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Hertz Car Rental through Auto Europe US

My wife and I just returned from a trip to Ireland & France to visit her family. We took your recommendation to use Auto Europe. We made reservations for both a car in Ireland & France. We spoke with the staff at Auto Europe and they never mentioned that we would be required to purchase insurance through Hertz. The cost for 12-days in Ireland was $454.51 - paid in advance. I spoke with my credit card company prior to leaving the Bay Area, and was told we could use our card as deposit for the car insurance, (as we have done in the past). When we arrived at the Dublin airport to pick up the car, we were told that we were required to provide documentation to prove that we had insurance. Since we did not bring this, we were charged $788.02 for car insurance, in addition to the $454.51 we had prepaid for the rental. The agent was quite rude, and told us that we had no other option. The insurance at that rate excluded coverage for scratches on the wheels, or windshield damage. So for 12-days, the rental of a compact car cost a total of $1,242.53! For the rental in France, there was no such requirement. An Irish friend has also just returned from Ireland, and had rented a car from Hertz. She did not bring insurance documentation, but was given the option to pay 7-euros per day for insurance through Hertz. We called Auto Europe to make a complaint, and today, we received a response saying that since we signed the agreement at the rental office, there was nothing that we could do. Our recommendation to anyone reading this is- beware of Hertz Ireland! You may end up paying nearly 3-times the cost you had expected. Since we had just gotten off of an 11-hour flight and had prepaid for the rental, we were not at liberty to just go to another rental company. We won't be recommending Auto Europe, and we intend to further contest this outrageous charge.

Regarding the rental from Hertz in France, we did not have the insurance documentation requirement. We upgraded the car for an additional $420 for one that supposedly had a better GPS, but we were never able to get the GPS to work properly. At random times, and quite frequently, an extremely loud alarm sound went off that nearly made us jump through the roof. There was no manual for the car, and a French speaking friend was unable to find what the meaning of the alarm was.

All in all, we had a very bad experience with Hertz!

Posted by
6425 posts

I'm sorry you had this experience. We have always rented thru Autoeurope and have had good experiences.

We have insurance on both our AMEX and AAA Visa. You can get a letter stating that you have insurance thru the credit card. I know for at least one of the cards, there is a link on the website to print the letter. I know some rental car companies do require proof of insurance.

For anyone that has an issue with rental thru Autoeurope, there is a 24 hour line to call for assistance.

Posted by
8045 posts

Sorry for your experience, but many are aware of the issues of renting a car in Ireland and insurance. You do not mention exactly what credit card you have, but many cards do exclude Ireland from complimentary rental car insurance coverage. Calling a general customer service number is a bit of a gamble, the people who man the phones really are no more than script readers, they will regurgitate basic info, and really cannot answer specifics. Anything they tell you is rough information, you want assurances, get it in writing.

Rental car companies in Ireland requiring a written validation of coverage is common, many on here have talked about it, you simply contact the actual company that is providing coverage and have them issue a letter. General CDW and liability usually never includes things like wheel and windshield damage, just like your car insurance does not cover wheel damage, and you have to add comprehensive to get glass coverage.

Bottom line, Your credit card company failed you. You also failed to do sufficient research (did you read all the fine print of your credit card terms? Most never have. Could Auto Europe have been more helpful? Sure. Could Hertz have been more helpful? Sure.

Many on here would say that the coverage provided by free credit card rental insurance is worth about what you pay for it. In some countries it makes sense to just pay the rental company for that insurance, and cost it into the price comparison between companies.

Posted by
1997 posts

AutoEurope’s website clearly states that customers must agree to the terms and conditions before the rental reservation can even be initially processed.

You must have agreed to the fine print either without reading what those terms and conditions were, or without fully understanding them.
It is standard practice among the big car rental agencies that you need to provide written proof from any one of: your own auto insurance company; the bank that issued the credit card used to pay for the rental; a travel insurance policy that includes CDW and theft protection coverage; or some other documentation proving that full auto insurance coverage exists.

Lacking written proof, the rental agency wants a guarantee that they will not be out tens of thousands of dollars in the event of a serious accident and the car is a total loss.
This is even more important when it comes to international travelers renting a car. Hypothetically a traveler could rent a car, total it in a solo accident and then abandon it before hastily flying out of the country.
Hopefully— other than the unsettling experience of paying more than you had planned—you had a good holiday.

Posted by
10186 posts

Of course, the rules for renting a car differ in Ireland and France.