@Hertz I just renturned my rental to your Chesapeake, VA location and was charged a $400 cleaning fee because there was a minimal amount of pet hair in the back from my wife’s service dog. I informed the staff at pick up and return There would be a service animal in the vehicle.
@Hertz this is a pretty clear violation of the Americans with disabilities act… ADA requires that cleaning fees associated with a company’s pet policy do not apply to service animals and mandates those fees be waived.
@Hertz for context, my wife and I rented a minivan for three weeks and drove from VA to KS with our 3 foster children to visit family. We diligently made sure the dog laid on the ground on top of a mat we brought along. As a courtesy I even vacuumed it out before returning it.
@Hertz After 3 days, this situation has still not been resolved. It's bad enough that we were charged a cleaning fee in direct violation of the ADA but closer inspection of the receipt shows that it was listed as a "smoking fee" and that the charge was "accepted"
@Hertz I am a Gold Plus member & only had positive experiences with @Hertz in the past but a wrongful/illegal $400 fee treated this flippantly is straight up negligent. At this point I am not sure how I can remain a loyal customer unless this is made right w some sort of urgency.
@Hertz since you have effectively ghosted me, I'll continue to provide updates instead. Your customer service team's inaction encouraged me to go back to the rental office and speak directly with the representatives involved to try and shed some light on the situation.
@Hertz I was told by your employees that labeling the additional charge on my receipt as "Clean Fee - Smoking" wasn't a mistake, all of your cleaning fees are coded that way... That would be inane but I figured it could possibly be true so I let it go and moved on.
@Hertz I politely explained the situation again and explained that federal legislation prohibits charging a pet fee for service animals. Your employee said it was her job to charge the fee and that there was no way to refund me from their office, I would have to call corporate.
@Hertz I followed up by asking her to clarify if she actually thought it was part of her job description to discriminate against people with disabilities and she replied (the PR team will love this) "I'm not discriminating against you or the dog, just the hair" #ADA #ADAcomplaint
@Hertz in conclusion, the fecklessness of your customer service team + the carelessness and incompetence of employees at the rental location provided enough catalyst to formally state my refusal of the arbitration provision in my rental contract with only a day to spare!
@Hertz if the PR Team hasn't caught on yet, maybe the phrase "I refuse to agree to the arbitration provision" on the same thread connected to the @Hertz twitter handle will get the attention of your legal team's algorithm...
@Hertz To end this tirade: Im not an internet weirdo, trolling the @Hertz account because I have nothing else to do... I'm a teacher, husband, & the foster father of 3 (soon to be adopted!) little ones. Like most folks, I just can't afford to treat $400 quite so flippantly.
@Hertz do the right thing. I’m not asking for anything other than to be made whole. If that seems like a lot to ask, I will just mention another algorithm phrase “class action lawsuit” and also sugguest that its not a great look to be all wrapped up in a #ADA/Discrimination case
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