Hertz
Reviews and Complaints

Dublin Airport - Hertz return - August 5, 2017
When I returned a car the Hertz agent found a (nonexistent) microscopic scratch on the back of the car - driver side - I argued that at the most it was a faded paint given the weather in Ireland (rain/sun/cold) and the age of the car, a Seat MII which is very economical and not well built.
Instead, the agent charged me 150 euro and I refused to sign the authorization. I told her that I saw no damage -
Later on I received an e-mail with the photos claiming a scratch also in the lower part of the car in the same area. This was not claimed before because was not a scratch but only dirt.
I reiterated the fact that I did not do any damage. Also, as everybody knows, scratches etc occur in Ireland on the other side of the car on the passenger side because of narrow rods and driving on the left side. I refused to sign because I took care of the car. When they asked me whether I inspected the car when I rented I told them that the garage inside the terminal has no lights and at 5 am it is impossible to have a careful inspection and detect microscopic damages. Therefore, I have to take their words that the car is ok... but they do not want to take mine. As a Gold member... I believe that I deserve some respect. Also to note that the contract in Euro received by Hertz was Euro 486 and in Dublin became Euro 491! Best regards

I recently had to cancel a reservation on a hertz vehicle. I was told by the agent on the phone that there is a $100 cancellation fee because I prepaid for the car that was recently instituted.

As a gold member, I am absolutely appalled by notifying the customer after the fact that this change was going to take place. I am not used to doing business in this fashion. You have lost a customer today. I will not be dealing with Hertz in the future.

A very frustrated former customer.

Michael King

State Farm rented me a vehicle from Kingston hertz .The vehicle is stained with bird poop throughout the whole car in addition to not being cleaned prior to picking up. This is disgraceful. Vehicle 01897/2162766 Toyota. I've used hertz many times over the years and never had such a bad experience. My car is still in the shop being repaired. I am in a lot of pain from accident where driver had no brakes. The service in Kingston is what to be desired. AP

Submitting a detailed letter to: Hertz Customer Care Service, 999 Vanderbuilt Beach Road, Naples, FL regarding the unnecessary LDW Charge that was charged for the rental car agreement initiated by State Farm Insurance Company on 7-21-17 at the above listed location. When questioned by State Farm on 8-2-17, tried to cancel LDW over the phone told no

My wife and mother have rented from the Hertz in Palestine Texas approximately 10 to 15 times in the last 6 months. On August 3rd they had a car reserved. They were told that no car was available, even though they reserved it 2 days prior. It was reserved for 10 am pick up. They finally called at 3 pm and said that theu had a car. They went to pick up the car and at 3:15 had a blowout on the tire. They have AAA & AARP with roadside assistance. They called the Hertz corporate office and were told that Hertz would have the car towed and a tire put on at company expense. The next day there is a pending charge on their debit card for $196.00. That was the cost of the tow and the tire. When they told the INCOMPETENT people at the Palestine office, they said oh well and that they were going to be charged. The so-called manager at that branch is never in the office. She only does this because the space that the rental place is in is in her family's paint and body shop. We will fight this to the end. We are not afraid to get attorneys involved. Right is right! You can't have a successful business by lying and mistreating your customers. NEVER RENT FROM HERTZ!

On 8/3/17 at Hertz's car rental in Memphis TN (2734 S Mendenhal) at 4pm Anitra Clark (wife and children) was greeted very kindly by Ricky Norman (manager). As she gave him the confirmation number. He replied..Sorry were out of full size cars and plus this rsv was for 8/2/17. She replied ok. Then she calls me(Darrell) on the phone. The wrong confirmation number was giving to Mr Norman. As she present the correct confirmation #..His reply was WE STILL DONT HAVE ANY FULL SIZE CARS, WHAT DO YOU WANT ME TO DO. My wife stepped away from the front desk in fear because of tone in his voice and called me on her cell phone. I then ask Mr Norman from her phone, what was the problem because my wife called me in tears. Mr Norman said our options was a compact car at (FULL SIZE) price or any upgrade we would have to pay more. Our confirmation # was for a full size car and that's what we were expecting and ONLY prepared to do. Hertz lack of preparation has cause our family vacation to be delayed. This is unacceptable and a lack of integrity on behalf of this company. (THIS WAS AN EMBARRASSMENT TO MY FAMILY AND A VERY SHAMEFUL ACT) He didn't conduct himself in a professional manner so she left in fear. PLEASE call Darrell at [protected] or [protected]. This problem must be resolve because hertz is my #1 rental car company and ill be DAMN IF I let an unprofessional manager turn my business to Avis. If this problem isn't address then I will take my business to Avis..that will give me better service!

Hello there! This is Javon Eldridge. I rented a car, from the Fort Wayne location. I never received a bill. But they overcharged my card. I have proof that the car was returned the day before. You can call me at [protected]. It was July 3, 2017. Hertz Rental car. I was charged 60.00 more than rental should have been. I've called the 800 number at least twice

The worst rental car in the United States, with reservation, the car rental at the Gaylord hotel, said that I did not have a car and I had nothing to do, I called the customer service center, who asked to go to the MCO, I took an hour with traffic, Arriving on the Hetz B side, supervisor Sam, along with the attendants said they would not rent and that I would have to go back to Gaylord and solve the problem, I said that I would call 911, they did not believe it, and they only gave in to the car by the call And Excellent service from local police. Even though I'm a Gold Client, I'm Stress.08/02/2017

To whom it may concern,

Let me begin with the fact that I have already spoken to a customer service agent on Aug. 2 who switched me over, via my request, to her manager about my situation. If I knew how to go to someone in the corporate offices I would bypass those who refuse to do nothing more than compensation of 2 days of what occurred on July 8. I am disappointed that Hertz representatives refused to credit me in full. The whole experience was a nightmare.

I'm sure there is documentation of transactions & phone calls but I will once again explain why my husband & I lost vacation time: we rented a car at Orlando International Airport on July 6. We drove to Celebration, FL, for the first leg of our trip. That is where the car wouldn't start on July 7 & July 8. It was replaced by another car at the same Hertz we began. On July 9th we switched out our car for another due to the fact that the initial one broke down. It was the second car that we turned in at Cape Canaveral.

On July 6, we drove the rental to the resort we stayed in. In the early evening on July 7 the car failed to start. As I recall we waited less than a half hour as predicted. The tow truck driver got the car started two times but on the third attempt it didn't. We hoped that we'd have better luck on the following morning but again it failed to start. Once again we spoke to reps several times & we followed their instructions to wait outside. The first one we spoke said the tow truck would arrive within a half hour. When it didn't show up we called again only to be told it would be there within another hour. I made another call when it didn't show & was told to wait outside (in the rain) for another half-hour. Finally the man arrived with his truck within that time frame without a replacement car. It seemed like the sensible means in which to handle the situation but I was told by the reps that there weren't enough people to do that. Incredulous! Now we were instructed to get a taxi back to the airport. I was in tears once again when the tow truck driver was kind enough to transport us personally to the Hertz yard. Since we were a liability we parked across the street & he made a phone call to Hertz in which a man said he'd get a cab for us. But we had to be somewhere that had an address & that is when he dropped us off at a corner gas station/market. The cab driver charged us $30 for what was maybe a couple of miles. We gave him a tip & were ready to explode by the time we got to the Hertz counter. I wasn't convinced that the rep we spoke with the manager on duty. During the transaction I saw a man I suspected to be that person. She questioned how long we had already dealt with our problem. When my husband said that a day of our vacation was ruined I interjected that it was 1 1/2 days. I feel she was calling one of us a liar when she said with a deadpan look, "which is it? A day or a day & a half?"

We let her know that we felt the full amount of rental should be waived. Ultimately she took off 2 days. That is why I am filing my complaint.

Meanwhile I have relayed our story to anyone who would listen to people we met during our cruise. In addition, we've done the same with friends & family upon our return. We will continue to spread the word. Never will we use Hertz again.

Thank you for reading my complaint. If there are questions, please contact me at [protected]@aol.com or [protected].

Linda Pullen
RR [protected]

Rental Record Number: [protected]
Reservation Number: H37148145C3
Rental Date/Time: July 26, 09:03 am
Return Data/Time: July 29, 09:25 am (arrived at return location at 08:55 am)
Rental City: Upper Darby, PA 19082
Vehicle Type: 2016

July 29, 2017

Dear Customer Care Service,
I tried to return the car at Upper Darby - Marshall Road HLE, PA on July 29 at 08:55 am, but nobody was in the office and also the parking lot was closed. I was waiting about half an hour. One of your staff, named Ian Wilson, came to me at 09:25 am and he said he was also waiting for his manager who got the key. I did not want to spend my precious time anymore and gave him the car key.
I did not receive the receipt via on line yet. Is Hertz really committed to providing customers with the highest level of service? I have always enjoyed your services as a Gold Plus member, but was really disappointed about your branch's service. Can you restore my faith in worldwide company?
Regards,
Young Park
Gold Plus member #[protected]
[protected]@gmail.com

Hi i had a reservation with hertz in Brooklyn at the Atlantic ave location There is a Lady manager there that was so nasty, I am 22 years old i booked a car for the month i had AAA ID for verification she told me that she cant give me bigger than a midsize car because i am under 25 although i booked and paid for a premium size car, I am never going to use hertz again.

I was charged a cleaning fee on May 30th for excessive pet hair. However, I did not have any pets inside the rental at all. I requested picture proof of the fur and was promised them. The district manager told me she would directly text me the pictures the same day. I did not receive anything and continued to call her on May 31st, June 1st, and June 12th. I left messages and never got a returned call. I spoke to the rental location, requesting for an email to be sent out and to CC me about this issue. However, that never happened. Because I was not getting any solutions to my issue and the district manager was avoiding me, I called my bank to dispute the charges. My bank finally got back to me today and told me they have no authority over cleaning fees and that I will have to resolve the issue myself with Hertz. I called the district manager again today and she finally picked up. She directed me to go to the location to get picture proof where I talked to a Hertz employee there. That employee informed me that there are no photos on file. I was then directed to talk to the Bill Department in which they told me to speak to the location I had just came from.

I am highly upset that I am getting bounced back and forth. Now the district manager is once again ignoring my calls. All I ask for is picture proof of this pet fur they are referring to in which they took care of it themselves by charging me $200. After this false allegation, failing to provide me proof, and now avoiding me any customer support, this is fraud.

Please understand why I am extremely upset.It has been 2 months of calling and me having to physically drive to the location but still nothing is resolved. It is impossible to track down the district manager because she goes from location to location. This is my last attempt in resolving this issue privately so please email me back asap.

I rented a car in Dublin in June. When returning the car the area where car was picked up was closed with a sign to return the car to the terminal. At the terminal kiosk just has a sign to leave the car and go to the rental desk in the terminal. After I had left the country I get an email with a "Rental Vehicle Incident Report" with bogus claims of damages etc to the car with a charge of Euro 700. There were no incidences while I had the car and the car was return in same condition as picked up. I now suspect this is part of a fraudulent scheme to force people to drop off their cars with no attendees and then add bogus charges after people have already left the country.

Called hertz for rental car with my union bctgm card #[protected]
with a cdp# to rent a car on july 20th at 8 am untill july 23rd
12pm paid over phone 191.45. When i returned car at islip airport the employer informed me of a bill for over 700 dollars outraged at this for i paid the 191.45. They showed me the computer copy but i did everything on phone i believe the employer christine wrote it up wrong on the pc. I hope i can resolve this matter in good faith
thanks william connolly

First I'm in Canada.

I was in a car accident and through my auto insurance I recieved a rental from Hertz. I do not know which location. I have to say that I am completely 100% unsatisfied with the vehicle that was sent to me. It's a 2016 Toyota Corolla 24500 kms on it. I specifically asked for a decent vehicle and I get a scratched dirty, very dirty inside vehicle. Not sure about you, but I would be embarrassed by someone representing my company like that. I would like an immediate response as to howhat this can be rectified!

Invoice # H91245475
202882

They charged be $50 to cancel my reservations. Bookedthru Hertz again thru Hotwire. Poor customer service. Hertz confirmation #
H3364625012. The customer service said she would provide a full refund. Transferred me all around while waiting to speak to a customer service manager. Cancelled in plenty of time. I gave plenty of notice. I am requesting a refund of the $50.00. It does not clearly state anywhere about the $50 cancellation fee. It is a poor practice and not being honest with your customer of the terms and conditions.

I reserved a car at a location near my home today and they didn't come to pick me up as planned. They told me to take Lyft and they would reimburse me. I did that only to get there 10 min later to be told they had no cars. I was not reimbursed for the Lyft and had to take another Lyft to the airport instead of having a rental car. Now I lost a day on my rental and have to get a car from a different location. They want me to pay more money at the other location for less rental days and will not honor the price even though I had a reservation. That means I will be out of an additional $100+ and literally paying almost double what I was originally supposed to pay. They refuse to give me the same rate even though it was their fault for this inconvenience! This is a corporate account and I will be notifying my company of this and hope to never do business with them again! I asked to speak to a manager and was put on hold and they would come back and you can hear them laughing in the background and then put me back on hold. This is beyond unprofessional!

I had a very disappointing experience with Hertz Kiosk Manager "Jenny" in Tulsa International Airport. Very unprofessional that lead me to ask her not to interrupt my conversation with the customer rep. The customer rep was very helpful. Jenny, when asked about the new process on debit card transactions could not explain the company's protocol...other than this is what Hertz wants. Jenny, even called security and lied, stating that I was verbally abusive. I did not act in this fashion. I will contact corporate and discuss this issue. I have been a five star customer for a long time. I returned from a deployment of 8 month and processes have change. But, I do not need Jenny's disrespectfull attitude. She should be fired. Hertz does not need a managers that tells customers that she is not renting to them and leaves my new born daughter and wife with no other option to drive out the airport. All rental companies in Tulsa Airport had no rentals available. I ended taking a taxi. I am in the process of submitting a formal complaint to Hertz's leadership/corporate management. I request a formal investigation. Furthermore, the customer rep inside the airport did not even want to talk to Jenny because her form of treating coworkers and the customer rep at the kiosk was even scared of Jenny's attitude. I will bring this up to the Defense Travel Arrangements Office and the Hertz Corporate Headquarters in Estero, Florida.

I will initiate a formal complaint with the Department of Defense

Prior to the trip.
We viewed different options of vehicles available and although a more expensive option, we booked a convertible vehicle with the dream of driving in the USA and enjoying the motoring experience.
After booking, you can imagine the excitement and we talked about what experiences we may have in our forthcoming trip.

We booked our holiday as a trip of a lifetime as we knew that we would only do this trip once and wanted to make the most of the time and opportunities.

Arrival at Nashville car hire desk
We had booked to pick up our car at 11:00 on Sunday 27th May as we had flown into Nashville landing at 23:00 and when we tried to book a car for this time, we were told it was not possible.

We arrived at the Airport at 10:50 having taken a taxi in from our hotel.
We queued and waited for the next available counter assistant.
When they were available, we handed over our booking information and we were told that there wasn't a convertible available and we would have to take an alternative car.
As you can imagine we had been excited about the new experience we were looking forward to and now we were being told, without an apology, that this wasn't possible.
We asked if we could speak to a Manager and we were told that they were over in the hire terminal and were not available at this time.
We said we would wait and asked if the assistant could try again.
The assistant said that the Manager was dealing with something and would be available shortly.
Therefore, we waited.
After 10 minutes we asked the assistant what was happening, she made a call on her phone and after this she said that the convertible that we were due to take had come in but was brought in on a wrecker so was not available. This we found out later was not true and was just a lie to try to make us take the alternative option.
We still insisted that we see a Manager and discuss this further.
The assistant made another call on her cell phone and after the call informed us that the Manager had 'upgraded' us to an executive car that was available straightaway.
We thanked her but said we still wanted to speak to the Manager who we were told was Stephen or Steven?
All the time we were talking to the assistant, she seemed to be uninterested in our situation and seemed unwell.
At 11:40, Stephen turned up and asked us to update him on the situation again which we did.
Stephen was very positive and seemed to understand our situation.
He explained and showed us via the computer screen that there were two convertibles due back in to the site around 12:00 to 13:00. He did inform us that sometimes the returns don't happen as scheduled but he was confident that a convertible would be back soon.
We discussed how we would get hold of the convertible and we came to the agreement that we would change our plans for the day; we were planning to drive out and spend the day exploring. We agreed that we would go back to the hotel in the substitute car, leave the car there with the valet service and we would then walk into Nashville to have a look around and when the convertible was back it would be cleaned and brought to the hotel where the cars would be swapped.
We accepted this and took it that Stephen would be true to his word. I gave Stephen my cell phone number so if there were any problems he could call me to discuss.
We collected the substitute car and drove to our hotel.
We booked the car in with the valet (a cost of $28).
We talked through the situation with the hotel front desk and valet Assistant; we gave them my cell phone number and asked them to call me when the cars had been switched over.
I received no calls that day.
We returned to the hotel to find nothing had been changed, a total let down and disappointment.
The next day we were setting off early to drive to Pigeon Forge and Dolly world.
On the journey down, we call the Thrifty help line number and had the following experiences: -
• The operator hung up on us
• The operator refused to take our cell number to call us back (apparently not in your policy)
• The operator transferred us to the emergency help line whose first question was “are you safe”.
• The Emergency help line person took our details and history and said he would call us back once he had sorted out the situation
We spent a lot of time trying to get a resolution via the phone but this only added to our frustration and cost a considerable amount of money using my UK phone to make calls.
After trying for some time, we gave up and set about enjoying our day in Pigeon Forge.
The next day we were driving to Memphis and on the journey tried several times to resolve the issue via the cell phone again but experienced the same frustrations.

We gave up on the idea of having a convertible for our holiday and got on with making the most of the time we had.

On our return to the airport
We returned the car to the Airport on Friday 2nd June at 18:15; we were due to drop the car off at 20:00.
When we returned the car, we handed over the keys and the agent checked the fuel and the car and informed us that everything was OK.
We left and took the hotel shuttle bus to our airport hotel we had booked as we had a 06:00 flight out the next morning so we knew that we would have to be up at 03:00 to be at the airport for 04:00 check in.
When we got back to the hotel, we took the hotel shuttle into Nashville to get something to eat early so we would be back at the hotel by 21:00.
On the way to Nashville, we realised that we had left our jackets in the back of the hire car.
We called the helpline and the agent informed us that we needed to go on line and register our lost items on the website.
I explained to the agent that I was traveling on a shuttle into Nashville and was unable to get on line and it would be better if he or I could contact the Airport hire desk to get them to collect the jackets from the car as it was under an hour since we left the car. The person was unhelpful and repetitive saying I should go onto the website and register the lost jackets with full knowledge that I was unable to gain access to the internet as I was on a shuttle bus at the time. I stopped the call.
I then rang the hotel front desk and asked if they would be able to get their shuttle bus driver to go to the hire desk and get our jackets as they should have been handed in to the lost property department and this was still within an hour of us leaving the car.
Anson from the from desk agreed and asked me to call him back in 30 minutes.
We were happy that the hotel would do this for us and felt confident that we would get our jackets back.
I called Anson back and he said that the hire desk told him that they couldn't give the jackets to him as they were not his property but if he could get a description from us they would let him have the jackets.
Anson was back at the hotel by this time so I gave him a full description of the jackets and he again said he would go back to the hire desk and collect our jackets and asked if we called him back in 30 minutes.
By this time we were in a restaurant and had ordered our food.
I called Anson back before we received our main course at the restaurant and he told me that he had not been able to get the jackets. The hire desk had told him that the car had been rehired and had gone out so the jackets would be in the back of the car and we would have to wait until the car returned.
At this point, we were very angry and upset.
We decided to leave our food and go back to the hotel and get the hotel shuttle bus over to the airport as we could not believe the jackets would not have been handed in.
We arrived at the airport around 21:30 and went straight to the hire desk.
The girl who had served us in the first instance when we picked up the car was on the desk and as soon as she saw us, she left the desk and went into the back office.
A few minutes later, you appeared and asked what the problem was.
We explained about the jackets, which you said you felt confident that the jackets would still be here so we would deal with these after we had explained the history behind this dreadful hire experience.
With you, we then spent the next 2 hours looking around all of the specific areas where the jackets could have possibly been left. This included the lost property box, the offices, the hire desk in the car parks, everywhere possible.
We eventually found the car we have used on one of the parking levels but there were no jackets inside.
We spent more time searching various areas but without success.
We then asked if we could report the incident and theft to the local police.
You said the normal process was to register the lost items on your website but we insisted that we contact the police and raise an incident number.
You drove us to the airport police depot where we spoke with Officer William D. Hodge who gave us a case number [protected] registered at 23:42.
We then went back to the airport and waited for our shuttle bus back to the hotel.
We arrived back at the hotel at 00:30. We had booked the hotel shuttle bus for 03:15 so we were only able to get an hours sleep.

Your help and support at the airport was exemplary. You gave us your time and tried to resolve the situation as best you could but unsuccessfully.

Since returning to the UK, I sent an e-mail to yourself to check the e-mail address you gave me on the 5th June to which you replied on the 9th June.
I have sent a reply to this e-mail on the 10th June but have not received a response and have subsequently been "fobbed off" by several customer service advisor who thanked me for my feedback and assured me steps would be taken to use our experience to put things right...

This whole experience has been a disaster throughout and we would like to know what Hertz intend to do to compensate us for not only the appalling service that we have received but the blatant lies given to us about the cars, the frightening theft of property by one of your employees which still hasn't been investigated even though you have CCTV available, the time and money we have wasted trying to get some sensible feedback on the debacle that is your business.

Rented Vehicle from them May 10/2017. Hertz me to rent larger vehicle than I wanted to, did not have small economy car I ask to rent.
When I picked vehicle up did walk around, scratches on back bumper, girl said wear & tear would not be charge for this. Could not see any other damage.
Had vehicle for a week, no damage done to it during this time, returned it May 17/2917. Did walk around with employee could not see any damage. Girl said Vehicle looked good.
Received letter June 15/2017 from Hertz, said I owed them $320.00 for damage done to windshield. Said I gave them wrong email address, not true they typed it in wrong. Not paying for this feel that there was not any damage done by me to windshield.
You would not be able to see this with out the reflection of a flash from a camera. Same walk around that we did at first inpection. Dark lite in garage.
Sent letter to me saying that I could not rent from them if I did not pay bill. Sent letter back to Hertz saying that I was not paying this and I did not want to rent from them again after this happen.
Hertz called me on July 18/2017 said they were going to send this bill to collection agency if I did not pay it, told them I was not paying it because I did not damage the windshield.
Now I think this is why they gave me this vehicle, had license plates from BC on it. Was driven across Canada. Could not see damage unless you had camera. See pictures below. Will not pay bill it is wear and tear damage. Look at the pictures and nothing hit the windshield while I was driving it.
Al Smith