Hertz Car Rental

Just a quick note to tell you about one of your personell at Denver Intl. at the Hertz Rental area. Her name is Arana. I did not get the last name(security?). I was pleasantly surprised with het attiude towards the customer in front of me and then she continued her smile and helpfulness with me. I have had some nice interfaces with your people before but this was the most helpful, aware and friendly one I have dealt with. Please make her supervisor aware of this.I don’t know if you need this info or not but the rental agreement was RR379598800. Date was 7/27/10. Sorry about the delay in sending this, I just found out how to contact you.

Thank you
John Wittersheim

Status: Connected

 Martha Y: Hi,
my name is Martha Y. If you have a Billing question or need to contact Customer
Service, call 1-800-654-4173.  Otherwise how may I help you navigate
Hertz.com?

 Nancy : I
wanted to get my account upgraded.

 Nancy : I
have rented 17 times this year and I saw on the website you can get 5 Star if
you rented 10

 Nancy : 

 https://www.hertz.com/rentacar/emember/join/overview.do

 Martha Y: that
is done at the end of the year, It’s start on 01012011 and will be done
12312011, and hertz will automatically upgrade you.

 Nancy : How
can I get upgraded for 2011?

 Martha Y: on
01012012

 Nancy : Yes
but I want it to begin today?  Is there a fee for that?

 Martha Y:
                 no    
                     
                     
                     
                     
                     
   

 Nancy : No
there is no fee?  or no i cannot get upgraded now?

 Martha Y: no
to all of it

 Nancy : On
your website it reads… “The annual membership fee is $60.”  Do
you get anything for $60?  

 Martha Y: gold
is for express service , so you do not have to go into the counter,and
 courtsey upgrades if available

 Nancy : How
do i go about getting the Gold service?

 Nancy :
Would it start today?

 Martha Y: log
in anc click upgrade to gold 

 Nancy : I am
logged in, I do not see “upgrade to gold”?  Can you tell me
where it is?

 Martha Y: no

 Martha Y: log
out

Dear Sir,

First of all, I would like to
apologize for my limited knowledge of the English language. I am from The
Netherlands, and I had to use dictionaries and the internet to translate this
letter into English. Moreover, you might not be the right person to address my
official complaint about the way I have been treated by HERTZ Israel. If so,
would you please be so kind to forward this email to someone who might be able
to help me, or to inform me to whom I am supposed to address my
complaint.

My name is Johannes Vrij, my
address is Marshof 31, 6215 VS Maastricht, The Netherlands. On February 1, 2011,
I made a reservation for a rental car, via the website of Auto Escape. I rented
a FIAT DOBLO A/C (or similar), reference number P0131X7564. Pick-up date was
03-04-2011, drop-off date 15-04-2011, pick-up and drop-off location TEL AVIV BEN
GURION AIRPORT, and the number of the rental agreement is 2073484. I paid the
total amount in advance, by credit card, and Auto Escape emailed me a
voucher.

During the rental period, I got
involved in a car accident. While waiting and standing still for a checkpoint, I
was hit from behind by another car. I have made photos of the damage on the
rental car, photos of the car that hit me (including the number plate!) and
photos of its driver. The driver was not willing to identify himself, but
fortunately I have three witnesses. After the accident I contacted HERTZ to
report the accident and to ask what to do. Because the damage was very minor –
no essential parts were hit, only the paint on the right backside of the car was
damaged – the rental car didn’t need to be replaced. The day after I went to the
police office to report the accident and to ask for an official police report on
paper.

When I returned the car, the
employee who checked the status of the car didn’t even notice the damage! He
handed the papers over to me and said that everything was okay. I myself had to
draw his attention to the damage! In the office, I handed over all the
documents, including the police report. I even offered to make a copy of the
photos, but the receptionist assured me it wasn’t necessary, because the number
plate of the car that has hit me, was already mentioned in the police report. So
I asked whether HERTZ needed any additional information from me and whether
there were any consequences. The answer was negative, because the accident
wasn’t my fault and because I had already done everything that I was supposed to
do (reporting the accident as soon as possible to HERTZ and to the
police).

I was completely astonished that on
August 7, 2011, almost four months after the drop-off date, and without any
further notice, HERTZ charged me an additional 518,41 USD. Because – in my
opinion – this had to be a mistake, I contacted HERTZ Israel and asked for an
explanation.

On December 18, my request was
being answered by Mr. Igor Berlin (igorb@hertz.co.il). He
asked me for the photos we had made of the car accident. He told me he needed
the pictures to check if the third party could be sued for causing the damage.
(After more than eight months??? What has HERTZ Israel been doing during all
that time???). Unfortunately, my colleague had deleted all the pictures except
one (because they were not needed when we returned the car). I emailed the photo
to Israel.

Because HERTZ Israel refused – and
still refuses – to pay back the money they have ‘stolen’ from me and my
colleagues, I asked Mr. Berlin for copies of the official damage report and the
specified bill of the car repair. And again, HERTZ Israel refused. The only
document they were willing to send to me, was a handwritten note from Mr.
Berlin, mentioning the total amount and containing a stamp of HERTZ Israel. Such
a ‘document’ is of no use at all! Till now, I still don’t know whether or not
the damage on the car is really repaired, by whom, and what the total repair
costs are (and – even more important – why I am supposed to pay for that
damage!!!)

But there is more. I also have been
charged by HERTZ Israel 16% VAT over the costs of the damage – they call it
‘Excess’- and the airport service fee (243,95 EUR in total), but also over the
total costs of the car rent, paid by me to Auto Escape, on February 1, 2011
(557,14 EUR). But that sum included already 17% BTW (= VAT in The Netherlands)!
And I can prove that statement, because it is printed on the voucher that Auto
Escape emailed me: “This rate includes: VAT 17% inclusive”. This means that I
have paid 16% + 17% = 33% VAT in total (and even more, because HERTZ Israel also
charged 16% VAT over the 17% VAT I already had paid). And again, Mr. Igor Berlin
refuses to pay me back.

One more detail. The bill that Mr.
Igor Berlin emailed to me, was made up both in Israeli (NIS) and in European
currency (EUR). But instead of charging me in either NIS or in EUR, Mr. Berlin
converted the Israeli shekels into US dollars (USD) – I don’t have or use US
dollars – after which my bank had to convert the US dollars back into euro’s.
And of course, both exchange costs were mine too!

I am convinced that I have done
nothing wrong. We got hit from behind by another car, while we were standing
still. I immediately reported the accident to HERTZ Israel and it took us a
whole day of our holiday to get an official police report. I have three
witnesses of the collision; two of them made pictures of the driver, his car and
the cars license plate. What could I have done more? When I rented the car, the
taxes (17% BTW) were included, it is stated on the voucher. When I returned the
car, the receptionist told me that my credit card would only be charged with the
costs of the airport service fee (I knew that and I agreed to it, because that
is also stated on the voucher). We really don’t understand what is happening
now. I do hope that you can imagine that we feel ‘robbed’ by HERTZ. Is this
really the way HERTZ treats its customers? Please, help me, because
corresponding with Mr. Igor Berlin makes no longer sense!

I can email you all the documents
and a survey of the complete correspondence, if you wish me to do
so.

Sincerely yours,

Hans Vrij

The Netherlands

Your employee Dalwinda Uppal at East Midlands Airport UK last month called the Police claiming Racial Abuse because I could not pronounce her name. Police found no case to answer and explained Dalwinda Uppal was stressed. Fine for me to have my character defamed and the humiliation of a Police interview. Hertz response “they owe Dalwinda Uppal adity of care”. Multicultural Brtitain, the olympic host, has gone mad. pleanty of other car hire companies out there.