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Terrible customer service, overcharge, unbelievable behavior
Posted by on
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 (Andy) 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 Andy 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 Andy 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 Andy void the charge for $1194 and I will just rent the car for two weeks and then come back and renew. At this point Andy 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 Andy 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. Andy 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 embarrasssed 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 Andy 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 Andy 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 Andy 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.
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Alain on 10/13/2010:
Try giving the Hertz corporate office in Park Ridge, NJ a call at 201-307-2000 and see if they can help you with this.
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Dishonest Sales, Misleading Explain and Insulted Threaten
Posted by on
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.

False: 1. She tried to mislead and confuse me that I had to accept either WAIVER above, which means I CAN’T decline both.

Truth: 1. Actually, I do have the right to decline both of them, they are OPITIONAL.

False: 2. 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.

Truth: 2. 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.

False: 3. 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.

Truth: 3. The LDW or PDW will be charged immediately no matter you hit something or not.

False: 4. 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.

Truth: 4. 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 a way 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.
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dan gordon on 09/29/2010:
I'm sorry you had the problem. Its clear English isn't your primary language so what the agent told you you probably misunderstood. CDW if you accept it will keep you from paying anything out of your pocket if you hit someone or something. Its not that they won't charge you for the insurance, but you wouldn't have to pay in case of a problem. Even seasoned travelers can get confused when renting a car so don't take it personal, its the way they are trained to sell add on coverages.
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Hertz @ SeaTac airport, Seattle WA employee theft & lack of customer service on road
Posted by on
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 there 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!
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Anonymous on 09/12/2010:
Your first issue I have no comment on. Your second issue, though, should be a compliment rather than a complaint. You mention that the local office rep saved the day and "hat was to his credit though, not Hertz." I will break it to you that he was representing Hertz, not himself. He didn't do anything that was against policy or he wouldn't have done it, knowing you or not.

I'm happy to hear a good story and a happy ending to what could have been a not so nice situation.
Helpful on 09/13/2010:
I would agree with the Judge on the second part. The first part, however, I would comment on. Did someone else find the camera and keep it? More than likely. Was it considered theft and legitimately reported as such to the Port of Seattle police? Absolutely not. It was unfortunate that the camera was lost, but that is exactly the point. It was lost, not stolen.
LenaSunShine on 09/13/2010:
How odd that there are self-appointed referees/judges spending time voting or weighing in on whether the complaints of strangers are valid. Is that a hobby for some people? I don't care one way or another what other readers think since the purpose of the site is to share experiences so others will be aware, but I disagree with both of you.

1) Yes the local employee came through for us, but the company had not intended to and put me through a great deal of hassle before I connected with the young man who helped us. Had he not been there, it was obvious Hertz was going to add to our misery and give us a big fight. Therefore, I am complaining about the policy Hertz attempted to impose. I get to define my own post by the way. (And I will point out, although it shouldn't be necessary to do so, that you do not know the community, its local culture, or the people of which I wrote so you can't possibly know for certain what you write with such certainty.)

2. The camera was not lost, I knew right where I left it. The camera was stolen and it was stolen by a Hertz employee who then lied about it and the company let her get away with it. The camera was laying right there in the car. The Hertz employee went through the car and the car was cleaned. The employee who took it knew who it belonged to and they had our contact information. That is theft folks.
raven2010 on 09/13/2010:
Lena, this site is also a DISCUSSION site.

IMHO, the camera incident is your responsibility. There is no way to prove you left it in the car versus a restroom, friends home, park bench, etc. See if your home owners insurance will cover the loss.

As for wanting you to drive two hours, that's nonsense.
jktshff1 on 09/13/2010:
Unless you have a witness that saw the person take the camera and is willing to testify, or some other proof, you have no case. Sorry.
Good post.
LenaSunShine on 09/13/2010:
I too was happy the Hertz situation turned out the way it did, especially given how stressed we already were, and it reminded us why we'd always been so fond of the young man who came to our rescue.
LenaSunShine on 09/13/2010:
jktshffi: You're right that without some proof we did not have a legal case to keep pursuing it. However, from a customer service standpoint, which is what my complaint is about, Hertz should have made some effort to at least show concern or acknowledge our loss. Long time customers with a history of responsible behavior with the company's cars are not likely to suddenly make unfounded accusations just because or to try to scam the company. Customer service and a legal case are two different things, and as their customers, we felt they really dropped the ball, especially since what happened was not difficult to investigate for Hertz. We had the car, the time, and the name of the employee. They could at least have feigned concern. I guess that's just the state of big businesses these days.
jktshff1 on 09/13/2010:
You summed it up well.
LenaSunShine on 09/13/2010:
raven2010: Thinking people believing it is the customer's problem when a company employee picks up their belongings and keeps them instead of turning them in so they can be returned to the customer is a good example of how unethical our society has become.

If I were the employer and I received complaints of employee theft of customer belongings, first I would do something to make the customer feel they were not ignored, and I would investigate my employee. If I had reason to believe any employee kept such items instead of turning them in, which would hurt my business, I would fire the employee. That is ethical behavior and it is also protecting the business.
jktshff1 on 09/13/2010:
You have to have proof that will stand up. Reworded it is not the company's responsibility to keep up with the customer's property.
I agree the 2 hr drive to return is ridiculous.
LenaSunShine on 09/13/2010:
@Helpful: The person who went through the car found the camera, which was a Hertz employee. The car was also cleaned before the next customer. My contact information was in the hands of the Hertz employee and the company. The camera was not lost and it was not found by someone else later. It was left laying in the car because in the rush (I was being rushed by the Hertz employee) I forgot to pick it up, and then vehicle was gone through by the Hertz employee like usual.

Since I could have been called immediately, and my address was on the paperwork, I could easily have turned around to get it or paid to have it mailed to me. If I find something and I know who it belongs to but I keep it, then I stole it because it wasn't mine to keep and I knew to whom it belonged.

Recently I forgot a small but expensive laptop accessory in a resort hotel room in Phoenix. Hotel security tracked it down for me and at my expense the hotel mailed it to me. If a housekeeping staff member had kept it instead, knowing how to get it back to me, would that have been theft? Yes. The hotel staff, however, behaved appropriately and provided good customer service.
trp2hevn on 09/13/2010:
If 3 years ago, I'd had the problem with a (claimed) "stolen" camera, I would not have gone back a year & a half later and rented with them again.
shootingstar1284 on 09/13/2010:
I agree with pretty much everyone here on the first part. Unless you or someone else actually saw a Hertz employee take the camera, there is no way to prove that's what happened. I'm sure there's also something in the fine print of your rental contract that Hertz is not responsible or liable for lost or stolen property.

I think that the second part is awesome. I hope you let the company know how helpful the employee was.
CrazyRedHead on 09/13/2010:
Just because they tell you they clean the car after every customer doesn't mean that they actually do it. I have picked up some really nasty cars that still smelled of smoke and still had some ash on the dash, although I have never found anything other than dirt. It's quite possible that they didn't clean it and just rented it out almost immediately and the next customer found it and kept it. Just saying.
Anonymous on 09/13/2010:
I think the only thing to take away from this is that you need to check and double check your rental cars. That way this won't happen again.

I, too, have received rental cars that didn't look they'd been cleaned--maybe just washed on the outside. The glove boxes also still had the copy of the last couple of renters information inside it. (Which also is a reminder to remove those before you leave too.)
Anonymous on 09/13/2010:
LenSunShine said......"1) Yes the local employee came through for us, but the company had not intended to and put me through a great deal of hassle before I connected with the young man who helped us. Had he not been there, it was obvious Hertz was going to add to our misery and give us a big fight. Therefore, I am complaining about the policy Hertz attempted to impose. I get to define my own post by the way. (And I will point out, although it shouldn't be necessary to do so, that you do not know the community, its local culture, or the people of which I wrote so you can't possibly know for certain what you write with such certainty.)"

What you keep forgetting is the young man you mention, works for Hertz. He is acting on behalf of Hertz. He is not an independent contractor acting on his own. Did he personally benefit from helping you? No. He was acting for his company. It just so happened you know him. Please try to understand that.
Helpful on 09/13/2010:
"@Helpful: The person who went through the car found the camera, which was a Hertz employee."

With all respect Lena, you're assuming a great deal. How do you know, for sure, that this one particular employee went through the car AND found your camera? The problem here is that your entire complaint in this first situation is completely assumptive, and it seems you know that as you went back to rent from them later. Am I wrong?
LenaSunShine on 09/14/2010:
Hahahaha. Are you people for real? You really get into this debating situations you were not present for don't you? So much effort, energy, serious talk, debating, assuming, guessing, taking positions about nothing, certainly nothing to do with you. What IS that about? Is it your hobby?

Because you enjoy it so much:

Yes, we rented again, and long before a year-and-half later. One bad experience is not enough to never do business again with a company that before then always provided good service. Whether you would have done so or not is of no interest to me whatsoever. I mean, really, who cares what you would or wouldn't have done if it were you? It isn't your complaint, is it?

We've never rented a car, especially from Hertz, that wasn't very clean and sharp when we picked it up. Of course, that was three years ago and as I stated in the original telling, things have started slipping since then when it comes to customer service. Still, all of our rentals have been immaculate. Those autos were cleaned thoroughly, at least where we rent and drop-off. Since they are franchises, it makes sense that not all are as high quality, so perhaps others rent from places with lower standards. I also know I left the camera on the seat and the employee was already looking in and reaching in to the car as I walked away. If she didn't take it, another employee did.

It is true, without a witness I could not prove which employee took it, but that isn't the point of my complaint, is it? The complaint was that Hertz didn't even bother to pretend to care. We spent a lot of money over many years with Hertz and expect a higher level of customer service than that. Even an apology and pretending to look into it would have been better than absolutely nothing. Anyone with the slightest knowledge of customer service knows that. Debating that issue as though it is something more than it is, is well, silly.

@ Judge: You are wrong, and it is because you were not there, you do not know the town or the franchise, and you do not know any of the people involved in the scenario. You know only what I, the one who actually had the experience, shared. Hence, you have no information to form and support any opinion at all. So why form one?

The local franchise Is an independent contractor, and it is in a small town where people know each other. Did the young man personally benefit? Well, that is not relevant because we had a relationship with him. He helped us during a trying time Because he knew us, and had been close to our daughter. He helped us, on his own time, probably driving that car two hours away himself for us (he told us not worry about it, but to just take the new car-a much Better car even--and go on to our memorial service). He did not do that as a representative of Hertz, but as a friend, although he did save us from feeling more animosity toward Hertz and soothed us enough we could let it go and move on. He did it Because he knew us. It wasn't because that was the policy the company intended to impose. They are separate. Try to understand that. If you can't, it is because you think it is more fun not to.

@Helpful: Since I am the one who was there and had the experience, while you weren't and didn't, it is you who are assumptive. I was actually there, which means I'm the only one writing on this who isn't only making assumptions.

Again, I don't know why anyone spends their time haunting a complaint site others go to for information and to share information, in order to personalize and debate with strangers about experiences you were no part of, but whatever floats your boat I guess!

I, though, am bored by it and find it somewhat icky, so I'll leave you to, whatever it is you are doing in here when you could be doing something more valuable.

I will continue to check the site when I want to know about a company, and to share my own experiences when they are the same or similar to those of others. I will not debate their experiences or the validity of their experiences though, because it is presumptuous, and like I said, a little icky--weird in fact.
Anonymous on 09/14/2010:
Lena, there are two ways to play the game. You write a post and then you have the option of not allowing comments. If you want them, then you don't click that option. You will never like all the comments or questions people ask, so just don't allow that option. Problem solved.
LenaSunShine on 09/14/2010:
Thank you, singsing.

And I agree about double checking the auto before leaving it, especially the glove box. I don't let employees rush me anymore either.

However, even those one rents from can mess up when it comes to leaving things in the glove box.

Once we rented a vehicle make we were thinking of purchasing to drive it for a day. We rented it from a dealership, the only one in town for that auto company, and inside the glove compartment was an envelope with the file of papers a previous renter had filled out for the dealership. It contained all of the private information she'd provided the dealership! Since we had her name and address (along with her place of employment, her driver's license number, her phone numbers, and on and on) we mailed it to her with an explanation so she would know the dealership compromised her privacy.
PepperElf on 09/14/2010:
technically if she left it behind in the car... she compromised her own privacy as well

and you just saw how... another customer can come across an item left behind.

which means... what do you do if another customer saw the camera and stole it?

how can the company - how can anyone else - be responsible for items that the owner didn't take care of?

hell last spring I found a blackberry in a parking lot. should the organization that owns the parking lot be held liable for replacing it if I decided to keep it?

it's not their fault. they didn't leave the item. everyone has to be responsible for their own items. yes you might get lucky and the person who finds the item turns it in - I found the owner of the blackberry for example - but... it's not always going to happen.

and sure when it does happen it's annoying... and you often want to punish someone but.... being upset doesn't mean others have to take the blame.
Anonymous on 09/14/2010:
You're welcome, Lena.
raven2010 on 09/14/2010:
Lena, perhaps the papers you found were the other renters copies and she is the one who left them in the glove box, compromising her own privacy.

Sure, the dealership should have checked, however, the onus remains on the renter to remove all personal items.

Sorry, I am a huge fan of personal accountability---if I screw up, I blame myself and take whatever action possible to fix it.
CrazyRedHead on 09/14/2010:
I have found many cell phones and other items and I always try to find the owner. I have no use for a cell phone. I survived before they came out and I'm still surviving without one. I have found some really good people out there when I have lost something, I guess I was lucky. I used to have a bad habit of leaving my purse on tip of my car and driving off. I have had my entire purse, contents still intact, fall off the roof and lay in a ditch for a while and whomever found it return it, with everything intact, including the cash.
Helpful on 09/14/2010:
So now you're admitting, Lena, that more than one Hertz employee was involved in cleaning the vehicle, many more than one may have found the camera? In addition to that, you've even admitted that you've found items owned by someone else in an otherwise clean rental car?

I appreciate the frustration in wanting to blame someone else, but I do believe in taking personal accountability. It sounds like most the comments here have come to the conclusion that your camera was never really stolen in that you mistakenly left it behind. It would have been nice whoever did come by it, whether it was a Hertz employee or a further customer, to have been able to put your name with it and gotten it back to you. Unfortunately, it sounds as if Hertz understood this difficulty, not being able to single out one person or party in finding such an item and so there was nowhere to go in "investigating" the issue further.

In addition, I think I have to lean a little more in the direction of The Judge for the second issue. Ultimately, Hertz and this young man your daughter knew got you a vehicle, taking care of the issue in a responsible fashion. I really don't think this deserves a complaint against the company, but rather a really good compliment towards the company and this young man. If you really take the time to think things over, I can't believe you wouldn't agree.
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Hertz ripoff for 3rd time
Posted by on
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. 1. 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 exhorbitant bill from Hertz for what they claimed was a ruined tire (not according to the service station manager).

2. 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 straighened 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.

3. 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 on line 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.

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Poor customer service
Posted by on
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 too 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.
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Anonymous on 01/14/2010:
You should have looked at your contract.
Anonymous on 01/14/2010:
You always have to return it before or AT the exact time you rented it. This is on your contract. This is the way rentals go. Always. You were late.
trp2hevn on 01/14/2010:
How much was the hourly rate? If the agent had put the correct time and it charged you that extra money, would that have been OK?
Anonymous on 01/14/2010:
This kind of thing used to happen to my grandmother. She grew up on a farm and never went to school and never learned to read and just learned to sign. She would sign things and not know what it was. If like her you can't read, you can make a claim for a refund. However, if you could read, that would be different. You are bound by the written contract that you signed.
Anonymous on 01/14/2010:
I'm thinking they can read. They wrote the complaint.
Anonymous on 01/15/2010:
I am with Pro.
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Hertz Has Hidden Fees
Posted by on
ESCHBORN, GERMANY -- I rented a car from the Hertz agency at Ginnheimer Strasse 4 in Ramstein (just off the Army Post) for roughly one month in October 2009. I got a nice midsize Mercedes that ran beautiully all over Europe. It came with its own GPS and had all of the nice little perks--seat warmers, rear windshield wiper, automatic lights, etc. Plus the price was reasonable. So all in all, I was a satisfied customer...

...until I got home. I received an invoice from Hertz telling me my credit card had been charged for an addition 23.80 Euro. I checked my credit card bill and saw that I had actually been charged TWICE! When I called the rental car place in Germany about this, I was hung up on. So I called the Hertz Customer service number and was informed that the charges were for two (supposed) separate speeding incidents that occurred while I was in Germany. Apparently I had run into one of those automatic speed cameras and it recorded my license plate. HOWEVER, I was not being charged for the actual tickets--this was just a service charge from Hertz for providing my name and address to the German government. They charged me 23.80 Euro EACH time! This seemed like an outrageous fee to me just for providing some info that was obviously easily accessible in their computer system. It's not like Hertz has to pay for the speeding ticket or anything. Plus I still have not received any actual tickets from the German government (two months later) so how do I even know that they exist?! I was told that I had to email the Hertz customer service department if I wanted to try to get a credit.

Well it took me three nasty emails before the customer service department finally agreed to refund ONE of the charges (which is why I give them a two out of five star rating instead of just one), and they still maintained that they were in the right and I was in the wrong. No one ever could tell me where in the rental agreement it states that Hertz will charge this fee and it really bothered me that they went ahead and charged my credit card without my consent. Plus, no one has been able to give me any in-depth information about the tickets or provide me a copy of them.

So in short, you have been forewarned when renting with Hertz, that they not only aren't upfront with some of the potential charges, but that in the end they really care about money first and their customers second.
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Anonymous on 12/09/2009:
It seems you were caught by the speed cameras but the authorities may have decided to waive the charges when Hertz told them you were not resident in Germany. But it appears that you did speed because those cameras are activated by a speeding vehicle, and you put Hertz to the trouble of dealing with it even if it was just to provide your name and address and for that they charged you a minimal service charge. I don't see your problem. Next time don't speed. Airlines make a cool $150 just for the two minutes it takes an agent at their call center in India who works for 25 cents an hour, to transfer you from one flight to another.
PepperElf on 12/09/2009:
plus it might be in the contract that they'll do that too
NurseRachel81 on 12/10/2009:
James & PepperElf--1) Hertz has never provided any proof that I was speeding. 2) I do NOT think that $75 is a "minimal service charge," which is what they charged my credit card for providing my name and address. I'm sure it took all of 2 minutes for an employee to look up in their computer. 3) No one at Hertz could show me in their contract where it says they will charge a fee for this and 4) I don't know what airlines and call centers in India have to do with my rental car complaint???
Anonymous on 12/10/2009:
Nurse, do you not get paid for your time? Regardless whether you think $40 per hour is too much, that is what I charge to look at a computer. Not fix, but LOOK. Time is money. They obviously thought their time was worth $20 odd EU.
PepperElf on 12/10/2009:
I asked if your contract had any fine print that allows them to do this

and the proof would be easy enough to find - the statements from the german speed-trap system
Anonymous on 12/10/2009:
Nurse, you didn't say what process they used to communicate the information to the authorities. It might have been by mail. The employee would have to check the computer for your information, write it into a form that came from the police requesting the information, then someone has to go out and post it. And this happened twice. If they were "charges" and "tickets", is there any doubt in your mind that you were speeding? Did you ask Hertz to fax you the tickets to see what they say?

The reference to call centers is just to show that companies charge for their time and it could be a hefty charge
Class Advocate on 12/12/2009:
I do know that in the US rental car companies specifically provide that they can charge an administrative fee when a renter gets a parking ticket and even if the renter fails to pay a toll. Moreover, in the US, the rental company will also use your credit card to pay the fine. In all instances though, the administrative fee must be connected to payment of the underlying violation. Nurse, you may want to check the jacket your contract came in. Often times the terms and conditions for the rental are contained on the jacket and not in the actual contract.
Filipe on 06/03/2013:
I guess I am going through the right same thing. I rented a car in Germany in March 2013 and now I got 2 times 30€ charged in my credit card. That came out of nowhere. I contacted them by email and got no response till now. I bet this is it. I probably got flashed by a camera in Switzerland. One thing is for sure, I didn't give them permission to use my CC. I wasn't notified. And I will cancel the credit card and issue a fraud investigation by my bank.
Sean on 08/27/2013:
Hello. The same experience happened to me. I rented a car from Hertz for six week (June-July 2013). When I returned home to the U.S is August, I received a letter from Hertz stating that they charged my credit card for a parking citation and a speeding violation. Both of these charges totaled approximately $80.00.

When I received my American Express bill, I notice three charges from Hertz (both of the previous charges and an additional charge of$218.54).

I attempted to contact Hertz to no avail. So I simply contacted my credit card company (American Express) and told them to withhold payment and file a dispute.

I've been told by someone who travels to Europe frequently that he has always disputed and not pay for vague charges from European auto rental companies forcing them to provide additional information if they want a positive resolution.

In every instance, they never respond or challenge the dispute(non-payment) and simply write it off.

The funny thing is that my friend disputed a charge from Hertz and then used them again next year for another rental and never encountered a problem because of his previous dispute (non-payment).

So my suggestion would be to advise your credit card to withhold payment (if possible) and force them to provide additional information if they want it resolved.
A person who will never rent from Hertz again on 01/29/2014:
Amazing coincidence, or not. Rented a car from Hertz in Germany for one week in August 2013 and disputed their damage claim for a scratch under the car which is not on any inspection list in the world when you rent. Our credit card company told us this was resolved. Now in January we have an invoice from Hertz for a parking violation that we actually did not get. We left car in the hotel lot and went into Munich on the train. Our credit card must have rejected this charge as it hasn't shown up. But we have never received a parking ticket in any form, not in Germany or US later. How do you actually track the ticket to the authority if you never got one?
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Wrong decision to choose Hertz, but lucky enough to survive
Posted by on
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 that $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 can
not 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 Camery, 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.
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tnchuck100 on 09/07/2009:
I'll bet a dollar against a donut they stick it to you with unexpected charges. Please come back and tell us the end result.
clutzycook on 09/07/2009:
Yeah I'll bet they say you caused the damage to the VW and caused the oil light on the Toyota to come on. Just you watch.
leopard on 10/05/2009:
Since you don't drive that much, I'll let you in on a little secret: All cars slip in the rain. That's why you have to slow down a little and be more careful.
PepperElf on 10/05/2009:
they also slip a lot if you don't have enough air in the tires

redmx3racer on 11/11/2009:
That light is mileage based. It is set to come on at a certain mileage...say 5,000 miles and needs to be reset manually after each oil change. It's a simple procees (you hold the trip button on the dash for a few seconds with the key turned on in the Camry). If they changed the oil at 4,999 miles, but did not reset the light, the light would come on in a mile. So Hertz may have done the oil change and not the light.
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Ripped off in Fayetteville North Carolina
Posted by on
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 flairing now and I call my sister and have her call the Hertz automated system and after leaving her name and numer, 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.
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Soaring Consumer on 07/16/2009:
Contact your bank and file a chargeback. You are correct in that if they refused to honor your reservation, they have no right to your money.
Eloise on 07/16/2009:
Although it will still take almost long as Hertz said it would. Good Luck!
dan gordon on 07/16/2009:
in this day and age I don't know of a hotel or rent a car that doesn't have a warning re: funds availability when using a debit card. I think you should have known better.
Anonymous on 07/17/2009:
Everyone! You need a credit card (not a debit card) to rent a card anywhere. I've heard that Enterprise will accept a debit card but be prepared for them to hold the national debt of Nicaragua on it until they get paid. DON'T RENT A CAR IF YOU DON'T HAVE A "CREDIT CARD." Even then you're probably getting ripped off.
goduke on 07/17/2009:
Avis takes debit cards. They have signage all over the place warning you about what happens.

That doesn't really apply here, though, because the person in Fayetteville never rented the car. Hertz apparently swiped the card and then, for whatever reason, the rental never went through. They should have released the hold at that time without any questions.
Anonymous on 10/07/2009:
I was able to use my debit card to prepay for my rental car through Hertz with no problem but after talking to them on the phone they told me "they couldn't accept that form of payment, that I had to use a different form of payment" Really? Then why was there no fine print telling me that on the website and why did my payment go through? Maybe Hertz needs to redo their online system and while their at it...they need to hire workers with an IQ of at least 5
Lena on 08/04/2011:
Actually, I think Hertz also does a credit check when a debit card is used. If the credit check comes up bad, they won't rent the car out. That may explain why this person still did not get the car, and I think it does take 24-48 hours for the charge to come off. I think it's all because car rental places keep getting ripped off by deadbeats, they are trying to cover their ass.
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5 passenger SUV vs 7 passenger SUV in Albuquerque
Posted by on
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 weeks 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 7passenger 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 24hours 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 clients 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?
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Slimjim on 10/03/2008:
So they don't have one of the two vehicles reserved with a deposit as they were supposed to, forcing the customer to have no choice but to rent elsewhere, then charged a cancellation fee??? I'd tell them where they can stick their coupon and dispute the charge with his/her credit card company.
Principissa on 10/03/2008:
I'm with slim. I'd tell them to take their "cancellation" fee and cram it. First of all they paid a deposit for 2 vehicles and were guaranteed 2 vehicles. They only had one available. So who's fault is that? Certainly not the customer's. I would have walked out too! If it's not too late, tell your client to start the process of a charge back with their credit card company. The only reason they had to cancel was because the vehicle they were guaranteed was not available. He'll get his 100.00 back. Hertz didn't live up to their end of the contract.
DCP43 on 10/03/2008:
Thank you Slimjim and Principissa, I completely agree but I'd really like Hertz to do the honorable thing and refund the money.
Principissa on 10/03/2008:
Honestly, even though they were the ones who didn't hold up their end of the contract, they will not do the honorable thing. It will be one excuse after another until its too late to file the charge back.
DCP43 on 10/03/2008:
Does anyone know if Rental Car companies fall under the Department of Transportation (DOT) like airlines do? Is there any reporting government agency that oversees Rental car companies?
Sangjlee58 on 03/28/2013:
Don't mess with Hertz. they're crafty and shady. Recently a Hertz employee hit my car and two months later claimed that it was my fault. I even provided unbiased scenarios to prove my point that the employer was at fault but all they offered me was 50% of damages. damn right I refused.. This company does nothing to change the dishonest characters who work there. Its as if they promote dishonesty. Just don't deal with Hertz cuz theyll definitely waste your time and money.
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VERY Poor Business Practices
Posted on
TOLEDO, OHIO -- On June 2, 2006 I was set up with a rental car from Hertz after a car accident. Due to lengthy repairs to my own car, the shop responsible for the repairs to my car agreed to cover whatever costs exceeded my rental coverage limits. The body shop notified Hertz of this, as did I.

I returned the car on June 30, 2006.

Upon viewing my bank statement online the following week, I noticed there were "authorizations" to my card (a debit card from my primary banking account with a Mastercard logo). I called the local office I rented the car through on July 6, and was assured that this was just because it was a debit card, and that the money would not actually be withdrawn.

To my surprise, I found out on July 8 that my card was charged $173.63. On July 10 I called to inquire about these charges. I was told it would be looked into, and someone would get back to me.

It is now July 21, and I have spent 2 weeks making phone calls to this same location. I'm always told someone will check into it and get back to me, and my phone calls are NEVER returned.

When I visit this location in person to inquire about my refund, I'm always greeted by 2 agents, sitting at their desks, not looking so terribly busy that they couldn't look into this issue (or, at the least, return my phone calls in the manner promised).

During my numerous phone calls and visits, I've been told different stories by different people. At first, it will take a week or so for the money to be returned to my account. A few days later, the estimation turned into 1-2 weeks. During my last visit, I was told it's usually 2-3 weeks before I see the credit back to my account.

I've asked why this transaction takes so long, and I was told because I used a debit card, and it's cash we're dealing with, not credit. Since when does CASH take longer to "clear?"

I keep being told that it's a problem with my bank and the type of card I used, but this makes absolutely no sense to me. Anytime I've returned something purchased on this card, the transaction is posted to my account, and funds are available, within days. The problem is not with my bank or my card, it is with HERTZ.

I should have NEVER been charged, and now I've wasted time and energy fighting to get my money back. I've encountered overdrawn fees with my bank for money I was assured WOULD NOT LEAVE MY ACCOUNT.

Perhaps $173 doesn't seem like a lot to Hertz, but it is to me.

Not only did they collect money for this car rental from 2 different sources, but their follow up and attention to resolving the matter has left much to be desired. Both are unacceptable business practices in my opinion. It has been made very apparent to me that my money, and my business, is of little significance to Hertz.

It is now July 21, and to date, my money has not been returned to my account.
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