Hertz
reviews and complaints

Prior to the trip.
We viewed different options of vehicles available and although a more expensive option, we booked a convertible vehicle with the dream of driving in the USA and enjoying the motoring experience.
After booking, you can imagine the excitement and we talked about what experiences we may have in our forthcoming trip.

We booked our holiday as a trip of a lifetime as we knew that we would only do this trip once and wanted to make the most of the time and opportunities.

Arrival at Nashville car hire desk
We had booked to pick up our car at 11:00 on Sunday 27th May as we had flown into Nashville landing at 23:00 and when we tried to book a car for this time, we were told it was not possible.

We arrived at the Airport at 10:50 having taken a taxi in from our hotel.
We queued and waited for the next available counter assistant.
When they were available, we handed over our booking information and we were told that there wasn't a convertible available and we would have to take an alternative car.
As you can imagine we had been excited about the new experience we were looking forward to and now we were being told, without an apology, that this wasn't possible.
We asked if we could speak to a Manager and we were told that they were over in the hire terminal and were not available at this time.
We said we would wait and asked if the assistant could try again.
The assistant said that the Manager was dealing with something and would be available shortly.
Therefore, we waited.
After 10 minutes we asked the assistant what was happening, she made a call on her phone and after this she said that the convertible that we were due to take had come in but was brought in on a wrecker so was not available. This we found out later was not true and was just a lie to try to make us take the alternative option.
We still insisted that we see a Manager and discuss this further.
The assistant made another call on her cell phone and after the call informed us that the Manager had 'upgraded' us to an executive car that was available straightaway.
We thanked her but said we still wanted to speak to the Manager who we were told was Stephen or Steven?
All the time we were talking to the assistant, she seemed to be uninterested in our situation and seemed unwell.
At 11:40, Stephen turned up and asked us to update him on the situation again which we did.
Stephen was very positive and seemed to understand our situation.
He explained and showed us via the computer screen that there were two convertibles due back in to the site around 12:00 to 13:00. He did inform us that sometimes the returns don't happen as scheduled but he was confident that a convertible would be back soon.
We discussed how we would get hold of the convertible and we came to the agreement that we would change our plans for the day; we were planning to drive out and spend the day exploring. We agreed that we would go back to the hotel in the substitute car, leave the car there with the valet service and we would then walk into Nashville to have a look around and when the convertible was back it would be cleaned and brought to the hotel where the cars would be swapped.
We accepted this and took it that Stephen would be true to his word. I gave Stephen my cell phone number so if there were any problems he could call me to discuss.
We collected the substitute car and drove to our hotel.
We booked the car in with the valet (a cost of $28).
We talked through the situation with the hotel front desk and valet Assistant; we gave them my cell phone number and asked them to call me when the cars had been switched over.
I received no calls that day.
We returned to the hotel to find nothing had been changed, a total let down and disappointment.
The next day we were setting off early to drive to Pigeon Forge and Dolly world.
On the journey down, we call the Thrifty help line number and had the following experiences: -
• The operator hung up on us
• The operator refused to take our cell number to call us back (apparently not in your policy)
• The operator transferred us to the emergency help line whose first question was “are you safe”.
• The Emergency help line person took our details and history and said he would call us back once he had sorted out the situation
We spent a lot of time trying to get a resolution via the phone but this only added to our frustration and cost a considerable amount of money using my UK phone to make calls.
After trying for some time, we gave up and set about enjoying our day in Pigeon Forge.
The next day we were driving to Memphis and on the journey tried several times to resolve the issue via the cell phone again but experienced the same frustrations.

We gave up on the idea of having a convertible for our holiday and got on with making the most of the time we had.

On our return to the airport
We returned the car to the Airport on Friday 2nd June at 18:15; we were due to drop the car off at 20:00.
When we returned the car, we handed over the keys and the agent checked the fuel and the car and informed us that everything was OK.
We left and took the hotel shuttle bus to our airport hotel we had booked as we had a 06:00 flight out the next morning so we knew that we would have to be up at 03:00 to be at the airport for 04:00 check in.
When we got back to the hotel, we took the hotel shuttle into Nashville to get something to eat early so we would be back at the hotel by 21:00.
On the way to Nashville, we realised that we had left our jackets in the back of the hire car.
We called the helpline and the agent informed us that we needed to go on line and register our lost items on the website.
I explained to the agent that I was traveling on a shuttle into Nashville and was unable to get on line and it would be better if he or I could contact the Airport hire desk to get them to collect the jackets from the car as it was under an hour since we left the car. The person was unhelpful and repetitive saying I should go onto the website and register the lost jackets with full knowledge that I was unable to gain access to the internet as I was on a shuttle bus at the time. I stopped the call.
I then rang the hotel front desk and asked if they would be able to get their shuttle bus driver to go to the hire desk and get our jackets as they should have been handed in to the lost property department and this was still within an hour of us leaving the car.
Anson from the from desk agreed and asked me to call him back in 30 minutes.
We were happy that the hotel would do this for us and felt confident that we would get our jackets back.
I called Anson back and he said that the hire desk told him that they couldn't give the jackets to him as they were not his property but if he could get a description from us they would let him have the jackets.
Anson was back at the hotel by this time so I gave him a full description of the jackets and he again said he would go back to the hire desk and collect our jackets and asked if we called him back in 30 minutes.
By this time we were in a restaurant and had ordered our food.
I called Anson back before we received our main course at the restaurant and he told me that he had not been able to get the jackets. The hire desk had told him that the car had been rehired and had gone out so the jackets would be in the back of the car and we would have to wait until the car returned.
At this point, we were very angry and upset.
We decided to leave our food and go back to the hotel and get the hotel shuttle bus over to the airport as we could not believe the jackets would not have been handed in.
We arrived at the airport around 21:30 and went straight to the hire desk.
The girl who had served us in the first instance when we picked up the car was on the desk and as soon as she saw us, she left the desk and went into the back office.
A few minutes later, you appeared and asked what the problem was.
We explained about the jackets, which you said you felt confident that the jackets would still be here so we would deal with these after we had explained the history behind this dreadful hire experience.
With you, we then spent the next 2 hours looking around all of the specific areas where the jackets could have possibly been left. This included the lost property box, the offices, the hire desk in the car parks, everywhere possible.
We eventually found the car we have used on one of the parking levels but there were no jackets inside.
We spent more time searching various areas but without success.
We then asked if we could report the incident and theft to the local police.
You said the normal process was to register the lost items on your website but we insisted that we contact the police and raise an incident number.
You drove us to the airport police depot where we spoke with Officer William D. Hodge who gave us a case number [protected] registered at 23:42.
We then went back to the airport and waited for our shuttle bus back to the hotel.
We arrived back at the hotel at 00:30. We had booked the hotel shuttle bus for 03:15 so we were only able to get an hours sleep.

Your help and support at the airport was exemplary. You gave us your time and tried to resolve the situation as best you could but unsuccessfully.

Since returning to the UK, I sent an e-mail to yourself to check the e-mail address you gave me on the 5th June to which you replied on the 9th June.
I have sent a reply to this e-mail on the 10th June but have not received a response and have subsequently been "fobbed off" by several customer service advisor who thanked me for my feedback and assured me steps would be taken to use our experience to put things right...

This whole experience has been a disaster throughout and we would like to know what Hertz intend to do to compensate us for not only the appalling service that we have received but the blatant lies given to us about the cars, the frightening theft of property by one of your employees which still hasn't been investigated even though you have CCTV available, the time and money we have wasted trying to get some sensible feedback on the debacle that is your business.

Rented Vehicle from them May 10/2017. Hertz me to rent larger vehicle than I wanted to, did not have small economy car I ask to rent.
When I picked vehicle up did walk around, scratches on back bumper, girl said wear & tear would not be charge for this. Could not see any other damage.
Had vehicle for a week, no damage done to it during this time, returned it May 17/2917. Did walk around with employee could not see any damage. Girl said Vehicle looked good.
Received letter June 15/2017 from Hertz, said I owed them $320.00 for damage done to windshield. Said I gave them wrong email address, not true they typed it in wrong. Not paying for this feel that there was not any damage done by me to windshield.
You would not be able to see this with out the reflection of a flash from a camera. Same walk around that we did at first inpection. Dark lite in garage.
Sent letter to me saying that I could not rent from them if I did not pay bill. Sent letter back to Hertz saying that I was not paying this and I did not want to rent from them again after this happen.
Hertz called me on July 18/2017 said they were going to send this bill to collection agency if I did not pay it, told them I was not paying it because I did not damage the windshield.
Now I think this is why they gave me this vehicle, had license plates from BC on it. Was driven across Canada. Could not see damage unless you had camera. See pictures below. Will not pay bill it is wear and tear damage. Look at the pictures and nothing hit the windshield while I was driving it.
Al Smith

We were issued a smaller car than we reserved. We researched dimensions to make sure everything would fit comfortably. We reserved a Toyota 4- runner or similar (190-191″ L x 76″ W x 72″ H Cargo:46.3 to 47.2 ft³, 88.8 to 89.7 ft³ with seat area. Instead we received a Honda Santa Fe (193″ L x 74″ W x 67″ H with Cargo: 13.5 ft³, 80 ft³ with seat area). The cargo area was a huge problem. We confirmed our rental the day prior and upon arrival the gentleman stated that they had given our car away and we then waited 30 minutes so they could wash up a car for us. It would seem that they hoped we wouldn't notice they gave us a smaller car but we were very uncomfortable for our 6 hour drive. Please assist us in resolving this issue as soon as possible. Thank you, [removed]
Date: [removed] Rental record: [removed]

I am addressing this message to you not because no response of my request but because I need to be completely clear about my expectation that you will be the leader who is going to solve my case and I am sure I will get a positive reply.

I would like to bring the fact to your attention in a form of comments to the subject as follows:
1- On June 30, 2017 I picked the rental car from Stockholm city from garage myself it was in good condition with the right wheel Rim little bit scratched so I consider it was a normal case .

2- On July 10, 2017 I dropped the car in Arlanda airport in Stockholm in good condition with the same case of Rim .

3-On July 12, 2017 I have been reported to control department through email the situation of the car during my journey.

4- in my contract agreement is included the insurance !

5- I would like to request appeal my case and I'm not agreed to charge 3145 SEK the cost of scratched in my account

I was in a hit and run accident on Tuesday...it is now Thursday morning, and I STILL don't have a rental car! State Farm said they would set up a rental and someone from Hertz to pick me up since my car was rendered undriveable. I waited for 4 hours with no word from Hertz. I called them and State Farm. State Farm confirmed that they submitted what they had to do to Hertz. This has been the WORST experience with a rental car company ever. I FINALLY get a car after spending ridiculous amounts of money on uber to get to and from work and to class at night. They say they will pick me up 9:30-10:00 AM. It is beyond that time frame. Everyone on the phone has been rude. I will NEVER recommend this company or use this company again.

I rented Hertz vehicle in Mountain View California. I drove the car to San Francisco and was forced to use toll bridge to return. I paid the toll online and received confirmation of my payment. The charge of $32.25 posted on my credit card on July 6 2017. No-one at Hertz either online or on phone has helped me with this charge. I was referred at on point to Play Pass and they referred me back to Hertz.

I call hertz and they lie to me .Instead having a writing everything but it was over the phone.they're a bunch of liars and cant trust this company. I will never rent from hertz in my life nasty customer services and manager with nasty attitude.I will continue posting about them cause the say the were going refund the different between one rental company and other but they liar.I also put formal complain with the bub .

Hello,

1. My name is gil ackerman, and I am running gilgul culinary productions – a production company based in tel aviv, israel and barcelona, spain.
2. On my last business trip to nice, france, on may 18th to may 23rd, 2017, I used hertz france services, renting a car from nice airport.
3. On the second night of my trip (May 19th), the car I rented got hit by another car, while it was parked in my apartment's driveway.
4. The guilty driver left no details.
5. When I returned the car to hertz branch, I notified the local clerk (Which barely spoke english) about the incident.
6. He explained (Through a random translator) that in the next 5-6 days, I should expect a call from the hertz representative, explaining what the procedure in these cases is.
7. I waited for the call that never came.
8. Today I suddenly realized, the hertz charged my account with 688.07 euros without any explanation or notification.
9. Ignoring the fact I was insured, this act is ilegal and is a serious blow to my trust in hertz, representing an extremely negative norm of customer service.
10. I expect to receive a full explanation on the incident and to be fully compensated.

Good day,

Gil.

I checked into the Hertz rewards member in Honolulu airport. Kevin who was the agent that was helping us was rude and treated us like he didn't want to help us. He seemed irritated that we kept asking questions regarding the policy of the requirements to be the maid driver. I asked to speak to a supervisor and that he was giving us an attitude and he replies back with (we we're giving him an attitude). I couldn't believe he responded the way he did. I have never experienced such horrible customer service in my life. I'm in sales and customer service is key to any business. So to have you le employee treat me the way he did was unexcusable. Then he gives us a car that wasn't even clean. Sand all over the dashboard and arm rests. The outside of the car was not filthy. I'm a good rewards member and a AAA member and to have this kind of service in unbelieveable. Pleas train your employees to treat your customers with more respect with a smile and not with an attitude.

I will never use Hertz again. I had a reservation for an SUV or minivan, either or.this was at the Arlington, Tx. Branch for Fri. 6/30/17. I arrived at exactly 8:20 am to see My reserved Dodge SUV leaving the lot. Manager "Kazeem Are" told me I only had a 20 min. Window to pick up the car. Company policy states ONE HOUR. No other options for a three row vehicle in the metroplex according to him. These guys are [censor]! I had to take two personal cars as a result. I complained to corporate, and was promised an investigation as to the failure to follow co. Policy, and was promised a $100 credit on next rental. Today 7/9/2017, I receive a form letter with a $25 credit. No other explanation. It's obvious that Hertz is playing a numbers game. They do not care about repeat customers! I will sending them the credit letter back with instructions for them to roll it up and stick it up their [censor]!

The experience was awful. I had to make three reservations with 4 separate locations and I still never received a car. I had to repeat my information overtime I spoke with them. I was put on hold twice and left to sit for 15 minutes both times. Then we they answered they were not able to assist. I had to call my insurance company to go with another rental agency. The guy was very rude.

we booked online and were giving a cost.. the cost at the hertz office when we took the car in Barcelona was a little higher $186 .. we dropped off the car exactly when we were supposed to.. full tank no damage and we were charged $330! nobody was there at the drop off just a box to drop off keys and paperwork so I knew something wasn't going to be right! How do I get a refunds..

Reservation dates
Jun 13, 2017 - Jun 27, 2017

Itinerary #
[protected]

Confirmation
H3180917628

Price Summary


Due at pick-up: $172.95
Base Price: $98.25
Taxes and Fees: $74.71
Due at pick-up: $172.95
Unless otherwise specified, rates are quoted in USD. Rental fees are due at pick-up. The total price includes all mandatory taxes and fees.
Mileage: Unlimited mileage

ease send the following information to [protected]@ecrcs.eu

Full name : E.J.Limburg
Country of residency: The Netherlands
Rental company name: Hertz
Country rental took place in Portugal Madeira
Rental agreement number or reference: PT801149490 invoice 78/1385581
Summary of your complaint; I have been offered an upgrade car without extra charge. At returning I'm confronted with an extra charge for the upgrade and apparently I have signed for accepting the extra charges. This year I'm visiting for the 3rd time Madeira and the same people service me. Every time they try to sell a stronger car and I refuse. This time they miss used my trust by just offering a better car without extra cost, but the trick is they let me sign for accepting cost. This is dirty trick that works by 80% of the people who do not speak the foreign language.
How you would like the rental company to put the matter right for you. First of all I would like you to address the guy handling the desk and give out the rental cars. Apparently the employees get a kind of bonus when they sell a more expensive car. I think it is fraud to offer for free and then let sign for costs.
Secondly I like to be compensated for the extra charge made € 89.67
I think Hertz should not make it a business model to cheat customers by offering extra's without costs and than make misuse by letting them sign in ignorance because they are tired from the flight and in a foreign country

Best regards,

Ewout Limburg

copy: Consumer United

I made my reservation on line almost two months ago to pick up my car at Fort Lauderdale airport, I called to confirm and the sales person assure me that every thing was find even added a discount with my AAA card for the amount of $ 202.00 dollars. Sunday July first when my husband went to pick up the car a sales representative told my husband that his pick up was at a different location and sent him with an address that she gave to him insisting that she would not accommodate him unless he pays $ 600.00. My husband took a cab pay to go to the location out of the airport in Fort Lauderdale and the location was wrong and no Hertz was there on topo of everything they don't open Saturday or Sundays. My husband had to get another cab with his bags and go back to the Airport becouse that as the only location open on Sundays . I called and spoke with Hertz representative and she was able to get my husband a car and off course at much higher price we will have to pt $ 320.00 plus the $ 50.00 dollar for the cab. I want you to know that this will be the last time I will use Hertz services and also being an employee of American Airlines I will let all my co workers and passengers to know not to ever rent a car from your company

So I made my reservation online for a midsize SUV jeep and I prepaid. I arrived at 7:30 am as per my reservation to find out that there was no jeep or anything compatible so they said I would have to upgrade to a Ford expedition which was not clean and needed an oil change... 3 hours later I am still sitting here and I have been told that the expedition is not in good condition so now I am waiting on another rental. Only 2 agents have tried to help me. One agent the lady I dealt with at 7:30 has been rude and talked very ugly to me. She offered me a truck which I can not afford the gas in that all the way from Louisiana to Kentucky. She has rolled her eyes and done nothing but argue with me, and will not give me a discount because I prepaid. So what is the use in making a reservation and it not being ready or available? I am so disgusted with Hertz and I will be calling customer service. This is beyond ridiculous to treat a customer the way the have treated me, I have worked in customer service my whole life and I have never treated someone the way I have been treated. Never ever rent from the Hertz in lafayette on W. Pinhook because you will receive the worst service of your life.

Hertz car sale's in salt lake city running false advertisement!
Simple be aware of this location!

They are liar's

25 photos | view larger

Hertz car sales salt lake city
3681 state street
Salt lake city, ut 84115
2016 volkswagen cc trend
Mileage: 28, 613

Salt lake city, ut | posted june 24, 2017

$10, 995
Used car for sale by dealer

Get a carfax report
Hertz car sales, buying a car made better! Our hertz certified vehicles come with a 12mo/12k mile ltd warranty. We offer a full range of financing solutions, and trade-ins are welcome. Stylish and fuel efficient. It's the perfect vehicle for keeping your fuel costs down and your driving enjoying up. Based on the superb condition of this vehicle, along wit
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Specifications

Year: 2016
Make: volkswagen
Model: cc

I have been with HERTZ car rental for over 5 years as a gold plus client,
and i just realized that their service is terrible, in fact very poor... Especially the Johannesburg OR Tambo Airport, , The manager is very negligent, and doesn’t want to take responsibility….

1. They issued an unroadworthy vehicle to me at OR Tambo Airport, which has cost me 1 and ½ day job loss (cost to my business).. Because was barred from entering a work site.
2. The process of changing the vehicles has also cost me big time… the kilometres both vehicles driven was billed on me (which i believe was not supposed to be my problem)
3. I was asked to put fuel on both vehicles, to and from their depo's (to be driven around by their staff)
4. There’s a damage bill that I paid for the 1st vehicle(unroadworthy) that was not in my position for 3 days. Vehicle was Only checked 3 days after their staff has been driving it around
5. They advertise on their website that "Gold Plus Five star clients"get a free day rental after every 10 rentals in 12 month... but that did not happen to me... i inquired about this and was sent from pillar to post ( that is actually false advertizing)
I personally went in to lodge a complain, but i was told there's no one to attend to such queries... i then decided to send an email to their customer relations email and copied the mangers, , but they still failed to assist or even bother to pay attention to my story and respond accordingly... What I see here is that, they are trying to shield the poor service that their company has given me…

I got a VERY bad car in Belfast NI in April 2017(90, 000 miles, badly dinged, wiper not working, trunk did not open all the time - Hertz in Ireland and the hertz in the UK are ignoring me as is Auto Europe in Maine who brokered the deal. Hertz US has copped out. I was beleaguered into buying CDW at over 1000 GBP. Hertz and Auto Europe have ALL the details. I can send you the details too. I have asked for a refund of my CDW but 2 months have gone by!

i wanted to buy a car for my daughter. I called on June 29th to make sure the car that I was interested in was available and ready to be bought. I completed the online application for financing ahead of time because I was going to be coming from 90 mins away (Middletown, DE to Bensalem, PA). I called that morning to make sure we were good to go. It took over 2.5 hours to get to the dealership because of weekend traffic. We arrived around 5pm. As I arrived the sales man told me the car was not available (bearing had gone out). I was VERY upset. The salesman said NOTHING to me. Turned and looked to the other salesman and said, "so you are off, what are you getting into tonight".

I was livid.

We left. Not looking at any other cars. The sales people seemed more interested in their social lives than selling us a car. And we had driven SO far.

On the drive home I noticed another hertz dealership in south philly. Since I had already done the financing application, and that dealership also had several cars that fit the budget and need we were looking for AND I was set on buying a car that day, we called the dealership. We could have been there in 15 mins. They were closing in 45. We were told by the financing manager, Preston, that he would NOT sell us a car that evening. That the paperwork 'takes 2 hours' and we could come back the next day.

I just wanted to let cooperate know that the sales people were very disappointing. I cried the whole way home. Not only did I envision driving up, picking up the car that looked perfect for my 16 year old, but I was stopped at every step of the process. To me, it seemed simple. I was approved. I was intent on buying something and did not mind spending a few extra minutes getting the deal done.

It is a shame that they made me feel that way. I ended up buying a car this morning at a competitor's dealership. They were willing to come in early and sell me a car. I will not recommended Hertz to anyone I know. Or be looking to buy from you from the other 3 children I have, or my 3 nieces OR any of their friends. In my opinion this was a very big mistake to treat someone so poorly and was the WORST customer service I have ever experienced.

There is no resolution. Its too late to sell me a car and I have no need to rent one. I just wanted your company to know their sales policies should be reviewed and customer service is very poor.