Hertz put a first-time EV driver in a Tesla that was half dead, then tried to hold her financially accountable for getting stranded on the side of the road.
Now that EVs are filling out rental fleets around the U.S., drivers are going through an adjustment period full of hazards and inconveniences. A mother and daughter from Gurnee, Illinois, became trapped inside of a Tesla from Hertz, which the company rented out to them in lieu of an ICE-equipped sedan the woman had reserved in advance. After the dead Tesla stranded them, Hertz tried to put the woman on a do-not-rent list, despite being responsible for much of the trouble, as the woman tells CBS News.
When Becky Liebau and her daughter arrived to the Hertz counter, they were told the only car left on the rental lot was a Tesla. Liebau had never driven an EV; she had booked a reservation for a gas-powered car, but rental companies are notorious for taking reservations though not holding onto them. According to Liebau, this was around closing time and she had no other choice but to take the Tesla, which appears to have been a Model 3 based on the CBS report:
Disaster ensued for the mother and daughter, who had booked the trip to scope out prospective colleges for the 16-year old scholar. We could easily say this was due to driver error, but it’s not that simple. User error figures into the problems that left the woman and teenager stranded, but the onus rests on Hertz now that it’s bolstered its rental fleet with over 50,000 EVs. Especially when dealing with first-time EV drivers like Liebau.
And it’s not like it was for lack of trying on the part of the mother and daughter. Liebau says her daughter tried getting up to speed on the Tesla EV, going on the internet to learn how to to operate the fully-electric car.
Hertz had given the pair an EV that was reportedly under 50 percent state of charge. The Tesla showed approximately 90 miles of range left, which may have been enough to get Liebau and her daughter to a charger. Hertz, however, did not provide them with an adapter to use charging stations that don’t conform to Tesla’s charging standard. Hertz later suggested these adapters are often targeted by thieves. It’s hard to see why that matters, or why Hertz would mention this — other than to suggest it was acting in its own best interest.
The Tesla’s tires were also low on air and would have benefitted from a top up. What Hertz basically did was hand Liebau the keys to a less than half-charged EV with low tire pressure and a missing adapter for use at nearby chargers. The Tesla went dead as Liebau searched for a charging station, trapping the two inside the cabin. Liebau and her daughter had no idea how to get out of the dead EV, and their phones were running out of battery, too. Again, that’s user error, but no one at Hertz explained the proper procedures to Liebau.
No roadside assistance came from Hertz. The two were eventually towed by a driver they had tracked down on their own, who taught them to override the electric door locks. They were taken to a hotel nearby, and had to pay one of the maintenance workers there for a ride across the state.
Presumably, back to their home. A hefty bill was waiting for them, as Hertz tried to pin the blame on Liebau. She refused to pay the invoices, and the company put her on a do-not-rent list. Hertz only happened to reverse course after CBS investigators reached out to the company. CBS says that Hertz has now refunded all charges and has reimbursed Liebau for the expenses she incurred.
Headline should be : Hertz rending Teslas now, definitely not a terrible idea and average Americans not good at pulling levers that aren't incredibly obvious
Giving someone a car with less than 90 miles of range and limited charging options without included adapters is pretty shitty. Definitely a bit of user error, but if you're renting out EVs they need to be close to fully charged. Having to find a charger and wait for the car to charge right after you pick it up is pretty shitty.
Yeah, I get dinged if I return a gas vehicle with less than 3/4 tank, and yet Hertz is handing out EVs with under half a charge?? That's some major bullshit.
Imagine a rental car that needs 8 hours of downtime to rent it again. Now imagine being management at Hertz and the fact they don't even understand THAT much. Imagine how dumb the average American is and now think about the fact 1/2 of them are dumber than that- can't find a door handle and are unashamed of that fact.
That's charging from empty on a level 2 charger. A DC fast charger can charge it in 15-30 min.
Having one or two fast chargers at a large hertz probably makes sense for emergencies, because people probably are usually returning them mostly charged.
Downtime isn't an issue if you allot enough cars to always have your rental fleet in rotation. Have 55 total for every 50 rental cars. Have level 2/3 chargers to cut charge time/etc.
Lots of ways to make it a non issue, but Hertz doesn't care. They will just fuck up instead and bill you for it unless you can get a lawyer or the national news involved.
It also doesn't take more than 30 minutes to charge it from empty to 80%.
It probably takes a good chunk of that time just to do the paperwork.
Handing out/driving away from a charger at 80% is standard practice and fine. Starting at 40% at the home base is unacceptable. It's such an easy problem to solve.
Some people are really stupid. Like seriously when it comes to every day functions many people struggle. Especially when it comes to vehicles, some people just know that there is on and off and forward and backwards... never take anything else into account. It's because of this that flying cars would be a disaster, you can't have these things breaking down all the time or running out of gas. I've seen people literally lock themselves in vehicles before, never change their oil, put antifreeze in the washer fluid canister, drive on a flat until the tire ripped apart, evevtually fell off and had to buy a new rim. Some people should really not be allowed to drive without passing some sort of "basic knowledge about vehicles and what to do when something goes wrong" course.
And yet we hand out drivers' licenses like candy because the alternative is being trapped at home with no bike or transit infrastructure.
I mean, the article does say they had never used an EV and rented a gas car but got given the Tesla anyway. I don't think that's a basic knowledge thing. They weren't trying to drive something that they were unfamiliar with. Why would they know how the charging works?
There hasn't been much of a reason for someone who doesn't drive an EV to know about charging, which is very different from filling up a car with gas. And heck, every gasoline car uses the same gas nozzle, which isn't the case for Teslas. Plus gas stations are never more than a stone's throw away, which is more than can be said about EV chargers (let alone Tesla compatible ones).