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.
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.
UNITED STATES, WASHINGTON -- I actually have two informative complaints. The first is Hertz's deplorable treatment of employees. I worked for a Hertz in the Pacific Northwest, and from day 1 was treated horribly by a tyrannical, bullying boss. He wasn't even the branch manager, just an assistant. He basically did no work, had no customer contact (except to fraudulently boost his sales numbers) and treated me and any other new hire like we were subhuman.
Hertz later rewarded his horrible behavior by promoting him to manager. I was forced to work 60-75 hour weeks, sometimes 7-14 days without a day off. The managers would only work a few hours a day mon-fri. If I complained, I was threatened with a write-up. I was eventually promoted to assistant manager after a year, but I was honest with customers, and fair with my co-workers. I was constantly talked to by managers saying that I needed to be more "pushy" with my sales and told that sometimes "you have do to shady, backward things to boost revenue." When ordering cars for reservations, we have to call our city's fleet managers.
Often, when we had reservations for specific types of cars like suv's or pickups, or luxury, I was told by the fleet managers that there were none, and I had to make do with my tauruses or corollas that I usually had on hand. And even when we were low on regular cars, and I had to call fleet in order to have more brought in, they would just simply tell me that there were none, and I would have to turn people away, and to only rent the remaining cars to high level Gold customers. (After all, they were miles away in their large offices in admin, not on the counter when the out of luck customers came in.)
We were also not allowed to give out the phone numbers for the fleet managers to customers, or we would be suspended. Also, often, I had to back up Hertz policies to customers who were trying to cheat our rules, and was sold out by management. The customers were always coddled to, even if they were clearly in the wrong, and I was made to look like a schmuck. When it came time to get our commission each month, Hertz would suddenly raise its level of equation (the sales formula matrix we used for determining the level of commission we received for our monthly sales) making us ineligible for a dime of commission after we had worked extremely hard all month and usually had more than $20k in personal revenue.
When it came to quarterly bonuses, we had to sign a waiver stating that the company can withhold all our money for no reason at all if it chooses, so we usually didn't know if we would see our bonuses. Branch and upper management was a total joke. I once had an employee who was physically assaulted by a customer who was angry because he didn't give himself enough time to return his car and thus missed his train. The customer threw the keys at my employee, hitting him hard in the head, causing a large welt and bruise. The customer then called us all horrible names, and his reward from the manager was a free rental, and a voucher for a future rental.
The employee wanted to press charges, and was taken into the back office and chastised. He was later forced to quit when he did not let the matter drop. I myself was once so verbally assaulted by a customer, that I was physically shaken for days. The customer was upset because of the company imposed credit check on debit cards (not MY rule) and proceeded to call me an **. He also threatened my family and insulted everything about me including my physical appearance.
I was of course alone that day, as management decided to go to a movie and out to lunch with some higher ups. (I am a female and the location is in a large city.) I told the customer to leave or I would be forced to call police. The customer later called the city manager, gave him my name, and told him I had threatened HIM!! I was forced to write a letter of apology to him, and I was also given a formal write-up, and he got vouchers for free rentals. After the tyrannical boss was finally fired after three years, our new manager came in, and was not much better.
He scammed customers by upgrading them into the same class of car that they had booked, and also tricked them into buying coverage they did not need. He also once told me about our auto repair shop accounts, "Getting business from these accounts is of upmost importance. You know how these shop owners and managers are, they are crude. If you are ever sexually harassed, or they make sexual comments towards you in any way, just laugh it off and take it. Because nothing else is important as the money these shops bring into the store."
I was one of the lucky ones to do quite well in commission and bonuses, usually making between $80-85K a year (unique to our specific location. Most of airport locations ((called HLE's)) employees make around $30-35k a year). The problem was that I had learned the system and profiting off it to Hertz disadvantage. They offered me a "promotion" to an insurance company liaison for $26k a year, to which I turned down and told them that I was happy being an assistant manager for the time being. Within a week I was called to admin and told that my position was being eliminated.
I was told that I would receive unemployment (to which I was denied-big lie from Hertz) and that I would receive my unused vacation and sick time (to which I eventually had to threaten a lawsuit to collect). So suffusive to say, Hertz likes to kick their employees and kick them down some more. If you have children in college now (A bachelor's is required for employment at all non-airport locations.) Tell them to keep walking when they see the Hertz and Enterprise (not much better) booths.
My second complaint is to all of you self-centered, arrogant, crybaby, tantrum throwing customers. I have never met a ruder bunch of people who considered themselves adults and educated in my entire life. Just a word of advice, the world does not revolve around you. There are other people existing along with you. Standing in line is part of life. Get used to it. I know that you want a specific car when you make your reservation, but that is just not how things work in any rental car company, it is logistically impossible. Just take what you get.
They are not going to make you keep it. Hence the word, RENTAL!! If you don't like the deposit, extra driver fees, drop fees, underage fees, take public transportation or walk. Those things are just the rules and part of the rental process. Also, give yourself enough time to pick up and return your rental. I can't even begin to count the number of people who were always in an "extreme hurry".
Come on for christ's sakes, traveling is not efficient. And also, and this is the most important thing to remember, the person behind the counter is a college educated adult just as you supposedly are. Please treat them how you would want to be treated. And remember that most problems you have are probably completely not their fault (bad management, remember) and out of their hands to fix. And when you do have a problem, please try to be polite and cooperative, even if you are very angry.
When people were rude to me, I was rude right back. When people were nice to me, I went the extra mile for them, and even gave them big discounts and extras (such as gas, taxi credit, etc) for free. Besides, would you be nice to someone who was in your face screaming and calling you horrible names? I don't think so. And just one more thing. Hertz and all rental car companies are "for profit" businesses. They are not charities.
I can't think of the number of times customer complained about Hertz "just trying to make a profit off from them." DUH! I bet the company you all work for is in business to make a profit, isn't it. So just remember those few little tidbits, and your next rental experience should go smoother, because remember, the agents are being crapped on by their employer even before you walk through the door. :)
DUBUQUE, IOWA -- On Thursday Oct. 7, 2010, I returned a rental car to Hertz Rental on Collision Drive in Dubuque Iowa. I had this rental from August 16. The manager of the Collision Drive Rental (**) told me I could keep this rental overtime as my credit card had been lost and had to be replaced. When I arrived in Dubuque, I was told the extended price of the rental was $1887. It had been pro-rated and this was the total that ** had given me.
It was my intention to either re-rent or to rent another vehicle on this day. As there was no reason to suspect a problem, I had no ride home. I live about a thirty minute drive from said rental. While I was there exchanging the cars, ** informed me that the charge for the card did not go through. The $1194 for the new vehicle went through but the $1887 for the prior vehicle hadn't. I immediately realized that the problem was that the total had gone over the daily $3000 limit on my Paypal Mastercard.
At this point I said, “OK ** void the charge for $1194 and I will just rent the car for two weeks and then come back and renew.” At this point ** informed me that there was nothing he could do to void the charge. He asked me if I had any cash. I had some but also had another debit card with several hundred dollars on it and said I can make up the difference with this. He then said that it all had to be cash or from one account, that I couldn't pay from two different accounts even though he had asked me this to begin with. At this point I said, “OK I will call my credit card company and see if they can lift the limit.”
As I was looking up the number ** became very rude to me and started saying that if I wasn't going to pay him that my name would be on a list and I would never be rented to again. I said that I was trying to sort this out if he could please just give me a moment. My card company said they could lift it for the next day but not immediately. ** repeated that I was going to be on a list if I didn't have the money. I said I do have the money I am just figuring out how to get it to you. He raised his voice to me when he said this and embarrassed me greatly. His tone and his stance made me feel like I was in trouble with a street punk loan shark.
I will also add that I rent cars constantly and that I have spent upwards of 10k at this particular Hertz location this year alone. At this point ** very heatedly told me that I was not taking a car off of his lot. So I was stranded thirty miles from home, in a rural industrial type area of Dubuque. There were no sidewalks even to go anywhere and it was dangerous to walk on the highway. It didn't apparently matter that I had offered to pay with another card.
He would not take my money and he would not offer me a ride either. I was really afraid. I just moved here and I don't know very many people. Since I had been a loyal customer for so long I thought at the very least I would have been offered a ride into town. I was not. I was in tears. I was very ill and had this one small errand to run that day and then was going to go back home to bed.
I finally got a hold of my cleaning lady who came to my rescue and took me home. She had to drive 50 miles out of her way to accommodate me and then she had to drive home. I paid her $100 for a day of work and some gas. When I got home there was a message from ** on my voicemail saying that he would cancel the charge for $1194 and this would take effect at midnight on Thursday and then he would charge the $1887 to my card on Friday and I could come pick up a new car on Monday.
I returned his call. I said I have just finally gotten home and he snickered. I honestly couldn't believe it. I said all that is just fine but I will not be coming back to rent a car on Monday. I was livid. Then he said, “Oh, can I have your credit card number again?” I said when the original charge is removed you can call me and I will give you my credit card number again.
I couldn't believe that he'd lost it but at this point I didn't trust him at all. So, the charge for $1197 did not disappear from my account until Tuesday. Then, I was charged $2032.36. When I called the office to tell them I had been over charged I was informed that ** was not there this week. I don't know why this man was so mean to me. I don't know why as a loyal customer I was treated like a criminal especially when I had the money to pay, it just wasn't all in one account.
I was contacted by Hertz on Friday asking why I had not yet returned the car. I told her I had and I also told her about how I had been treated and what had happened. The woman on the phone said she would look into it. That this wasn't right. I have yet to hear from Hertz corporate again. I was overcharged. I was embarrassed and I was stranded. This is really ridiculous.
Let me tell you my story about my FIRST time rent 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. She tried to mislead and confuse me that I had to accept either WAIVER above, which means I CAN'T decline both. Actually, I do have the right to decline both of them, they are OPTIONAL.
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. 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. 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. The LDW or PDW will be charged immediately no matter you hit something or not.
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. She actually threatened client for her mistake and let client shut the mouth up, 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. 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 newcomer (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 away too far and it does cause the damage of trust and Hertz's reputation. I hope Hertz Headquarters can help to do warning for all of the FIRST TIME USER or the INTERNATIONAL CLIENT to watch out what they are going to go through.