Hertz
reviews and complaints

We had a reservation and confirmation number but when we arrived there was no car available. Apparently online reservations do not have an accurate idea of available vehicles. This was also the case with telephone customer service: they said a car was available at another location but a call to that location proved there was no car available there either.

We were told we could go across town and rent a larger vehicle at a higher price - this was the best Hertz could do.

We were told that since the reservation and confirmation were made without our credit card number, Hertz was not guaranteeing anything.

Thanks for messing up our vacation, Hertz.

I was advised by AACC to take my car to Fox Automotive, in Houston (where I was treated quickly and politely). I was issued a Hertz rental car. AACC asked me for a copy of the paid contract. I contacted the issuing Hertz location 4 times, and was always told that the contract copy would be emailed. It wasn't. After the fourth phone call, I drove to the Hertz Rental location (in my car) and waited for the copy. I was never apologized to.
AACC still (I am in the 6th month waiting) has not reimbursed me for this.(over 1000 dollars)
They tell me that they did not give the go ahead, but I was issued the rental
by Fox Automotive (nice people) with the understanding that AACC would pay for the repair and the rental.

Agent couldn't get into our reservation when we arrived at the counter nor when we dropped the car off at the end of the rental. We had prepaid $218.09 for the rental through AAA. We were told there would be a charge that would appear and then disappear on our credit card - some kind of damage deposit. The car was checked and cleared 100%. They have now charged us an additional $323.25. Yesterday I received an email telling me he would be refunding the prepaid amount instead of the $323.25. Even if they added some taxes and fees, an extra $105.16 on the original charge of $218.09 seems totally excessive. I will attach my documentation as well as an invoice from the 5 day rental that I only received yesterday 7/27/2015. Please note the inflated amount on the 5 day rental considering it was prepaid with my AAA discount. The previous 10 day rental we made ( not through AAA) was a total charge of $458.34. I tried to attach that invoice but it wouldn't load.

Hello I booked Hertz rental car Frankfurt airport Germany through Priceline. It was a disaster. I arrived Saturday around 11am on July 16th to the desk. Hertz said my credit card was declined. I was left stranded over 3 hrs away from my destination in Germany. I spent a whOle day getting to my destination of the 7 days I had. Hertz did charge $815 to my credit card when they told me it was declined. I was unable to rent a car because of their charge. It ruined my vacation and took until July 25th to get my $815 back. They charged me for a car they never gave me. I prepaid $77 for insurance when I booked with Priceline which was a waste of money since I never got a car. Hertz also said they wouldn't recognize the third party insurance if an accident happened and I would have to pay pull price and try to get reimbursed from that third party insurance offered by priceline. They told me to buy their insurance even though I already bought insurance. My dream trip to germany was a disaster. I didn't get to go to all the places I had planned because I didn't have a car. I spent hours of my vacation on the phone with Hertz trying to get my $815 back so I could try to get a car and each time I was told it would be removed within 48hrs it never was. I can't tell you enough how upset I am.
The men at the counter rip people off. They tried with me. They told me they would waive the hold since the card is declined if I bought a fuel package for over a hundred euro. I was desperate and said fine. They would only do it on a Mazda 3, my reservation was for a M class Mercedes. My price for the M class was about $760 and they wanted about $780 for the Mazda 3 with fuel package. I told them no. That was a scam. I listened to them respond to customer requests with the answer " no my boss won't allow that" but I also heard them reduce prices of extras to customers and they would say "just don't tell my boss". They are taking advantage of people and both of the men there that day should be fired for deceptive business practices. My dream trip was ruined. I only had 1 credit card and 1 visa debit card that has international restrictions and can't do rental car holds. My plan was to pay cash for everything and use the card to hold the rental while I had the car. I am so sick and disgusted over the whole situation. I saved up everything to take that trip. I planned each area and attraction so carefully so I utilized my 7 days to the fullest. And all for nothing. I saw 2 places nearest to my location.

Rental Record #[protected], 7/13/2016 for Renee Taylor
On July 7, 2016, I went online and reserved and prepaid $71.10 for a luxury model vehicle/Chrysler 300. I wanted that make/model for July 13-14. I called the day before on July 12th to make sure they had that model available and I was told yes it was there and ready. I arrived at 8:00 am as stated on my reservation and the car was not there. An employee had taken it somewhere. I was quite upset. Victoria offered me an upgrade (not a luxury model) to a Jeep Compass. I don't believe that a Jeep is an upgrade from a luxury class. I took the Jeep and returned it the next morning at 8:00 am and was told Hertz was only going to charge me $30.99 for that rental, so there was a balance of $40.10 due back on my card from my prepay on July 7th of $70.10. On July 18th, I called Hertz about my balance on the prepay and was told they did not give refunds. I do not understand how Hertz asks you to prepay for a particular model of vehicle, not provide it and not think they owe you for something less. Looking at Hertz's website and their classes from a Jeep (group Q4) to a Chrysler 300 (group I), the (group I) is more money, so I fail to see where there was an upgrade. I want $40.10 put back on my credit card.
Thank you,
Renee Taylor

my husband and i had just spent 11 and a half hours at houston airport prior to arriving in sacramento.we went to the hertz rent a car establishment in sacramento, took there by the airport shuttle.we presented our insurance card which clearly states we would be covered.the attendent didnt even look at the card, and proceeded to tell us we had to buy their insurance and ours wasnt any good.we are 74 years old, we were exhausted by our horrified experiecene in houston, so we told the lady our insurance would cover the insurance compliance but as i said she didnt look at the card we presented to her.we were then told to buy their insurance.then they didnt have the courtesy to show us where the car was .it was around 8oclock at night.the parking lot was overwhelming to us.finally she ran out of the office to show us where the car was.i know there is a stipulation that we had to complain 24 hours after renting the car.we were not told that.all in all was a horrible experience from a respectable business such as hertz.thank you roy norman

I rented a car for July 1 to the 15 the drove to Canada got to where I was going and looked at the plates and June 2016. So called the rental place for about a week back and forth and they sent me new tags got the tags on July 12th I got pulled over and told him my story let me off with a warning and said did not want to see the car on the road until proper tags were on it. The car sat at my sisters until tags got there I just had to use her car. I brought the car back and they wanted to knock a hundred dollars off the bill. I feel I should only have to pay for one week because legally I could not use the car.

I rented a Mercedes Vito minibus from Hertz at Berlin Tegal airport. I only had the vehicle for a few days during which the black plastic backing to the wing mirror came of when I was driving and got damaged. I retrieved the part and tried to order a replacement but it would not arrive in time before I had to return the vehicle. The cost of the part is no more than 50 Euro and it clips on the back of the wing mirror. It takes seconds to fix and if I could have got the part in time I would have fixed it myself no problem. I informed Hertz of the damage when I returned the vehicle and they informed me that they would send me the bill once they had got an estimate of repair. I was shocked to find that they had charged me 380 euro for the estimated repair. I questioned this and they said that they work on a computer matrix that gives them a repair cost. I have been trying to get through to them that this matrix cost is not accurate and they are trying to charge me at least 3 times the cost of repair. I have been sending numerous mails back and forth and they will not reconsider. I think this is fraud and they are cheating their customers. They want me to pay 380 euro for a piece of black plastic! My details are as follows Ref. No: 5918910
Rental Agreement #: [protected]
I have contacted an Ombudsman to try and get a resolution to this matter. I have also instructed my credit card company to retrieve my funds because I did not authorize this transaction and Hertz are trying to cheat me by overcharging for a very minor repair. I will also be putting my experience on as many internet complaint sites as I can find!

I had booked a car with Hertz booking G9910080844 at your 6114 North Tryon office, Charlotte, NC, I had a confirmed booking and when I called them at 10 am the reception says that they don't have cars and will not honor the booking but I could try around 11 am. I reached their office at 11 am and they still did not provide me the car. this was a corporate business booking. great job Hertz, as a add on, the reception at the office was extremely rude and I was actually wondering who was the customer there, what about customer service forget delight. Hertz gr8 job. you need to look at your business model and the people who work for you. After 1 hour wait, I was threatened to leave the office, else they would call the police. She was talking to someone on the phone about the type of customers she was managing and much more.

We have booked for an Opel Insignia Sedan between the dates 06.07 - 12.07.2016 from Hertz Train Station Office. When we arrive they say that they do not have Insignia and offered an Alfa Romeo and we realised that it's hatchbach. As we have large baggages we could not fit to car. After waiting an hour they have offered an Audi Sedan with additional price although it's not our faulty. 

We could not argue longer as we have a little boy waiting for one and half our. We are now travelling with the baggeges in the car space in Alfa Romeo. 

Worst service I have evet got. Never ever thought Hertz Train Station as an option to rent a car, never ever !

I leased a vehicle from June 17, 2016 to June 28, 2016. I flew in from Fort Lauderdale, Florida to Detroit, Michigan. The vehicle was reserved through my son, a Michigan resident, who utilizes Hertz on a regular basis. As with previous history with Hertz, he had two Hertz Check Vouchers, each worth $100.00 each, total of $200.00. Upon leaving Detroit, the vouchers were not honored. Being short on time as I had to catch a plane, I submitted my VISA. I am disputing the final charges and the fact that the vouchers were not honored.

I am a Hertz Gold member. I recently rented a luxury vehicle at the LAX location. The car that I was assigned was dirty and had only 1/8 tank of gas! I was in a rush to go to a meeting, so I called about the issue later. I had taken photo's of the gas gauge and dirty vehicle. I left a message for the LAX location manager and she never returned my call. I talked with customer service via the 800 number and was told that someone will call me back. I was never contacted. As a frequent business traveler and Gold member you would think that I would matter...I guess not!

I rented a car from the Hertz located by Hobby Airport in Houston. The car I was given had dings all over it, and the interior was stained badly. And, on top of that, I was charged a deposit on my Credit card, which I never received back. I don't know how this company stays in business.

We had to rent a vehicle for over a month due to a drunk driver plowing into out truck in the middle of the night on April 17, 2016. Our insurance company uses Hertz. Like I said, over a month later, our truck was fixed. The body shop requested an extension for three more days through our insurance company and it was approved. As was the extension on our rental car. Of course they were to be paid with two separate checks. Hertz received the first check, but did NOT wait for the second check from the insurance company and automatically charged my debit card for the difference. No phone call, no email...just BAM, took the money. We were assured when we first rented the vehicle and had to give them a card, we would NEVER be charged for anything. This caused a chain reaction of NSF charged to my account, as I was unaware for a few days that they have even taken MY money. My insurance company stopped Hertz check and is sending me one for the amount of the actual bill, but, and I understand, that Hertz IS responsible to reimbursing the NSF fees due to the fact that they are the ones responsible for causing them. I have spend too much time on the phone, sending emails, scanning bank statements and on chat with this company. I have done EVERYTHING that they have requested me to do to be refunded. But every time I contact them, they tell me to send an email to [protected]@hertz.com. Like I have not done that 20 times already. I will NEVER use Hertz again and will gladly give me opinion of them if any one asks. I just want to be refunded what is mine and Hertz caused me to lose.

June 17, 2016 I rented a car from the Abilene Regional Airport in Abilene, Texas. The agent said the system was down but he would SNAP a rental to me, and put the paperwork in the computer later that night.
June 18, 2016 outside Indianapolis, Indiana the a/c went out. I called roadside assistance at Hertz, was told to go to the airport in Indianapolis and exchage for another vehicle. Eric and I were stuck at Hertz rental at Indianapolis Airport because the local Hertz here in Abilene didn't put the contract info in the system! (Deep breath!) We, both Eric, myself, Debbie the agent here, and Becky (my daughter)have been dealing with Hertz roadside assistance, hertz rental agents, hertz supervisor, hertz vehicle care center, hertz call center (7 + times), roadside assistance told the agent (Debbie @ Indianapolis International Airport)to tell us to take the car somewhere to be serviced, and finally back with Hertz roadside assistance where Eric got one agents on the task of getting us in another rental after us being there for roughly 5 hours! Couldn't even get through to a Hertz agent at Abilene Regional Airport after calling numerous times.
Finally a top position fellow for the Indianapolis Area said put his name on the contract, get us in a car, and get us on the road again asap. Also said there should be no charge for the rental.
We were to be in Marion, Ohio for the Life Celebration of my father-in-law, who recently and suddenly passed. We finally got to Marion, Ohio about 9:30pm, three hours after the Life Celebration ended. Pretty sad my husband had to miss this event surrounding his father because someone was lazy.
We were also told Hertz should reimburse us for our whole trip to Ohio. The purpose was for my husband to see his Dad before he was taken for cremation, and for the life celebration. The only child of this man had to miss these.
Bad customer care creates lack of business

This all started on June 14, 2016 when we rented a car for our daughter to drive while her car was being repaired. I called AAA to ask if they had a discount and they said at Hertz. I called Hertz and they said they had a car and it would be $153.00 plus a $200 deposit. That seemed reasonable so we went to the rental place to get the car. He asked how we were going to pay for it and I asked my daughter if she had the amount and she said no, so I agreed to pay for her. Counter man said that is fine, sign on the screen and then had my daughter sign the screen also. I figured since she was the driver. She drove the car straight to her apartment and woke up the next day with a flat tire. She called Hertz and they said she would have to get it fixed, she had to pay for it, or pay for a new tire! She told us and we said just bring it home and we had it fixed. She drove it for a week and we returned it but when we checked out we were told it would be $457 not $353. I said why. They said because I paid but the daughter drove they added $13 a day for second driver! I said but I never drove it. They said, don't care, you signed the paperwork. I said the counter man told me nothing about the other charge and they said well you have to pay it. $100 more than I agreed to! She said it was on the paperwork. I said I had to sign the screen before I ever received any paperwork to read and the front page the counter man showed me said $353 and that is what he said I would owe. They said sorry. The paperwork was 2 feet long with the agreed amount on the front page, but buried on the last page was this extra charge. This is the ol Bait and Switch folks! DON'T EVER DO BUSINESS WITH HERTZ AGAIN! I DEMAND A REFUND OF MY $100 AND AN APOLOGY!

I rented a vehicle from the Hertz Peoria Location. I returned the vehicle on May 22nd before 4:00pm (which is when it was due per the reservation contract). I called the following morning to make sure they received the vehicle and confirm charges/my deposit. The customer service rep confirmed they received the car and explained how getting my deposit back worked. A month later, I am charged an additional week. I call and pull up the receipt to find out they were claiming I rented the car for an additional week and turned it in a completely different date and time. I called the office and was basically told there is nothing can be done and I'll have to speak with a manager. I called the manager five times and left two messages. No return call back. I called the following Monday, spoke with the manager Neil and requested a refund. He responded "he'll look into it and get back to me the same afternoon" never called back. I called the next day... he's not in, however, they have all my info and he'll get back to me. I have yet to receive a call back. I called the billing dept and they said it can take up to seven days for the time dispute claim to process and It's not a guarantee! this is absolutely terrible customer service and reflects very poorly on the Hertz Corporation. It's basically stealing! Month's later you're going to take out extra funds from my checking account without authorization for a week I didn't even have a rental car!? No I will be pursuing further action if this is not taken care of. Poor customer service, no personal responsibility for their mistake, and even worse not taking the time to fix their mistake and refund me back the funds they illegally took.

RENTAL REFERENCE
Rental Agreement No: [protected]
Reservation ID: G93329788D2

I was in an Accident with my personal car State Farm Contracts with Hertz to supply Car Rentals, i hit a Deer with the rental, turned in a Claim with my Insurance and they told me to return the rental for another.
On 5-31-16 Whilst i was filling out the report about the deer a Hertz Employee walked by me went out to the car and was taking pictures then they opened the drivers door and was getting in, i went to the door and told the Employee "my Personal item's were still in the car" The Employee started to Yell at me saying this was "They're car and they will do what the Hell they want with it" when i tried to clarify that i was merely worried they would drive off with my belonging's the Employee said i had yelled at them, i explained that no not yelling but the Employee was about 30' ft away so it was necessary for it to be louder than Normal so he could hear me. i Returned to the Paperwork the Employee followed me inside & began Yelling at me again, i asked the Employee's Name & they replied "Nathan & i happen to be the Regional Manager & when you are done Leave ! we will not Rent to you" i said you can explain that to State farm he replied "I Don't Care about State farm" ! It was in the Day time with other Employee's & Customer's and i was Humiliated. Not what i expect from a Regional Manager. Medford, Oregon 97504 T.McCrory [protected]

We turned in our Rental Car on the 30th of May and as of today we still have not had our rental deposit returned to us. The staff is very rude and act as though you are wasting their time in trying to get a letter of release sent to the bank to release your funds. I would like to know why it takes 10 days for a fax to be sent to a bank. They won't let you talk to a supervisor and their response is they don't normally send out a release and depending on your bank they will drop is off of your account 10-15 business days so in essence you will wait almost a month to have your funds released. I think this is bad business and this was my first time renting from Hertz and It will be my last. You people need to automatically release peoples funds just like you automatically take it!

I entered into a car rental contract with rentalcars.com (Uk) for a compact car for 10 days, may 8, 2016 to be picked up in florence, italy, the via borgognissanti location. I have an expat driver's license (No photo — used with the expired license that has a photo). I have used this license with other car rental companies in various european countries — never a problem. The hertz agent (S) on duty refused to acknowledge the validity of the license, although I had also gone to great trouble and expense to obtain an international license (Current) which used my existing expat license as validation.
I even walked to the police station down the street to verify that this license was good for driving in italy (They said yes, but refused to write a letter, as this is not their job). Hertz still refused to honor the contract. The agents were arrogant, rude and simply did not speak english well enough to do their job. I ended up having to drag my luggage back to the train station, purchase a ticket to my first destination, and change my rental agreement so that I could rent from europe car (Had no problem with them). This cost me money and wasted 2 full days of my vacation.
My booking reference number is [protected]. The additional cost of the car, rented in siena for just a week, was $35.00. So I lost 3 days use of a car and paid more. I think hertz should reimburse me the difference, plus the pro-rated cost of 3 days of their car. They should also dismiss their completely incompetent and rude agents in florence.