I’ve argued that Hertz needs to do something pretty basic, even before properly balancing the number of cars they have with the number of rental reservations they accept, and growing their fleet of cars to meet demand. Hertz needs to stop filing false police reports against their customers. Now they’ve got a new issue I haven’t seen before, but that aligns with everything we’ve learned about Hertz the basket case.
Hertz charged a reader full price for a car rental even though he redeemed points. A man spent 5 years in prison because Hertz wouldn’t produce the receipt that proved his innocence. But perhaps the most systematic problem at Hertz is sending customers to prison for stealing cars that they actually returned.
Usually what seems to happen is,
- A customer changes vehicles or extends their rental
- The changes doesn’t get reflected properly in Hertz’s systems
- So it looks like the customer didn’t return the vehicle when they were supposed to
- Hertz reports it to the police
- And sticks by their story
Now I’ve heard from a reader with a new twist on being accused of car theft by Hertz. This reader received a letter dated June 29 that they were supposed to return a car to the Las Vegas airport on June 24 and hadn’t done so. This reader tells me they haven’t left the state of California since before the pandemic. They haven’t rented from Hertz in years, and haven’t been to Las Vegas in years.
He also shares,
Four people who I know but do not associate with have received text messages with my name and details regarding a late rental return and an arrest warrant.
They’re trying to reach Hertz. They’ve faced indefinite hold times and their emails aren’t answered. I advised,
- Write to Hertz, using a delivery service that will obtain proof of receipt
- Notify them that they’re contacting the wrong person over a missing car rental, that the individual did not rent the car (and was not in Las Vegas to do so, and hasn’t rented other cars from Hertz either)
- And, having put them on notice, further escalation of the matter will be actionable.
I told them to gather their credit card statements and other documentation of their whereabouts during the time of the rental. (This is complicated by Hertz not telling them when the rental commenced, only when the vehicle was supposedly due back, the VIN number, and that it’s a Hawaii-registered Cadillac.)
I suggested documenting as much about whereabouts as possible, from appointments (people who can corroborate) to driving routes (possible cameras). Basically, gathering as much evidence as possible to show it would have been impossible to rent that vehicle. But – to do this – he does need to know when it was rented.
What other steps would you take?