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.
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.
SEATTLE, WASHINGTON -- Although our family has had many easy transactions with Hertz over many years, in the last few years there has been a slight change to customer service that resulted in two unhappy experiences. The first was three years ago when we returned a car rented in Portland to SeaTac airport in Seattle and I accidentally left a digital camera in the car. The camera was loaded with family photos of our son's 21st birthday with us. We'd all traveled to meet him in Oregon and it was the first time we'd all been together since he left home. Right after I passed security for my plane I realized I'd left the camera in the car.
At the first opportunity, I called Hertz and reported it. The employee who took the car from me and the employees who cleaned the car all denied finding the camera. Hertz did not follow-up with me despite my filing a complaint with them, contacting lost and found at the airport and filing a theft complaint with the Port of Seattle Police (the Port of Seattle Police didn't care and blew me off). The camera was right there. An employee found out it and stole it instead of turning it in, and despite my husband's Gold Membership with Hertz, Hertz had no interest in our loss at all.
Second, approximately a year-and-a-half ago we rented another car in Portland and drove to WA for the funeral of my MIL. On the way to WA, shortly before we arrived at our hotel, the engine trouble light came on and stayed on. According to the fine print in the contract, we could not keep driving that car with that light on or we would be financially responsible for any damage to the engine. As soon as we checked-in to the hotel, I called Hertz. As expected, customer service told us not to drive the car and to replace it with another one.
I was then told I had to make a two hour trip to pick up another car instead of Hertz delivering us a new one locally! We were getting ready for a memorial that evening and did not have the time to make that trip even IF I would have accepted Hertz forcing us to do so when it was their responsibility! The only thing that saved us was that after I started getting angry and was switched to a local office (only after I asked for it and insisted), the young man who answered happened to be someone who grew up with our daughter and he recognized me.
He was a savior in that moment, delivering us a great vehicle within the hour and taking away the problem vehicle, no fuss, no muss. That was to his credit though, not Hertz. Until I talked to him, Hertz was insisting we make the drive to get a different car and did not care at all that we were grieving and on the way to a loved one's memorial service. Hertz, the best-known and expensive, is slipping too, following the same cutthroat path as the others. I'm so sick of the loss of almost all customer service ethics in this country!
PARK RIDGE, NEW JERSEY -- For almost 20 years I was a highly satisfied Hertz Gold customer. Now in less than three years, I have experienced three highly unsatisfactory rental experiences with Hertz. In the summer of 2008, during a 3-week vacation rental, I had a flat in Colorado nearly 200 miles from the nearest Hertz office. I paid for the tow truck to take me to a station where the spare could be put on the car (again, my expense) because they had no means to repair the flat.
I then spent a full vacation day (over 8 hrs) round trip going to and from Colorado Springs, where the Hertz office gave me a smaller replacement car than I had rented. Because of the smaller size I had to rent a small trailer to accommodate the luggage we had been able to place in the larger car. Later, I received an exorbitant bill from Hertz for what they claimed was a ruined tire (not according to the service station manager).
Last month I rented a one-way car for two days for my wife to go from Waco to the San Antonio, TX airport so she could attend a wedding and then join me in Grand Junction, CO. for the JUCO World Series. She had a flat inside the airport less than a mile from the Hertz location. Hertz instructed her to lock the keys and the contract inside the car and said they would come get it. Hertz originally billed us for 7 days ($750.48) and claimed the car had not been turned in for a full week after it was due.
When that was finally straightened out and credit was given for the 7 mischarged days, they added a $79.91 towing charge. The final invoice sent shows mileage driven of 571 miles, when the actual mileage at the time of the flat was 259. Obviously, the car was leased to someone else during the time they claimed my wife still had the car. I have repeatedly asked for a copy of the contract, but they claim it cannot be located, and they refuse to make any additional adjustment.
On 6-16-10, I rented a one-way car from Dallas to Waco when AA was late from Philadelphia and I missed my connecting flight (last of the day). The rental clerk illegally added optional services to the contract, telling me that was the only way they would rent a one-way car, which turned out to be a total lemon of a car. (She had my Hertz profile in front of her on the computer which plainly showed I decline these optional services.)
The following day, after seventeen (17) calls to various Hertz numbers, I finally got someone to agree to adjust the charges. (During several of the calls, I was put on hold after I described the problem, but no one would return to the call. The people I did manage to have some conversation with clearly had a CYA attitude.) I still have not received the promised copy of the final adjusted invoice (but the adjustment has shown up online on my credit card). Over a week ago, the area manager promised a copy and some courtesy certificates to make up for the inconvenience. Nothing has come in the mail, but I was not surprised.
I have spent untold hours on these three problems, and my Hertz Gold card is now cut into a myriad of pieces. I will never under any circumstances use Hertz again. I see them as Hertz Lead. A lady in the billing department told me counter personnel are on commission to sell as many additional services as they can, which (she added) creates "a lot of customer abuse." Never again at my expense.