Kirk here with an update on Hertz’s policy toward expats with driver’s licenses and passports from different countries.
First, for background, here’s the URL of my post on the issue from last year:
In a nutshell, I was told at the Hertz office at the airport in Madison, Wisconsin (USA) that if I have a Japanese driver’s license I should have a Japanese passport; or, since I’m an American citizen, I should have a driver’s license from a state in the U.S.
As you can imagine, I was not a happy camper. I was left without transportation and no refund. Plus, the issue occurred when a convention was being held so none of the other rental agencies had a vehicle I could rent (even though other agencies said that they would not have a problem with my documentation).
Unwilling to accept this treatment, I began writing to journalists who had written about Hertz in the past according to information I was able to find searching the web. None of the journalists responded to me but, in the process, I was able to find an image on Twitter of a letter from Hertz CEO at the time Stephen Scherr. The image showed his e-mail address (normally not shared with the public) so I wrote directly to the CEO and listed the media (CBS, New York Times, etc.) that I had written to about the expat-discrimination I faced. I didn’t get a response directly from Mr. Scherr but that e-mail got a response from someone at Hertz’s “Executive Customer Service.” That final resulted in a refund and points that would allow me a free rental during my next visit.
The refund was certainly good but the problem now is that I’m unable to use the points because the basic issue is unresolved; the Hertz in Madison, Wisconsin still says that I can’t rent with my documents.
At least I know in advance this time (I didn’t even think to check about this in advance last time). We’ll rent elsewhere and let the points sleep for now.
I’m considering trying to go through the U.S. consulate in Fukuoka, as I think the US government should stand up for law abiding US taxpayers who face discrimination from ignorant American businesses. In the meantime, if your situation is similar to mine, beware of Hertz!