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  • Got in late at night on April 1st and as a city dweller without a car requested the liability supplemental insurance (LSI). After noticing that the price was more than twice as high than the last time I rented from Hertz last year (~$170 vs. ~$70), I asked the agent twice whether he was sure he was charging me for the LSI and he confirmed that it was the LSI and that the prices "must've went up". After reading through the policy a couple days later (completely my bad because I was busy with the Easter holiday and trusted the agent), I realized that I was charged for the Loss Damage Waiver (LDW). I attempted to call to remedy the issue but struggled to get ahold of anyone at the booth; on the fifth call, a representative answered and told me the manager would get back to me shortly as he was on a walk. An hour later, with no reply, I called back and on the eighth ring was passed along to the manager, Tom Lester. Tom was understanding to a point and eventually reimbursed me for the LDW charges for two of the five days of my rental (~$70). But I will still overcharged compared with what I originally wanted and forced to drive over the weekend without supplemental liability insurance unless I wanted to drive to the nearest Hertz location, cancel my current rental booked through Hotwire.com (for which I would still be charged the entire rental), and rebook with different insurance. All because the original agent incorrectly gave me the wrong insurance and I was tired and naive enough to sign it without double checking. In an ideal world, I would simply have received the insurance I asked for. And I appreciate Mr. Lester's help in fixing the situation as best as he could. But the inability to get ahold of representatives in a timely manner and the incomplete recompense for an insurance plan I explicitly did not ask for left me unhappy with my experience here.
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