Frequently Asked Questions (FAQ’s)



Frequently Asked Questions (FAQ’s)FBHS has established a new partnership with Hertz.To help FBHS travelers and travel arrangers in transitioning reservations to Hertz as FBHS’ primary car rental vendor, the following FAQs have been prepared that will address many of the questions that may arise as a result of this change.TABLE OF CONTENTS:Hertz #1 Club Membership……………………………………………………………………….Page 1Hertz Reservation Details………………………………………………………………………...Page 4Questions During the Rental………………………………………………………………….....Page 5One-Way Rentals…………………………………………………………………………………..Page 6Refueling…………………………………………………………………………………………….Page 6Receipts/Billing/Fees……………………………………………………………………………...Page 7Canceling a Reservation………………………………………………………………………….Page 7 Accidents……………………………………………………………………………………………Page 8Long Term Rentals………………………………………………………………….……….…….Page 9HERTZ #1 CLUB MEMBERSHIPQ.Will each FBHS Traveler automatically receive membership in Hertz #1 Club Gold?A.No. Membership in Hertz #1 Club Gold Cards is not automatic. Each traveler interested in enrolling in the Hertz #1 Club Gold program needs to apply directly because there are certain pieces of information that you will need to include in your profile that FBHS doesn’t have, such as your Drivers’ License and credit card information.Q.Why should I enroll?A.Speed renting with Hertz will make your rental experience seamless. For example, once you enroll and indicate your preferred car type and payment method, your rental information is stored in Hertz’s database. Your paperwork will be waiting when you pick up your vehicle.You will also experience faster reservations and returns with Hertz #1 Club Gold.Speed and Expedited Service - at over 40 of the world's busiest airports, there's no stopping at any counters. And, at over 1,000 locations around the world, simply go to the specially designated Gold counters, show your driver's license, and pickup your keys. Instant Return - a representative will process your return at your vehicle. Q.How do I enroll in the Hertz #1 Club Gold Card program?ENROLLING IN THE FBHS CORPORATE RENTAL CAR PROGRAM IS A 2-STEP PROCESS:Hertz has provided a link Hertz/FBHS #1 Club Gold Enrollment Link that allows all of our employees to enroll in Hertz #1 Club Gold. Refer to the travel page.After getting your Hertz #1 Club Gold number; please update your Corp. travel profile with your new #1 Club Gold number at the link below:Moen/Professional Travel LinkYou will be required to sign a rental agreement at a Hertz rental counter the first time you rent, and you can bypass the counter on each rental after that.Q.I am an existing Hertz #1 Club Gold member; can I use that number? A.Yes, but please make sure that your profile has been updated with the proper FBHS Corporate Discount Program:Moen Incorporated -? CDP# 66983 This is essential because if you do not use the FBHS CDP# you will not receive the rates and benefits provided under the Hertz-FBHS contract. Q.I already have a Hertz #1 Club Gold membership. How can I update my profile online at ?A.On the Hertz homepage, enter your Member Number and current Password, then click on LOGIN. Click on “My Profile” to retrieve your profile information. Note that you can also change your vehicle preferences, affiliations and optional data as well, by clicking on the appropriate tabs.Q.Who is eligible to apply for a Hertz #1 Club Gold membership?A.Any FBHS employee or contractor conducting business for FBHS.Q.Can my spouse or domestic partner sign up for a Hertz #1 Gold membership? They occasionally accompany me on my business trip.A.As a Hertz #1 Club Gold member, your spouse is considered an authorized driver, so your spouse will be able to accompany you and/or drive the rental during your business trip. Your spouse or domestic partner can enroll in the Hertz #1 Club Gold membership but will not be able to use the FBHS CDP# for complimentary enrollment.Q.How soon will I receive my Hertz #1 Club Gold Number?A.If you enroll electronically you will receive your Hertz #1 Club Gold membership number immediately. In addition, you can print out a paper Gold card with your assigned number. You do not need an actual card to utilize Hertz #1 Club Gold. Please note: Even though you are enrolled in the program, the first time you rent you will be required to go to the counter for driver’s license and credit card verification.Q.Do FBHS Hertz #1 Gold participants get Hertz #1 Gold Plus Reward Points?A.Yes. FBHS employees that are enrolled in the Hertz #1 Club can earn Hertz Gold Plus Reward Points by selecting that option during enrollment. You can edit your Hertz profile at anytime to begin accumulating Hertz Gold Plus Reward Points.Q: Do I need to have a Hertz #1 Gold Club Card in order to book a Hertz Rental Car Reservation? A: A Hertz #1 Gold Card membership is recommended for all business travel as it saves you time when you reach your destination. Q: Is there a fee associated with the Hertz #1 Club Gold program? A: No. Hertz #1 Gold enrollment is free with no renewal fees provided that you use the special FBHS Hertz link that is listed below. Please note, it is possible to enroll at the consumer web site, , however, please avoid doing so. If you use this site, you will be charged $60 for enrollment, so please used the customized link Hertz/FBHS #1 Club Gold Enrollment Link to avoid any charges.Q: I already have a Hertz #1 Gold Card, but the information on it is out of date. Does this affect my car reservation?A: YES. Hertz is unable to provide #1 Club Gold Service without current information (i.e. credit card and driver’s license must be current). Without current Gold membership, Hertz will have your reservation; however, it will take longer as you must proceed to the rental counter. Q: How do I update this information?A: To update Hertz account information, name, billing address, home address & credit card etc. go on-line at (log-in under your Gold number) or call Hertz at 1-800-227-4653.Q:I have enrolled in Hertz #1 Club Gold Card and have my new membership number. Is there anything else I should do?A: Update your traveler profile with your company preferred travel agency. You will receive #1 Club Gold Service for reservations placed after you have correctly updated your profile.Q: I’m a new #1 Club Gold Service member. I had to go to the Hertz rental counter my first rental. What happened?A: At the time you enrolled, Hertz notified you about the requirement to show your driver’s license and charge card at the rental counter on your first rental after #1 Club Gold Service enrollment. This ensures that the correct information is on file (valid driver’s license) and allows Hertz to verify signature for the credit card company. Q: How will I know if I have confirmed Gold Service on my reservation? A: Hertz offers two types of Gold Service based on the service offered at each individual location. The Hertz reservation confirmation on your travel itinerary will denote the service level you will receive. Gold Canopy Service (GOLD will appear at the end of your confirmation number): Offered at the major airports, your name will be on a light board directing you to your pre-assigned car. Hertz will check your driver’s license as you exit the parking lot. Gold Counter Service (CNTR will appear at the end of your confirmation number): In all other Gold Service airport locations, your paperwork is pre-done and your car is pre-assigned, Hertz will check your driver’s license at the counter. Q.Do I get air partner miles? What airlines does Hertz partner with? A.FBHS employees can accumulate Hertz Gold Plus Reward Points, which may also be exchanged for frequent traveler miles or credits. Once Points are exchanged, all airline frequent traveler program rules, procedures and policies regarding mileage/credit validity, redemption and expiration will apply. The member is responsible for any applicable taxes on frequent traveler miles/points. The following frequent traveler programs are participating in this Program: Air Canada, Alaska Airlines, Aloha Airlines, American Airlines?, Amtrak?, Continental Airlines, Delta Air Lines?, Frontier AirlinesTM, Hawaiian Airlines?, Marriot Rewards?, Midwest Airlines, Priority Club? Rewards, Southwest Airlines?, United Airlines?, and US Airways?. Travel partner participation in this Program is subject to change without notice. HERTZ RENTAL CAR RESERVATIONS DETAILSQ.Am I required to use Hertz for my business rental car requirements?A.Yes. Hertz has been assigned as FBHS’s primary supplier of rental cars. By using Hertz you will receive the negotiated corporate rates and benefits. Q.Does the Hertz contract include Canada? Mexico?A.Hertz has been appointed as the car rental provider for FBHS and therefore FBHS has Canadian rates and international discounts. Q.Do I need to accept any insurance coverage for business rentals?A.You should decline all optional insurance coverage in your Hertz #1 Club Gold profile and during any business rental.Q.Am I covered by insurance if I use my #1 club Gold card for a personal rental?A.Personal rentals do not include insurance coverage. If you are using the rental vehicle as a personal rental, insurance coverage IS NOT automatically included, and employees should arrange for their own insurance coverage, either with Hertz, or with their personal insurance policy.Q.Is my spouse or child covered by insurance while driving the rental car? A.Personal rentals do not include insurance coverage, including family members.To obtain insurance coverage for a vacation rental for example, the employee and his/her spouse or child MUST both sign the rental agreement AND accept the coverage offered during the reservation/at the counter, or make other arrangements.Q.Is International insurance coverage included while driving the rental car? A.International coverage including Canada, Mexico, Europe, Alaska and Hawaii IS NOT automatically included in the master agreement and should be confirmed at the time of rental.Q.Are our customers, suppliers and job applicants covered by rental insurance? A.Any supplier, customer or job applicant driving a rental vehicle must sign the rental agreement in order to be covered by the insurance. Passengers are covered.Q: I’m only 21, can I rent a car? A: Hertz will rent to all FBHS renters at age 20 and over in most U.S. locations. Q. Does Hertz offer personal rentals?A. Hertz offers the FBHS business rates for personal rentals as well. Q.What is Hertz Local Edition and how could it benefit me? A.Hertz Local Edition is our off airport network of locations. These locations offer a lower pricing tier and provide customer pickup/return service within 15 minutes of the location. Travelers can also avoid airport surcharges and fees by using our Hertz Local Edition network. Q.Do I get a discount if I get Hertz’s Neverlost GPS system?A.The Hertz Neverlost GPS system is available upon request and is based on availability. Unfortunately, there is no guarantee that this extra feature will be available, but Hertz will do its best to accommodate every request. There is not a discount on the Hertz Neverlost GPS; the average cost is $12.99/day.Q.Do Hertz daily rates include unlimited mileage?A.Yes. The Hertz daily rates given to FBHS will include unlimited miles if it is a round trip rental to the same location. There may be mileage charges for rentals that are picked up at one location and returned at another location.Q.I sometimes need a van. Is there a discounted rate for this vehicle type?A.FBHS has a negotiated rate for a Minivan. If a larger van is needed, there may be a small discount that varies per location. Q.Does Hertz have vehicles equipped with iPass, EZPass or PlatePass? Can it be disabled? What is the billing charge structure for toll charges? Is there a way to request vehicles without PlatePass in places like Florida, Colorado, Texas, and San Francisco?A.For rentals occurring in Florida, Texas, Colorado, and Northern California Bay Area Bridges, 100% of the Hertz fleet is enabled with PlatePass for image tolling. No special equipment (toll transponder) is needed because an image of the license plate is taken to identify the vehicle. Vehicles have a sticker tag in the windshield to remind the customer of the service. For rentals occurring in states that use EZPass / I-Pass toll transponder equipment ( NJ, MA, NY, ME, NH, VA, WV, IL, IN, PA, DE, MD), between 70% and 90% of vehicles are equipped with a transponder box mounted in the vehicle behind the rear view mirror. Availability is highest in the major airport locations with large toll road networks. The IPass/EZPass can be disabled by simply closing the shield or IPass Box. If it is open, then simply push it shut. The customer will pay the actual toll, plus a $2.95/per day administrative fee, not exceed $14.75 per month.QUESTIONS DURING THE RENTALQ: Who can drive my rental? A: 1. For rentals in the U.S.:Any other licensed Company employee or FBHS contractor (20 and over) can legally drive the car. In the U.S., the Gold member’s spouse is legally authorized to drive the car. 2. For rentals outside of the U.S.:All additional drivers must be signed onto the rental agreement as an authorized driver. The driver and/or additional drivers must be present to show their Drivers’ License to be listed on the rental agreement. If the additional driver is not present at the time of pickup, he/she can stop at any Hertz Location to be added to the rental agreement. If the vehicle is picked up in NY and driven into Canada, there is no need to list the authorized driver since Canada has the same rules as the US. Q: What do I do if my car has a mechanical problem or flat tire?A: Hertz customers have access to 24/7 Emergency Roadside Service (800) 654-5060 for help with any vehicle performance problem, including accidents and mechanical breakdowns. Hertz’s agents have access to a multitude of resources (Hertz locations, tow services, locksmiths, etc.) for use in resolving these types of issues. If your vehicle is drivable, go to the closest Hertz Location to see about an exchange. If you have a flat tire, you can choose to change it yourself or call Hertz Roadside Assistance. This information is printed on your rental jacket for your convenience.Q: What happens if I get a parking ticket or commit a toll violation while renting with Hertz?A: The renter is responsible for the vehicle at all times. Parking, towing, toll violations or related charges will be the renter’s responsibility. If you receive a parking ticket, it will be advantageous to pay it immediately. If Hertz receives the fine from the municipality, it is usually much later and late fees will be assessed to the renter by American Traffic Solutions or Hertz Rental .ONE-WAY RENTALS?Q: I’ve had a change of plans, can I return my car to another location? A: In most cases, Hertz will allow you to return to a different location or city. However, please be aware that your rental cost can change substantially. To change your return location or add additional days to your rental, please contact (800) 654-4174. Have your rental record number available for quicker service.Q: Will I be charged mileage on the rental cars?A: Typically, there is no charge for mileage when renting with Hertz. However, one-way rentals may be assessed a one-way mileage rate. When making your reservation, specify the rental and return location, any one-way charges will be quoted at that time. Q.Do drop charges/mileage charges apply in metropolitan areas? i.e. Chicago, San Diego, Los Angeles?A: Typically, there are no drop fees or mileage charges when picking up and dropping off within the same area. When making your reservation, specify the rental and return location, and the appropriate charges will be quoted at that time. REFUELINGQ.Should I pre-pay for fuel or refuel the vehicle prior to returning it? A.Travelers should never pre-pay for fuel. The most cost effective way to rent is to refuel the vehicle prior to returning it. However, if there is a good business case where the car cannot be refueled, we have negotiated a $1.00 per gallon refueling fee, in addition to gasoline at the national average fuel cost. ? RECEIPTS / BILLING / FEESQ: I need a receipt for my last rental. What do I do? A: Hertz offers receipts on-line at . You can view your past several rentals when you log-in under your Hertz #1 Club Gold number. You can also go to , Customer Support, Request a Receipt, to send an email request for a receipt. For travelers that are Hertz #1 Club Gold members, opt to receive emails and include your email address in your personal profile and you will automatically receive rental receipts after each completed rental. Q: What are all of the extra charges on my rental? Are they valid? A: There are several possible additional fees and charges that may appear on your car rental bill. Many of these fees are assessed by states, cities and airports. Fees, such as Airport related fees, transportation fees, licensing fees, facility charges, etc., are all applicable and valid charges on your rental. If you have specific questions about your bill, call (800) 654-4173 for Hertz billing information center.Q: I have questions on my receipt, who do I call? A: For billing inquiries, please contact Hertz?(7am to 7pm CST Monday through Friday) (800) 654-4173. Or, you can send an enquiry at , Customer Support, Contact Us, A Past Rental. Please have your rental record number or rental details available.CANCELING A RESERVATION Q: I made a rental car reservation, but did not need it. If I didn’t cancel it, am I charged a “no-show” fee? A: It is up to you to cancel any reservations that you do not need. At this time, most Hertz car rental reservations are not assessed a charge if they are not cancelled. This may change in the future so it’s a good idea to get in the habit of canceling any unneeded reservations. Q: How do I cancel? A: During normal business hours, travelers should contact their company preferred travel agency to cancel their reservations. If you have an after-hours cancellation, then you can go to or call Hertz directly at 1-800-654-3131. ACCIDENTSQ.What should I do if I am involved in an accident or experience vehicle operating issues?A.Hertz has a 24-Hour Emergency Road service hotline that you will find on your rental jacket should you be involved in an accident or experience problems with your Hertz rental vehicle. Hertz’s Roadside Assistance offers help 24-hours a day, 365 days a year by specially trained agents that will instruct you what to do in either scenario.Q: What is the accident reporting process?In the event of an accident or vehicle damage, please observe the following: Reporting an accident or damage to the vehicle:Call the local police, when appropriate, obtaining the following information: Number dialedWho you spoke with (name and badge number)If police came to the scene; get case number, officer's name and badge number.Obtain the following from the other party involved in the accident:Name, address, phone numberVehicle information: model, license plate numberInsurance carrier: contact information and number.Make sure that you file an accident report within 24 hours. If there are injuries or others involved, it is important that a report is filed immediately.Call Hertz regarding a vehicle exchange.Report all accidents to Hertz as quickly as possible: call (800) 654-5060. File a Hertz Accident Report Form – available at any Hertz location.Please be sure to give all contact information as to where Hertz can reach you over the next several months. Keep a copy for your files and provide a copy to the Hertz location when you return the car.Hertz Claim Processing:A file is established within 48 hours after the accident report is sent to Hertz Claim Management.If you are contacted by an outside party regarding the accident, you can give them the toll-free number for the appropriate Hertz Claim Management office, available on the back of the accident report. To look up the claim, they will need the date/location of the accident and renter's name.Hertz Claim Management will handle the entire claim. If you are contacted by Hertz Claim Management, please be responsive to all requests.Please note: The statute of limitations varies by state of accident and accident type. Please don't be alarmed if you are contacted several months or even a year or two after the accident. LONG-TERM RENTALS (30 DAYS+)Q: I will need a rental car for a long period of time. What should I do?A: You can place all long-term rental reservations through your preferred company travel agency, or by calling Hertz 1-800-654-7788. ................
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