In December I took my vehicle to a local body shop to have it repaired. When the repair took longer than expected and left us without a vehicle over the Christmas holiday the body shop offered to cover the cost of a rental for the weekend. They called and made arrangements for a vehicle on their account.
When I went to pick up the vehicle I was asked to give my credit card for "incidentals". I did so in good faith. I returned the car on time with a full tank of fuel with no damages.
In late January I checked my credit card online and realized that I had been charged $342.60. I then called Hertz and asked why I had been charged since I didn't agree to pay for it, that they had agreed to bill the body shop on their account. Their response was that "they didn't get paid within their terms so they charged my card." I then called the body shop and asked them what was going on and they said they had never received a bill and that they would contact Hertz and get them paid so that I may get my refund. They did so within the next business day.
I then contacted Hertz and was told that "I would have to wait for the credit to my card until their check had cleared". The charge on my card was initially $175.68 overcharged to begin with and I was assured that that amount would be refunded, that it had been processed and to be patient.
The body shops payment was for $166.92. That was the correct price of rental. My husband then called Hertz's corporate line since they had received payment from the body shop who they originally agreed to bill in the first place and to boot they had overcharged as well. He expressed his frustration in an articulate manner. The customer service rep hung up on him.
I called back and got a supervisor on the line that then proceeded to call the actual Hertz location and gave me the same answer. My money would be refunded to just be patient. When I asked how long it would take, I was told they didn't know. I then called the regional director for Utah and didn't receive a call back for a few business days. When my husband was contacted by the regional director, he was assured that everything had been processed and would take a few days to be credited back. She then offered to let us have a rental for $40 for a few days time for our trouble. Sure like I'll be giving them my credit card again.
It has now been 9 business days and the credit for the actual amount of the rental, which was $166.92, was credited back to my card. However the refund for the overcharge still is not on my account. I called again today and was given the same story about being patient. I was told that I would see the credit in 5-7 business days. I have now paid interest on this money. I would have simply disputed it, but because I had actually given them the card, regardless of what I agreed to pay, my card company told me that it would be a more arduous process to get the money back and would take possibly a month and since I had been told it would be resolved in a few days, I decided to wait.in hindsight that was a bad choice.
I feel as if my card has been stolen out of my purse. Do not trust Hertz to resolve a problem for you. Effectively this company has been paid $509.52 over a month and a half ago for a $166.92 rental and have treated me like I am a creep for being angry that they are so incompetant they can't even get my card credited back. AND I NEVER AUTHORIZED IT!
If I treated my customers like this we wouldn't have any.
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