Hertz
reviews and complaints

Ref no. of rental: [protected]

Rental period 16/7/23-27/07/23

Colm McCarthy- customer

Email: [protected]@hotmail.com

Or [protected]@yahoo.com

We rented a fiat 500 x from you over this period. We were dismayed to be advised on returning the car that we would be charged an additional 70 euro for additional cleaning. In our opinion, we returned the car in good order. There was some sand on the floors but this would have taken no more than a 5 minute vacuum and certainly would not account for additional cleaning charges.

We had been issued with a photo of acceptable condition of return and unacceptable at the start of rental and in our opinion we definitely fell into the acceptable category. This is however quite subjective. I found the staff to be quite hostile and aggressive and found this a very upsetting end to a pleasant holiday. We have always returned cars in a similar condition as we tend to have beach holidays with our children and we have never encountered a similar problem before.

My feeling is there is a bit of a scam going on because it really felt to me that this additional charge was unwarranted.

I hope this amount can be refunded to us. Certainly without this resolution we would not consider using your services again and would urge family and friends to avoid your company. I have attached a photo that your company had sent us in explanation for the additional charge and some of our own photos. I would also urge you to look at the photo of acceptable and unacceptable condition of return that your staff in Nantes issue as to me we clearly do not fall into the unacceptable category

I booked a Hertz rental car through AAA (Confirmation # K50940090C5)

Pick up date/time was 7/1/2023 9:30 pm at the Bismarck Municipal Airport in Bismarck ND. Hertz pulled the rental amount $646.67) out of my bank account on June 3, 2023 that we had paid via our Debit card.

On July 1, 2023 we went to the Hertz counter in Bismarck, ND and the agent would not release the vehicle unless we presented a Credit card, even though we had fully paid for the vehicle in full and I had the receipt in hand.

I called both AAA and Hertz around June 10, and was told that Hertz would refund the $646.67 in 7-15 days. It has been 16 or 17 days now and we still do not have the refund. Please issue the refund immediately!

If I do not have the refund by the end of the day Monday 7/31/2023, I will file a complaint with the Better Business Bureau.

Your customer service is horrible. The agent in Bismarck coldly said that he would not release the vehicle without a credit card, then walked back to his desk to play on his phone. There were no other customers the entire two hours we sat there until the agent closed shop and left. He offered no suggestions to help. I requested that he contact his manager, and he refused. We were stranded at the airport thanks to Hertz!

When Enterprise rental was open in the daytime, we ended up renting a vehicle from them, Even though they requested a credit card, the agent said they would make an exception this one time and took my "Debit" card and let us rent a vehicle.

Now, I cannot even get my refund back from Hertz as you had promised.

Dennis Dassinger

[protected]

[protected]@gmail.com

This was the worst customer service that I have ever encountered in my life. I had a reservation for a rental and went into the office on Tuesday 7/25/23 and spoke to Toni. I was then told by Toni that the deposit would be $200.00. However, I booked the reservation online with Expedia and it did not show a deposit. I then went into the office on Wednesday 7/26/23 to get the rental car. A very rude and unprofessional African American lady then, rudely advised me that the deposit was $500.00. I asked her why did it change? Her answer was this is our policy. I then asked for her supervisor, and she went outside and brought in Toni, who I spoke to the day before. Toni, then proceed to lie and tell me that I was told $500.00. Which was a lie. I was visiting Illinois to take care of my mother who was diagnosed with cancer and has had two operations. I was trying to get back home. These two women should not be in customer service. They obviously don't like customer service or people! You should treat everyone fairly and have a smile on your face. They did not and were very hateful. I did not know these ladies, and I should not have been treated so rudely. Toni should have honored my deposit and the $200.00, and not raised it to $500.00. It was very disappointing. I don't want them to do this to anyone else. You never know what someone is going thru, and being pleasant and having a smile with a person goes a long way. We must treat everyone better in customer service, there are a lot of angry people right now, and they need to find out why they are so miserable. Do not take it out on the customer! I had a lot of respect for Hertz before this incident. Thank you, Elisa Bartlett/[protected]@gmail.com

I am curious to understand why in this modern world would I need a physical copy of my credit card to pick up a rental card. I had a physical license and like most people my credit card is a phone. M

Anyhow I am now in an Uber on my way to Balmain as no one was prepared to help at your parramatta office. Great service I think not and clearly I know where I won't go for my next rental

Hi my name mike elliott from18630e 23 st brooklyn ny 11229 I bought 2022 toyota sienna silver 33000 miles nice van one think I don, t understand I was looking on each van at the auction manheim non of the sienna got 2 keys I went over maybe 40 van none of them got but the local dealer they have 2 keys can you explain why sen. Mike

I have called and waiting on a response in relation to velocity points not been added to from the x3 car hire, this is the investigating number hertz gave in [protected] when I called about the points. Can someone please follow up and inform me of progress as we had supplied our velocity points. Car hire was in Broome and New Zealand

My email is [protected]@gmail.com Thank you helen

I’ve been Hertz customer for many years now and never had I something so horrible happen to me! This location seems to be scamming people all the time.

The rental process at STN started well, the staff was very friendly and helpful despite being completely overwhelmed by customers. I did my best to be patient and friendly to make their day better. During our transaction, an angry customer entered, screaming, and demanded to know why he’d been charged £1000 for a scratch when he’d caused no damage to the vehicle.

I figured he was simply disgruntled.

But to be safe I made a detailed video of our rental car which was quite dirty, and hard to distinguish anything on the surface. Finding some very, very small marks, I also returned to ask the harried service staff what they considered “damage”. “Over 1 millimeter” was their response. They were so busy that they were not able to come with me to see what I was talking about. I didn’t consider the existing scratches to be problems since they were vanishingly small, and certainly not more than 1 millimeter deep and absolutely not more than 1 millimeter wide. If the car was white they would not have been visible at all.

During our one day trip around Essex there were no incidents. We returned the car the same day. I took another video.

The next day when we were already out of the country, we received a bill for £1000, with the pre-existing “scratches” marked as evidence of “damage we’d caused.”

I recently had some hail damage in the US. The cost of replacing the entire bonnet of the car was estimated to be $1000. Even if we were responsible, this charge is excessive to anyone with any sense. I suspect someone is having a laugh at our expense.

I am a Hertz Gold club member, and have had no problems renting at Hertz before. I would never had suspected I’d be treated like this at the Stansted Airport Hertz branch.

I have sent multiple emails to the Hertz with the videos and photos I have but the issue has not yet been resolved.

I would like to resolve this matter amicably and remain a Hertz customer. This is not the customer service I’m used to receiving from Hertz company.

just now

NEW

They closed without informing me and I showed up for my reservation to the doors locked stuck there no ride home. As well as I was renting to drive with uber so now I'm not able to get my transportation as well as income loss is this a business

2 weeks ago

NEW

Location shut down without giving drivers any notification…at least 20 of us were standing outside trying to figure out how to get home because absolutely no notice was given that location was closing, they even let me set an appointmen

NEW

Location shut down without giving drivers any notification…at least 20 of us were standing outside trying to figure out how to get home because absolutely no notice was given that location was closing, they even let me set an appointment a few days ago just for me to get there and location closed….cannot believe that Uber and Hertz allowed this to happen to their

I rented a truck from Hertz.com today at around 11:30am and returned it at 2:30pm. At the counter, the lady didn't tell me that after 150 km, there would be an additional charge of 30 cents per km. I asked if there were any extra charges, and she said there were none, only $99 for rent and $50 for insurance. I agreed to the terms and took the truck.

When I returned the truck at 2:30pm, the lady at the reception told me that the total charge was $266 because I had driven more than 150 km. I was shocked because I had only used the truck locally and couldn't have possibly driven that many kilometers in just 3 hours. She argued with me and insisted that I had driven that far. I was upset and told her that it wasn't possible.

She was very rude to me and told me to pay the amount or leave. I felt helpless and tried to check the kilometers with the help of the yard staff. I found out that she was charging me for 189 km without any reason. When I showed her a picture of the clock, she had to refund me, but she wasn't happy to give me the correct invoice.

After wasting another half an hour arguing and being harassed, she finally gave me the correct invoice. When I told her that I had contacted the head office, she said that they didn't know how the system worked and that they were just sitting in the office. I felt like I was dealing with the mafia and not a reputable company.

I wouldn't recommend Hertz.com to anyone. They are just there to rip you off and abuse you. They ruined my day and my peace of mind. I hope the head office will look into my issue so that no one else has to suffer like I did.

I gotta tell ya, my experience with Hertz was a real doozy. I mean, I get it, they're a big company and they gotta make money, but the way they treated us was just plain wrong.

So here's what happened. Me and three of my gal pals rented a car from Hertz at JFK airport to go to a wedding in Ithaca. We were cruisin' along for about two hours when all of a sudden we heard this loud bang and the car started smoking. We pulled over and saw that the car was leaking oil. Not good.

We called Hertz's roadside assistance number right away, but we were on hold for over an hour and a half before we finally talked to a real person. And let me tell you, that person didn't seem to care about our safety or anything else. All they cared about was getting the car back.

After three hours, a tow truck finally showed up. But Hertz didn't send another car to come get us. Nope, they just towed their broken car to a location of their choice and left us stranded. They told us we had to go to Albany to pick up another car, which was over 100 miles away from us. And all they gave us was a phone number for a taxi company that didn't have any cabs available until 11pm. Can you believe that?

So we were stuck there for over five hours, thirsty and needing to use the bathroom. We tried to order Ubers and Lyfts, but none of them would come. Finally, after five hours, a Lyft driver agreed to take us to Ithaca, our original destination. But we missed the wedding event and we were emotionally exhausted.

And it didn't end there. We spent the next five days trying to get in touch with Hertz to get reimbursed and have our reservation refunded. But they never answered our calls or returned our messages. We still haven't heard back from them.

It's just really disappointing that a company like Hertz, which just came out of bankruptcy and is planning to go public again, doesn't seem to care about its customers at all. It's a real shame.

I had a terrible experience with Hertz.com. I had made a reservation for a car three weeks prior to my trip and paid in full on their website. However, two hours before I was supposed to pick up the car, they called me to tell me that they had no cars available for me to rent. I was shocked and reminded them that I had reserved and paid for a car three weeks ago. However, they just told me that they had no cars on the lot to rent to me. I was stranded in Sugar Land, TX, 1700 miles away from home, and it was my first visit to the place.

I spent the next two hours calling Hertz.com, and finally, a representative from corporate customer service picked up from Singapore. It was unbelievable, but he was the most helpful person I spoke to. After almost two hours, he helped me book and pick up a car at the airport where I was stranded. However, I had to pay more due to airport charges and taxes, even though my online prices were honored.

I was so frustrated that I filed a complaint with BBB. However, Hertz.com's response was not satisfactory. They apologized for the inconvenience caused but did not take any corrective action. They just refunded the prepaid amount of $414.24 to the card on file. I felt that they did the basic minimum they had to do to get me back into a car, and only after I spent nearly two hours on the phone. I just wanted to get reimbursed for the extra fees and taxes I had to pay, along with my time.

In my opinion, Hertz.com's disposition was piss-poor. They call themselves an American company, but they did not act like one. They should be ashamed of themselves. I will never rent from them again, and I would ask anyone who reads this to boycott Hertz.com forever!

Hertz.com is a car rental company that has a location at 403 Lafayette St in New York, NY 10003. Some people might think that the negative reviews on Yelp are exaggerated, but let me tell you, they are not. I had a terrible experience with this location and I want to warn others to avoid it at all costs.

First of all, the car I was given was dirty and old. There was even a spiderweb on the dashboard! On top of that, the car had over 40,000 miles on it and started to vibrate when I reached 65mph. But the real problem came when I returned the car.

I handed the keys to the attendant and he inspected the vehicle and said everything was in order. I thought that was the end of it, but an hour later I received an email from the location manager saying they had billed my credit card $100 to clean the car because of pet hair. I was shocked because I didn't have any pets in the car! The manager attached a second "receipt" that falsely stated I had accepted the fee, but I never did. The rental contract didn't even say anything about a fee for pet hair. All they had to do was tell me about the problem and I would have cleaned it myself with my handheld vacuum. Instead, they charged me a ridiculous fee for a two-minute job.

I immediately responded to the manager's email, but I didn't get a response. The next day, I escalated my complaint to upper management. A week later, I got an email from Kristen Walsh in Hertz Executive Customer Service. She explained why they were declining to refund the fee, but her explanation didn't make any sense. She admitted that cars are cleaned and serviced between rentals, but customers are charged if the cleaning "requires more than Hertz's standard cleaning." She didn't even define what "standard cleaning" means! They charged me for the "costs actually incurred" to clean the vehicle, but a two-minute vacuum job is not worth $100. I was offended by Kristen's illogical explanation, and I was shocked that Hertz didn't seem to care about the theft by their employees. It seems like they spent more time and resources investigating the situation and coming up with a cover-up than they would have spent just refunding the fee. It's clear that the "cost" of a two-minute vacuum job is worth more to Hertz than losing a customer's business forever.

In conclusion, I would never patronize this business again and I urge others to avoid it as well. The car was dirty and old, and they charged me a bogus fee for pet hair that wasn't even there. Hertz.com is not a trustworthy company and they don't seem to care about their customers.

I recently rented a car from Hertz.com and while the rental itself was fine, the drop off experience was a complete nightmare. I had selected a drop off location, only to arrive and find out that it had been closed for two years with no signage or indication that it was still a Hertz location. When I tried to call the number provided, I was told that I didn't need to dial 1 before the number (even though I wasn't) and then the call would just hang up.

After calling customer service, I was told to try roadside assistance, but they completely ignored me even after I texted them that their car was on fire (just to try to get a response). When I phoned customer service again, the agent told me to drop the car off at a marked parking lot, but there was no indication that it was related to Hertz whatsoever. This continued for a bit until I just gave up and dropped it off at a dealership that was located there.

A few days later, I received a text saying that they wanted their car back and my card was declined. I phoned customer service again and was given a case number, but when I phoned back 48 hours later, the agent had no idea what I was talking about. I had to go back to the dealership and get my email CC'd on all emails, and it's been two weeks now and I haven't heard anything.

I also sent them messages on Facebook, but they clearly didn't read them as their solutions were to tell me there were drop off locations three hours away. I sent multiple emails to an agent who had previously emailed me, but they haven't responded. I put more work into trying to give their car back than all the agents combined put in trying to help me.

Due to their horrible service and communication, I spent my first vacation in two years dealing with them and losing sleep wondering if they were going to charge me. I had not seen my family in three years and rather than spending my nephew's birthday with him, I spent it on the phone with an agent who obviously didn't care.

If you're thinking of using Hertz, don't. Pay the extra to use someone else. For a company who just got out of bankruptcy, they obviously don't care about repeat customers. Please listen to this warning, I'm not trying to be over the top or blow anything out of proportion, this plus more all happened.

I'm writing about Hertz rental location: 2601 El Camino Real, Redwood City, CA 94063.

I been wanting to write a review for months! So, here it is. I had to leave my car at the Towne Ford service center, and needed to rent a car from Hertz. I'm gimping right now, fractured knee, so I was hobbling around trying to find the entrance (more on their general atmosphere later). I walk in, and I notice a short line, and a very nicely dressed young man behind a table (business attire). I also notice, that this place is depressing - there's only one chair, and the room is white, and kind of creepy (think morgue). It's also hot as Hades! This is the saddest location for anything I've ever seen, yet Jeremiah is SUPER sweet, patient, and hard-working. He's helping a very crotchety old man, and then another upset customer, because they have been sent to drop off their cars at this location - and this location is not a drop-off location!

So, whoever is giving customers this information, needs to cut it out or get a different job! These guys not only have to deal with angry customers when they arrive, but it was also a hot day, AND they have no a/c.

That's not the saddest part though, they also have no coffee machine, no fridge, no vending machine -- nut'n'honey! I know that's obnoxious, but every service location I go to, has some semblance of care for their workers (and customers), even if it's water!? Given the atmosphere, I think they deserve some coffee (espresso - not that watered-down stuff). Nespresso machines are cheap - come on Hertz. They're not even close to a coffee shop, gas station etc. (I think they are close to a strip joint though - and not a high-end one either - we are taking seedy stuff haha). I really don't know how Jeremiah and Anthony (I believe he's the manager - I might have them switched - sorry guys, it's been a while) keep such composure with an Alcatraz-like venue.

I could go on, all I can say is MANAGER, DISTRICT MANAGER, HERTZ... give these sweet guys a break! Send customers to an actual drop-off location, and get some AIR CONDITIONING and a NESPRESSO, SODA MACHINE, or VENDING MACHINE? Better yet, put these hard-working superstars in a non-prison-like business location.

So, despite very crabby customers, an inferno atmosphere (it's hot, muggy and unpleasant - only 1 customer chair... in a room that looks like an insane asylum), and a generally DEPRESSING office/parking lot, these guys do an AMAZING job! In fact, if you can swing by and pick up some caramel lattes for these guys, that would be the most humane thing you could do (besides not being an a-hole to them. They were both so nice and accommodating in providing me with a vehicle similar to my own, so professional, and upbeat - bravo to you both! Give these men a new building and double their pay is all I can say! Seriously, pick up some coffee for these two.

Thanks Jeremiah and Anthony - if I need a car again, I'll visit you guys (despite the sub-par atmosphere you are forced to work in - that's my opinion by the way, not theirs).

I recently rented a car from HERTZ at Palermo Airport in Italy and was pleasantly surprised to receive a free upgrade. However, I decided to pay for full coverage for peace of mind, which ended up doubling the rental fee. When I returned the car, I made sure it was clean and returned it at the exact time I had booked, even though the office was closed. I dropped the keys in the box provided, thinking that everything was in order. However, a month later, HERTZ tried to charge me for a bogus $216.50 damage, claiming that the parcel shelf was missing, which my full coverage didn't cover.

I was frustrated and wondered how I could protect myself against such blatant trust-breaking misdemeanors. I also questioned why HERTZ employees in Palermo (or any other car rental company around the world) didn't understand that such a breach of trust is far more damaging to their business than the $216.50 they were trying to steal from my card.

However, I must say that HERTZ took care of my claim. After sending a detailed letter, the payment request was dropped within five days. It was a good idea to try and grant the rental company the benefit of the doubt and ask them for correction of whatever went wrong. In fact, some wrongdoings may be the product of local employees who just want to avoid responsibility for their faults or try to cheat you and their employer as well. So, I recommend writing a circumstantial report and waiting a few days for a satisfying answer from their supervisors before proceeding with a proper claim.

Unfortunately, ten days later, I received a second request from HERTZ for the same missing parcel shelf, as if their May 5 email was of no consequence. I volunteered one more letter asking what went wrong in the process. Their answer didn't explain anything, but they said one more time that they were going to drop that damage claim for good. I hope so.

The problem is that sometimes we really need to rent a car, so how are we going to shield ourselves from deception and inefficiency? Against the latter, I'm afraid there's not much to do, but to presume that for a rental company, like for any other business, inefficiency is nonsense, so they are supposed to act against it on their own. Instead, hoaxes admit and require some countermeasures.

For one thing, I'm sure my next camera will be a full-HD, Cloud-connected one in real-time. I won't return the car without making sure it's parked under a surveillance cam and after turning an uncut, couple of minute-long video of what everything, inside and outside, looks like. True, not everything can be filmed: they still might say that I smoked in the car, and actually smoke in it to prove that I did!

Best of all, I think fellow customers, traveling alone or with family members, who happen to return the car at the same time, particularly off office hours, might swap a comprehensive look at one other car and exchange their mail addresses just in case. A third-party eye-witness against the rental company's tricks is something so satisfying in prospect that we shouldn't leave the parking lot without.

Overall, I give HERTZ as a business two to three stars on this occasion because they dropped this messy claim, which shouldn't have been forwarded to begin with. However, I urge fellow customers to take precautions and protect themselves against any potential deception or inefficiency.

I recently rented a car from Hertz.com and I must say, I was not impressed with their service. I had a terrible experience with their fuel purchase option. I specifically said NO to the fuel option in person to half a dozen people when picking up the car. But still, they charged my credit card for a fuel option. I was charged $46 for gas when I returned my rental car with a full tank. I tried to have it removed from my profile a dozen times and I told them upon picking up my car that I didn't want that fuel option for this trip or any trip and asked them to remove it. But they refused to refund my money.

I believe this is illegal and if anyone else is experiencing this then I would be interested in a Class Action Suit. I had a conversation with a customer service rep and told her I could not remove the "Fuel Purchase Option" from my profile. I asked her to do it for me. I then confirmed the pricing of my rental and was told the fuel purchase option would be removed. When I arrived at the airport to pick up my car (as a gold member!) I went into the OFFICE to reiterate to them that I did not want the fuel purchase option and that I was declining it. They told me at the office to tell the gate keeper when I left the lot. I again reiterated to the person on duty that I would be returning the car with a full tank of gas and do not want the fuel option. When I returned the car with a full tank of gas, I got a receipt with an added $45 fuel purchase option! I called immediately and spoke to a customer rep about having the charge removed. She said it would be credited back. It was not. I called again after two weeks and was given the same song and dance. Today, still not receiving a credit back for the surcharge, I called again and was told the credit was denied because I accepted the fuel charge.

I am extremely disappointed with Hertz's service. I made it very clear from the moment I called in to rent the car that I did not want that fuel purchase option. I told the woman on the phone who made the reservation for me. I told the person at the Gold counter when I selected my car. I told the woman at the gates when I exited the parking lot. I told the person to whom I returned the car. I told the person I called on 12/29 from the airport before boarding my flight- once I saw the amount was charged to me that I was not going to pay that charge and that I wanted that option removed from my gold profile. She said she would refund me the fuel charge since I returned the rental with a full tank of gas and that she would change my profile. That was the final word I got. I did not want the option. I did not agree to the option. I told five people I did not agree to the option!

I wrote to them and told them that this has been a recurring issue for me and that I believe they are purposely continuing the fuel option despite my refusals of it in order to steal from customers. But all I got back from them was a generic response saying that since I accepted this option on my Gold profile, an adjustment to the charges billed is not warranted. This is unacceptable. I hope they will take this seriously and improve their service.

Me and my family had a reservation for a 7-seater SUV from Hertz on March 12, 2021. We were excited for our 2-week trip to Texas and had everything planned out. We received confirmation that the vehicle would be available at 10:30 AM on March 31st at the East Philadelphia, PA location, which was only 20 minutes away from our house. However, when we called the location to confirm everything, we were told that they did not have the vehicle we had reserved and could only offer us an SUV with 5 seats. This was not acceptable as we had 5 children with us. We were in a panic trying to find a rental car that could seat 7 people for immediate pickup. Luckily, my wife knew someone in management with Hertz who was able to locate a vehicle for us after almost 4 hours. Unfortunately, the vehicle was an hour away from our location. If it wasn't for my wife's connection, our vacation would have been ruined as it takes hours to get to a human on the Hertz customer service line. We had already spent over $1000 for this trip in addition to the rental car, and Hertz nearly ruined our vacation. When we got to the location, the manager pressured us to purchase insurance through Hertz, even though we already had insurance on the vehicle. This insurance was three times more expensive.

While we were in Texas, we got a flat tire. We called the Hertz Emergency Road Side (ERS) assistance number and after being greeted by a human, we were transferred to a musical hold line that told us it would be 32 minutes before we spoke to another person. I called back from another phone and asked to speak to a supervisor. I was told that one would call me as soon as we disconnected the call. I hung up and waited 10 minutes. I called back again and requested a supervisor. I was very frustrated because I knew that once I got to someone, they were going to tell me it would be 45-90 minutes at least before someone came to help me. This time, the representative told me that she would have to put me in a queue to get to a supervisor, and that would take 30 minutes. That call was placed on April 7th, and to date, no supervisor has called me regarding that issue. I told them I had small children and waiting on the side of the road for 2 hours was dangerous. The representative then told me that if I was not in a safe place, I should call 911 for a flat tire. When I finally got to speak to a person, they told me that they were going to tow the car and leave my family on the side of the road. They said I could go to the local Hertz and pick up another car the next day when they opened. I told them I was going to get the tire fixed and that they would reimburse me, or we could fight it out in court once I got home. When I requested a refund from the local manager, his first response was to tell me that tires are the renter's responsibility. As if me buying a new tire for their vehicle was the Hertz expectation for customer service.

Once we got home, I was cleaning out the vehicle to prepare it for return. While checking under the back seats, I found a used flosser left by the previous renter. This would normally rank high up on the disgusting things I could find in a rental car. Unfortunately, in this case, it was relatively minor because it was next to a used crack pipe. Having never used any illegal drugs, I initially thought it was a child's toy. Upon further investigation, I realized that the burn marks on the glass and the white powdery substance suggested something else. I called the local police who came out and confirmed my suspicions. They also told me that possession of drug paraphernalia is no longer criminal in the state of NJ. Thankfully, I did not get caught with this in Tx, WV, VA, MS, LA, AR, or AL, all states we drove through with this vehicle.

I contacted Hertz customer service and waited on hold for 40 minutes to speak to a person. I explained the entire situation. They offered me a $20 certificate toward a future rental. I explained that I would NEVER be renting from them again and that I wanted to be compensated for the near ruin of my vacation, the inconvenience, and abhorrent customer service from their roadside assistance staff, and the disgusting lack of cleaning, especially during the pandemic. I again asked to speak to a supervisor. Three days later, I received a call from a supervisor. I was offered a $75 certificate for a future rental. Again, I declined.

Hertz has confirmed to me that they feel they have offered me sufficient compensation. LOL. It's a shame that a company as big as Hertz can't take care of their customers properly. I will never rent from them again and will make sure to tell everyone I know about my experience.

I recently booked a reservation on Hertz.com for a trip to celebrate my Granddaughter's graduation in NC. The deal was a good price and offered an additional driver at no cost, so I booked it 3 months prior to the trip. However, one week prior to my leaving for the trip, I tried to call the location where I was to pick up the car but was unable to get through. I spoke to a rep at the main hub who assured me that there would be no problems. The day before travel, I tried calling the local office again but was routed to the main hub once more.

On the day of travel, my wife and I arrived at the location only to find the doors locked and a note on the door stating that this location was closed and to drive to another location way out of my way. The Hertz car sales store next door was of no help. We started driving to the location that was on the sign taped to the door, which was about 15 miles away. While traveling there, I called the main Customer Service number to try to get the exact address but was met with another [censored] who could not find the location and asked me to travel to the Ft Lauderdale airport. Our schedule was very tight as we had booked hotels along the way and had plans. The [censored] continued to look for the new location near the intersection the sign said to go to with no luck. My wife was able to find the address on Google, but the [censored] still could not locate it.

Finally, we arrived at the location where a young lady named Yanique greeted us quite rudely. After explaining my situation, she seemed a bit put out by the whole thing but stated she would see if there was a car available. She informed me that she would help me out and provide a car which was supposed to be an SUV, but stated that I would have to wait until it was cleaned. I asked how long that would take and she would not say. I was starting to get angry. She started the process of the paperwork and asked me if I would like to add an additional driver. I stated that the reservation was a special that they had and that it included an additional driver at no cost. She rudely told me that was not possible and refused to help. I showed her the itinerary on my phone that showed the special and she still refused me the offer.

I asked for the manager, Quarina Gordon, who had been milling around the back area listening to this whole thing go down and never intervened at any time. She once again denied me the additional driver at no charge as was agreed to when I booked the car. I was simply astonished at the lack of customer service and the casual way that they went about their business. I stated to the so-called Manager that the right thing to do now was to give me the car at the agreed-upon price and include the driver at no charge. At that point, she asked if I had AAA and gave in and gave me the agreed-upon deal.

Approximately 10 minutes later, Yanique drove a very filthy SUV around to the front and handed me the keys. She never said a word as she walked around the vehicle with her phone video taping the SUV. I asked if the car was gassed up, and she walked away. It was the most unbelievable experience I have ever had while renting a vehicle. Trust me, folks, do not use Hertz at the Powerline Road location in Ft Lauderdale as they simply do not care and are the most useless people I think I have ever dealt with.

Upon returning the vehicle 11 days later, there was an older gentleman there who was very professional and nice. I wish I had his name because he worked hard and had a purpose in his step. The other two were horrible. Overall, my experience with Hertz.com was disappointing and frustrating. I hope they can improve their customer service in the future.

Got a small SUV from Hertz for a week-long beach trip. Enterprise's quote was too high, so we gave Hertz a call. My husband reserved the vehicle for the entire week for $150 less than the competitor. We were thrilled! When we picked up the car on Friday afternoon, my husband was told that pre-paying for gas would be super convenient and only cost $1.80/gal (less than the typical price around us). However, we were not told that the $28 fill-up would have a $20 tax/fee charge attached. My husband asked at pick-up EXACTLY WHEN the car had to be returned. He was told that they were closed on Saturday at 12 noon and closed on Sunday. "Just bring it back anytime Monday by 5 pm" was what he was told. My husband returned the car the following Monday at 4:40 pm. At the return, he was told that there was a charge for an extra day. The agent told my husband, "We aren't in the business of renting cars for FREE, sir!" The bill went from an estimate of $350 to a final bill of $498! My husband paid the extra day but then called customer service when he got home. They wouldn't budge! He filled out an official appeal via email to be refunded the extra $150 but still hasn't heard back. In the meantime, we determined that the original phone agent booked our car for 3 days, not the full week we requested. We have over $1000 of pending charges outstanding on our credit card. To top all of this off, we received a NASTY letter from Hertz in the mail yesterday indicating that legal action was going to be undertaken if we didn't return the vehicle immediately (a week AFTER we returned it!) We called Hertz and were told that the local office didn't close out the transaction marking our vehicle as "returned" until 3 days after we returned it... thus the pending charges and nasty letter! Side note: the phone "customer service reps" were AWFUL! Everyone we talked to sounded like we were inconveniencing them w/ our call! Sadly, were it not for all the bait & switch with our money, it would have been a great experience. We really liked the vehicle (Dodge Journey), though it was a bit dirty inside when we got it!

I had a really bad experience with Hertz.com. I was supposed to pick up my rental car on Friday, but I got a call from a representative on Thursday telling me that my reservation had been cancelled. I had already paid for the rental through Orbitz, but the representative told me that I had to call Orbitz to get my money back. I did call Orbitz, and they refunded me for the collision coverage, but I didn't get anything back from Hertz.com. It's been a week now, and I still haven't received anything from them.

So I called the Hertz.com location in Houston, TX on Louisiana St. and spoke with the same girl, Shay, who had cancelled my reservation the week before. She told me that I had to call the billing department to get my refund. I was really frustrated because she hadn't told me that when she cancelled my reservation. I called the billing department, but they told me that my reservation wasn't cancelled, it just showed up as a rental that wasn't picked up. I had to wait 10 business days for my refund, which was really inconvenient.

When I called Shay back to tell her that she hadn't cancelled my reservation, she was really rude to me. She even lied and said that I had cancelled my reservation on Friday, which wasn't true. She hung up on me, and when I called back, she put me on hold for 21 minutes before I asked to speak to a manager. I was typing up a complaint while I was waiting, but there was no corporate number I could call to speak to someone who cared about regular people like me.

I called customer care to complain, but I was put on hold again. When a manager was supposed to come to the phone, the agent couldn't hear me. It was really frustrating, and I'm still waiting for my refund. I'm going to post this review anywhere I can so that people know how Hertz.com works and can avoid the frustration that I went through.