Did Hertz deceptively make me sign up for insurance?

[knightrider]

Been renting cars for 20+ years and I ALWAYS decline all insurance. This time I was with my family and kid so a little bit distracted. The agent said something about which "package" do you want. Don't recall the exact wording but fairly sure I did not hear the word insurance. He presents a laminated poster with three different "packages". The lowest one being "BASIC". Don't remember what the others were called. In my haste I just assumed BASIC meant no insurance so I picked that. He gave me a receipt and I noticed a $200+ charge on it. Didn't think much of it since I assumed that was the generic charge for the rental car ( it was pre-paid via Hotwire for around $170 ).

So after returning the car I noticed a $209 charge on my credit card from Hertz. I looked up the receipt online ( they said they would email it but I never got it or missed it ). The receipt says it is for "DAMAGE WAIVER (CDW/LDW) 209.94 "

Please no victim blaming as I know that is all too common on this board. I want to know from people who have used Hertz if they agree this is a deceitful practice to get you to sign up for insurance unknowingly. If so I will just dispute the charge. Otherwise I will chalk it up to my being distracted and not careful.

[tibbitts]

I had something similar happen to me when I had to make a one-day rental at a Hertz counter (so not the usual reservation procedure) under hectic/unplanned circumstances, even though I have the usual Gold profile specifying no insurance, etc. I just paid it. I don't believe you'd win a dispute if you go that route as realistically it was probably just that neither of us was paying enough attention.

[benne77]

This is standard for them unfortunately. I remember the last time I rented from enterprise it went like this.

Employee: Okay we have your car all ready, do you want basic coverage or full coverage.

Me: Is there an option where I can waive it and not choose either.

Employee: Yes.

Me: Okay then I will waive it.

[yogesh]

I had same experience in last trip.
Waived coverage at rental desk
Receipt has charge for coverage

[HIinvestor]

We have had similar incidences. It’s very irksome. Once they high pressured my husband to sign up for insurance when we just wanted our car and to get us and the kids to the hotel. Once we got to the hotel and settled, I called rental agency and asked where nearest place to return the car was because I was so annoyed by all the add on charges. They apologized and asked if we would keep the car if they just charged us the Costco price with no add ons we had reserved. We agreed and I made sure to get my receipt and that it showed the same price as my original Costco reservation.

You may be able to contest with the credit card company.

I contested when my husband used credit card on pay phone at airport (yes he had no change and didn’t have his cell phone) and he was charged $5.50 or something for a 3 minute local call! The credit card company asked what I was willing to pay and I said $.25 of $.50, so bill was reduced to that amount.

[JBTX]

Been renting cars for 20+ years and I ALWAYS decline all insurance. This time I was with my family and kid so a little bit distracted. The agent said something about which "package" do you want. Don't recall the exact wording but fairly sure I did not hear the word insurance. He presents a laminated poster with three different "packages". The lowest one being "BASIC". Don't remember what the others were called. In my haste I just assumed BASIC meant no insurance so I picked that. He gave me a receipt and I noticed a $200+ charge on it. Didn't think much of it since I assumed that was the generic charge for the rental car ( it was pre-paid via Hotwire for around $170 ).

So after returning the car I noticed a $209 charge on my credit card from Hertz. I looked up the receipt online ( they said they would email it but I never got it or missed it ). The receipt says it is for "DAMAGE WAIVER (CDW/LDW) 209.94 "

Please no victim blaming as I know that is all too common on this board. I want to know from people who have used Hertz if they agree this is a deceitful practice to get you to sign up for insurance unknowingly. If so I will just dispute the charge. Otherwise I will chalk it up to my being distracted and not careful.

https://www.elliott.org/company-contacts/hertz/

If I were in your position, I’d use the executive contacts above and politely explain you have rented for decades and you feel the pricing was misrepresented and you’d like a refund. I’ve generally found using this approach highly effective. If it doesn’t work you can nonetheless voice your dissatisfaction with the transaction to someone that matters.

[Katietsu]

The laminated poster that I have been shown at Hertz is clearly outlining insurance coverage options. Maybe without the poster the agent’s script could be misleading. But, I would chalk it up to being distracted.

[Rocky Mtn Man]

Please no victim blaming as I know that is all too common on this board.

100% Agree.

Also, yes I concur their presentation style is unethical. Unfortunately not illegal.

[CygX1]

Whenever I rent a car I hand my credit card and license to the receptionist and state, "I decline all insurance coverage and will return the gas tank full." That usually bypasses their script to upsell me.

[Goodenoughforme]

I too would chalk it up to being distracted.
Also as a side note, booking via Hotwire probably prevents you from using your Gold service (where you bypass the rental counter).
Perhaps another way to look at this situation is it might have been a wise "purchase", if the car became involved in an accident where Hertz would then cover you for any collision damage to the rental car.

[nisiprius]

https://www.elliott.org/company-contacts/hertz/

If I were in your position, I’d use the executive contacts above and politely explain you have rented for decades and you feel the pricing was misrepresented and you’d like a refund. I’ve generally found using this approach highly effective. If it doesn’t work you can nonetheless voice your dissatisfaction with the transaction to someone that matters.

This. It has a good chance of success. I have in the past used the CEO's address, which I usually got from the company website, "investor relations," "annual report." And/or Wikipedia. JBTX's "company contacts" website is cool, I didn't know about it.

Write a paper letter, mail it in a hand-addressed envelope with a stamp on it. The letter should be less than a page long. The first sentence should state what you want them to do--reimburse you for [dollar number] of insurance mistakenly purchased. Avoid all legalisms. Use "feeling" language; in effect, "I feel it was unfair because the presentation encourages mistakes in a stressful situation," or even just say "I purchased it by mistake in a stressful situation." The tone should be cordial. The message is "I've been a happy customer for a long time, now I am unhappy, do this small thing and I will be happy again." Stick the facts, make it about the money, you just want your money.

"Plan for success," meaning make it easy for them to do what you want. Don't forget to include your contact information including a street address! As an attachment, attach exactly the right amount of documentation to establish that you actually rented the car--date, time, location, contract number, etc.--and how much you paid for insurance. Circle the relevant numbers, particularly the number that establishes how much you paid for insurance.

Years ago I used to enclose a self-addressed stamped envelope but it was never used so I don't recommend it.

My opinion is that something can be legal and unfair at the same time. Of course they are taking advantage of people whom they know they are distracted and in a hurry. Imagine holding up the line while you actually read the contract printed in light grey on the back of the page.

[stocknoob4111]

If you are Hertz Gold you do everything online and go directly to your car and I have my settings such that all insurance coverages are already declined so there is no scope for anyone to pressure you into anything. It's free to sign up and very well worth it.

In your case I would say it's a mistake on your part for not reviewing the contract carefully so i'd just let it go.

[tibbitts]

If you are Hertz Gold you do everything online and go directly to your car and I have my settings such that all insurance coverages are already declined so there is no scope for anyone to pressure you into anything. It's free to sign up and very well worth it.

In your case I would say it's a mistake on your part for not reviewing the contract carefully so i'd just let it go.

Gold (or whatever flavor of elite rental program you have) or not there are circumstances when you find yourself with a surprising and urgent need for a car, possibly simultaneously along with everyone else at that location. When you can get to the counter before (almost) everybody else you might do that because under those circumstances having a car with (depending on the location) keys-in-hand beats having a car supposedly allotted to you on the internet.

But yes that can make you much more prone to mistakes as happened in my case. But now I'm remembering that since I had used Hertz points for that rental I wouldn't have had my CC coverage. I think the confusion was that I wanted the damage waiver but not all the other options that they wound up giving me (liability, etc.) - and those other coverages add up too.

[Watty]

Please no victim blaming as I know that is all too common on this board. I want to know from people who have used Hertz if they agree this is a deceitful practice to get you to sign up for insurance unknowingly. If so I will just dispute the charge. Otherwise I will chalk it up to my being distracted and not careful.

I don't think it is a situation where you should dispute the charge with the credit card company since you did approve the charge and signed the paperwork. Disputing the charge with Hertz would be fine.

[02nz]

I had same experience in last trip.
Waived coverage at rental desk
Receipt has charge for coverage

You should always get a printout of all the charges before you leave the rental counter to get the car, showing clearly what you're paying for.

[grogu]

Not Hertz, but I actually had an even worse experience with Fox on a recent car rental. The agent insisted that I had to purchase their insurance, even though I told her repeatedly that I had my own insurance and didn't want to purchase theirs. She told me it was "illegal" not to buy their insurance. After the rental ended (and I was charged $100+ for the insurance), I wrote the company a sternly worded letter, and to their credit they did refund the insurance charge without much pushback. But I imagine they have fleeced a lot of others.

[knightrider]

You should always get a printout of all the charges before you leave the rental counter to get the car, showing clearly what you're paying for.

Yes I did do that and noticed a $200+ charge there. But the amount seemed very similar to my pre-paid amount from the Hotwire booking. So I assumed it was referencing that somehow. Instead of the actual discounted rate it was showing the "counter" rate is what I thought..

[nguy44]

Gold (or whatever flavor of elite rental program you have) or not there are circumstances when you find yourself with a surprising and urgent need for a car, possibly simultaneously along with everyone else at that location. When you can get to the counter before (almost) everybody else you might do that because under those circumstances having a car with (depending on the location) keys-in-hand beats having a car supposedly allotted to you on the internet.

My experience with Hertz in those "urgent" situations, as a Gold member, is that it is still worthwhile to book something online (using your phone or tablet), as that becomes priority over going to the counter. For example I have done this when flight cancellations have occurred and a car became a necessary option. While folks are rushing to the counter I have booked online and always gotten a car before those in line. Something to consider for the future.

I have never had that insurance "deception" happen to me with Hertz, but it did happen with Budget Car Rental, where they insisted I *had* to buy insurance thru them (even though my CC provided that coverage). I had not chosen Hertz that time because Budget offered such a cheap rate... but I learned my lesson that "cheap" is not always "best", walked away from the counter and used my phone to book a Hertz car. Sometimes it is worth paying more for much less or no hassle.

[Mr. Buzzkill]

Not rented from hertz since before COVID-19 but I have had a hertz Gold membership number which gives me predefined terms/options (like no CDW) that I can select in my profile and are applied to every reservation made under my Gold number

Whenever I rent a car from any agency at the main desk instead of by frequent customer profile and express pickup, I ALWAYS scan the paperwork for the check box items like CDW before I sign.

[rich126]

It is kind of sad that many businesses now rely on taking advantage of customers. At one time you would try to treat customers fairly so you could have them long term and get more business via word of mouth but now it is to squeeze every penny from the customer. Rentals cars, hotels, some restaurants now with various extra fees, etc.

[clemrick]

I don't understand. What did you think the package included?
Why would you think insurance wasn't included since that is the main thing they try to sell at the desk?

[adamthesmythe]

We should thank OP about a reminder to check carefully when renting a car, particularly since one may be tired after getting off a long flight.

We always knew that the purpose of the staff at the rental counter was mostly to do the upsell. USUALLY you can get them to give a pass if you have a frequent renter card or appear to know exactly what you want. That allows more time for them to work on the marks.

Yes, a bummer that so many businesses have a business model that relies on confusing the customer. Like buying a phone plan...

[TravelforFun]

It'll be interesting to see how this case is resolved. If Hertz removed the charge, what would keep someone from accepting the Basic coverage, driving the car for days, returning the car, and, if there were no incidents, asking for a refund of the insurance charge since they 'misunderstood' what the agent presented to them at check out?

TravelforFun

[one_speed]

It is kind of sad that many businesses now rely on taking advantage of customers. At one time you would try to treat customers fairly so you could have them long term and get more business via word of mouth but now it is to squeeze every penny from the customer. Rentals cars, hotels, some restaurants now with various extra fees, etc.

Agreed, but then again look at those quarterly earnings!

Every dollar of value returned to a shareholder came on the back of a customer or worker.

[tibbitts]

So this was Hotwire? Hotwire seems to work several different ways, or at least used to. They had the option to pay ahead and they chose the rental brand, then they had seemingly regular travel agent-like reservations without prepay, then regular reservations with prepay. I haven't used them recently. In any case I'd say your odds of any "courtesy" adjustment by Hertz (even though these charges are from Hertz) are less using Hotwire (or Costco, etc.) than renting directly.

[Doctor Rhythm]

Yes, it sounds like you were railroaded into buying something you didn’t want. I’m not sure you can or should do anything about it since you signed the contract.

I agree with your practice to always rent and pre-pay for the car on-line before arrival. Advantages are:
1. Easier to shop prices between agencies
2. Can play the book-cancel-rebook-cancel-rebook game with refundable reservations
3. Time to read the rental contract, which is pretty much the only situation where I actually read terms and conditions.
4. Everything is paid up, so no surprises and only expected charge would be for the deposit hold. This seems to be where you messed up. If you prepaid on Hotwire, why did you agree to pay a $209 charge at the counter?

[increment]

I have never had that insurance "deception" happen to me with Hertz, but it did happen with Thrifty Car Rental, where they insisted I *had* to buy insurance thru them (even though my CC provided that coverage). I had not chosen Hertz that time because Thrifty offered such a cheap rate

Hertz has owned Thrifty for ten or so years now.

[KyleAAA]

In my experience, rental companies are used to getting these complaints and will remove the charges no problem if you call them. They hope most people won't bother.

[NotWhoYouThink]

Sounds like the same chart the finance guy at the car dealer gives you, that lists the warranty options. And then they require you to sign a "waiver" confirming that they offered you a warranty plan and you refused it.

We rented a car from Nextcar through the AMEX travel portal. Showed up to pick it up and they don't take American Express. That was a surprise.

[TLL24]

I’ve had two similar experiences where they were purposefully vague and it ended with a larger bill for me.

I was able to get a full refund each time. First I called customer service and explained how they were not clear when explaining the option, both of those attempts were unsuccessful. Second, I found customer service on social media (Twitter both times) and in private messages explained my story and successfully received refunds that way. I assume they’re more worried about me sharing my story on social media and that customer service team has more leeway to issue refunds.

[Nate79]

Yes, it sounds like you were railroaded into buying something you didn’t want. I’m not sure you can or should do anything about it since you signed the contract.

I agree with your practice to always rent and pre-pay for the car on-line before arrival. Advantages are:
1. Easier to shop prices between agencies
2. Can play the book-cancel-rebook-cancel-rebook game with refundable reservations
3. Time to read the rental contract, which is pretty much the only situation where I actually read terms and conditions.
4. Everything is paid up, so no surprises and only expected charge would be for the deposit hold. This seems to be where you messed up. If you prepaid on Hotwire, why did you agree to pay a $209 charge at the counter?

Not sure railroaded is the same thing as failure to pay attention.

[nguy44]

Hertz has owned Thrifty for ten or so years now.

My mistake due to old age - it was Budget. Original Post corrected.

[seawolf21]

I had same experience in last trip.
Waived coverage at rental desk
Receipt has charge for coverage

You should always get a printout of all the charges before you leave the rental counter to get the car, showing clearly what you're paying for.

+1

And download Google translate when going to a foreign country if the rental agreement is not available in English.

[AerialP]

Whenever I rent a car I hand my credit card and license to the receptionist and state, "I decline all insurance coverage and will return the gas tank full." That usually bypasses their script to upsell me.

This. Mostly. I am neutral-to-pleasant as I say "Decline decline decline" at the first offering and they almost all know that means the answer to the subsequent upsell offerings are also being declined. Then at the fuel prepay offer my standard reply is "I will bring it back as it is or better" since sometimes the tank goes out at 7/8ths or 3/4 full and I'm not going to split hairs over spending $5 extra on fuel when I invariably top it off before returning it

[hoofaman]

It's possible you may have missed or overlook what the agent said because DAMAGE WAIVER (CDW/LDW) isn't insurance, and I think they have separate offerings that provide actual insurance, so I don't think the word insurance would have been used, the CDW is a waiver of liability

I use my own insurance when I drive rentals, but I still pay for the CDW. Not saying you should, just saying you may have overlooked it because of the wording used by the agent. Still, if you didn't realize you were paying for it, that's not good, it should have been made very clear

[MDfan]

Not Hertz, but I actually had an even worse experience with Fox on a recent car rental. The agent insisted that I had to purchase their insurance, even though I told her repeatedly that I had my own insurance and didn't want to purchase theirs. She told me it was "illegal" not to buy their insurance. After the rental ended (and I was charged $100+ for the insurance), I wrote the company a sternly worded letter, and to their credit they did refund the insurance charge without much pushback. But I imagine they have fleeced a lot of others.

Fox is by far the worst and nobody else is even close. We rented from Fox one time because their price was a good bit cheaper than anyone else. Classic example of you get what you pay for because the rental line was three times as long as anyone else and customer service was awful. Would never even consider Fox again no matter how low their price is.

[zincTwo]

If you have a Hertz online account, check your online Profile Preferences. My [Gold] account allows me to set country specific vehicle preferences, including my defaults for Insurance protection & suppliments, Loss Damage Waiver, etc, (all of which I decline).

Of course, you can override the defaults at time of rental, if you choose to do so.

[knightrider]

Heard back from Hertz today and they have refunded the charge:

After reviewing your account, the adjustment was made on May 7, 2024, amounting to $209.94. Please wait for the refund within 7-10 business days.

We appreciate the opportunity to look through this, and we hope to serve you again in the future. Thank you for contacting Hertz.

For sure will be far more careful next time in these situations!

[skeedortch]

How did you contact Hertz to get this favorable resolution? I had the same thing happen to me and wanted to try your approach too. Thanks!

[CC1E]

For all rental car companies step one is creating an account with them online and setting all preferences to decline insurance coverage. Once you have that you can usually avoid the rental counter altogether at larger airports. They tell you where your car is parked and you go directly to it. They check your ID at a booth on your way out of the lot, but don’t try to upsell you. I do this with Hertz and National all the time. No waiting in lines and no dealing with sleazy reps.

[LotsaGray]

Been renting cars for 20+ years and I ALWAYS decline all insurance. This time I was with my family and kid so a little bit distracted. The agent said something about which "package" do you want. Don't recall the exact wording but fairly sure I did not hear the word insurance. He presents a laminated poster with three different "packages". The lowest one being "BASIC". Don't remember what the others were called. In my haste I just assumed BASIC meant no insurance so I picked that. He gave me a receipt and I noticed a $200+ charge on it. Didn't think much of it since I assumed that was the generic charge for the rental car ( it was pre-paid via Hotwire for around $170 ).

So after returning the car I noticed a $209 charge on my credit card from Hertz. I looked up the receipt online ( they said they would email it but I never got it or missed it ). The receipt says it is for "DAMAGE WAIVER (CDW/LDW) 209.94 "

Please no victim blaming as I know that is all too common on this board. I want to know from people who have used Hertz if they agree this is a deceitful practice to get you to sign up for insurance unknowingly. If so I will just dispute the charge. Otherwise I will chalk it up to my being distracted and not careful.

As described nothing deceitful or deceptive. If you have rented for decades you know you specifically initial at least twice that you are declining coverage and accepting liability for damages. I also expect the laminate card clearly discussed damage coverage.

I am sure will will claim and feel I am victim blaming but I am not because there was no victim. You were not a victim. You were distracted and likely rushed. How is that Hertz fault? They offered you the various levels of CDW and you accepted AND SIGNED/INITIALED for the one you selected. They provided the coverage and billed you as you agreed.

[bd7]

How is that Hertz fault? They offered you the various levels of CDW...

They did not offer the no-coverage option. This requires the customer to be aware that they have this option and expressly select it even though it wasn't "offered". To me that is an unethical sales practice and I put vendors that do this stuff in the "untrustworthy" category. Not all merchants and business people behave this way although a shocking number do throughout the business world. Sadly we all seem to accept it as normal.

[LotsaGray]

I had same experience in last trip.
Waived coverage at rental desk
Receipt has charge for coverage

If you waived at rental desk you would have had to initial such at least twice. I believe if you take coverage you also initial. But I do know the charges are there before you sign. Never had a major rental company try to slip in CDW. The one time a small cheapo company tried I simply refused to sign receipt until the charge was removed.

[LotsaGray]

How is that Hertz fault? They offered you the various levels of CDW...

They did not offer the no-coverage option. This requires the customer to be aware that they have this option and expressly select it even though it wasn't "offered". To me that is an unethical sales practice and I put vendors that do this stuff in the "untrustworthy" category. Not all merchants and business people behave this way although a shocking number do throughout the business world. Sadly we all seem to accept it as normal.

It is sold as and listed as an OPTION as in optional. Pretty much everything sold the vendor doesn’t say, or you can buy nothing.

[adamthesmythe]

Perhaps not quite the treatment that one expects from one of the majors, but then maybe Hertz is not one of the majors anymore.

Part of the business plan of car rental companies is to confuse the consumer, just like cell phone and internet companies. Unfortunately this is the reality and it means that new or distracted customers pay the price.

So yes, they did deceptively get OP to sign up for insurance.

[HooCares]

By all means call and plead your case for a refund, but I believe in caveat emptor. Everyone knows the deal with rental cars--they always try to sell you insurance/protection/prepaid gas/etc... It's up to you to say no -- and to know to say no. I won't "victim shame" you, but I also don't think you're a victim.

[JoeNJ28]

It is kind of sad that many businesses now rely on taking advantage of customers. At one time you would try to treat customers fairly so you could have them long term and get more business via word of mouth but now it is to squeeze every penny from the customer. Rentals cars, hotels, some restaurants now with various extra fees, etc.

Yeah but it helps my VOO holdings go up. If all rental companies do it where ya going to go.

[talzara]

It is kind of sad that many businesses now rely on taking advantage of customers. At one time you would try to treat customers fairly so you could have them long term and get more business via word of mouth but now it is to squeeze every penny from the customer. Rentals cars, hotels, some restaurants now with various extra fees, etc.

Yeah but it helps my VOO holdings go up. If all rental companies do it where ya going to go.

This is how Enterprise became the world's largest car rental company.

While Hertz and Avis were going through mergers, acquisitions, and spin-offs, Enterprise was renting cars. Enterprise is owned by the Taylor family, and it only goes to Wall Street when it wants to sell bonds. Hertz has had three CEOs in the last four years. Enterprise has had four CEOs since it was founded in 1957, and three of them were named Taylor.

In the J.D. Power surveys of rental car satisfaction, the three Enterprise brand always rank at the top. Half the time, they sweep the top three spots.

Enterprise's rise to first place did not make the S&P 500 go up.

Sixt's expansion into the United States also doesn't make the S&P 500 go up. Sixt is the German version of Enterprise: it's owned by the Sixt family, and the CEO is named Sixt.

When consumers find that they're being abused by shareholder-owned companies, they will switch to private companies. They may not know that it's a private company, but they do know that they're treated better.

[LotsaGray]

Perhaps not quite the treatment that one expects from one of the majors, but then maybe Hertz is not one of the majors anymore.

Part of the business plan of car rental companies is to confuse the consumer, just like cell phone and internet companies. Unfortunately this is the reality and it means that new or distracted customers pay the price.

So yes, they did deceptively get OP to sign up for insurance.

What specific deception did they use?

[martint]

How did you contact Hertz to get this favorable resolution? I had the same thing happen to me and wanted to try your approach too. Thanks!

I’m not the OP but I’ve had similar, very infrequent, issues with Hertz. In each case I politely mark the lowest score possible in the satisfaction email survey I received after the rental, along with writing a short paragraph in the free form section. I get a response a few days to couple weeks later.

Second anecdote, and not Hertz, but I have had some success with polite letters to CEOs or COOs, addresses found at https://www.elliott.org/company-contacts

In modern AI times, write the most freeform angry letter you want, to get the rage out of your system, then paste it into ChatGPT and ask AI to make the letter more polite.