Blind and Visually Impaired Community
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[RANT] Hertz rental car refuses to reverse charge for my surrogate driver (self.Blind)
submitted by EffectiveYak0
I have to vent a bit because I'm pretty mad right now.
Yesterday, my family decided to drive down to visit me for a vacation. I decided to rent a large SUV because we needed a larger car to visit a city. We all took an Uber XL to pick up the rental car from Hertz at the airport, but when we got there the rental agent refused to rent the car to me without adding me. I tried to explain that I'm legally blind, can't drive, and need to have my dad drive as my surrogate, but the guy at the counter just refused. Instead he said he'd be charging us an extra 13.50 USD and I had to give him my license. (as a side note, I've still got my license from before I went blind)
Not wanting to ruin my family vacation arguing with this idiot, I figured I'd try to explain it later to customer service instead. I gave the guy my docs, and my dad gave his as well. We both signed for the car and left. Probably to no one's surprise, they charged me as predicted. Also to no real surprise, the Hertz customer service people are refusing to help me. They're obviously arguing I agreed to pay, but that's bullshit. My choices were ruining my family vacation or agreeing to their bullshit terms.
I asked for the Hertz customer support supervisor to call me back, but my experience tells me I'm going to have to keep putting more pressure on these jerks until they stop discriminating against blind folks. It's not fair that we have to pay extra for no other reason that we're blind and use a surrogate driver.
Anyone else experience this in the US? I'm furious right now.
Yesterday, my family decided to drive down to visit me for a vacation. I decided to rent a large SUV because we needed a larger car to visit a city. We all took an Uber XL to pick up the rental car from Hertz at the airport, but when we got there the rental agent refused to rent the car to me without adding me. I tried to explain that I'm legally blind, can't drive, and need to have my dad drive as my surrogate, but the guy at the counter just refused. Instead he said he'd be charging us an extra 13.50 USD and I had to give him my license. (as a side note, I've still got my license from before I went blind)
Not wanting to ruin my family vacation arguing with this idiot, I figured I'd try to explain it later to customer service instead. I gave the guy my docs, and my dad gave his as well. We both signed for the car and left. Probably to no one's surprise, they charged me as predicted. Also to no real surprise, the Hertz customer service people are refusing to help me. They're obviously arguing I agreed to pay, but that's bullshit. My choices were ruining my family vacation or agreeing to their bullshit terms.
I asked for the Hertz customer support supervisor to call me back, but my experience tells me I'm going to have to keep putting more pressure on these jerks until they stop discriminating against blind folks. It's not fair that we have to pay extra for no other reason that we're blind and use a surrogate driver.
Anyone else experience this in the US? I'm furious right now.
suitcaseismyhome 6 points 11m ago
We travel and rent globally. We are charged an extra person charge if the reservation and or card are in my name. That's usually in the reservation policies.
Sometimes and more often in Germany the agent waives the fee.
I'm hertz top tier for life and hertz never waived extra person charge.
The concept of surrogate doesn't exist in the rental car world. Some rates have free extra driver and suggest you book those
Sometimes and more often in Germany the agent waives the fee.
I'm hertz top tier for life and hertz never waived extra person charge.
The concept of surrogate doesn't exist in the rental car world. Some rates have free extra driver and suggest you book those
EffectiveYak0 [OP] 2 points 11m ago
I feel like a surrogate driver is a reasonable accommodation and charging extra just to use the service is possibly a violation of the ADA. I'd have to look into it more, though.
It basically means BVI folks always have to pay more for no reason other than the rental car company saying so. This feels wrong.
It basically means BVI folks always have to pay more for no reason other than the rental car company saying so. This feels wrong.
suitcaseismyhome 5 points 11m ago
No you don't need to pay more. Just book in the drivers name
EffectiveYak0 [OP] 2 points 11m ago
I tried that, but when I went to pay with my card they demanded that I had to provide them with my ID, and then charged me extra for my driver.
suitcaseismyhome 2 points 11m ago
Yes, that is standard on most rental agreements. It usually says that on the website. It's the same for all customers, regardless of vision
Vicorin 2 points 11m ago
Just give the money to whoever will be driving and let them rent it. That’s what I do.
EffectiveYak0 [OP] 1 points 11m ago
Yeah that's a workaround, but we shouldn't have to do that. Plus I want the points on my card if I'm paying for it.
Also some folks just don't have the ability to put a rental on their card.
Also some folks just don't have the ability to put a rental on their card.
BaBaBroke 2 points 11m ago
I knew something like this would be an issue so I reserved a car in wife's name and had her charge it to her credit card. Not Hertz but Dollar because they were cheaper in cost.
BIIANSU 1 points 11m ago
Go place some reviews online. Trustpilot l, Google business etc
I've often found that making these things public can be a sure fire way to get their attention, as well as a response.
I've often found that making these things public can be a sure fire way to get their attention, as well as a response.
bradley22 0 points 11m ago
I’m sorry but they’re right, you did agree to pay. You could’ve walked away, but you didn’t.
EffectiveYak0 [OP] 1 points 11m ago
Walking away wasn't a real choice. It's a contract of adhesion and these companies have all the power.
bradley22 -1 points 11m ago
You said it yourself, you didn’t wanna ruin the time for your family, but you could have walked away so yes it was a choice.
EffectiveYak0 [OP] 1 points 11m ago
That's not a real choice. Agree to disagree I guess.
bradley22 1 points 11m ago
Ok.
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