Hertz
Reviews and Complaints

My 24 year old son flew from MSP to Dallason 9/10/17. His connecting flight to Lubbock Texas was cancelled. He called me in a panic as he needed to get back to school. I encouraged him to go to Hertz as I have been a gold member for a number of years and I trusted that he would be treated fairly and that his situation would be respected. Instead he was in my opinion exploited by Hertz. He was charged 259.00 for a 5 hour car rental and charged 49.00 for a fuel charge because the agent told him this was the "best deal". My son has never rented a car before and trusted that I knew best by sending him there. Had I been available I would have told him to run from them as he was obviously being take advantage of by Hertz.
I called on 9/11/17 and spoke with a representative who offered me a 10% discount on the rental fee. I asked to takl with a manger and was told one would return my call. I did not receive a call so I called again on 9/12/17. This time I was told that since my son had filled the gas tank that if I could send them the reciept that they would remove the fuel charge. I then asked to talk with a manger. I spoke with a "senior represenative " that was very rude. He told me that they did not have alot of cars in Dallas due to Hurricane Harvey and I did not have a reservation and that basically they can charge whatever they want for a rental. And he told me that my son had signed the contrcat ( rental record number656611126) and essentially it was my problem. I then attempted to contact the CEO of Hertz but could not find any contact information on line. I am requesting a reduction in the car rental fee. It the price was advertised at the Hertz site in Dallas that Rental was as low as 89.00 according to my son. 89.00 seems to be a fair price.

I went to return the car and was surprised to find that they were already closed (early). Left the car but took keys (no drop box) and called customer service. They told me to hold onto the keys until the area manager contacted me. This was a wed. By the weekend I had not heard from him so I mailed the keys on monday. Then a week later I get charged $183 for doing what they told me to do! I will never rent from them or let anyone else I know rent from them either. And now the customer service people are horrible too. When I ask to speak to a supervisor they transfer me to the location that I rented from! The worst company EVER!

When we picked up the car on arrival at Frankfurt Airport on 17 June 2017 (after 22 hour journey, Rental contract 29/0713275) we were asked whether we wanted to register a second driver. Considering the practicality, we agreed, however the agent at the rental desk did not explain the substantial additional cost, but, proceeded to finalise the rental as we had done several times before, without the agent calling out the additional charge.
Within a day, we noticed that the car was defective (noises from rear diff, slow / no gear changes), and we returned the car for replacement after two days.
In the end we were charged almost 30 Euro for petrol even though most of the km driven were related to returning the defective car, and even though we lost 0.5 day of our holiday to mucking about with the car replacement. Really bad form of Hertz that they steadfastly refuse, despite several attemts to refund what we consider unjustified charges under the circumstances.
I raise this as a warning to others - you need to watch Hertz like a hawk or they will fleece you!
Not comfortable to attach email trail to public forum

When we arrived in Charlottetown, Bob and Ethan were getting the luggage so I went in the line to do the car stuff. When she said it was in Bob?s name, I asked her if we could get it all done and he could just sign for as he has never done this before. She said sure. Almost immediately she asked me for a copy of his driver?s license and credit card, so I ran over and got it from him. (Keep in mind the place is packed and the people behind me in line were not too happy?so there was pressure to get this done). So, she scanned some things, got some paperwork together and then said she needed him again. At this point, still no mention of additional fees (which I always decline). So this time, rather than pissing everyone off, we just switched and I waited for the luggage. Still he had to run over to me to ask me questions (e-mail address, etc ? as mentioned, he never does this kind of stuff, I always do). Then he handed me the paperwork to hang on to and we left.

The day we were leaving, I made sure I had everything (plane tickets, car voucher, etc), that is when I noticed it said ?Estimated Additional Charges?. When I asked him, he said it was super packed and he thought that since we already paid $423.10 that they would be deducted from the $600.49 that was on the sheet. When I tried to explain this to the ?manager? she was just rude and couldn?t have cared less.

By no means would we every pay $1, 023.59

Please call me at [protected] if you would like to discuss further

Thank You,
Katherine Maheu

Complaint against an employee at Hertz, Frankfurt am Main, Airport
Hertz Employee Name: DA COSTAL
Date: 9/10/2017
Earlier today, September 10, at 3:00pm, we returned our rental car to the garage at FRA Airport. There was a lot of construction going on at the airport and it took us approximately one hour to find the rental car return, driving through the parking area several times, and being stuck in traffic for a long time. The directing signs to the car rental return were either missing or confusing. Needless to say, we were happy to finally find the HERTZ rental desk in the garage.
After checking in the car, Mr. Costal stated that our gas tank was not full, and if we wanted to go to the gas station to fill up. I told him that had been very difficult and time consuming to find the return for the rental car in the first place and that the directions to the rental return were missing or not well done.
He disagreed and said that the signs were very easy to follow, and repeated again if we wanted to fill up the car near the airport; he was going to show us where. I told him that we were trying to tell him that we did not want to go back up into the traffic again.
At this point, he suddenly flung the receipt at me and it landed at my feet. I was appalled and asked him who he thought he was. He screamed “[censored] You” at me. We left this man who was obviously out of control, in shock and bewilderment.
In short, Mr. Da Costa should not be allowed to be in direct contact with customers. If any of my employees behaved in this manner with our clients, they would be joining the unemployment line in no time. This is even more true for a service-oriented company like HERTZ.

I rented a car at FLL in July 2017. I did not travel on any highways requiring toll payment. However on July 18th when I tried to avoid heavy traffic, I cut over to the beach on the Broad Causeway. I saw a sign that said toll, but there was no place to stop and pay. I contacted Hertz when I got back to my hotel in Broward. The rep told me to call the FLL office and explain; he was sure they would just add the toll to my bill. No answer when I called so I left a message. The next morning the garage attendant told me that, no, I would be charged according to the PlatePass program $4.95 per day. I feel this is an unfair charge. I contacted the city of Bay Harbor to ask how a non-resident of the state can pay the toll. I was told there is no way. http://www.miamiherald.com/news/local/community/article1951693.html I did receive a separate bill for $26.75 for that one toll. Again, unfair charge. I got no help from Bay Harbor, Hertz, or PlatePass when I tried to make it right afterward. There was no place to pay the toll at the time of passage and only residents of Florida can pay it directly to the city. Hertz should work this out.

A Rep from Hertz setup my reservation for 9am today, I asked her do they have any rental car she said YES we have plenty. To my surprise, I get to the location at 9330 Broadway and Demetri Stafford tells me I have to wait, he asked me did I call today I told him no, my appointment was at 9 and you open at 9 how could I call. He indicated I was 6 on the list. If I am 6 on the list and two people in line, why didn't they have a rental car for me. Demetri cane outside assisting a customer and I was on the phone with a Hertz CSR, Destiny, she was very unprofessional.She told me to ask him how long the wait will be since I am 6 on the list for today, he said he didn't know with an attitude and he mummed a smart ___remark, not sure what he said. Then he went inside the building. Hertz CSR Destiny asked me, well what you want me to do then, with an unprofessional attitude, I told her to get me a rental vehicle over here right now. She made a smart ___remark. I can't do that, no empathy at all for what Houstonian have experienced during hurricane Harvey. I lost two cars in the flood last week and was without electricity for a week so I lost all my foods in my refrigerator and freezer now I experience this with Hertz unprofessional staff. These people represent that company with no dignity are class. I have no tolerance at this moment for excuses and error s for a big establishment like Hertz Rental. I will be contacting are resources to report this unprofessional business practices.

On August 22, 2017 at 12:52AM I rented of a prepaid Mid-Size SUV vehicle from Hertz located at the McCarran Intl Airport (LAS) at Las Vegas, NV. I had prepaid $340.46 through Priceline with my United Chace Card, which is partners with Hertz, for this rental.
My United Chace Card benefits include vehicle rental coverage and the terms and conditions clearly state- “Auto Rental Collision Damage Waiver-Decline the rental company's collision insurance and charge the entire rental cost to your Card. Coverage is primary and provides reimbursement up to the actual cash value of the vehicle for theft and collision damage”.
I declined the Hertz coverage, and yet even after I explained to the customer service representative at the counter that I was covered by using my credit card, the Hertz representative was rude and seemed annoyed that I declined the needless additional coverage.
I took a video of both the outside and inside of the vehicle. The inside of the vehicle was filthy and inside the center console was the rental agreement from the previous renter along with his personal information, which I also took a picture of. I was too tired to return to the counter and exchange the car for one that had been cleaned. I instead decided to keep the car and explained to the Hertz attendant as I exited the parking garage that the vehicle had not been cleaned and was able to prove it by the fact that the previous renter’s personal information had been left in the vehicle and handed him the left behind rental agreement. The attended seemed stunned, thanked me, told me that was a fireable offense, and that he was going to let his supervisor know.
Approximately 1:15AM I pulled out of the rental parking garage, made a right onto Gilespie Street, then at the first light made another right onto E. Warm Springs in the direction of S. Las Vegas BLVD, and pulled into the Rebel Convenience Store on the corner of E. Warm Springs and S. Las Vegas BLVD to buy a bottle of water. As I made the left turn in to the Rebel parking lot I noticed a car coming straight at me and the driver of that vehicle was looking out of his driver-side window rather than watching where he was driving. I quickly assessed my options, realized I would not be able to get out of his way, so I simultaneously hit both my breaks and the horn to get his attention, which it did, but it was too late, he hit me head on.
Both the other driver and myself exited our vehicles to assess the damage. His vehicle appeared to have no external damage while the vehicle I was driving had damage to the front bumper.
At approximately 1:15AM I placed a call to 911 Emergency Services at which time I was informed by the 911 dispatch operator that the Las Vegas Metropolitan Police Department (LVMPD) does not report to vehicular accidents that occur on private property unless there is physical injury. (Rebel Convenience Store is considered private property.) I was counseled by the 911 dispatch operator to exchange names, insurance, and contact information with the other driver and notify my insurance company of the accident. The other party involved provided me with his name and a phone number but declined to give me any additional information, he also declined to take my information prior to leaving the scene.
I then placed a call to Hertz Emergency Roadside Assistance at 1:28AM at which time I reached a recording stating something along the lines of, “They were busy with other callers and were unable to take my call at this time and to try back later” before disconnecting the call.
Not knowing what else to do, and it being 1:30 in the morning in a relatively unsafe environment, I assessed what I could see of the damage and decided the damage was not significant enough for me not to be able move the car. I then proceed to drive the car into the closest parking spot so I could take a closer look at the damage and to again try to reach Hertz Emergency Roadside Assistance. As I was taking a closer look at the damage, a young man walked over to me and began a conversation about the accident, I began to fell as if staying there with this man was unsafe and made the decision to drive the car the half block back to the Hertz renal location.
I saw the young man that I had spoken with less than an hour earlier as I pulled into the Hertz return location within the parking garage. I explained what had just happened and handed him the keys to the vehicle. He then assisted me with my bags as we walked back to Hertz rental counter located inside the main building.
Maryann was the Hertz Corporation customer service representative who assisted me once inside, I explained to her what had occurred and filled out a Vehicle Intendent Report. Maryann, after speaking with the on-shift manager, proceeded to let me know that Hertz would not be providing me with another vehicle because I did not obtain a police report. Therefore, I again explained to her that I was informed by the 911 dispatch operator that the Las Vegas Metropolitan Police Department does not report to vehicular accidents that occur on private property unless an individual has been physically injured. I then offered to again call 911 Emergency Services to ask if they could provide me with a log number of my earlier call. Maryann informed me that Hertz would not accept anything other than a police report. I told her, “Well, I guess I’ll just drive the damaged vehicle”. At which she said, “I had already surrender the keys”. Maryann then proceeded to inform me, via her manager, that because I had prepaid for the nine-day Hertz Rental my $340.46 would not be refund nor would my $200 deposit. (I do understand the deposit not being refunded until my Credit Card paid the claim. But to keep my $340.46 was not acceptable.)
So now it is close to 2:00 in the morning, I have no vehicle, and am out $340.46 plus the $200 deposit. I asked her and another employee what options I had and neither had any to offer me. They told me that all the other rental locations were closed but if I, “Walk around I may be able to find a rental company that has an employee cleaning or something and might be able to help me”. She also told me that taking a cab from the renal location would be expensive.
With having no other choice but to walk around hoping to find a rental car company employee, I left. I found no rental location that was open or any stray employees. I did however find a woman who appeared to be an airport employee, I explained my predicament to her, and asked if she had any suggestions as to what I should do. It was this nice woman who let me know that the booths inside are closed but some of the rental companies have employees within the parking garage 24 hours a day.
Once inside the parking garage I dragged my bags up and down various levels from rental location to rental location to location looking for an available rental car at a decent price. One location wanted close to $1000! Thankfully it was EZ Rent-A-Car that provided me with a decadent vehicle at a somewhat reasonable price compared to any of the other rental companies.
It was not until after 3AM when I was finally able to check into my hotel. (Mind you, I live on the East-Coast so it was 6AM for me.) I had planned to check out the next day however the hotels checkout time is 11am and a late checkout was an extra $25 for each additional hour. There was no way I was going to be able to get enough sleep, shower, eat breakfast, make calls to both my Credit Card Company as well as my own personal insurance company to inform them of the accident, and check out all by 11am so I felt I had no other choice but to pay for an additional day. Thankfully my hotel had an available room.
The next day (or rather the same day) I called United my Credit Card Company claims department and the young lady I spoke with was very helpful, very kind, and put my mind at ease with her reassurance that Chace is there to assist me with this issue. She also stated that the manager of Hertz should have known that the Las Vegas Metropolitan Police Department does not respond to vehicular accidents that occur on private property, that it is a common occurrence for individuals to be involved in auto accidents and not obtain a police report and the Hertz manager should have been aware of that fact.
I personal find it both outrages and in very poor judgment that Hertz would treat me, or any customer for that matter, in this fashion. To leave me stranded at the rental location in a city that the Hertz Representative knew full well that I was a visitor in, in the middle of the night, not to mention Hertz also left me stranded without letting me know I could find another renal location within the garage. All because I did not have a police report! Unconscionable and unbelievably rude!

Hertz employees in Antioch Ca., is really bad with customers, had me and my family standing in their office, because they only had 2 chairs, for an hour, before they told us there was no cars available! And to top it off the bathroom is freaking disgusting and filthy
The attendees were rude and very unresponsive to us! Not even a suggestion to have us come back for a reservation. I would not recommend hertz in Antioch Ca!

On 3/27/2017 a car rented from Hertz pulled out of a parking lot into traffic without looking to see if it was safe. It wasn't. Although she was going fast enough to clear my lane if she had kept going; she didn't. She totally straddled my lane and I could not avoid hitting her car. She Immediately took off and I made a U-turn and caught her. She told me it was a Hertz rental and that she didn't have information about insurance. She was in a hurry and would only give me her name and phone number. I gave her my insurance information and I expected to hear from Hertz. I didn't. My car was not safe to drive and it took a week to repair it. Then I went to Hertz and learned that they knew all about the accident and told me to file a claim with their Insurance Company (ESIS). I did and they said they would call me back within 3 days. They didn't. So I called them and they gave me my claim number and told me to call Andrew Rounds at [protected]. I have called that number over 20 times in the past 5 months and left my name, claim number, and phone number, and the only time he called me back was when I called the Hertz legal department and they contacted him with an order him to call me. It didn't help. He said he would have an adjuster call me but he never called.

My reservation #H24047441D6 I am a gold card member #[protected].
I made reservations for a car at the Newton, KS. airport in July for a trip
11Sep 17. Because I'm a pro active guy I called up to check on my rental. I was informed that Hertz is no longer at the airport they are in town. The reservation person tell me that it is a 5 minute walk from the Airport to Hertz at 130 4th St Newton, KS.. Well you had better have wings on your feet because it is miles into town from town...No person at Hertz the courtesy to notify me of the change...That is very poor business...It will be a long time before I use Hertz again...Brad Davis

I rented a car today from Hertz at the Wilmington NC airport while visiting my daughter here. Since my daughter works, she dropped me off a little earlier then my scheduled pick-up time. The lady (Chris) at the counter was extremely rude and asked me the following "if you have a doctors appointment and you show up early, are they going to see you early?" I can understand if they are overly busy that I would have to wait, but the comment was uncalled for and obviously this employee of yours should not work in anything "customer service related". I will never rent another car from your company again and I plan to contact USAA as well, since this is where I booked the reservation through.

I rented a car from Hertz Munich Airport details below. I see an additional day charge on my invoice. I have sent 5 emails to Hertz to remove and refund OR explain this charge, but they have not replied to my satisfaction NOR have they even touched on the additional day charge and reason. They always reply and give info on everything except the additional charges.
-----------------
Invoice No: [protected]
Rental Agreement No: [protected]
Reservation ID: H35113349A0
Voucher/Bill Ref: CA1153387-1
---------------
1. The invoice has breakage charges of EUR 523.0 which I accept and I understand.
2. The invoice also has
2.1) 1 day charges of EUR 143.21 +
2.2) Additional Operator EUR charges of 43.68 +
2.3) VAT charges of EUR 35.51.
I do not understand these 3 charges especially the EUR 143.21 @ 1 day since I had already pre-paid for the car rental, then why am I being charged this additional day.

Please get back to me asap. I have been emailing HERTZ but the response is very very very very bad. I am extremely upset about you not helping me understand and resolve this issue.

- Mazhar

Dears,

About Hertz (and Thryfty) I consider that invoicing 30, 20 EUR for the transmission of informations about a driver suspected of having committed an offense is totally unfair and abusive. These occurs with Hertz Iltaly (Airport Ancona-Falconara).
It takes a couple of seconds for a well-organized company like Hertz to find these datas and there is no evidence that the driver deserves this fine, since it still could be disputed.

D. Hamann

Dear Sir / Madam,
Re: Contrat de location – [protected]

This is a complaint letter concerning my rental in dates: 2017-08-20 to 2017-08-27, contract number: [protected]. My Hertz Gold Plus Rewards membership is [protected].

Upon my return on the 27th August 2017, after a long drive through France, I arrived at the agency PARIS EMILE ZOLA AVIA ST to return the vehicle. I filled the car with diesel at 15:57 and I went to return the keys to the Hertz employee, but he told me that I had to find a car park in the neighbourhood.
I was a bit perplexed about this, but I thought that maybe this was part of the contract. I then drove for half an hour in search of a parking place in a very crowded Paris, until I finally found one a bit far from the agency (80, quai Louis Bleriot).
I walked back to the agency, and meanwhile I took a closer look at the contract, where there is no mention of the fact that customers should look for a parking place themselves, unless they return the car out of the opening hours. When I asked for clarification from the employee, the man replied "Well, you could have come back here". I told him that he never mentioned this, and he insisted saying "Yes, but customers just know it!"

I find it unacceptable that (a) I got asked to find a parking place in the middle of Paris during Hertz opening hours, (b) I was not told that, in case I could not find a parking place, I could have just gone back to the agency and (c) I was treated like an idiot after asking for clarifications about the contractual conditions.

I do hope that you (Hertz) will acknowledge your responsibility for what happened, and that you will propose a partial refund for the present trip.

Best regards,

Giulio Cattarin

Hertz Gold Plus Rewards membership: [protected]

On 08/28/17 went to Hertz to return our rental car. I have always had good personal experiences with Hertz and I also refer most of our customers to Hertz because I work for State Farm Insurance and have worked for the for 32 years. After my incident on 08/28/17 with ADRIANNA IN THE LONG BEACH, CA OFFICE LOCATED ON CHERRY AVENUE I will never do business with Hertz and will never refer our customers to them again. I would feel HORRIBLE if our customers were treated the way I was. I was treated very rudely by ADRIANA and when I called her out on it all she did was smirk ( FIRST TIME SHE CRACKED ANY FACIAL EXPRESSION) and say that was my opinion. I guess good customer service is a thing of the past. It's so amazing that prices of everything are going up, but the customer service received is going way down. BEWARE OF THE CHERRY STREET LONG BEACH, CA OFFICE.

Made reservation as listed below, got to the Marriott village. No Hertz Representative was ther. Called the number listed on the desk and was very rudely told, they were unable to supply a car at that location. When I explained to them I had a confirmation the hertz Respresentative just chuckled and said" oh yeah that just happened to someone else"
VERY disappointed in your service, very thankful for Enterprise as we called them and experienced excellent customer service. I go to orlando often and will never rent a car from hertz. I do plan on writing a review where other travelers can see it.
I am so thankful I did not put my credit card number in

Thanks for Traveling at the Speed of Hertz® Kathy Ludwig
Your Confirmation Number is: H39121299B0
RESERVE ANOTHER MODIFY/ CANCEL RESERVATION BEGIN CHECK-IN
YOUR ITINERARY
Pickup and Return Location
Orlando - Marriott Village Little Lake Bryan
Address
8623 Vineland Avenue
Orlando, FL US 32821
Hours of Operation:
Mon-Sun 8:00AM-12:00PM
Location Type:
Corporate
Phone Number:
[protected]
Fax Number:
[protected]
Driving Instructions
Google Maps
AAA TripTik(R)
NeverLost Online Trip Planning
Pickup Time
Sat, Aug 12, 2017 at 11:00 AM
Return Time
Sun, Aug 13, 2017 at 11:00 AM
Discounts
No Affiliations
Arrival/Flight Information
No Arrival Information
Your Age
25+

Rented a car at the beginig of july for a week everything was fine... Two months later I see a charge for 60 dollars on my account called to find out what it was, said it was a traffic tiolation for a nissan (I rented a toyota) told them that wasnt me and why they still have my card on file after 2 months didnt get an answer. Now 8 days later still havent got my money back, it is illegal what they did took money out of my account for a car that I didnt even rent or in a state I didnt even go too. I will be reporting hertz this is 100 percent illegal what they did and that fact that I still havent got my money back 8 days later is bs. I will never rent from hertz again

On my recent trip in Munich Germany, I was charged 262 euro for damage to the tire/wheel that I did not cause. When receiving the vehicle, the contract said that there was no damage to the vehicle. I was forced to sign this before even seeing the car.

Upon returning the vehicle the individual doing the inspection said that we can go into the office to discuss how to remedy the situation because I absolutely did not leave a scratch on the car. Walking inside, the customer service representative said that I had to wait until we received a letter in the mail and that there was no reason for us to have came up to the office. I have never felt more poorly treated as a customer and was devastated to learn that a company I have used many times before was doing business this way.

I would like all costs associated with the falsely accused damage refunded to my credit card immediately. Please also provide the pre-inspection report for this vehicle and proof that the vehicle has actually been repaired. In addition to the falsely accused damage fee, I am concerned that this bad business practice is going to be passed on to the next customer to receive this vehicle.

I hope that we can resolve this issue. I do like using Hertz both in my business and personal affairs and would want to be reassured that Hertz would make every effort to correct the mistake that was made. I have tried reaching out to Hertz via phone, but the customer service representative forwarded me to billing, who directed me to send an email to customer relations. I have not received any response from customer relations.

Rental Agreement : [protected]

August 27, 2017

I booked a reservation for under 25 driver; based on information shared on affinity relationship (insurance company) surcharge was to be waived and rental discount applied. driver was my son and member under my policy. Hertz licensee refused to accept information and demanded independent proof or membership. Would not accept confirmation from corporate representative or any other solution. So reservation was not honored or fulfilled.

I would like an apology from the licensee for the inconvenience to my family and assurance from Hertz that its policies have changed with respect to reservations - either that licensee will follow policy or that Hertz will disclaim any reservations made with this licensee.