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1.4 1169 Reviews

Hertz Complaints Summary

129 Resolved
1040 Unresolved
Our verdict: With Hertz's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Hertz reviews & complaints 1169

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5:05 am EST

Hertz car rental in italy

References : Contract [protected] I am a regular traveler from Paris to Venice (Italia) and a regular and old-timer customer of HERTZ. Last summer, I had a very bad experience with unexplained, unjustified extra-charges . I booked from France via Internet a car rental from aug 25th to october 8th (45 days). The Hertz contrat was 1066, 61 €uros, stating includes local expenses, car registration expenses and theft guarantee. I didn't change the contract when picking up the car(no additionnal options) and at the return the gas tank was full. I got back the car 30 minutes late behind schedule.. What a surprise when I received a final bill of 1162, 49€uros. Extra-charges (95, 88 €uros) were : Local taxes, car taxes and theft taxes. ! I got in touch with the HERTZ Customer Services to get explanations and proofs. Three times. I got back three DIFFERENT answers, each one useless and out-ot scope. After this great experience with Hertz Customer Services, I wrote to HERTZ ITALIA Roma Complaints Board... and I got again a fourth answer ... from Hertz Customer Services with the same silly answer as previously. I used to rent cars mainly Hertz, but sometimes AVIS, Europcar.. Well now, I will move down HERTZ at the bottom of my favorite rental car company list.

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2:05 pm EST

Hertz stolen credit card information

Had to rent a car and gave Hertz my credit card information to pay for the tank of gas up front. Logged onto my credit card account online and saw pending charges that were not done by me ($200 at Nike.com, $245 at H&M). Called credit card company who closed the account and are issuing me a new card.

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10:58 am EST

Hertz rude staff

Hi, I had rented a car at Hertz for 1 night from the Rochester, NY Aiport and had to return it to the New York Hertz center at 43rd Street. Being a gold member, you are allowed to leave the car and they email you the receipt. But when waiting in the car for 7 mins nobody came, I got out of the car and went to the front desk to return the car keys. The lady there tells me to provide the mileage of the car and how much fuel has been used. She does not even bother to get out of her seat and check the car herself. And then when the mileage has been written, she is like can you show me which car is it? Lady, if you would have gotten out of the car initially to actually check the mileage yourself, you wouldnt have to ask a customer to write it down now, would you? Such lazy and rude people - and this is how Hertz provide excellent service to their frequent gold members! So much for customer loyalty!

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pissedphillygirl
, US
Jun 03, 2016 8:34 am EDT

We rent our cars weekly. Long story short we started calling the company directly to extend our rentals since they "weren't going through". Corporate said that it was because our local office didn't process our order. We were getting calls and letters a=saying that we had our car illegally. So I called and extended our car on Monday, on Thursday I called because they took the money for the rental and also took three $30.00 charges and a $40.00 charge. I called the company to talk about this and I am told that I must return this car right now or it will be repo'ed. He starts yelling at me that he will do nothing for me until I return this car, or I will suffer the consequences.. then I give the phone to my husband and the guy hangs up on my husband. When I call back I get the same guy and he said that they are trained to hang up when people cuss at them. My husband didn't say one word... I have no idea what we are going to do now

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11:47 am EST

Hertz car rental

Agreement no: M75522506 Date: 11/04/2015 Document: [protected] car description: yaris 5d 854llo reservation id: G73806931E2 I am not happy the way things were handled, I will NOT be using Hertz for anything again! Someone messed up and Hertz charged extra costs to my card. And why isn’t tax charged when you rent? I CANNOT get my money back from this mistake, for 21 days! I am now paying for this. The money is being held from me using. Because of some incompetent person. Some of us really need that $199.00! From a 114.00 bill then they added 12.54 to my bill I guess that was for tax on the car. I have called several times to resolve this because I only had $10 left on my card and almost caused a heart attack! This is totally unacceptable. And your company is probably as big or bigger then AT&T and really don’t care if one person says I will not use them again! I will not use AT&T ever either. So out of touch from customers. But that one person will tell other people not to use them trying to rip people off! I understand you need a deposit but some of these charges I got were ridiculous! Because someone put the wrong date to drop off, so you charged me for 3 or 4 days till I brought back the car and now my card has the money on hold. Then I can send you an email and filled it all out with no submit button, good work! And keeps getting better. Your site crashes every time I TRY send a complaint. Update: It is 21 Business days. I won’t get my money back until Dec 2, 3, and 4th. It will be freaking MONTH before I get any money back. Also why do you need so much information to file a complaint? I will be getting in touch any other agencies to inform them of you practices. Thanks, Cynthia I’m sure you can find all my information with the information I supplied, I will not post it publicly.

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11:00 pm EST

Hertz overcharged me through deception

I prepaid online for a rental car which I picked up at Orlando National Airport on November 11, 2015. I went to a kiosk and spoke via telephone and skype with a service representative in order to check in a pick up my car. I told the man I had prepaid. He asked me if a Nissan Altima was acceptable. I said yes. My original pre-paid contract listed Nissan as one of the potential cars. He did NOT indicate that the Nissan Altima was an upgrade which I would have to pay more to drive. The rental record printout said in large print that the total estimated charge was $254.13 which I initially thought was $200 for the deposit that is placed on my card to be refunded when I returned the car plus the $54 adding my daughter as a driver. However, what I did not see until later was the fine print. I was charged an additional $138 for the Nissan Altima as upgrade charges. Thus, my card was charged an additional $454.00. Upon returning the car on November 16, 2015, I stopped at the Hertz airport office to request a refund. I was told they could not do this, and that I would have to call a manager. I was given the phone number of the person to call. I called that person when I returned home. He told me there would be an official inquiry where the tape of my conversation would be reviewed. I was told that I would receive and email when this inquiry was completed and that this man would personally call me. It is now November 24, 2915, and there is no email and no phone call. I again called the number today and had to leave a phone message. I asked that this man should call me back. He did not. This is not the first time this deception has occurred in my family since the same thing happened to my husband a year ago. It seems to me that Hertz employees must be trained to be deceptive in order to overcharge customers.

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10:30 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hertz unethical behavior and charge

Rental record # [protected] Vehicle 01898/ 7383722, license VA VHT2256 On November 15th 2015 I returned the above Hertz rental car in Union Station Washington CD. 1. The car return sign was pointing to the entrance to the parking lot. I spent 15 minutes, looking for the car rental return place...after calling Hertz I was told to leave the parking lot and enter the entrance near to the parking lot. I exit the parking paying 9$ which the Hertz person in charge told me that he will credit me (due to the unclear sign) but he was not able to credit since the rental was prepaid. 2. The rented car ignition was keyless so I kept it in my pocket therefore forgot to return it (the person in charge did not remind me and didn't ask for the key!). In the hotel (in Arlington VA) I realize that the key in in my pocket and the day after (November 16th) we traveled back to Hertz station and returned the key. The person in charge told us that our account was charged 140$ for the forgotten key. Both charges were unfair and I would like Hertz to credit me for those unnecessary charges. Thanks Ilan Sharon

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11:11 am EST

Hertz rental car

My wife pre-paid Priceline for a Hertz rental car in Tampa for 11/11/15: her father died the afternoon she was to depart. I contacted Priceline inquiring about refunding the payment to us as a result of these extenuating circumstances. Priceline’s shameful reply was to cite corporate policy via email and hide in cyberspace offering only on-line interaction and providing no recourse to speak with a representative or supervisor about her situation. Do companies in this country no longer have bereavement policies? Do they actually care that much more about the “all might dollar” than in possibly easing the pain of one of their customers? Do they think people, going thru these kinds of traumatic situations, don’t need a little sympathy, empathy and support wherever they might find it? Priceline and Hertz made 100% profit on my wife’s loss and they gladly will do the same to the next unsuspecting soul. It’s extremely disappointing to see that genuine customer service and satisfaction is not part of the Priceline or Hertz vernacular. I strongly recommend individuals avoid patronizing Priceline and Hertz until they change parts of their customer service policies. There are plenty of other companies to choose from for your travel needs and maybe even a few that put the customer’s needs first before profits. Before making any kind of travel plans, with any company, ask what their bereavement policy is. If they say they don’t have one; ask them why not and when will they have one in place! Though I would never wish my wife’s unfortunate scenario on anyone, you might find yourself in the same situation one day. Take steps now to make Priceline and the rest of corporate America take notice and show some compassion in those hours of need.

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The Truth You Must Know
, US
Nov 12, 2015 1:12 pm EST

Is this a joke complaint?

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3:27 pm EST

Hertz unauthorized charge

On 11/8/15 I rented a car at Hertz Airport through my Platinum American Express Cart and received the Gold service. On 11/10/15 I returned the car after having used only 10 miles. When I returned the car it had a full tank 8/8. Then I was told that even though my tank was full unless I had a receipt for gas I would be charged $13.99 plus 10% tax. I explained that since I only drove it 10 miles all I put in the tank was about $3.00 and I paid in cash. But rules are rules. I was NEVER told about this "corporate policy." Nowhere in my contract did it ever say that I needed a receipt. This is terrible corporate policy. If you have that policy then when you drive out the person who gives you the contract should tell you those rules. RR #[protected]

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9:07 pm EST

Hertz rental car charge not mine

I have sent twice information verifying I was not in Los Angeles or California the week Hertz is charging me $290.28. Then I get a message that the claim will not be overturned from you Credit Claim Department. I will call them on Monday and talk with Supervisor. I am extremely angry that this charge was not erased from my statement. I complied with the request to send my airline information and original rental agreement through Priceline. This is completely unacceptable. Robert C Swanson [protected]@comcast.net

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12:50 pm EDT

Hertz fine for car rental

I was in Italy in March 2015. I rented a car from Hertz. When I got back to the States, 3 months later I notice there was a $42 charge on my CHASE credit card regarding a verbal fine from Hertz Italiana SPA. I called CHASE and disputed the charge. CHASE initially credited it back the amount while they investigated the situation. Two months later I noticed another charge for $48 from Hertz Italiana spa again. I called CHASE again and disputed that amount as well. Too make a long story short, CHASE stated they received the paperwork from the Italian police regarding the fine. They sent it to me and it was all in Italian. I told CHASE that this is fraud as I researched and read the same thing happening to so many people when they rented from Hertz in Italy. I also gave CHASE this website and others showing all the complaints against Hertz Italian Spa for these so called mystery violations. I asked for additional proof of the fine as I never got pulled over while in Italy and never received any paperwork regarding the fine. All I received was the charge to my CHASE credit card. CHASE finished their "lack of" investigation and ended up charging me the $48 fine based on the one page document they received in Italian (wasn't evening english). How is that for company like CHASE that I've been a customer of for over 12 years to not believe my story and all the others on these complaint websites. I will never ever rent from Hertz again and more importantly will be canceling my credit card with CHASE and recommend to everyone to not to do business with CHASE. American Express would have taken my side on this right away. CHASE is probably in on this n and splitting the fines with the Italian government. What a world we live in. You try to follow rules and do the right thing. I guess nice guys really do finish last.

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9:28 am EDT
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Hertz car rental

Very bad experience with Hertz Rent a Car Wexford IRL. Made reservation for car rental through Ryanair. Arrival with family on Friday night October 16, 11pm. Lady at the desk convinced me to take upgrade and charge for full tank and insurance. She showed me some pictures of the car (VW Golf) and there where NO damages.. The walk from the desk to the car took a while and after we found the car we forgot to check and drove away immediately. Stupid! We drove from airport to Blanchardtown to our hotel. Parked the car in a clear spot. Next morning I saw the bumper had some scratches which where old and dirty. Simple to conclude this. I made pictures and try to send to Hertz but got the mail returned because they only work with no reply address. Anyway, I have very good experiences with Hertz and don't expect any problems. Wrong!. When we returned the car the person immediately saw the scratches and charged my credit card for 780 Euro! I start discussion this damage was already there. Of course an useless conversation. I told them that we pick up the car in the garage and that the pictures they showed me where taken on the big car park and so I believe the damage could also had happened during the ride from the car park to the garage... This of course is not true and they claim that the damage happened during my rental agreement. Ridiculous!

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2:20 pm EDT

Hertz double billed for a rental

My sister and I went to Illinois suddenly for my mother's illness and booked our airfare and Hertz rental car. All travel arrangements went fine. Our mother passed away that day and a day or two later I made flight and pre-paid Hertz rental arrangements for my brother-in-law to come for the funeral. When he arrived at the destination and tried to get the car I pre-paid for him, they told him he couldn't take a reservation pre-paid by someone else. No where on the site did it say the payer had to be the driver. So, he got charged for the rental and I had to pay the pre-pay reservation I made. I called Hertz and they said I had to email customer service. I emailed Customer service twice and never heard a word back. I wrote a letter to the corporate office in Florida and got a return letter that they were fine if I didn't do business with them again. So, I guess I won't. Not much for customer service, are they?

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6:32 am EDT
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Hertz car rental not available, poor customer service

I submitted an online reservation using my disabled american veterans discount for a 5 passenger standard suv, (Chevrolet equinox or similar), on 10/08/2015. I arrived at the hertz car rental located at 254 west 162nd street in south holland, il at 8am on 10/14/2015. I was greeted by an african american male, and the receptionist, a young african american female, (Myself, an african american male), with less than desirable customer service skills. After identifying myself, and presenting my reservation information, I was told in order to reserve the 5 passenger standard suv, I needed to make the reservation 7 days in advance. After protesting that information was never presented to me, she said that she would talk to her manager. She returned approximately 20 minutes later with a set of keys and told me to follow her to the parking lot. At that point she showed me a dirty vehicle that was bellow the grade that I reserved. I declined the auto and left the facility. I received a call from the manager 10 minutes later, (The african american male that greeted me when I arrived at the facility, but never introduced himself, or, tried to resolve the matter while I was at the facility), and was told that because he did not come to work the previous day (10/13/2015), he was not aware of the reservation. I couldn't understand his explanation since I made the reservation online 6 days earlier. He told me he could get the type of vehicle that I reserved brought to the south holland location between 10am and 10:30am. I declined his offer and informed him that I would be making a formal complaint because that would put me 2 hours behind schedule. I went across the street to enterprise car rental, received the rental type that I needed; $30 cheaper, and was in and out in less than 15 minutes. At the time of this posting, hertz still has not refunded the charge for the rental that I never received.

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2:48 pm EDT

Hertz outrageous overcharge for fuel

I rented in the Charleston S.C airport. I didn't have time to refill the fuel and was charged $9.99 per gallon for a total $140 additional cost for the rental. I understand that I should have read the fine print on the costs but to be charged approx. 5X what the typical consumer pays is outrageous. I would expect to pay a premium for not refilling but I know for sure they are not paying even the same price as a consumer for fuel. Very disappointed and will never rented from them again and will be sure to tell me friends that same thing.

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7:46 pm EDT

Hertz rental car was not ready. customer service was extremely poor.

Made a reservation for pickup on September 17, 2015 at the Las Vegas McCarran International Airport. I am a long time loyal Gold Plus member #[protected] Upon arriving at the rental car location, I was devastated to learn that the vehicle for which I'd confirmed was not available. I arrived in Las Vegas to attend my Mother-In- Law's funeral service. I waited for some length of time before the confirmed car was located. To my disappointment, the car was an old 2014, with high mileage, and it was scratched up badly. The Service Clerk was willing and tried to accommodate, without success. She then called for the Service Manager's assistance. things got worse. This manager was very unprofessional, did not try to upgrade within the same class, and wanted to charge almost $200.00 more over what I was scheduled to pay. After almost two hours of waiting in frustration, the manager stated that he did not care if I rented from another rental service (imagine my disappointment and disbelief to here and to accept this type of unprofessional behavior from the Hertz company; the company that I've always believed in and took pride in giving referrals to friends and other acquaintances). I took the poor advice of this unskilled, unprofessional Hertz Manager; I rented from another rental service and I was very please with their customer service. My advice to Hertz is that it seriously improves it's customer service, or risk loosing valuable clients. Sincerely, SL Walker 4410 Westheimer Road Loft 3313 Houston, Texas [protected] Cell: [protected]

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2:18 am EDT

Hertz toll road charges

If you rent a car from Hertz Rental in an area that has toll roads that do not allow you to stop and pay the toll, Hertz Rental will charge you for the toll fee plus a service charge PER DAY! Does not matter if the car was driven that day. This is not mentioned at the time of rental...nothing about toll roads! PLATEPASS or some such company will bill you using the credit card information you provide to Hertz Rental. I bave $16 in toll fees which I have no problem with paying. I have $25 in service fees charged to my account. Pure 100% profit...gouging the consumer! Be aware because Hertz Rental will not tell you about it!

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3:24 pm EDT
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Hertz worst experience ever

We rented a car to travel down to Florida, first we got a way smaller car than we wanted but no big deal we dealt with it. Second we traveled all the way to the Georgia Florida line and codes were popping up on the dash... while the place we rented from was descent about it and told us to go ahead and trade it on for something else. We tried to trade it I. When we arrived in Florida and they were rude. The hertz in the bradenton Sarasota airport were the worst people to deal with. While we did accidentally leave a head rest in Michigan because we didn't expect to have the problems we did and had no intentions on trading it in. And our car seat for our 2 year old wouldn't fit. But its not our fault that a rental car is having issues... while we were ttrying to trade the car on the hertz lady at the airport proceeded to tell all the employees how wrong it was for us to try and trade the car in and how awful it was to even try. The didn't even check out anything for us and brushed it off... I'm very very very disappointed and WILL NEVER USE THIS COMPANY AGAIN.

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8:17 am EDT

Hertz refusing to acknowledge a filed complaint

I rented a vehicle from the Clarksville TN Hertz outlet last fall. When I returned the vehicle I registered a verbal complaint. Not getting the response I expected, I asked for the email address of someone to whom I could register a formal complaint. I was given an email address -- after two attempts to make contact (both of which were ignored) I called the corporate office and asked for the email address of an ombudsman. I was given the address of customer relations. I sent another email with copies of the original emails to customer relations. And that email was also ignored. So far, Hertz has proven to be a total disappointment.

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Jj az
, US
Sep 25, 2015 8:10 am EDT

Alexandria Marren - Hertz Global Holdings, Exeuctive Vice President, North American Rental Car Operations. She is in the Corporate Headquarters in Naples, FL. The mention of her name got my complaint with Hertz cleared in less than a day.

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10:03 am EDT

Hertz overcharge

Rented a car in phoenix az on 9/3/15. Reservation was for cheapest - tried to upgrade us to a mustang at 3 times the price - told them no extras - advised us the tax was 49% and that's why.
Took a basic car and as we drove away, we looked at bill and saw extra charges of $124 for ldw - called repeatedly - kept getting disconnected - how convenient finally 2 hours later got to loss and found at hertz phoenix and michelle promised to note the file. When we turned the car in on sunday - no notes and they said they would check the video - insulting my veracity in front of customers.

Called next day - talked to john t at customer care - promised to call back - nothing

They lied about the rates, they lied about taking care of notes, they insulted us at end - this is the worst customer service i have ever seen.

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Mark Heller
, US
Sep 21, 2015 8:32 am EDT

Same happened to us while picking up our car at Denver airport last July. We are still in the process of getting our money back but so far unsuccessful. Never again!

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1:01 am EDT

Hertz rental car stolen

This is quite an emergency!, my children n i went to pa. , we were two n half hours away from ny manhatann! The statue of liberty, so we r off t going, get there, well oh god, my children come up missing, n the hertz rental car! Where the bouble hell r my children? Oh t car, i said i dont give a dam of that car, well, oh just moment! We located ur children!, ok gey them t hell t me n on t bouble. Thnk u! Gentlemen. Mam we r we have t see they r ok n safely secure!, i say just please on t double n now, i dont care if anything is wrong just have my children here t me n double! Thnk u!. (They manatann ny police department seen them as safe possible. Yes they were already on t my children being safe t can b. There with me n now we have no car, at this right time. How r ee going t get back t our cottage n pa. ?, we searched
For taxie, found a gentleman n manhatann ny taxie service, to recieve, two n half hour ride to pa. ,. The cost was favorable, yet still t driver a generous tip yet t receive. Was t concerned of happening. He got no tip! This is t first time i have never gave t someone. Quite deserving, yet t come. (((The hertz rental found((But t dam car is still n t police department impound, peir? I could not even get t hertz rental out, there was no papers n t glove box t where i put them, no said ny maintain. Police, npd. Couldnt get ahold of joplin t get verication, t release car. Not even me! T car is still in police custody, with our valuebles!? Every time i or joplin, insurance, call manntn. Ny, hertz just a couple blocks t retrieve t car!? They disconnect? Now i want our belonings?! And i nor my insurance nor joplin hertz rental, ! Will b responsible t pay any debits?! Hurtz n manhatann ny will pay that bill! Ny police said, i may come up n i will recieve our personal belonings!. . . My insurance would b responsible t pay toe charges, etc. But dam now they nor i nor joplin will b liable t pay bill of toe n ? Theft, i eant our belonings, it took t extra money saved t get our arragements home, nn my insurance will cover my loss n us currency, due t this theft n miss happening. ! So i wii take a few hour flight or drive t ny 12 + long hard hours t recieve our personals? Please answer my asap) ) . Linda. Swofford. Joplin mo, n children. E mail my, - self. . In

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Hertz In-depth Review

Website Design and User Experience: The website design of Hertz is clean and user-friendly, making it easy to navigate and find the information you need. The layout is intuitive, with clear menus and search options. The overall user experience is smooth and efficient, allowing users to quickly find and book their desired rental car.

Vehicle Selection and Availability: Hertz offers a wide range of vehicles to choose from, catering to various needs and preferences. Whether you're looking for a compact car for a solo trip or a spacious SUV for a family vacation, Hertz has you covered. The availability of vehicles is generally good, ensuring that you can find a suitable option for your desired dates and location.

Pricing and Rental Options: Hertz provides competitive pricing and flexible rental options. The pricing is transparent, with no hidden fees or surprises. The rental options are diverse, including daily, weekly, and monthly rentals, as well as one-way rentals for added convenience. Hertz also offers various insurance and protection plans to meet different needs and budgets.

Customer Service and Support: Hertz excels in customer service and support. Their representatives are knowledgeable, friendly, and responsive, providing prompt assistance and resolving any issues or concerns. Whether you have a question about your reservation or need help during your rental period, Hertz's customer service team is there to assist you every step of the way.

Booking Process and Reservation Management: The booking process on Hertz's website is straightforward and hassle-free. The reservation management system allows you to easily modify or cancel your reservation if needed. The confirmation emails and reminders provide all the necessary details, ensuring a seamless experience from start to finish.

Pickup and Return Experience: Hertz offers a smooth and efficient pickup and return experience. The rental locations are conveniently located, and the staff is professional and efficient. The check-in process is quick, and the vehicles are ready for you upon arrival. The return process is equally seamless, with clear instructions and dedicated drop-off areas.

Vehicle Condition and Cleanliness: Hertz maintains their vehicles in excellent condition and ensures cleanliness. The cars are regularly serviced and inspected, providing a reliable and comfortable driving experience. The interiors are clean and well-maintained, giving you a pleasant environment throughout your rental period.

Additional Services and Features: Hertz offers a range of additional services and features to enhance your rental experience. These include GPS navigation systems, child safety seats, and additional driver options. Hertz also provides roadside assistance for added peace of mind during your journey.

Loyalty Program and Rewards: Hertz's loyalty program, Hertz Gold Plus Rewards, offers great benefits and rewards for frequent renters. Members can enjoy expedited service, free upgrades, and exclusive discounts. The program is easy to join and provides excellent value for loyal customers.

Overall Satisfaction and Recommendation: Overall, Hertz delivers a top-notch rental experience. From the user-friendly website to the wide selection of vehicles, competitive pricing, and excellent customer service, Hertz stands out as a reliable and trustworthy choice. I highly recommend Hertz for your car rental needs.

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Phone numbers

+1 (800) 654-3001 +1 (800) 654-3131 More phone numbers

Website

www.hertz.com

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