Hertz
Reviews and Complaints

We rented a car from Hertz through united.com. Due to weather, our flight was cancelled. My husband called to redo our rental car. The agent then told him that our car cost much more than originally told. We wanted to keep the car, but cancel it for the first day because of flight being cancelled. Agent told him they couldn't just cancel the first night, that the whole rental agreement had to be cancelled and start over with new rental. The agent was very ride to my husband and hung up on him. Our flight was out of Killeen, Texas, flying to Portland, Maine, picking up car at Portland.my husband tried to explain to her we wanted to keep the car but just cancel it for the first night. My husband finally told her to cancel the whole thing since she was being so unreasonable. The agent then said, fine, it's cancelled, then proceeded to hang up on him. We will not be using Hertz rental car again. That's no way to treat a customer.

My wife and I had a very unfortunate start to our holiday in Morocco while procuring our Hertz rental car at the Casablanca airport (May 1st, 2017). We proceeded straight for the Hertz booth after immigration. Although the rental had been prepaid and we had our own insurance we still got the “hard sell” treatment on Hertz insurance (but that wasn’t completely unexpected).

At the Hertz parking area the attendant pulled a Fiat Panda out and performed an inspection. He then told us that the paper work was for the wrong car and he would have to get the correct papers from the office. We took the opportunity to mention that we would prefer the Hyundai i10 that was listed on our confirmation. (One was parked 5m away.) In retrospect that must have been our undoing since he immediately turned the car off where it sat, locked it and pocketed the key. Turning to us he said, if you want another car you will have to go back to the office. Recalling how crowded it was, and considering the distance, we immediately said we would take the Fiat. He headed off to take care of someone else anyway and proceeded to process several more customers while we waited.

Having been awake for the last 24 hours traveling, we were slow to realize that we must have made him mad without realizing it. I went over to him and apologized for whatever we may have said or done but that gesture had no effect as he continued to process several more customers.

I then went back to the Terminal to change money, buy a SIM card and go to the washroom. It was going to take quite a while so my wife and I felt sure that he would be finished punishing us and the car would be loaded and ready to go when I got back. Returning, I found her still waiting beside the locked car. Apparently he had refused to help her without the piece of paper he had already given to us and I had put in my wallet. So I got the paper out and my wife took it over to him but he proceeded to process several more customers as they arrived. At this point we were covering in the shade of the car trying to consider our options and salvage our vacation. We began to realize that the situation had morphed into some kind of sick game where we were the entertainment. The afternoon we had planned in Marrakesh was gone and we were worried that we wouldn’t get to our prepaid Riad (hotel) before dark.

Suddenly a second attendant appeared with a look of pity on his face and intervened on our behalf. We finally got the keys and, on a parting note, were told that if we brought the car back before they opened they would have to take the entire 1400 USD pre-authorized deposit, even if there was only one scratch. We have done a lot of traveling but have never been so intimidated and humiliated at the same time. We drove away more than 4 hours after beginning the pickup process.

Luckily I noticed that the gas light was on; in fact there was only a recommended range of 14 km remaining. We filled the tank at the closest gas station. (I have a receipt for 370 MAD).

I contacted the Hertz Morocco office, where the online reservation had been made, about the empty tank and our treatment. Although email contact had previously been very responsive, no reply was ever received.

The car was returned with a full tank of gas, cleaned and detailed, without a single mark outside or inside.

We had a reservation for a full size car at 10am. We got here and was told they dont have any cars and they didnt have anything for us. They said they would try to find something but we should go to a different place because they dont have anything. We called the corporate office and they gave us the same run around that they didnt have a car and that was that. There was one truck in the lot and we asked about it and they told us sorry its reserved. Obviously they didnt care about our reservation. Two hours later we are still sitting at hertz. Worst customer service and the employees at the 5500 pensacola blvd location are rude and dont care about customer service. Don't use them and would never recommend them to anyone.

I rented a 2016 Kia Forte from Hertz on 5/3/17 from JAX airport. I was in Fla for my nephews funeral. The car got a flat on the front passenger side. I called Hertz emergency number and was told I would have to pay to have the spare mounted since the insurance didn't cover that. I spoke to Ryan 3704 who said to use my AAA then drive it to Firestone, which I did. AAA treated me better. I paid $171 and had to maintain your car too because of your negligence. My daughter and I could have been in a car accident on I295. Firestone could not believe the condition of the two front tires. I should have been at my hotel before 12noon, with enough time for the funeral, and ended up getting to the hotel well after 4pm. I am looking for a refund of the money I was charged for the rental car.

Client number CDP 736342
M & H Finland Oy
Ward Proctor Managing Director
It has come to our attention that Hertz representative in Finland has a vendetta against our company and has taken it to a personal level. We have had good relations for the past 10 years until a Mr. Tero Turunen has visited us. He has been very rude to my daughter and in fact has brought her to tears after a meeting a couple of weeks ago,
We also had an incident in USA Miami, where we had booked a car before this man met us, and after returning the car, the invoice had changed from $ 500 to €2500 (figures not accurate, RR162226886) based on the fact that we are an "unreliable" client. (Informed by customer services in Miami)
Since this incident he has become even more rude.
I also sit in meetings with Bosch Group in Germany, and will definitely inform of this issue.
Please inform as what you would suggest we do further.

On Wed June 7 had a 10am reservation for 4 days. Was running late and my husband showed up at 2pm and counter person said that "the system" reverted the rental to a daily rate instead of the weekly rate which changed the price of $338 to over $1000. She was extremely rude and said that there was "nothing she could do."

I called her and told her to move the return time to 4 hours later than we had reserved and she tried to "override" the reservation. We have a paper contract with the correct rate but the hold on our credit card is still to the higher (total $1200) amount.

During the conversation she continuously interrupted me to the point where I said " i am sorry that you keep interrupting me" and she said, "No! You are interrupting me!" WOW. When she was done explaining how she couldn't change it, I told her that I would wait on the phone until she found a way to work around this. I ultimately came up with the solution that we delay the return time.

Also, when my husband did the walk around on the car there was additional damage (broken light cover on left front and scratch on the side) from what was noted on the contract. The employee refused to change the report and when my husband asked about potential charges later for the unreported damage, the employee laughed and said, "then sue the company." My husband took pictures.

We check the car in today so we will see what happens. I have rented vehicles regularly (10-12x/yr) for 20+ years and I stopped using Hertz a long time ago. We only used them this time to get the points on Southwest. Won't do it again.

Arrived at 11:15am for a 12 noon reservation. Sitting here in Hertz for over 45 min still waiting for my car and really no form of communication. When asked what the status was ... I was told I had a 12 noon reservation and arrived early and that's why I am still waiting.

BUT...

Others came in after me and said they had a 12 noon reservation and was given the VIP treatment. They were asked to go and choose the car that they wanted and soon drove off.

I asked what was the difference between their reservation and mine... I couldn't get a straight answer. Darcel Pleasant was extremely rude. No apology just gave me attitude. Then he proceeded to tell me that my vehicle was unsafe so that's why I was still waiting. So it went from arriving early to a vehicle being unsafe . Never once was that communicated nor was I even given the option to upgrade. Then he asked for my paperwork so he could change the vehicle? Did a bunch of typing in the system .. probably CYA mode.. bc he knew that they screwed up.

Darcel Pleasant is a rude supposed branch manager that should not be dealing with the customers.

I will never rent from this location ever again. Absolutely ridiculous. Very poor service.

I am extremely disappointed and feel disrespected. At one point I was told by Darcel "so you just gonna walk away and not listen to me, huh". This made me feel talked down to and I don't feel that was called for and is very unprofessional. I have no problem with issues coming up, that happens, but how you deal with those issues matters. I was treated unfairly and because of that I will never go to any hertz anywhere ever again. I deserve respect, just like every other customer that came into that building!

We were waiting about 15 -20 min., many other busses came but not hertz. They finally came. It was bus #71, Saturday morning, 11:30, June 10th, 2017. The driver was extremely rude, yelled at passengers, would only let them enter from the middle door. One elderly man ask him not to put something on his fragile bag, he went off on him.
The driver also packed the bus, which is probably because there were no other buses coming. The ppl by us said they waited 45 minutes.

RR [protected]: June 2 to June 6, 2017

I rented a mid size car through Price line for $166.17 and with Hertz. I thought that this would be a good thing having good experience with Hertz in the past but it did not turn out to be.

The sales person asked if I wanted an upgrade and the bottom line was
only $173.40. I was not informed that this would be in addition to the Price line cost and thinking that it was not that much more, I said OK and not having been informed adequately or clearly and just scanned the document as I had done in previous situations.

I have gotten my Credit Card statement showing both charges and called customer service and they helped with a refund of only 25%, which they only could do and did. I would prefer that the entire amount be refunded than just 25%.

I am still not happy with the misrepresentation and feel duped in the rental price of the car.

My last issue is that your sales people need training to more clearly explain what they are asking or presenting before any agreement is signed. I just got off the plane having been up since 2 a.m. to get the flight and extremely tired when I arrived at the rental counter at 9 a.m. (same time zones). I was not fully cognizant of what was being presented and only looked at the bottom line and thought it was a minor increase. I do not recall the name of the sales person but thought it might have been Jane or something close. She was polite and friendly. Looking back it appeared that the more sales she got with additions, the better her bonus, commission or salary may be, but only speculating.

Please understand that I am also in sales and services and know what should be done, but my being tired, I let my defenses down in this case.

Regardless, I am not happy with the situation and would like to have it resolved as quickly as possible and hope to hear from you in the next few days.

Thank you,

Sady Hayashida
President, Hayashida Architects
[protected] cell

Hertz should be ashamed of itself. I prepaid online to rent a car from the Philadelphia airport. It said to bring my itinerary. I called hertz Philly airport to ask about this nothing was and they told me where to park.

I parked my car I was leaving there had to take 3 shuttles with my autistic son and luggage to get to hertz. Waited forever in line, even though there was the online cubicles and the hertz employee wouldn't let us use them.

Got to the front and was told in couldn't rent a car I wasnt from out of town. The website never said this. Only about itinerary which I asked about it. Nothing about being from out of town.

The manager treated us horrible saying I lied and didnt understand. When ask to be taken to my car they wouldn't even take me to my car. They left me and NY autistic son to walk on a highway to get back to my car.

I was stranded and left without my money I prepaid. I had to pay to get back to my car and find another car service which I did and was a hell of a lot nicer to us. Another service took me to my car because hertz left us stranded.

The emotional and physical stress hertz caused me and my son is shameful.

It then took me 4 tries to get my money back. you should owe me interest. for the time I had to wait to get my money back and what I had to go through to get my money. and then the rep laughs at me through the phone when I say there needs to be a complaint about how we were treated. are you kidding your going to continue to laugh at the pain you caused me and my son.

Shameful.

You lost mine, my families, my friends, my companies business.

I always rent from hertz I picked up my rental it's was dirty and smelled of smoke which by the way wasn't the first time this has happened, !I told the rental agent to mark it on the check out sheet when I brought the rental back I cleaned the car throughly washed it vacuumed it as I always do 2 days later they charged me a 300 inspection fee ? When I called they stated it smelled of smoke I explained my situation regarding renting it dirty they said they would call me back it's been a week and a half and all I gotten had been the run around was told they would have to talk to the person who rented me the car then they said oh we have to wait for a manager still no call I'm gong on s trip I. 2 weeks and if I have no resolution I won't be using hertz again very poor service .

First, I am a frequent renter( aleast once per month) A gold rewards member and a flight attendant w/ Southwest Airlines with whom hertz has a relationship with. This had to be the most inconsistent unprofessional experience with hertz by far. I reserved a vehicle for jun 8 until jun 12th a large SUV but soon changed my itinerary to arrive jun 7 at that time using your website tried to change my dates and find my car of choice was not available for the dates I needed. I modified my rental pick up and search to a mid size SUV to one day jun 7 drop off jun 8 and the pick my original res on jun 8. My rental rate for my one day was $96. Not a problem once I arrive at your location I have credit card on file that I was unable to use but proceeded to use my debit card. I encountered Miriam who informed me that your policy has changed which I am aware of. But every other location I have rented from prior to this one has allowed me to rent with my debit card as a form of payment and because I am a gold member has never been an issue. I proceed to share my experiences prior with Miriam. She states that I have to use my credit card on file or not be a gold member with a regular res aleast 24 hours prior at this point to use my debit card. I ask for a manager or supervisor. Once he arrives I proceeded to explain the same situation to him. I rent from hertz all the time, I am a gold rewards member and that I use my debit card for these transactions. I am told he can't do it without 2 forms of Id and a itinerary showing a return flight. No problem but I was insulted standing there in complete uniform with my work Id around my neck with my photo and my drivers license in hand and he asked to see my itinerary to return home. Either I produced one for him to view in my phone. He decides he will do it after telling me it can't be done and there is nothing he can do. Come to find out it is the managers choice to override the system and perform the transaction. How inconsistent and confusing for your frequent customers when 9 locations say no problem and one says no we will not take your debit card on a gold reservation and we can't help you when you have flown out of town to visit family and now you can't get a car. Awesome hertz... Oh but my story get better the he tells me that the car that I wanted originally is now available but for a upgraded fee of $40 more. I am thinking great I get what really wanted and tried to book before and I will pay the extra and I can just keep this same SUV because this is the car I was getting on my future reservation for jun 8 had a cheaper rate of $49 per day. I just needed to modify the cost per day to the rate I had locked in on my future res. I asked the manager and Miriam if I have car I originally wanted and I was supposed to return it the next day and pick up the same car the next night for cheaper was there a way to not have to come back and just apply the rate to the remaining rental days. Sure Miriam stated call rental extensions and they can help you. Let me just say pass the bar from department to person to person is your company speciality. Every person I called passed me around to someone else. Rental extensions couldn't touch future reservations but could charge me $140 per day while was an extra $700 dollars which if I just returned it and take it right back my next 4 days would $215 total. (Do your math that's much more cost effective.) New reservation told me to call the location and supervisor could override it. I call the location and I am routed back to the main extension line.. Apparently, hertz outsourced jobs because people I talked to barely spoke English and the just repeated the same thing over and over to every question I asked. Also, every time I asked for a manager or supervisor they were the highest superior in the building at the time. So I spoke the CEO of hertz corp several times. After getting the run around so much I became dizzy I decide to return to the location and talk to another supervisor on duty and have him or her modify it for me since the night before it was done by the manager on duty and he took my debit card.
I get to the location and Miriam is there yet again and I tell her I took her advice but to no aval and now I need her manager to assist me because I was rerouted to him for remedy by everyone else. He comes out and he is a different manager than the man from the night prior. He states to obvious that I can use my credit card on file or add my debit card to my profile. Also debit cards can't be added to gold profiles. I explain my whole situation and what took place prior the night before and I even had the rental car to prove that it can be done. He refused and Miriam threw the other manager under the bus and said he was not following policy and he was on his own and she was not involved. The unfornate part after all this is I walked away from this with no remedy and it has already been done so many times to help me as a customer do much so that the actual location did it because I had a rental car. Inconsistent and completely unprofessional. I asked could I cancel my gold status and just do a regular rental as a non gold member he said they had to process that it may 24hrs. Worst experience with hertz ever! I never rented with anyone else but I had go elsewhere just to complete my trip with a rental car. If this what you get for loyalty you can keep it. I make sure to share my experience with all of my coworkers. Thanks for nothing!

Good morning sir
I am mr Bastawy from Egypt . I rent
A car in Washington dullce airport by
117 $ for one day it was chevrolet. You took the money from my debt card . It was in 02 June 2017 .and you take a bout 300$ extra.
I need to know why you kept all this amount of money. By the way you did not gave me amilitary discount also.
Please report me at
[protected]@yahoo.com

When renting on May 16th, the agent tried to beef-up the price in several ways but crossed the line on ethics when he added a 77 British Pounds charge for Theft Insurance, saying that the American Express insurance doesn't cover theft. Today I looked it up and found that yes, AMEX does cover theft. This was a swindle that added $101.00 to my bill. If anyone knows what AMEX covers, it's AMEX and Hertz agents; both deal with this all day long.

My husband Christian Mannenbach had booked a car at the Hertz Car Rental Office at the Catania Airport (Catania–Fontanarossa Airport) in Sicily, Italy, for May 4th, 2017 well in advance. The time we had to pick up the car was 12.00. He went to the office right on time but saw a long line with people who were there to pick up their cars. It was a live line and he had to take a ticket. The line moved on very slow and he was waiting in the line for more than 2.3 HOURS - standing. It is completely unacceptable and there was no reason why a customer who has placed an online booking and has notified of the time of pickup couldn't get the car in a timely manner. The procedure for him took less than 5 min when for some people it was more than 10 mins. Everyone should've been pre-approved and ready to collect the keys plus some standard procedure. When the local car rental places didn't have any lines it looks very bad for the Hertz brand to have such a chaos. The service in general was sloppy, unorganized and chaotic. I hope the Catania Airport office will be addressed and problems like this won't repeat. Some customers were shouting and complaining at the staff on the spot but we didn't want to waste even more time and it was clear that everyone was frustrated. If we hadn't pre-payed we'd never go to this place.

I had a pre-booked car under rental record No [protected].
I had to queue for 90 minutes to pickup the car 2 Jun 2017 in Termini Station Rome, it was chaos.
I didn't understand the extra charges that were being levied at me and I was hurried on to pick-up a car. The car I booked was not available and they gave me a larger car, which in Italy is an inconvenience.

It quickly transpired that the air-conditioning did not work and I had a 5 hr drive in 30 deg plus.

I have paid over 154 euros for a terrible car and a terrible experience. I would like a refund.

May 18, 2017 I rented a car at the atlanta airport in georgia to attend my brother n low funeral. When I get on the freeway it was back to back traffic so I was not driving over 50 mile. Our destination was to warner roberts georgia I had two toddlers and my daughter as passengers. It was about 4pm, I entered the freeway proceeding onto i/75 s? Ga 401 s the traffic was very heavy due to the evening traffic. We were about into 45 minutes into driving when traffic began to ease, at this point I increased the speed to the speed limit of 70. The vehicle began to drift to the left which caused us to merge into the left and right lanes on the freeway. I was an hour away from the airport and I was not about to turn back because we were trying to make the time to view the body. However this continued until I reach my destination to warner roberts. I then contacted hertz's and explained my situation I was told by alisha why didn't I go back to the airport for an exchange of course you know what I told her... She then said that the next exchange was in macon georgia I explained to her that I was not from georgia and could someone come and exchange she said not to got to a mechanic to get repairs and hertz's will reimburse me, I said no because it was late and services were the next day, ii mention that I was a disabled vet with 2 toddlers and it was raining and it did not matter to them. I asked for corporate/manage number she said they did not have one, and the [censor] hung up on me. Called back next day and still I was told they was not able to assist me. I will never rent again from hertz. Bad customer service.

I rented a vehicle back in october 2014 had the car may 2-3/weeks paid a couple of thousand. Well the wonderful manager was constantly taking my money as I have a zero balance yet he continued to fail to extend the contract and now I placed on a do not rent list permentaly due to his poor customer service and blatantly lying saying my contract was being extended as my account was debited weekly with no problem. I have been trying to resolve this onvw again now that my car is in the shop and my insurance uses hertz for rental. I once attempted to resolve this as i'm without a car until repaired until this can be resolved hopefully. I am taking. This to the highest level as this is poor customer service and not how paying customers should be treated and told there's nothing that can be done buy this guy is still is employed there making them lose business i'm sure. Taisha has been a great help trying to resolve but without a car is very. Frustrating especially when you have the funds insurance and it was negligence on another parties behalf but i'm being punished. I shouldn't have to go to another rental company and pay outnif pocket and be reimbursed for what? Done

My daughter is currently in a Hertz Rental Car in Ireland! They have upcharged her to the point that the additional charges are more than the original reservations. She has contacted two Hertz locations in the area she is in and called one, no one will help. I have contacted Hertz U.S. customer service and they will not help! I cannot understand this lack of customer service. WARNING TO ALL...DO NOT UNDER ANY CIRCUMSTANCES USE HERTZ.

On May 6th 2017, we were travelling from Rome Italy up to Florence. We had just started our day and were about only 15 minutes into our drive and it was roughly 9am. At this point we stopped at a red light and the rental car we had shut off and the engine would not restart. I pushed the car off the busy road and proceeded to contact Hertz Roadside Assistance Italy, as we were in Italy but had rented the vehicle in Germany.
My first issue with the roadside assistance was that when i got in contact with the Italien Roadside assistance they expected me to have an Italien plate and told me that if i had not rented the car in italy they could not help me. At which point they suggested to call the rental agency where i had rented the vehicle from as they would be the ones to help me.
So i called Hertz rental Elisenstrasse 3 Munich, Germany, 80335, and they put me through to the german roadside assistance, by this time it was already about 1030 am as each time i called i was put on hold before talking to a representative. Once i was able to talk to the german roadside assitance his first response was that i needed to call the Italien roadside assistance as he would not be able to assist from germany. So yet again i had to call the italien roadside assistance and was put on hold, only for them to tell me yet again they could not help me. I told them that i talked to my rental agency and german roadside assistance and that they said that the italien roadside assitance had to help me. They said they would check with there supervisor and they came back to me and said they could not help me.
So yet again i had to call the german roadside assistance where i informed him of my issue with the italien roadside assistance. He said he would contact them and inform them that they needed to assist me. At this point it was already 1130am, and i was told just to wait for a bit for them to get ahold of me. I waited for an hour and still had no one from hertz contact me.
At this point it was 1230pm, almost 3.5hrs after my initial call. I then contacted the Italian roadside assistance again only to tell them my problem and then be hung up on. I called back about 10 times and the same thing happened i would tell them my issue and they would say just hold the line and i would be hung up on each time. finally i contacted the German roadside assistance again where he said he had emailed the Italian roadside assistance and that he could no longer help me with anything.

So, this is now 130pm in the afternoon. And Myself, my wife and my 8 year old daughter and 10 month old son are still stranded on the side of the road. As it would seem no one wanted to help us and it did not bother them to keep saying to contact the other countries roadside assistance.

I then called back the Italian roadside assistance once more, and the answer to my question was no they could not help me but i could pay for a tow truck myself to get the vehicle towed to the closest hertz location and then try to sort it out there. At which point I told her to put me through to her supervisor as i was not inclined to purchase my own tow truck to go to a location that would or would possibly not help me.

Once i spoke with the roadside assistance supervisor and told her my issue, she put me on hold for about 30 minutes, and then came back and said yes she would send a tow truck right away, at which point she put me back on hold for 15 minutes. When she got back on the phone she told me that she couldn't send a tow truck as i had a car with German plates and the German roadside assistance would help me. At this point I was very upset and told her i had spoke with both roadside assistance and that they both were passing me off to the other. I told her i was not going to stop contacting them until they helped me as i felt that since i was in Italy the Italian roadside assistance needed to assist me. At which point she put me back on hold and i waited another 15 minutes until she came back and said ok we have a tow truck coming for you now. And they will tow you to the airport and you will be able to change your vehicle. FINALLY~! After 5hrs of trying to convince HERTZ to help me they finally gave in and were going to assist.

We waited for the tow truck for about an hour. he showed up loaded the car and we took off to the airport. Well we got to the location where the tow truck driver was told to drop off the vehicle and it was not a hertz rental agency it was the hertz auto repair shop about 15 minutes away from the closest place for me to get a new vehicle. So i pleaded with the tow truck driver to please take me to the place i could get the new car, all at the same time i had to leave my wife and kids behind with all our bags in the broken car until i came back with the new car.

So i was finally at the airport hertz rental location and they had a car ready for me to take. After all was said and done, it was 515 pm before i was back at the broken car and my family to load up and get on our way to our destination.

I was quite upset with the poor communication between the 2 countries roadside assistance and the lack of protocol as im sure I am not the first person to rent a vehicle from Germany and drive it into Italy.

From this experience i can tell you right not i will never rent another vehicle from Hertz, unless i am reimbursed the total car rental price and i feel like i was completly stranded and put under unnessesary stress on my holiday that could have been avoided if the italien roadside assistance would have helped me right from the start. Not to mention my wife and kids were also put under stress for the same reasons.

I hope that hertz rental corporation will review there roadside assistance policies in Europe as i do not think they are adequate, and if they are they are not communicated with the workers well enough to help out a paying customer if there is a need.