Hertz
Reviews and Complaints

Rented car in May 2010. Received documentation and two charges of 30 Euro in August 2010--Information from Hertz advised that this is a basic charge for providing police with our information (same info twice?) Followed by registered letter with ticket info for one of them. Tried to e-mail to info on the ticket to find out how to pay--no response (twice). Just received another 30 Euro charge in November that I found on my visa statement--no documentation this time. What gives? How do I stop this without cancelling everything. Please advise.

Hertz has displayed poor service from top management to the lowest employee on the rung.

Upon arriving at the PHL airport location I was greeted with the longest, slowest-moving line I have ever endured at a car rental location: one hour to get to a representative. This was only the beginning.

Once I do reach an assistant I still do not immediately get assigned a car. "Try again, " I hear my rep tell the guy on the other end of her headset. As I wait, a distressed female employee behind the counter asks another employee what to do. They don't, she says, have enough cars for all the reservations. I wait patiently. My fiancée who has been standing outside with our luggage, calls me to find out what is taking so long. I tell him they seem to be low on cars. Then, miracle of miracles, I am assigned a car, handed a contract and told to exit behind me and pick my car up curbside. I go to fetch my fiancée & luggage outside the other exit. I find him on the phone with my nephew; he hangs up and follows me to the pick-up area. Arriving at our car we find another couple loading their things in the car assigned to us. After comparing contracts we find that we were both assigned this car. I go back to the rep. A different rep takes over and says that he will get us another car and personally escort me to it. That seemed nice, I thought. It wasn't.

The rep escorts us past the pick-up line and into the lot itself. There was a line of cars poised to go somewhere behind a row of cars in parking spaces. We are escorted behind the cars in spaces, next to the line-up of poised cars with keys in the door. We stop behind a black Ford Fusion which was first in the line, without a car in front of it. The rep says "Here you go, take it and run, " he says before handing me the contract and damage sheet and taking off. I laugh. I'm still not mad. Tired and frustrated, but not mad. That changes as we load ourluggage into the Ford.

A worker on the lot runs over to us and tells us that we can't have that car, "it doesn't belong to you." I tell him that we were escorted personally to this car after an agent double-booked our original car. He (a guy named Joseph) asks to see our paperwork. This Ford is apparently a new return awaiting detailing. I hand over the contract explaining that I never looked at the contract because we were personally escorted here. Joseph shows us to a white Gallant parked in a space diagonally from the Ford. My fiancée starts snapping photos of the fiasco. Another yellow-shirt wearing man joins Joseph to make sure we get out of the Fusion. I tell Joseph that this is my first Hertz experience and I am not impressed. Could things get worse? Funny you ask.

Joseph tells me that there is no need to inspect the car for damage because it is brand new. I insist. When I walk to the front I notice deep scratches and a pushed-in lower grill. When I point it out, Joseph marks it down saying that "it must have happened on the carrier." As if that would explain his trying to stiff me with the damages. Then Joseph goes away along with his co-worker. My fiancée turns to get his phone (a new iPhone 4) that he had just used to take photos documenting the situation from the black Ford Fusion. The Ford is gone and so is his phone.

Greg yells for the return of the car. Joseph and the other guy are nowhere to be found. A nice lady employee attempts to help us but she doesn't really know what's going on. No one knows what Ford Fusion we are talking about. "It was just here, " we say, "waiting to be detailed." again we tell our story. Eventually Joseph returns telling us that there is no way to know what car that was since we didn't ever have the paperwork for it. He says that they have "lots" of black Ford Fusions with buttons above the door handle. Obviously, Joseph didn't know that I knew that there weren't enough cars on the lot for all the reservations and that cars were revolving from return to was to new renter. He refused to help in this regard. Greg asked to see the lot cameras in that case--track the car--but Joseph says the cameras don't reach that far. Joseph told us to leave and it will turn up in lost and found. I then see the still-wet Fusion pull to the loading curb. I run as Joseph tells me I can't--that might not be the same car, he says.

I insist on looking through the newly detailed car and there is no phone. My fiancée gets furious, refusing to leave without his phone. Joseph says he'll get it back to us. We leave--knowing the phone is there somewhere-- because we can do no more. Needless to say lost and found never located the phone. With an astronomical resale value on eBay and Craigslist due to jailbreak-ability, I know someone at Hertz kept the phone. The cost to replace the (uninsurable) iPhone was $599+tax+cost of new software (to locate the phone in the event of another incident like this)=$792.88.

We spoke with Hertz customer service at their main headquarters and was refused reimbursement for the phone due to the fact that we sign a contract making Hertz not responsible for "lost or stolen items." They offered a very modest discount on a future rental. We obviously declined. As if we would use Hertz again.

My wife rented a car at the Akron-Canton Aiport on August 30. She told the rep she would be paying cash when she returned the vehicle. The rep then said she needed a credit card on file, my wife then asked if there would be any monies taken out, the rep said no. Well, to our surprise, she put the full amount of the rental on the card anyway and it caused 9 overdraft fees on my bank account. My wife was mislead, plain and simple. She would have used a different card if she knew that they were going to put a hold on the card. Now, Hertz says they are not responsible for the overdraft fees and that it is standard practice to put a hold on the card. This was obviously not stated to my wife, if it was, I would'nt be all over the internet on business complaint web sites. Bottom line is, they caused overdraft fees with a deceptive business practice and we want our money back. I have already sent a copy of my bank statement, I will send it to them again if they like. We will not stop until
the right thing is done, our $315 returned to us.

Scott and Alaina Lipovsky

The Hertz car rental agency at Barajas Airport in Madrid is billing me nearly $500 for damage to a rental car. The evidence? Photos that are time-stamped six hours before I returned the car and a blatantly altered document attesting to the car’s condition.

http://coachclassblog.com/2010/10/03/your-blogger-hit-with-false-rental-car-damage-claim

Let me tell you my story and my first time rental car experience.

I’m a customer who was sent to get a loaner car from my car dealer through hertz rent-a-car south orange blossom trail, orlando, fl.

But unfortunately, when the sales person explained to me about their loss damage waiver (Ldw) costs $19.99 and partial damage waiver (Pdw) costs $31.99 policies. She used the misleading and dishonest sales presentation.

False: 1. She tried to mislead and confuse me that I had to accept either waiver above, which means I can’t decline both.

Truth: 1. Actually, I do have the right to decline both of them, they are opitional.

False: 2. She dishonestly lie to me that both waivers above will be only charged when I hit something besides human, such as door, tree and wall etc, which means I don’t need to pay any payment unless I hit something.

Truth: 2. I ended up to be charged ldw $19.99 which I forced to pick by dishonest presentation. The whole story suddenly changes after I signed the paper when she did mislead me to.

False: 3. As a sales representative, she never acknowledge client that these policies will be charged immediately, therefore it causes me can’t realize in time that everything that she explained were all misleading to misunderstanding.

Truth: 3. The ldw or pdw will be charged immediately no matter you hit something or not.

False: 4. After this happened; there is no branch manager to call back for details. All it’s happened is just let her to call me back for another dishonestly explanation. Without any apologies and she even threat me to let me take 3 options. First: accept $10.00 credit back. Second: accept $25.00 gift certificate. Third: get nothing. Noemi actually threatened client for her mistake and let client shut the mouth up and leave it or take it. This behavior was completely against a business regulation in any type of industries in any countries, especially in a democracy country like united states.

Truth: 4. That’s a hertz rent-a-car which is big and famous in their business field. But for what their staff did was totally unprofessional and unacceptable. Other clients like me should have rights to know what really happened and deserve a fair justice.

Her colleague and somebody else, even you might ask why she would do this. Because she heard my conversation with another clients that I came from another foreign country and it is my first time to rent a car. That could be or actually was her original intention which she just wanted to simply take advantage of people who like me.

Then again, even i’m a new comer (The truth is I have been us for years) and i’m a new user for rental car (Because I always have my own car) should not give her any chances or excuses not to only do the business by cheating and misleading, but also for her horrible and insulted way to deal with the issue caused by her during the after sale service.

For what she had done went a way too far and it does cause the damage of trust and hertz’s reputation.

I hope my experience can help to do warning for all of the first time user or the international client to watch out what you are going to go through.

Never listen to sales person, only read the paper that you signed!

In may I booked a car rent with Hertz for an Indian family.
The offer was 417 euro and they were forced to pay 777 euro at the end.
After our objections afterwards, Hertz agent Bultman in Harderwijk promised to settle within 3 months (?).
At September 8 and after many reminders, we received a message that 360 euro was ready to be payed back. Now it is September 27 and I still wait for my money. They do not answer my requests for proceeding any more.
I will never again recommand Hertz to anyone.

On april 2-2010 I reserved a car through priceline.com, hertz rental car was offered by priceline.com, priceline.com immadiately charged full amount including tax on my credit card

The car was pickup on april 4/2010 for 7 days at lax los angeles.

When I pickup the car I was very cautious about all the service that their sales people offred, I made sure that they understood that I want nothing else beside the car rental fee and it was paid through priceline.com

I return on time on april 10-2010,

Everything was usual until I received the charged on my credit card an extra 117.00 $! I was shock and calling my cc to dispute this amount and also sent an email to priceline.com to query about the charge!

Priceline told me it was a ldw (liability insurance which I declined) charged, and they offred no help beside it!

I was disappointed of priceline.com irresponsibility in this matter, try to contact hertz to find out... So far no luck. And I still not going to rest until I resolve this matter

This is a business fraudulent committed by herzt and I will tell everybody that I know to stay away from priceline.com and herzt.

They are not trustworthy to deal business with.

I hope everyone choose a different vendors to rent car when they travel

And it will save you a headache

I have recently returned from holiday from Malta. We book a car every year in Malta with no problems. This year however, we booked for the first time with Hertz Malta. Please do not book a car with this company! We were given the vehicle condition report at the airport, as normal, which showed no damage to the vehicle. After locating the vehicle in the car park we found excessive denting all around the car, which showed the vehicle had not been checked from the previous hire. We reported this to Hertz prior to leaving airport and they amended the condition report. We considered asking for the car to be changed but as it was peak holiday time we knew our options would be limited. During our journey to our hotel the front bumper fell of the car. Luckily other vehicles were around and no one was hurt. The following day we reported the fault and after a lot of waiting around they replaced the car. The holiday continued as normal but on our return to the uk we found our credit card had been charged an additional £407. We have been trying to contact the manager at Hertz Malta for over a week but no one will get back to us.

Please remember when you book with Hertz Malta they have your credit card details and can charge you what they want! Please also note the also the condition of your vehicle and if any doubt don't except it!

M Duca

- Fuel Surcharge Scam – Hertz Warsaw Airport
- We rented a small car, Reno Twing for one day at Warsaw Airport.
- The car was returned to their downtown parking and the keys given in an envelope to the parking keeper the same day at 18:30.
- We filled up the car with 17 litters, till the benzene spilled out, but the fuel indicator showed only 5/8 of the tank.
- We have called immediately the company and they told us to leave them a note about it.
- We were surprised to be charged extra 35 Euro for fuel.
- After 3 phone calls and 3 letters we still did not get an explanation and our money back.
- They have sent us a receipt according to it they filled up the next day, 16 (!) hours after we have returned the car, and the car number on the receipt was not printed but added in handwriting, they wrote that they have added 16.5 litters.
- On that day we drove 307 km, so its not possible to use 33.5 litters with such a small car. We have a strong feeling that nobody checked our complaint seriously and The company had cheated us.
-

hi my name is andrew jorsling i had rented a car from hertz rent-a-car at the philadelphia international air port on the 06/24/2010 and was returned on the 06/25/2010 i had to gave to the hertz counter my driving docutment in oder to rent a vehicle witch i did and they rented me a vehicle, so on my way to my adress i was stop by two female offersers of philadelphia police department and was gaven two traffic citations for disreguard a study red light witch they sed happen at 9:00am witch i was not in possion of this vehicle at the gaven, the time i rented this vehicle at the air port in philadelphia was 10:02am witch i have the contract to prove it, and then the vehicle was towed buy the police department because the two offersers did not actnolage my international driving document witch they broke an international agrement, i was not charge for eny of this offence, so the car rental went in to my account without my permission and took out the some of $1503.26 for the rental of the vehicle when i talk to the manager on site he sed that i did not have a driving document this was just about 43min after i rented the vehicle from the air port so i ask him how did i drive out of hertz with out gaving up my driving document to prove that i have a vilid driving document to drive one of there vehicle, so i went and file a check card dispute for the $1503.26 witch there were no money on that account so the bank went ahead and payed a debit of $1503.26 of witch there were no money on my account for that transaction the bank has a pollicy for debit transaction if there is no money on your account eny transaction attemt the debit card will decline because of insufficient funds so there fore how come this transaction went true when there were no funs avallable so the bank freez all of my account and withdraw all the money from my saving account and my next checking account and freeze all account i went in to my branch and talk to the manager witch is located at 6740 germantown ave philadelphia pa 19119 and proceed with a dispute on 06/25/2010 witch i hand over all proof of documents witch they have at this present time so why should hertz take money out of my account when i was not charge for eny of the traffic violations so the bank payed hertz $1503.26 for charges that i was not gulty of and money i did not have at the time this transaction should have not took place because of insufficient funds were not avallable so i will like a feed back on this dispute

I will never use Hertz rental thanks to a Manager in Burlingame Ca with very poor customer services by the name Paul a manager! Wow
I had been in contact with Hertz and my insurance company and all they needed to do is submit the paper work to my insurance company for the extra days.
My insurance had no paper work from Hertz asking for payment for the extra couple of days and it’s on file that they had been in contact with them but ended up taking the payment from my account, I called to complaint because now I’m over drawn and bank fee’s due to this and this fool Paul is going to say to me the customer wanting to give me rental dates. I told him what you need to do is fax over that information to my insurance company not me! It’s my insurance who is paying well again this stupid manager Paul with no customer service skills is going to say I don’t care I got my payment and it’s done with and hanged up! This is how they deal with issues regarding payment? are you kidding me! I called back asked for his manager name then gives me a fake manager name or someone else at another office not at the same location who most likely is his friend at other Hertz office; I keep getting the round around in hopes my complaint goes no where. I will find out his last name and come back and post it! If Hertz want my business or any more customers renting from them in Burlingame Ca. I say get rid of this loser Paul he’s defiantly NOT an asset to the Hertz Company.

My husband rented a car late at night from Hertz at Milan Malpensa Airport in December and dropped it at Hertz Verona in the early hours of the next morning. In March Hertz Italia sent a letter that they had charged his credit card 30 Euro for Hertz's paperwork regarding a verbale fine online incurred that night in Novate Milaese. When he called to question the ticket he was told they could not give him a citation number or any information about the ticket due to privacy concerns. Hertz charged his card again for the same thing in May. We think this is a scam perpetrated on non-Italian renters because some Hertz employees or or perhaps the Roma Corporate office thinks foreigners will just pay the charges without question or protest.

Hertz (Aka herts) auto transport is such a fraud, they mispell their own name! They ripped me off for over $1300 and never performed the service for which they were paid. After making a duplicate charge on my credit card, and two weeks after the date they were supposed to pick up my vehicle, they refused to answer their phone or return my calls or return my money! This is now being handled by my credit union as a fraudulent transaction. These folks need to return to the country they came from (Not the usa) and rip off their own fellow citizens. Based out of miami, fl and doing business nationwide... Consumers beware!

I am a hertz gold member and I rented an hybrid at the Hertz geneva (Switzerland) location. When I landed, the car was not ready and never got an hybrid car. They gave me another car and I had to wait for an hour to get it. They did not have a car ready even though, you are technically suppose to get the car key and go.

I brought back the car three days later to pick up another car. I had another gold memeber reservation and again they did not have the car. I had rented a midsize car automatic and the only car they wanted to give me was a compact. I refused and the young lady was rude and would not want to give me either a midsize or a larger vehicle as it is normal practice if they don't have the category you rented for. I finally ask for my money back as it was prepaid and the other person working at the counter saw I was upset and finally got me in a car wher I could put at least my suitcase; this was again after one hour of discussion. This is the 3rd time I rented form this Hertz location and this is the worst I have seen. Inefficient; they spend more time chatting together and would care less about customer service.

When I asked for the manager; the answer was there is no manager. They should fire the people in charge at this location. It is a disgrace and I will not rent anymore from Hertz. The girl over there I found later never got my gold card back on top of that. In any case I don't need it anymore.

Bye Bye Hertz; you're a joke of a company; FIRE HERTZ GENEVA AIRPORT STAFF (the one at the return / pickup location)

I took my vehicle into toyota on october 31, 2009 for servicing. Since they were going to have my vehicle for several hours they told me that they would pay for a rental vehicle from the hertz dealership on site so I could run my errands while they were working on my vehicle. I only had the vehicle for 3 hours and retuned it in the condition that it was rented. In november hertz charged my credit card 352.00. I have called toyota and hertz several times a month since then and keep getting the run around from both. I have it in writing that it was their mistake...yet...they still havent refunded my money. If you do go there for service...DO NOT GIVE HERTZ YOUR CREDIT CARD 'JUST INCASE'...they think it is funny...they say it happens all of the time..it is not funny! Who in this economy can afford to go for 5 months with a fraudulent charge on their credit card?! buyer beware!

It seems Hertz Malta have a nice little scam going. I recently returned a car only to find a surcharge applied to my card for fuel. This is complete nonesense because the car was full upon return.
Incedibly the charge was made 2 days after retuning the car. Does this mean that someone at Hertz Malta drove the car for 2 days and then decided to charge the fuel to my card.
Of course Hetrz refuse to make any comment and are unable to substantiate their charge.

I had made a reservation with Budget car rental at the Birmingham airport, but when I arrived to pick up the car, I was informed by Budget that they did not accept debit cards for payment. The CSR informed me that Enterprise and Hertz accept debit cards as payments, so I went to Enterprise, they were out of rentals, then I went to Hertz. I was informed that cars were available and asked what type of car I wanted. After I gave my information and gave my debit card to the CSR, she informed me that she would have to run a credit check for the rental...though I had never experienced this I said it was ok for her to run my credit. After she ran my credit, she informed me that I could rent a car and said that there was a Camry available...and then here comes the blow...she informed me that my rate would be $164.64, I informed her the would be fine and then she said "a day". I stated to her that price for a 3 day rental for in-state would be over $300 and she said yes, but it seems that you have no options, your the one who needs a car, either you can rent with us or you can thumb your way back home or to where ever your going. I was very shocked that she said this to me.
I felt because she had seen me going to the diffent rental counters that she knew that I was desparate and needed a vehicle. She was right, I had no options but to rent from Hertz. I am aggrevated and I feel cheated because the price was gouged due to my need for a car. I was charged $329.28 for a 3 day rental. When I reviewed my bank statement, I noticed that the charge from Hertz was $529.28. I called the car rental counter in the airport asking why was there an additional $200 charge to my account. After the CSR had reviewed my rental information I was informed that this was a security deposit and that it would be added back into my account. He also mentioned the rental rate. I informed him of what had happened. He apologized for the female's rudeness and did not mention the fact that I was price gouged to the extreme, he just said that the rate should not have been that high and ended the call. I would like to know the real reason why the rate so so high for the rental because as much as I have thought about letting this issue go, I can't because I feel as if I was taken advantage of because I there were no options left for me.

After thoroughly investigating car rentals in Liberia, Guanacaste, Costa Rica in December, 2009 I made online arrangements with credit card pre-approval of $404.12 through American Express, I decided on Hertz (or should I say Hurt$ ) and upon depature the total was $681.00+..!

I arrived in Liberia @ apprx 9:30 pm and was picked up and rushed to the agency..This was my first encounter with Mr. O.L. Vargas..They rushed me so much they actually left one bag on the curb at the airport to which I had to return and get, and thankfully it was still there..

He demanded that I presign a BLANK credit card slip, to which I refused..I said I would once I returned the car..He then said I had to leave the lot and he put my bags outside the gate in the dark on the highway..I was in tears...Obviously I had to consent to his terms as there was NOTHING nearby let alone telephones to make alternate arrangements..

He asked me about insurance and I said my insurance covers all vehicles that I drive including international travels, and he said to return the car full of fuel. Besides the fact when I actually left it was 1/2 full, I did fill the tank 10 minutes prior to return of the vehicle and I showed him the receipt..Get this, he thanked me for the gas and refused to take the $59.99 fuel charge off the receipt.! Never mind the fact the car was incacble of holding that much fuel, when in fact it was closer to 2 tanks of gas ..

I had arranged for an economy car as my needs were for local business only, so I received a manual Peugeot that was an ABSOLUTE wreck..The key did NOT work on the drivers side so I had to climb over the passenger side and the gearbox..Throughout the 2 weeks I had 2 tires that had slow leaks so I was constantly looking for fuel stations ( which is no easy task in Costa Rica ) to fill the tires..It left me incredibly insecure of my safety.

And now Hertz who asked for 2 weeks to investigate these allegations, in one day denies any liability ..."Our records indicate the difference between the approximate total quoted and
the amount billed is due to the Third Party Liability and Fuel Purchase Option (FPO)." ! Basically all they did was thank me for informing them of their inferior vehicles..

Oh yea they also put an unauthorized possiblity of charges for $1500 on my card...I find this so incredible astounding and I guess typical of Hurt$..

Oh yea, upon return to Sacramento airport at 11 pm. two weeks later Enterprise gave me a 2009 Ford Escape for $23.99 a day with NO hidden charges...

For your own safety and economic future NEVER rent from HURT$

I have received a verbale fine on line at 18:04 hrs. in Novate Milanese totalling 30 EURO which have been withdrawn from my credit card.
The problem is that I rented the car at Milan Malpensa Airport at 13:14 hrs. and passed Lucca several hundred kilometers away south at around 18:00 hrs. on my way to Montecantini-Terme in Toscana where I arrived at my hotel about 19:45 hrs.
I had some problems at Hertz Milan Malpensa Airport in obtaining the required car and papers were revised several times.
I do not know of any verbale fine on line and have in no way been in Novate Milanese at the claimed hours 18:04. As a consequence of above I want my money back.