I rented a car in Dublin, Ireland for 11 days to be returned to Wexford, Ireland Ferrybank station. I rented online for $150.17. This included the car rental for 11 days and Additional Items Included In Total Approximate Charge: Drop fee estimated mileage, location service charge. I prepaid for the car and was sent a prepaid voucher to be given to the Hertz representative in Dublin.
When I went to pick up the car, I was asked by the Hertz representative if I needed insurance. I explained to the gentleman that my credit card would cover it. He then told me that I HAD to purchase what he termed 'basic insurance'. I acquiesced, thinking I had no other choice. I also agreed to return the car empty of gas and be charged for a tank of gas.
Well, imagine my surprise a couple of weeks later when I tried to use my credit card and it was rejected because I was over my limit.in addition to the $150.17 they had already charged me, Hertz charged me an additional $434.25. (3x the amount I expected to pay) I called the company and asked about mandatory charges for insurance. I was told that insurance was optional not mandatory. So basically, I was blatantly lied to by the agent in Dublin.
I have since them launched a complaint with Hertz about the charges. Not only did they charge me 156.54 Euros for insurance, they also charged me 50 Euros for a miscellaneous charge, 48 euros for theft protection, and 22.91 Euros for location service charge (which was supposed to be included in voucher) (Keep in mind that the Euro is about X1.5 the American dollar)
They got back to me, first stating that the 50 Euros charge was because I returned the car to the wrong location. They also said they were sorry there was a 'misunderstanding' about the insurance but that I had to pay for it because I agreed to it.
I replied to them that I had not returned the car to the wrong location as evidenced by the car rental agreement. I also stated that there was not a 'misunderstanding' about the insurance but that I was lied to and told that it was a mandatory expense.
I got another response from then stating
"Dear Ms. Thompson: We have received your reply to our October 9 E-mail. Thank you for the opportunity to review this matter further. First, we would like to clarify some of the charges for you. The 22.03euro charge is not actually an upgrade fee it is a drop-off fee due to the vehicle being returned to a different location. This amount was not included in your pre-paid voucher. However, we have verified the 22.91euro location surcharge was included in your pre-paid voucher but it is still listed on the receipt and so is the rental rate even though it is also listed on the rental agreement. Theft Protection (TP) and Collision Damage Waiver (CDW) are not mandatory and are optional items. We regret any misunderstanding regarding the TP and CDW. Since the rental record shows you accepted TP and CDW, we cannot refund the charges after the rental has been completed. Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement.in regards to the 50.00 euro additional charge it is noted as an out off hours fee which generally means that the vehicle was returned when the location was not open. The Ireland office had informed us it was a penalty charge due to where the vehicle was returned. Therefore, we are contacting their office again for further clarification or credit of this fee. Please be assured we will respond to you again as soon as we receive their reply.
They changed their story on the 50 Euro charge stating that the location that I returned the car to was not open at those hours. I looked the rental location up online and they list their hours and being and open hour when the car was returned.
I responded once again with the fact that there was not a 'misunderstanding' about the insurance but that I was lied to. I also told them to check their web site about the opening hours of the Wexford, Ferrybank station and they would see that I returned it during those hours.
I'm astounded that such a huge corporation would resort to deception and fraud to make a few more 'bucks'. I'm also enraged by that fact and also the fact they won't admit to being wrong. I will never ever rent from the Hertz Corporation again.
Jlayne68
Lubbock, Texas
U.S.A.
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