Hertz
Reviews and Complaints

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

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

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

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

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

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

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

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

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

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

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

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.

Hertz.com is not a good place to rent a car from. My family and I have had many bad experiences with this car rental company, no matter which location we go to. But the last experience we had was the worst. We had planned a trip and made a reservation to rent an SUV 9 months in advance. We needed the SUV because we are a family of 5 with luggage for a 10-day trip. We didn't hear anything from Hertz until 4 hours before we were supposed to pick up the car. Then we got a call from the manager, Mike, from the Hertz location on Novi road in Novi, Michigan. He told us that he no longer had the car we had reserved. When we asked why we lost our reservation or if there was anything else he could do, he told us that he could give us a 4-door sedan with an added fee for reserving last minute.

We explained to him that a 4-door sedan would not be sufficient for 5 people and luggage, but he didn't care. He was completely unhelpful and couldn't explain why he didn't have our car, which we had reserved a long time ago. This was unacceptable, and we had to scramble to find another way to the airport. Because of this, we will never use Hertz again, and we recommend that others avoid it too. They don't respect reservations in advance, and they are only out to make a profit. They don't care about pleasing the customer.

This was a total disappointment to us, especially since we are Gold members and our business has used Hertz in the past. We want to make it clear that we will never use Hertz again, and we recommend that others avoid it too. This car rental company sets you up for disappointment, and they don't care about their customers. We have had bad experiences with Hertz before, but this was the worst. We hope that others will heed our warning and avoid Hertz.

Last year, I rented a car from Hertz.com in Milford, MA. My car was in the shop being repaired, so I needed a rental car. When I arrived at Hertz, they convinced me to opt-in for their "additional liability coverage." They told me that many terrible things could happen to the rental car, and I thought it was a good idea to sign up. However, two days later, I realized that I was already covered under my regular auto insurance. I called my Commerce Insurance agent to confirm this, and they told me that I was already covered. I called Hertz and asked them to cancel the plan, but the agent was not very helpful. He said "fine" and did not offer any confirmation. I asked for an email confirmation, but he was very curt and did not seem interested in helping me.

A month later, I received a bill for $666.60 for the extra insurance. I told them that I had cancelled the insurance, but they claimed that they had no record of the exchange. I called AMEX to stop payment, and they settled the dispute with Hertz. I thought the nightmare was over, but a few weeks later, I received another bill from "Hertz Local Edition" for $666.60. I was very frustrated because I had cancelled the insurance, but they refused to believe me. They claimed that I had signed the papers, and there was nothing they could do. I was very upset because I had witnesses and phone records to prove that I had cancelled the insurance.

The worst part of the experience was being lied to by the agent and then Hertz Corporate not even taking a moment to hear my side of the story. They claimed that they had "investigated" and that the agent said I signed the papers, so that was the end of the story. I felt like the customer was always wrong at Hertz, and it was very frustrating. I think that Hertz needs to improve their customer service and listen to their customers. I would not recommend renting a car from Hertz.com because of my bad experience.