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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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10:39 am EDT
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Hertz - Non-smoker charged $400 cleaning fee and a $35 battery charges

I rented an electric car from Hertz in April 2023 in Salt Lake City Utah. This was my second rental within 2 months from Hertz. On this second rental, they told me that it was a brand new car. When I got in the vehicle, and sat in the drivers seat, I noticed a strange odor, like someone had smoked in it. But the attendant had told me that it was a brand new...

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10:04 pm EDT
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Hertz - Hertz car rental

My Wife and I rented a car on August 17, 2023 and doing the process we made sure that they understood we did not want there insurance coverage, that we will use our insurance company that we have with All State , and the credit card I was using we are fully cover in a rental car. I did not discover that he sneak the charge in until I had left the state. I...

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8:53 pm EDT
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Hertz - Hertz In Counter Service at Orlando International Airport 8/21/2023

I was online to be serviced for a prepaid SUV and when my turn arrived the customer service agent was in too much of a hurry since her time to leave had arrived. I asked her what the deposit was; did not answer, did not ask me if I wanted a toll pass, did not ask me if I wanted to prepay for gas before returning the vehicle. Just handed me a contract and...

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8:55 pm EDT

Hertz Service

July 12, 2023 I returned a car to the Fairfield location when the car was returned

We were provided awhile card strange but I took it. When I arrived home I called the platinum desk to speak about a recent car rental in Los Gatos I asked her about the Fairfield rental as well she told me I had to speak to the multi car department it was a complete change in personality I was now speaking to someone who couldn't care less about my questions. I asked to speak to the supervision and next thing you know they suspended my bosses account

Not my account claiming I was abusive, which anyone who knows me knows that not true. Due to improper training and lack of patience. Can't help but feel this is a retaliatory tactic.

It's a terrible business model and one that should be addressed by hertz.

And because of it a long busy relationship is severed.

Very Sad

Desired outcome: To have my Boss's membership reissued

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12:52 pm EDT
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Hertz Car rental

I rented a cart from Hertz in Zurich for 2 days. I was booked to return it at 17:00 on Sunday 23rd July and I did this. The office was closed at that time and so when I picked the car up I was asked to drop the car at the hotel next door. I arrived at the hotel at exactly 5pm and went into the reception. The person there took my name and noted the date (not time), but I thought well that is standard procedure.

Then they asked me to park in the underground car park and post the keys into the Hertz letterbox next door. I did this. All good.

Then a week later I receive the attached bill from Hertz, who charged me an extra day, noting the return time as 23.59 (clearly a default time error). The cost was 85 CHF (Swiss Francs).

I complained to Hertz using their complaints procedure and the person there, unbelievably, asked me to PROVE that I have returned the car on time. I have no way of doing this as I didn’t take a photo or something - I didn’t think I was in a crime scene. I could go back and ask the hotel for their CCTV but really, Hertz should not expect their customers to prove they aren’t lying when their office is closed and their return procedure is faulty.

Desired outcome: I would like a refund of 85 CHF, and an apology.

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2:40 pm EDT
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Hertz Rental car not available at pickup

Booked a Tesla 3 at Hertz Wpg in May 2023. Went to pick up at WPG airport they said the car was damaged so not available. Offered luxury SUV instead. We advised them we reserved a Tesla. Hertz should made an effort to transfer another Tesla to WPG or pull from another rental agency. We ended up with a Volvo full size car. We feel because the Tesla was booked through a third party they blew us off and never intended to provide us with a Tesla. Terrible service, terrible company.

Desired outcome: Called manager Jason no solution provided or offered for customer satisfaction.

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2:17 pm EDT

Hertz Vehicle rental

I rented a vehicle from Cleavland Hopkins AP, Ohio on 27 July 2023 with a return location to Stonefront Plaza HLE, Fredericksburg, VA on 29 July 2023 6pm.

I returned the vehicle on 29 July 2023 at 5pm in which the office was closed. So I placed the keys and a copy of the rental paperwork into the drop box as directed. I have been charged another day for the vehicle after 6pm on the 29th of July 2023 as nobody was there to check in the vehicle on a Saturday at 6pm. I can guess that I will be charged another day at 6pm today on the 30th of July 2023 as it is a Sunday and nobody is there to check in the vehicle that I dropped off. I have tried for a few hours to get in contact with a customer representative to fix this issue but have not been able to get in contact with a person and the automated phone messages were not helpful regarding this problem.

This has created an additional problem as I only financially anticipated and planned for the two days I rented the vehicle. I do not have sufficient funds on my credit card for Hertz's mistake in not checking the vehicle that I rented in properly and on time.

Desired outcome: I request that Hertz refund the extra charges for the vehicle that I was charged for after the date of 29 July 2023 and any additional fees associated with this from over charges on my credit card from this issue.

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6:21 am EDT

Hertz Car hire from Nantes airport

Ref no. of rental: [protected]

Rental period 16/7/23-27/07/23

Colm McCarthy- customer

Email: [protected]@hotmail.com

Or [protected]@yahoo.com

We rented a fiat 500 x from you over this period. We were dismayed to be advised on returning the car that we would be charged an additional 70 euro for additional cleaning. In our opinion, we returned the car in good order. There was some sand on the floors but this would have taken no more than a 5 minute vacuum and certainly would not account for additional cleaning charges.

We had been issued with a photo of acceptable condition of return and unacceptable at the start of rental and in our opinion we definitely fell into the acceptable category. This is however quite subjective. I found the staff to be quite hostile and aggressive and found this a very upsetting end to a pleasant holiday. We have always returned cars in a similar condition as we tend to have beach holidays with our children and we have never encountered a similar problem before.

My feeling is there is a bit of a scam going on because it really felt to me that this additional charge was unwarranted.

I hope this amount can be refunded to us. Certainly without this resolution we would not consider using your services again and would urge family and friends to avoid your company. I have attached a photo that your company had sent us in explanation for the additional charge and some of our own photos. I would also urge you to look at the photo of acceptable and unacceptable condition of return that your staff in Nantes issue as to me we clearly do not fall into the unacceptable category

Desired outcome: Refund of additional cleaning charges

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9:18 pm EDT
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Hertz Car rental

I booked a Hertz rental car through AAA (Confirmation # K50940090C5)

Pick up date/time was 7/1/2023 9:30 pm at the Bismarck Municipal Airport in Bismarck ND. Hertz pulled the rental amount $646.67) out of my bank account on June 3, 2023 that we had paid via our Debit card.

On July 1, 2023 we went to the Hertz counter in Bismarck, ND and the agent would not release the vehicle unless we presented a Credit card, even though we had fully paid for the vehicle in full and I had the receipt in hand.

I called both AAA and Hertz around June 10, and was told that Hertz would refund the $646.67 in 7-15 days. It has been 16 or 17 days now and we still do not have the refund. Please issue the refund immediately!

If I do not have the refund by the end of the day Monday 7/31/2023, I will file a complaint with the Better Business Bureau.

Your customer service is horrible. The agent in Bismarck coldly said that he would not release the vehicle without a credit card, then walked back to his desk to play on his phone. There were no other customers the entire two hours we sat there until the agent closed shop and left. He offered no suggestions to help. I requested that he contact his manager, and he refused. We were stranded at the airport thanks to Hertz!

When Enterprise rental was open in the daytime, we ended up renting a vehicle from them, Even though they requested a credit card, the agent said they would make an exception this one time and took my "Debit" card and let us rent a vehicle.

Now, I cannot even get my refund back from Hertz as you had promised.

Dennis Dassinger

[protected]

[protected]@gmail.com

Desired outcome: $646.67 refund in my account by the end of the day Monday 7/31/2023.

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8:18 pm EDT
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Hertz Rental Car address is 1939 W. Highway 50 phone number is [protected]

This was the worst customer service that I have ever encountered in my life. I had a reservation for a rental and went into the office on Tuesday 7/25/23 and spoke to Toni. I was then told by Toni that the deposit would be $200.00. However, I booked the reservation online with Expedia and it did not show a deposit. I then went into the office on Wednesday 7/26/23 to get the rental car. A very rude and unprofessional African American lady then, rudely advised me that the deposit was $500.00. I asked her why did it change? Her answer was this is our policy. I then asked for her supervisor, and she went outside and brought in Toni, who I spoke to the day before. Toni, then proceed to lie and tell me that I was told $500.00. Which was a lie. I was visiting Illinois to take care of my mother who was diagnosed with cancer and has had two operations. I was trying to get back home. These two women should not be in customer service. They obviously don't like customer service or people! You should treat everyone fairly and have a smile on your face. They did not and were very hateful. I did not know these ladies, and I should not have been treated so rudely. Toni should have honored my deposit and the $200.00, and not raised it to $500.00. It was very disappointing. I don't want them to do this to anyone else. You never know what someone is going thru, and being pleasant and having a smile with a person goes a long way. We must treat everyone better in customer service, there are a lot of angry people right now, and they need to find out why they are so miserable. Do not take it out on the customer! I had a lot of respect for Hertz before this incident. Thank you, Elisa Bartlett/[protected]@gmail.com

Desired outcome: The same rental car that I reserved, and the deposit amount of $200.00. A much-deserved apology from Toni, and the rude African American lady. Training for all present and future employees on how to treat customers.

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10:31 pm EDT
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Hertz Pick up car rental

I am curious to understand why in this modern world would I need a physical copy of my credit card to pick up a rental card. I had a physical license and like most people my credit card is a phone. M

Anyhow I am now in an Uber on my way to Balmain as no one was prepared to help at your parramatta office. Great service I think not and clearly I know where I won't go for my next rental

Desired outcome: Change your customer service thinking, it's appalling

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4:31 pm EDT

Hertz Keyless

Hi my name mike elliott from18630e 23 st brooklyn ny 11229 I bought 2022 toyota sienna silver 33000 miles nice van one think I don, t understand I was looking on each van at the auction manheim non of the sienna got 2 keys I went over maybe 40 van none of them got but the local dealer they have 2 keys can you explain why sen. Mike

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1:52 pm EDT
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Hertz Velocity points

I have called and waiting on a response in relation to velocity points not been added to from the x3 car hire, this is the investigating number hertz gave in [protected] when I called about the points. Can someone please follow up and inform me of progress as we had supplied our velocity points. Car hire was in Broome and New Zealand

My email is [protected]@gmail.com Thank you helen

Desired outcome: Point be added to our velocity

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11:54 am EDT
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Hertz Charged 1000GBP for damages that were already there

I’ve been Hertz customer for many years now and never had I something so horrible happen to me! This location seems to be scamming people all the time.

The rental process at STN started well, the staff was very friendly and helpful despite being completely overwhelmed by customers. I did my best to be patient and friendly to make their day better. During our transaction, an angry customer entered, screaming, and demanded to know why he’d been charged £1000 for a scratch when he’d caused no damage to the vehicle.

I figured he was simply disgruntled.

But to be safe I made a detailed video of our rental car which was quite dirty, and hard to distinguish anything on the surface. Finding some very, very small marks, I also returned to ask the harried service staff what they considered “damage”. “Over 1 millimeter” was their response. They were so busy that they were not able to come with me to see what I was talking about. I didn’t consider the existing scratches to be problems since they were vanishingly small, and certainly not more than 1 millimeter deep and absolutely not more than 1 millimeter wide. If the car was white they would not have been visible at all.

During our one day trip around Essex there were no incidents. We returned the car the same day. I took another video.

The next day when we were already out of the country, we received a bill for £1000, with the pre-existing “scratches” marked as evidence of “damage we’d caused.”

I recently had some hail damage in the US. The cost of replacing the entire bonnet of the car was estimated to be $1000. Even if we were responsible, this charge is excessive to anyone with any sense. I suspect someone is having a laugh at our expense.

I am a Hertz Gold club member, and have had no problems renting at Hertz before. I would never had suspected I’d be treated like this at the Stansted Airport Hertz branch.

I have sent multiple emails to the Hertz with the videos and photos I have but the issue has not yet been resolved.

I would like to resolve this matter amicably and remain a Hertz customer. This is not the customer service I’m used to receiving from Hertz company.

Desired outcome: Refund of the charges for the damages that I did not cause

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3:32 pm EDT
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Hertz Hertz rental

just now

NEW

They closed without informing me and I showed up for my reservation to the doors locked stuck there no ride home. As well as I was renting to drive with uber so now I'm not able to get my transportation as well as income loss is this a business

2 weeks ago

NEW

Location shut down without giving drivers any notification…at least 20 of us were standing outside trying to figure out how to get home because absolutely no notice was given that location was closing, they even let me set an appointmen

NEW

Location shut down without giving drivers any notification…at least 20 of us were standing outside trying to figure out how to get home because absolutely no notice was given that location was closing, they even let me set an appointment a few days ago just for me to get there and location closed….cannot believe that Uber and Hertz allowed this to happen to their

Desired outcome: Fulfill there reservations Open back up take in consideration the income your costing us customers that are just out of a job now .

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4:07 pm EDT

Hertz Rental car

If I could give zero stars I would! I rented a vehicle from Hertz in Nashville TN and turned it in at the Bishop Airport Hertz in Flint MI. When I dropped the car off nothing was wrong with it no smell nor was it dirty. A few days later I noticed that Hertz had charged me over $600 for a $200 rental. I called them to see why and they told me they charged me $400 for a cleaning fee. I was totally confused as to why would I be charged a cleaning fee when the car wasn't dirty, (I did have my grandchildren with me but they didn't make a mess at all, they were pretty much sleep the whole ride.) The representative told me that in their notes it said the car had a strong odor, now I'm really confused! I said what strong odor? I don't smoke and me and my grandkids don't stink so what odor? I talked to a few different representatives no one could tell me what kind of odor it was. When I dropped the car off it didn't have any type of odor. I really hate I rented a car from these people, its like they can just take your money and say f* you! I am a hard working mother & grandmother it's just hurtful for a company to take your money for nothing and there's nothing you can do about it. I rent cars all the time and never have I experienced this. Everyone I talk to at Hertz keep saying the charges are valid and there's nothing they can do. I really want to talk to the person that checked the car when I turned it in, I want to know what odor did he/she smell because there was no odor. Hertz need to have multiple people inspect vehicles when people turn them in to be sure because I'm really being charged for a false odor. I will never rent from these people again and I am informing others about my experience and advising them to not rent from them. I am currently looking into legal help with this matter and sadly a law adviser informed me that Hertz has a history of over and falsely charging their customers and have a lawsuit against them for renting cars then reporting them stolen! Hertz or any car rental agency that has anything to do with Hertz will never get business from me, my family or friends ever again!

Desired outcome: Refund of $400

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2:53 pm EDT

Hertz Car rental charges

My corporate travel made car reservations for me using my corporate credit card, however my personal credit card was charged because it is noted as my preferred credit card in my Hertz Gold App. There are 3 charges that I asked them to credit my personal credit card and transfer the charges to my corporate card, however they told me that they could only do this for one transaction. I fly a lot (once per week), so I did not realize this was happening until I received my first credit card statement.

Desired outcome: Adjust the other 2 transactions

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2:15 am EDT
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Hertz Car rental

I reserved a car rental through Priceline for hertz el paseo international airport to be picked up June 12th since we flying in the evening, but our flight was delayed and it was having us arrive 2 hours after our scheduled flight. I tried reaching out to Priceline they said I needed to contact hertz directly they gave their number and I tried for hours with no such luck. Every time I asked to speak to someone on site it said it wasn’t available. I finally called and spoke an agent with hertz and explained the situation she said I had to go through Priceline but what was I trying to do I explained to her that our flight was delayed and and would be after the closing time she insured me that my itinerary was on the reservation and there would be someone still when we arrived. I clarified it with her again to insure someone would be there based off our request and she said yes.

Well we arrive at the airport at 11:05pm and no one was at the counter there was note to go to garage and there was no one there .

So not only did we spend and extra 4 hours for a delay we didn’t get a car rental and we needed to be in New Mexico for my son’s orientation at 8am the next day. So needless to say we were stranded since either everyone was closed or sold out.

Desired outcome: Refund my rental and our flight since it’s pointless to get a rental car when they don’t open till 7:30am and the drive is at least a hour away and that’s without traffic.

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11:01 pm EDT

Hertz Reserved a car but no car available

I made a reservation, months in advance, with Hertz for June 9 at the Sonoma County in Airport. I received a phone call the morning of and was told that they had overbooked and would not have a car for me. I expressed my frustration to the agent and was unset as I had a big event to go to right from the airport. She explained to me that their policy is to over book by 33%! Wow! Luckily, I was able to rent a car from Ace but unfortunately, it cost a lot more. I asked hertz if they would pay the difference and of course they would not.

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7:05 pm EDT

Hertz Claim for rental [protected] [protected]

Hi,

I was involved in an accident in a Kia Carnival rented from Sydney Domestic Airport on 9/12/23 until 20/12/23.
Res# B5WRRM
Rental number: [protected]
I was charged $5000 excess but have not received any correspondence about the damage. I read I would receive an update once the damage had been assessed.
I would like to lodge a complaint as this is now approaching 6 months since being resolved
Please contact us and advise how much we are out of pocket for this at your earliest convenience.
Thanks
Luke

Desired outcome: Resolved asap and money refunded

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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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Contact Hertz customer service

Phone numbers

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

Website

www.hertz.com

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