HIGHLAND, INDIANA -- Upon renting a vehicle for a couple of days to visit family and friends in Northwest Indiana, I continued on to Cincinnati, Ohio. I was told upon returning the vehicle in Cincinnati at the predetermined location that I was going to be charged approximately $150 more on my card than previously agreed upon. When I questioned the validity of this charge with the individual taking receipt of the vehicle, he said that the charge was for another "full day" because the vehicle was three hours late in getting returned.
When I told him I didn't know what he was talking about he said it was to be turned in earlier that afternoon, the same time of day I rented the vehicle. I explained to him that I told the guy from whom I rented the vehicle that when asked when and where I would be returning the vehicle, I said I was going to be returning it to the airport in Cincinnati in the evening on this day. And in fact, I not only returned it on time, but even a little earlier than what I had told the Hertz representative in Indiana.
This representative agreed that the charge was excessive, not necessary, and that the individual from whom I rented should have expressed that the vehicle was to be turned in at that particular time. He said if it were him he wouldn't expect a full days charge and that although he was unable to make that adjustment, I should contact the store from which I rented the vehicle and they could do so. I have called the store from which I rented the vehicle twice.
The first time, the individual I spoke to said he understood and that the individual I rented from should have gone over the details of the contract and expressed everything such as the turn in time in order to avoid instances such as these. He said he also agreed that the charge was excessive and that he wouldn't like to be charged a full day for an extra three hours, especially when as a customer he didn't realize the mistake made on the contract. He said he would talk to his manager and get back with me that day concerning the situation. I never heard from him again.
A few days passed and I called back. This time I spoke with a woman who said she could make that adjustment but that she wouldn't because the time was written in the contract. I explained that her representative did not put down the time that I told him, and I did not expect to have to go over each detail of the written contract written by her representative given that I expressly stated at the time of rental the time and location of which I was returning the vehicle.
I further explained that I was a loyal and repeat customer of Hertz and that in light of her customer service representative putting the incorrect turn in time on the contract, and further failing to inform me of the time he placed on the contract for return, I would still meet her halfway and not expect a full refund of that day but agree to a pro-rated charge for the three hours because I didn't read the contract in detail and catch it. I thought this to be a fair and satisfactory solution for all involved and would satisfy me enough to have the company work with me on this that I would rent from Hertz in the future. Never again.
The representative on the phone told me even though she "can do that, I won't" and went on to further slow her speech referring again to the contract as if to speak to me in a childlike manner. I explained to her that I was a grown man and not to be treated like a child and she said then you should stop acting like a child. I asked her how expecting to be treated with fairness and respect after being a loyal and repeat customer was acting like a child. She had no answer to that question.
I asked her to look at it from my perspective and that if she unknowingly returned a vehicle past its due time, would she expect to be charged for a full day given that the vehicle was three hours "late". She said of course not, she wouldn't expect or appreciate a charge like that. I thanked her for her honesty and said, "Then why are you doing it to me?" She said, "That's the policy and I can't make an adjustment." I said no, you can make an adjustment but you won't. She then admitted that was true.
Admittedly, I should have looked over the details of the contract much closer. And one can bet in the future I will. However, their representative did not put the correct time on the contract for return, did not return calls they said they would, refused to assist me in coming up with an acceptable solution, and further went on to insult me during our last phone conversation. This was completely rude, disrespectful and inappropriate behavior all around for which I will never rent from Hertz again.
ORLANDO, FLORIDA -- Location: Orlando International Airport, FL. Rental length: 17 days, August, 2009. Nightmare started: From the minute we told the representative at the check-in counter that we were from New York City and we did not drive often, our nightmare started. Basically, the representative did two things during our check-in process. At first, he wanted us to buy their fuel purchase plan. To this purpose, he lied to us that the oil price in Orlando is over $4/gallon, while through that plan, we could enjoy the rate of $2.51/gallon. We did not drive often but we were not idiots. We gently turned down this offer.
Then he wanted us to sign for an insurance package that cost more than $900, without even asking us whether we need it. Since we were pretty sure that our own insurance company has covered most of the listed things, he started his "persuading tricks" by saying all horrible things about the safety issue in Orlando. For a moment we almost wanted to cancel this reservation since it sounded like we would be killed once we step out of that Hertz building. Finally, my husband called our insurance company to make sure that we can survive throughout this vacation, and at last we did not buy that insurance plan. Then I saw perhaps the most "disappointed" face I have even seen in my life. We almost ran out of that building to get away from that cold face a.s.a.p.
Nightmare continued, and got worse: We thought the hard time was over, but we were clearly wrong. Our car was a 2008 Volkswagen Beetle, without any manual. We drove that car for 3 days, and every time the brake was applied, we felt that the entire vehicle was vibrating. Since we still have 2 more weeks to go, we decided to change the car. I guess we were really, really lucky for making this decision. We did not go to Disneyworld during traffic hours as usual. We took one day off, and chose to drive back to Hertz around noon.
However, we did not make it back to Hertz (only 13 miles from our hotel) due to the break failure. Fortunately, the failure happened in the parking lot of a buffet. Finally, we called Hertz emergency line and get our car towed back. Thank god no one was injured. One thing I cannot stop wondering is, Hertz staffs should know that the car had some break problems, since the symptom was pretty obvious to them (although not so obvious for us who had never experienced a break failure before), why did they still rent that car to us who were supposed to use it for 17 days. Were they (or the "disappointed" staff) trying to kill us?
Nightmare continued. Anyway, we get a replacement, a 2009 Toyota Camry. We were in general happy with the car except for the slippery tire when driving in the rain (it almost rains everyday in Orlando during our stay). Since we did not want to go back and change for another car again (with a chance that we would get a even worse car), we tried to reschedule our trip to avoid driving at raining evenings. However, slippery tire was not the only thing wrong with the car. After driving for about 10 days, the maintenance requirement light was on. The engine oil needs to be changed.
We could risk driving this car for the rest of our rental days, but we basically did not trust Hertz anymore, and we did not want to take any more risk. So we went back to get our car replaced again. This time, the question I am keeping thinking about is, do they ever check their cars? When I returned the Camry, we only drove it for about 300 miles. This means when they rented us this car, they should have changed the engine oil already.
Nightmare ended (hopefully). I really want to finish my story now, but since we haven't received the final bill from Hertz after our trip, I am not sure whether the nightmare has ended already. I do not even want to say how bad this Hertz rental experience is. I just want to pray for all future customers that choose to use Hertz.
FAYETTEVILLE, NORTH CAROLINA -- Yesterday my sister and Mother were to travel out of town and were using a debit card for the reservation. When they called to reserve the car, they were told this was not a problem. When they arrived at the airport, the car rental was declined. The debit card however was hit for nearly $500. We have now spent yesterday and today in numerous heated calls to Hertz, trying to get a refund to the card.
A call to the local airport where the car was supposed to have been rented and the same people who hit the card for this unauthorized charge was useless. A call to the customer service number is merely an automated system and filled with false information. A recorded message says that if you are waiting for an authorization to fall off of your card, you must phone your bank and ask them to release the authorization. This is NOT TRUE. The only person who can release those funds is the business who put them on the card.
You are only asked to leave a phone number and name with the automated system and someone will phone back in 34 to 53 minutes. So, the woman calls back and claims she cannot release the funds until she speaks to my sister who is travelling. I explained this to her and said that you did not rent her the car, it is going back on HER card and to simply release the funds. I went on to explain that they would not know if I had a woman call and claim to be my sister if it were really the person they claimed they were since they have never spoken to my sister before and had no voice to compare it to.
Again, she claimed she must speak to my sister before she can release the funds. I offered my sister's cell number and was told they cannot call out as they are on an automated system. OK.. my temper is flaring now and I call my sister and have her call the Hertz automated system and after leaving her name and number, she receives a return call and is told they can release the funds but now told it takes 24 o 48 hours to process the release and then another 3 to 10 DAYS for the funds to appear on her account.
Hertz did nothing but cause problems and no one with one ounce of common sense can fix the problem... Apparently common sense is lacking at Hertz. I would say to stay clear of this company and use one of the competitors. Don't be ripped off by this company.
They did not rent a car to my sister and had no right to charge her card for anything and then to go through this to get a refund of an unauthorized charge is beyond ridiculous. My advice is to cancel any reservations you have with this rip off company and take your business to one who appreciates your business enough to at least talk to you and not use an automated system answered by robots who have less common sense than the cars they rent.
ALBUQUERQUE, NEW MEXICO -- I am writing this letter on behalf of a client/friend who speaks Spanish. My client asked me to book two 7 passenger SUV's for one week for he and his family of 14 to take a road trip from New Mexico to Colorado. After some research online, I decided to go with Hertz since they seemed to have the best rate. Since these are specialty vehicles, I was not able to book them on Hertz.com instead, I had to speak with the specialty desk at Hertz reservations. I was told Hertz needed a credit card to "Guarantee" the cars' availability. They could not confirm the make and model but guaranteed me that the vehicles would carry 7 passengers each.
The morning my client was scheduled to pick up the vehicles at the airport in Albuquerque, NM, the Hertz representative at the counter said he only had one 7 passenger vehicle and one 5 passenger vehicle. What is interesting is that the Hertz representative in ABQ said he did have a Ford Expedition on hand which could hold up to 9 people but he wanted to charge an additional $1500 which was the price of one week's rental, this was in addition to the $1200 which was the original quote for the two 7 passenger vehicles I reserved. My client called me to see if I could help him.
After speaking with the representative in ABQ I called the Specialty desk at Hertz reservations, the woman I spoke with seemed very surprised that this happened especially since I had booked a "Guarantee" for two 7 passenger vehicles but ultimately, all she could offer me was an apology. My client ended up renting with another Car Company that had 2 7 passenger SUV's for less money than Hertz charged. (Hertz allowed $1200 walk out the door). I specifically asked the Hertz representative in Albuquerque if he was going to charge my client anything since he was not going to take either car, he said no.
I followed up with a letter to Hertz's customer relations and received a standard letter of apology with a $100 discount on a future Hertz rental. Several days later I noticed my client called to say a charge from Hertz for $100 had appeared on his credit card. I emailed the same customer service representative who sent the $100 discount certificate and was told that Hertz has a cancellation penalty for SUV's of $100 per vehicle if cancelled within 24 hours of the scheduled pickup. Since one of the two vehicles was a 7 passenger vehicle and my client didn't take it the $100 cancellation penalty would apply.
I wrote back and explained this was an all or nothing situation, was my client supposed to leave 2 members of my family behind? My argument seemed to fall on deaf ears. I feel Hertz is being completely unreasonable here to give a $100 future discount but then charge $100 cancellation. I am asking for the $100 penalty to be reversed on my client's reservation. I would also like a clarification of Hertz' "Guarantee" policy for SUV's. My question here does Hertz fall under any regulations like the DOT? Would another letter written to the Better Business Bureau help? What do you suggest?
MINNEAPOLIS, MINNESOTA -- I had been a faithful Hertz customer for over 30 years (NO MORE). I rented a car for one day at 40.00. Took the car back to the airport with having used on a few gallons of their gas. They charged me over 76.00 for gas, or 14.00 per gallon. Hertz next time you try to rob me, use a ** gun. I will crusade for the rest of my life telling people not to use Hertz.
Recently rented a car through the Hertz.com website for use in South Africa. The rental was prepaid at a "Guaranteed" rate. However we received a credit card bill from the South African Hertz Rental that charged us almost twice our "guaranteed" rate. Called Hertz and was told that the franchise could charge what they wanted. So the "Guaranteed" rate on the Hertz.com website is a lie and false advertising. Stay away from Hertz and their dishonest and deceptive practices.
MUNICH GERMANY -- Upset Muenchner. Munich Hertz Rental Scam (Holiday Inn Location). Warning to all potential rental car customers! I have been a Hertz Gold # 1 Club member for over 10 years and had no problems renting in USA until I picked up a car in Munich with 15 K miles in November of 2009 with minor damages on both sides and the front. After a week, I brought the car back to the Holiday Inn location operated by a rude single person who did not even bother to come down to look at the car in the garage. I had her stamp my prepaid invoice and walked away. Few weeks later, I noticed on my credit card charges of 429 Euros as 'Non Waivable Damage Excess".
My explanations about the fact that I never caused any damage to the rental was not accepted and they sent a frontal photo with a finger pointing to a white spot on the bumper which could hardly be seen (less than 0.5 cm). The car in the photo was unwashed and could also very well be dirt. In any case my correspondence did not solve the case and I am very bitter. I never thought that they could just charge any amount on my credit card and get away with it. I read in some blog that one should take before and after photos. What happened to good old days when everybody was trustworthy.
SAN FRANCISCO, CALIFORNIA -- My wife were planning a 2 week long trip to California so we booked a compact car through Hertz exactly 1 month in advance. We took advantage of their "Hertz 50 Plus" discount as we are both older. We chose the "pay now" option to secure a better rate which amounted to about $160. Upon finishing up the reservation online we received an email confirmation which stated no rate at all. We were needless to say a little suspicious.
When we arrived at the airport in SF about 1am after traveling for nearly 12 hours, the Hertz representative acted very confused and irritated and said that she was not familiar with this type of discount in spite of the fact that we had a hard copy of the reservation. She was back pedaling as quickly as she could. In order to get out of the airport with a compact rental we were essentially forced to sign an agreement for almost $900 for this 2 week period.
The next day I phoned the same Hertz counter and stated that I'd like to pick up a compact car today for a 2 week period and did not have a reservation. The price they gave me was $200 less than what they had presented to me the night before! What is going on here? I phoned the national branch and they were sympathetic. They reduced the rate to what would have been the "pay later" option when I initially made the reservation but this was still not fair.
I had legitimately put this charge on my Visa but my credit card company had no record of this charge. This has got to be the first time in my life that a Visa charge did not go through with an online purchase. I am currently attempting to dispute this over charge but what an uphill battle this has been. Hertz continues to utilize deceitful business practices and I can't believe that AAA actually endorses them! I will never ever do business with them again.
What a despicable company!! And here's the icing on the cake, the car broke down after a week and we spent an entire day waiting for a replacement. One day of our vacation was taken from us. Shame on Hertz.
I have rented from Hertz for the last 7 years. I was President's Circle about 5 of those years generating about 20k or more each year for Hertz. Last year I became Platinum. This April 24th I was placed on a DNR for an incident that happened on August 17th, 2010, almost 2 years later. I had a misunderstanding with a manager at the Ontario Airport. I did not curse at her or threaten her. I did not want a vehicle she tried to give me so I asked for something different.
She was rude and said no, and if I didn't want the car they had then I could leave walking. (mind you I am crutches for life). I told her that I didn't want to argue I just did not like the vehicle they gave me and I wanted a different one. Well long story short she went to the back and called the police and told them to make me leave because I didn't want the car she offered me. WOW. I wrote a letter and complained (3 pages of detailed information). I received an apology from the location Manager on November 18, 2010, saying she talked to the employees and was sorry.
The 20 something of November 2010 there was a request to have me on the DNR. I was DNR on February 7, 2011 for the incident, claiming I made unwarranted comments and threats toward a Hertz employee. I wrote an appeal letter February 19, 2011. The DNR was overturned March 1, 2011. I was fine after that, renting on a monthly basis.
Well now comes April of 2012, I needed a truck and called the Ontario Airport to see if they had one. A manager said he would try and locate one. He placed my name on the board stating a Platinum customer ** needed a truck. Well ** seen the board and flipped, questioning why I was able to rent again and that I should not be able to. So the location manager called the DNR and had me re added to the list. At this time I had 3 rentals out. One I was driving, my secretary the other, and the wife the other. I have fought and fought for Hertz to realize I was not in the wrong for the incident.
I provided document after document to prove my position. I have gotten nowhere! I tried dealing with the regional manager, nothing! ** at the main office over operations, nothing! My word against their local manager, but mine with supporting evidence.
This lady ** has some kind of Vendetta against me and I do not know why. But Hertz is being completely unfair towards me. Not sure what else to do. I do not like having me name Tarnished by lies. I am a great person, I volunteer with several nonprofit organizations, ex military and a mentor to many. I just want Hertz to do the right thing.