When renting a car, no good deed goes unpunished

Henry Lien/Shutterstock
Henry Lien/Shutterstock
After Chandra Bhandaru points out a few scratches on a Hertz rental, the car rental sends a bill — and then another bill. Now the company wants to refer the matter to a collection agency. What happened?

Question: I tried to be a good citizen when I rented a car recently, but I guess it backfired. I have been a longtime gold customer with Hertz. On a recent trip to Hawaii, I rented a vehicle from Hertz. I had a little accident and had scratches on the rear. When I returned the car, the agent did not notice anything, but being a loyal customer, I volunteered information to the agent and filled out a claim form.

Four months later I got a letter from Hertz regarding damages, and paid those through the insurance coverage on my American Express card. But now I’ve received another letter from Hertz claims services, saying that I still owe $420 in damages.

American Express is willing to pay the amount and is requesting proof of payment to the body shop, but the claims person is not willing to provide it. I am at a loss here.
Read more “When renting a car, no good deed goes unpunished”

Losing it over car rental “loss of use”

Oilly/Shutterstock
Oilly/Shutterstock
After Ben Harris dropped off his Mazda 3 rental at the airport in Maui last December, a Hertz agent pointed to some scuffed paint on the underside of the front bumper. Although the employee asked Harris to fill out an incident report, he assured Harris that it was just a formality and that he wouldn’t get a bill for the damage.

But six months later, Harris received a repair bill for $570. Among the charges was a $62 fee for “loss of use” – a fee that Harris, a physician from Chicago, considers “unreasonable.”

Some drivers agree. Rental companies used to write off the time a car spent in a garage as an expense. But shrinking profits forced them to add a loss-of-use charge to their repair bills, which allows them to recover the revenue they would have collected if the vehicle had been rented.

“Car rental companies were leaving tens of millions of dollars on the table by not collecting loss-of-use charges,” says Neil Abrams, a car rental consultant. “I think there’s a recognition that there’s a legitimate responsibility of the renter that extends beyond the rental of the vehicle.”
Read more “Losing it over car rental “loss of use””

Look out! Here comes electronic fuel metering

Ensuper/Shutterstock
Ensuper/Shutterstock
Karen Freeman thought that she’d returned her Chrysler 200 Sedan to the Richmond airport with a full tank. She thought wrong.

“An agent noted that the tank was full,” says Freeman, an architect from Atlanta. The gauge also registered that the tank was at capacity, she says.

But a few days later, when she reviewed her credit card bill, she discovered that Avis had charged her an extra $7.43 for 0.8 gallons of gas, or about $9.29 per gallon. She called the company to complain.

“A representative told me that according to a satellite, when I picked up my car, it had 16.9 gallons in it,” she says. “And when I returned it, it had 16.1 gallons. I checked the ticket from pickup and there’s no mention of the fuel quantity other than ‘G8’ — which means full.”
Read more “Look out! Here comes electronic fuel metering”

What will your next rental car know about you? Everything

1-IMG_2918

I had a chance to see the car rental of the future yesterday, and it’s a smart set of wheels.

The preview, which was part of the unveiling of Hertz’ upgraded location at San Diego International Airport, was meant to show off the first of several new facilities designed to bring you a “completely new” car rental experience.

The changes are impressive. Hertz is streamlining the rental process to prevent long wait times for rental vehicles with “virtual” kiosks that videoconference you with a representative in an Oklahoma City call center. It released a new app that send you shuttle wait times and is installing recharging stations and printing facilities for business travelers.
Read more “What will your next rental car know about you? Everything”

Help, my car rental company is charging me for a burnt clutch

bumpy roadQuestion: My husband rented a car from Hertz in Madrid last summer. The car broke while he was on his way back to the airport, and he had to abandon it by the side of the road in order to make his flight back to the States.

He informed the Hertz people at the airport what had happened and they told him it was fine and the car would be retrieved. Three weeks later, we received a letter that there was 850 euro charge for a burnt clutch on our credit card. We tried to contact Hertz Spain, both before and after the bill, to ensure the car had been collected and everything was fine but they didn’t answer the phone or respond to emails.
Read more “Help, my car rental company is charging me for a burnt clutch”

How can you be sure I damaged my rental car?

Haraldmuc/Shutterstock
Haraldmuc/Shutterstock
Question: My husband and I rented a car from Hertz in Munich last summer. The rental process was incredibly time-consuming and after 45 minutes at the rental desk, a five-minute walk to the garage and then another 30-minute wait in the garage, we finally received our vehicle.

It was parked in the travel lane, so we hurried to load our luggage and ourselves into it and get out of the way. We were not offered the opportunity to examine the car. It was also dark in the garage and the car was black.

When we returned the car an attendant took a flashlight and examined the underside of the car bending down so her eyes were about six inches off the ground. She stated that there were “scratches.” She also pointed out a depression near the right side of the back window.
Read more “How can you be sure I damaged my rental car?”

An extra $55 for taxes on my pre-paid car rental? Seriously?

Photopixel/Shutterstock
Photopixel/Shutterstock
Question: We booked a ten-day vacation package in Cancun, Mexico through Hotels.com that included air, hotel and a rental car. Taxes were included in the price of the rental car.

When we arrived at the Hertz rental counter, we were told there was an additional tax of about $55. I paid the additional tax at checkout, expecting to be reimbursed from Hotels.com.

I’ve written two emails to Hotels.com, but both have gone unanswered. When I called the company, a representative told me the $55 charge was a “deposit” that would be returned to me. But a call to Hertz confirmed it was a tax and no refund was due.
Read more “An extra $55 for taxes on my pre-paid car rental? Seriously?”

Oh no, I’m stuck with two car rental bills

evening roadQuestion: My husband and I recently rented a car via AutoEurope for a trip to Germany and the Czech Republic. We received a pre-paid voucher for a rental from Hertz.

When we landed in Munich, Germany, a Hertz representative told us our reservation had been canceled. After some delay, checking on his computer and his garage, he assured us that we could obtain another smaller car. He said it would cost slightly less than our original rental amount, but that we would have to take up the refund of the original reservation with Auto Europe.

My husband signed a new charge slip (of course, all in German) and we were glad to finally be on our way. The Hertz agent only gave us a credit card receipt, but no rental agreement.

While still in Europe, my husband sent an email to AutoEurope, letting it know about the cancellation. We returned the car without incident.
Read more “Oh no, I’m stuck with two car rental bills”

Should I have to pay for my car rental to be towed?

Photo by Thierry Gregorius/Flickr Creative Commons
Question: We rented a car from Hertz in Ireland and had a flat tire. After a lengthy dispute between Hertz and our credit card company, we’re getting letters from a collection agency. I hope you can help me.
Read more “Should I have to pay for my car rental to be towed?”

Wow, those car rental tolls can really add up!

Highway overpass / Photo by James Yu – Flickr Creative Commons
It cost me $27.10 in tolls and fees to make the round trip between the Orlando airport and my home in Winter Springs, Fla., in a rental car last month.
Read more “Wow, those car rental tolls can really add up!”