of my experience with Hertz was excellent (got rate quoted online, efficient staff), I am very disappointed by this erroneous fuel charge. I used their after hours drop off service to return my vehicle (I dropped the keys in the drop box and didn't have an official checkout) and therefore did not notice that they had applied an extra charge until I saw my credit card statement.
I immediately called the local Hertz location and was told that they would investigate my complaint and call me back. I still have not heard from them. I then called the Hertz 1-800 number and was told that they would credit my account the full $68 but the credit has not yet come through.
I can only think that Hertz routinely applies this charge, particularly when using express drop-offs, and waits for the customer to complain. Not only are their fuel charges extortionary but to be subjected to them when I returned the tank full is outrageous. I should have received an apology and immediate refund but instead was shuffled through multiple operators and have yet to see my situation resolved. I advice all customers to keep their gas receipts as they are necessary to dispute false gas charges.
Liz
Belmont, Massachusetts
U.S.A.
While the rest of my experience with Hertz was excellent (got rate quoted online, efficient staff), I am very disappointed by this erroneous fuel charge. I used their after hours drop off service to return my vehicle (I dropped the keys in the drop box and didn't have an official checkout) and therefore did not notice that they had applied an extra charge until I saw my credit card statement.
I immediately called the local Hertz location and was told that they would investigate my complaint and call me back. I still have not heard from them. I then called the Hertz 1-800 number and was told that they would credit my account the full $68 but the credit has not yet come through.
I can only think that Hertz routinely applies this charge, particularly when using express drop-offs, and waits for the customer to complain. Not only are their fuel charges extortionary but to be subjected to them when I returned the tank full is outrageous. I should have received an apology and immediate refund but instead was shuffled through multiple operators and have yet to see my situation resolved. I advice all customers to keep their gas receipts as they are necessary to dispute false gas charges.
Liz
Belmont, Massachusetts
U.S.A.
1 Updates & Rebuttals
Matt
Tulsa,Oklahoma,
U.S.A.
not the norm
#2UPDATE Employee
Wed, October 24, 2007
I can attest this isnt the norm when people return cars. We do not subject our customers to these type of shady business practices. Let me apologize on behalf of Hertz first and foremost. Secondly, it does take some time to credit your account (in this case, your credit card). The location manager at that location must submit a station adjustment which must be approved by her boss (city or area manager) and on some occasions their boss as well (regional VP). It generally takes 3-4 weeks for the credit to reflect to your account. If it doesnt show up in a week or so, call them back and ask to speak to the city or area manager. I know this takes time out of your day, etc but it should only take a few minutes to get the situation resolved. Hopefully you will choose to rent from Hertz again and see if they can make it right the next time.
