CORAL SPRINGS, FLORIDA -- It is to my disappointment that my trip to a wedding at the Biltmore in Asheville, NC was halted by the incompetence of your employees and and unsafe vehicle. It all began this morning where my reservation showed no need to confirm or call about my reservation but I was hoping that it be possible to pick up my rental car at 4pm instead of 5pm. I called the Coral Springs, FL Hertz office at 8am same day to ask the question. I was greeted by a gentleman who voiced that they were limited on vehicles and when I asked not only about the earlier time but if there was a possibility that a car would not be available to me as scheduled for 5pm; his reply was uncertain. This concerned me so I asked for a manager who happened to be on the other line.
I called back and got Jennifer on the line who assured me that 5pm will happen and check with her throughout the day for the possibility of an earlier time. It was not an option so I went to the location to find out that the vehicle "assigned to me" was at the Lincoln dealership because another employee mistook it and drove off with it. Thus to make everyone's life easier, I volunteered to go pick it up at the dealership and to my dismay a very busy attendant with no help who still needed to wash the car.
I waited because I was still on track for my plans to drive beginning at 9pm. He marked off a number of scratches to the vehicle but because he was taking note, I was not too concerned about the cosmetic aspect of the car. My next step was to pick up my husband on Commercial and Dixie to proceed home and pack up the car for our road trip that was planned months ago.
We drove on the I95 and at 55 miles per hour the car began to shake and made me concerned for my safety in embarking on an 11 hour drive. My husband also pointed out a dent in the dashboard where the airbag would sit as well as a loose door fixture and broken visor latch. Thus we packed up the car a after making various attempts to reach people at Hertz to be sent on a round robin through the switchboard. We then decided to take a trip to our nearest Hertz at the Ft Lauderdale airport as it was the only way we could communicate with a live person after filling the gas tank with 13 gallons for I received the car on an 8th of a tank.
I spoke to the manager of Hertz at the airport code 2012/FLFLA11 to receive the feedback that the faults that I experienced outside of the airport unfortunately are common to the stand alone locations. I gasped and asked that I be credited for my gas purchase and cancel the rental. She proceeded to still bill me $16.83 stating that she must bill me for the day as she generously credited me for returning the car to a different location. I was in shock because half of the 21 miles incurred in 5 hours was to get to the airport to return the unsafe vehicle.
I felt sad to have lost not only 5 hours of my time but missed a once in a lifetime opportunity to attend a wedding because my timeline was burdened by Hertz as well as over $1000 of unrecoverable costs for preparation and attendance in the wedding for both myself and husband.
If this were an episode of undercover boss. I would be embarrassed, ashamed and disappointed to allow the representative of my organization treat people this way and worst of all, compromise people's safety for a buck.
ESTERO, FLORIDA -- On my birthday my car went into the shop. I obtained a rental from Hertz. Three of the four cars were significantly damaged (which I only realized after driving downtown to take myself out for dinner and getting a flat tire for what I thought was "no reason"). So while I was on the phone with "Roadside Assistance," who refused to send any assistance. I've been sick (severe lung infection, etc) since then because it was abnormally cold out and I didn't plan on hanging out outdoors all evening. Anyway, let me get to some more basic facts.
A. I was hung up on by 7 "customer support representatives." B. I spent 11.5 hours trying to get a response from anyone that could "address the problem," according to the branch I rented the car from. C. They still have not returned the $200.00 dollars they held on my debit card. D. I could go on for days but I'll spare you. If you want to know more, email me at **. I must go now before I'm late to meet the notary appointment. I have to get this letter sent to corporate via certified mail now. Do your homework before you rent a car. What a NIGHTMARE!
SAN DIEGO, CALIFORNIA -- We rented a car through Hertz a couple of months ago when we were in San Diego. In SoCal, there are toll roads where you pay with your Fast Pass and if you don't have a Fast Pass, you have to call a special number that is posted as you're driving through the toll, or else you are fined. It would have been nice to know that in advance. My husband and I were looking for a place to pay the toll, which doesn't exist. Somehow, you are supposed to find that number and write it down as you are driving on the freakin' highway. Ridiculous.
Anyway, we drove through the toll, assuming that the car would already have a Fast Pass connected to it, and we would pay those upon returning the car. That is not what happened, and we actually completely had forgotten about it. A couple weeks later, I received a notice in the mail that we had blown the tolls and had to pay them, plus a fine through the Highway Dept., plus a $30 fine through Hertz. When I called Hertz to explain the situation, they told me to call the Highway Dept. and if I could get the fine dismissed. All I needed to do was have them email Hertz and the Hertz fine would also be dismissed, which I did.
The Highway Dept. dismissed the fine and all we had to do was pay the tolls. When I provided Hertz with the email, they told me I was still responsible for their fine because the email didn't tell them what they wanted. I wrote Hertz back and asked them what else exactly did I need to have the email say and I would contact the Highway Dept. and ask them to rewrite it, but Hertz never responded. At this point, I was at a loss because the email from the Highway Dept. stated that, "the tolls have been paid and no further action is needed."
I noticed a few days ago that, since they had my credit card info from the previous transaction when we rented a car, Hertz went ahead and charged my credit card for the fee that they imposed without my permission. I have since taken it up with my bank and am contesting the charges. Never again will I ever rent a car from Hertz and neither will any of my friends, who travel quite a bit.
I made an online reservation for a rental car through Expedia. I rented a car from Dollar (same as Hertz, even dealt with Hertz rental agent in addition to Hertz customer service) for a trip I took to Munich, Germany. Being an international trip, I carefully reviewed the accident coverage provided by my credit card company and decided that I would decline coverage through Hertz. I even read the terms and conditions stated in the reservation, and I was still good with my decision.
However, when I arrived on the ground in Munich, Hertz told me that I had no choice but to accept their coverage unless I could provide written documentation of my rental insurance coverage provided by my credit card company. After complaining that this was new information and I was never told about this policy, I was basically told to pay for the coverage or don't rent the car. After making a stink, I was told by the agent that if I printed the info at my hotel and returned with it, they could remove the insurance coverage. Boy, I should have gotten that in writing!
Having nowhere to print out my information, I had no choice but to accept the coverage and hope that they honored their promise. I'm willing to bet you can see where this is going. I printed the information as requested, and returned with it. However, the agent that accepts the returns was unable to do anything for me and told me I had to see the agent at the booth. But when I got to the booth, they informed me that since the invoice was closed out (which occurs when you give back the keys), there was nothing they could do for me. But that it wasn't a big deal, and that I could call customer service and they'd take care of it.
When I called customer service, I was informed that since I accepted the coverage, the bill was correct. They don't care about the shady business practices of policies that will force you to pay them more money for add-on services that you don't need. Then they give you the run around having to make phone calls, write emails, etc, all the time basically telling you to go pound sand.
I could not have been prepared to provide written documentation of something that I was not informed of prior, at a time when I had no options. They are aware of this, and it is why they do it. They know you are screwed, and that most likely you cannot deny the car rental given that you are in a foreign city with no other options. Then they make promises they never intend to keep. I will NEVER rent from Hertz or their affiliates again.
LOS ANGELES, CALIFORNIA -- Rent elsewhere. Using Hertz for my car rental services in Los Angeles a couple months ago was a major mistake. Let me start by saying that I travel often and use many different car rental services. Hertz was by far the worst one in every aspect.
A couple weeks after I dropped he car off and completed my final payment, I was sent another bill for a 'toll violation'. When I called Hertz to inquire, I was greeted by the single most condescending and arrogant customer service representative I have ever dealt with. The rude individual would not consider my side of the story, which was that I was not traveling in any toll areas. This person told me I should have noticed signs and told me basically what I should be noticing while driving.
Nice of them telling me what I should have seen and seemingly knowing exactly where I was. I was done with this person, so I attempted calling back and got another representative who took the same arrogant and undeserved superiority tone with me. These employees seem to talk to their customers as if the customers are lucky to be renting with them. Throughout this whole process, I was treated as though Hertz was my only car rental option.
Well, it is not and I will never use Hertz again. I could have handled paying whatever 'extra costs' I was stuck with, but to be treated in such a condescending way angered me.
When you are making your car rental choice, please remember that it is exactly that, a choice. Hertz would have you believe that they are the only option. They aren't. I urge you to look elsewhere. If by chance you have any billing inquiries, the company seems full of employees who are full of themselves and treat customers like villains. Rent elsewhere, you won't regret it.
LAWRENCE, KANSAS -- I think it is absolutely ridiculous how the entire staff handled our rental in Lawrence, Kansas. We are VERY displeased and will post and tell everyone we can how horrible Hertz has been. The counter person, Luke, had no clue what he was doing and charged us for incorrect charges, then totally passed us off to corporate because "I don't know how that happened, but billing can fix it for you".
We rented a mid-size car and we were given an SUV that got horrible gas mileage. Andrew, the regional manager was incapable of proper customer service. Charges did not "fall off" as we were told they would. It insane that charges can be put randomly on our credit card without permission and we're just suppose to wait for Hertz to release the funds that never should have been held to begin with. Never again will we rent from Hertz.
HARTFORD, CONNECTICUT -- Needed to spend a week in Connecticut to do some work. Rented a car with a great deal from the Hertz website. No problem getting the car and returning the car. Overall it was a good experience...then. A week after my rental ended, a charge for over $100 appears on my credit card from a company called Plate Pass Hertz. Apparently I've received charges for using toll routes in NY/NJ for the week I was in Connecticut.
The only problem is I never left Connecticut. In fact the car was in a pay garage in New Haven for all of the days they show it being in NY. I had the key in my possession. I had only put 143 miles on the car the entire rental. I am not happy for this random and erroneous charge, and now will have to deal with this third party, who Hertz provided my information to charge my credit card. So much for a great deal, now I have to waste my time trying to get this charge reversed.
MUNICH GERMANY, ILLINOIS -- I prepaid a rental for a car in Munich, Germany for $246.31 and said I wanted snow tires and was quoted it would be $130. When I picked the car up they were on it so I left. Was told if I did not bring the car back full of gas they could charge me 182.70 Euros. That's one scam to look out for at 4.35 Euro per liter.
To make a long story short the tires cost me $193.20 after adding all their none quoted taxes and fees just about as much as the car rental was itself. Take pictures of the car damage and have them write it down on a form they give you. When I took the car back they were looking to find things to charge me for until I started taking pictures again of the car.
They also wanted to take my form with the damage I had seen before leaving then I would have had no proof of prior damage and scratches & of rock chips. My advice is prepay but never add to your prepaid price. They will add, add, add to it.
ATLANTA, GEORGIA -- These people are devious and deceitful. Watch your wallet. Read your contract. I reserved an intermediate car for my wife for one day online for a quoted total price of $74. Ended up paying $192 because they upgraded her to a full size without telling her that she was being upgraded or explaining that there was a charge for the upgrade. She signed the electronic contract assuming she was getting what was reserved - they pulled a fast one on her and she, unfortunately, fell for it. Called customer service to ask for a refund - they offered 15% off the $60 upgrade charge ($9). That was so outrageous I had to laugh.
SPAIN, UTAH -- This spring we took a trip to Spain and rented a car from Hertz, and were charged an “Administrative Fee” of $45 for a minor traffic fine of about $45. While on this vacation, we incurred a traffic violation, we were caught on traffic camera apparently driving in some kind of restricted lane, in downtown Granada, caught on traffic camera. Incurring a fine of 40 Euros. This translated to about $45 US plus tax. OK fair enough. We didn't know we had violated any traffic law until we got the charge from Hertz. Instead of just charging our credit card for the traffic fine of $45 US they charged an additional $45 for an “administrative fee”.
This brought our total to about $95 including tax. We found this ridiculous and absurd price gouging for the 5 minutes of work needed to look up our rental contract and charge us for the traffic fine. Wow! $45.00 for a few minutes of work, I guess I'm in the wrong business. We won't be renting from Hertz again.