Hertz
reviews and complaints

I am writing on behalf of my husband who arranged our car rental from Bordeaux to Lyon, France, via Priceline Trip Number [protected] with a start date of May 21st.
To start it was a really poor experience at the pick up and drop off. We had a taxi take us to the renal car pick up to find the Hertz/Thrifty office totally closed. It was a religious holiday in Bordeaux and we were give no update to alert us to the fact the address given us would be useless. Fortunately our cab driver stepped in to facilitate getting us to the train station in Bordeaux, where we spent about an hour getting a car. We were promised a confirmation of the price by email but are unsure if we ever got it.
The car itself was perfect.
The return of the car in Lyon was terrible. It took us 4 hrs. to complete the task. Frustrating is an under statement. The GPS address listed on the rental information wasn't anything that could be put into the GPS or that the hotel staff, where we were staying, could identify. Our hotel directed us to an address near Perrache Train Station and gave us street coordinates but "no" luck finding it. Loads of traffic and struggles with French to eventually learn the office was inside the train station but once there we learned it was closed on Saturday. An information booth there directed us clear across town, and near where we started, to Part DieuTrain Station with an address that we were unable to get to due to construction and again wasn't reachable. Again we entered a parking lot to take off on foot to try and locate Hertz/Thrifty. When we finally located Hertz they were closing and informed us that their office only handled car rentals. The car drop off was in a garage half a mile away. It was a building that was unmanned at 5:00 pm on Saturday and only enter-able by a pass code that hertz hadn't bothered to point out.
We tried to call Customer Service for Priceline without success.
You might gather that our faith in good service, from what we thought were reputable companies, has been shattered. The lack of accurate information, struggle with the language to try and correct the situation, and the confusing road system, particularly in Lyon, left us quite exhausted. We had planed to visit some of Lyon on Saturday afternoon, but were totally worn out by the return of the car.
Mary Dunlavey
Cell: [protected]
[protected]@comcast.net

May 15, 2018 I picked up a rental car from Hertz in Canton Ohio. State Farm is my insurance company and I was told to use Hertz (insurance claim) I had called the day before and let Hertz know I would need a ride from Classic Collision at 8:45am. I was told a driver would pick me up. The driver did not show up until 8:15am. Not a problem, but with the experience I had it is worth mentioning. When I got to the Hertz store I had to wait another 40 minutes for them to clean the car. I kept the car until May 22, 2018. I called Hertz on May 21, 2018 to let them know I would be leaving the car at Classic Collision at 1:15pm on May 22nd. On May 22nd I called to say the car is there and key is with the manager. Appox 4pm I called Hertz to make sure everything was good and I would get my deposit back. I was told all is well and they would be refunding my $50.00. I waited a full week and my deposit was not returned so I called Hertz. I was given another number and called. I was told the reason I have not received my money was because the car had not been returned. I called Classic Collision and was told they have called Hertz every day since the 22nd to pick up this rental car. They were told every day someone would be there. I called the customer service number Hertz had given me and explained I left the car, called Hertz, and the car repair place had been calling them, but nobody shows up to get the car.; On May 30, 2018 over a week after I left the car (once I started calling them) they picked up the car. I had to recall the Hertz number and re-explain to someone else and was told the money would be released. Tomorrow is June 1, 2018. I have spent hours trying to get my $50.00 deposit to no avail. I have called a couple times today to talk to a manager and am told he is on vacation. Nobody there seems to be helpful at all. I have been on the phone waiting for them to answer over 20 minutes a number of times in the last 2 days. I would think a large corporate company would do more customer service training. I have now came to the conclusion Hertz will be keeping my money.
Lastly, today I called and spoke with Benjamin (Hertz, Whipple Ave, Canton Ohio) and I asked if there is a corporate e-mail and was told no. I also work for a large corporate company so I knew that was incorrect. I got on-line and here is my experience.

On Thursday 5/10/18 I called Hertz and set an appointment for a pick up on Friday 5/11/18 @ 11:30 am @ Professional Body Works located in Abbeville. I arrived at PBW at 11:30 and no one from Hertz was there. I assumed they were on the way. I gave my keys to the body shop man and then we went inside (as it was hot) to wait on Hertz. After about 10 minutes of waiting inside (it's now about 11:45) the man at the body shop offered to call Hertz. He did this from his cell phone and speaker phone. The woman answered and said : Ummm I can send someone now, the man told her that he didn't know if I had time to wait (as it is about a 20 minute drive) since I was on my lunch break and he was ready for lunch. I told him to tell her that I would just call and reschedule. I got in my car and before I got out of the driveway the lady from Hertz was calling, I ask her why she wasn't there to pick me up, and told her that I had now spent my entire lunch break plus extra. She said that she didn't show up because she didn't have the correct phone number for me and believe it or not that she had 2 other customers the day before with the same last name. She said that they have a lot of no-shows and since she couldn't get in touch with me she didn't send anyone. I told her that this was a total disregard of my time and very unprofessional. She apologized and said she would give me a free upgrade. I told her I wasn't interested in a free upgrade that I just needed to get my car in the shop and get my rental. She said she was willing to help me in any way she could. So I told her that I would run and grab me some lunch, call my work and tell them that I would be later than expected and she could pick me up in about 30 minutes. She then told me that she had already sent the person home, that just 10 minutes prior was coming to pick me up and she would have to call and see if he could come back, so I told her to call him. She called me right back and told me she could not help me today. I called State Farm to report this and the man told me that he would report this to his direct contact at Hertz and get me a phone number for complaints. He called me back later and said that his direct contact was going to report my complaint. I told him that I would like to talk to someone and he said he would let the direct contact at Hertz know this. I never heard from Hertz or SF again Friday. I also ask State Farm if I could use Enterprise (they also have location in Greenwood) . I was told that it would cost me out of pocket money as SF has a rental agreement with Hertz. At this point I am not willing to pay any of my money for a rental. SF may want to reconsider this for the Greenwood SC location. VERY UNPROFESSIONAL!
On Monday morning I called Hertz to arrange for me to pick up my rental Monday evening after I get off work at 5. I was told that they only had SUV's available but that I could get one of those. At 5:20 I went to Hertz to pick up my rental, I was told that they had one car but it did need to be vacuumed but that just meant I would not have to vacuum it out when I returned it, or I could get a clean SUV. I told her that I was not willing to pay for an upgrade and that I didn't know if state farm would or not. She told me that SF would not and that if I didn't want to pay for the upgrade then the car would be what I had to get. So she took me out to the car, she walked around and took pictures of the outside and then took pictures of the mileage and or gas. She then looked at the condition of the inside and stated she didn't know what had happened but she wasn't the one to check in the car. There are stains/dirt all over the front and back seats, the floorboard needing vacuuming was the least of the issues. She then went inside and came back out with some Clorox type wipes and wiped out the seats (which did not help the situation). She stated that she was working by herself and that if I wanted to leave the car or bring back the car Tuesday morning that she would have someone clean it ( this would have meant 3 trips for me to pick up 1 rental) I at this point have already used 1 hour vacation trying to get the rental, so I told her I could not do that. Customer service has been nonexistent for me at Hertz. I called State Farm again after leaving and told then once more to reach out to the point of contact at Hertz and to have them contact me.
I called SF again Tuesday (5/15) and spoke with someone that after a while said she could call and see if Enterprise could set me up in a comparable car and we could do that at no cost to me. I expressed my concern of what I feel to be lack of concern from SF about the treatment of Hertz . I realize that only I have been directly affected by Hertz treatment and lack of customer service but do think SF should be more active in getting Hertz to deal with this matter. I was given an 800 number that I could call. I will be turning in the Hertz car 5/16/18 and picking up a car from Enterprise. I am doing this because of the lack of Customer Service and the treatment from Hertz.
As of 5/16/18 I still have not received a call from Hertz. Please note that I still want this matter dealt with. I have spent in total at least 5 hours of my time trying to get a satisfactory rental car. This estimate includes all the phone calls (to SF and Hertz), the time that I wasted on Friday 5/11/18 for a pick up from Hertz, going to get the car and now returning the car.
I have pictures of the inside of the rental given to me from Hertz.
On 5/16/18 I returned to car to Hertz. The lady working there (Kim) ask me if I was the lady that called and complained about my rental being dirty. I told her yes. She said: well I guess my boss called you? I told her no that I had not heard from her boss. She said she hated that the car was dirty. I ask her if she was the one that was supposed to pick me up on the previous Friday and didn't show up. She said no that she had been off because she had a grand baby that was born. I ask her if her boss mentioned anything about that. She said no. She said that the lady working would have been Cassie and that Cassie should have closed up the store and come and picked me up. She said if I ever need a rental in the future she would like to try and make it up to me that she could maybe give me a discount or something? . During the checkout process she asked me if I wanted to give my email address because Hertz would send me a survey about my rental. I believe she didn't want me to but I told her yes and gave her my email address. I have not gotten an email or a call from her boss yet.
I can't help but wonder why her boss did not ask her about the no-show on Friday. The car shouldn't have been dirty but I can understand that, in that maybe you didn't have enough time to clean it, she could have offered one of the clean vehicles but didn't. BUT the biggest problem is the NO SHOW FROM HERTZ on the Friday before. Almost a week later and I have not received a call yet! NO SHOW and NO CONCERN
I am hoping to hear form someone

Please call if you have any questions as some things have been left out or maybe not understood in an email. I would like for SF to assist me with this and also make sure that Hertz calls me.
THE ABOVE IS A COPY OF THE EMAIL I SENT TO STATE FARM TO REPORT THIS IN WRITING. I SPOKE WITH SF ON THE PHONE SEVERAL TIMES> STATE FARM SAYS THEY HAVE MADE COMPLAINTS BUT NOONE FROM HERTZ HAS REACHED OUT TO ME
I would say that now I have spent about 7 hours of my time dealing with this and trying to handle regionally.

We approached Hertz desk on May 18, 2018 with a receipt for a car rental made by phone 2 months prior. Reservation# H5994223613. Our original charge was $554.26. We added a GPS later on and was told that the total amount owed would be 510.10 per week. We wondered at the drop in price and was told that there was a special price at that time. Now back to the Hertz check in desk. We refused all of the following attempts to raise our rate: larger car, GPS separate unit (we were under the impression that the GPS was installed in the car), additional taxes which we believed was part of the original quote. She would not take "no" for an answer. We insisted that we would only take the original quote. We asked for a manager or her supervisor who sat close-by smiling all the time. He was of no help and claimed that she was one of his best sales people. The last straw was when my credit card was declined twice and I had to call my bank who told me there was no reason for it to be declined. We were there for at least 45 minuteds To end this complaint, we went to National and in short order had a car. Monique Khoury
Of course we will not use Hertz again.

I hired a car from 5th May - 19th May 2018 through a company called Youdospain it was a Volvo S60 it had a scrape on the drivers front wing which was marked on the paperwork. I had the car for 2weeks NO Damage was done to the car! I returned the car on the 19th May where upon nobody was at the desk on my return I waited an hour and nobody turned up so as not to mid my flight I put the key key and green paperwork into the box as was instructed on the wall. They had taken my card no as a holding deposit of €520! On the 23 May they have taken the money from my bank account and I wAnt it back! Brian Watson. 6 holmswoo Canvey Island Essex SA8 8HY. [protected]

I had a reservation and I was contacted a day before my reservation to advise me that there is not a rental available. This happen on more than one occasion. My reservation number was H67704913A3.

The service provided by hertz has declined over the years and I have been a loyal customer (gold member) but now I see that there is no need to be a member of any kind.

Thomas
He called and called and called the place where I was staying

I thought I had lost the key to my rental.
This is South Africa. It's a payday where Thomas found opportunity to make money off an American. He would not stop calling and calling the manager had trouble doing his job.

Thomas wanted to send out a tow truck with a new car and tow the old car back. It was a home run payday for Thomas.
Tow fees
New key fees
It would have been in the $1200 American fee or more.
I found Anouther company who would make me a key for $400
No brainer ya well that was taking money out of Thomes pocket he said no way. Maybe there is something in the paperwork that says we can't do. I get that.

I found the [censored] keys

I did not want to take it back to the same office as I did. It did not want to see Thomas as I would have kicked he [censored].
I now had lost over a day of my trip and Thomas would not stop calling.
I changed my plans and drove to Cape Town.
On checking my return the was a damage charge on the fee of 4,000 South African ran.

The original keys had a registration number on the plastic key chain. If I did not find the keys how would I have found that part? It was returned with the original keys.

I am doing a story about how cheap South Africa is to travel in. Now this.
Thomas should be looking for a new job.
it's very unprofessional to call a place of business so many times.
I am sorry people are poor in SA. Taking advantage of people is very unprofessional.

Fryfly invoice number [protected]-4

Hertz location 229 SE 2nd St. Miami, Florida 33131
I rented in Fort Lauderdale airport and the service for a Gold Member was excellent, I returned the car back to this location in Miami, the place was dirty, it was a parking garage had to drive to the fifth floor to drop off. No resource to pick up your car and go like the Fort Lauderdale location.

Came back from the cruise, waited for over an hour to be picked up, soaked in the rain. Three Hertz van passed us by filled with people. Said they had 3 more vans coming. Called 3 times, I was hangedup 2 out of the 3 times.

Picked up a car at the gold member section and the girl wasn't friendly, didn't really look she wanted to be there. Reserved mini van, they didn't have it, although we saw one there, excuse it might be reserved already, didn't bother to check. Gave me a sequoia, tank 1/2 full although it said it was full. The parking was dark, and this big truck was crammed between another car and a pole. What happened, the mirror was hit by the pole. Went downstairs to gold member desk, upset and stood there listening to one of the guys talk about his college experience and asked if he wasn't doing anything can he assist. His answer, didn't someone take care of you already, no I'm standing here for my health. Had an attitude problem through out the entire set up of the claim. Asked me if I still wanted to rent from there, really! Yes, we need to drop off friends at the airport and need a car. They gave us yet a bigger car which we had to go back down to exchange for pathfinder.

The entire ordeal took 3 hours before we got on the road.

Asked for a manager he was upstairs, nowhere to be found.

This location is in need of an overhaul, they are in a parking garage cleaning cars, dark for customers to get out. I work, consult, trained in customer service, these employees do not value us as customer and our company has them for corporate discounts for our employees.

Horrible experience, will file a complaint as soon as I get home.

I have pictures and video. If I don't hear back I will find the corporate office and file a complaint again until I get a resolution.

I was the last customer on a Saturday to receive a vehicle. The rental office closed at 12 noon on Saturdays and was not open on Sundays. I reserved a car but was told they didn't have any clean compact cars available, he would have to clean it for me . He did offer to give me a mid sized car for an additional 10 dollars a day. When I declined he counter offered for an additional 5 dollars a day. When I insisted on the compact car I ordered he reluctantly agreed stating I would have to wait until he vacuumed it out. Just before signing on the dotted line he said it was too bad I got this car on a "Holiday" because it usually rents for 21 dollars a day. When I asked what "Holiday" was it, he said Memorial Day. I said that's 9 days away and he just shrugged. I got in the car and noticed the gas tank was at 1/4 full and the low tire pressure light was on. He said the gas was normal and offered to fill the tire if I was willing to wait. I asked that he please note it so I wouldn't be accused of mistreating the vehicle and then took a picture of the warning light. I called Customer service when I got home and was told because I signed a contract for the rate they could not do anything to adjust it. Reviews on the web give Hertz 1 Star out of 5 and I believe that is fitting.

I had a car reservation via rentalcars.com on 18th of May, 2018. I received the car with 5/8 gasoline level but returned it 8/8 level on 19th of May, 2018. And while I returning the car, the Hertz representative has marked down that it was 8/8 full tank. However, when I called Firenze Downtown Hertz Office(Italy where rented the car), I have learnt that the returning level is seen as 5/8 on the system. I have been struggling with this problem for days and getting no answer for any solutions. In addition, they have not returned my hold charge yet. I want Hertz to solve this problem. This is not good service for God's sake.

2018 May 21. Orly Airport France
Nissan Juke. Plate # EQ030VA

At return at Orly airport the receiving person was rude and pushy. He inspected and "found" an insignificant scratch on the rear bumper. I had not seen this at pick up. It was very minor (see photo). I protested but the staff person pressured me saying I had to sign and he would check the database for the scratch. I had driven 5 hours, was terribly tired so signed.
I was told I would get a receipt by email but it has yet to come. I went to Orly Airport Hertz to clear this up but was told to call customer service. I called their customer service number number, was sent to two service departments but both said I was at wrong dept. One operator hung up on me. The entire Hertz experience was terrible and it's still not over.

I did not do the damage.
The claimed damage was insignificant and not worth 99euros to fix
I want 99euros cleared and I need my deposit returned, 260euros

Photos
Car reception Charles Du Gaul
Alleged damage
Coerced damage declaration report

On 5/4/18 I set up a rental that was supposed to be waiting and ready on 5/7/18 at 10:30am. I was shuttled around to two different locations before finding a truck, then had to wait for them to clean it. On 5/10/18 I left it at the body shop for them to pick up, then was falsely charged for not having the allotted amount of gas in the tank. They were not able to show proof of the fuel tank reading aftering charging my card $129.87, after talking with an employee at the rental location he said that he would turn in paperwork to get the charge reversed (That Was A Complete Lie) I called the billing number and they said they have not received anything and this is two weeks later. They are trying to make me show proof of gas before they will do anything when it was their employee that falsified a gas charge and can't prove the tank reading. I want this charge refunded and if there is interest charged because of this that needs to be paid for also and refunded just as fast as they stole it from my card. And that is considered theft.

1 it took us over 1 hour and 30 minutes to pick up our car
2 we were served by jeff (geoff)
3 we never recived a copy of the rental agreement or recntal record
4 we never recived road side assistance and wasted time and money
5 the vehicle had to be replaced because of a flat tyre
6 i have attempted to call manz times onlz to be disconnected
7 worse rental experience ever
8 herty failed to advise of the final cost before collecting the vehicle

I rented a car in Madrid, Spain from 9 November 2017 to 15 November 2017, and my rental agreement number was 486465781. On 14 May 2018, I received an unauthorized charge on my American Express Card in the amount of 40 Euros (or $47.88) for an alleged traffic violation. I filed a complaint with American Express to reject the charge.

Contacting "[protected]@Hertz" I indicated that I was unaware of any traffic violation six months earlier, and requested documentation and evidence of the alleged violation. Their reply was simply to state that I was being charged the amount and enclosed a BLANK form entitled "Notificacion Informatizada" with no information about the alleged violation. The response from them had NO specific violation, NO car license number, NO location, NO time of day, and NO statute or law allegedly violated. In effect, it was a BLANK form.

The timing, the lack of information, and the lack of documentation and evidence of any violation indicates that this is in all probability a fraudulent charge. I have learned from a former resident of Caceres, Spain that the local traffic authorities have a reputation for assessing fines arbitrarily without justification.

Since no evidence has been provided, and an inordinate delay was experienced, it is imperative that the American Express charge of $47.88 be rescinded as invalid and improper.

Your cooperation with this request will be appreciated.

Rented a 2016 Mazda at Fairlawn, NJ Hertz rental office through my car insurance (Plymouth Rock). Used it a couple of days (no problem) then it sat unused a couple of days. Then wouldn't start. Dead battery. Called Fairlawn office. Agent said not responsible, wouldn't help other than to tell me to jump start it. Big help. Called a tow truck at my expense who started the car, let it run 45 minutes. Turned car off, then started it. OK (for now). Called Enterprise who is getting me a car right away. Very helpful. Your reward is never to have me as a Hertz customer again.

Mary DeStefano

Returning car to Shannon Airport, Ireland on May 17, we were shocked to be informed that damage was noted on the left front wheel-well and before we know it the wanted me to sign an acknowledgment and then be responsible for repairs totaling over $750.
The "damage" was not decernable nor remembered by us, and several photos reveal nothing or a very slight dimple in the metal.
We picked up the car in the rain, probably a mistake, as nothing was noted then.
We were shocked at this treatment, and appealed to the dept in Ireland for that and were similarly dismissed

My car insurance rented a car for me from Hertz. I opted to add the additional damage coverage for $21.99 a day. I had the car 10 days, but I explained to the employee at Hertz that I ONLY wanted the coverage for 4 days because I didn't have that much funding on my credit card. He said that was fine. Well almost a month later after returning the car they charged my card $280 and when I called them they said since I had the car longer than the 4 days they charged me the whole 10 days of coverage even though the salesman misled my to believe I could only pay for the extra coverage for 4 days. They refuse to refund my money. Also if the fee was $21.99 a day for 10 days then WHY was I charged $280 which is more than $21.99 a day for 10 days.

Rented a car that was half way full and with out them showing me anything in or outside the car they handed me the keys and said its parked on 3. That car was an exchange. The car smelled like cigarettes and the tank was on half. Went to exchange it and they said how much gas do I have in there I said half like I got it they said we only rent our cars full. And now I'm on my fourth call to get hold of a manager or supervisor and no one came on the line or called me back

I rented a car from Hertz for three days in Edinburgh on Oct.3, 2017. The car was returned on Oct.6, 2017 in Basingstoke GB. We never received a final invoice from Hertz. Hertz claims we had the car for ten days and added charges to the bill. We submitted proof that we left Basingstoke by train on Oct.6, stayed at a hotel in London on Oct.6 and 7, and left Great Britain by plane to Philadelphia on Oct.8. Hertz of Basingstoke insists we returned the car on Oct.13 even though we were no longer in the country!
We have submitted documentation on five separate occasions supporting our explanation of the facts. After a phone call to Hertz of Great Britain, I received an e-mail from Customer Care team on April 3 assuring me that we would hear from them within ten days. They never contacted me. When I called customer service on May 17, I was told that our request was denied because Hertz of Basingstoke still insisted that we had the rental car until Oct.13.

My family and I were involved in the highway shooting in Georgia that occurred on May 4th. We were in a Hertz rental car. Since then, I have had a very difficult time closing this account and figuring out what our responsibilities are to our contract.

The day of the shooting, I spoke with three different roadside assistants. Since then, I have spoken to at least four call center employees, including a supervisor. Even with all of this communication, I still do not know how much I owe. In addition, Hertz has been putting a $76 hold on my credit card every day since May 8th. Yesterday, I received an automated call saying that my car needed to be returned. All of this, even though I spoke with an actual person on Friday, May 4th to confirm that the car was in the possession of the company.

These are daily reminders of the trauma my family and I experienced. This is causing me more stress and emotional strain. This is inappropriate. Please let me know when I need to do to have this harassment stop.