Hertz Issues Another Apology for Late Return Mistake and Then Sends a $707 Debt to Collections | Carscoops

      The rental car company initially expressed regret for its error but subsequently sent a woman a bill for $707 due to a late return.

      A Hertz customer alleges she was charged for returning a car late, even though she returned it on schedule. After acknowledging its error, the rental company still forwarded her case to collections for over $700 in fees. It wasn't until a local news organization in Arizona intervened that the problem was finally addressed.

      Rental car companies have consistently faced customer grievances, but Vonecia Sullivan-Hill’s recent ordeal underscores a recurring issue with Hertz. What should have been a straightforward drop-off became a frustrating, surreal experience, with Hertz incorrectly accusing her of retaining a vehicle she had already returned, despite contrary evidence.

      A Cycle of Errors, Apologies, and Collections

      Hertz employs various strategies, with mixed effectiveness. In Sullivan-Hill’s situation, the company managed to claim she had not returned a car that was dropped off on time, issue an apology, and then send the alleged debt to a collection agency. The issue was resolved only after a local newspaper sought comments.

      Vonecia Sullivan-Hill reports that she rented a car in Atlanta, and everything appeared fine until two days after her return. "We turned it in on a Monday morning around 4 a.m. We had a 5:30 a.m. flight back to Phoenix," she shared.

      She continued, "Two days later, on Wednesday, I got a call from Hertz saying, ‘You still have our car. We're charging you for it.’ I responded, ‘I’m in Phoenix. I don’t have your car. I left it in the garage where I was supposed to return it,’” she recounted to AZFamily. Initially, the company reportedly assured her not to worry and promised to rectify its mistake.

      However, the situation escalated. Sullivan-Hill received a follow-up call the next day inquiring about the car's location. A couple of days later, she received an email acknowledging her timely return of the car but still demanding $707 in fees for a late return. Exasperated, she lodged a dispute with her credit card company, which ruled in her favor and reimbursed her account.

      Despite this, Hertz allegedly referred her bill to collections for the $707 claimed as owed. Sullivan-Hill discovered this two weeks ago and was understandably enraged. “I can’t believe this! I don’t owe you any money. For five days, I had no idea where that car was. I was in Arizona. I thought this was resolved. I want it to be over. I need further assistance. Clearly, they’re not going to stop.”

      A Happy Ending, But Not Without Struggle

      At this juncture, AZFamily intervened by contacting Hertz, and progress was made. The rental agency erased the debt, credited Sullivan-Hill an additional $100 for future rentals, and extended a formal apology. A Hertz spokesperson stated, “At Hertz, ensuring customer satisfaction is our highest priority. We regret that we could not resolve this issue sooner and have issued a full refund.”

      Although Sullivan-Hill’s experience concluded positively, it serves as a cautionary tale regarding the unpredictable nature of customer service at rental car companies. At its best, it often feels like an afterthought; at its worst, it creates unnecessary frustration.