My Nonprofit Reviews

I experienced what can only be described as a rollercoaster ride of an experience with a recent rental from Dollar (Hertz) Car Rental. Brace yourselves. This is kind of a long story…

Upon returning my rental vehicle, ahead of schedule one work week (I rent a car every week for work), I was told I caused a chip on the passenger side window. I take photos of all damage before taking a rental car off the lot, but never thought to take one of the windshield. The employee who checked me in pointed it out and offered to let me take care of a chip repair then and there for a small fee, warning me if I let it go to their claims department, it would be more expensive. Maybe I should’ve listened…

Not thinking anything of it, I declined because I knew it was not caused by me. I suddenly started seeing daily charges appear on my bank account for $109, $109, $109 and $110. Then $437 was refunded to my card. Then $437 was again charged to my card.

I tried to contact the company. There’s literally no phone number to call for this type of thing on their website, so I went through the motions to “rent a car” and told the associate what was going on. I was directed to submit a dispute on their website and only later received an email from them stating I had not returned my vehicle.

At this point I was finally given a phone number to call from their emails, mind you this was only because they thought I still had their vehicle. Everything was sorted out and in five or so business days my card was refunded.

A week later I received a bill for $898.25 to replace the entire windshield (admin fee, labor, parts, etc) and I was devistated. I called their claims department and was told, I could settle with them for half the charge if I paid right then and there. I told them I’d be contacting my employer and possibly seek legal advice because I felt the price was excessive and unethical considering they had no proof it was not preexisting.

My HR rep told me about Chris Elliot and advised me to read an article regarding this type of thing occurring with rental car companies. Apparently this is a thing. After reading the article, I submitted one more dispute on their website following the points I read. I received an email from them asking to call regarding my dispute. I called the number provided and was redirected to another department to speak about the matter.

When I called that number immediately, the woman on the other line had obviously been waiting for me. She interrupted me on multiple occasions, threatened to submit the claim to my insurance company without my permission, and told me I had no choice but to pay them. She also told me my total was actually $800. Weird. We went back-and-forth quite a bit, and after she interrupted me and spoke over me multiple times I began to get frustrated. Towards the end of our conversation there was a point where she was, what can only be described as, snickering over the fact that she had rattled me.

We ended our phone call with me saying if you have proof that the windshield was not chipped prior to my renting the vehicle, please send that over as well as the new invoice.

That evening, I received the new invoice, but not the proof, so I replied asking again that she also send that. I received an email stating I could call her back if I wanted to discuss the dispute further. No way.

I got the greenlight from my HR rep to reach out to Chris Elliott. Once I did I received an immediate response asking to send my paper trail and an offering to review my case. Less than 24 hours later, I received another response from Chris Elliott stating they had contacted the company on my behalf and let me know what to expect.

Less than 24 hours later, I received an email from a senior member of Hertz apologizing for my experience and stating the case is closed and no money was owed. Wow! I bursted into tears immediately.

I had never heard of Chris Elliott until this past week, but I will forever be in debt and will always be grateful for the help and support I was given. I know that this would not have been cleared up if it wasn’t for him.