Returning a rental car with a full tank of fuel is a common practice for many travelers, but what about when the rental is an electric vehicle (EV)? Recently, The Drive reported on a costly mistake made by a Hertz customer who returned a rented Tesla Model 3 and was hit with a surprising refueling surcharge of nearly $300. This incident sheds light on the potential pitfalls of clerical errors at rental companies that can result in unexpected charges for customers.
In this case, Joshua Lee opted for the “Skip the Pump and Save Time” option, expecting it to cover fuel costs without the need to recharge before returning the vehicle. However, he was shocked to find a $277.39 charge for refueling the EV, despite returning it with a 96 percent charge – the same state of charge he received the vehicle in. To make matters worse, Hertz’s recharging policy specifies a maximum fee of $35 for charging, making the exorbitant charge Lee received even more perplexing.
Despite Lee’s attempts to resolve the issue with Hertz, including appeals for a refund and discussions with company agents, Hertz has thus far refused to reimburse him. This raises concerns about transparency and customer service, especially considering Lee’s longtime loyalty to the company and his President’s Circle status. The situation highlights the importance of clear communication and adherence to company policies, particularly when it comes to EV rentals.
As professionals in the automotive industry, it is crucial to ensure that customers are not only provided with accurate information and fair pricing but also treated with respect and integrity. This incident serves as a reminder of the potential pitfalls of relying on automated systems and the importance of addressing customer concerns promptly and transparently. Moving forward, companies must prioritize clear communication and follow-through to avoid similar misunderstandings and protect their reputation in the eyes of customers.
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