Hertz Car Rentals
Hertz Tulum, Hertz Tulum, Mexico, Beware of "Guaranteed Rates", Quintana Roo

Welcome to my Hertz nightmare!

Presented my E-confirmation " Guaranteed Rate" from Hertz upon check in for an automatic Compact vehicle. Quoted rate was $15.00 USD plus taxes, fees etc totaled " Guaranteed Rate" of $20.46 USD, unlimited Kms, plus selected Loss Damage Waiver at $38.95 plus 10% tax= total of $63.30 USD.

Hertz Tulum stated no Automatic available so I accepted a Standard / Intermediate vehicle as there was 10 people waiting for an unclaimed vehilcle. Hetz explained that the rate would be calculated in Mexican Pesos, when I asked what rate, they would not answer.

Having been to Mexico many times I sensed a rip off in the works but decided to leave the argument until return of vehicle.

Returned the vehicle next day and the final bill ended up being totally inflated compared to the " guaranteed rate".

They had used 15 MXP to the dollar and had significantly over charged each tax, local service charge, Vehicle Licensing cost and Service charge so the bill ended up at nearly $100 USD!

When I challenged them on the MXP Rate and all the ridiculous rates they refised to deal with me and said" call Hertz when you get home!

" big mistake" on my part!

After waiting on the "Customer Service" phone line for 30 minutes I was told that they do not deal with "foreign franchise" problems and instructed to send an email.

Sent email off, finally got a template response 17 days later stating that the charges were correct? I challenged that response with their " guaranteed rate" and was told that, firstly the Franchise verified exchange rates daily (USD has NEVER traded at 15 MXP) and that the calculations were correct!

The long and short of it is Hertz refuses to accept any responsibilty for their " guaranteed rate" from their Franchisee.

I am still fighting with them and have filed a dispute with my Credit Card company.

Bottom line is that this is the worst Customer Service I have ever experienced and will never rent from Hertz again!

Lessons learned: If the daily conversion rate is not posted at the counter establish the rate before renting.

I will never walk away from the counter accepting " call Hertz when you get home". I will stand my ground and hold up their line all day if I have to, until I have my charges adjusted on site!

Never rent from Hertz in a foreign country, they will not go to bat for you when you return home!

Islabiker
Winnipeg, Manitoba
Canada

Company: Hertz Car Rentals
Country: Mexico
State: Other
City: Tulum
Address: San Francisco De Asis, Local 9
Phone: 529848712737

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