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| - Avoid this Hertz at all costs! I rented a car for a couple weeks and was charged almost $400 for additional insurance even though I specifically told the employee (I believe her name was Kim) that I had my own car insurance and did not want to purchase additional insurance. When she gave me a quote, I asked why I had to pay additional fees as I booked through Orbitz. She assured me that this was just a "preauthorization...don't worry about it, it'll be removed once you return the card." She seemed a little sketchy but it was almost 11 PM and I was exhausted and decided to trust her. 2 weeks later, I returned the car and the attendant notified me of a nearly $400 charge. I told him that the employee assured me it was a credit card preauthorization but he explained to me that it looks as though she charged me for additional insurance. I went upstairs to talk to a customer service employee however the line to speak to someone was extremely long. There was, however, a employee (Bryan) who was monitoring the lines. I explained to him my situation and although he was nice, he said that he could not reverse the transaction but would contact the employee and would contact me within 2 business days.
4 days went by and I heard nothing. But the 5th day, I called the number he requested that I call and was given the run around. I spent 2 hours on the phone and spoke to 3-4 different people who kept transferring me to another person. They seemed completely apathetic. Finally they transferred me to a employee in lost and found. She was confused how she ended up with my call. I told her my situation and out of everyone I spoke to, she was the most understanding and said she would speak to her manager. An hour later, I get a phone call from Bryan who said that he did speak to the employee (Kim) and that "she doesn't remember you but she said she never overcharged you." To which I replied, "if she doesn't remember me, then how could she possibly make that statement." The conversation lasted almost an hour and it was like talking to a broken record. He repeatedly said that there was no way anybody could reverse the transaction. I told him this was BS. He then admitted that this issue has been a problem and they are attempting to resolve this overcharge issue. But regardless, there was no way for me to get a refund.
10 minutes after I got off the phone with Bryan, I receive another phone call from him. He said he spoke to his manager (even though when we met, he said that he was "one of the managers"). He assured me that he would put in a request for a full refund. 2 months later, I get a refund. But it was to no surprise that I only received approximately 35% returned. And to this very day, I continue to get the run around and no one returns my phone calls.
This was a complete rip off. Buyer beware: Even if you tell them you want to use your insurance, some of the employees there apparently will still add on the insurance plan and you will be charged for it. I'm not sure if the employees get some kind of perk/commission for over-selling but its pretty obvious that they have shady policies. I have utilized almost every car rental company in the Sky Harbor Terminal (yes, even the companies one would think would adopt sketchy practices) and I have never encountered an issue like this before. It is absolutely disappointing in addition to being completely unethical.
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