You are currently viewing Hertz punished this traveler for a Mexican car rental problem. But he wasn't even in Mexico. – NOLA.com

Hertz punished this traveler for a Mexican car rental problem. But he wasn't even in Mexico. – NOLA.com

People line up at the rental car center at the Louis Armstrong New Orleans International Airport in Kenner on Wednesday, May 12, 2021. (Photo by Brett Duke, NOLA.com | The Times-Picayune | The New Orleans Advocate)
People line up at the rental car center at the Louis Armstrong New Orleans International Airport in Kenner on Wednesday, May 12, 2021. (Photo by Brett Duke, NOLA.com | The Times-Picayune | The New Orleans Advocate)
I rented a car from Hertz in Cabo San Lucas. After that, Hertz placed me on the “Do Not Rent” list.
Hertz claims that I tried to rent a car with a fraudulent ID. I do not understand this since my ID is entirely valid and definitely not fraudulent.
I asked for more information, but these were the only details that Hertz would provide to me. I asked the company to send me a copy of the ID they had on file but they refused.
Hertz also says I was with two women when I rented the car. I took that trip to Cabo alone!! I have no idea what they’re talking about, but now I can’t rent from Hertz. Please help! — Shane Rich, San Diego
Hertz shouldn’t have put you on its “Do Not Rent” list. And if it did, it should have told you specifically what you did to deserve to be on the list.
What is the “Do Not Rent” list? Basically, it’s a rental car company’s blacklist. Usually, you get on the list for failing to pay for your car. But you can also get blacklisted for doing something fraudulent, like renting a car with a fake ID.
In reviewing the paper trail between you and Hertz, it appears the company accused you of renting a car in Cabo in August 2021. However, you were not in Mexico at the time and you say you didn’t rent a car from Hertz in August. This really appears like a case of mistaken identity.
But how do you inform Hertz of these facts? Like other car rental companies, Hertz has a system that allows you to appeal a suspension. It looks as if you had an active dialog with the car rental company and that it had asked you for a copy of your ID, which you provided.
Your case must have slipped between the cracks. All they had to do was compare the information on your ID to the one they got on the rental and they would have seen that this was a case of mistaken identity. It’s not clear why they didn’t.
A brief, polite written appeal to a manager at Hertz might have helped. I list the names, numbers and email addresses of the Hertz executives on my consumer advocacy site, Elliott.org.
I contacted Hertz. The company reviewed your file and checked your ID.
“We’ve determined that we made a mistake in this case and have restored the customer’s rental privileges and apologized to him,” a Hertz representative told me.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him on his site.
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