Hertz points now expiring after 12 months!!

[M@rcoPolo]

Apparently Hertz changed T&Cs overnight without informing anyone and now Hertz points expire after 12 months!!

Check your account, I had a bunch of points expiring January 2024 and they are all gone

I've emailed Hertz to ask them to re-instate the points - see how we go, in the meantime see below for more details on the subject...

Hertz Changes Points Expiry To 12 Months With No Advance Notice?

Hertz has changed Gold Plus Rewards points expiry to 12 months and has applied this retroactively.

loyaltylobby.com

 

[Daver6]

I was just coming to post this too! I logged into Hertz today to check something and my points have been wiped!

I reached out to them on Facebook. When they said points expire in 12 months I mentioned they had not updated that and there was no email to alert me to points about to expire. I've requested they reinstate my points. They're going to escalate it. They did ask me how many points I have but I don't really recall. Apparently the overly helpful chap doesn't have access to that sort of information.

 

[tdimdad]

That would be sneaky and unfortunate move. My points are still on the account but better burn them away soon...

 

[Mattg]

So, let me get this straight:

Hertz has shortened its points expiration term without giving notice, and retrospectively expired members' points as soon as it made the change? That's really dodgy if so!

 

[dajop]

Not quite as dodgy as failing to extend rentals advised by customers or failing to checkin returned cars properly and erroneously reporting them to police landing said customers in jail.

 

[Daver6]

So, let me get this straight:

Hertz has shortened its points expiration term without giving notice, and retrospectively expired members' points as soon as it made the change? That's really dodgy if so!

That's been my experience. I'll wait to hear back for my request to have my points re-instated. If I'm not successful, I might have to follow up with the relevant consumer body. It's not about the points, but the principle of it.

Somehow I'm Presidents Circle but never seen much benefit. Suffice to say, my next rental is highly unlikely to be Hertz based on this.

 

[M@rcoPolo]

That's been my experience. I'll wait to hear back for my request to have my points re-instated. If I'm not successful, I might have to follow up with the relevant consumer body. It's not about the points, but the principle of it.

Somehow I'm Presidents Circle but never seen much benefit. Suffice to say, my next rental is highly unlikely to be Hertz based on this.

I'm also President Circle - I emailed yesterday [email protected] still waiting for a reply

 

[tdimdad]

As a 5 Star member, I get regular upgrades when the manager of the outlet is on the counter (but his staff give me usually what I've booked). My typical booking is for compact hybrid (Corolla) but I often get a Camry hybrid. But that's the only real benefit I've gotten from the membership. I'm yet to redeem my points but the moment will come when they come handy and I'll then wipe them away (earn & burn).

 

[M@rcoPolo]

So - I receive a reply to my email sent to [email protected], laughable to say the least...

In order to keep points from expiring, Hertz Gold Plus Rewards Rental Activity must take place within an 12 month period, where points are either earned or redeemed. Our records indicate your last rental activity was 2022-07-26. Unfortunately, as a result of this inactivity, any prior points to 2022-07-26 have expired.

I regret that I am unable to reinstate expired points back into your account, as it is outside the terms and conditions of the program. I sincerely apologize for any inconvenience that this causes.

I replied sending a screenshot of my statement as of last month (September) showing the points were still in my account and asking to escalate and re-instate them immediately or else I'll lodge a complain with the ACCC. Let's see what comes back.

I didn't have a material number of points - probably only good for a couple of days rental - but I can't stand a large business behaving in such a dumb way with its customers

 

[Mattg]

Just having a look at the Hertz Gold Plus Rewards terms & conditions:

https://www.hertz.com.au/rentacar/emember/rewards-legal/loyalty-terms-conditions

Unfortunately, it contains this clause towards the bottom:

General Program Terms

1. Hertz has the right to change, limit or modify Program rules, Rewards, Reward structure and Gold Plus Rewards Point levels at any time with or without notice.

However, I also note this line under "Earning Restrictions":

• Points do not expire as long as the member has any Hertz Gold Plus Rewards program activity within the previous 24 months. Activity means a Gold Plus Rewards Point was either earned or redeemed.

So, according to the program's own T&Cs, the expiration period is still 24 months?

 

[M@rcoPolo]

So, according to the program's own T&Cs, the expiration period is still 24 months?

They are idi@ts - depending on where you look (different websites / countries) it's a mix of 12 / 18 / 24 months. BTW thank you for the link, I forwarded link & quote to Hertz Australia, most likely outcome will be they amend the wording to 12 months and resend it back to me

 

[Daver6]

They are idi@ts - depending on where you look (different websites / countries) it's a mix of 12 / 18 / 24 months. BTW thank you for the link, I forwarded link & quote to Hertz Australia, most likely outcome will be they amend the wording to 12 months and resend it back to me

I would take a screen grab/print to PDF that includes the date.

 

[Daver6]

I received a response back on Facebook...

Hello, David. I was able to provide a one-time extension for your expired points in the amount of 783. However, the points will be permanently removed if a rental has not commenced by December 31, 2023. Thank you! ~Kim

Now I don't recall exactly how many points I had, but I know I had way more than that! I've said as much and awaiting a response.

 

[Daver6]

Well Hertz are claiming that's all the points I had going back 24 months. I know that's not the case as I had more than enough points for a few days rental. I'm just giving up with Hertz now. Will never rent with those crooks again. The upgrades as presidents circle well generally nothing so I dont feel like Im missing out.

I'll give Sixt a whirl next time I need a car with their status match from ALL.

 

[M@rcoPolo]

Well Hertz are claiming that's all the points I had going back 24 months.

If you search for previous emails received from [email protected] they include a banner at the top of your email showing your Member No and Points accrued to the previous month-end. That should help you confirming how many points you had in your account before they wiped them all off.

 

[Daver6]

If you search for previous emails received from [email protected] they include a banner at the top of your email showing your Member No and Points accrued to the previous month-end. That should help you confirming how many points you had in your account before they wiped them all off.

I must have unsubscribed from their marketing. Don't recall receiving their emails and nothing when I search.

Given you can no longer even transfer Hertz points to airlines/hotels, I'm not going to waste my time further.

 

[ozdunker]

Will add a bit since i report this a few weeks ago.
Try hertz on twitter they were responsive for putting points back onto account. Be firm you require points to be reallocated with an extension to Dec 31st or similar.
Email and phone calls basically did nothing. Received an email after a couple of weeks just saying they have put points back.
Hertz on twitter or elsewhere basically have no idea how many points you had. Their IT system is really poor. I was able to use a screenshot from award wallet showing the balance disappearing.
Also note that the points previously were allocated from the start date of a rental not the end date.
So If you rented from 31st Oct to 28 Nov, your points would allocated from 31st Oct and would therefore expire 12 months from that date. So essentially the expiration period is less than 12 months from the end of your last rental.
Hertz also jacked up a lot of the redemption rates or categories of vehicles that get charged extra. So making it harder to actually use the points now. I have moved $2000 of rentals away from them already and am looking to move other bookings. This is from a loyal Hertz always customer - Pres Circle. Seems like a really dumb move from Hertz.

 

[M@rcoPolo]

Try hertz on twitter

Which Twitter handle did you use? @Hertz or @HertzAustralia?

 

[ozdunker]

@Hertz my account is set up under the USA, but don't think that should make a difference

 

[RooFlyer]

Good God. Just saw this because of @AFF Editor's piece in the Gazette.

I recently got President Circle courtesy of Virgin and I have one well priced reservation with them overseas coming up but I’ll avoid them after that. What a bunch of shysters.