Hertz
Reviews and Complaints

I have been trying for over a week to complete a car sale for my son in Calif. The assistant manager at the Costa Mesa location Michael Arkin has been totally unprofessional and has delayed the sale repeatedly. He has hung up the phone on me several times when I tried to get information to move the sale forward!
I've tried to work with Mr. Arkin but he just got rude and told me he'd cancel the sale.

I reserved a full size car at Ferndale, MI. They were out so I was sent to Royal Oak Hertz. Walked in Greg thought I was a porter (no problems with porters). He stated it will be a minute, then, "pick it up outside your all set". I drove off with 3/4 tank of gas . returned same, Angela" leave keys If you don't need receipt" Fuel Fee Charged as if I didn't return it the same way. Neither Greg nor Angela got up to walk outside to go over the vehicle. They didn't go over anything let alone fuel, the only interactions I had outside was with the car washer. I am a Gold Member, I rent frequently I know how to return a vehicles gas level. It being obvious I even took a photo of the mileage and gas hand. I did call customer service and they stated it would be a refund. But I will never go to that Hertz location ever again.

Confirmation # H71645985B9 I had a reservation to pick up a car at 8 am on Fri sept. 21, at Hertz 23701 Kean st., Dearborn mi. At 8 am on Friday a Hertz representative from that location called me and said they did not have the car I reserved. I asked if they had a similar size car and he said he may or may not. I asked him how can this happen since I reserved the car several days ago. He immediately became defensive and told me to relax and take a deep breath. I was extremely surprised by his disrespectful behavior and did not know what to say. He continued non- stop with condescending remarks interrupting me and not allowing me to speak. He never answered my question, if he had a car available, just kept commenting on how I should stop by and we can both smile take a deep breath and he will do his best to accommodate me, so I can then go on and have a wonderful God blessed weekend--his words not mine. This behavior was extremely unprofessional and I had no choice but to cancel my reservation since this person was completely irrational to work with. I then had to find another car at the same time I was suppose to leave for my trip. I am very angry with Hertz on how they can ruin a persons weekend trip that I have been planning for over 6 months with no consideration of the problems they created for me. If Hertz did not want my business they never should have taken my reservation or canceled it days before so I could find another car.

I placed my rental last week around the 15th with Hertz. I requested and reserved a Mazda CX-5 for a pick-up location in Fayetteville NC for 0930 Friday September 21 and a drop off location for FAY Airport in Fayetteville for 1700 on Sunday. My flight to NC was cancelled last minute and reschedule for Friday morning the 21. Immediately Thursday night I called Hertz and changed my rental reservation time to 1130 Friday September 21 to reflect my new flights. No problem. I arrive at FAY and call Hertz on Raeford Rd to tell them I'm on my way and the gentleman on the phone told me that he was sorry that he did not have a vehicle for me. I told him I didn't understand because I just called to check the reservation the night before. He said it was against Hertz Policy to inform a guest ahead of time if the are out of Vehicles. (Even though I called 2 times before the pickup time). His recommendation was to call the airport location and "hope" they can have a vehicle. I get to the airport and was able to get a vehicle 3 hours later and had to fight with the manager to give me the same price as originally discussed. I know I'm just one person in a huge organization but the incompetence of this company caused me to miss a rehearsal dinner for a wedding. As a service memeber in the US Army we don't have a lot of time off. The fact that I was unable to attend something so precious is outrageous because of the lack of knowledge and respect for your consumers. This however is not where the story ends. On our way to the rehearsal dinner in Harrisonburg VA (that we didn't make) at about 2100 we were traveling at about 35-40 mph and hit a vulture. This completely shattered the driver side windshield. Knowing there was nothing we could do, we decided to contact the insurance and Hertz in the morning. There is a Hertz in Harrionsburg about 30 minutes from where we were staying. I call the manager and explain what happen and ask him if he can meet us to exchange the vehicle because it was not fit to drive long distances. I also reached out to USAA and filed claim, contacted every local windshield repair company within 50 miles (none could help). The manager told me that there was nothing he could do for me and I would have to drive 1.5 hours away to Charlottesville VA to exchange the car at the Charlottesville Airport. I tried to explain to the manager that it was too dangerous to drive that far without a windshield. He didn't care and said he was about to close and there was nothing he could do. He suggested we tow the vehicle the distance. Regardless of the fact at how dangerous it is to recommend that someone drive that far without a wildshield is completely neglectful and terrible just as a person. I am so disappointed in the service that I received from this company. I just can't believe how a company this big can treat people this poorly.

Saturday 11:20am 9/22/18 I went to pick up my reserved rental car. I wanted to check that the USB port in the car worked before they completed the contract. As I'd recently rented a Hertz car in LA and went through 5 cars on the Gold lot before I found a working USB port in the care.

I walked through the door to the outside and turned left and slipped and fell as there was the sand on the painted sidewalk surface - which made the surface slippery. I hit the ground breaking the fall somewhat with my left hand. My cell phone flew out of my hand and the glass shattered when it hit the ground.

The staff were new and did not know what to do.

Eventually I was able to speak with Brad Smith [protected].

A report was filled out and completed by Joe Gatewood.

I can provide pictures.

My husband got one of the staff to sweep the sidewalk.

The care in handling the situation could have much been improved. Not hatted on what to do.

I have been a Hertz customer for a while. Process wise - moment of truth in the customer journey the care, professionalism, speed would not get high scores.

It wasn't explained to me that there will be a hold on payments. When I ask their sales rep that help me get the car rental. He told me that was taken out of my account. So it's my understanding the money was taken out of my account. I didn't know that they would hold the payment and then take the total amount out of my account. So when I go in my account, my account was overdrawn. It was explained to me that they will hold the money until the end and take the whole amount out. All I want is my account to be restored back tomorrow I'm okay with on them out but I just didn't like how it was done that it was not explained to me properly.

On Sept. 19, 2018 I filed a claim with my insurance company for damage to my vehicle. State Farm sent me to get a rental car threw Hertz. I must say I had never dealt with them before and I never will ever again. Due to the Piss Poor Customer Service from Preston at the Hillsborough Rd location in Durham, NC 27705 location. He was very unprofessional and thought he was going to raise his voice at me over the phone. When I corrected him on raising his voice over the phone at me he tried to act as if it didn't happen by saying, I have been talking to you the same the whole time, but he wasn't I know what inflection of the voice sounds like . I'm a 15 year Army Veteran with 2 tours in Iraq and 1 in Afghanistan as a Military Police Officer (K9 Handler) and I think my family and I have served this country proudly and does not deserve to treated like a piece of crap over the phone my a Poorly trained customer service agent named Preston. I told him that I would come to his store and let him use that tone with me face to face and asked to speak to the manager. He said that he was in and out all day and that there was no way to reach him. So I hung up. After thinking about what just happened I called back and left a message with Preston to give Mike my phone number so he could call me to let him know what happened. Preston said he had already spoke to Mike about the situation but Mike had not contacted me. So 10 mins later Mike who had been in and out of the store all day conveniently calls me back. I explain to him about the Piss Poor Customer Service that I received from his employee today. Mike was very nonchalant about the whole situation so there for I figured that someone higher than Mike and Preston should know how their Veteran customers are being treated in Durham NC. With that being said my family and I have taken our business to Enterprise because of Preston's antics today. I have such a bad taste in my mouth with Hertz I will never use them nor will I recommend to my family or friends because of this.

Rented a car 08/17/18 at 111 Driver's Way, Hardeeville, SC. The young man who waited on my son was not professional at all, first of all came rushing into the office exactly at 8:00 am, hardly acknowledge that we were there! Did not ask if we needed additional drivers, insurance, or anything. Just gave him the keys. He went outside, snapped a few pictures of the car, then went back inside. The car was filthy! Sand and dirt everywhere. We were heading to Springfield, Illinois, on the way up there we noticed the brakes on the car were making noises and having a hard time stopping. We waited a couple of days, then when the car would NOT STOP, I traded the hunk of junk in Springfield, and received another car. We were happy with this car, clean and roomy. On our way home, the AC went out! My Mom gets quite ill when she is hot, and it was a miserable 13 hours in the car! We have always rented from Enterprises and have never had a problem. We rented from your company and had 2 horrible cars. Needless to say, we are NOT impressed with Hertz and will never rent a car from you again. Bad customer service from the beginning, then 2 broken cars. I feel we should get some kind of compensation for all the trouble we went through.

Sincerely,
Steven Abernathy

The international drive location in Orlando Florida has been dodging our calls and giving us the run around. We was informed from management that our things were there at the location in the office and that it would be shipped with a provided tracking number . Almost a month later we are still waiting on tracking number and being told they have new management. Ice had to replace drivers license, I'd, credit cards, and go without my cash that was in my wallet it's been such an hardship and inconvenience without my things. We paid the extra money for the insurance towing and all the extra stuff just for situations like this and a month later we are still dealing with this. Someone from corporate needs to call us back immediately with a resolution. We are considering calling our lawyer you can reach us at [protected] .

On sept 8 2018 I rented a car from the buffalo airport, I drove to Jamestown NY. The next day I needed to travel to Toronto for a wedding, the car would not start. The towed the car, I didn't get a new car because the agent sent me to niagra falls location. I needed to get to Toronto as quickly as I can to attend the wedding, the hertz at niagra falls was closed, when I called back up the response from another hertz agent was I guess they didn't check the hours of operation . I was than instructed that I can go to the buffalo airport . At that point I asked the agent to check and make sure there were car available, she got back with me that there were no cars, so here I am all alone at the border, my niece had to drive 2 1/2 hours from Toronto to get me . She also had to take off on Wednesday from work to drive me 2 hours back to buffalo airport, meanwhile from Sunday through Wednesday I have spent about 10 hours on the phone with hertz getting transfer to one person to another trying you get my $259 back for a car rental

I was told to send this email to customer Relations because of the discrepancy with my bill. I rented car on May 17th and returned it on May 27th after receiving a flat on May 26 in the evening the tow truck guy did not get there until may 27th approximately may be 4 or 5 am in the morning (i have video of this) he towed the vehicle to JFK airport. I did not come and get a replacement vehicle being that I was returning it the same day anyway. I called Hertz roadside that same day or maybe customer service and was told that they could not view my bill But the lady assured me that the vehicle had been returned to JFK and had been rented To someone else. When I did get my bill days later I called on May 31st and spoke to a woman because I had concerns that the bill was too high I didn't realize at that time that I had been billed up until may 30th, 3 days after I had already returned the car. Because of Hertz mistake I wound up going over the limit on my credit card because Hertz kept billing me. Again I did not realize this until I try to use my card days later and there was a block on it. I called my bank MCU who told me they placed a block because of a charge from Hertz which was a over my limit. On June 8th 2018 myself and your customer service reps and the administrator from my bank were all 3 on a conference call the customer rep. told me that I had been billed up until may 30th which was a Wednesday I told her that the car had been returned Sunday, may 27th she was able to verify that On my account with Hertz as she was able to see that the vehicle had been towed and I was billed for 3 days in error she issued credits that day approximately $400 and something dollars That same day. When the administrator that was on the phone with us, from MCU, told her that they had processed a charge back she said that she had TO remove the credits at that time. since that day my bank and Hertz have been working on my account so I've been told. Neither Hertz or my bank MCU took into consideration that I had been billed up until may 30th. Therefore this bill probably would probably show a credit of those charges from May 27th to May 30th. So monies that were given to Hertz by my bank MCU are in fact incorrect. If you see the attached bill the date is showing may 30th as the return date and so are all the charges therefore showing I have a balance. This has been an ordeal and I patiently waited for you guys to rectify this for it to be the same results that led us to a charge back and me going over the limit on my credit card card to begin with. My summer has been ruined by this. I feel like I was victimized twice once by Hertz because you kept billing me for a car I no longer had and then by my bank MCU because the representative that was on the phone during the conference call On June 8th never put notes IN my bank account so whoever was working with Hertz to rectify this situation did not know that I was due credits of approximately 400 plus dollars. I have not received any correspondence from Hertz during this whole time the bill that I attached I have because the representative that I spoke with a few days ago emailed that to me. Nowhere on this bill does it show you guys received $1060.30 from MCU for this Bill. Then to top it off The bill says I owe you another 200 and plus dollars. Please can someone look into this thoroughly before I'm sent collections, as I was told by your representative the other day. And please rightfully credit me as I should be. Had notes been placed in my bank account and this rental agreement account by both my bank and the Hertz representative that was on the phone with us on June 8th the credits would have been reissued correctly, I would not have a balance, And I would not have to be dealing with this Still. Please someone help me also I prefer that I be contacted via phone In regards to this issue, I can be reached at [protected] anytime after 12pm EST. Thank you and I look forward to your quick response. PLEASE I DO NOT WANT TO HAVE TO REACH IT TO THE BBB FOR SOMETHING THAT IS A QUICK FIX SUCH AS DATES!

On Tue, Aug 14, 2018, 17:41 wrote:
Attached is your Rental Agreement - [protected]
Document Nbr - [protected]

My dad and I were at Hertz Rental Car (6608 Hwy 6 N Houston, Tx 77084) renting a vehicle the manager named Michelle Dune was really unprofessional talking to other customers while processing a vehicle my dad was asking her questions about the car we reserved online which was suppose to be a nissan sedan because we looked at the vehicle in the back parking lot and she told us it was a kia soul and she was going to bring the car around the front of the building we went outside waiting and went back in the building she was assistanting other customers she had another employee to bring the vehicle around the front we were very disturbed by her negative energy and this is the second time I had this encounter with her something needs to be done about this because I'm taking my business somewhere else until she is removed from this location.

Dated 09/07/2018.
Eleven days ago, I was approved as a new driver for Lyft. Lyft has a program where they refer many drivers to Hertz to rent a car to get a weekly rate. I was required to give Hertz a $250.00 deposit, when I picked the car up and a rate of $210.00 plus tax and fees, for a total weekly rate of $250.00. Over the years, I have dealt with companies like Enterprise, Avis and Budget Rent a Car. So I'm quite familiar with the type of customer service that I would expect to receive when renting a car. From the moment I arrived at Hertz, located at 24th street and McDowell in Phoenix Arizona, I noticed that the rental agents running the office, were slow and lacking of any enthusiasm to assist me. The two male agents who assisted me, did not answer my questions about my rental, a 2016 Nissan Sentra. They just gave me the keys and pointed to a location in the parking lot. I was told that the gas tank was full, and would be expected to be returned with a full tank gas upon it's return. I quickly noticed that the tank was only half full and returned to the office and told the agent about it. He just sat there and said ok, and I left. My first two days driving, I was unable to pick up a single passenger, which I discovered was caused by a problem with the Lyft application that was installed on my new Smartphone. The Sentra had 64, 000 miles on it and did not drive well at all and when I used my cell phone, the car stereo would turn on by itself at high volume startling me and my passengers. First, I called the toll free number displayed on my rental agreement and spoke to Hertz customer service. I was told that I would have to take the car back to the location that I rented it from. So on Monday, Labor Day, I drove 23 miles, to find that Hertz was closed for the holiday. Today, September 7th at 7:45 am, I went back to Hertz. When the taller male agent arrived about 20 minutes later, I approached him with my concerns about the rental car. He rudely interrupted me saying, that he did not open until 9:00 am and that I'd have to wait. Then I asked him whether they had another car to give me. He rudely responded that he probably did not, but he would check at 9:00 am. Stunned, by the treatment I was receiving, I returned to the sofa and sat down for my 45 minute wait. At 9:10 the other male agent who was very short gentleman and sporting a beard walked in. I patiently waited for some help until 9:30, when the short guy rudely said That I would have to take my Sentra to a car wash, and remove my belongings before returning it for a different rental, then went about his business. At this point, I was getting quite irritated by the hostile treatment that I was receiving from these Hertz employees. Rather than getting into a confrontation, I left to find a car wash. I kept thinking to myself that they had issued me a vehicle that should not have been used in it's condition. From many of my prior experiences, if I had a mechanical problem with a rental car, I would be offered an upgrade and the rental agents would show real concern for my inconvenience. My experience this morning was the worst I could ever expect from a place of business like Hertz Rent a Car. It took me about an hour getting the car washed. Before I left, the short guy with the beard made it clear that I could choose from another Sentra or a Hyundai Elantra. so I told him I'd take the Elantra. When I got back from the Car Wash, I expected that my Elantra would be ready and I would be able to leave. Well, it took at least another 45 minutes waiting and watching other Lyft drivers who came way later than me, leaving with their new rental cars. The heavy set female agent called me up to the counter for a signature and sitting next to her was the tall agent, who I initially spoke to over 3.5 hours earlier. I had reached my boiling point and told him that I was a paying customer and that he had no right to treat me like he was doing me a favor. He apparently saw that I was angry, and did not say another word. Finally, after spending the entire morning and $14.99 for a car wash. The girl gave me my new keys and pointed to the parking lot. In the parking lot, I could not find an Elantra anywhere, so I pushed the red button on my keyless entry, which set off the alarm to another Sentra. After my experience this morning, I strongly advise that anyone reading this review to use any other rental agency, not Hertz...

I picked up my Hertz rental car at Lyon France airport Saint Exupery on 8/19/18 at 2:30PM( receipt available)
I informed the agent that I may return the car earlier and at a different location, "no problem.
I returned the car on 8/26/18 at 6:55 PM. Earlier I tried to return the car at the address indicated on the car's GPS but the location was closed.
I then went to the Gare station where I parked at the Hertz location next to a Hertz van at spot -1 125.
I then went up to the Hertz office where two agent looks at my contract, made a note and gave it back to me. I asked for a receipt and was told it was not necessary, but no time to argue, they could not wait to leave.
I stayed near Toulon until August 29th when I took the train to Paris at 11:48 AM.
On the August 31 I took a train from Paris to London England at 10:10 AM.
Obviously I could not return the car at 8:30 AM in Toulon and take a train in Paris at 10:10 AM
I have copies of the train tickets but do not know how to attach to this form but they are available if you provide me with an email that I could use to send the copies.
I expect to receive a reimbursement for both the 4-5 days for which I did not have the car and for the Euro350 charge for having abandoned the car which I did not

Recently I hired a car for 1 day from Hertz Phuket - Airport Branch
Car No : 6A72464 Date 25th August 2018

When I returned the car they Showed me a lot of damages and charged me
Thai Bhat 3000 for the damage on tyre.
I don't agree with this as when I took the car the person asked me to
check the fuel and any damages on the Body and never asked me to check
the Tyre (Same is the case at other Hertz outlet in other parts of the
world). I have taken cars from hetrz multiple times in past in
Thailand as well as Malaysia and never faced such issue
The scratch on tyre was already present .

I think that the Management at Hertz Phuket Airport office are Conning
and Cheating the tourists in the same way like other local Bike and
car rental services do in Phuket.

See Below my Observation when i went to return the car .
1. The person who came to check the car was already having the
Inspection Slip from previous rental.
2. He already had the document which showed the damage cost to be
recovered in different situations
3. On the Body of the car he showed me dust and said they are
scratches and asked me to pay for it, and when i removed the dust,
then he agreed that no scratches.
4. Then they found a scratch on the tyre and asked me to pay Thai Bhat
3000 for it.
5. I asked to call the manager, and talked with her, but when i told
her all these details, she said she cant do much as she is on
Holiday.
6. I asked them about the Insurance cover and they mentioned that it
is only Third Party Insurance. As the time of pickup they never
mentioned about third party insurance
they said for any damage minimum 2000 and maximum 10000 i will have to pay

To me this is cheating and unnecessary they have charged in THB 3000 for it.
I demand a explanation on this and my refund as well.

Upon arriving at the Hertz rental counter at the Toronto airport Terminal 1 on Aug 23rd, 2018, I was refused the rental vehicle that I prepaid for on the Priceline website on Aug 17th, 2018 due to a "system error".

When I arrived at the counter, the rental vehicle was in someone else's name and not my own, even though I had a printed confirmation of my prepaid rental that was clearly in my own name. I also had Priceline verify by speaker phone to the agents at the counter that this rental was in my name [removed].

I was traveling with my elderly mother at the time, and the staff at the Hertz counter were very unwilling to help us. They proceeded to connect me to Hertz customer service on the phone who promptly transferred me to Priceline's customer service, who then transferred me back to Hertz customer service etc, etc... this went on for more than two hours while both my mother and I were in the Hertz office. Both Priceline and Hertz customer service were pointing fingers at each other for who was at fault for this error. Meanwhile, we were still out a vehicle.
They eventually agreed to rent us another vehicle under my name for the same price, but I had to pay for a second rental vehicle and was out the money. I left there feeling defeated and tired. My Mom and I were having a vacation which got off to a terrible start. and to top it all off, the Hertz staff offered a lesser vehicle than what they had originally shown us at arrival.

Bottom line, the worst part of this experience was the lack of empathy and support from the Hertz staff members at the Toronto office. They clearly saw how many challenges we were having and that this was not our fault. they kept repeating themselves that they could not do anything about the system and that I must have done something wrong to cause this.

I was able to talk to another customer service agent upon my return home to Calgary who kindly agreed to refund me the cost of the first vehicle rental fee, which I am thankful for.

The name of the manager on staff that day was Abbas Shaherwala. You should know how this team is treating valuable customers. He was indifferent and very difficult to deal with, leaving us with no options for a resolution on site.

It is extremely unlikely that I will ever rent another vehicle from Hertz and will be not offering any kind words about this company in the future.

In July 2018, an American friend of mine named Grete X[*] booked a car on the Hertz website, at a total (prepaid) cost of $598.44, in preparation for our 10-day vacation in Montana. The rented car was covered by her own insurance. On August 2nd, I met her and her two kids at the Bozeman Airport, and we all went to the Herz counter to pick up her rental. There, the attendant asked for her driver's license and credit card, looked at them, ... and bluntly informed us that she was not allowed to rent a car from Herz. Imagine the shock! (Please note that the $598.44 had already been debited from her card.)

Why wasn't she allowed to rent this car? Because the name on her driver's license was Margaret X[*] -- her official name, which she hardly ever uses -- while the name on her credit card was Grete X, her usual name. Apparently, the attendant didn't know that Grete is a diminutive of Margaret. He gave us some fuzzy reason that had to do with potential identity theft; very unlikely in this specific case, as the last name was the same. Since we needed to get going as soon as possible, I offered to rent the car myself. Fortunately, the name on my debit card agrees with that on my driver's license, so this was feasible. But in order to switch, we had to call the main office. Do you think the attendant would have offered us to use his land phone? No, we had to use my friend's mobile phone, away from the counter so that we couldn't snoop on other customers -- although there was none at the time. The connection was extremely bad. Both my friend and I had to spell every single bit of data at least three or four times to a lady who spoke English with a foreign accent and didn't seem to understand us.

In the end, the 10-day rental cost (charged to me) had become $1, 171.20, including $379.40 for insurance because my own didn't cover the rented car. In addition, my friend was charged a $100 cancellation fee. We thus spent a total of $1, 271.20. This is more than twice as much as planned.

Apart from the money loss, what made me really furious was the attitude of the attendant. He was acting like a badly-programmed robot, repeatedly reciting regulations that we had never heard about with a painted smile on his face. At no time did he try to be helpful, as if he enjoyed the situation.

Most disturbing, however, is the fact that my friend had been able to make a prepaid reservation on the Herz website with a credit card that didn't exactly match her driver's license in spite of their "regulations". The operation should have been blocked as soon as she entered her credit card data. I consider this a major bug, if not a dishonest practice.

Our big mistake was to stick with Herz instead of trying the other car rental companies at Bozeman (with the caveat that they may be just as bad).

Reason of review: Refusal to honor prepaid reservation; horrendous customer service.
Total loss: $672.76

[*] The name has been changed to respect her anonymity.

I am attaching the email response from your location manager at the Huntington, WV. This a poor excuse for pathetic customer service. It is my understanding that the staff was aware that there would be no cars available for the arriving customers on the afternoon flights. Instead of attempting to remedy this situation, we were sent to the Enterprise counter. I was not offered the quoted price that I had received from Hertz for my rental and lucky for me I received that last available vehicle, a minivan, at a price over double that of what I was supposed to get at Hertz. The staff at Hertz should have attempted to get their customers to another Hertz location, instead of leaving most of the afternoon reservations stranded at the airport. This was a blatant disregard for customer satisfaction. There is absolutely no excuse for this to happen. Never again will I rent with Hertz.

This is the email response from your manager at Huntington, WV

Ms. Gibley,

I apologize there was no car available when you arrived in Huntington yesterday. Several customers that were due back extended their rentals causing us to be short, cars were returning later at night. I can assure you no "cars were taken from Hertz", a very strange comment from our competitors. I apologize the situation we put you in. If you want to return your Enterprise rental, we can still honor your reservation and comp 2 days. If this works for you, please let me know and I will arrange.

Stacie Hansley
General Manager Greensboro NC-Roanoke VA-Charleston WV
The Hertz Corporation | 700 N Terminal Road, Greensboro, NC 27409 USA
Phone: [protected] ex 17 | Mobile: [protected]

https://www.hertzvault.com/v1/resource/resource/a4d51daaf82c718a329e0eb978574f39/carouselPreview?folder=9a8f7bc234d921f9e60fd108af4dc2ff&previewImage=1&suffix=3-1&random=1512759114517

From: Victoria Gibley [mailto:[protected]@gmail.com]
Sent: Tuesday, August 21, 2018 4:00 PM
To: Stacie L Hansley
Subject: Reservations?

I am writing this email after a very disturbing experience with Hertz on Monday, August 20, 2018. I had a reservation for a compact car (confirmed H7500425737) to be picked up on arrival at Huntington airport. I was politely greeted at the Hertz reservation desk and informed that there were no cars available and that I would be helped at the Enterprise counter. These reservations were made 2 weeks in advance of my travel. When I got to the Enterprise counter, I was informed that there was only 1 car available and it was a minivan, far from the compact car that I had reserved. Much to my dismay, I was informed that the price would be over double that of my quoted price at Hertz! Why, if you had reservations, would there be no available cars? I was not the only one inconvenienced, but was the lucky one to get the last vehicle available. I was informed by the staff at Enterprise that the cars at Hertz were removed from your lot 2 days prior. If this was the case, why didn't you notify those of us that had reservations? Maybe we could have made other arrangements for a rental car instead of being left at the counter hoping to get a car. I am extremely uncomfortable driving a minivan and even more disturbed that the quoted price was not honored by Enterprise. Since this was a rental car for work, I didn't have a choice in the company that was used. But in the future, I will certainly make any and all car reservations with anyone other than Hertz. This is disgraceful customer service.

Victoria Gibley

Rented a car in Seattle Washington at the Marriott Hotel on 176th Street. I had mistakenly thought I rented it at the airport and the airport staff were not helpful in assisting or making any exceptions and in fact on August 16 when I flew in they said that the rate would be not 272 dollars but 700 dollars for THursday to Sunday if I tried to pick it up at the airport instead and that I would have to find my way to the other location myself. I went to the Marriott and there were three staff standing around. None of them spoke to us at all during the time we checked in and then gave us an unwashed Hyundai, that was filthy inside with crumbs all over the seats, and with no shocks whatsoever so that you could feel every bump and it was extremely loud. We went right back in to complain since there was no one outside to get our car for us or to check us out of the parking lot, and they were gone because they had gone to lunch and were not going to be back for an hour and a half. We would like a complete refund for all the trouble we endured and we will never ever rent from you ever again, and will tell everyone else what a horrible experience it was if you do not refund us in total.

Hello I'm your customer i was renting a car from your company in Lanzarote island, after days of my trip police stopped us and told us that the rental car should not be in this condition that the wheels are totally broke and it's dangerous us with kids I took a picture of the wheels condition and it was bad !
They change the car after we wait in the middle of no where 3 hours with our kids the police give the company ticket for the damage wheels
But still they took me a lot of money and took more for full coverage after I paid full coverage for the broker and dangerous my family I want to make a complain for hertz company please reply me
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