Hertz has recently come under scrutiny for its mishandling of billing customers for gas fees in electric vehicles (EVs). The issue came to light when a customer, who had rented a Tesla Model 3, was charged a “Skip the Pump” fee despite the fact that the vehicle did not require gas. The customer returned the car with the same charge it had when rented, but was still charged $277.39. Hertz initially refused to refund the fee but eventually did so after the story gained attention.
This incident is not an isolated one. Other customers have also reported similar experiences of being billed for gas fees in EVs. Evan Froehlich, another Hertz customer, had reserved a Tesla Model 3 Long Range but was given a standard-range model instead. When he returned the car with 21 percent charge, he expected to pay a flat $25 recharge fee. However, he was surprised to find a $340.97 “Skip the Pump” fee on his bill. It took significant effort and social media outcry for Froehlich to get Hertz’s attention and have the charge reversed.
Toan Le, yet another Hertz customer, had a worse experience with their Tesla rental. They prepaid $329.83 for a week with a Model 3 and expected to pay only $25 for Hertz to charge it upon return. However, they were billed $690.32, including redundant billing for the rental they had already paid for. A significant portion of the bill, $475.19, was listed as a fuel charge, in addition to the charging fee. Le also faced an additional $125.01 charge for using the Supercharger network during their rental.
While Hertz waived the fuel charge for Le, they were still dissatisfied with the overall billing process. Despite being a top-tier member of Hertz’s loyalty program, they expressed reconsidering renting from Hertz in the future. It is unknown how many other Hertz customers have been incorrectly billed, but a Facebook post from March 2023 indicates that this issue has been happening for over a year.
These incidents highlight the need for improved communication and billing practices from Hertz when it comes to EVs. It is essential for rental companies to understand the unique requirements of electric vehicles and ensure accurate billing for their customers. The mishandling of billing in EVs not only causes inconvenience and frustration for customers but also damages the reputation of rental companies like Hertz.
Moving forward, Hertz should take steps to rectify this issue and provide better customer service for EV rentals. This includes ensuring accurate billing, improving communication channels, and promptly addressing customer concerns. By doing so, Hertz can rebuild customer trust and maintain its position as a leading rental company in the evolving car tech industry.
