DENVER, COLORADO -- Reserved my car on a credit card. When I arrived to pick up the car I used a different card. Because I did that they kept my original reservation money which didn't apply to my rental. They said using a different card wasn't allowed (after the fact). But hmmm they let me do it! Long story short they are keeping an extra 100 bucks which I received nothing for. It did not apply to my rental. Also, half way through the trip the engine light came on and had to find a new location to pick up another car. This of course resulted in lost trip time for me. They simply didn't care about putting me out. At all!! If you're looking for customer service and a great experience Do not rent from Hertz!!
SALT LAKE CITY, UTAH -- Our company rented 4 large SUVs for the Ragnar Relay across the Wasatch back on June 19th-20th. We arrived at the airport only to find that we would need to wait 40 minutes for our vehicles to arrive. After waiting for 90 minutes, we approached the counter to find out what was going on. They told us our cars were not there yet, and the available Suburbans in the parking lot were reserved for other customer picking them up later that day.
When we asked what they could do for us, they said they could call when they arrive, but they had no idea when that would be or we could cancel our reservation. We had to be out the door and on the road with the SUVs in under an hour and both options were unacceptable. No one offered to call another location to see what they had or offered to find another location for us to pick them up at. They were not apologetic and didn't care that they were unable to provide our cars that we rented over 4 months earlier. In addition, they said that we could have one SUV with expired plates if that would work for us. Expired plates????
This was the worst experience I have ever encountered with a rental company. To top it all off, I sent an email about my experience to their customer support email and I got a canned email nearly 2 weeks later stating that they hope I will rent again in the future. I am extremely disappointed in my experience and I will never rent from HERTZ again for my personal needs.
SNELLVILLE, GEORGIA -- On 3/27/15 I went to pick up my rental car that I had previously reserved, only to find out there were no cars on the lot at all. The few that were due back had not been returned. The woman in line ahead of me had even paid for early reserve. Three hours later, I still had no car. I was forced to go to another location and pay full price (instead of my discounted rate) as well as to pay for an upgrade. I was leaving on a Friday afternoon in Atlanta traffic, so needless to say, I was 4-5 hrs late getting to my destination, and paid way more than I booked the rental for. So just a word to the wise, just because you reserve a car, doesn't mean they will hold it for you.
When renting a car at Shannon Airport, Ireland, the desk agent added insurance that we had declined several times without our knowing. We had already purchased insurance in the States several months before the trip. Weeks after we left Ireland, the agent charge us $133 EU for the insurance we told him we did not need. I'm sure they get a commission on add-ons.
The insurance is not even listed in plain language so you would know you had been charged for it. It was in code, only a few letters that were not recognizable as 'insurance'. Needless to say, we did not realize we had been scammed until the trip was well over.
I have tried to get Hertz to refund the money but they will not. I have been working to resolve this for eight months! I am feeling so upset and angry that I just can't deal with them anymore -- which is exactly what they want. Spare yourself from being a victim of this large corporation that just doesn't give a darn about its customers. DO NOT RENT FROM HERTZ.
HILTON HEAD, SOUTH CAROLINA -- Whatever happened to "the customer is always right"? After my US Air flight was canceled with no seats available for 2 days I rented a car for $220 to drive 4 hours to Charlotte so I could make it home today. After driving 40 minutes the car started making a loud rapping sound when we went over 60. We decide to turn around and return the car. There was no way we could now get another car and make it to Charlotte.
Upon returning the car the counter person wouldn't believe us that the car had a problem. She was rude and nasty and said she could only accept the return and bill me for the car. When I protested she got real nasty saying the mechanic was there and said the car had no problems in the past. Hello - she never heard of a car developing new problems. Never again Hertz. If your people are trained to act like this. No thanks. US Air gave me a room and transportation to Savannah to catch my new flight out tomorrow. God willing.
PRATTVILLE, ALABAMA -- I rented the car through USAA for two weeks in late December and added an additional driver at the Hertz Rental in Prattville, AL. There were many issues in renting a car from this location: Firstly, the car had a tire with a slow leak that had to have air added every few days. The car was not cleaned well and there was no wiper windshield fluid in the car.
Secondly, the total estimated charge was $112.00 less than when I returned the car with the Manager adding a $13 a day fee for the additional driver when one of the perks for going through USAA and having the Hertz Gold Points is to not pay a fee for an additional driver. I highly recommend not using this business. The Manager has no customer service skills and is rude when you bring up the issues described above by refusing to do anything even after telling him you are going over his head.
POMPANO BEACH, FLORIDA -- We made reservations on Expedia for a car rental at 2471 North Federal Highway and went there to get our car after 12 hours of travel. At the location they told us that they are a satellite location and sent us to 1000 NFH location. The location was already closed by the time we got there since they would not wait for us. Called Customer Support who did not know anything except that there is no more cars like the one we booked and that we need to pay more for a smaller car. I would call this false advertising..
MAUI, HAWAII -- I have rented a lot of cars over the years but never had an experience like this one. Our first car had a bad transmission. First gear was going, going, gone. I wasted 3 hours of my vacation day trading it in for a new one. The "new" one was even smaller than the first and smelled like body odor like you would not believe. Instead of wasting another 3 hours of my vacation, we bought a bottle of Febreeze. Every time we turned off the car, we sprayed down the inside to try to get rid of the smell.
After using about 30 ounces of spray, it started to fade a little but if the car was left in the hot sun, forget it. When we returned it, the attitude of the check in people was simply, "sucks to be you". No offer of a discount, a refund, or even a simple "sorry". With any luck, Hertz will be out of business soon. I will never rent from them again.
CHALMETTE, LOUISIANA -- I was in an accident and was forced to go through Hertz. I received a dirty car that had not been cleaned inside or out. The car was not well cared for. State Farm the insurance for the guy who hit me wouldn't let me go thru anyone else.
I was charged a detail fee when I know they didn't clean the car to begin with. I was also charged another $205 for late return when I returned the car way in advance. IN FACT after returning the vehicle and keys to Hertz they still recorded me as having the vehicle for another week. They were really unprofessional, threatening to throw me in jail for stealing their car. I had to tell them over and over it is parked in the front of the Hertz office. I WILL NEVER USE THEM AGAIN!!! I would rate them zero but you can't go lower than 1 star.
STANSTED AIRPORT, U.K. -- I rented a car from the airport, and drove directly to my destination, where the car was parked for a week and not driven further. On my return trip, a tire went flat and required replacing, which I paid for. There was no damage, nail, etc - it appeared to have been previously repaired and just gave out, unfortunately on my rental. When I returned the car I was informed that the flat tire was my expense, as well as being charged for another tire which appeared to have a small tear in the outer rubber.
As I'd done nothing to cause this, and the tire was obviously well worn and previously damaged, I protested but to no avail. I do not appreciate paying for Hertz's routine tire maintenance of their cars, and they appear to use this tactic to allow their customers to pay for new tires to replace old ones. If you choose to rent from them, I would recommend that you thoroughly photograph the tires before leaving the rental lot. I will NEVER rent from Hertz again.