Hertz file FP9637/18

I am a Canadian citizen who spent some time in Sydney, Australia, in December 2009. As a tourist, I spent thousands of dollars there.

On December 1st 2009, I reserved a rental car from Hertz Corporation for a one day rental for the following day at the Hertz Sydney downtown office in Australia. Reservation number 9FKMPW.
I took charge of the car at the Hertz Sydney downtown office on William street at Sydney downtown on December 2nd 2009, at 8:00 hours. Rental agreement 643088644.
I returned the car the same day at the Hertz counter at Sydney airport at 23:15 hours. The counter being closed at that time, I dropped the keys in the night drop box.
The following morning, December 3rd, I called Hertz office on William street, where I had picked the car up, to check the status of the car. The Hertz employee on the phone said he could not make the verification I requested but that I had not to worry.

Hertz charged me for a three days rental on my credit card, saying that their records show that the car was returned December 4th at 11:00 hours. I can prove that I was far away from the airport at that exact time. I argued through emails with Hertz Customer Relations but they would not ear anything. They did not answer any of my arguments, simply saying that after investigation, they stand by their original decision.

Because I returned the car on December 2nd at the airport counter (I have a witness), my point is that Hertz employees did a poor job by not checking the night drop box at the appropriate time, by not noticing the returned car sitting in their parking lot for 2 days, by not answering me correctly when I called their office on William street to check if they had the car returned in their system. As a customer, I do not have to pay for their employees’ negligence, so I ask that they correct their mistake and issue me a refund.

Any help to solve this issue would be much appreciated.


Gilles Morin
Montreal, Province of Quebec
Canada