Hertz says Shane Rich rented a car in Cabo San Lucas with two women. He says it’s a case of mistaken identity. Now the company has suspended his rental privileges. How can he reverse their decision?
Question
I rented a car from Hertz in Cabo San Lucas. After that, Hertz placed me on the Do Not Rent List.
Hertz claims that I tried to rent a car with a fraudulent ID. I do not understand this since my ID is entirely valid and definitely not fraudulent.
So I asked for more information, but these were the only details that Hertz would provide to me. I asked the company to send me a copy of the ID they had on file but they refused.
Hertz also says I was with two women when I rented the car. I took that trip to Cabo alone! I have no idea what they’re talking about, but now I can’t rent from Hertz. This is a case of mistaken identity. Please help! — Shane Rich, San Diego
Answer
Hertz shouldn’t have put you on its Do Not Rent list. And if it did, it should have told you specifically what you did to deserve to be on the list.
What is the Do Not Rent List? Basically, it’s a rental car company’s blacklist. Usually, you get on the list for failing to pay for your car. But you can also get blacklisted for doing something fraudulent, like renting a car with a fake ID.
In reviewing the paper trail between you and Hertz, it appears the company accused you of renting a car in Cabo in August 2021. However, you were not in Mexico at the time and you say you didn’t rent a car from Hertz in August.
This really appears like a case of mistaken identity.
How to prevent a case of mistaken identity when you’re renting from Hertz
There are proven methods for avoiding a case of mistaken identity when you rent from Hertz. Here are some precautionary steps to take:
Scrutinize your rental agreement. Before signing any rental agreement, carefully review all the details, including your personal information, rental dates, and any additional drivers listed. Ensure that all information is accurate and report any discrepancies to the rental company immediately.
Keep your personal information safe. Be mindful of how and where you share your personal and identification details. Only share your ID or passport with an authorized representative, and if you’re ever unsure of the rental company’s disclosure requirements, ask to speak with a manager.
Maintain your travel records. Keep a receipt of your car rental, including the car rental agreement. You don’t have to keep the bulky paper agreement, but at least take a picture of it with your phone. These records can serve as evidence of your rental if any discrepancies arise.
Report suspicious activity. If you suspect that your identity may have been compromised or that someone is using your information to rent a car fraudulently, report it to the rental company and the relevant authorities immediately.
You have rights when you rent a car — and one fundamental right is to not be confused with another customer. If a car rental company like Hertz persists in confusing you with someone else, you may want to file a complaint with a consumer protection agency, seek legal counsel, or contact our consumer advocacy team.
How to appeal a case of mistaken identity
Like other car rental companies, Hertz has a system that allows you to appeal a suspension. It looks as if you had an active dialog with the car rental company and that it had asked you for a copy of your ID, which you provided.
Your case must have slipped between the cracks. All they had to do was compare the information on your ID to the one they got on the rental and they would have seen that this was a case of mistaken identity. It’s not clear why they didn’t.
A brief, polite written appeal to a manager at Hertz might have helped. I list the names, numbers and email addresses of the Hertz executives on this site.
I contacted Hertz. The company reviewed your file and checked your ID. I
“We’ve determined that we made a mistake in this case and have restored the customer’s rental privileges and apologized to him,” a Hertz representative told me.
