Hertz
reviews and complaints

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

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

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

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

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

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

I will not rent from Hertz again.

No reaction from hertz!

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

RR [protected]
arrived and car not ready, women at the counter not polite, she told us you have to wait for the next available van and dont know how many time that will be.I had a paid voucher ;After we received the car we went for dinner and our window was broken outside a Wendys restaurant near the airport.We went back to hertz 1:30 am and of were told that the only available RSV was a hundie which was so small that our baggs didnt fit so we had to make 2 trips to our hotel.Bad manners of people in miami international airport rental.

Date of Loss. 11/18/2015
case number [protected] 2A

Hi

My wife had a car rental because of an collision she was involved in, the rental was set up through a third party.
when we picked up the car every thing was fine we had the car for about one week and she had only used it for travel to work and back.

we had returned the car to to body shop with no problems,
two months later we get a bill in the mail for $1, 907.10
for damages to the vehicle that we did not do.

when we contacted the recovery specialist he was very combative and really rude, we asked for some kind of documentation to show that the damage happend while the car was in our possession. he told the proof was in the bill and the pictures, there was a big gap in mileage from return date and date of the pictures that he sent us.
After being in contact with him multiable times and countless e mails. he sent us to collections and wont even talk to us.

this whole thing feels like a scam i have never met a person so rude and not willing to figure out the problem.

i feel like i have been taken advantage of.
I am very unhappy and i will never rent nor will i ever buy a car from hertz i will make sure that every person that i ever speak will will feel the same way.

My company booked a package through Travelocity. Hertz was the rental car company. Two employees traveling together. Rental car under one employees name. That employee missed the flight. The second employee went to pick up the car. Hertz wouldn't honor the original reservation.
We ended up paying four times the amount of the original Travelocity reservation. When I called Hertz/San Antonio, they refused to adjust their rental rate in any way.

However, when I complained to Travelocity, they gave us an additional credit for the inconvenience.
Booooo Hertz
Yea! Travelocity

Rental record number: [protected]
Reservation number: G8700921825
Rental location: Newark Librety Airpt

Problems description: . I made the online reservation to a Compact car, which in the description showed to the customers a "Ford Focus" or similar vehicle. When I checked in to get the car, a Ford Focus model was not available but the other option available was not of the same syze and similar specification, but instead was a much smaller and limited car, a Toyota Yaris. The Hertz representative offered me an upgrade but I would have to pay and additional fare which I had not accepted. Once I needed to leave urgently I had to accept the super economic Toyota Yaris. Due to the lower luggage capacity(compared to the Ford Focus) I got some issues when I arrived in Newark/DE with the lack of luggage space and then I called Hertz call center and asked if it would be possible to go to the nearest Hertz office in the city I was to try to find a larger Compact car that would be really similar to te Ford Focus. The Hertz representative on line instructed me to go directly to the Hertz office in Philadelphia Intl airport. I´ve driven 40 minutes each way today to the PHL airport to try to change the car there. When I arrived there what surprised me was that the car available was a "Ford Fiesta", which is clearly downgraded compared to the Ford Focus, and not similar as falsely advertised by you! I´ve tried to make an upgrade on car category but I was informed that I only could make an upgrade on the same location where I rented! So I´ve spent my time and my money to throw it away because of the Hertz call center wrong information and because of Hertz false marketing. I am very upset with all this situation, I had to stay with a car that is different from the specification I´ve contracted, so Hertz have used a false marketing against me, and I am paying for a car that is much below that what I´ve contracted. Additionally I´ve spent money travelling to PHL airport counter(as per the Hertz call center representative instruction), spending time and money to reach there and nothing was resolved... I would like to know how Hertz will compensate me with all this issue and loss?

Dear Mr. Daniel Folis:

I just experienced the most frustrating and unbelievably
poor customer service from your Auburn California location.

My tale of frustration began on March 18, 2016 when I was
returning a car rented on march 11, 2016. This was on rental agreement [protected].
Upon returning my rental, I asked the rental agent, Sim, if my wife
could pick up a Hertz Gold Plus Rewards rental for me the following Thursday,
as I was going to be out of town until after they closed and I needed to get an
early start the following Friday. I also asked if she could be listed as a driver on this rental. Sim asked if she was on my same insurance
policy and when I replied that she was, he let me know that both of those issues would be fine.

On Sunday, March 20. 2016 my bank called me to inform me that my card had been fraudulently used in Las Vegas. As a result, they canceled my current bank card. On Monday, March 21, 2016, I went to my bank to get a new card issued. It was sent to me on Wednesday, March 23, 2016.
On Monday, after leaving my bank, I drove to the rental office and asked Sim if this was going to be a problem, or if they could use my wife’s card since it is tied to the same bank. Sim
was unsure, but didn’t feel as if it would be a problem. Because he was unsure, he asked the three people sitting in the office; Matthew, a lady sitting where you couldn’t see her (but could hear her), and a young lady leaning against the door as there were no more chairs. They all said that thiswould not be a problem.

On Thursday, March 24, 2016, I left for Los Angeles, where I rented a Hertz vehicle for the day. At
2:00, my wife went in to pick up the full sized car that I had reserved under reservation number G8822010419. They informed her that the car we reserved to carry five people was not available. Instead, they had a Mazda 5 that we could rent, but it hadn’t been cleaned yet. Could she come back later? At 4:14 P.M. I received a call from Matthew from the Auburn Ca location. He informed me that my card was not on file and therefore couldn’t be used for this rental. I explained what I had discussed with Sim and that I would get him the number on the new card. Matthew said he would call me back. He never did. My wife called me and explained that they needed the physical card attheir location since it had never been processed for use on my account. I pointed out that it had been swiped that morning at LAX. Didn’t matter to smug little Matthew. He needed my actual cardor no rental. When it was determined that I was about to board a plane home, he said to reserve a car on my point for5:00 the next day and he would override it and give me the car first thing in the morning. Mind you, I was planning on
leaving at 4:00 in the morning and the location didn’t open until 8:00. I went on to the site that night when I returned home, approximately 10:00, and couldn’t reserve a car with my points because they were no longer in my account.
On Friday, March 25, 2016, I returned to the unfriendly and completely lacking in interpersonal skills Matthew and explained about the points and he simply shrugged his shoulders and said “oh well, there’s nothing I can do about it” Since my head was about to explode with anger at this point in time, he called someone and got their input. Even this was frustrating as he closed the door in my face to have a private top secret conversation about this unreasonable customer.
Your operation in Auburn is quite simply inept! From the top down, customer service does not exist. Please make sure my UNUSED points are returned to my account. By the way, reward points are meant to make you feel good about using a business. All of the conflicting rules given to me, the difficulty of use, etc. made this transaction the exact opposite. Inspect what you expect. If this is what you want customers experiencing, you’re good. If you expect something different, get your finger on the pulse of your operation. It’s all jacked up!
Sincerely,

Mr. Gregory Stuck

Hertz switzerland the worst service ever!
I rented one of your cars, through the lufthansa website, for two months. During this time I had to change car twice due to the lack of maintenance hertz gives its cars.
Besides the bad service I have been charged extra fees, which should be removed.
Don´t tell me to send a private message, I have already done that and no answer has been received.
I am very disappointed with your service.
Rental agreement [protected]

The manager at the Tampa airport on Sunday March 27, 2016 at around 0900 was exceedingly rude. In all my extensive travels, I have never met anyone in the travel industry that was so rude. I presented to the customer service counter with an overcharge and the staff there indicated that the manager had to address it. They did call her. It took over 20 minutes for her to come to the service area, a time that surprised her staff, they were about to call again, but she did arrive. When the manager entered to customer service area, she did not look at me, walked right past me with out acknowledging me, she did not introducer herself or state her title, she did not ask my name. She took a position behind the counter and was clearly posturing that she was annoyed at being there. I began to explain that when I first rented the car, I was told that I could have a special offer upgrade from a Ford Fusion to a Chrysler 300 for $65 more for the rental period. The manager interrupted me and stated that that did not happen. I told her (pointing to my wife and daughters) that we all heard it. The manager would not even look at my receipts so I could explain this. She again stated that this did not happen and refused to listen any further. I asked how we could resolve this- she sated that the contract stands. Instead of working to de-escalate the conflict, the manager clearly was intending to escalate it. Growing frustrated, I told her (I hate doing this) that I had two earned doctorates and that I know what I was told. Admittedly, I did not look at the original receipt in the charges section- I focused on other areas that the rental agent was reviewing. I am not a frequent car renter, but I have always rented at Hertz and am familiar with this kind of at-the-counter-upgrade offer and I trusted that the agent would do as she indicated. Many of my preferences are pre-set via my Gold account. This is a mistake that I will not make again. Growing increasingly frustrated I tossed my Hertz Gold Card on the counter and told her to keep it. She walked away- no acknowledgement, she did not care. She displayed no sense of company or customer “ownership.” Hertz, if you have a security camera, I am sure you can view this. I used to run a small business that was highly dependent on customer/patient relationships. We were careful to inform all staff, especially our front counter and phone staff that they were to reflect our values and our loyalty and care for our customers/patients. This manager directly reflects on the leadership of Hertz- she is a exceedingly poor ambassador. Quite frankly, I cannot fathom how she holds this position. I turned and left and exited the area before I said anything that I would regret- I already regretted tossing my Gold Card- I usually have more self-control, but this manager utterly exasperated me. As my family followed my out of the customer service area, my trailing daughter heard the manager call me an “###” under her breath after I had exited ahead of my family. Hearing this from my daughter, I just left- I do not make it a habit of arguing with a fool. II informed them never to treat a customer like that- unfortunately I also had to tell them to never lower yourself to tossing the card. Hertz can do with this information as its wishes, but I am placing a hold on the charge with Visa until this is resolved, one way or another. All very sad, especially on Easter.

I booked a online reservation with Hertz rental car for February 14, 2016 to go to a funeral. When I arrived, I was told that they didn't have any available cars. I asked how that was possible since I had a booking number. I was then nonchalantly told they had been over booked. I asked why wasn't I called and informed so I wouldn't have made a blank trip there and I could have possibly made another reservation with another rental car company. I was told they had been trying to call people to tell them of the overbooking. I didn't believe this because I had been trying to call this location all day and the phone rang repeatedly with no answer.

I was astounded. There I stood needing a car to attend a funeral and they acted as if it was no big deal that I was stranded with no way to go. All other rental car locations were sold out.

I asked for the number for the corporate office, which I called, they in turn reconnected me to the offending location to try to work the issue.

I talked with a team member there and was told he would give me a discount when I rebooked with them. I did...and the drama began again.

I arrived on March 11, 2016 to pick up another car to go to a gala event. I was dressed already since I was going straight to the gala from there. I had been reassured there wouldn't be a problem. Fool that I was, I believed the team member. Once again, no car. I was told the reservation couldn't be found. By now I'm upset to the highest. There wasn't much concern for the dilemma I was in. I called the corporate office and didn't get any help or assistance from them. The same as before.

Hertz could care less about their customer; only the money.

Rented car in spain. Car had marks as listed on contract. When I got back got back, the gentleman said I had scratches on the sides. I did have to park near bushes on Both sides but they are scuffs not scratches. Scratches I could bave covered In an automatic car wAsh. The Local rental joint in spAin wants to charge over 1000 euro. I want you to know...this is the second time I have had trouble with Spain. I also want you to know if this stands and I do no get an amended bill, that I have a choice and will end my business with Hertz. Please let me know soon as Possible as I am on a rental now from hertz and have an over 30 day rental coming. I look forward to your response within the next few days. If I do not hear, I will assume you back Spain And will move to another provider. Dennis Clay.

Warning – this is not primarily a rental car business!
The business model at this Hertz concession seems to be an insurance agency first, a timeshare marketer second, and a rental car business third.
When you arrive at the airport, before you go through customs, there is a row of counters, including Hertz. We stopped by there and the man seemed to be very helpful, warning us not to be stopped by any of the timeshare marketing people in the airport. This appears to be very helpful, but is part of the scam and it will come up again later in my experience.
Arriving at the agency, the deal is basically this – a midrange car (by Mexican, not US standards, which is fine) costs about $10 a day. Too good to be true? Yes. Of course, there are the innumerable add-ons (which you are led to believe are taxes, but include plenty of Hertz fees), which doubles the cost of the car to a total of nearly $20 a day. But the scam is the insurance – nearly $60 a day for full insurance, $45 a day for 10% deductible. So, now your $10 a day rental car is a $65-$80 a day car. And the business model is this – the insurance rate of $60 a day is an annual rate of nearly $22, 000 dollars. Bear in mind that the tinny little car we rented doesn't cost $22, 000. You might be tempted to not go for it – but beware, there have a way to beat you at that game – see below.
Then, they herd you out into the garage, where we waited a long time for our car. There was no one ahead of us, so it was unclear why we were waiting, until we understood what happens next. At a counter in the garage is a lady who pretends to be there to help you find your way. After a long harangue about a lot of nothing, it becomes clear that she has nothing to do with Hertz and is instead a time share and activities salesperson with some nonsense about giving you a $200 discount on the car rental if you go to the time share sales pitch. So, in the end the guy outside of customs at the airport was not saving us from the timeshare scams, he was maximizing the chance that we would fall for the timeshare scam that Hertz is running. Clever, no?
Then we noticed right after we drove off of the lot a tiny (less than 1 mm) chip in the windshield. When we got back, of course the guy goes over the car with a magnifying glass and finds the chip. Then, he seems to be unable to find the photo documentation of the check out of the car, so I am forced to sign a damage report. No doubt, I will be charged for a chip that the last person who rented the car likely also paid for. So, having opted for the 10% deductible insurance for 5 days cost me about $230 and I will probably pay hundreds more for the chip. So, you are warned, this is in effect a minor form of extortion – either pay the full insurance or they will find a way to charge you for damage.
My guess is that the Hertz scam is no different than any other agency and that this is the way that business is done in Mexico. Your best option is to consider not renting a car at all, or just eat it and pay for the full insurance, even though it is a complete rip off. And you can completely avoid the timeshare sales scam by just ignoring the salesperson at the desk in the garage.
Good luck!

On Friday 19th Feb. 2016, I rented a Sentra mid size vehicle from Hertz of Baytown, Texas, 77521 for the weekend to return on Monday 22nd. Rental Record # [protected]. Within 1 hr of receipt of said vehicle it stalled in a Walmart car park. The vehicle was only shutting off when you tried to start it. Frustrated I immediately contacted the manager of Baytown Hertz at 5:50pm. Closing time was 6.00pm. I was told there was nothing he could do and he said I should call roadside assistance. OK. I called, told they were coming in 15 minutes for there was some one close by. I waited 50 mins for the tow truck. I decided to give the vehicle a try again and presto it started. i called back RSA and told them but I said I would still wait for the assistance. Assistance finally came and they said they cannot find anything wrong. I was concerned to drive the vehicle but I drove it home and it did not shut off. Next day I contacted Hertz to update them and asked to change the vehicle. They said it was working but they would notify the manager on Monday. OK. On Sunday the vehicle overheated and I switched it off and called Hertz again. They do not work on weekend so I called roadside assistance again. They came but told me I have to find my way home on my own. I had 2 children in the vehicle. Mr Elliot gave me a taxi # and said I should go to Hobby airport to get a new car for he cannot assist me. The taxi cost $85. which I could not afford to pay so I had to beg a friend to pick us up and take us home. This is my first time renting a vehicle and it would be the last. Hertz were not helpful and customer service was extremely poor to say the least. I was severely inconvenienced and the experience was truly horrible being passed around from agent to agent. I have to go the office on Monday and I do not know what I will meet. I forgot to say that I was charged for pre-purchased fuel which I did not agreed to at all. I immediately called them and told them that and they apologized saying it was done in ERROR...uhummm. ERROR my foot! I further called "customer service " to voice my dissatisfaction and was told that an area Manager would be notified of my complaint and I would get a call immediately. They never called! My weekend was ruined and today is Monday and I will be going in to Hertz and request a refund and let them know of their utterly poor customer service. I will update this soon.

I have received invoice to my visa credit card by hertz italiana spa roma (Ita), dated 11th of february 2016. Sum is -47, 10

Please, could you check reaseon of invoice and I appreciate any extra information. I haven't use any services by hertz during last 4 months and I haven't regornize any reasons to invoice me.

Please, could you respond to my email

Regards

So I want to rent a car because my cars at the shop at the North Texas in Fairfield California there's two African-American guys that don't even smile they just look at you like oh my God and they're charging me $50 I don't have a card to you know get over there so they're charging me $50 for them to come and pick up the rental that I rent and then I need to walk to the shop on my cars out to pick it up there so freaking rude they don't even smile I will never rent from Hertz again my God

Upgrade scam in fort lauderdale
The rental agents are very likely paid commissions for total dollar value or rentals or upgrades.
The scam
You order a compact car and when you get to the agent you are offered an upgrade that you cant refuse. But, the total cost is not disclosed. Just the car rental. So you accept because it a limited time and you take the insurance as its a high end car but at the end you discover that you 38.00 per day rental has grown exponentially and is now ten times what you expected. This, that and the other. No apologies. You just got... Crooks and thieves.

We rented a car at Heathrow airport London. Three weeks after the return of the car we received an invoice from Hertz showing two charges of 107 GBP each for a penalty charge notice. This was described as a parking fine in
Croydon. When we tried to investigate, we were unable to get detailed information as the case was closed when Hertz paid the fine. This deprived us of the opportunity to challenge the notice. We have now been charged $300 on our credit card by Hertz without our knowledge or consent.

Rented a car via web at Madrid Airp, Spain.
Returned on January 2nd, 2016.
Obviously signed the Pre delivery Insp form at the office, not seeing the car parked outside.
Scratches were every where on the Rims but one was not reported on the form.
When you pick up the car nobody is there to assist or to talk to at the parking lot.
When I returned it. I was blamed for an additional scratch on the rims, one of the many I believe it was there already.
I have now been charged 116eu on my CC after 3 wks.
I use Hertz so much on my frequent business trip, they can easily check on my Company Cr Card.
Never again.
Can't stand being pulled around.

I have received 4 messages of 4 transactions deducted from my Visa card on 26-jan-2016 for a total amount of 352€ for no reasons keeping in mind last time I delt with hertz Italiana spa was in September 2015 and the amount was 279€ was deducted from my account already... I will definitely never deal with u again and I'm going to go with this case through the court and trust me I'm going to back my money no matter it takes.

I rented a car online and had a friend drive me to the Tyler Airport. I got to the desk and there was a sign stating that they would be back. The sign said they were cleaning, moving or refueling a car. An hour later, I was still waiting. The other 2 car agency agents there stated that the employees go home early all the time. It was on 12/27 at approximately 730 PM. They are supposed to be open until 11PM. At 900PM, I finally rented from Avis at TWICE the cost. I called Hertz while I was waiting and they sent an email to their district manager. They said to expect a call. NEVER received a call. I am totally disgusted. I missed nearly 2 hours visiting with friends on my final night because I was at Tyler Airport waiting for a Hertz employee to show up. Why post a sign you are coming back when no one did?