We couldn't be more disappointed to find this is no longer the case.For retail rentals only secured with Extended Protection within the cost of the rental (excluding any liability protection or insurance coverage provided under a commercial contract), the following shall apply:Įxtended Protection (EP) (Where available): Owner provides Renter or any AAD with third party liability protection in an amount equal to the minimum financial responsibility limits applicable to the vehicle (the Primary Protection). The rental process was easy, their policies were above board, and their employees were honest and polite.
Hertz used to be high-end in the world that is rental car companies. The FPO is theft, plain and simple, and either they train their employees to lie to customers in order to sell it, or, at minimum, when their employees do give incorrect information, they do nothing to make it right. They know their customers are prime targets for these practices, because they're often exhausted travelers who are waiting in long lines at busy rental agencies, balancing their belongings in one arm and at their feet while an agent quickly slides pages across an electronic pad for them to quickly read and then points to places for them to initial and sign. They don't care their policies are deceptive and predatory. They don't care their own employee gave us incorrect information, not one, but three times. We've now gone back and forth a few times, but, frustratingly, Hertz's responses are nothing more than canned corporate BS and claim since we signed the rental papers, we agreed to the FPO, so they get to keep the ¾ tank of gas we bought them. After waiting a few days to receive the refund, on November 1st we began emailing (we called but were told the only way to contact customer service is through email). However, the email receipt we received after we headed to our plane showed no such refund.
HERTZ LOS ANGELES AIRPORT NUMBER FULL
We'd initially paid $81.01 for a full tank, so, according to our calculations and the information their own agent assured us 3 times over, Hertz owed us a refund of roughly $60.75. We drove the car 125 miles over 48 hours and returned it with ¾ tank of gas. Finally, when we felt sure we'd heard her correctly, we agreed to the FPO, even saying we were happy to hear the deceptive policy had changed for the better. My husband then confirmed with her yet again, because her answer seemed too good to be true. I asked her again to make sure I understood, "So, we only end up paying for the gas we use and not more if we choose the FPO?" She said that was correct. The agent insisted this is not how Hertz operates, and we'd only be charged $4.38 per gallon (a good rate in LA). We immediately said no, and I even explained we never use an entire tank of gas, so we had no interest in buying Hertz a full tank when we could just fill it up at one of the many stations on the way back to the airport. She asked if we wanted to buy the fuel purchase option (FPO). The agent quickly greeted us and was very pleasant. Even though I'm Gold, we weren't on the board and had to speak to an agent to secure our car.
We rented a car from Hertz at LAX at the end of October 2019.
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