Hertz
reviews and complaints

04-15-2018
I Called the Hertz number [protected] to reserve a car rental for the end of the day between 4pm and 6pm. I was placed on hold for more than 20 minutes TWICE. I called a third time and the young man that answered was less than helpful. He could not tell what vehicles he had available or anticipated being returned today. When I explained I was not interested in just having "a car" as he phrased it but wanted to select my rental car. He informed me Monday was a busy day and you never know what is available. The call was between 11am and 12pm. I even explained I had a confirmation #.[protected] and that I had already been placed on hold and left twice.

I called the Apple Valley store and spoke with a very helpful enthusiastic young lady by the name of Judith. She was able to tell me what was on the lot now and that there are other cars being turned in today. I expressed my interest in the Nissan if it was available when I arrive. She inquired about a time window which I supplied and thanked her for her service.
I have rented cars from Hertz for over 20 years and have never had the service I received today from the young man at the Victorville store.

I had made a reservation in the morning and they called me late that day and told me that they don't have the mini van that I reserved and sent me to a farther place to get the mini van. Luis promised me that they'll have a Nissan Quest ready for me the next day. when I got to Fountain Valley Luis informed me that he cannot give me the Nissan but instead he'll give me the Caravan. i didn't lile it so I insisted the Nissan as agreed and promised. He then denied that he mentioned the Nissan when he called me the night before so I told him that I wouldn't know about it if he didn't tell me about it. The problem was he promised the same car to 2 different people.
After almost an hour I told him that he need to process my resi as Im in a rush. We proceeded to check the van which was filthy. He tried vaccuming but their vacuum wasnt working so I was forced to take it as it is. I also asked him to check the car as there were a lot of dents and scratches but he said he didnt need to coz he took a pic already but wasn't thorough so I took as pic myself

BTW the Nissan Quest was available but he gave it to the Caucasian customer eventhough he promised me about it the night before and I was the very first customer there. The way he handled the situation was very unprofessional and I felt discriminated for being a minority and partially disabled

Rental # [protected]
I did not approve fuel purchase and I never do, this time when I rented from Austin I was charged for fuel service, but I put gas before I brought the car, the gas was a little over half a tank 3/25, when I brought back the car almost full and I was charge for gas, I'm sending a copy of my receipt.
I would like to have my refund put back in my credit card, I've rented from Hertz for a very long time, and I've never bought the fuel, I don't want it to be my last time renting from Hertz.

My name is Herman Hade LeFors, Jr. I reside at 506 East 12th Street, Apartment 5, Ada, Oklahoma 74820. On the date of October 18, I rented a 2016 Toyota Camry, from the Jonesboro, Arkansas location. While true the vehicle was over extended by agreement, The car became mechanically problematic and the engine light came on. Also the insurance on the vehicle had expired. Because of the mechanical difficulties and lack of insurance, I called the Jonesboro office, and other numbers to complain of my situation . The Jonesboro office refused to come and get the vehicle, and turned it in stolen knowing the situation. I have now been charged with possession of a stolen motor vehicle in the district court of Pontotoc County, Ada. Oklahoma. My drivers license HOOOO16715 Oklahoma is on the rental agreement. The vehicle had a gps system in the car, so Hertz had knowledge of the whereabouts of the vehicle, yet failed to come and retrieve the car after being told and knowing its whereabouts. I was later arrested on or about 01/10/2018 at McDonalds here in Ada, when I left to get a mechanic check the oil level as to prevent damage to the vehicle. The persons in Jonesboro were notified and knew of the problem. I plan to sue Hertz if these charges are not dropped immediately. I feel as if I made adequate notice to the Persons in Jonesboro

Good evening,

Hertz Morocco charged my full deposit of approx 1500 USD for a few light scratches on the front bumper. When I informed them upon return of the car that I did not cause the scratches they took note but charged the mentioned amount 3 days later without notification. I learned about the charges through the credit card statement.

A) I did not cause the damage
B) 1500 USD for a few light scratches is completely unrealistic

I have sent 3 emails to the Morocco Hertz customer service but have not had a response.

Here are the details of the rental:

Pick up Marrakech Airport Feb 25
Return Marrakech Airport March 9
Contract number 184125

Could you help?

Kind regards,

[name removed]

[protected]@gmail.com

Confirmation Number H5452514427
Priceline Trip Number [protected]

I reserved a car for March 11-15 to be picked up at the Gaborone Airport in Botswana (GBE).The total price was to be BWP 1509.00, which is approximately $157.71 U.S. dollars. However, when I arrived at the Hertz counter, I was informed that the total charge would be BWP 2895.59, which was almost double the cost (302.62) and that part of this charge was the $4.00 per day charge for parking the car at the airport while Hertz waited for us to arrive! We finally gave up and rented a car from Avis instead. The agent said that he voided the charge to our credit card, but I will have to verify this once my statement arrives. After a series of long flights from San Francisco to Botswana, I did not appreciate the inconvenience and time involved in attempting to complete what should have been a simple transaction for a reservation. I would like customer service to contact Hertz regarding this matter to prevent it from occurring again. Thank you. Dr. James Sanfilippo

Rented a car in Baton Rouge, LA, Ryan Airport. Clerk asked did I want to upgrade to some vehicle. I stated I had a free upgrade with USAA. The receipt that was printed was the same total when I reserved the vehicle so I did not notice anything different. I received the finalized email copy of the receipt and noticed that I was charged for an day, in which was my fault because I reserved the wrong dates. Then I noticed the upgrade charge. People put allot of trust and faith in businesses and companies and expect them to be honest. The clerk never said anything else when mentioning the upgrade. To me that's saying all is good. I never experienced this problem with other rental companies to include other Hertz locations. I contacted the local office and spoke to the Erica, the assistant supervisor or something like that. She stated she would give my name and number to the supervisor or manager and she will contact me. I waited several hours and called back. She stated the manager was in a conference call. That's a long time for a conference call. I still have not received a call. I am requesting a call or email by someone in the corporate office. This situation is not satisfactory.

I am afraid there is been a misunderstanding with my rental.

I please ask that someone other than Many/ID # 2710017 or 2710013 reply to my complaint .

My husband credit card was charged for a lost key and it was not our fault.

We switched cars at Atlanta airport and the gentleman that took care of us switched our car to an SUV. The first one we choose he said it was due for an oil change and asked us to get another one. At that point, I had given him the keys for my old rental. I asked to get an SUV with a 4 cylinder and he came to the car and look at the manual and helped us.
When we finished choosing our car we left and did not noticed that he forgotten the key of our old car in the glove compartment until the next day.
They never call from that location to ask if we still have the key or anything in relations to it. They just went ahead and charged us for a lost key.

I am very upset for couple of things. First, if they would of call us when they noticed we could have gone back to return the key. I find it unacceptable that you hold us responsible when the agents should make sure of that before they let their customer go. I handed the key to the agent and it was not our fault that he forgot it inside the car. When I saw it I thought it was a second key to our car that was why we didn't call.

I called to make a complaint about the charges and the lady (customer service supervisor name Mary #2710017) was not helpful at all. She had no intentions to help me at all. She just kept saying it was our responsibility to leave the key. How was my responsibility if I already gave it to the guy?
she was not pleasant and in fact raised my blood pressure they way she handle the situation. When I asked to speak to her manager she said they would not bother with customers. That I call unprofessional. Managers don't speak to customers but enjoy our money.

I ask to please refund my money as it was not our fault of what had happened. Also I would like a call from a higher up manager with an apology other than Mary #2710017. I would like to see results to this in about a week before I proceed.

The Oklahoma call center manager on Sunday April 1, 2018 around 2 pm was not helpful or professional at all. She does not deserve to carry that title when she did nothing to help an upset customer.
My name is Nilda Acosta and I can be contact at [protected]@sbcglobal.net or you can call me at [protected]

Thank you for taking the time to listen.

I should have listened to all of the negative reviews before renting from this company! We reserved a cargo van on 2/6/2018 to be picked up on 3/27/2018 from Salem, OR on Lancaster Rd. We needed a cargo van to bring back some family heirlooms. When we got there they didn't have the cargo van, they had a mini van. We weren't happy about this but agreed to take it as the seats could be removed. My boyfriend asked if the guys who cleaned the cars could help him as he was recently in a car accident. He was told no they could not help him (the lady at the counter went out of her way to go outside to make sure and tell them not to help). The manager was the rudest. She was extremely rude and accused us of yelling. She refused to rent us the van. We made calls to Hertz corporation. They said they would talk to her, which she refused to do. They then told us there is nothing they can do for us. I am completely amazed at the horrible customer service from this location and Hertz themselves.

I was charged a cleaning fee of $150 when returning my rental SUV in Ohio after a trip to Florida for spring break. I was told that the fee was necessary because sand is very difficult to get out of carpet and any vehicle cleaning that takes more than 5 minutes to complete comes with an additional charge. The car wasn't taken to the beach and I didn't see any sand in the car. I was not aware that I needed to super vacuum a rental car before returning it. Since the drop off location was closing and we were in the middle of a snowstorm I got upset and just let her charge me for the cleaning fee that is more than it costs to detail the car. After more than an hour trying to reach customer service they agreed to drop the charge to $75, which is still much more than what it would cost to detail the vehicle. I was told this was the most they could do for me. I polled my neighborhood Facebook page and only a few people had ever been charged a cleaning fee. I'm still unhappy, but feel like my hands are tied.

Bad install hand control on vehicle which almost cause an accident on 290 with my family where I had no control over the gas or brakes and on top of that as today's date March Tuesday 27th which started on March 15th I have not received my money yet or has anyone rectify the situation I'm in the air about posting the videos and pictures I took of the hand controls but I know where I'm leaning because I have not been compensated for this Badd & terrible service that occur not even for the day it happened, you're still charge me for that day that I didn't use the vehicle at all because it was inoperable, I'm more than pissed off I am! Everybody was on the same talking points where gonna do everything we can to help you and also comp. your rental but none of these things has happened the rental it's self was only a $100 or less but you're holding on to $300 of my money and now you cause over with draw from my bank account cause I'm disable with a set Income you have cause more issues over something that only would have cost me a $100 to rent vehicle from hertz. Hertz should comp. my whole vacation hotel, flight along with the rental and over withdraw from my bank account. I have video as well but won't fix. Rental record# [protected]

The gentleman I talked to indicated that I had sufficient points for the entire 7 days in a Standard SUV. We also inquired regarding a larger SUV and determined that my points were not sufficient for a larger vehicle. Therefore, I proceeded with the reservation for a standard SUV, and was told that my responsibility was only for fees and taxes, in the exact amount of $154.16. I was told that he had already sent me an email confirming the reservation. We offered my son's credit card number but were told that was not necessary.

A few minutes later, I received a voice mail from the same gentleman, who asked me to call back to confirm some information. I did so, and received a different representative, who informed me that the prior representative had; in fact, misquoted the amount we would have to pay because my Gold Plus Rewards account was 13 points short of the amount necessary to get a free weekly rental. I was quoted $418.31 instead - a significant increase from what I was initially quoted. I indicated that was unacceptable and asked to speak to a supervisor. After waiting on hold for at least 10 minutes, the representative told me that there was nothing she could do - and I would have to pay the higher amount or buy more points. I asked if losing a long-term customer who worked for a large corporation, most of whose employees travel extensively, was worth the 13 points in question. She insisted there was nothing she could do.

I asked to speak to a supervisor because that was an unsatisfactory resolution. When a specific quote is given by your representative, Hertz should stand by that quote. She indicated that there was nothing that she could do, and that my only recourse was to buy additional points. I insisted on speaking to a supervisor because that was not acceptable. As a Gold member, I feel that my continued use of Hertz warrants a level of service that I did not receive today. I also know from my years working in business that a misquote by a customer service representative is normally honored by most reputable companies. Therefore, I felt that asking for the same was warranted, and should be expected from Hertz.

The supervisor (who refused to give me her name) finally came on the line after another long hold. She spoke in a raised voice at all times, spoke over me (even though I asked her repeatedly to stop doing so) to the point that my son and daughter in law across the room could hear her without being on speaker phone. She stated that if I chose to go to another company that was fine, and there was absolutely nothing she could do to assist. She was rude, argumentative, and displayed the lack of customer service that should never be displayed by any person in contact with the public. I was appalled at the lack of concern for my situation - and that a reputable company such as Hertz, from whom I've received nothing but considerate service to this point, had such a rude, difficult person manning their phones. For her to state that if I want to go to another company, that was fine with her, was the height of an insult, and a poor statement regarding how Hertz values (or does not) its customers, especially Gold Plus members.

I recently purchased a 2016 Hyundai Sonata SE from their lot near Honolulu Intl. airport. Salesperson was great! But he said new manager won't allow me to get an owners manual! I like to do self maintenance. I previously drove a Hyundai Elantra until it was totalled by a distracted driver. The Elantra probably saved me with its well-designed crumpled zones(I have picts.)

I rented a car back in february for a march 26th pick up. Well i called to ask if i can return the car early and they said yes but i would not get a refund for my days not used. Then asked about insurance and they told my 23.99 a day. Enterprise only charges 17.99 a day. So today march 19th i called to cancel and they told me it would be a 50.00 charge. What kinda crap is that? i made the reservation they did nothing. I called 7 days before and did all the work why do they get to keep my money?

I am in the United States Army and was on official business here at Fort Drum, NY. A car rental was reserve for me through Hertz Car Rental for 2 weeks to travel to Fort Drum and back to Syracuse for school. As I parked to return the vehicle I notice there wasn't a representative for Hertz in the return car location for Hertz, and the directions posted on signs, instructed to park, collect time, mileage, fuel level, and belongings from the vehicle and bring keys to front desk if there wasn't an attendant present. I did just that. I entered the portion of the terminal for rental returns and approach the counter and spoke with a gentleman working at the counter for Hertz and told him there wasn't an attendant out there to take my mileage and keys. He then said the person left work early and there was no replacement, and he was in there on his day off. I handed him the keys, and asked him for a receipt due to the rental being paid for by the government and a receipt was needed. The gentlemen at this time became very rude and confrontational saying "he wasn't going to give me a receipt cause he ain't walking out there cause he's the only one there", I immediately explained to him that I'm military and I need some form of receipt saying I at least turn the vehicle in. I also told him I took a picture of the mileage and fuel level, He became very angry and stated several times that he don't need to be deal with this **** and volunteered to come in on his day off. I ask him could I speak to a manager and he said there wasn't one he was the only one there. I asked could I get a contact number to the on-call manager and he refused saying "everyone is at home" . I pleaded with him as well as other customers in the line and he became angry and upset and left the desk and walked in the back and came out with his coat and belongings saying that he's not dealing with this and was leaving. I then asked him for his name and he refused to give it to me. I also ask can I see his name tag and he refuse to show it. I told him that I was going to report him to corporate and he said he didn't care. I even ask him if I could take a picture of the key to just show proof I gave it to him and he refuse. He was very rude and nasty and exchange several other nasty comments to included curse words with me and told me I needed to leave or miss my flight and he wasn't going to help me. I have included a picture of him due to his refusal of providing me with his name. I am appalled that this Hertz representative would treat any customer in this manner, especially a US Soldier. I am very upset and will be reporting this through my Chain of Command to see if something can be done about this or to find another company for government travel. My rental records is [protected], I have included a picture of the representative due to his refusal to give me his name.

Hello,

I would like to file a complaint with the Kona airport Hertz rental car location. I was quoted a price for a rental car for the Kona airport on Priceline of $803.50. When I arrived today kona airport hertz rental location they said that car was not available but could provide me another similar vehicle for the same price. They quoted me the same price but then charged me $1413 with all the additional upgrades. My company and I have rented from hertz for 25 years; however, we will no longer be renting from hertz. I think you need to closely look at your business ethics and practices so this not longer happens. This is not good for business.

Sincerely,
Mark Peterson

Sent from my iPhone

After using Hertz numerous times I feel that I witnessed price gouging at its finest. As my flight was cancelled in DFW (Dallas) I went to Hertz rental desk to rent a car. While approaching, numerous customers told me they didn't have any cars left. The guy behind the desk waves me on up and says "I'll hook you up". I said ok I need the cheapest bottom of the line you have. He said ok and proceeded to a small car that usually runs around $200 per day. After he gets all of my info he tells me my total is $506.00. To my amazement I asked why so high? He's whispers to me so the other customers can't hear that "$200 of this is just a deposit and you will get that back". With that said I never received the $200 back like he said and was charged the full amount. I knew something was fishy from the beginning and seemed very shady/unprofessional as well. I will never use Hertz again.

I picked up my rental on Monday 3/12/18. H37284844. The location for the rental on Joppa Road in Towson is awful. It is filthy, not run very well and they do not like to answer their phone.
So, I have a Nissan Rogue, they did vacuum the front floor, but the rest of the car is FILTHY. They put air into the back right tire, I asked if it was ok to drive, I was told it just needed air due to the colder weather. I went to drive it today and a warning light for low tire pressure for the same tire is now on.
I tried calling customer service to see what I need to do now and after waiting on hold for over 25 minutes, I hung up. Then tried calling the local location where I rented the vehicle, no answer, just kept ringing.Good thing this is not an emergency and I was not left stranded on the side of the road.
I do not feel I should have to pay anything for this car, when I return it, hopefully by the end of this week. Even though I am only responsible for 20% of the bill.
Helen Savage