Hertz
Reviews and Complaints

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.

To whom it may concern,

These 2 attached pages were sent to Hertz offices in Germany and UK on 3.4.2017 and never been answered. As a valuable customer, i find this kind of behavior extremely un respectful and insulting.

It would be much appreciated to get a decent answer from Hertz company for my compliant.

Looking forward to hearing from you soon.

Sincerely,

Eran Eisen

Hi,

I would like to share the incident which I recently had with Hertz Brookfield place in Toronto so you wont have to go through what I went through.

I have rented a car yesterday morning from this place. When I was renting and paying for one month everything was OK.

Then within the same day, when I was driving on highway, I have realized that engine has an unusual sound, brakes are not at their %100 and most importantly I have been given a non serviced car( on service information sticker, service due was given as 35000 kms but the car was at 37000 kms)

Today I gave a call to Hertz brookfield center location and told them these problems and I passed my wish to change the car.

The lady on the phone told me they have no cars in my segment, they have only 4x4s. I have asked her what can be done about this and she told me its no problem and they will change anyway.

After fighting 1.5 hours with Toronto traffic and driving 30 kms from my home, I have reached Hertz brookfield center.

-First of all there was no one to pick up the car in parking although it was work hours.

-I waited for 10 minutes and gave a call to office upstairs to ask what should I do.

-This time a gentleman answered.I told him the story and he told me he didnt commit to any of this and he cant change the car. He told me I shoul have talked to that lady who committed me.

He asked me the name of the lady and of course I didnt know. in that office, none of the hertz employees introduce themselves when they pick up the phone. And even if I knew, would it matter? Isnt hertz a global car rental company? or are they just a bazaar stand where any employee gives different decisions of his/her own?

Obviously he has no intention to help because he didnt even suggest me an option that I pay the difference and they upgrade my current rental to an 4x4.

And the car is still not changed. When I called Hertz global help, they asked me to drive another 30 kms to toronto pearson airport office to change the car.

So obviously Hertz dont hesitate to make their clients drive non-serviced cars after they charged the whole monthly amount from them although the customer has repeatedly told them he doesnt feel safe in this car.

I hope you will never have such kind of incident but be aware of this fact when you rent a car from Hertz..

I rented a Minicooper Clubman between May 17th and 21st 2017 from Hertz Switzerland with rental record [protected]. I returned the car with small scratches in the right rims most of which could even be wiped out with a cloth. I also told them I could not refill the tank and I said I will pay for their refueling charge.
They sent me an invoice for the rims and they say they charged 600 CHFs per rim. I checked the internet and found out that the most expensive rim of the same type and make that you can find in the internet is 250 CHFs per rim. They are normally at around 200 CHFs. Also, they charged me 4.5 Euros per liter for refueling where normal gas price is around 1.40 to 1.50.
I have been renting cars since 1983 and I am a gold plus member of Hertz. I have never paid damage claims for rim scratches. Let us say, this will be the first time, but charging more then three times as much as the street price for a tire rim is beyond ethical business.

We Reserved a Mid size suv went to pick up which was 1 hours 20 minutes from our home which was to be used from our beach vacation get there to pick up and the guy at the location was terrible it's the hertz on college st in Clarksville Tn! He then precedes to tell my husband it was reserved a month ahead of time by someone else and he didn't have anything besides a tiny car that wouldn't fit our family of 5! He didn't apologize or anything! I called the customer service and they were like I'm sorry you can drive 2 hours away and get one!

I reserved a car for sunday may 28. 2017 to be picked up at tooley lane danbury ct at 2 pm

The reservation no. H 31129043c6 was confirmed through the 800 service.

Today, may 28, I called hertz at the pick up location and the phone said mail box full.
The time was approx 1 15 pm

I then called the 800 service and spoke to danica who is out of usa and she assured me that the area manager would call me and get me a rental car. She said that the location was closed. I spoke to her at around 1 20 pm today sunday.

It's now 2: 09 and I need a car, no call, and if there was a problem with the reservation why didn't they call?

I have done business numerous times at that location. I'm planning to rent a car from orlando next week on 5/31/17 and under the circumstances, hertz should pay for it.

This is highly unprofessional and i'm a gold member who has been a client of yours for years.

I will have to take trains and a cab now that i'm without a car thanks to your incompetence.

My name is jean nasi and telephone is 914.712.5035.

Please contact me.
Thank you.

Jean nasi

I am a planner and being such a reserved a rental car from your company today. I thought that when you reserved a car your wait time should be let's see 15 minutes maybe 20. I am now going on 45 minutes with several groups of people ahead of me waiting. The woman next to me sitting on the floor has now waited an hour and she reserved a car online as well. Until you change your business efficiency practices I will not rent another car from you. Not the way I wanted my vacation to start

On 5/26/2017 around 5 am the shuttle bus taking passengers from hertz to airport terminal was involve in accident. The bus driver hit an incoming van as he was pulling out from the terminal. The accident caused passengers to fell out of the seats. I was sitting in the front seating area close to the driver site. Due to sudden stop of the shuttle the passenger to my left felt towards my side to the right causing my right side of the body hitting against the pole. Due to the accident my right elbow was injured.
The driver didnt signal when he was pulling out of the terminal nor was he wearing a seat belt. Driver also fail to ask if i was injured.
I used hertz services quite often for my business trips and have greater expectations for hertz services.

Rented a car at Vancouver International Airport on May 17th 2017. They were fully aware that I had a dog with me. Was told I owed about $57 and would be charged upon return of the vehicle. When I return it on the 23rd, they tell me that because there was dog hair on the seat there would be an extra $300 "detailing" charge. I told the manager that was ludicrous. They knew I had a dog with me and failed to inform me of this. I offered to vacuum the car myself or even pay $20 or so to have it done which is generous considering it would cost $2-$3 at a gas station. I was told they would have to look and see, basically saying that I would be charged regardless. I refused to sign my return receipt and left to catch my flight. Today my credit card statement shows a $395 charge from Hertz. Trying to speak to their customer service line or the branch directly has resulted in a runaround. Having my bank dispute these charges now. Thanks for ruining my trip.

- Rental Agreement RM3480, final charge me RM3830, i called them they said RM350 is deposit will refund to me.
- second month also charge me RM3830, also said is deposit.
- i return car and ask for refund deposit (Rm350x2 months), they ask me to call PIC, so i called PIC (En Azwan) he ask me email to [protected]@hertz.simedarby.com for my request..ok fine..i email to them, but after few days totally no reply from Hetz..

What should i do now?

On May 23, 2017 I dropped off my car at Kelly Grimsley Collision Center in Odessa, TX for repair. A rental was arranged by Alliance Insurance with Hertz in Midland TX, they were to pick me up at the repair facility at 0830. This was arranged with a Hertz representative on May 17, 2017.
My confirmation was [protected]. I called Hertz ([protected]) at 0800 to check on the arrival of the driver to get me and was told they had no cars. They were SORRY.
Lot of good that was too me as I live 40 minutes from the repair facility and now had to call my wife to come get me.
I am very frustrated with HERTZ for not fulfilling their contract with me and now have a very poor opinion of HERTZ.

My son is in the army serving this country and he can't even get home for memorial day weekend. He is 19 and cannot rent a car from your company because you won't accept a credit debit card from his bank. Even if the bank confirms the funds are good in his account. Really I am led to believe that this is not good customer relations. You want him to open an account with a major credit card company just so he can pay a yearly intrest rate for a card he will never use, just to rent a vehicle to get home on holidays. So not fair. And I will NEVER be using your company do to this inconvience you have put him thru also, and will spread the news how your company has blocked a soldiers way home in my local news paper in michigan.

Hello my name is patrice pennington. Spoke with crystal @ the south holland location informed her the tire light came on today. She tells me I am responsible. I've rented from hertz on more than one occasion and never had a bad experience until now... My next step is notify my legalshield attorney for resolution... Conf# [protected]
How am I liable for this. All this location is concerend with how much money they can collect off me. I do not appreciate the way this handled. Request a manager was told no one was there.

I reserved a vehicle which i was more than qualified to rent and they accepted yet over charged me for upgrading a vehicle in fact i was downgrading i was so upset i drove the vehicle back to that location demanding the charge fixed to which they complied i had another reservation for the same vehicle ready and waiting for me so i could close out that contract to which i did completing the final payment on one of my debit cards, they proceeded to tell me i was not qualified to rent the vehicle i returned earlier than scheduled which was a complete lie, at which i needed because of the space i needed for me and family members to use celebrating a very close family members college graduation at the university of Rhode Island ... but sadly was not there or there to pick up family members because i was a state away trying to secure a sufficient vehicle for the occasion. I presented them with every piece of identification and verification for the second day in a row after they authorized my card 476.00 and 373.00 ... then denying me the vehicle offering to put me in another vehicle which was too small without navigation in another state and authorizing my card another 2 times in the amounts of 276.00 dollars and 281.00 dollars but it only gets worse i had to extend the rental another day because it would be brutal to get there on time in the beginning of a work week to which i agreed to another authorization of 69.00 the following day after returning the fully gassed and spotless car i refused to drive but to get home in the first place they proceeded to hit me with over 1000 dollars in authorizations which included 149.00, 249.00, 249.00, 499.00 249.00 totalling 2049.00 dollars in authorizations crippling my credit line to which have i not had a ride i could not afford it because i paid the entire rental final charge which was 500.00 dollars which included a 300.00 for smoking in which i do not smoke and despise those who do and a five year niece we buried 3 years ago to ewings sarcoma cancer so obviously they were doing anything to have an excuse in to why i that amount of money would be held from me, if you try top make sense of it dont waste your time no lawyer or judge can deny what they did was wrong and unjust not to mention reckless dangerous and discriminatory why would i at the end of a rental still have this done to me, the experience and me missing my nieces graduation was enough

Date of Incident: 5/02/2017
Client # : [protected]
While we were on vacation in Germany, we rented a car from Hertz. We stopped at a rest stop and when we cam out there was a dent on the fender above the wheel on the driver side of the car, and scratches on the lower part of bumper by the wheel.
Hertz is saying that there was damage to the front of the car and charging us 460 Euros for front end damage, 365 Euros fender damage, and 50 Euros administration fee. plus 59.60 VAT fees. 19% interest. I will pay the 365 Euros but the rest I want refunded to me in American dollars.
Desirable resolution would be that they take a look at the pictures to see that there is no damage to the front of the car and refund me the money they charged for the supposed damage of the front of the car and the administration fee because there was no phone calls or mailings only emails. Also I want it converted to American dollars since that's what we were charged.

Deborah Prieto
3318 W Greensboro Chapel Hill RD
Liberty, NC 27298
[protected]

I have e-mails I want to send and a pdf form I want to send but can not attach. Please advise

Dear Sir/Madam,

We have rented a car in Hertz Chios Station on 19 of May 2017.

We filled all document in the office and the car key handed over to us.
- no one showed a car to us, no proper hand over.

On the 20 th of May 2017 when we back the car they found some slight scratches on the left front. Very hostile lady was chared us 117Euro for it.

First of all we did not gave that scrach to car ( let alone she did not showed the car at the first place, now asking this to pay.

I have paid this in cash but I would like to complain that service,
1) why at the begining she was not showed the car to us and just gave us the key and make us accountable for this

2) The many she took may not total cost of "that scrach" which we believe not for us.

I am very upset first of all the way we treated at the begining and end. I would like to hear from you that this is normal for Hertz ?

Any document you need i can provide.

Meltem Guner

Hertz is running a very devious scheme. The car left me twice in the midddle of the road because of a flat tyre. You are not providing spare tyres so that you can charge people when an unfortunate event happens. Car rental record [protected].

Furthermore, I got an estimate of costs when I rented the car and then when I returned the car I was charged $60 more. They said that the petrol was not included in the initial cost. However, I was told by your employee that that amount includes everything. So I was cheated and lied for the second time.

Moreover, you staff is really rude. They could clearly see that I was upset after I had to return for the second time in two days at the Ontario Airport, CA, and they were training a new person at the desk, thus making the process even longer.

I lost two days of my holiday because of your faulty cars and then I was charged more than advised. This was the worst car rental ever.

My rental record number is [protected]
Please note that I had rented and paid for an automatic car.
I received a fiat and was told by the hertz agent that it was automatic.
My husband drove the car out of the rental office. It was semi automatic.
However, I can not drive that type of vehicle. Therefore, my husband had to do all the driving. Also, the lock button on the remote did not lock the car. We were forced to stay close to the car and not leave any items in it.

we are in so much distress as we are in Germany having a holiday from australia and have been robbed of all our cards cash and licences. we have booked and paid for a hire car with hertz heathrow from 28th may to 27th june. but they will not accept a copy of our licence.
We do have our passports and any number of bona fide references from well respected people if you so desire!
surely somebody can help us. this happened through no fault of ours.
We can be contacted on email [protected]@gmail.com
PLEASE PLEASE PLEASE HELP US.
Hoping for a speedy reply. Thank you

Dear Hertz, I had a very unfortunate experience yesterday, May 18. While visiting Coimbriga Roman ruins site near Coimbra, my suitcase and daypack were stolen from my Hertz rental car. There was no damage to the car.

When I rented, the agent explicitly warned me against leaving anything in the car. It was a hatchback with the luggage covered in back, nothing was visable. The parking lot was unattended, not visible by staff.

My fault was not taking the daypack with me. It had my journal w personal info and rail tickets etc. That's the problem.

I wonder if this was a set up. When I discovered the theft, I started screaming. A man nearby with a British accent said, "the same thing just happened to me." That was the last I saw of him. These days, I doubt it would be hard to track a rental car for attack when parked in transit presumably w belongings aboard.

I have nothing. I want Hertz to use your network to find my belongings: one black Eagle Creek carry on and one orange Patagonia daypack. Please have them delivered to Hotel 1829 AS Porto, PT where I will be staying through Monday. Otherwise, I post widely, warning others.

Thank you,
John Klingman
[protected]@mac.com