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1.4 1169 Reviews

Hertz Complaints Summary

129 Resolved
1040 Unresolved
Our verdict: With Hertz's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Hertz reviews & complaints 1169

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2:47 pm EDT
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Hertz reservation not honored

I am very dissatisfyied with Hertz services in Cd Carmen, Mexico . I made a reservation when I got to Hertz office to pick up the car I was told they don't have the type of car I reserved and they had a higher lever car but I have to pay the difference ...Why I have to pay for the difference if I made my reservation on time, is not my faul Hertz ran out of cars of the level I reserved ...I shouldn't pay for the difference, Hertz should pay it! The cost is double

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10:16 am EDT
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Hertz prior damage - rental record # [protected]

To whom it may concern,

Today at 7:30 am I arrived at Hertz 460 Cypress Garden Blvd, Winter Haven FL for my rental reservation. Upon arriving the rental location was greeted by Terry the Sales Representative. About 30 -40 minutes had passed while others that came to the location after I was there. I waited until he had completed the transaction with the other customers. I provided my insurance id card, my debit card and my photo id. Terry asked for my SS # for debit card verifications. Very odd by I did provide the number. He authorized $295.00 for this transaction without first discussing that there would be a $200.00 deposit. I understand this is normal however without disclosing this information it could have been a major problem for someone else. I advised Terry that he really should advise the customer of this information and not just process it without authorization. At that point Terry brought out a vehicle that was not ready for rental. The vehicle was dirty and had obvious damage. Upon bring this to Terry's attention he advised that he would wash the vehicle. This I understood and appreciated. Afterwards Terry appeared to take photos of the vehicle and asked me to sign for the rental. I had the rental agreement and photos sent to my email. [protected]@yahoo.com. Upon receiving the rental agreement, the photos are stock photos and not ones that were supposedly taken today. There is obvious damage to the entire vehicle and not noted on the rental agreement. I advised Terry of the damage and he stated this is normal wear and tear. I disagreed and asked for more photos to be taken and emailed to me. I also took video and photos while still at the location. I am extremely displeased with the service and the obvious misrepresentation of the current conditions of the vehicle. I work as a claims representative for a major insurance company that uses your services every day. I would not recommend anyone to use Hertz as their rental choice if this is the typical protocol and service level that would be expected.

I am currently still in the rental and will return the vehicle on Sunday and do not expect or believe that the damage to this vehicle with be associated to my rental of this vehicle. I will be glad to forward any photos or video to provide additional documentation of the prior damage to this rental.

My Rental Record # is [protected]
My direct phone number is [protected] should I not be available to take your call feel free to leave a contact number and name for me to return a phone call.

Extremely Disappointed from the beginning
Peter L. Brown

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3:43 pm EDT

Hertz bleeping out of date tags

On april 12, 2018 I rented a car from hertz and the license plate was expired! In which I had to find out by the state of north carolina in any event... This is totally unacceptable! Will be calling the corporate office shortly to receive a refund or voucher for the week that I rode around with expired tags... Through not one or two but 3 states and numerous cities!

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10:28 am EDT
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Hertz unauthorized charge

I rented a car in Cancun, MX at the airport I was in a accident which they say that it was my fault which I feel that it wasn't due to I was hit on the passenger front bumper due to the other driver jump in front of me. I had insurance and they have not contact me like they said that they would to tell me how much the damage would cost. They have charge my credit card $1469 plus pending charge of another over $1300 without my authorization nor email or call!

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10:22 am EDT

Hertz broken rental contract

This is a Customer Complaint. I made a reservation on March 17th, 2018 (H6083995353) for April 4 thru the 10th. Prior to the rental, I went to the location in Charlotte to confirm reservation and make sure I knew where it was. I was advised that I could call for a pickup. Upon calling for the pickuup, I was advised that no vehicle was available. I was truly devastated and sickened. I called again throughout the next day and to no avail, there still was not a car. I was going home for father's heart surgery. He also has early stages of alzheimers so this could have been my last visit to see him physically or to connect with him mentally. I used up my PTO at work and couldn't get home. I would respect a free rental for such an irreplaceable moment as compensation for this broken agreement. Please advise on reparation of this incident.

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12:09 pm EDT

Hertz car rental / poor car inspections

Hertz in mentor rented me a car with a bad tire valve knowing it was losing air. I noticed the tire going low on air so put a little air in it by the location I was at 173 miles it was low again, put air in it. Left overnight in my yard the tire was completely flat that I couldn`t drive it called hertz 4times and finally was told that road service would cost me an additional 75.00 dollars to come out and change the tire. I got up early to bring the car back because I had appointments and I just wanted to take care of it. I drove down to the mentor location (5 miles) and talk to manager and he said it was my problem. I ended up missing appointments. Finally got neighbor to put air in it I finally took car to my tire guy and he said the air valve was leaking! And wrote that up missed car return by 12 noon. The.. Calls to hertz (4 of them) 40min time and they could not and would not do anything for me. I will not rent from hertz again as long as I live! John hrenko

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4:38 pm EDT
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Hertz dangerous rental car

I rented a 2017 Range Rover Evoque at Washington Reagan National Airport on 4/20/18. Within 45 minute of the rental, the gear shift jammed so that the car could not be taken out of drive. I called roadside assistance who came and towed the car to Dulles airport, the nearest Hertz. Hertz customer service, however, couldn't solve the problem of ending the rental--first they told me the car had to be returned to Reagan (it wasn't driveable) and then, over and over, I was put into the same phone menu loop and the only people who answered either told me to call roadside service (already done) or to call Hertz at Reagan, which never answered and went back into the phone menu loop.

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11:58 pm EDT

Hertz deceit and extremely poor customer service

I used ussa to book a car rental through hertz at 14.00 per day. The total cost for the 4 day rental was $96.48 (confirmation # h6341709034) this price included the fees and surcharges. When I arrived at las vegas-mccarran airport and went to the rental counter I was informed that the rental would cost $161.54 with fuel. Now, let us talk about fuel. At the counter was a sign that stated fuel cost were $3.19.9 per gallon local and if hertz were to fuel the vehicle the cost would be $10.99.9 per gallon. I asked the local female associate working the counter if the $3.19 was the going rate on fuel. She stated it was and even higher, so I choose to have hertz fuel the vehicle on its return. This brought my total to $161.54. That is a $65.06 difference and when I questioned her she would not give a direct answer and showed no effort to even try to help on why the cost was so high. When I got out into the city, the going rate for fuel was between $2.99.9-$3.15.9 per gallon. I called into hertz and told them that the fuel prices that were posted and told to me by the hertz rental associate were high compared to the local fuel prices. I also told her that on the receipt I was charged $58.07 for a tank of gas and that was a gross over charge for fuel. She stated that she would note it on my account to have the fuel charges removed and I would fuel the car myself. I drove the car 278 miles and still had just below 1/4 of fuel left. When I filled up the car it costed $22.00. When I went to return the vehicle the female associate checking the cars in at the airport told me the total cost and I disagreed and tried to explain that I had already called in and spoke to someone about the matter on the fuel. Very rudely, she told me I needed to talk to someone at the counter and just walked off. I spoke with the male associate at the gold counter, explaining once again that I had already spoke to someone about it at hertz customer care and they had documented on my account the details of the fuel. He said to fill the tank with fuel it was $41.43 on a 13 gallon tank! That is close to double of what I payed to fill the tank. He was extremely rude, spoke at me with disgust and he the hertz associate made a scene in front of the people in line behind me. The deceit comes from 1st, the female associate who checked me in on the morning of april 13, 2018 with the misleading of local fuel prices and poor customer service when I had asked about the price I had reserved the car for. 2nd from the female associate I spoke with over the phone on april 14, 2018 that stated she had documented our conversation and that the fuel charges would be removed. And then to the extremely poor customer service from the male associate at the gold counter on april 16, 2018 that clearly made it a point to be very rude and belittle me in front of others was just so mind-blowing unbelievable. On top of that I picked up the car with 3/8 fuel and returned it with 8/8 fuel. I will never ever do business with hertz again and will contact ussa about the manner in which hertz does business and allows it employees to mistreat their customers and veterans. Additional rr # [protected]

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4:38 pm EDT
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Hertz unprofessional rental associate

The Hertz rental car associate, Gary, at PepBoys 4621 Harford rd, Baltimore, Md is very unprofessional. I am a Lyft Express driver and Gary is very difficult to interact with especially since he always has a very nasty, nonchalant, arrogant attitude. He is Never courteous and displays a blatant unwillingness to help. He lacks simple customer service skills like greeting customers and simply saying "Hello" or "Thank you". I have never experienced this type of rude behavior at any other car rental company and it looks very bad for the Hertz brand. He should be removed from this location. A copy of this complaint will also be forwarded to Lyft.

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2:12 pm EDT
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Hertz customer service

04-15-2018
I Called the Hertz number [protected] to reserve a car rental for the end of the day between 4pm and 6pm. I was placed on hold for more than 20 minutes TWICE. I called a third time and the young man that answered was less than helpful. He could not tell what vehicles he had available or anticipated being returned today. When I explained I was not interested in just having "a car" as he phrased it but wanted to select my rental car. He informed me Monday was a busy day and you never know what is available. The call was between 11am and 12pm. I even explained I had a confirmation #.[protected] and that I had already been placed on hold and left twice.

I called the Apple Valley store and spoke with a very helpful enthusiastic young lady by the name of Judith. She was able to tell me what was on the lot now and that there are other cars being turned in today. I expressed my interest in the Nissan if it was available when I arrive. She inquired about a time window which I supplied and thanked her for her service.
I have rented cars from Hertz for over 20 years and have never had the service I received today from the young man at the Victorville store.

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1:07 pm EDT
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Hertz discrimination and horrible customer service from luis at fountain valley, ca

I had made a reservation in the morning and they called me late that day and told me that they don't have the mini van that I reserved and sent me to a farther place to get the mini van. Luis promised me that they'll have a Nissan Quest ready for me the next day. when I got to Fountain Valley Luis informed me that he cannot give me the Nissan but instead he'll give me the Caravan. i didn't lile it so I insisted the Nissan as agreed and promised. He then denied that he mentioned the Nissan when he called me the night before so I told him that I wouldn't know about it if he didn't tell me about it. The problem was he promised the same car to 2 different people.
After almost an hour I told him that he need to process my resi as Im in a rush. We proceeded to check the van which was filthy. He tried vaccuming but their vacuum wasnt working so I was forced to take it as it is. I also asked him to check the car as there were a lot of dents and scratches but he said he didnt need to coz he took a pic already but wasn't thorough so I took as pic myself

BTW the Nissan Quest was available but he gave it to the Caucasian customer eventhough he promised me about it the night before and I was the very first customer there. The way he handled the situation was very unprofessional and I felt discriminated for being a minority and partially disabled

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5:54 pm EDT

Hertz refund

Rental # [protected]
I did not approve fuel purchase and I never do, this time when I rented from Austin I was charged for fuel service, but I put gas before I brought the car, the gas was a little over half a tank 3/25, when I brought back the car almost full and I was charge for gas, I'm sending a copy of my receipt.
I would like to have my refund put back in my credit card, I've rented from Hertz for a very long time, and I've never bought the fuel, I don't want it to be my last time renting from Hertz.

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Zuhair Zaghloul
, US
May 03, 2018 9:49 pm EDT
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This same happened to me, Hertz in Oak Lawn, IL. On March 13, 2018 I rented the car after I lost mine in the accident (H37421300). It was snowing then, the windshield was covered with the snow, the woman renting the Hyundai stated that I need to bring back the car with this same level of fuel. There was less than a half of a tank. The next day the snow has melt and I've noticed there was a little crack on the right side of the windshield, but I thought that's not important. I was glad I had some car. It was a big surprise to me when after giving the car back on April 11, I saw on my credit card's statement the charge for the windshield and the fuel. They charged me with not discussing anything with me, I did not receive any call from them. This is stealing the money. I tried to talk to the manager there Sharon L. Hayes, but she blamed me for the cracked windshield and said I didn't filled out the tank, when actually I brought this car with more gasoline in the tank. She didn't listen to me and she was very rude, arrogant woman. I need my over $208.00 back!

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3:34 pm EDT
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Hertz hertz rental car jonesboro, ark

My name is Herman Hade LeFors, Jr. I reside at 506 East 12th Street, Apartment 5, Ada, Oklahoma 74820. On the date of October 18, I rented a 2016 Toyota Camry, from the Jonesboro, Arkansas location. While true the vehicle was over extended by agreement, The car became mechanically problematic and the engine light came on. Also the insurance on the vehicle had expired. Because of the mechanical difficulties and lack of insurance, I called the Jonesboro office, and other numbers to complain of my situation . The Jonesboro office refused to come and get the vehicle, and turned it in stolen knowing the situation. I have now been charged with possession of a stolen motor vehicle in the district court of Pontotoc County, Ada. Oklahoma. My drivers license HOOOO16715 Oklahoma is on the rental agreement. The vehicle had a gps system in the car, so Hertz had knowledge of the whereabouts of the vehicle, yet failed to come and retrieve the car after being told and knowing its whereabouts. I was later arrested on or about 01/10/2018 at McDonalds here in Ada, when I left to get a mechanic check the oil level as to prevent damage to the vehicle. The persons in Jonesboro were notified and knew of the problem. I plan to sue Hertz if these charges are not dropped immediately. I feel as if I made adequate notice to the Persons in Jonesboro

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Dude please
, US
Apr 03, 2018 4:14 pm EDT

Dude, if you don't want more karma coming in the way of identity theft, maybe you should delete all the personal information you posted in your message. There is no need to post all your private information to this website.

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1:36 pm EDT
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Hertz unauthorized credit card charges

Good evening,

Hertz Morocco charged my full deposit of approx 1500 USD for a few light scratches on the front bumper. When I informed them upon return of the car that I did not cause the scratches they took note but charged the mentioned amount 3 days later without notification. I learned about the charges through the credit card statement.

A) I did not cause the damage
B) 1500 USD for a few light scratches is completely unrealistic

I have sent 3 emails to the Morocco Hertz customer service but have not had a response.

Here are the details of the rental:

Pick up Marrakech Airport Feb 25
Return Marrakech Airport March 9
Contract number 184125

Could you help?

Kind regards,

[name removed]

[protected]@gmail.com

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10:24 am EDT

Hertz total cost different from price quote

Confirmation Number H5452514427
Priceline Trip Number [protected]

I reserved a car for March 11-15 to be picked up at the Gaborone Airport in Botswana (GBE).The total price was to be BWP 1509.00, which is approximately $157.71 U.S. dollars. However, when I arrived at the Hertz counter, I was informed that the total charge would be BWP 2895.59, which was almost double the cost (302.62) and that part of this charge was the $4.00 per day charge for parking the car at the airport while Hertz waited for us to arrive! We finally gave up and rented a car from Avis instead. The agent said that he voided the charge to our credit card, but I will have to verify this once my statement arrives. After a series of long flights from San Francisco to Botswana, I did not appreciate the inconvenience and time involved in attempting to complete what should have been a simple transaction for a reservation. I would like customer service to contact Hertz regarding this matter to prevent it from occurring again. Thank you. Dr. James Sanfilippo

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5:52 pm EDT

Hertz charged for an unauthorized upgrade

Rented a car in Baton Rouge, LA, Ryan Airport. Clerk asked did I want to upgrade to some vehicle. I stated I had a free upgrade with USAA. The receipt that was printed was the same total when I reserved the vehicle so I did not notice anything different. I received the finalized email copy of the receipt and noticed that I was charged for an day, in which was my fault because I reserved the wrong dates. Then I noticed the upgrade charge. People put allot of trust and faith in businesses and companies and expect them to be honest. The clerk never said anything else when mentioning the upgrade. To me that's saying all is good. I never experienced this problem with other rental companies to include other Hertz locations. I contacted the local office and spoke to the Erica, the assistant supervisor or something like that. She stated she would give my name and number to the supervisor or manager and she will contact me. I waited several hours and called back. She stated the manager was in a conference call. That's a long time for a conference call. I still have not received a call. I am requesting a call or email by someone in the corporate office. This situation is not satisfactory.

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3:38 pm EDT

Hertz unauthorized charge

I am afraid there is been a misunderstanding with my rental.

I please ask that someone other than Many/ID # 2710017 or 2710013 reply to my complaint .

My husband credit card was charged for a lost key and it was not our fault.

We switched cars at Atlanta airport and the gentleman that took care of us switched our car to an SUV. The first one we choose he said it was due for an oil change and asked us to get another one. At that point, I had given him the keys for my old rental. I asked to get an SUV with a 4 cylinder and he came to the car and look at the manual and helped us.
When we finished choosing our car we left and did not noticed that he forgotten the key of our old car in the glove compartment until the next day.
They never call from that location to ask if we still have the key or anything in relations to it. They just went ahead and charged us for a lost key.

I am very upset for couple of things. First, if they would of call us when they noticed we could have gone back to return the key. I find it unacceptable that you hold us responsible when the agents should make sure of that before they let their customer go. I handed the key to the agent and it was not our fault that he forgot it inside the car. When I saw it I thought it was a second key to our car that was why we didn't call.

I called to make a complaint about the charges and the lady (customer service supervisor name Mary #2710017) was not helpful at all. She had no intentions to help me at all. She just kept saying it was our responsibility to leave the key. How was my responsibility if I already gave it to the guy?
she was not pleasant and in fact raised my blood pressure they way she handle the situation. When I asked to speak to her manager she said they would not bother with customers. That I call unprofessional. Managers don't speak to customers but enjoy our money.

I ask to please refund my money as it was not our fault of what had happened. Also I would like a call from a higher up manager with an apology other than Mary #2710017. I would like to see results to this in about a week before I proceed.

The Oklahoma call center manager on Sunday April 1, 2018 around 2 pm was not helpful or professional at all. She does not deserve to carry that title when she did nothing to help an upset customer.
My name is Nilda Acosta and I can be contact at [protected]@sbcglobal.net or you can call me at [protected]

Thank you for taking the time to listen.

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8:02 am EDT
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Hertz hertz charleston, sc airport location

Rented a blue Nissan Accent SC license plate NKJ942 rental record # [protected], vehicle # 01895/7118 rental confirmation# H6191856597 on 3/28/18 to drive my mother from South Carolina to North Carolina for a doctor appointment. She is a military Veteran and has a disability. She left her savings in cash that was in a white envelope inside the glove compartment of the rental car, which I turned in when they were closing about 9:30pm. Although I arrived right after they opened the next morning, an employee had already removed $1, 360 from the envelope. The Hertz manager stated (1) the employee did not open the envelope - however, my mother had torn open the envelope before even placing it in the glove compartment, and it had clear tape on it because it was torn open in several places; (2) there are no security cameras to identify who touched the car. Airport police are investigating and the case# is 18-03-007822, officer Willis. I caled the corporate HQ Executive Care line because the manager expected me to just say okay and walk away with only $680 of my mother's rent money which is due in the morning. The first thing the care rep said was, "well, ma'am, I can't just give you $1, 000." Seriously? I replied, "I did not ask you to give me $1, 000." I am asking for help beyond what little the location manager is doing. An employee stole my mother's savings and Hertz is acting like this is an every day event for them.

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10:41 pm EDT

Hertz rental car

I should have listened to all of the negative reviews before renting from this company! We reserved a cargo van on 2/6/2018 to be picked up on 3/27/2018 from Salem, OR on Lancaster Rd. We needed a cargo van to bring back some family heirlooms. When we got there they didn't have the cargo van, they had a mini van. We weren't happy about this but agreed to take it as the seats could be removed. My boyfriend asked if the guys who cleaned the cars could help him as he was recently in a car accident. He was told no they could not help him (the lady at the counter went out of her way to go outside to make sure and tell them not to help). The manager was the rudest. She was extremely rude and accused us of yelling. She refused to rent us the van. We made calls to Hertz corporation. They said they would talk to her, which she refused to do. They then told us there is nothing they can do for us. I am completely amazed at the horrible customer service from this location and Hertz themselves.

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5:32 pm EDT

Hertz cleaning charge

I was charged a cleaning fee of $150 when returning my rental SUV in Ohio after a trip to Florida for spring break. I was told that the fee was necessary because sand is very difficult to get out of carpet and any vehicle cleaning that takes more than 5 minutes to complete comes with an additional charge. The car wasn't taken to the beach and I didn't see any sand in the car. I was not aware that I needed to super vacuum a rental car before returning it. Since the drop off location was closing and we were in the middle of a snowstorm I got upset and just let her charge me for the cleaning fee that is more than it costs to detail the car. After more than an hour trying to reach customer service they agreed to drop the charge to $75, which is still much more than what it would cost to detail the vehicle. I was told this was the most they could do for me. I polled my neighborhood Facebook page and only a few people had ever been charged a cleaning fee. I'm still unhappy, but feel like my hands are tied.

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Update by Monica Riddle-Siegert
Mar 27, 2018 5:33 pm EDT

I just filled out a complaint form for Hertz and when I clicked Submit the screen went white. I don't know if it got sent or not.

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Hertz In-depth Review

Website Design and User Experience: The website design of Hertz is clean and user-friendly, making it easy to navigate and find the information you need. The layout is intuitive, with clear menus and search options. The overall user experience is smooth and efficient, allowing users to quickly find and book their desired rental car.

Vehicle Selection and Availability: Hertz offers a wide range of vehicles to choose from, catering to various needs and preferences. Whether you're looking for a compact car for a solo trip or a spacious SUV for a family vacation, Hertz has you covered. The availability of vehicles is generally good, ensuring that you can find a suitable option for your desired dates and location.

Pricing and Rental Options: Hertz provides competitive pricing and flexible rental options. The pricing is transparent, with no hidden fees or surprises. The rental options are diverse, including daily, weekly, and monthly rentals, as well as one-way rentals for added convenience. Hertz also offers various insurance and protection plans to meet different needs and budgets.

Customer Service and Support: Hertz excels in customer service and support. Their representatives are knowledgeable, friendly, and responsive, providing prompt assistance and resolving any issues or concerns. Whether you have a question about your reservation or need help during your rental period, Hertz's customer service team is there to assist you every step of the way.

Booking Process and Reservation Management: The booking process on Hertz's website is straightforward and hassle-free. The reservation management system allows you to easily modify or cancel your reservation if needed. The confirmation emails and reminders provide all the necessary details, ensuring a seamless experience from start to finish.

Pickup and Return Experience: Hertz offers a smooth and efficient pickup and return experience. The rental locations are conveniently located, and the staff is professional and efficient. The check-in process is quick, and the vehicles are ready for you upon arrival. The return process is equally seamless, with clear instructions and dedicated drop-off areas.

Vehicle Condition and Cleanliness: Hertz maintains their vehicles in excellent condition and ensures cleanliness. The cars are regularly serviced and inspected, providing a reliable and comfortable driving experience. The interiors are clean and well-maintained, giving you a pleasant environment throughout your rental period.

Additional Services and Features: Hertz offers a range of additional services and features to enhance your rental experience. These include GPS navigation systems, child safety seats, and additional driver options. Hertz also provides roadside assistance for added peace of mind during your journey.

Loyalty Program and Rewards: Hertz's loyalty program, Hertz Gold Plus Rewards, offers great benefits and rewards for frequent renters. Members can enjoy expedited service, free upgrades, and exclusive discounts. The program is easy to join and provides excellent value for loyal customers.

Overall Satisfaction and Recommendation: Overall, Hertz delivers a top-notch rental experience. From the user-friendly website to the wide selection of vehicles, competitive pricing, and excellent customer service, Hertz stands out as a reliable and trustworthy choice. I highly recommend Hertz for your car rental needs.

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Contact Hertz customer service

Phone numbers

+1 (800) 654-3001 +1 (800) 654-3131 More phone numbers

Website

www.hertz.com

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