Hertz/Citylink Rant

[docjames]

Argh.

So I rented in MEL for the first weekend in October. Called from airport car park, put rego on my citylink account (used to live in MEL, still active b/c family living there use it).

All's fine.

23 Dec Hertz charge appears on statement.

Call Hertz, "It's a no tag fine" - you need to call citylink.

Call citylink - "we have you registered, here's a log number, call Hertz and we can reverse the charge"

Call Hertz
doc: Here's the details, please reverse the charge on my CC"
Op "Oh, we dont call Citylink, it has nothing to do with us"


Doc gives up at this point.



IF THE TAG IS READABLE TO SEND THE FINE TO HERTZ, WHY DIDNT IT REGISTER TO MY ACCOUNT? arrggghh. Give up, pay fine, it's easier.

Think twice about renting from Hertz, think definitely not using citylink ever if i can avoid - will use western ring road in future.

 

[oz_mark]

I haven't had a lot of interaction with CityLink, but as far as I have been able to perceive, their systems are rubbish.

 

[Arthur Hodgson]

Beware, Hertz is in ripoff mode at the moment.

They are by far the most expensive in any overseas city I am visiting over the next few months.

And I have discount codes available.

 

[Mal]

The other thing to watch is that Hertz allows you to have the tolls charged back to your rental account by paying for a day pass at $10.

This is cheaper than the $12 you'd normally pay. However....

Hertz charges per calendar day - Citilink charges per 24 hours (so could be $20 vs $12 if you had a <24 hour rental over 2 days).
Also, if renting on a weekend, Citilink offers a $12 weekend pass from Friday midday to midnight Sunday, whereas with Hertz you could be up for $30 for the same deal (Friday / Sat / Sun).

Hope that helps someone out - although, not sure if the "12 passes per car only per year" rule of Citilink may cause issues with one of the options above.

 

[oz_mark]

The other thing to watch is that Hertz allows you to have the tolls charged back to your rental account by paying for a day pass at $10.

This is cheaper than the $12 you'd normally pay. However....

Hertz charges per calendar day - Citilink charges per 24 hours (so could be $20 vs $12 if you had a <24 hour rental over 2 days).
Also, if renting on a weekend, Citilink offers a $12 weekend pass from Friday midday to midnight Sunday, whereas with Hertz you could be up for $30 for the same deal (Friday / Sat / Sun).

I understand the calendar day thing is a 'feature' of the Citylink link-up pass that is used by rental companies.

 

[straitman]

Sounds to me like it is time to talk to the CC company about an unauthorized transaction :!:

 

[docjames]

Well, it looks now that Hertz will refund the "processing fee" but wont do anything to reverse the citylink fee as it's been paid and changed onwards (to me!).

So basically i'm only out the difference between account-based fee and "casual" fee which is only a couple of dollars. At this point, I'm giving up and wearing that, not worth the hassle frankly.

 

[mm472]

So basically i'm only out the difference between account-based fee and "casual" fee which is only a couple of dollars. At this point, I'm giving up and wearing that, not worth the hassle frankly.

Just as they would hope you would do !!

if they get an extra few dollars from each rental, imagine the extra profit they would make each year !!

i hate being ripped off, specially by large companies that think they can tell consumers what to do. ( remember we pay their wages)

I agree the amount you are out of pocket is only small, But i would let my feet do the talking, and never use that company, again.

Company gives Good / Great service and you will tell on average 10 people.

Company gives bad service ( such as this ) you will tell MANY times that ( look at how many people read this forum just for starters, and i am sure all your work mates have been given the details !! )

Just my thoughts,

MM

 

[rwatts]

Hertz have the contract with our Govt dept for casual car hire. They routinely follow up each rental with a survey soliciting our satisfaction levels. No one holds back in letting them know. On the other hand, the previous contract was with Europcar... Hertz actually arent that bad !

Richard.

 

[medhead]

Well, it looks now that Hertz will refund the "processing fee" but wont do anything to reverse the citylink fee as it's been paid and changed onwards (to me!).

So basically i'm only out the difference between account-based fee and "casual" fee which is only a couple of dollars. At this point, I'm giving up and wearing that, not worth the hassle frankly.

But hasn't your other (personal) account also been charged for using citylink. Sorry I no nothing about citylink, but from your posts I understand that you got charged (when linking your account to the rental car) and hertz got charged and past on the charge to you.

Hence I would think the onwards charge from hertz would be a disputed transaction with the card company, since technically you already paid that.

But I probably totally misunderstand.

 

[straitman]

But hasn't your other (personal) account also been charged for using citylink. Sorry I no nothing about citylink, but from your posts I understand that you got charged (when linking your account to the rental car) and hertz got charged and past on the charge to you.

Hence I would think the onwards charge from hertz would be a disputed transaction with the card company, since technically you already paid that.

But I probably totally misunderstand.

My thoughts also in post #6 above.

 

[straitman]

Hertz have the contract with our Govt dept for casual car hire. They routinely follow up each rental with a survey soliciting our satisfaction levels. No one holds back in letting them know. On the other hand, the previous contract was with Europcar... Hertz actually arent that bad !

Richard.

I'll second that one :!:

We have a worldwide contract with Europcar and boy are they a pain. Hertz are angels by comparison.

 

[docjames]

No charge on citylink account.

I certainly wont be wasting a minimum of 2 more calls to 13 numbers (along with minimum 15mins of time) to save myself a couple off bucks! :evil:

I guess Hertz have been fantastic so far, but I have an Avis Wizard (as well as the Hertz #1 Gold) so will consider who to use next time.

I guess really Hertz didnt cause the problem, but they sure dont make it easy to help me fix it!

 

[serfty]

I have a citylink account and use that to register for any car hire.

I always do this online so I have a verifiable receipt.

Now, I hired a car recently; set it up with my citilink account and drove it for a weekend.

Upon returning it I removed the car from my account

My next statement showed ~$60 in fees for travel on this car after I had removed it from my account. It took a couple of phone call and about 35 minutes in total to get an assurance this would be rectified. [Apparently, regos are stored in more than "one location" against an account and an online process does not always removed all references.]

About 2 weeks later the money was refunded to my cc account.

 

[Va Bene]

Recently I had 2 Hertz processing fees (2 x $33) for Sydney Cross City Tunnel. I also had two fines from SCCT (toll plus admin). Fortunately I had a Citylink account (but forgot to call and register the number plate) and was able to prove on the days of the SCCT use that the E-Tag worked perfectly on Sydney's other motorways.
Hertz refunded the $66 and SCCT dropped the admin costs. A bit of messing around.

On the subject of Hertz, their refueling service is still charging $2.55 per litre which is a substantial rip-off and has not come down with the recent reductions in bowser pricing.

There was also a story on one of the current affairs shows last night about the impression that the hire car companies offer full comprehensive insurance (once you take the extra protection cost or perhaps cover the excess via personal travel insurance). This apparently is not the case if you breach the terms and conditions such as if you commit a traffice offence which causes the damage.
Europecar got a bit of a lashing for misrepresenting the insurance cover.
I can't seem to find any details on the Hertz website relating to this.

 

[medhead]

On the subject of Hertz, their refueling service is still charging $2.55 per litre which is a substantial rip-off and has not come down with the recent reductions in bowser pricing.

Don't you just top the tank up with water on the return of hire cars?

There was also a story on one of the current affairs shows last night about the impression that the hire car companies offer full comprehensive insurance (once you take the extra protection cost or perhaps cover the excess via personal travel insurance). This apparently is not the case if you breach the terms and conditions such as if you commit a traffice offence which causes the damage.

Certainly, the comprehensive insurance on my private vehicle is void if I commit any offence that causes a otherwise claimable event. I'm not aware that any insurance will cover you in a situation of breaking the law. Isn't this normal?

 

[markis10]

There was also a story on one of the current affairs shows last night about the impression that the hire car companies offer full comprehensive insurance (once you take the extra protection cost or perhaps cover the excess via personal travel insurance). This apparently is not the case if you breach the terms and conditions such as if you commit a traffice offence which causes the damage.
Europecar got a bit of a lashing for misrepresenting the insurance cover.
I can't seem to find any details on the Hertz website relating to this.

It common knowledge amongst regular renters that insurance does not cover events when the car is driven illegally, used for an illegal purpose (like blowing up an ATM or street racing) or when the driver is not legal as in DUI etc or driven on non recognised roads.

For Hertz, full details can be found in the qualifications and requirements section for each location, for Sydney for instance use this link:

https://www.hertz.com.au/rentacar/b...ionsView.jsp&leftNavUserSelection=globNav_1_4

This can be found under the reservation tab as the bottom link. You may drive on unsealed roads in some cases however be aware:
TASMANIA HAS A NON-WAIVABLE $2000 EXCESS ON UNSEALED ROADS.
(FOR RENTALS FROM 01APR09 ONWARDS, THE EXCESS WILL BE $2500)


The conditions make for interesting reading as a refresher:

You will be fully responsible and liable for Damages where the Vehicle is used:
· on any road or other surface which is not sealed other than a road under repair, a short access road to a National or State Park, tourist attraction or holiday accommodation or a road notified to you by Hertz, unless the Vehicle is a four wheel drive; (see Driving Restrictions)
· in any Alpine Resort during the gazetted snow season or in any other area under conditions where a reasonable person would use snow chains, unless SNO is offered to and accepted by you as noted on the Form; (see Alpine Driving)
· on any beach or in any other area exposed to saltwater;
· in any area or under any circumstances (including crossing a waterway) where the Vehicle may or does become partially or totally immersed in water;
· under any circumstances where the Vehicle may or does sustain damage to the body or undercarriage as a result of making contact with a stationary object overhanging oron the road surface (including driving or attempting to drive under, over or around any such object);
· in any other area or region specified to you by Hertz as an area or region in which the Vehicle must not be used.

If the Vehicle is used for a Prohibited Use or by a Prohibited Person

· to the extent permitted by applicable law, You will lose the benefit of any limitation on Your liability for loss of or damage to the Vehicle, even if You have accepted MAX, AER PLUS or AER(refer to Insurances and Other Coverages section); and
· will constitute a breach of the Agreement, making you responsible, to the fullest extent permitted by applicable law, for the actual and consequential damages to Hertz caused by the breach, together with Hertz's related costs and legal fees.

If the Vehicle is used for a Full Responsibility Use

· to the extent permitted by applicable law, you will lose the benefit of any limitation on your liability for loss of or damage to the Vehicle, even if you have accepted MAX, AER PLUS or AER (refer to Insurances and Other Coverages section).

Your Liability

Single Vehicle Accident

If the rental vehicle is damaged in a Single Vehicle Accident (an accident not involving a collision between the rental vehicle and another vehicle, other that a parked vehicle), you are liable for the cost of repair up to the amount of the ADE plus AUD$2,200 (inclusive of GST). This currently applies to all vehicles at all locations and can be waived by the purchase of Maximum cover at participating locations.

Water Damage
Your liability to Hertz for Damages resulting from water damage (other than by total or partial immersion) is limited to the amount of the ADE PLUS AUD$2,200 (inclusive of GST) or such other amount in addition to the ADE as is specified in the Additional Terms.

Personal Injuries
The liability of any Authorised Driver of a rental vehicle for causing personal injuries to other persons resulting from use of the rental vehicle is covered by the statutory schemes relating to transport accident compensation in each State and Territory of Australia (subject to the conditions and limitations of those schemes). For details of the scope, conditions and limitations of this coverage, you should contact the relevant authority in the State or Territory in which the vehicle you rent is registered.

 

[straitman]

On the subject of Hertz, their refueling service is still charging $2.55 per litre which is a substantial rip-off and has not come down with the recent reductions in bowser pricing.

Opposite experience from Hertz in Melbourne recently. Car hire from Melb airport 21st dec and return on 4th Jan the charge for pre paid fuel was 97c/L

 

[Va Bene]

Normally I fill up the car before returning, but was running late for a flight and that is when I noticed the $2.55/L. Off course the full tank pre-pay is competitive and obviously Hertz make money off this by some cars being returned with fuel still in the tank.

As far as traffic offences go and the subsequent breaching of the terms and conditions leading to no insurance cover, I was thinking of a minor offence such as a tourist disobeying a hook turn in Melb CBD and getting T-boned. Or something minor like the guy in the following article was involved in.
Time to blow the cover on car hire company insurance policies | Herald Sun

 

[straitman]

Normally I fill up the car before returning, but was running late for a flight and that is when I noticed the $2.55/L. Off course the full tank pre-pay is competitive and obviously Hertz make money off this by some cars being returned with fuel still in the tank.

As far as traffic offences go and the subsequent breaching of the terms and conditions leading to no insurance cover, I was thinking of a minor offence such as a tourist disobeying a hook turn in Melb CBD and getting T-boned. Or something minor like the guy in the following article was involved in.
Time to blow the cover on car hire company insurance policies | Herald Sun

Va Bene,

I understand now and obviously missed your point previously.

This insurance 'saga' sure opens a can of worms. Maybe it's time to buy an annual car rental insurance policy as has been discussed here some time in the past. Sorry I can't find the link just now :!: serfty help