Hertz review: bait and switch ( 22 comments)

Worst service - representative appeared impaired. Quote for mid-size rental was $33.99. Called for pick-up approx 3 miles from Hertz location. Told would arrive in 15 minutes. Arrived after almost 1 hour. Had called location 2 times while waiting and was told driver got side tracked and should be there. Sounded surprised he was not. When opened door to vehicle there was a distinct odor which both my companion and I thought was marijuana. When asked what took so long, driver stated he went the wrong way, was not given the address although he stated the exact address when repeating his 'boss's' directions. Also stated he just returned from lunch. Note there was a functioning GPS in the car so the being lost does not appear feasible. Arrived at location in less than 10 minutes in rush hour traffic. Driver came in to complete transaction attempted to sell insurance which I had to decline 3 times. Stating but it is only $9.00 even when I had told him twice it was covered by American Express. First bill presented was for over $72.00. He stated it was for two days - today(it was now after 3pm) and tomorrow. I stated I would not pay $72 for 24 hours. He stated he was giving me the shop rate and it was on days not hours. Walked to back office, immediately returned and gave me the rate quoted over phone. I requested my Costco discount and he stated he supposed there was one but he would have to look up the code. Then stated I could not have it because I was getting a shop rate. When I was given the rate over the phone, it had nothing to do with a shop. I did not receive the Costco Discount. Then I requested the Southwest Airline mile credit. He stated I could pay with that credit card but no points would be applied because of the shop discount. He then had problems with his computer and had to try to use the other computer. Failing to be able to operate either computer, he did a hand written form. He told me I would be taking the red Chevy Cavalier he picked us up in. I told him the car was gray. He appeared confused and then said it was gray. He handed me the keys after over almost 50 minutes in the office of trying to get the paperwork completed. We asked where the car was and he stated around the corner of the building somewhere. We exited alone and tried the keys until we located the correct car. There was no walk around to check the car or anyone to answer questions. We just got in and drove off. The whole process of renting a car at this location which was completely empty of customers took over 2 1/2 hours. I had my employee with me and had to pay him for this unproductive time. It should not have taken over 30-45 minutes for such a close pick-up and processing. I am very upset at the total lack of professionalism and customer service. I have rented from Hertz several times and never had such poor quality service. Attempted to find and contact a Hertz consumer service satisfaction site or number but have not been successful.

I rented a car from Hertz in Scotland and booked it pre-paid through Auto Europe. First they gave me a car with a defective seat belt and then the replacement car had a rip in the tire! Finally 3 months after completion of the rental they billed me an extra $39, and the reason given was "pre-paid Rental"! Its so terrible its almost funny! I refused to pay the extra charges and they eventually agreed to cancel the charge, then they sent me a letter demanding payment and threatening to use a collection agency! The letter was from their Customer Collections department and was not signed! I got the 800 number for this department and have been trying to get through to them ever since.

My insight is that Hertz are in one heck of a mess and have no idea what they are doing. Pity, it was once a fine company.

My husband and I rented a vehicle on 04-03-09 to take a short trip to visit his aunt in Wagner, Oklahoma. The manager that conducted the sales transaction was named Andrew. After purchasing extra insurance and other amenities, the quoted price of $162 plumeted to $387 plus change. While the price is not our direct complaint, the fact the Andrew informed us at that time that should any problems arise, "flat tire or anything, " we could contact the ROADSIDE ASSISTANCE and they would be there for us. THIS WAS A BIG JOKE. Immediately upon arriving in Oklahoma on 04-04-09, we received a warning signal that the tire(s) were not properly inflated. Later, that same evening, we received another warning that the oil needed changing. On 04-05-09, we called the ROADSIDE ASSISTANCE and spoke with "Sam." Sam checked the computer and advised us that the car should have had the oil changed before it was rented out. He further advised us that on Monday 04-06-09, we would be notified by the nearest Hertz Rental, which was in Tulsa, OK, 45 miles away, at 9:00 a.m. and a new vehicle would be brought to us. On 04-06-09, we were notified by "Ann1634." Ann advised that the Hertz in Tulsa were not bring us another vehicle and that we were alright to drive that vehicle. I informed "Ann" that "Sam" had advised that the vehicle should have been serviced and that I was not comfortable with the vehicle needing to be serviced and that we had to drive back to St. Louis. "Ann" stated she would call again and let the Hertz in Tulsa know my feelings. "Ann" called again and we got the same reply as mentioned before. After talking to several people in the ROADSIDE ASSISTANCE about this matter in the course of two days, we still got nothing but hurt feelings with no results. We were even told to take the vehicle to a designated place and have the oil changed. I found this not to be acceptable because as I told them, our reason for renting a vehicle in the first place was because we did not want to have our own vehicle serviced. We would have been better off spending the money on our vehicle in the first place, after going through this ordeal. We even attempted to call the manager, "Andrew" who rented the vehicle to us and like the coward he was, we kept getting messages that he was in a meeting or with a customer, etc. We left Oklahoma on Wednesday, 04-08-09 with the oil life below "0" and thankfully enough we made it home safely even with the low tire pressure. We returned the vehicle to Hertz on 04-09-09, where we were met by "Andrew" and asked, "How Hertz could make things right?" The damage was done, we refused his $50 off for a future rental and advised "Andrew" that under no circumstances do we intend to ever use the services of HERTZ CAR RENTAL" again in life.

I have heard a lot of stories like this concenring auto rental companies. That is why I will never deal with an auto rental company. I will simply take my own car if I travel somewhere.

IF YOU COME TO LAS VEGAS, NV ...DO NOT RENT FROM ...HERTZ CAR RENTAL...THEY ARE THE BIGGEST RIPOFFS NOT THE CASINOS

I rented a car from Hertz online, and when I was booking my reservation Hertz made an offer for me to pay up front and take a discount...However, deep in the fine print, there was a warning stating that no money could be refunded. You really don't know this when you are making the reservation; they do not give you full disclosure on this policy. I paid for the car for a week, and needed it for only a day. When i returned the car, at the desk they told me to call the 800# for billing and they would make the adjustment. When I called, they would not refund any portion of the rental. Nor would they made an adjustment consistent with the cancellation fee clause. To add insult to injury, they charged me taxes and other fees for the days that i did not have the car! I really feel that everyone should know that this great deal that is offered to consumers online is a total ripoff! I would NEVER rent from hertz again in this lifetime!

Unfortunately, most companies will not issue a refund for early return as the rate you pay often coincides with how many days you booked the car.

You could always call corporate and ask what a one-day rental would have cost for the day you had the car. Usually, a one-day rate is very high and is probably half of your weekly rate. They're usually willing to do this though. Hope that helps!

They did something similar to me as well. I when ahead and rented a car online and in order for me to get the best rate, I had to pay upfront so I did. The day I was ready to go in and pick up my car they wouldn't allow for me to rent the car because it was a debit/mastercard. I understand they dont allow for people to rent cars unless they have a credit card, but right away they charged me upfront for the car. They also referred me to that 800 billing number and its been 3 weeks and they still havent refunded me the money for a car that I didnt even get..THATS HORRIBLE COMPANY..Please no one no one consider renting cars from this horrible company.

I called to rent a car from tomorrow until Saturday, after calling around Hertz had the best rates so I jumped at it and booked the reservation. I confirmed everything twice with the rental agent and still not trusting her I checked online and found out she shorted me a day's rental! No wonder it was so much cheaper! I called back and the agent I got said that the computer does that sometimes. Can you say scam? Had I not checked online I would arrive at the airport and found out I needed to pay another $73! Talk about being mad!

Tried to rent a car with Hertz for a day to attend a funeral. Prebooked online entered my partners name as driver and my credit card details as i don't drive and she doesn't have a credit card. That was the fatal mistake since in the terms and conditions it says the names have to be the same. Yet somehow eventhough they can't accept payment from a card in a different name, they have no problem taking the payment off the card all the same. Presumably using the incorrect name for the card. When we turned up to collect the car they refused to let us take one as the card was mine, the staff were rude and refused to help. I assumed that cause they could not accept the card to pay, that no charge could have been taken. But ofcourse the workings of this firm is a mystery that someone can pay for the car and yet not be allowed to pay for the car at the same time.

I find this practice disgusting, payments should not be accepted if the name is incorrect and if it is legal to still accept the payment it could be checked and hertz if that's their condition reject the reservation at that point. But no they deliberately allow the transaction and just put the condition in their terms and conditions, so they can still take the money. This is a disgusting shameful practice.

After finding I'd been charged complaining was an even worse experience. Customer relations are downright rude and even tried to threaten charging us more as a no show fee to cover there costs is more than our rental was. Do not use hertz they have no service standards and will try their best to charge you as much as possible in all circumstances.

Ok, so "the computer" made an error. What's the big deal? If you'll keep that rental vehicle 1 more day, you'd have to pay for that extra anyhow. So, what's your problem?
YOu cheap ###. Take a bus next time.

Listen, 'mate'...
first of all, there is no such thing as "prebook". What's the matter with you?
second... when BOOK (notice i did not use 'prebook') a car/hotel/airline, be aware that there will be TERMS AND CONDITIONS. You must abide by them.
the corporations make their policies, not the customer. You can either accept them, or not. If you don't, well, go some place else. MMkay.
As far as customer service reps being rude, i wouldn't be surprised if you, yourself, weren't nice when you talked to them.
BTW, i am sorry for your loss.

Dear Stupid ###... A few things :
1 - You said the price "plumeted" ... The correct spelling is PLUMMETED. BTW "plummeted" means 'something that weighs down or oppress; a burden. to fall straight or to decline'.

2 - Next time you write a complaint, get to the point. Avoid those long and boring narrative "i drove 45 miles to visit my aunt". That stuff is completely irrelevant.

3 - Do not write complain on complaint forums such as this. Contact the appropriate corporation. In this case, Hertz will never read your letter from this website.

4 - Next time you are driving a rental car - or even your own, if you own.., anyway, if the tire pressure come up, all you'll have to do is add some air. Ok? Or is that too much for you?

5 - Get a life!

my daughter had book a car online two weeks before a trip to Cooperstown NY where my grandson was to join his team play in once in a life time baseball trunament. his team had fund raised for over two years to be able to go.the night before the trip we went to pick up the car.only to told by the sales person (Chris), they had no cars.and the only said to us was "sorry"! my family, friends will never rent a car from herzt again.

Most paid in advance services are non refundable. I suggest similar caution when using things like priceline etc. Only use pay in advance if you know your travel times and dates will not change.

I Understand somethings happen beyond there control .but we were not giving any explanation other than, We don't have a car. "sorry".
We had reserved a economical car. we were not offered anything else . I ask if he could check other stores, he said he had and there was nothing available at this time late in the day.we were disparate at this point . All they had was van out front, and some cars in the back of the store that i believed needed service . My daughter ask what about the van.This is his exact words .."someone has paid good money to reserved it.".
I guess that meant it was more profitable to him then our small car. . That when i realized what we were dealing with, and we needed to look elsewhere, it took everything my daughter had not to give this person a piece of her mind. like i said Stealth pilot, we will rent else where from now on.

manager: Brian
Sell Rep: dywne- You Say it like this (Dawn-Knee)i Arrived at the Hertz rental at 8:54 PM

I sent you my reservation e-mail on the first e-mail from
Coolbreezechill@gmail.com

I'll send my receipt once I get feed back concerning my complain.

The lady assistance me when i drove up and i asked the questioned "Hey did you
already charge me for a full tank of gas cause on my agreement there is only
Stars (***) and i was wondering if not can i go and just put gas in due to that
i am a hour early." the Reason being is because i told the lady that i wanted to
pay for a Full tank before i left and the person that rented me the car was
(dawn-knee)

the Rep reply, "yeah she is inside"

I asked, "can i go speak to her to see if it was a mistake or something, or do i
just need to go fill up the gas so i wont have to pay all this money"

the rep said, "i can hold the car but i have to print you out the receipt, "

after it was printed she said as it stands i am paying 180.90 until they can
figure something out,

I did not know her printing the receipt out that she closed the rental

when i got inside i waited in line and spoke to one of the reps and explained my
situation due to i was not sure if i they can fix their mistake or do i just
need to go fill the tank up.

they lady asked if she gave me a receipt which i said yes, she told me she had
to give this to me to come inside to talk to ya'll, and that she will hold on to
the keys for me.

the lady at the counter than said may i see the receipt,

as i was handing the receipt to her the lady said oh no she closed out your
rental

i said she told me she had to print that receipt out so i can come talk to ya'll

the sell's rep replyed no she didn't have to we can actually close out your
rental from in here,

i told her well she said she had to but she will hold on to the keys for me so i
can come inside to ask my question so i can figure out what to do, because i
came in a hour early before my rental was due to be turned in.

the sell's rep said well it looks like we went over the agreement with you and
you signed it,

i said ok i see under the optional services the fuel service so i was a little
confused this is why i came early to figure out if i did already paid for it...
if not than i can go still go fill it up cause i have plenty of time since i
have it for a hour still.

the sell rep said well once you return it you can't go back and get it,

i said the lady that i returned the car to told me she will hold the keys for me
so i can ask the question since i was unsure.

the sell rep said i will have to call my manager about this. i said ok

after she got off the phone with the manager she told me that the manager will
be up here shortly to speak with you

i asked is there a problem

she said no, but she asked (dawn-knee) will she like to speak with me cause she
was the one that gave me the rental which (dawn-knee) refused to so the manager
will speak with me, so i said ok that is fine.

the manager (Brian) walks up after 10 mins and looks at me and just asked, " Are
you the guy that returned the car with out filling it up"

I said yes

Brain said well you told (dawn-Knee) no to the fuel charges i remember because i
audit her that day and i remember you and your rental and you told her no.

i said i told her yeah sure because she told me hertz was beating everyone else
right now.

Brian said nope i remember you and your rental and you said no, and they get
commission to remember that you said no

i said cause i go and just fill it up cause i still have 50mins before the
rental is due in

Brian said no once you drop off the car you can't get it back

i said the lady said she will hold on to the keys for me

Brian said she does not have the authority to make the decision only i do, and
i put it in my back shop.

Brian than turns to walk away

i said you have to be kidding me

and brian said nope

and i said that's it

and brian said yup thats it.

You see brain was not even out there watching her In fact the only time he came
out the day i went to pick up my rental which was on 09/02/2017 he only came out
cause there was me and another person renting a prius but there was only 1 prius
there. i came 10 mins early before my rental was due to be rented out. the
other gentalmen also made the rental at the same time which we both were on time
but i had to wait 35 mins to get my rental since they had to find another one.
during this time Dawn-knee asked if i wanted to purchase a full tank and i said
yeah sure but they were also running around taking care of other things cause
dawn-knee left me at the counter 5 times which i was standing up there waiting
once they got vehical dawn-knee said i see you declined the insurance, and stuff
which i said that is correct. so i had to fill out a inspection sheet.

See that is the only thing that i declined which i am a gold's club member so it
is in my records, and this was the first time i used my gold's club card as
well.

first i just wanted to my fuel money back, the way i was treated i want all my
money back.
They didn't charge me for what i said yes to the buying a full tank cause they
were distracted by not having the right amount of rentals when i went to put up
my rental
2nd the lady i returned the car told me she can hold the car when she didn't
have the authority to which brian the manager told me
than brian the manager didn't listen to anything i had to say and just blew me
off cause i wanted to see if they can correct their mistake by them charging
what i asked to prior or for my to go and fill it back up before the time for
the car to be due in.

i was lied to by different people and the one that told me that there was no
problem which there was a problem cause they were not even going to try and help
or figure this out with me cause i wanted to ask the question before i was
charge

WHO WILL LISTEN...I'll never do business with Hertz again.
BAD and Worsted Customer Service...

Rented my vehicle from 4/27/2017 and returned by due date of 5/1/2017 with full tank. several days later I found that they billed me until the 7th of May and a re-fuel charge of $80 totaling to $380. When the original bill should have been $102. This is the 3rd time this company has did that. This should be illegal. When I call the Hertz billing they make you hold for 30 minutes to discourage you. The office whom rented keeps telling me they adjusted it, billing tells me they haven't. Its complete circles. Consumers need to be aware!

Rented for the weekend of Oct 17 at the Denver Airport. The reps that helped to get and return the car were great. We left and took shuttle to airport and realized my husband left his phone in the car. Not 20 mins since we turned in the car and he was back to get his phone. It was already gone. The porter and the car cleaners where the only ones that had touched the car and surprising the phone was no longer there. even worse the phone rang and then someone shut it off. So the part that really made us mad, was I had to keep calling, never getting the returned call that was promised. I was told the District/ Regional Manager would call me, never happened. My husband is a President Circle member because he rents so much for his business and they could care less. Yes, our fault for forgetting the phone, but really bad customer service for trying there best to make things right. Yes an employee of Hertz stole the phone and yes the Denver Airport Hertz Management could care less about follow up and customer service.

On 1/13/2017 I had a vehicle rented at the Hertz location on Chapman Road in Chattanooga Tennessee. Confirmation#G4494697113. I called and talked to a female at 9:03am and was told that they would pick me up at the Repair Shop in 30 minutes. At 10:10am I called her and was placed on hold for 3 minutes and she then told me she had just rented her last car and they would not be coming to get me. No Sorry just have a nice day sir.

The property appearance of this business is a eyesore, The fence has been falling over for years now. The landscaping is nothing but weeds. The general appearance is a disgrace for a national chain. Avis car rental is just a few feet down the same road, and has a clean well maintained appearance. There is a traffic light directly in front of this Hertz, which gives people plenty of time to be disgusted and shop for a car rental elsewhere. The management is not doing their job and someone from corporate should follow up with this complaint.

My insurance company asked me to call Hertz to set up an appointment to get a car while my car was being repaired. The appointment was for Monday morning. Hertz NEVER showed up. I called Hertz and was told they sent the car to Columbus and not Mount Vernon, Ohio. I did give them the address of the body shop in Mount Vernon. I had to reschedule for the following Monday as the body shop needed all week to work on my car. Once again HERTZ did NOT show up! No phone call NOTHING. I called my insurance company and asked them to send another company since HERTZ was so inconsiderate.
I will NOT do business with HERTZ again. I hope my insurance company, State Farm will also stop doing business with them.