Initial Business Response /* (1000, 5, 2015/11/19) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I appreciate the opportunity to review Mr. [redacted]'s concerns regarding the additional charges billed to his account for cleaning charges. I apologize for any...
misunderstandings.
After reviewing the contract I do see where Mr. [redacted] has called in to the location as well as our Customer Service line multiple times to dispute this charge. Unfortunately Mr. [redacted] advised that he did have marijuana in the car. The location charged a cleaning fee because of the smell as well as left over residue from it, which caused a longer and more detailed cleaning.
In regards to Mr. [redacted] being told we will send him a paper bill; Hertz does not bill that way. We do run the card to get an authorization. If an authorization is declined then the contract will be direct billed.
We have made our final decision and we will not be reimbursing the cleaning fee due to Hertz not being able to rent the vehicle in the condition in which it was returned. Additional cleaning procedures were mandatory based on business rules and to prevent further service issues with other customers.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the cleaning fee is not the problem. The fact that Hertz Cuatomer Service as well as the location misrepresented themselves. Not only was I told my card would not be charged a cleaning fee, but I was told it would be refunded by the villing department. I was told that the car smelled like tobacco and that there is tobacco all over the car. That has nothing to do with weed inside a prescription pill bottle. So if Hertz is saying that I am being charge for admitting to carrying a legal prescription that is fine as well.
Howevee Hertz is breaking the law.
I was told that I would get my money back as a one time courtesy. When I asked about it I was told it was a mistake and that the person who told me was in training. The decision they are talking about is based on the location saying that they had to clean the car for tobacco. Hertz corporate office said the decision was finial bc the car was just sitting at the location. I was told they could make more money renting the car thank cleaning it so they said they believe the location.
Again the problem is the the lies Hertz tells as well as the quality of service. So, I am asking for either my 200 dollars back or my fees can be paid. Not to mention I was last told we can give u a hundred dollars back.
Hertz 800 number and the Location are both saying different things. And I believe their buainess practices need to be investigated.
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Revdex.com,
This is in response to case number [redacted].
I appreciate Mr. [redacted]'s concerns.
Unfortunately, like previously stated, Hertz can not hold off on payment and send a paper bill. If the charge does not go through on the card it is then forced charged and can potentially lead to collections. I have reviewed this case with the management team over the location and they stated that all their agents know this policy and would not have advised that a paper bill can be sent. I apologize for any misunderstanding but there is no refund due for this matter.
Thank you.
Final Consumer Response /* (4200, 11, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true. I was told by Derek that a paper bill would be send. There is no reason for me to lie.
Also, I called and spoke to an agent who said my money would be refunded and now Hertz has lied about that and told me it was a misunderstanding.
Hertzs business practices need to be look at because they are a very shady company. They have yet to prove that I was smoking in the car. I was not and I do not smoke cigarettes.
I am only writing this to try and resolve this at the lowest level. If not then Ill just be force to take Hertz to court.
Complaint: [redacted]
I am rejecting this response because: they are not waiting they are telling me to bring the car back immediately and I am responsible for the rental fee, the rental was done July 28 because we paid a down payment and signed a contract to purchase the car, signed the title and have a bill of sale, not a rental. I am still unclear as to why this is happening I have a voicemail and email stating the lender backed out, after we were approved and made payment and signed all paperwork. But they stated on here we backed out because we didn’t like what the lender offered, and that never happened.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/19) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I appreciate the opportunity to review Mr. [redacted]'s concerns regarding the additional charges billed to his account for cleaning charges. I apologize for any...
misunderstandings.
After reviewing the contract I do see where Mr. [redacted] has called in to the location as well as our Customer Service line multiple times to dispute this charge. Unfortunately Mr. [redacted] advised that he did have marijuana in the car. The location charged a cleaning fee because of the smell as well as left over residue from it, which caused a longer and more detailed cleaning.
In regards to Mr. [redacted] being told we will send him a paper bill; Hertz does not bill that way. We do run the card to get an authorization. If an authorization is declined then the contract will be direct billed.
We have made our final decision and we will not be reimbursing the cleaning fee due to Hertz not being able to rent the vehicle in the condition in which it was returned. Additional cleaning procedures were mandatory based on business rules and to prevent further service issues with other customers.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the cleaning fee is not the problem. The fact that Hertz Cuatomer Service as well as the location misrepresented themselves. Not only was I told my card would not be charged a cleaning fee, but I was told it would be refunded by the villing department. I was told that the car smelled like tobacco and that there is tobacco all over the car. That has nothing to do with weed inside a prescription pill bottle. So if Hertz is saying that I am being charge for admitting to carrying a legal prescription that is fine as well.
Howevee Hertz is breaking the law.
I was told that I would get my money back as a one time courtesy. When I asked about it I was told it was a mistake and that the person who told me was in training. The decision they are talking about is based on the location saying that they had to clean the car for tobacco. Hertz corporate office said the decision was finial bc the car was just sitting at the location. I was told they could make more money renting the car thank cleaning it so they said they believe the location.
Again the problem is the the lies Hertz tells as well as the quality of service. So, I am asking for either my 200 dollars back or my fees can be paid. Not to mention I was last told we can give u a hundred dollars back.
Hertz 800 number and the Location are both saying different things. And I believe their buainess practices need to be investigated.
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Revdex.com,
This is in response to case number [redacted].
I appreciate Mr. [redacted]'s concerns.
Unfortunately, like previously stated, Hertz can not hold off on payment and send a paper bill. If the charge does not go through on the card it is then forced charged and can potentially lead to collections. I have reviewed this case with the management team over the location and they stated that all their agents know this policy and would not have advised that a paper bill can be sent. I apologize for any misunderstanding but there is no refund due for this matter.
Thank you.
Final Consumer Response /* (4200, 11, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true. I was told by Derek that a paper bill would be send. There is no reason for me to lie.
Also, I called and spoke to an agent who said my money would be refunded and now Hertz has lied about that and told me it was a misunderstanding.
Hertzs business practices need to be look at because they are a very shady company. They have yet to prove that I was smoking in the car. I was not and I do not smoke cigarettes.
I am only writing this to try and resolve this at the lowest level. If not then Ill just be force to take Hertz to court.
Complaint: [redacted]
I am rejecting this response because: they are not waiting they are telling me to bring the car back immediately and I am responsible for the rental fee, the rental was done July 28 because we paid a down payment and signed a contract to purchase the car, signed the title and have a bill of sale, not a rental. I am still unclear as to why this is happening I have a voicemail and email stating the lender backed out, after we were approved and made payment and signed all paperwork. But they stated on here we backed out because we didn’t like what the lender offered, and that never happened.
Sincerely,
[redacted]
Hertz Car Sales is currently waiting on the customer to find an alternative lender for the vehicle purchase.