Hertz
reviews and complaints

I made a reservation online from Hertz to pick up a van on a Saturday at 12:00 pm at their Temecula location (27452 Jefferson Ave, Temecula Ca 92591). Paid online and got my confirmation email. So I went to pick up the van on that day, and was told that they don’t have any cars since 10:00 am and the manager showed me the key box that is empty. The manager (Rowell Tolentino) told me that there’s nothing he can do. I was confused since I already pay for it and have a confirmation. He even told me that they are supposed to be closed already. Seems like he is in a hurry to get out and did not even attempt to help me in any way. He just handed me a brochure and told me to call a number for help or refund.
So I called the 800 number on the brochure and after about an hour of endless holds and transfers. I was told that the best they can do is to have me pick up the vehicle in the nearest airport which is about 65 miles away from where I live. This is ridiculous since I don’t even have a car to go anywhere. I had never seen this kind of incompetency anywhere. They did not even give me a courtesy call ahead so I can make other plans.
Now I’m stuck with no vehicle to pick up my family from the airport and ruined all my plans for the weekend. Thanks Hertz I should have not count on you. I used to appreciate their professionalism and efficiency. Your service is falling apart I hope someone from the Corporate Office is aware of this.

On June 4, 2016, I rented a car online via Hotwire with payment on drop-off stipulation. I went to the assigned Hertz Rental Car location at San Ramon, CA, to pick up the car, only to be told by the clerk (Robin) and then the assistant manager (Nick Vitalie) that I had to deposit the $577 cost of the rental plus an additional $200 deposit - to be applied to my "Credit" (not Debit) card.

I informed both of them that I had rented a car from Hertz at the Hopyard, CA, location only a week prior and that only the rental fees was deducted but no deposit held, even though I had presented a Debit Card. I asked to see the Hertz policy requiring the amount to be deducted and especially as this was extremely different from the policy offered /service received at the Hopyard Rd, Pleasanton, CA, location, but no explanation nor policy was forthcoming.

Furthermore, I reiterated that the rental fee was payable on drop-off but the first clerk attendant stated that was Hertz's policy. I explained, while also revealing my bank account summary for the previous week's Hertz Car Rental from close by at the Hopyard Road, Pleasanton, CA, location, where I was only billed for the rental car usage but not a deposit even though I had paid via Debit card.

Initially, the first clerk (Robin) had left me to attend to a patron coming in, whom she described as their "customer, " while I waited for the assistant manager - Nick Vitalie, to take over from her. In the middle of the service, he also left without attending to me and without an excuse or explanation. When I interrupted Robin for his whereabouts, she snapped at me that he had gone to wash the car.

I had no choice but to wait. Robin finished with the second customer who then left, and she came back to me. But before she did anything, another patron came in, and once again Robin left me to meet their needs, and despite their card being declined due to insufficient funds for their $200 deposit, Robin did not ask for any upfront fees payment from them. Robin stayed and continued to assist/attend to and serve them while I waited.

When the assistant manager (Nick Vitalie) returned, I complained that I had been waiting while two customers had come in, after I had arrived, and that both patrons had received service without any interruptions.

The assistant manager (Nick Vitalie) then said he would call the police to walk me out. Shockingly, I asked why he would do that and threaten me in such a manner but he just stood and stared at me.

At this point, since Hertz corporate office was closed, I called Hotwire to complain and cancel my reservation, which Mary at Hotwire did, and Mary also informed my complaint would be recorded. I will also be sending same to Hertz corporate office if they do not read it here first.

Interestingly, I am Black, and both staff and other customers at the Hertz San Ramon, CA, location are Caucasian.

The week prior at the Hertz Car Rental at Hopyard Road, Pleasanton, CA, service to me and other patrons was incredible as the two staff members ran around frantically to ensure all had cars, even on short notice from one patron. Earlier, one of these staff had noticed I was struggling with extra grocery bags and happily and politely carried them into their office, and later into my car.

Interestingly, again, both staff men at the Hertz Rental Car on Hopyard Road, Pleasanton, CA, are Black but patrons were of various race groups.

Then, I had ensured a positive review was sent on their behalf to Hertz Corporation. They were just phenomenal!

Hertz Rental Car at San Ramon, CA, always has cars at cheaper rates, yes, which does not surprise me because, apparently, "patron traffic" is light there, and not all races are welcomed there due to their discriminatory bent, fraudulent and inconsistently arbitrary deposit policy.

I hope Hertz Corporation will find this complaint, reprimand or change the employees at their San Ramon, CA, location, standardize their deposit policies across board if necessary, and also resolve the discriminatory pattern at the Hertz San Ramon, CA, location.

Thank you for your attention to this matter.

The date of the incidents were April 20th to 21st and April 23rd. The only way Hertz gives you to rent a car on the web is to prepay. Then if you need to cancel the reservation early so they can re-rent the car to someone else they charge you a $50 cancellation fee. I have rented from a large number of rental companies and this is the first to price gouge the customers. They do not give you any options on their web site and if you have to cancel as I did you get charged anyway. They refuse to credit my card even though I gave sufficient notice and they could rent the car with no loss to them. I will never use them again and I think what they are doing is bad business. No other car rental company does this.

On April 4, 2016 I arranged a 1-week prepaid car rental through AAA for a full size rental from Hertz for $290.18 (Hertz Corporation Confirmation #: G8954174009; AAA Northern California Nevada and Utah Trip # [protected]). On May 1, 2016 I arrived at the Miami Airport Hertz counter several hours late due to airline and weather delays. At that time, I was told by the agent that, because I was late, my car was no longer available and the only available practical alternative was an additional $30 per day. I told her they should charge me the original amount since that is what I reserved and she refused. I threatened to go to a different agency, not remembering at the time that I had prepaid. She welcomed me to do so but my wife said we should just go with it because we were already so late. So, given no other choice, we took the car and signed the agreement. When I got home, I filed a complaint with AAA (May 5) who refused to do anything and said I should take it up with Hertz. I contacted Hertz and was told there was nothing they could do. I then asked to speak to a manager. I was told he couldn't be found, so they gave me his e-mail address to which I e-mailed my complaint on May 17. On May 23 I received a call from Wayne Thomas of Hertz and was told he could not refund the extra charges because I had signed the contract and driven away. He said I should have asked for a manager at that time and he seemed to actually indicate that they did have a full-size car available at that time. In my opinion I was given no choice other than to bow to their fraud. The rental agreement clearly states there are no refunds for late arrivals which implies they're holding your car for you as you would expect and as they should. Obviously I want the difference refunded ($138.87)

Hertz.com prepaid selection g9373936898
1. I needed a car rental in germany for 2 days, may 16 and 17, 2016
2. May 15, being pentecost holiday next day, I called hertz germany. Hertz germany office confirmed, yes, leipzig - plagwitz depot would be open may 16.
3. May 15, I made prepaid reservation online. Pickup at plagwitz, 10am, may 16
4. The hertz online site gave me my reservation no. G9373936898.
5. May 16, 10am, I arrived at plagwitz hertz depot. Office locked/deserted.
6. My taxi driver called hertz germany, speaking german. He said hertz germany told him their system had cancelled my booking because of a "problem with my credit card".
7. May 16, 11:30am, I arrived at leipzig airport by taxi, cost 48 euros.
8. May 16, hertz airport office unable to revive my reservation or provide a rental car.
9. May 16, europcar airport rented me a car for 2 days.
10. May 17, hertz uk debits my visa 151.60 british pounds for 2 days car rental.
11. May 17, I received hertz email, copy as follows:
From:
Prepaid noreply
To:
[protected]@jtmail. Ownmail.net
Subject:
Hertz.com prepaid selection g9373936898
Date:
Tuesday, 17 may 2016 1:25 pm
X-delivered-to:
[protected]@jtmail. Ownmail.net
Size:
5 kb

Dear sir / madam,

This e-mail is to inform you that the recent booking that you made with hertz has been cancelled as we could not successfully process the transaction with the details that you provided at the time of your booking.

Please ensure that the details that you provided at the time of reservation were entered correctly and revisit hertz.com to make your new booking.

Yours sincerely,

Hertz car rental.

11. My complaints: hertz billed me 151.60 british pounds for a service they never provided; hertz cancelled my reservation without any reference to me; hertz action cost me extra 48 euros plus 2 hours wasted time having to travel to leipzig airport for alternative car rental.

I Rented a car from the Elyria, Ohio, location on April 2nd, 2016. My car had been hit by a drunk driver and his insurance allowed me a rental car till mine was fixed, at least that was the way it was supposed to have been. On April 19th my car was finally in the shop, so in the meantime, I decided to call the Hertz office to ask how much time I still had left. The manager told me that the car was due back on the 12th of April. I then asked him why he couldn't of called me. His exact words, " I didn't know when the car was due back because I didn't receive an email." So this manager can tell me that my rental car is due back on the 12th, yet he then tells me that he doesn't know the due date. GREAT CUSTOMER SERVICE HERTZ! I ended up receiving a charge on my credit card for $145 because the car was returned late. ( I guess that's one way to make a profit off of the consumer.) I called customer service about a refund and was refused in less then 10 seconds. Not even an apology for the manager's stupidity. On a side note, when returning the car back to the Hertz office, I had to wait 15 minutes for the manager to come out and get the keys from me. While waiting, I noticed that the bubblegum machine that had spilled pieces on the floor back on April 2nd, where still on the floor April 19th, disgusting!

We contacted the hertz corporate office and have made numerous phone calls and e-mail to help address our issue to no avail. I am not a business, I am a person. On august 5th, 2015 I rented a car (License #7dyx359) for 35 days. The rental was from firefly a hertz subsidiary in oakland, california and the rental #[protected].
I live in costa rica and this car has been fraudulently using my fastrak account to cross bay area bridges and costing us over $300 in toll fares! This is outrageous! In the month of april there are almost daily trips across bridges. I am working with fastrak right now and can forward to you the pages of activity and damages to our account. I have been asking for a copy of my lease agreement and now told I need to pay $25.00 for it! In a situation like this, we need help!
Thank you,

Linda symons
Rental #[protected]
Date of rental 8/5/15
Agency: firefly-hertz

I am a Hertz Gold Member and I frequently rent from Hertz as well as being a Enterprise Gold member and renting from them as well.

Herz customer service is extremely horrible! It doesn't matter if I am in person at my local locations, on the phone with my area service reps, or if I call the customer care 800 number. It is all the same terriblecustomer service. They are rude, belligerent and condescending. They do not greet in a friendly kind manner with a smile on their face. They always tell you different things and they give me a hard way to go with getting what I need as a customer. One time trying to rent i had reservations and no location had a car abailable for me.In one visit I arrived during my lunch break and was in there for over an hour due to poor service.

Enterprise is never this way. The reps are always friendly, they try to accommodate their customers, they have immaculate customer service and I am out of there in 5 minutes.

You really need to retrain your reps on quality care and performance and treating their customers with respect.

Aisha H

My name is Tanieka Umi. I rented s car on 4/22/2016. Hertz charged two different credit cards. One for my payment and another for the $1, 000 usd deposit. There is still an authorization hold on my credit card for 1, 000. I have called an emailed, ...its been 12 business days and the hold still exists... I'm ready to get my attorney involved at this point. There is no reason for them to have a hold on my Citibank credit card... Payment for the rental was taken from my Capital One card already... This is causing a great inconvenience in my life... It's not fair.

5/6 and 5/8 Atlanta airport. Our experience both picking up car and dropping it off was a nightmare of rude people. I had inadvertantly booked a car under aarp signature which apparently was not in the airport. The kiosk operator told us we would have to take a cab to there to pickup the car. Only after we said we would cancel the reservation and go next door was she willing to move it to where we were standing. Then when we brought the car back there was one car in front of us and no line. We pulled up next to the guy checking in cars and waited for him to complete the car. As he was finishing 6 new cars started pulling in and even though he saw us and knew we were next he started checking in the other cars because he said"we were in the wrong line". When my husband went to customer service she walked out and ignored him. After we checked out he started yelling at us as we walked up the stairs. No more hertz for us ever again! In a town known for the nicest and politest people in the country, Hertz clearly only hires the worst.

I was going on vacation in july 2015. online you have to put 2 credit cards. I prepaid for the vehicle rental for a week. The day came to pick the card and all my paper said was to make sure that u have the credit you pre rented the card with thats online. Well when i got there I was told that i also needed a deposit. I didn't have enough on my card so i wanted the deposit on another card. The hertz place in scranton pa said that i could not use another card even though it was one i had on my account online. First off i was never told there would be a deposit on none of my paperwok. that made me pissed. So i had to cancel my reservation on the day of, Which messed my vacation up. Then i was told that they didn't handle anything to do any refund that would get. WHICH I COULDN'T UNDERSTAND. needless to say the never refunded any portion of my money for a weekly car rental. They were no help at all. I got ripped off from hertz. then i went to check my gold aacount online and the reservation dissapeared and i could not pull the reservation or the cancellation. Hertz is a ripoff and a theif

On or about April 4th a few days into my car went to that was clear by the insurance company up until the 12th of April. I received a phone call from the body shop telling me that the car was done I then called the Hertz Rent-a-Car location in Laurel Maryland and spoke to a young lady named Porsche (or something to that effect) and asked her if someone could meet me up the street from the Hertz at the car place to pick my vehicle so I could give them theirs back. She asked me if I could pick her up and I stated that the place was about to close and I needed to hurry up and get there but I would leave the car there as I had been informed was okay previously. When I got to Canton Auto to pick up my vehicle they informed me that they had no dealings with hertz, that they normally deal with Enterprise . However, they would keep the key to the rental, but Porsche wouldn't be able to pick the car up until the morning. At that time out of the kindness of my heart I said I'll keep the key, take it back to her so she can bring me back to my vehicle and not have to wait until the morning to pick the vehicle up from a company that they have no dealings with! Canton Auto agreed that would be best. I called back and informed Porsche that it was me again and I was at the stoplight about to turn into the parking lot (because the place is right 3 minutes up the street)and could she or someone else take me back to my car...I told her I bought her the car back so she won't have to wait until tomorrow. Her response to me was "well I offered you a ride already so you gon have to wait!" I said well it's 5 o'clock, so how long do you want me to wait ? She said "I don't know what to tell you... my Runner has to take someone somewhere and it will be before 6 o'clock". I said so you want me to wait an hour and she said I don't know what else to tell you so I informed her that I would wait in the car... 15 minutes went by and the Runner comes back did Porsha comes out to the rental car and asked me why am I sitting in the car and I said I would prefer to sit here until one of you are ready to take me back from my vehicle... it was at that time she said well I have to close you out and I reminded her that it was an insurance claim and I didn't owe anything and there was nothing to close out .I would just prefer to sit here and wait until someone took me back to my car. Well she made me give her the vehicle keys and get out of the vehicle! I reluctantly went into the hurtz knowing that I have an appointment and I was about to be late! At which time she says to me "oh and by the way my Runner doesn't do any runs past 5:15 you're going to have to wait until I'm done with all of my customers and I will take you myself!" Well this is the exact opposite of what she told me over the phone and with her and this other employee walking back and forth past me for 45 additional minutes! She made me wait there with my car only been 3 minutes away, until the establishment was completely closed and I already called another ride and missed my appointment ...Then came outside well after 6 o'clock and asked me if I still needed a ride? At that time I told her it's too late for that so she said what's your problem?I told her that my problem was, she just made me wait an hour to go 3 minutes up the street and they walked around me the entire time and someone could've taken me back to my car .I brought you guys your vehicle back out of the kindness of my heart! I didn't have to do it, I only did it because the auto body shop doesn't have any dealings with you guys and to be treated that nasty and rude wasn't called for... she said to me that you're a grown man and I didn't make you wait! I asked her to please not say anything else to me because I'm not inside of your establishment...I'm standing outside at the street waiting for my ride and to please just not say anything else to me . She told me that she was grown and she can say whatever she wanted to say! I said fine you just wait for your complaint and she told me fine you can do whatever you want! If this is the way that hurtz treats its customers I will NEVER! EVER !EVER! do business there again! I have a ton of professional friends that I will make sure all go to Enterprise because when I went to Enterprise... they picked me up, they were polite, they dropped me off, I didn't have any problems with them .This is the exact opposite of this experience! It is the worst rental car experience I've ever had to deal with in my 40 years of life! On top of everything else since she made me get out of the vehicle I never received my CD back which is my favorite CD and when I went back to get it she said it was gone... while I was there inquiring about my CD I witnessed the site manager who is training this young lady being rude to another customer! it's just terrible there and something needs to be done about it immediately before you guys lose a lot of business...14705 Baltimore Avenue Laurel Maryland 20707 branch managers name is Anthoni Tuck...

On 4/23/16, Rental Record #[protected] at Kona Keahole AP in Hawaii, first being handicap, I was made to stand in line for a hour or more, than the Hertz lady took a Gold member that had just walked in. She changed my reservation and we ended up with a cab and a rental car. We were removed from a Minivan to a Nissan Armada that didn't have luggage room. We used Hertz because of my United Airline discount that ended up being worthless when we were upgraded and charged another $50 per day. We will never use Hertz again! I was tried and frustrated and I feel that I was overcharged and taken advantage of on purpose.

State Farm Insurance Company authorized a rental car for me. Their insured
Was at fault in an accident after my car was totaled. I returned the rental in a timely manner. I made my own reservation under my own name which had nothing to do anymore with the Insurance Company. My car which I extended for two weeks an overcharge for my rental was placed on my Debit card and the payment was not taken out for well after two weeks from my checking account I thought all fees were taken out when I returned the rental which I should have had nothing to do with State Farm Insurance this rental car company and the Insurance company tied the rental I purchased with their negotiations which should had nothing to do with my own personal rental and I was overcharged everyone steer clear of Hertz Rental I spoke to representative sorry but price still stands

I was given a rental car because of a car accident. Insurance company paid for rental but I had to put down a cash deposit because I didn't have a credit card. I was told that I would receive my deposit upon return. That was a lie. Was told at return that within 5-7 business days I would be receiving a check for my deposit. This was in Feb 2016. It is now April 2016 and the only thing they keep telling me is that they have to investigate and will receive an email with date check will be sent out. I still have yet to receive an email or a call back.

My husband and I requested a rental car on line in January 2016 for our stay in Charleston SC arriving today, 4/15 through and including 4/18/16. First of all, I had called earlier this week for confirmation, since neither of us received via email, spoke w/a very nasty customer service rep on Wednesday, 4/13 who seemed very bothered by my call. Then, today when we went to pick up our rental car, as we requested on our request for GPS, and that we were AAA members, yet to find out that they didn't have GPS nor AAA indicated on our on line request for a rental car. Hertz customer service lady only had a brand new Impala available costing us over $500.00 for three days! REALLY, that is total insane. So we said just give us a car w/o GPS and asked that she apply AAA, she said that she couldn't do that since it was not on the original on line request. THIS is SO WRONG, WHEN DO CUSTOMERS COME FIRST. We are reporting this to the better business bureau and at this time, we are totally unhappy and will never ever use HERTZ and or recommend them to any one... What happened to us today was totally unacceptable. We expect some kind of refund over their ignorance to this matter. Please inform me of what you need from me for all proof.
JIM & SUE GRUNDON [protected]@aol.com

Rental Nos.
Marian Mitchell - RR526491556 - 03/21/16 to 03/25/2016
Anthony Froude - RR528851676 - 03/24/2016 - 03/25/2016
My Husband and I separately hired cars from Hertz, Frisco, Colorado as per the above dates.
Both rentals were for medium sized vehicles.
As I was unable to contact the Frisco branch directly, I booked over the internet. When I arrived to pick up the car, Hertz Frisco was unable to reconcile the price quoted. They finally arrived at the price quoted and allowed me to return the vehicle at 5pm on 03/25 (as allowed in the original quote) instead of 9.40am that same day. All additional charges, such as insurance etc were based on a 4 day rate.
The daily rate for the rental was $63 before additional charges.
When my husband rented his medium sized car 3 days later, the daily rate charged was $22.55. He was then offered an upgrade for an additional $30, resulting in a daily rate of $52.55 before additional charges for an upgraded car.
Additionally, I was charged $54 in additional costs with no explanation as to what this was for.
I believe that I have therefore been overcharged substantially. I was unable to get a satisfactory answer from Hertz, Frisco as to the large difference in cost. I am therefore lodging a complaint and seeking a refund of the difference between my charge of $63 and the charge of $22.55 charged to my husband. This amounts to $161.80 for four days rental. If there is no explanation for the additional charge of $54, I also seek a refund of this amount.
My email address is [protected]@bigpond.com
Yours sincerely,
Marion Mitchell

I was in a rental car due to an accident. I was in the car from January 15th through March 1st.

My insurance company paid their limit on the rental. The body shop that repaired my car picked up the balance due to issues that occured when they were making repairs.

A month later, I have charges on my credit card. I called to speak with the Manager about it. She was rude and told me there was nothing she could do as the people I worked with are no longer there to verify when I turned the rental in.

I called the Corporate office just to be told that the charge is because I picked the car up at 7:44 am on January 15th and didn't return the car until 5:00 p.m. on March 1st. I was charged an extra day even though I turned the car in the day before.

I was not told that I had to turn the car in at the same time I had picked it up or I would be charged for the entire day.

This company seems to stick it to you any way they can.

I will not rent from Hertz again.

No reaction from hertz!

We are still waiting for a response from hertz concerning our complaint on the method of payment.
When I returned the car and wanted to pay in us$ cash I was refused citing only ‘’company policy’’! Paying on my credit card entails a 30-40% increased cost because of the exchange rate. Why should I have to bear this extra cost when I already had the amount in u$ cash to pay? This policy of not allowing the option to pay cash goes against the rental agreement.
The rental agreement on the rental jacket reads as follows : 'section 6 payment of charges -... Payment for all charges is due at the completion of the rental in cash or by a credit card, charge card, de[censored]eck card …'
I think that hertz should respond clearly and offer to refund for this unforeseen extra cost which they imposed on us!
We are still waiting for their answer to this reasonable request