Hertz
Reviews and Complaints

I picked up my rental car from Rock Hill, SC -Anderson Rd. location on September 13th-19th. The Car was a midsize (2019 Kia Optima) unknown to me that they rent out car of such year. Heading to upstate on an emergency, got on the highway to New York the car started jerking into Va. in Washington the Check Engine light came on and the car cut off as I got out of the tunnel. I restarted and found a hotel to get off the highway. I'm alone and 51 yrs. old with a handicap sticker, scared an afraid. It wasn't in my budget to spend $250 on a hotel room in Christiana NJ. Next morning, I called the 1-800, and they sent an Uber to pick me up and drive me 1 hr. to Philly airport to pick up another rental, A 2022 Chevy Malibu which sound terrible, rattling like chains in engine, wheels about to fall Off and shaking down the highway even doing 40 miles per hour, and Dirty, smelly and windows could barely see out of , had tostop and clean off on a freeway (sad)... my trip was a disaster, I'm home 2 days before my planned return I'm out of pocket $689, my hotel in New York ended early and in New Jersey hotel that wasn't planned. i couldn't no longer stay due to condition of the second rental. this was the worst experience in my Life. Terrible Customer Service in Philly Airport early in the Mornings. I'm the One that should have the Attitude instead of the Reps. I had a terrible rough ride home due to the condition of this second rental and what a waste... Lisa Fonbeh need a resolution immediately ... Lisa Fonbeh

I am a President's Circle rewards member and was looking at booking online. When I was looking at booking before logging in, I was offered a pre-pay option which was about half the price of the pay later option. When I log in, I no longer have the pre-pay option and am only given options to pay much more on the same reservation. This seems crazy that rewards members are charged more than if I simply never made an account with Hertz. I have to choose between paying more and having rewards benefits or paying less for no benefits.

I rented an electric car from Hertz in April 2023 in Salt Lake City Utah. This was my second rental within 2 months from Hertz. On this second rental, they told me that it was a brand new car. When I got in the vehicle, and sat in the drivers seat, I noticed a strange odor, like someone had smoked in it. But the attendant had told me that it was a brand new car. I went ahead and loaded my luggage and thought the smell would go away once the doors were opened up, but it was still there. I was getting ready to go back in to see the attendant, but 2 other customers had just walked in and there was only 1 attendant. I decided not to go back in because I had to pick up my neice from school and didn't want to be late. Needless to say, I returned the car and flew home. A month later, I received a bill stating that I owed them an additonal $159 and that was after they kept the entire $437 they charged on my card at pick up. My rental charge was only $136. I was charged $400 for outside cleaning and $35 for battery charges, even though I am a non-smoker and I charged the battery to 80% before dropping it off. I have rented several cars and this is the first time I have ever been charged a cleaning fee. Had they just kept my deposit, I probably wouldn't have even said a thing. But when I got a bill for an additional $159, that is when I sent an email disputing the charge and then I sent a letter to the corporate office. They have never resonded to my email though I did get a confirmation that it was received and they never responded to my letter either. The only response I received was a letter stating I was banned from renting from Hertz. So now I will dispute these charges with my credit card company. Oddly enough, if you google smoking charges in rental vehicles, I was not surprised to see that the majority of them come from Hertz.

My Wife and I rented a car on August 17, 2023 and doing the process we made sure that they understood we did not want there insurance coverage, that we will use our insurance company that we have with All State , and the credit card I was using we are fully cover in a rental car. I did not discover that he sneak the charge in until I had left the state. I went to a local Hertz rental agency in the state of louisiana and they tried to contact the Jackson Ms airport where we rented the car from for them to correct the problem and refund it back to my card but no one answer the phone. I called every day from the 17 - the 22 of August but no one never answer the phone. When we return the car on the 22, they saw the mistake had me to contact some department who said he needed some document from them, so we going around in circles. Rental # [protected]

Insurance charge $ 174.95, Vehicle 2023 Equinox , License MS RAY5641

My Contact information ph: [protected] email: cnkent.[protected]@gmail.com

Please help with this and thanks.

I was online to be serviced for a prepaid SUV and when my turn arrived the customer service agent was in too much of a hurry since her time to leave had arrived. I asked her what the deposit was; did not answer, did not ask me if I wanted a toll pass, did not ask me if I wanted to prepay for gas before returning the vehicle. Just handed me a contract and walked away. I've never encountered customer service as such. I then proceeded to go upstairs to level C and could not start the car; a lovely Manager was walking by and helped me start the vehicle and she apologized and said she would ensure that my account would get the toll pass added and that if she was unable to get it done quickly for me to make sure it was requested when i return the vehicle.

I know Hertz has not been too popular lately; the company should ensure that the counters are run by employees that care and provide good customer service. I tried calling countless times to the phone numbers listed; however, no one picks up and the recording just keep redirecting to somewhere else; but no human person to speak to. That is also not good customer service.

July 12, 2023 I returned a car to the Fairfield location when the car was returned

We were provided awhile card strange but I took it. When I arrived home I called the platinum desk to speak about a recent car rental in Los Gatos I asked her about the Fairfield rental as well she told me I had to speak to the multi car department it was a complete change in personality I was now speaking to someone who couldn't care less about my questions. I asked to speak to the supervision and next thing you know they suspended my bosses account

Not my account claiming I was abusive, which anyone who knows me knows that not true. Due to improper training and lack of patience. Can't help but feel this is a retaliatory tactic.

It's a terrible business model and one that should be addressed by hertz.

And because of it a long busy relationship is severed.

Very Sad

I rented a cart from Hertz in Zurich for 2 days. I was booked to return it at 17:00 on Sunday 23rd July and I did this. The office was closed at that time and so when I picked the car up I was asked to drop the car at the hotel next door. I arrived at the hotel at exactly 5pm and went into the reception. The person there took my name and noted the date (not time), but I thought well that is standard procedure.

Then they asked me to park in the underground car park and post the keys into the Hertz letterbox next door. I did this. All good.

Then a week later I receive the attached bill from Hertz, who charged me an extra day, noting the return time as 23.59 (clearly a default time error). The cost was 85 CHF (Swiss Francs).

I complained to Hertz using their complaints procedure and the person there, unbelievably, asked me to PROVE that I have returned the car on time. I have no way of doing this as I didn’t take a photo or something - I didn’t think I was in a crime scene. I could go back and ask the hotel for their CCTV but really, Hertz should not expect their customers to prove they aren’t lying when their office is closed and their return procedure is faulty.

Booked a Tesla 3 at Hertz Wpg in May 2023. Went to pick up at WPG airport they said the car was damaged so not available. Offered luxury SUV instead. We advised them we reserved a Tesla. Hertz should made an effort to transfer another Tesla to WPG or pull from another rental agency. We ended up with a Volvo full size car. We feel because the Tesla was booked through a third party they blew us off and never intended to provide us with a Tesla. Terrible service, terrible company.

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

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.