A question for #1 Club Gold Members - Are you advised, or have you been advised, of changes to the terms and conditions and, if so, how?
I joined #1 Club several years ago and at the time of joining, received a copy of the terms and conditions. Since joining, I have hired cars from Hertz dozens of times (mainly in Australia, but recently also in US) and have never been provided with a copy of the rental terms and conditions, which I understand is how it's supposed to work, given members are subject to a master agreement. I have also not received any notification of any changes to the terms and conditions, either by mail (they still send some things to me via mail), or via e-mail, or via notification on their website when I log in, at least not that I can recall.
I have an upcoming booking for a group D car from SYD, using the RACV CDP. Today I rang Hertz to clarify the insurance excess for this CDP and particularly whether the additional Single Vehicle Accident (SVA) Excess of $2,200 + 18% Airport Fee applies, as my understanding was that it did not for the RACV CDP (and all other Auto Club CDP's), but does for every other CDP I am able to use. The SVA excess doesn't worry me, but does worry my additional driver.
I was advised by the Hertz CSR that the SVA Excess applied when the car was driven outside the metro area/in country areas and also in some circumstances on roads with 100km/h speed limit. I queried this and asked could he tell where it was written either on the website or in the terms and conditions, as my understanding was that it either applied to all driving or didn't apply at all, depending on CDP (and previously it used to be waived if you collected the car from metro locations, irrespective of where the car was driven). The CSR advised that he didn't believe it was on the website and he didn't have an agreemnt in front of him, but that it would be detailed when I picked up the car. I explained that #1 Club Gold members do not receive a copy of the terms and conditions when collecting the car, which he advised he wasn't aware of. I asked could I speak to someone to clarify this further, which he couldn't find. Whilst on hold, I looked up the terms and conditions on the Hertz website and it turms out the CSR was correct, as Hertz have changed the terms and conditions! The terms and conditions basically now say that the SVA applies outside built up areas, irrespective of where the car is collected, with built up areas being defined as areas with a speed limit of less than 100km/h and street lights. I have no idea how long this has applied, as the CSR couldn't tell me and there is no date on the terms and conditions on the Hertz website.
Changing the terms without advising me is a great concern, particularly terms that involve their 'insurance', given I never reduce the excess (My Westpac Altitude Platinum card covers excess up to $5,500) and often drive long distances outside the metro area with cars collected in the metro area!
Are others aware of this? Have I just missed some communication? If so, I'll have to
be more careful. If not, do the previous terms apply, or the new ones?
Over the years, I have noticed the terms and conditions have often changed, sometimes for the better, but mostly for the worse, but it's getting ridiculous! I plan to send an e-mail to Hertz, but thought I'd get some other opinions first.
Thoughts, experiences, much appreciated.
I joined #1 Club several years ago and at the time of joining, received a copy of the terms and conditions. Since joining, I have hired cars from Hertz dozens of times (mainly in Australia, but recently also in US) and have never been provided with a copy of the rental terms and conditions, which I understand is how it's supposed to work, given members are subject to a master agreement. I have also not received any notification of any changes to the terms and conditions, either by mail (they still send some things to me via mail), or via e-mail, or via notification on their website when I log in, at least not that I can recall.
I have an upcoming booking for a group D car from SYD, using the RACV CDP. Today I rang Hertz to clarify the insurance excess for this CDP and particularly whether the additional Single Vehicle Accident (SVA) Excess of $2,200 + 18% Airport Fee applies, as my understanding was that it did not for the RACV CDP (and all other Auto Club CDP's), but does for every other CDP I am able to use. The SVA excess doesn't worry me, but does worry my additional driver.
I was advised by the Hertz CSR that the SVA Excess applied when the car was driven outside the metro area/in country areas and also in some circumstances on roads with 100km/h speed limit. I queried this and asked could he tell where it was written either on the website or in the terms and conditions, as my understanding was that it either applied to all driving or didn't apply at all, depending on CDP (and previously it used to be waived if you collected the car from metro locations, irrespective of where the car was driven). The CSR advised that he didn't believe it was on the website and he didn't have an agreemnt in front of him, but that it would be detailed when I picked up the car. I explained that #1 Club Gold members do not receive a copy of the terms and conditions when collecting the car, which he advised he wasn't aware of. I asked could I speak to someone to clarify this further, which he couldn't find. Whilst on hold, I looked up the terms and conditions on the Hertz website and it turms out the CSR was correct, as Hertz have changed the terms and conditions! The terms and conditions basically now say that the SVA applies outside built up areas, irrespective of where the car is collected, with built up areas being defined as areas with a speed limit of less than 100km/h and street lights. I have no idea how long this has applied, as the CSR couldn't tell me and there is no date on the terms and conditions on the Hertz website.
Changing the terms without advising me is a great concern, particularly terms that involve their 'insurance', given I never reduce the excess (My Westpac Altitude Platinum card covers excess up to $5,500) and often drive long distances outside the metro area with cars collected in the metro area!
Are others aware of this? Have I just missed some communication? If so, I'll have to
be more careful. If not, do the previous terms apply, or the new ones?
Over the years, I have noticed the terms and conditions have often changed, sometimes for the better, but mostly for the worse, but it's getting ridiculous! I plan to send an e-mail to Hertz, but thought I'd get some other opinions first.
Thoughts, experiences, much appreciated.
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