Hertz Rent A Car Licensee

Pretty shady business… They charged me $ 24 for returning the car 30 min late, which is lame (but it was my fault, still… cut your customers some slack). That is not the part that pisses me off. The part that irks me was the 50% (!!!) tax or service charge they added on top of the late fee, so my total late fee came out to $ 36. I dont even know where the extra $ 12 fee came from! The reps cant even tell me if the extra charge is tax or a service charge, just «misc» charge… Huh?
Beware of hertz, they have a history of ripping people off.

AVOID this rental car agency. They engage in dishonest practices to charge additional fees for insurance. Based on my experience here I will never rent from Hertz again.
On September 2, 2015 my family and I arrived into the Jackson Hole, Wyoming airport after a lengthy flight delay. I proceeded right away to the Hertz Rental car desk where I had pre-​paid a rental through
. As the clerk reviewed the options for the rental, I declined to purchase additional insurance coverage for the rental. The clerk stated that insurance coverage was advised due to the high number of collisions and accidents in the national parks. I again declined coverage and stated that I would rely on the coverage provided by my credit card. I was made to present my credit card as a deposit against any damage. The contract was then presented for me to sign. This included a document called the LDW or Liability Damage Waiver that I was instructed to intial. I questioned this additional document and the clerk told me that this was only to waive any additional coverage and fees. My intent was not to pay for additional coverage. I did initial this form, but where I signed on the line just above the words «declined» I thought meant declined coverage. There were dozens of people in line behind me and I was trying to control my antsy four year old who had spent the day traveling from Boston. I trusted the clerk’s word that the document presented for my signature was as he said, waiving additional fees and coverage.
On September 7, 2015 I returned the car to the airport drop-​off lot. In reviewing the contract materials, I wanted to be sure the $ 131.94 deposit charged would be restated to my card. I took the receipt and documents to the rental counter. The clerk looked up the rental in the computer system and assured me that I had only been charged for the rental that was pre-​paid through
.
One week later, I noticed the additional charge of $ 131.94 on my credit card statement. I called Hertz and a helpful customer service representative told me they had no record of this additional charge and referred me to the Jackson Hole rental office. When I called to inquire here I was told that I had elected for the additional insurance coverage and the LDW was actually authorizing the additional charges and coverage. I spoke with the manager who would only state the necessity of pulling up the rental agreement to verify that I signed this document. I confirmed that I had in fact signed this document, but that the clerk had misrepresented it as waiving additional cost and coverage. The manager stated that he would call me back once he had spoken with the clerk and reviewed the document. I called again the next day after not hearing back, and again for two more days, but was never able to speak with him again on the phone. Only after disputing this charge did I receive a call back from the manager of the Jackson Hole Hertz airport rental facility.
Unfortunately, I did sign the LDW document although at the time I believed in the «declined» portion of the document. My attempt to dispute this charge has failed. I contest that I elected for LDW coverage. I feel strongly that the clerk who handled my rental was dishonest and took advantage of my fatigue and preoccupation with my young child. I believe he counted on my trust and the pressure of not wanting to keep the long line of people waiting, and purposefully deceived me with the LDW charge. I am very disappointed with my experience I believe that this business misrepresented their contract in order to earn a commission on the rental.

Customer service guy was nice until I refused the extra insurance I said I didn’t want. When he went over my receipt it was included anyway. Again, I refused and was told all the coverage I wouldn’t have along with a dramatic circling of the rules and regulations. He was short with me after the final refusal and dramatic circling. I thought about reading every item that he had circled and asking a lot of questions but it would’ve been rude to the long line of customers behind me. I won’t rent from Hertz again because of the hard upsale of additional insurance.

WATCH OUT FOR THE HERTZ/​PurCo INSURANCE FRAUD SCAM! If you decline their insurance, Hertz will most likely wait a couple of days after you return your vehicle, and turn you over to PurCo to extort extra money out of you claiming hail damage (or other) during your rental period (especially if you’re from out of town). It doesn’t matter if there wasn’t any hail or damage during your rental period, it is your word against theirs if you don’t document,
Car was rented in August out of Jackson, WY and returned to Rapid City, SD.
Some ways you might try to protect yourself are to demand the Hertz staff come out from behind their desk (they hate having to do their job) to do a thorough walk around (with sign-​off) of the vehicle noting even the slightest scratch, dimple, chip etc… I would take pictures making sure the agent is in the shot, including the roof (or under car), as these are the most likely where they will claim the alleged damage happened because it’s the hardest to see. Also pay with a credit card, as credit card companies may offer damage waiver as a travel benefit. Of course paying extra for their insurance may spare you.
In our case, Hertz claimed hail damage on the on the roof (2 dime sized dimples), and that the car had to be «repaired» so they lost 2 days of revenue to the tune of $ 650. The pictures they sent of damage are fuzzy, and the car was dirty, so you can’t make out anything, but it doesn’t matter. I’m guessing they like having the dimples here and there so they have a reason to process further claims against travelers. When asked if they could produce clear photos of the alleged damage (after the car was washed), they said they’d try, but I’m guessing car was rented the next day, so they couldn’t produce any.
My understanding is Hertz and PurCo split the extortion money (maybe agent gets kick back), and as I look into this, it is a fairly common practice among unscrupulous rental car agencies. They will send you demand for payment, ultimately turning your case over to collections to HERTZ your credit if you don’t pay them!
Nice way to put a dark cloud on an otherwise great trip.
Consider yourself warned.

These people treat others poorly. They have a Gold member line that receives service before any others, all served by the same clerks. An older gentleman was passed up in line repeatedly in a most demeaning manner. It was appalling to see someone treated like this. I walked away from my reservation.

Very pleased with the service given by the staff… they worked very quickly to clean a car that was not available while my wife and I checked in.

I can’t believe the rudeness if the counter staff at the shah airport. They barely work. I had to wait fir a delayed flight and the guy seemed to always be on break speaking what seemed like Russian on his cell phone. And he was loud and annoying since he sat in the passenger waiting area.
Additionally I overhead the woman at the counter blatantly lying in order to convince a foreign family to take all their coverages and fuel service. She was talking about buffalo at Yellowstone damaging the car and other stories.
If I could give them a zero I would!

Be wary of these folks– worst car rental service I’ve ever had! Loss leader prices and then they’ll try to up charge you. Terribly rude service especially from the roman at returns. We called as soon a we drove off the lot to report a chip in the windshield and they said they noted it. When they tried later to charge us we had to go through hours of talking to people until we got back to Phillip whose name we wrote down and whose memory we had to jog before he conceded that we had reported it and he’d failed to write it down!

If I could give it 0 stars, I would, but the car worked fine so I’ll give them a 1. Issue with Hertz at the Jackson Hole Airport is the staff. They are incredibly rough, rude and arrogant. When I refused to upgrade to an SUV because in the reps opinion 4 people were too many for a car, she immediately turned into the most rude person I’ve ever had to do business with. She began to tell me basically, after turning down the rental insurance, that I could be sued for everything and then some. She was abrupt and the attitude was uncalled for.
I thought this might have just been my experience but my parents arrived to JAC that evening and had the same type of experience w a different rep.
I will NEVER use a Hertz rental car again based solely on this experience. Avoid at all costs.

Very good customer service and the manager Jeremey took care of us. In my mind the nicest one to rent from in JH. They always have our vehicle reserved and ready. Never a glitch and we’ve used them for years and years.