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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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H
3:16 pm EDT

Hertz service & faulty hand equipment on vehicle

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]

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1:02 pm EDT

Hertz reservations with my gold plus rewards points

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.

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B
10:35 pm EDT

Hertz no owners manual

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.)

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Update by Blu7Palm
Mar 25, 2018 3:26 am EDT

My salesman was able to find a manual which I plan to pick-up tomorrow. If you buy from this dealer (seller of rental cars) you may want to make sure you get an Owners manual(if its important to you). I highly recommend seeing Mike Donnelly.

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11:46 am EDT
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Hertz 50.00 prepaid cancellation fee for nothing

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?

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7:38 pm EDT

Hertz customer service representative in syracuse international airport

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.

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M
12:41 am EDT

Hertz car rental

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

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K
2:59 pm EDT

Hertz car rental

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.

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10:50 am EDT
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Hertz current rental that I have and the location office that I rented from

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

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10:28 am EDT

Hertz Lyft/Hertz rental car

I received maintenance on March 5 2018, this at the Austell rd location in Austell Ga. That oil change took over 5 hours! I was the last person in the queue, sooooo there is no way they could miss me. As i waited i over hear the 2 Hertz employees talking about(the young lady with the attitude) how she likes to see people reaction when they are mad, and how hertz just fired a girl for stealing rental cars after hours. That Hertz thought it was her. That they(hertz) started checking mileage then had to fire her etc, and the male (think his mame is Chris) spock of how Hertz lets employees do what ever they want. From uniforms, coming in late, not opening the store, then lied about being in an accident, but didn't call a district manager to open after asking for over time on a Saturday😠. This is what i remember. My point is while all these conversations were going on, i didn't know i needed to sign to renew my rental contract, i thought after5 5 hours, i didn't need to do anything else. If the employees were doing there job, they would of known to to stop me before i left or to call me and say u need to sign because they didnt i was deactivated for 3 days and lost about $500-$600! And then have to come back and do what should of been done in 5 hours i was there last week!

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12:21 pm EDT

Hertz a credit of $20.00

Effective 2/1/18-2/28/18 we rented a car at SW Int'l Airport. We were given a 2017 Nissan Sentra. We were very happy with the car until the "fill tire " light came on. We searched and searched for an air pump and the one's we found weren't working. We lost all our change a number of times.
Eventually we found a BJ's and the air pump worked perfectly.
After 3-4 days, the light came on again. This happened consistently every 3-4 days. My husband and I both called Dollar Rental/Hertz and after being put on hold and waiting and waiting, we hung up. We didn't want to spend our vacation trying to contact Dollar/Hertz.
When we returned home, I notified Dollar/Hertz and was informed that I/we should have called Roadside Assistance. I would never think to call roadside assistance for a slow leak. I was always taught to call: for a flat tire, out of gas, car broken down, etc. Because of that we were credited $20.00 (which I haven't seen yet on my credit card).
We always rent through Dollar/Hertz and felt that you would be more understanding on our part.
Also, I was good enough to fill out a couple of surveys that I received via email, but I have not received any response from ANY of the surveys that I was "good enough" to take.
I am hoping to hear from someone regarding this situation. After stopping every 3-4 days to "fill the tire", I would hope that more of a monetary compensation would be given to us.
Thank you
Karen Russo

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J
9:53 pm EST

Hertz cars with hand controls

I am disabled and went to rent a car with hand controls on 2/24/18. Most paraplegics drive 2 door cars. Hertz was thrilled to rent a 2 door car to me for a month until I told them I need hand controls installed. Then they said they do not do that. One of the sales representatives told me to put my wheelchair in the back and walk around to the drivers door. I had to explain what being a paraplegic meant. She then transferred me to someone else. They said they only put hand controls on 4 door cars. Thus they get around serving people with disabilities. I contacted Disability Rights Ohio and they felt it was blatant discrimination and had me contact the ADA and the CRC as well.
Hertz policy costs me 3 days of work and since they would not rent me a car I had to go buy a new car to act as my rental for the month. That cost me $5000.

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9:38 pm EST
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Hertz rental car charge

I was charged $5, 653.70 for a rental of a compact car (G) on 01/15/2018 for 12/05/2017 through 03/01/2018. I have a rental reservation with a confirmation number H4764238345 for the amount of $2, 116.64 for the period of 12/05/2017 through 03/01/2018. I turned the car in on 02/08/2018. They asked for more money. I told them they charged me $5, 653.70 on 01/15/2018, which was more than the reservation confirmation amount, and I told them I would not pay any more money because they maxed out my credit card and had no more money or credit to be able to give them more money. He asked if I wanted them to call the police and I said to go ahead and call them. After talking with (I assume a manager) he came back and said they had charged for the entire period. Since I brought the car back 23 days early, they said they owed me $574.76 that will be credited back to my credit card. I have not seen it on my statement yet. When I asked about the extra charges, I was told it for insurance that was more than the rental price each day. No one ever ask me about or explained anything about insurance. When I rented cars from other rental agencies they explained about the different costs and coverages. The most I was ever quoted was $1, 000.00. In the past I was quoted three levels of insurance that was separate from the vehicle rental price.

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4:25 pm EST
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Hertz reservation guarantee

Ref: h5974781170 (12 to 15 march 2018)
Hello,
I would appreciate it if somebody can send me the following words for the subject reservation: "this reservation is for a guaranteed awv or 4wv. The vehicle make and model is not guaranteed."

People who have to have a awd/4wd vehicle in order to get to a work site, need to have this guarantee in writing. Also, the cs rep that I spoke to about this reservation told me that the awd/4wd capability of the reserved vehicle cannot be guaranteed. The manager that I spoke to told me the opposite: the verbiage in quotes above. Can you train your cs personnel better?

Thanks,

Bob w.

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K
5:26 pm EST

Hertz additional charges of $300 for damage

Subj: Rental Acct; [protected]

Please remove charge:

Brought car back two days earlier. Was informed by rental return gentleman that the cost changed to $47?.00 and he was going to send me and email with receipt. I asked why he stated charges change day by day that's could be why. In addition, 4 days unused car and parked at Fort Myers Beach. Today, I contacted Hertz to find out I'm being charged $300 for car damage. Smoking in car. I do not smoke did have a friend who smoked in car for two days during my travels but smoke damage is ubserd. Why didn't Hertz call me or send me an email of the damage prior to me leaving Florida so I could have disputed this? I'm in NY now and still haven't received anything from Hertz regarding this damage. It's my call regarding a credit I believed I was entitled to which brought this to my attention.

Please remove charge. Thank you for your cooperation waiting for response.

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12:07 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Hertz car rental

I had an extremely unpleasant experience with Thrifty @ San Francisco Airport. It's not about money or business, but it's like your clerk at the SFO counter was cheating when doing business.

I booked a car with Thrifty via rentalcars.com. The booking number is [removed]. The rental record I had on hand is [removed] under name Zheren Wu.

I got the car on Feb 24th, 2018. When I took the car, I told the staff at the counter that I already had the insurance from China, and I don't need any insurance. In addition, when they asked me for the credit card, I asked why. They told me they need deposit and also if any police ticket comes they can charge me. So I gave them my card and signed.

However, today I suddenly found that there's an $18 dollar charge per day for liability insurance. I drove all the way from Santa Clara to SFO airport and spoke with the manager there. She told me she could only cancel the insurance for the remaining days from 3.3 to 3.9, but I had to pay it from 2.24 to 3.2. She did offer me a $50 gift card, however, I don't come to the States often and may not use it.

This is very unfair, because I made very clear to them that I don't need any insurance when I took the car from them. I don't understand why people doing business like this.

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done

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5:08 pm EST
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Hertz corporate decision

Hertz made a big fat mistake when they decided to turn against the NRA in this current political issue of the 2nd Amendment. I believe that you are going to find out that there are more of us who believe strongly in the protection of the 2nd Amendment than there are of those who want to disarm the American citizens and deny the rights of others. The NRA has done nothing wrong and is protecting the rights of the American people far more than you are. No more business from me.

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Update by Shelba J. Holmes
Feb 27, 2018 5:10 pm EST

Hertz is going to regret the decision to abandon the NRA. Count on it.

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1:51 pm EST

Hertz nra

Hertz is totally wrong to enter politics. The 2nd Amendment is vital to the survival of the USA and by dropping the NRA, Hertz has now become an enemy of the 2nd Amendment.

I can personally guaranty that I (nor my family, friends or close business associate) will ever again rent a vehicle from Hertz. Goodbye, forever!

Hertz is now become an enemy of the 2nd Amendment and will feel the wrath of the American citizenry.

Peter R Buchler

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11:52 am EST

Hertz politics

I am a vet, a physician, and an NRA member. Done with you. Will instruct my assistants to eschew business with you due to your foray into politics. I hope that the Administration will find some way to punish you. If you had thought this through a little, you might have discovered that people like me are capable of putting more on you bottom line than some lefty snowflake. You made your bed; now lie in it. Tom Scheer MD

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10:43 am EST

Hertz withdrawal from use hertz and affiliates

I am a vet and an nra member with a small business that utilizes hertz and some of its affiliates on a regular basis. I hereby boycott all hertz and affiliated businesses due to your political ideology with respect to the nra.

Ps: bringing politics into your business plan is the most incredibly irresponsible action that any business can undertake. I hope that hertz stockholders revolt in reaction to this un-american political ideology. Please never forget, there are many other rental car agencies to choose from.
R/
Kfm

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Shaun R.
, US
Feb 27, 2018 11:10 am EST

If they're dropping affiliation with the NRA, I'm all in for supporting Hertz. Thank you Hertz for doing the right thing!

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W
2:23 pm EST

Hertz keep your politics out of car business!!

You drop the NRA. I drop you! Just used Hertz two weekends in a row! I'm done with you. I will find another company who supports my second amendment rights. Or company that stays away from politics! When will companies learn to keep their mouth shut. Stick with renting cars. We boycotted Starbucks for 3 years for opening their mouth too. Gave another coffee company over $10, 000 of our coffee business during that time. Now you just lost another paying customer for a none paying customer. Dumb move Hertz and all your affiliates. (Budget, Enterprise, Avis etc) America is smarter than you think.

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Shaun R.
, US
Feb 26, 2018 2:54 pm EST

If that's the case, I'm supporting Hertz from now on! I wasn't aware. THANK YOU HERTZ FOR DOING THE RIGHT THING!

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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