Hertz
reviews and complaints

Complaint email sent to Hertz Queensland Australia on the 10th January 2015 12:50am

I was filling out the customer service survey that was emailed to me
following my car rental with your company but the page timed out and would
not let me complete the survey saying that it had already been completed
when it hadn't.

For the 25/12/14 to the 6/1/15 I had booked a medium size SUV (Holden
Captiva) and instead received a small size SUV (Mitsubishi ASX).

I understand that the exact make/model are not always available and the
booking is for a similar car from the same size group. There is a laminated
flip chart at the service desk which shows the different size groups and
the cars in each group. The flip chart shows the Holden Captiva is in the
medium SUV group and the Mitsubishi ASX is in the small SUV group and the
luggage configuration was smaller in the Mitsubishi.

After looking at the car I realised that it was too small for my family's
holiday needs and went back to talk to your staff member about changing the
car to the medium SUV that I had originally booked. I was told that both
the Capitva and the ASX were in the same size group even though the flip
chart shows they are not. Your staff member said that the only car
available and closest to the medium size SUV that I had booked was a Nisssn
X-Trail that had not been detailed after the previous rental. I said that
would be fine and I would be happy to rent the X-Trail 'as is' until I was
told that I would now have to pay the extra for the larger SUV. As I had
already paid for a medium SUV and was provided with a small SUV, as well as
being happy to hire the undetailed car, I was not happy to pay the
increased rate. I was given a quite rude 'take it or leave it' remark
regarding the Mitsubishi and was denied the larger Nissan. Being Christmas
day I really had no option but to take the small SUV for the medium SUV
price. Your staff member was argumentative and generally unhelpful.

I returned the car on the 6/1/15 and waited at the service counter for 5-10
minutes but your staff member (a different staff member from the 25/12/14)
was too busy loudly discussing Christmas/New Year holiday stories with
staff members from other car rental companies in the adjoining booths. Your
staff member had acknowledged I was waiting and said she won't be a minute.
I ended up dropping the key in the return box and left without the chance
to talk with your staff member regarding my experience.

I was very disappointed by both interactions at Hertz Rockhampton Airport.
I would have appreciated some notice if the car I had booked was
unavailable so that I did not have to repack and downsize our luggage to
fit, as well as only paying the small SUV price instead of the medium SUV
price. It would have made everybody's day smoother. I am sorry, but I do
not think I will be recommending your company to my friends, family or
colleagues after these two experiences.

Hertz Queensland Australia reply email received on the 25th February 2015 5:00pm

Good Afternoon Natasha,

Thank you for your enquiry and apologises for the lengthy delay in
response.

Hertz is always concerned with any comment regarding our service and it is
important that we learn of problems encountered so that corrective action
can be taken. Your comments have been passed on to Rockhampton Location
Management.

On behalf of Hertz, please accept my sincere apology for the attitude of
the staff members concerned and the unavailability of your booked vehicle
or a suitable alternative being provided to you at no cost.

Please be assured that this is not indicative of the service we normally
provide Apologies are seldom sufficient when customers do not receive the
service that they are expecting and we do regret the inconvenience this
matter caused you.

I have adjusted your daily rate to match that of the downgraded vehicle as
well as refund a days rental charge. A refund of $113.65 should appear in 3
business days.

If I may be of any further assistance, please do not hesitate to contact me
at [protected]@hertz.com and quote file #021****

Kind Regards,
A** G****

Rented a car where there are already a lot of scratches and dents. It's a black Toyota Vios. Sign the papers with all scratches marked. When returning the car ..one of the staff checked and accused me of making one of the scratch and have to charged 2000baht. Told them it was there and foind a receipt in the car that have already the same scratch on the side. At least 4 hertz staff came and out and surrounded me. One of the hertz staff even smoke and just bliw all the smoke at me. Feels like a gang tying to get rid of customer. Tbey accysed me and even shouted at me . Bad experience and will never rest car from HERTZ .

I do not understand the charge and it seems a mistake
Purchase date charge date details reference currency original amount charge amount
50.25 eur 42.70 0 hertz italiana spa 2.10 1.14
50.25 eur 42.70 0 hertz italiana spa 2.10 1.14
Total charged 100.50

on Dec 22 to Dec 27 we as family of 4 ( my wife and 2 kids) got there around 9:00 p.m. to get a car since our pervious reservation was not successful with another company. Anyhow asking for rent a car for 5 days. They knew we are desperate so it was a good opportunely for them to charge like:
-total cost was $1004.96 for just 4 day since we got it at 9:00 p.m.
-nobody asked us that we do have insurance - CAA ( cover all rental)
-charging GPS which we had it already
I called them for explaining the situation why we have to pay extra and so much they told us since we signed the paper money is gone and can not do anything.
so it is sad they are like animal looking for hunting and do not care about anything. Please review the case and return my money they charged me. rental record [protected] - vehicle 2015 Camry license AZ AYL7374

Similar to another gentleman I have just read about on this website, I too received an invoice from Hertz Italiana Spa Roma following a holidy in Itlay (Invoice T103107) advising of a 'fine' that I supposedly incurred in Firenze (Florence) on 26th Sept 2014 at 16:17. It is described as 'Verbale Fine On Line'.
However, we had no encounter with any law or traffic enforcement person in Florence, and no ticket or warning document was left on our car at any stage. In fact, our vehicle was parked, unused, within the hotels grounds the whole time we were in Florence, except, obviously, for our day of arrival and departure. Besides which, we departed Florence on the morning of the 26th to drive to Assisi, driving direclty out of the city without stopping, and without any incident, so it is difficult to see how we could be fined for some offence at 16:17 in the afternoon !
The invoice states that Hertz are billing me for the cost of 'supplying the drivers name and address information to the relevant authority in Italy' . Well, I have not heard anything from 'the relevant authority' in Italy, and I've been back several months now. So this sure looks a lot like an organised scam going on here. The invoice from Hertz does not even provide an email address to enable me to contact them - just a phone number and fax. Charming ! So I have to ring them at my cost ! They really have this little ruse worked out quite well I suggest. My Visa account has been debited, but the chnace of any refund are nil.
Forget Hertz - use another reputable firm.

I rented a car for 1 day (less than 24 hours), picked up on January 12th, 2015 at 12:28pm and dropped off on January 13th, 2015 between 5:00am and 6:00am. The car worked fine and did what it was supposed to do (basic economy car, Toyota Yaris). When we dropped the car off, we were told by the attendant that if we didn't need a receipt to just leave the keys on the dashboard and go, which we did. Our credit card was originally were charged for SEVEN TIMES the amount that was estimated. I called customer service and spoke to a representative, who tried to tell me that we did not return the car until January 15th, which is impossible since we returned to Portland, OR on the 13th. She then checked and saw that the car had been rented out to SOMEONE ELSE later on the 13th. She fixed that, but still tried to charge me more than seemed right...she was still charging me for 3 days of insurance coverage that I had "agreed to"! So after that she made a correction (which took some coaxing and explaining on how it was not reasonable for me to pay 3 days insurance) that brought the price down to $20 more than the estimated (which by the way, I'm still not sure why I owe that, I only drove the car from the airport to AT&T Stadium and back, and returned it with a completely full gas tank and no damage to the vehicle). This is not acceptable service and it is glaring incompetence. Maybe Hertz should spend less money on marketing and more on training your employees and quality assurance. Hertz will no longer be receiving any business from this frequent traveler and my family, and you shouldn't rent from them either. It's too bad that zero stars is not an option, because this one star review is an insult to any other review that deserves one star.

We rented a "standard" car at Hertz LAX--which was supposed to be a Chrysler 200 or similar. When we go there, we were told a "Standard" car is a 2 door Altima--even though our confirmation said a Chrysler 200 or similar and showed a picture of a 4 door car. We pushed the point and refused the $40/day upgrade to a 4 door. $40! We said we'd take the 2 door. When she gave us the paperwork, she said she gave us the 4 door Altima, but we should remember that a "Standard" is a 2 door. As we walked across the lot, we didn't see a single 2 door Altima. I asked the attendant when we left if they even had any two door Altima's. He said he thought they had one. (This is LAX!) Total scam!

I booked a standard size car from Hertz via Hotwire.com. It indicated a Ford Fusion or similar. When I got to the counter, they said I was getting a two-door car. I asked if the Ford Fusion was 4-door, and they said yes. After showing them that I was told it would be a Ford Fusion or similar, their response was "in the Charlotte Airport, a standard vehicle is a two door car and not a Ford Fusion". I responded with "give me any four-door car" and they said for an additional price. I explained again what I had been led to believe, and showed them the paperwork. They insisted that I would get a 2-door car for the "standard" vehicle. I asked them to work with me on the upgrade, and they said It would be an extra $55 for three days. I said how about $10 a day difference, knowing that the next level was usually not that much difference in price. I was told that the next level was $40 extra a day! I didn't pay that much for the initial rental, much less an additional amount. I took the $55 extra as the manager was not available.
I called Hertz and they told me to speak with the manager upon return, or wait until the rental was done and contact billing. I spoke with a manager upon return, and he said he could not credit me any money. I have not been successful contacting billing.
I will contest the charge on my CC soon if I don't get any resolve.

I booked a car with Hertz in Florence, I had to wait for 3 hours. When they finally delivered it I had to make them do the inspection (It was badly damaged on one side). When I returned it at the airport in Rome the gas tank was full but they charged me 193.23 euros for gas (3.39 euros a litre!) and 24.40 euros for refuelling. I did not notice the extra charge because the clever employee circled a different (lower, of course) amount on the slip. Icing on the cake, they charged me another 151 euros in November. I wrote nine emails and, finally, they replied after a month saying that the extra charge is for a damaged tire. I am currently disputing the second charge. Unfortunately, it is too late for the 218 euros I was charged for a tank of gasoline. I am furious, I will never rent from them again.

I flew in to LAX after a 11 hour flight from Paris, all told, due to nosiy plane and other issues had been up for around 24 hours.

We [ three of us ] had pre booked a RAV4. When we got there, the Ref number we had was not found - even though i had been charged already - and no RAV4 was ready, would take at least 2-3 hours if i wanted to wait.. Of course not, i want to get to my hotel, what can you do for me?

We can upgrade you to a newer car - great. We got, in the end, a C class merc, very nice car, was over the moon. Thats when i saw we had been charged $280 more for this car and another $120 for insurance. Plus $63 for a tank of fuel so i didnt have to fill it up on the way back. This was after the 1st car they tried to get me in was a mini bus about 20ft long. 2nd car had no satnav and i was asked if buying a map book would be an option instead of a car with satnav.

I questioned this, as anyone would. Its ok sir - the $280 is just for show on the bill, you will get the £190 you paid for the RAV4 back and if you fill the tank up with fuel when you drop it off, you get the $63 credited back to you.

Ok, i pay $120 more for insurance but get a C class.. i can live with that..

What i didnt know is the woman behind the desk LIED to my face. All the charges where ON TOP of what i had ALREADY paid and when i dropped the car off with a tank of fuel, no $63 is refuned as i was told.

I would not go near these people again.

I have sent an email to Hertz but told as i agreed to the charges, tough luck - doesnt matter what the person behind the desk told you. Complete rip off and spoilt a good hoilday as now i have to find this extra money from somewhere.

I have called customer service 3 times in the last two days. I was charged an extra day ($78) on the rental for returning the car 30 minutes late. Every time I call customer service, they try to transfer me to the local office, but that always goes to a full mailbox and after having been on the phone for 15 to 12 mintues, I get disconnected.

I have tried calling the pittsburgh airport location number [listed on the hertz site ] directly at least 20 times, but that again goes unanswered to a full mailbox.

I was given keys to the car at exactly 8.45 pm [Can be verified by the time stamp on the CC hold transaction] on the 16th and I was back at the hertz return lot at exactly 9.15 on the 19th. I was the fourth car in line and the gentleman who was in charge of returns took about 15 minutes to get to me. I don't see any reason for an extra days charge when I was no more than 30 minutes late.

My entire rental for 3 days was only $110 but they charged me $78 for being 30 minutes late?

Please help me get a refund for the extra day charge.

Here's another lesson in reading the fine print... and making sure you actually receive the reservation voucher!

A few weeks beforehand, I pre-paid for a rental car for our honeymoon in Bari, Italy. I had difficulties with the Hertz website and so I completed this reservation on the phone, where I was assured by the Hertz agent that this was the total rental fee. When I tried to print a receipt for the rental (presumably with terms and conditions attached) I could not. I called Hertz again, and the woman I spoke to in customer service was unable to email me anything, though she assured me everything was in order. I never received a reservation voucher.

In Italy, because my husband doesn't have a credit card, I handed mine to the Hertz agent only after he assured me that it would only be used for liability purposes. We pressed this point and the man at the agency told us repeatedly that we had already paid in full, and that my card would not be charged unless the car was damaged or returned with a less-than-full gas tank. We verbally declined every one of the additional services and forms of coverage.

Yesterday (4 days after returning the car on time) I was billed 635.30USD (plus 19.05USD foreign transaction fee).

Reading the fine print, I see that we were blindsided. I can only conclude that both the telephone customer service agent and the agent in Italy lied to me directly.

- We declined having an additional driver, yet there is a charge for one on the rental agreement (I never drove, nor had any intention. The agent asked explicitly if we wanted an additional driver to which we responded "No.")
- I was charged for an extra day, apparently because we were scheduled to pick the car up at 4pm, and our flight arrived early so we picked it up at 3:28pm (and returned it before 3pm two weeks later)
- The agreement lists additional coverage and charges, but I was not made aware of these services at any time, and it is impossible to know what they are.

After calling Hertz half a dozen times, emailing Customer Service ([protected]@hertz.com) repeatedly, disputing the charge through my credit card, and waiting almost two months, I received the following email back:

"On Mon, Nov 10, 2014 at 5:01 PM, Hertz Customer Relations wrote:
Dear _______:

Thank you for taking the time to contact us about the optional services billed on your recent rental.

I apologize for any misunderstanding regarding the charges billed for (LDW and TP). Upon reviewing the rental charges, our records indicate you accepted this additional service and had the benefit of it during your rental. My research indicates the charges billed for your rental have been correctly invoiced.

I would like to take this opportunity to thank you again for contacting us. We look forward to serving you again soon.

Sincerely,

Tonya Y
Customer Correspondence Administrator
OKC Customer Services
The Hertz Corporation
P.O. Box 26120
14501 Hertz Quail Springs Parkway
Oklahoma City, OK 73134
U.S.A."

On 10/10/14 we reserved a rental car from Hertz Car Rental and used our AAA discount. We received Hertz Corporation Confirmation # G...832 for a mid-sized SUV for pick-up on 10/12/14 @ 11:00am in Mobile, AL at the rate $227.77 and return date 10/16/14. When we arrived at the counter, no representative was present. After approximately 15 minutes a no-named tagged Customer Service Representative (CSR) appeared. We were third in line, the first waiting customers were told she couldn't rent them a car for the price quoted. Subsequently, the first customers left. The next customers were successful in obtaining a car. When we approached the counter, we were told by CSR that our reservation was in the system but she could not give us a SUV for the confirmed printed quote. It appears the printed documentation we presented from Hertz's web site with a confirmed code and rate was useless at the Hertz's rental ticket counter. To us this situation appears as though Its the old bait and switch game. The CSR indicated the system she was using would not allow her rent the vehicle at our confirmed rate, but would have to pay a higher rate. We did not rent form Hertz and walked away. When we asked the CSR for her name, she refused to provide it stating its a Corporate problem not hers. I believe AAA members and all others should be aware of Hertz's practice, we took the bait but will not do so ever again. Coping AAA perhaps they may want to disassociate themselves from Hertz Car Rental.

We rented a car from the Athens Hertz agency 12 Syngrou Avenue on 20th July 2014 and gave it back at Preveza airport on 26th July 2014.

The bumpers on the car (Hyundai I20, red color) were full of scratches, but we were told not to worry. Those were taken into account by the marks on the car inspection paper.

When we gave the car back one week later at the Hertz agency at Preveza airport they marked a supposedly new scratch on the inspection paper and told us he had to do so because the car was unknown to the Hertz agency in Preveza. We were told the car was from the Hertz agency in in Athens.

We called the Hertz agency in Athens three times, the day after we dropped the car in Preveza — the car was supposed to be back in Athens --- and then on 3rd and 4th of August after my credit card has been unduly debited by 123 euros. The first time I was told, that the car was not yet back to Athens. The second time I was promised to be called back. The third time, they told me that the car didn't belong to the Hertz agency of Athens, but to the Hertz agency of Preveza. It is obvious that at least one of the Hertz agencies is LYING; both said the car doesn’t belong to their agency. This kind of dishonest behaviour seems to be quite frequent, especially from Hertz, according to reports from the internet.

My credit card was unduly debited by 123 euros for a scratch we have absolutely no responsibility for. We contacted the Hertz customer service, but they were very unhelpful.

Hertz rented a car to an uninsured driver w/an expired license who rear-ended my son at a red light on June 23rd 2014. They have been dragging their feet and acting in bad faith. This has caused great hardship for my family, all we want to do is get the car repaired, Hertz has claimed responsibility yet they will not pay out anything towards vehicle repair, it has been close to 4 months now.

I just got to Fresno to pick up my vehicle today. I arrived 45 minutes early and the lady said that my reservation wasn't until 4:30. I said, "why does that matter? I tried to be as accurate as possible." She said she would check to see if it was ready and then said it wasn't a couple minutes later . I asked her to put me on something else. She said she could but there would be more fees. Really? Terrible customer service . Never had an issue picking up a car a little early. First and last experience with Hertz.

I was stupid enough to rent a car from Hertz. I did priceline to attempt to save a few bucks on car rental...unfortunately the company was Hertz. I have rented 3 times from Hertz and had at least 3 failures each time. Other rentals many years ago.

I get to the desk, 2 agents, only me waiting in line. One carefully tries to look busy, other discusses on phone with friends which bar to go to after work. Phone rings several times other agent sits on their butt, mine won't even look up to make eye contact. The bar situation is more important. After about 15 min I start to get on my phone to the 800 Hertz number so she stops. Can't seem to find reservation, so tries to rent me a car. I open my bags get my reservation, then she tells me I must upgrade 3 kids and a short mom can't possibly with carry on only in a mid-sized car. Of course she could only find a Toyota Corolla or an SUV or luxury car, so I am put in the Corolla as I refuse to pay to upgrade. Then she said since I would not upgrade she has to charge a $50 deposit, but charges $200, but assures me I will immediately get the money back on the 27th when I return the car. That's 10 days now and no refund. I have called the midway Hertz many times no answer, doesn't suprise me, talking on cell phone instead of working and painting fingernails is more important than work. So they steal money from inocent people. I have called corporate, the local Hertz all to no avail. I facebook negative comments on their page...several have promissed to fax/email my bank, but none have...I called Priceline, they got on the phone with Hertz...Hertz has promised to look into it in the next 10 business days, and advised me that it may take 5 to 10days for the banks to process after they finish their investigation. Looks on this site that deposits are not really refunded...just stolen from customers.