Hertz
Reviews and Complaints

The Upper Darby office needs some customer service classes I reserved a mid size I was given a Kia Sportage which was ok for a wknd rental then I picked up very same day I returned and she tried to switch my mid sz reservation to accommodate her inventory. So In the end I was charged an extra $70 for me to be comfrontable for a wk. I would like to speak with someone

Renter: Dennis F Corby
Time: 9/12/17-9/19/17
At Dulles International Airport
Rental Agreement: [protected]
During our trip we paid many tolls in cash but on 9/13 my brother was with us and had his EASYPASS which we used for the Ben Franklin Bridge. No cash charges are a problem but apparently your transponder overrode his. WE DID NOT WANT YOUR PLATEPASS and did not even know we had it.

We would have refused this car had we known this was attached. We want you to reverse this service and toll charge as we did not know we had it, no one explained this to us and we definitely did not want it.

Please confirm.
Thanks,
Pat Corby
[protected]@dfcorby.com

I had extremely rude representatives, that would disregard any of my complaints and they would leave me on hold for 20-30 minutes when i was calling in to extend the rental. I tried to drop off the car a few times and the office was closed before closing time. When i called ahead to tell them i would make it there right at closing it went to an automated service who told me i was calling the wrong number for the location i wanted. When i asked for pick up or drop off service i was told i would be charged $35 for the car to be picked up from 5 miles away. Drop off service was only available up until 4:30 pm and there would be an additional charge. i rented the care for a little over 3 weeks and was charged for 4 weeks plus 2 additional days. Horrible experience and i will never rent from Hertz again and have told everyone i know not to rent from them.

This rather long note details my truly awful experience with Hertz. If you have similar problems, know that you have avenues to argue misapplied charges. Always pay what you owe, but don’t let Hertz (or anyone) take something they have no right to.

I left a rental vehicle at dealership in Carrollton, TX for pickup on Aug 4, 2017. My call records verified that I called Hertz Carrollton 8 times that day: 4 calls were failed attempts to reach the business; 1 call put me on hold and I had to hang up; the 6th call went through, and we discussed drop-off options; the 7th and 8th calls involved discussing the vehicle's location and where I should leave the keys (with the receptionist; the 8th call resulted from the 7th being dropped). At no point did I receive indication that this was not an acceptable drop-off location.

On Monday, Aug 7, I received a call saying I could drop off the vehicle whenever I liked before the 10th, as that was the last day my insurance was paying for. I called back and was told that it was just a bug in the system, that they had the pick-up information and it would be handled.

Friday, August 11, I received another call asking me to negotiate with the dealership because they refused to release vehicle to Hertz. The dealership informed me that they were happy to give the vehicle back, but because the vehicle had been left on the lot for a week, they were charging a storage fee. Initially, when I called Hertz Carrollton and asked what they wanted me to do, I was told that my account was closed. A few minutes later, I received a call back saying everything was not okay, and I needed to resolve the issue. At no point did I receive a clear answer as to what Hertz expected me to do. I even asked if I was expected to pay the storage fee (admittedly with a curt “it’s not happening”), and I was given a no, however wishy-washy.

From various conversations throughout the month of August with Hertz, the dealership, and my insurance, I’ve heard Hertz Carrollton claim: 1) I never gave them the vehicle drop-off information, 2) they were not “authorized” to pick-up the vehicle because of the storage fee (what this meant has never been explained), and 3) the dealership attempted to illegally hold the vehicle.
Again, I have my call records to confirm that I made those calls and returned the Monday, Aug 7 call. I have the letters from the dealership to Hertz dated August 8th and August 17th warning of impending charges if the vehicle was left. My calls to the dealership also revealed that they had made attempts to get the vehicle picked-up, but Hertz refused. During conversations with Hertz corporate on Aug 23rd, a Hertz employee agreed that: the situation was strange, I had done my due diligence to get the vehicle picked up, and it would be taken care of. However, I received a credit card charge of over $850 at the end of August from Hertz.

The charge came on the 30th of August, and the only communication I received from Hertz regarding the charges was an e-mail invoice on the 5th of September. When I initially saw the charge on my statement (which overcharged my account), I called Hertz corporate to get it removed, and I was told that once settlement with my insurance was reached, it should be refunded to me. Obviously, that was not the case, as the payment from my insurance is listed on the invoice. As a bonus, I received a cheerful e-mail the same day saying that my complaint against the Carrollton location (placed on August 24th during calls with corporate) had been resolved and my account was reconciled (by charging me the fees Hertz didn’t want to pay). Calling corporate, I was told I had to resolve the issue with Carrollton. Calling Carrollton, I again refuted that I had never given the vehicle pick-up information and was told I should be grateful because they had negotiated a lower rate for me. After a heated back and forth, I was placed on hold. When the manager came back, I was only flatly told that Hertz does not pay storage charges. None of my questions received reasonable answer.

The invoice illustrates the practices of Hertz: the initial quote for my insurance for 20 days of rental was roughly $325, but they paid out over $600 for 30 days of rental. Other figures on the invoice, from the even vehicle in mileage of 27000 (the out mileage was exact) to a general “towing” charge of $590, make no sense.

IF YOU HAVE A SIMILAR PROBLEM, DO WHAT I DID: When Hertz refused to refund the charges, I contacted the Better Business Bureau. Through their mediation, I laid a case using the above information to prove that I was not at liable for these charges. Initially, Hertz claimed I had been advised of the charges and that I had liability for the vehicle until it was physically back in the Hertz lot. I responded that I had not been advised of any charges, and I further argued that Hertz Carrollton, not me, was the party who continued to pursue arguing with the dealership for three weeks rather than just picking up the vehicle. That finally got them, and Hertz refunded the $850. The response came from corporate, as response apologized only for the actions of Hertz Carrollton, making it seem my problem had been only with the individual location.

Since it the charge was high, I also disputed with my credit card to get it removed. Because Hertz refunded me through the BBB dispute, I did have to reconcile the provisional refund my credit card company provided at the start of the dispute (basically, the charge was removed, the refund came through, and the initial charge was placed back to my card to even things out to $0).

I also received a $26 toll charge from Hertz, which is funny as I believe I was on a toll road once, and charges should not have amounted to more than $5. Unfortunately, I can’t prove this, and Hertz has records claiming these were my charges. Again, many things on the invoice for the $850 were inaccurate, so I presume they used the same math and logic for the toll charges.

I recently rented a car for 7 days on your online site for a Chevy Impala to be picked up at Honollu Airport. I have bee a Hertz gold card member for over 10 years. The car was for my wife who is helping my mother relocate to California. I called approximately 5 days before her flight which left on Sunday the 9/24 will my initial confirmation # H 40903008B. I explained to your call rep. that I wanted to make sure she got the Chevy Impala. She checked my reservation stating she would make a note for that specific model. There was no mention of any problems with my reservation or my wife as the driver.
When she arrived in Honolulu after her 6 hour flight she was told by a very rude customer service rep. that she couldn't have the car b/c the reservation was made with my credit card, which we share the same account. When others reps tried to help her this rude person told them "no" she has to call her husband to cancel his initial reservation and rebook in her name b/c she's not a gold member.
I subsequently had to call and rebook the reservation while my wife waited over 45 minutes at the Hononlulu hertz counter. My initial fee of $225/week had now been raised to $454.00/week. My new confirmation#H4342689038 was finally accepted. I asked to speak to the Honolulu manager who was very kind and understanding. He stated if he was notified earlier he could could have made the change and waived the increased fee. But, b/c I prepaid with the new booking he couldn't help me except to upgrade the car for my wife. He was professional and a pleasure to work with. However, the rude employee refused to get the manager for my wife to speak to and even prevented his co- workers from notifying the manager.
This individual is a disgrace to your company's image and cost me an extra $229.00 not to mention the inconvenience to my wife after her long flight waiting at your counter. Personally, I am considering cancelling my membership and using another company that holds customer service to a higher standard.
Honest mistakes happen in life that understood. No way on your site that it ask for the driver. Secondly, I called prior to check on the reservation and no one informed of this problem. As a gold member I thought my wife would be covered under my membership. I am disappointed that your have sacrificed profit over customer service.--Sincerely David Haga ([protected]@yahoo.com)

My husband rented a car about three years or more ago my husband went to South Carolina for death in the family he gotten sick and was hospitalized due to renal failure so he was there for a month wasn't able to get car back until month later by then they had issued a repo on the car I went and got car turned it in and paid the balance explained everything and they told me they would handle this with corporate because he would be put on no rent vehicle well I thought this was cleared up but found out on September 23 2017 it wasn't so we are trying to find out how we get this changed we had been renters for years and this was beyond anything we could have prevented I would greatly liked to hear from someone Thanks so much Lori Bodison my husband is Timmie Bodison [protected]) because we prefer to rent from Hertz or at least get this remove in case of emergencies in the future againThank you

On the 12th of Sept. I took my car to repair shop driver from Hertz picked me up. Took me back to Hertz to get a car. Done paperwork and the guy said here is the car the inside of the car had stains all over the seats front and back. I said this car is nasty do you have another one. No we do not, we will have to take you back, well what do I do for a car. I took pics of the car an the maintenance light was on,
I called the insurance co, State Farm ask them, we were on a 3 way call with the manager from the location, she said that I needed to go to Firestone and have the car serviced or bring it back, and then I was extremely mad, I only have Tuesday off. Really I am the customer, I told her that is not my job or responsibility, someone there did not do there job. The insurance lady called Enterprise could not find a car, so I had to keep the car I cleaned the front seats and the windows I was not sitting on that whatever it was in the seats, did not clean the back ones. Then the manager calls me the next day and said she had another car in well did you not hear me that I only have Tuesday off, and I ask can you pick this one up and give me another no, you have to return the other one. The next Tues 9-19 rolls around I just take the car back to them so we do not have issues. They called me a Lyft driver to take me to get my car. The whole incident should not of ever happened period.

Date of incident: 09.22.17
Description: I have not had my car one month and started hearing a noise in one of the tires. The noise sounded like my tire was going flat. I contacted McGeorge Toyota who originally thought it was the wheel barrier but it was not. I take it back to them and it is the actual tire; they stated that it sounds like a belt within the tire is bad. The look to be new tires. We noticed that the car has 3 Bridgestone Tires and 1 Americus Tire (which is the tire that is causing the issue). I had to pay McGeorge Toyota $110.75 diagnostic fee because it is not apart of my warranty. I contacted Hertz Car Sales and spoke to an "Al". Who was very rude and defensive from the start of the conversation. He basically told me that there was nothing that could be done. I asked for someone over him and originally was told he was it but eventually told me that a "Rick" would be contacting me. My tire does not have a nail in the tire nor have I hit the tire on anything. "Al" did not show any compassion or offer a resolution. It does not make sense that there are 3 Bridgestone Tires and 1 Americus tire (off brand).
Resolution: I feel like since I have not had my car a month Hertz should at least offer to have someone look at the tire. I understand if I have a nail or I have hit the tire to damage it but that is not the case. They are not accepting any responsibility. I am upset that I have to pay for a new tire on top of a $110.75 diagnostic fee when I have had the car less than a month.

I was in a really bad car wreck 2 weeks ago that totaled my car. On the day of the wreck I had to go to the hospital and sit for 5 hours while I was there I called Hertz to see anout a rental and was td " yes we have some just call me when your on your way." So at this point I have now called twice to let them know Im coming to get a car and my insurance is paying. I get there exhausted and already hurting and aggervated for the rep to chew on a pen with slober coming out of his mouth and then ask to see my phone to see my insurance information! Then after talking to the other rep twice on the phone and know mention of of a deposit they tell me even though my insurance is paying for the car they still need to put a pending hold on my account for $52.00. I told them as someone in there was complaining that no one had told them about a deposit that they should probably inform people of thst over the phone. I returned the car and they are still holding over $100 from my account and told me it would directly back in my account when in fact today is Friday and they just released it so it wont be back until Monday. I have bills to pay and they are holding my money and blamed it on corporate. This branch needs new customer service reps. When I dropped off the car a man left mad bc of never being told about a deposit either. When I was doing the examination of the car when I brought it back the guy was on the phone and walking around my car that I just bought until I told him that wasn't their car. I was also given the car with half a tabk of gas and being that I just had a bad wreck etc. the last thing that I want to do is have to worry about putting gas in a car I just rented. People rent cars for terrible reasons like car problems or great ones likebyo go on vacation so the rep who we see and meet face to face should try to be as helpful as possible .

Picking up the rental from the Fort Lauderdale airport was fine. I was in Miami from Atlanta to check on my property that had been impacted by hurricane Irma. I chose a cargo van to assist me. I had no issues with the van, it was what I needed to accommodate my needs.
Before returning the van, I filled it with gas as instructed, topping it off at the gas station. I left the gas station and went straight to Fort Lauderdale Airport.
When I pulled up to Hertz for the attendant to inspect the van I began gathering my belongings while he checked the van. When he checked the gas he said that I did not bring the van back full. I told him that I did, that I had just left the gas station. He proceeded to tell me how long he's been doing his job and that I didn't bring the van back full of gas. I repeated myself concerning filling the van with gas. He showed and told me that he was charging me $ 4.46 extra on my bill because the van was not full. He said that I could talk to manager if I chose. He continued to talk about the situation with his Hertz buddy that was standing on the side watching the verbal exchange between he and I.
First of all, don't call me a liar. He continued to say that I didn't fill the tank. It is possible that the vans gauge has an issue which he didn't consider.
Secondly, don't use an automatic accusatory tone with me. He immediately became defensive when I told him that I had just filled the gas tank, reminding me that he has been doing his job for years and that he knew what he was doing.
I'm a Gold Plus Rewards Member with Hertz. I use Hertz cars also for my business. Up until last night I've never had an issue with Hertz, love the programs and love not dealing with a lot of fuss at the counter, but I will not deal with being mistreated by an Hertz employee because he feels he's God, that he's never wrong, and engages in off-side conversation about me with a buddy in my presence. How rude?
I have worked in television more years than he has worked at Hertz, but would not dare treat my clients the way this gentleman treated me last night. No one is always right, you have to learn to bend, especially if you want to keep A list clients. I will not speak to a Hertz manager but intend to take this issue to another level.

Saundra Ponds

Confirmation No. [protected] for a standard medium car on 09/15/2017. The location person in charge did not have a rental car for me at the time of pickup. He was rude and non-courteous, stopping abruptly my conversation and not willing to help me at all. I had vacation plans and time is essential for everything. I needed to be at Sacramento at certain time and this guys was offering no help at all until I suggested him to get me another car from another location. He said it was going to take 2 hours at least, to get another car. I ended up out on the street without a rental car. So annoying experience with hertz.

My names Brittney Francisco, my husband Joshua Helton rented a car from you guys last month. Well during that rental he ended up getting arrested and the car was towed. So I did the right thing and called and let you guys know were it was and what not. Now here is my problem. When renting this car we were told because I'm his wife he didn't need to put me down as a driver. But EVERYTHING I own was in the car we were in the process of moving . As it is I don't own much but what I do ment a lot. I've been fighting with the airport to get my things but because I'm not listed on the rental they are refusing . I understand your policy I do. But see my lab top all my clothes and my phone are in the car. 

      I have been sick due to stress I mean that day I loose my husband my dog and then get told I have no right to mine and My husband's belongings. I'm really just begging for someone to have a heart and help me out . If it wasn't for the fact I had morning sickness I would have been with him . I've already lost so much I'm begging you guys to give me back my belongings . Please... 

Brittney Nicole Francisco 

[protected] 

[protected]@gmail  

RENTERS NAME: Joshua M Helton 

RENTAL NUMBER: [protected] 

GOLD PLUS REWARDS NUMBER: [protected] 

Email on file : [protected]@gmail 

NUMBER on file : [protected] and [protected] 

My daughter landed at the Dallas/Fort Worth airport and rented a car from Hertz. She drove 10 to 15 mins away from the airport and the car quit. She was able to pull off the exit and called the company for assistance. Instead of Hertz bring her a car. They told her to try and drive the car back. The car had QUIT! Then they told her they would have a tow truck come for the car. She has been waiting 3 HOURS FOR A TOW TRUCK. LOUSY CUSTOMER SERVICE. YOU ARE PLACING HER SAFETY AT RISK!

I had a 2 week rental in Germany. I dropped the car at 8am and had prepaid in full. Then they charged a slightly different amount AND added an extra day indicating a late return with a 10am dropoff. They also indicated that I added a scratch to the car. I was able to find the paperwork by the original rental agent showing the scratch on the paperwork to get that voided. They refused to credit back the extra day when I emailed them. Then I realized that my flight was at 10:10am - clearly I couldn't have dropped it at 10AM. I again complained via their website and they finally emailed back saying they would credit it back. BE AWARE - Hertz is a scam-loaded company!

I recently rented a vehicle through my insurance company due to flood damage to my vehicle from Hurricane Harvey.

Upon accepting the rental, I also accepted the additional PDW charge of $12.99 per day. When I decided after a couple days that I did not need this extra coverage, I was told that I needed to go into the location office and sign a form to have the PDW removed.

I was not offered a copy of the sheet that I had to sign, requesting this extra charge be removed.

Then, upon returning the car, I was not even given a copy of the receipt for the charges I incurred for this PDW charge.

I called and spoke with the branch manager twice about these charges; first to dispute the charges for "per day" versus "per time period", as well as not being given a receipt. A receipt was finally emailed, however, the days charged were not as I thought; 5 vs. 4. Had I been given a copy of this form when I came in to remove the PDW charges, I would not have had to call the branch manager back explaining this. Nor would she have had to hang up on me!

We have used this Hertz rental location many times and have dropped much in rentals as well as "purchases" of Hertz through their car sales program; 3 to be exact.

Not at all what I was expected from the rental size of this whole ordeal.

Sincerely,

Mrs. Hollis Manaker

Hello,

As I mentioned this Hertz rental car was booked on the Hertz US website for which I received a quote - $894.00. When we arrived at the Hertz in Cabo San Lucas they jacked the price to $1, 536.32. Due to the language barrier I was not in a position to argue. Then they charged me an additional amount of
$1, 534.17 for the deposit, which should of been returned 10 days after the car was returned. The deposit was on one card and the charge was on a different card. I wanted the 10 days no refund. I called Well's Fargo credit card, they sent out a letter to Hertz in Cabo San Lucas and gave them 30 days to respond. No response from Hertz so Well's Fargo gave me a temporary credit of $1, 534.17 back on my card. Then Well's Fargo sent out another letter to Hertz asking for the $1, 534.17 back. Hertz replied and said there was damage to the vehicle in the exact amount of $1, 534.17. I asked Wells Fargo to get the damage report/photos from Hertz and they said there was no damage, but the reason now for not returning the refund we had the vehicle longer that we should of. Which was not true, so I had to send proof to Wells Fargo that the vehicle was rented for the exact days that I originally had rented it for. Hertz took back the deposit and let Hertz keep the money. I filed another continuation dispute with Wells Fargo and asked them again to reach out to Hertz as to why they are keeping my deposit. Now the 3rd excuse was Hertz in Cabo San Lucas is an independent contractor from the Hertz in the US and has no affiliation with Hertz in the US and the charge now for the 14 days for the rental was $3, 070.49. Wells Fargo said since this Hertz location is not in the US they can charge whatever amount they want. I called Hertz in the US where I booked the original reservation and they stated I have no recourse with them, but I was able to obtain the US from the Hertz US website stating how much I was charged which was $1, 536.32. Question: where is the deposit amount of: $1, 534.17.

So frustrated!

I had a most unsatisfactory rental with Hertz in Ireland. I had reserved a car H33003330C3 on line including GPS at a cost of 528 euros. Upon arrival I elected to add insurance including tyre coverage. Hertz did not have a GPS vehicle available and charged me a 250 euro upgrade. Also during use, I had a Hertz vendor replace a tyre en route because a nail had punctured the sidewall. That cost 280 euro in cash. After that, the 'Add Blue' came on and I had to add 'Add Blue' twice at an additional cost of 28 euros. When I returned the vehicle, the Hertz agent said he could not issue credits as detailed and that I would have to go into the airport. Your service there is not in the departing section and was not available in space of time to me.
I believe I am entitled to a return of the 250E upcharge I had not requested, a return of the 280E in cash demanded for by your agent for tyre repair and the Add Blue costs.

I rent a car as my car involved in accident and at body shop. I have my own insurance and deductible coveredthrough insurance company. Hertz charged me $ 191 for dedudctible protection plan which i even donot needit. plus the copy of agreement they gave me does not have initial on it. When i went to their shop and try to explain my issue. Hertz is insisting that this service is offered and is accepted by me. which is not true. please help me out

I rented a car in Belfast airport on 3 September, returning it on 8 September. When I got it, the rental record ([protected]) showed a cost of £125.60, taking into account the voucher I had of £102. Since we were adding a driver, this seemed reasonable, and we were buying petrol for £48.60 so that all seemed OK with the VAT and the other charges.
Imagine my surprise therefore when they charged my credit card £233.46. This bill was totally wrong. The petrol was charged at £126.03 - no idea where that came from. Also the taxes had gone up from £29 to £55.
I phoned, emailed several times, wrote a complaint. They did not reply to anything.
I would like to be charged the correct amount and for the money to be returned to my credit card.

I received horrible service from the Hertz shop on Essington Avenue! They did not put me in the car I should have been in and the service was HORRIBLE! I have attempted to call several numbers to file a complaint against that Hertz location! I had to call the insurance company back to call them to assist with attempting to handle the situation. However, once I called back they gave me totally different information than the insurance rep at Statefarm. I am EXTREMELY frustrated and will NEVER use Hertz services again. This has been a horrible experience. Dan is the manager there and the rude rep was Raven. She refused to give me the area manager's contact information.