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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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8:51 pm EST
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Hertz Customer service representative and drop off locations hertz downtown Denver

Went to return my car earlier than scheduled, 6pm instead of 10 pm. And there was no after hours drop off instructions or anything. When I called the help line, a customer service representative told me that the downtown hertz location in Denver is in fact not an after hours location and that I needed to go to the airport or Stapleton to drop off, another 1.5 hours on top of the 13 hours I've driven today with no way to get backed, AND that I'd be charged extra for it. When I asked for another solution and if I could speak to the customer service representative, he hung up on me. This IS an after hours location. There is a drop box, just nowhere to park the car. I've never been treated so rudely in my life and has a worse drop off experience. Will never be using this service again.

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Update by Kelley Kaiser
Nov 27, 2021 8:51 pm EST

The worst and most unhelpful, rude customer service help desk and terrible after hours drop off.

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11:31 pm EST

Hertz Car rental

had an accident which disabled my vehicle the night before Thanksgiving. Car versus deer. Not a lot of selections for rentals in Bozeman Montana on Thanksgiving Day. So, I rented a car from Hertz through priceline. I did the dealer select. I've done that before. I've had one other incident with Hertz A few years ago which made me hesitate, but I thought, well, that wasn't even here in my Hometown, where I grew up, at the airport that my cousin built. So I gave it a try. I spent $50 on Uber to get there. When I got there, they asked me if whatever make a vehicle was fine and I said I had no idea as I had never heard of it. so I went out to the vehicle and it was a little sports car with very wheel clearance and not all weather tires.

In Bozeman Montana. In Winter.

I came back in and asked if that was the only option, being as that would be deadly on our icy roads, and wholly unable to handle the farm road where I live, and the rural hospital that I work at. They told me they'd be glad to upgrade me for a fee.

So I showed them my picture of the lack of adequate clearance for this kind of driving that we do out here On icy roads mountain passes, and farm roads, and potholes et cetera that come with rural living. This kind of car is actually in my opinion criminal endangerment to put somebody in that kind of vehicle on these roads. I got flip answers and made fun of.

I called Hertz customer service phone number. To see if those people could help me out. While I had them on the phone the front desk was so horrible to me and ended up taking, at my suggestion my phone, my phone to talk directly to the front office. The woman, , no mask on, wS hostile to me and threatened the Hertz Customer Service agent on the phone. They were so horrid to me and so threatening to the agent that the agent ended up actually refunding my money.

Of course, I lost out on priceline fees AND some 3rd party collision et cetera. Luckily, The car rental next door was happy to rent me an adequate vehicle.

Seriously mentally unstable and hostile employees, engaging in bait and switch and who knows what else...

Desired outcome: Fire them and get them out of Montana

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7:16 am EST

Hertz Hertz Netherlands uses photos taken months before the start of a rental in a scam to blame customers for pre-existing damages

On January 31, 2021 I have rented a car from Hertz via the counter at the Amsterdam airport for about 3 months. Upon return of the car, the company is trying to charge me for damages that did not happen during the time of my rental. Hertz is using photos that are dated several months before the start of my rental to attempt to blame me for the damage. Furthermore, the company has never sent me any communications because they recorded my email address incorrectly when I picked up the car. They are now using this to say that I agreed there was no previous damage. When in truth I have never received a "Vehicle Condition Report" because of their incompetence.
I have successfully disputed the damage charges with my credit card company, who I was told has to go through rigorous internal audits for complaints regarding rental cars. I have paid the remainder of the charges. Now, Hertz is accusing me of not paying the entirety of the last invoice when in fact, they have received partial payment for all charges except the illegal damage charges. Everything that I was responsible for I have paid, including a parking ticket, which I received during my rental time.
I have tried to talk to people at this company from the day I returned the car. I have explained my complaint over the outdated photos and other mismanagement by Hertz over and over but the response is always the same. It is as if no one there even reads my emails. Last week, I have received a collections notice from VMP en Partners again regarding the entire invoice amount.
I am outraged that an established company like Hertz is allowed to undertake this kind of customer fraud.
The photos Hertz is using to blame the damages on me as well as the receipt (personally identifying information removed) showing pickup of the car 6 months later are included below.

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7:48 pm EDT

Hertz my rental car

Iteniary # [protected], Hertz #J707295306 at the GSP airport was sold upon my arrival. Your clerk and her supervisor did nothing to rectify this situation. I was traveling with my 87 year old mother and was to have this car 3 weeks. Avis sold me a car that fit my needs. Your clerk handed me a wrinkled up piece of paper with your late policy This is double dipping and I would think illegal.

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12:05 pm EDT

Hertz They are claiming I still have a rental car that they were supposed to tow.

Oct. 3 -ATL airport - rental car picked up on reservation J8974119999 - destination Anniston, AL. White Buick Enclave with Florida plates.
Oct. 8 -vehicle battery storage service required light came on and vehicle was inoperable. Called Hertz roadside assistance around 4 am. There was no replacement, taxi, Uber, etc. available to get me to the airport. Tow was not available until after 6am. I was advised to leave the vehicle with the keys under the floor mat and a tow truck would be there when their office opened. Most likely the vehicle would be towed to Birmingham for service as it was closer.
I caught a ride to Atlanta. 10 days later I began receiving a lot of phone calls stating that I need to return the vehicle. They referenced record #[protected]. I returned every text, phone call and e-mail with no resolution.
Oct. 20- I was able to get ahold of Juan at customer service who found the case #[protected]. He verified that all of the above info was in that case record and he would have them close out the contract. Reference call #[protected]. Now I see numerous charges on my credit car for more than $900 from Hertz. The only"help" I received was a directive to return the car or to call another 800 number. I even asked what I should do when I called those numbers and there was no direction other than to make arrangements to return the car. I cannot return a vehicle I do not have nor do I know where it ended up. Can't they contact their tow company in Anniston or the Birmingham site? Maybe if they looked for a white vehicle not black they might find it.
Another note: They say the vehicle is Black when in fact it was White.

Desired outcome: I want to pay for the days I rented the vehicle Oct.3 return date Oct8 and close this contract.

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4:40 pm EDT

Hertz Management Trainee Service

I went to the Hertz at 11999 Katy Freeway in Houston Texas 77079 and spoke to a management trainee, Donna Rojas, who was rude as hell. I happened to leave my mask in the car and asked if they had one for their policy required masking. She was immediately defensive and asked me to leave. I did not even bother to get my mask and go back, her unprofessional-ism was very off putting and I am taking my business to someplace that actuality cares about people and clients.

I DO NOT RECOMMEND THIS BUSINESS AND WILL NOT DO BUSINESS WITH THEM AGAIN!

Desired outcome: Retrain Her

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11:51 am EDT
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Hertz Hertz car rental

I reserved a Hertz car at the Denver Airport. The car had such I horrible smell of cigarette smoke I was unable to complete the rental period. I made several unsuccessful attempts to exchange the car. I returned the car and was charged for a full week although I used the car only two days. One to pick it up and the other to return it.

Desired outcome: Reduction or elimination of the rental fee

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11:22 am EDT
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Hertz Predatory Reservation Service

I made a reservation via Kayak (which directed me to Priceline, these two companies did their jobs well) for a Hertz rental car facility in Phoenix, AZ.
After flying to PHX and arriving later than anticipated, this Hertz facility was closed by the time I could call them. When I Ubered to their location the next morning, I was informed that my reserved car was given to someone else.
I asked them why did they not text me or email me to inquire if I was still going to pick up the vehicle. To which I would have answered, "Yes". They indicated to me that this was "company policy". It would have been fair for them to have charged me for the previous day, that would have been understandable. I contacted their corporate office and they offered no assistance, in the least.
I believe that in light of my receiving such a great price on the rental vehicle ($350 for 11 days - total) and rental cars were being rented at 3-4 times the price, they threw "customer service" out the window.
Had it been last year when nobody was renting vehicles, I am certain I would have been called several times to ensure if I was going to pick up the vehicle.
To me, this is predatory service. It reflects that Hertz does not actually care about the consumer, but only about the bottom line. Yes, they can choose to do this and make the customer suffer as a result, but they may pay a price going forward in reduced sales overall, if this type of "service" is continued.
I will, for my part, strenuously avoid using Hertz in the future, they do not deserve my patronage. Very poor customer service.

Desired outcome: People to avoid using this Hertz location or Hertz in general for a rental car.

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2:53 pm EDT

Hertz Recent Rental

Dear Hertz,
I want to relate a particularly bad and disturbing experience with a recent rental.

I had to rent from Hertz due to repairs being made to my car. My car was in an accident due to another's fault and the rental was being paid through their insurance.
On the morning of September 22nd I was picked up by one of your associates, Yvenson Labourde, from the North Attelboro, MA location, in a late model Ford Fusion. Since I was told that I was getting a full-sized car (as being compensation for my car, a Honda CRV) I figured that this was going to be my rental. I was fine with this. The associate did not wear a face mask or put on his seatbelt for for the trip across town.

After some time he lead me out to my rental. He told me it was going to be a Hyundai, so I figured it was going to be an Optima or maybe a Tucson. No, it was a Hyundai Kona.It is a small hatchback car. Yvenson told me this was an upgrade from a full sized car or even my car. It is not. He was lying and attempting to some sort of a bait and switch. So, I was essentially downgraded. After driving the car a short distance I brought it back and asked for a larger car - like that I had been promised.

Another associate helped and set me up in a Mazda CX3 - not really much larger. I got into the car and immediately got out. It reeked of cigarette smoke. I went back into the office to tell them that car was unacceptable due to the stench. Another associate confirmed this and said it should have never been rented in that condition. She also explained that there was a fine for smoking in one of their cars. It shouldn't be allowed.

The next car they set me up in was a Nissan Rogue. OK. Honda I had now spent over 2 hours with Hertz - a waste of my time.
My commute to work takes me on the highway, at highway speeds. At speeds over 50 mph., the car had a bad shake that made driving it on the highway extremely annoying and worrisome. Upon later inspection I discovered that this car had a very badly worn rear tire. This is dangerous.

I feel I have been lied to, deceived and given inferior, dirty and compromised vehicles to drive. I don't know if this is company policy or a problem with this particular location. Even though I did not pay for this rental out of my own pocket, this is no way to treat customers. I have made both the body shop and the insured's company aware of this situation as well.

I have the need to rent cars from time to time when I travel for business or pleasure. I have rented from many agencies in the past including Hertz - this particular rental experience stands out as the very worst however. I will be renting a car in the future and would consider your company if you were to provide me with a significant discount voucher or gift certificate (without any time limit) for my inconvenience.

Thank you,
Jonathan

Desired outcome: Compensation

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9:17 pm EDT
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Hertz Condition of leased Dodge van

Sept 30 my husband picked up a pre leased van for a family trip. Upon arriving he noticed the car was not washed and was told it was washed earlier and dirty due to sitting on lot. After arriving home and packing we noticed the inside was dirty also . There were several lease statements from other drivers in glovebox, crumbs on back seat, a sticky substance on door and handles and dirty back mats.
Today's world of COVID regulations and your own GOLD STARDARD to travel safely in your sanitized, sealed vehicle were certainly not up to standard.
Prior to departure WE had to clean a vehicle to make it safe for my family. Highly disappointed in your company and customer service.
I called and filed a complaint with customer service and will follow through with store manager when we return.

Desired outcome: Improved sanitation in your rental units and better trained employees. My time a d inconvenience is also valuable

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8:22 pm EDT

Hertz Rental Car location in Hampton VA. Reservation Confirmation number J88132591D8

I received a call Thursday @6:30 pm 9/23 from Erin with Hertz they had no car would be available. That the locate was completely sold out. I tried to call back
I felt that this was very short notice my order was made Sept 10. I was unable to rent from another location in Hampton another location and will not be able to attend our affair ..I really felt I was not treated fairly... I wasn't even offer to be place a larger car. or something .., and I even stopped by the locate to verify that they had my reservation ..The lady said she did have my reservation ...They did not even mention to me that they may have trouble with my reservation.

You should give offer me some type of discount if I decide to use your service again
This was poorly handled .. As it stands now I would not recommend your company to anyone.

Lisa Gorham

Desired outcome: 5 Day Discount on next rental

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8:17 am EDT
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Hertz Staff at Newark airport at pick up was horrendous. However, I had excellent staff at return of car.

# J8560639387 confirmation. Gold plus rewards number. [protected].

For some reason my rewards number was not attached to this reservation. I don't know why but because of that I could not go directly to the rewards desk which only had a person ahead of me. I had to stand on an extremely long line instead. I wouldn't mind however I was traveling with my 92 year old mother who is physically handicapped. She was standing with her walker and was having a terrible time waiting. I tried again to give the man behind the rewards desk telling him about my mom but he said there was nothing he could do.

In comparison, the return staff was extremely accommodating. They must be commended for their caring and compassion.

Thanks for your time on this matter.

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1:44 am EDT
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Hertz Car rental at BWi airports

I have a reservation for 9/16. My plane arrived half hour late and I am sitting at rental counter well after midnight awaiting a car. The cars were not cleaned, so myself and many other customers sit here for HOURS (check record for yourself) and endure the indifference of your counter employee. This is horrific. I booked through AAA and will be detailing my experience to them. The sign I am looking at in front of your counter says hertz #1 customer service. Hype/marketing.

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10:12 am EDT
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Hertz Over Charged for Reservation by $7,441.92

I booked a prepaid Hertz rental car through Hotwire for $498.74 for October 2021. Hertz charged my credit card account three times for the reservation in the amounts of $498.74, $3, 720.92, and again $3, 720.92. I am one month out from my reservation starting and have never heard of a $7, 441.92 deposit.

No one at Hertz or Hotwire will help me. My credit is being held up on fraudulent charges and no one cares. In addition, the bank cannot help me because the charges are still pending. Hertz tells me to go online to edit my reservation or cancel my reservation to release the funds. It is completely unbelievable. I have been on the phone for hours trying to fix this and no one will take responsibility.

Desired outcome: I want my money refunded so I can use my credit card. I want to keep my rental because it now costs double to rebook.

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9:33 pm EDT

Hertz Flat Tire

Incident was 9-8-21. On interstate 10 riding while traveling, there was a noise and then a flat tire. AAA came to change the flat and stated the tire had been plugged before and the plug came out. We took the tire to be fixed and it could not be fixed; the tire was no good. We purchase a used tire in order for us to continue during our rental. Our vacation was ruined.

Desired outcome: We would like the purchase amount of the tire refunded to us and some rental discount for future travel. We would like to remain a Hertz customer.

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12:01 pm EDT

Hertz Car/tires/money

HI
I rented a car on 8/25/21 when I got to my destination, the next day the car wouldn't start, I called roadside assistance, they assured me they would have a care there and pick up the other car as well. Never happened that day on 8/26/21, so I had no car for the whole day. on the 8/27/21 they called and again said they will be delivering the car, as they did that day, the car they gave me was basically the same, I was just happy to have a car that worked.
I got in the car and law and behold, the car smelled like pure urine, I really don't think they cleaned it just hurried up and gave me a car. the car they gave me the front wheel was so baldheaded and they had holes in the tire, by the grace god nothing happened before we returned to NJ. ok then i was supposed to bring back on Tuesday but I brought it back on Monday, so to me i am asking for my 2 days of being miserable money back. If i didn't use the car for the length of time I said and bring it back before time, i feel Hertz owe me some money back. Thanks in Advance

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9:59 am EDT
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Hertz Car / tires / money

Hello my name is Cassandra Wilson, I rented an SUV on 8/25/21, when I got to my destination, I come out the next day on the 26th, the car would not start. I called roadside assistant which they promise to bring a car on the 26th, but they never came, so that day was a total lost because I didn't get to use the car at all for that whole day. Ok on the 27th I get a call from hertz in Savannah I guess, they said we are coming, when they get there, and I got in the car to make some errands, the car smelled like pure piss, it wasn't cleaned sanitize nothing! Ok, I come back a day early to turn the car in on that Monday instead of Tuesday, and they charged me the whole $854.53. I don't think that's fair at all I missed a day from using the car and then I turn it in a day early you think, Hertz would've honored this situation and gave me back at least 2 days of my money, because I couldn't drive it for a day and I turned it in a day early. What I am saying is that I know I suppose to get some money back on my card for the 2 days that I couldn't use the car, my rental record number is [protected] Cassandra Wilson, please let me know the status of this situation, because I really got beat out of my money and no one cares but I do because I don't have money just to give away and not complain about it. Can you please reach out to me at [protected] and I am sending pictures of the car they sent to me, the tires was bald headed and had holes in them that could have been a disaster for my whole family
Thanks in advance

Desired outcome: to get some of my money back accommodation

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8:00 pm EST

Hertz Fraud

I did not seek to rent anything from you on September 8 and have contacted Capital One regarding fraudulent use of my card number fyi Rena Garner. Please be advise and remove charge!

Desired outcome: Remove charge . Will press charges if can.

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2:43 pm EDT
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Hertz Car rental

Hertz/Thrifty car Rental
Incident date: August 12, 2021
Rental agreement #[protected]

On July 31st, 2021, I selected a Thrifty rental car through a third party & prepaid in the amount of $330.29.
However, when I went to your rental counter at Orlando International Airport on August 12th, your counter agent added an unsolicited charge to my "Estimate of Charges" ticket for "Personal property/injury, liability insurance in the amount of $111.16 + taxes. I told your clerk that my credit card company was handling the insurance coverage & that I did not want or need the extra fee on my bill. He said that the credit card companies' insurance was for "collision coverage" only and implied that I had to have the extra liability insurance. I then left the counter area to check with my automobile insurance carrier and had my son send photo copies of my insurance card, front & back to my mobile phone.
When I returned to the counter to present my insurance card, your agent (deceptively) told me that my insurance coverage was from the State of Ohio and was not accepted in Florida. This simply was not true. The next day I checked back with my auto insurance agent & confirmed that your counter clerk was not honest with me in an apparent effort to "spike" my bill with unwanted fees.

Please understand that when I arrived at your counter it was late in the day as I had flown to Orlando to tend to my 91 year old mother who was experiencing health issues. It was a very stressful time for me & I believe your agent was not forthcoming; that he created an unnecessary confrontation that could have been avoided had he simply been honest with me instead of presenting elective insurance coverage as mandatory .

Is it your company policy to have your agents try to gouge your customers?
Because that's the way I feel I was treated.

James Hall
3980 Beavercreek Cir.
Cincinnati, OH 45241
[protected]

Desired outcome: I would like a refund in the amount of $111.16

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6:43 pm EDT

Hertz auto

My rental confirmation number is J860443442F2. The auto I was given today smells bad. But the big problem is the brakes. They are really loud and tend to pull the car to a stop unevenly.

I discovered this after driving just a couple of miles. But the location where I received the car closed at 5 PM. All other offices in eastern Massachusetts also close at 5 PM with one exception, that closes at 6 PM. When I called the office's number it turned out to be a national number.

It was so difficult to reach someone by phone today. When I did, the English of the person was really lacking. I was told that perhaps there would be a replacement car at the Boston airport, which is a long way from where I am.

Instead I was transferred to "roadside assistance" to get a case number. But the call was not picked up by anyone at Hertz for a half hour, so I hung up.

Desired outcome: I need an ordinary car to replace the one I have. Hopefully from a local office that I could actually call on the telephone. This has been so frustrating.

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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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