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.
OKLAHOMA CITY, OKLAHOMA -- I rented a car from Hertz using their internet site, and I made my decision based on a price lower than that from Budget. When I returned the rental car I noticed that the cost was $50 higher than the original "estimate" from Hertz. The $50 difference was due to a $40 Customer Facility charge and a $10 lease tax, neither of which was included in the original estimate. When I later checked Budget's internet site, I found that they had similar charges, but Budget had the honesty to include those charges in their original estimate. I called Hertz and was simply stonewalled. I will never rent from Hertz again.
CINCINNATI, OHIO -- First I paid for my rental a month in advance b/c it was cheaper and they sent me a reminder of all my rental info. When the day comes for me to pick up my rental I had my sister take me up there to walk into the place and nobody was there. 15 minutes later still no one. I had to call customer service to find out that the place I picked was no longer open.
They shuffled my call to different people for 1 hour 45 min. Finally after cursing out somebody I called the downtown location and was grateful that the manager was nice and actually cared about my feelings. I returned my car back that Monday and received my 200 deposit back but then 2 days later I was charged 153 b/c they didn't close out the account until 4 days later.
Now I'm beyond pissed. This company is ** and I would never rent from Hertz again. I wouldn't care if it's free. I will always pay more money to go to ENTERPRISE b/c to me they're WINNING. Hertz is a non caring company who needs to learn empathy and how to take care of their customer when they mess up... MAD WOMAN.
SNA (SANTA ANA), CALIFORNIA -- I rented a mid-sized car from Hertz on 12/27/13 at LAX for a 1 day rental to be returned at SNA the next day for a total of $92.45. We arrived at SNA the next day 32 minutes late due to heavy traffic. I was told (quite rudely) that the grace period was 29 mins, so I was 3 minutes past that time. I assure you, if they wanted to be that particular, I waited at least 3 minutes for someone to check me in. I was charged an add'l $46.28, which I think was totally exorbitant. So a 1 day + 32 min rental cost me $138.73 + gas.
I contacted Hertz customer service via email and on 1/7/14 received an automated response that said "We respond to emails in the order in which they are received and will respond to you as quickly as possible". It is now 1/25/14, and I still have heard nothing. This is terrible customer service and I will never rent from Hertz again. I wonder... do they have that many complaints that they haven't reached mine yet???
POWAY, CALIFORNIA -- DO NOT USE THIS LOCATION! I am not exaggerating when I say that they have thieves for employees. I accidentally left my phone in the car I had rented and went to retrieve it approx. 2 hours later. I knew for a fact that my phone had been left in the rental car. ** at the front desk told me that the car had already been cleaned out and looked in a drawer with items I am assuming were left behind in the cars and my phone was not there.
He handed me the keys to the car so that I could double-check, but it was not there. He tried to get a hold of the employee that cleaned out the car, but could not reach him. We tried calling the phone, but there was no answer. I left my contact information with ** and he said that he would get a hold of me if he found anything. After not hearing from him for over an hour, I tried calling the office multiple times over the time span of about an hour, but there was never an answer.
I finally called the dealership in which the Hertz office is located inside of and asked if they could get a hold of someone for me at the Hertz desk and they did. I explained my situation and an extremely rude man snapped at me that he had just gotten there because ** had gone home sick and he would "investigate" and get back to me. At this point, I knew something wasn't right. After not hearing anything again for over an hour, I called back and the same man yelled at me saying that he hadn't had a chance to look yet.
I was sick of getting the runaround at this point and told him I would get the Sheriff down there to solve the problem. He hung up on me. I contacted the Sheriff's office and arranged for an officer to come with me to "Preserve the Peace." On my way down to the Sheriff's office, I received a call on my sister's phone (I left it as my contact number) from the man at Hertz asking which car I had rented and a description of my phone. I gave him the information not expecting much, but he called back 10 minutes later saying that my phone had magically appeared. I retrieved my phone and was so mad and relieved that I just got the hell out of that office.
I immediately noticed that the brand new charger I had gotten was stripped at the USB B end. There was a call placed (before I had it shut off), music was listened to and there was obviously no intention of my phone being turned in. The port on my phone was completely destroyed and I was never able to charge it after getting it back. I went for a week without a phone before I could get a new one, which ended up costing me $300 for the same phone as I was not due for an upgrade for another year. The state that my phone was returned in made it useless. I lock my phone now as I trust no one to be honest thanks to Hertz employees.
I will not be using Hertz again as a day rental ended up costing me an additional $300 for a new phone and the realization that customers cannot expect companies to employ people who aren't thieves. I have contacted the Hertz corporate office, but never received any correspondence. The employee who cleaned out the car I rented should have been fired for keeping my phone. Hertz apparently does not look down on breaking the law at work because I know many companies with a zero tolerance for theft in the workplace, whether it's committed against the company or customers.