Hertz.com

Hertz is a well-reputed car rental company; however there are some bad apples.
My recent experience at their Sugar Land Regional Airport location identified one such apple (an employee named Craig) He shouldn't be their first line of contact with Hertz customers. He is not sociable, fair, friendly or helpful. Perhaps he's not happy to be doing what he's doing.
The standard of practice in renting a car is for the staff member carefully go through the car interior and exterior to identify any problem areas and get the customer to agree on the existing defective conditions. Everything is carefully documented and agreed upon before the customer gets the keys. Not so with Mr. Craig. He didn't bother to come out of his seat and simply pointed in the general direction of the car in a fairly big parking lot. We could only find the car using the car lock key. This was the last midsize car they had so we decided to not mention about the smoke odor in the car. Big mistake! When returning, Craig had the time to come out and smell the smoke and charged us $200 cleaning fee. The three adults in our family - the only passengers - have never smoked in our lives. But he was adamant and charged us the fee, inspite of our protests. If he had taken us to the car prior to rental, the smoke issue would not be an issue. He has a poor demeaner and is unpleasant to deal with - in person and on the phone. Hertz can look into this issue and decide what further action is needed.

The website for Hertz.com is cumbersome in finding out what kind of vehicle they can install hand controls into. So it was no surprise that my hatchback request was deleted and replaced with a full size vehicle (2017 Nissan Altima). I prefer hatchbacks because you can put down the seats in the back and pull in a wheelchair without damaging any upholstery.

I expected Hertz to charge me the weekly rate on a hatchback since it wasn't my fault they could not install the hand controls in the vehicle of my choosing. The clerk giggled at the suggestion when I checked in. Nope, he said you are being charged the full size weekly rate and there was nothing he could do about it. I asked to speak to the manager and was told he was out for lunch but that he would call me.

I did get to speak to the manager and he said he would reduce my rate. However, when I returned the vehicle, the rate wasn't reduced and because I had requested an extra six days, they tacked on two extra charges. Again, I was told that the manager was not there and that I could call the 800 number to try and get it reduced. I attempted to tackle the labyrinth of the Hertz telephone system but I gave up after two transfers because no one knew which department handled accessible rentals.

There are just so many charges for renting a vehicle these days aside from the daily/weekly rate. These are the extras I paid at Hertz Phoenix Airport location:

Concession Fee Recovery 11.11% $ 36.90
County Surch $ 14.53
Energy Charge & Maint Recovery $ 6.44
Return Change Fee $10.00
Cust Facility Chg $6.00 per day $78.00
Tax 15.600% on Taxable TTL $69.74

I stopped in the Hertz today to pick up a rental that I had reserved they put me in Altima but I was needing something a little bigger so they switched me out it went from 279 total rent for a week to 361 total rent for the week when the lady told me oh it would be like 50 to $60 more for the bigger car with a little over that and the car that I got is a Ford edge she said it had leather seats it didn't have leather seats not that that meant a big deal but it totally disappointed in this company the car is dirty dirty dirty they claim they have to sanitize them there's been no sanitation in this ride you can see on the dashboard where the dust is still there they did not wipe this car down if they did they half assed sanitized dirty now I'm going to have to go spend money to clean it up I'm not riding in a dirty car can you see out the windows how dirty they are I got pictures too to upload totally disappointed not only that the car has no get up and go I figured you know a newer car should have a little bit more get up and go this son of a gun is no we're as good of an upgrade should have stayed with car they gave me 80$ more I will never rent from hertz again.it's disgusting on how they operate rental cars.should have went to enterprise

My name is Amanda scarpa and I am 37 years old. I recently had reconstructive surgery on my mouth and face due to a connective tissue disorder I was born with. My jaw bone was degenerating so rapidly which caused me to have my teeth removed to prevent endocarditis (infection of the heart leading to death). I tried wearing glue on dentures but because I was loosing my entire jaw bone, they would not stay on. I had no other choice but to seek a rare surgery to save my face and be able to eat/chew solid foods. This surgery cost me 43,000$ and insurance would not cover any of it because they say it's cosmetic when all my doctors have written documentation that it is medically necessary. I brought this all the way up to congress and they said there is nothing they can do. I had no clue on Tuesday that my follow up appointment would take over 6 hours and that I would hit traffic and have to charge the electric vehicle 4x for an hour each time. I read on the website that I would be charged 1/5 of a daily rate unless it exceeds 5 hours. I tried calling the local hertz but it just kept going to a recording. I was charged almost 200.00$ extra and when reaching out to harold the store manager, i was only offered a 20.00$ credit. I explained my entire situation and he was incredibly Incompassionate and just kept saying the charges are valid. Now I do not have enough money to get to my next appointment because of this. I have been out of work for 3 months now and I am still in recovery. I had 6 screws placed into my cheeks and nose bones. All I want is a refund for the extra day as I returned the vehicle that evening as soon as I possibly could. Please help.

I had been defrauded by Hertz Rental Car's employees Tiffany or Mark or by both of them, at:
2233 Pembroke Rd,!Hollywood, Fl *******,
*******773. Manager Tiffany and assistant Mark requested my credit card to put in file on about 9/15/2022 when my Insurance Geico made a reservation and paid in full my account for my rental car when my car was out of service.
So, few months letter on 1/27/2023 there was a changed to my credit card saying ($240.00 Hertz at Hollywood).
I right away called Hertz Rental Car and spoke with Mark about those changes? But he told me that my account was closed long time ago and he told me to call the 1800- number. I called, but Hertz customer service told me that I did not own any money that Geico had paid my bill long time ago and to go back to the Hollywood Office to clarify the charges. I went in person and meet with Mark that told me to speak with Manager Tiffany. But, when she saw the credit card records and I told her that I needed to know what those charges are for?
She became very defensive telling me that she can't open my account because my account was closed.
I told her, well, you need to open my account to see who here at your office used my credit card and you were the only people that kept my credit in file, these changes was done just this weekend on Friday 1/27/2023 and today it's Monday 1/30/2023?
"And These It Is Fraud". Why are refusing to open my account?
She told me again, well, I told you, that your account is closed there nothing that I can do.
Call the 1800 number again.
Manager Tiffany was careless and refused to help me. So, these employees had committed fraud with my credit card for the amount of $240.00.
Be awarded of those SCAMMERS at the above address!
Natalie R. 2/4/2023.

Slow, clunky, hard to find information or make changes. I know they have struggled but it is hard to stay loyal when they put out this trash.

My wife needed a car for several days on our last trip to chicago. So, being long time renters through Hertz (gold, like forever) she made a reservation to pick a car up at the downtown train station. She arrived and was told there were no cars available ( the expected returns hadn't shown up), NO CARS. When asked if there were any other cars, either there or at other locations, she was told there WERE NO CARS. After an hour off wrangling with them, they told her they were going to cancel the reservation. If you are a car rental company, and are in the business of renting cars, especially to premium customers, and a reservation is made well in advance (it was not done that day-just to be clear) how does any self respecting rental company NOT HAVE A CAR AVAILABLE?! NOT ANYWHERE IN THE ENTIRE CITY?!?!? And then just cancel the reservation without making any accommodations for the customer to get them where they need to go? We have had plenty of bad experiences with Hertz in the past, but this was the straw that broke the camel's back, so to speak. We have picked up cars with the metal holding the windshield literally falling off as we drove, we have had hour delays getting our car (so much for walking out to the car which is already available), we have had twenty minute delays in freezing Chicago weather waiting for a shuttle to the rental center, while watching a dozen or more buses for other companies go by, but not having a car and having them cancel the reservation is beyond belief. We will never rent from Hertz again. EVER!

On 05-15-2023 we rented the car that we booked a few days before that. We waited at their location in Oakland, CA. Airport. We were told to wait for 30 minutes so the car can be cleaned as it had just been returned. About 9 customers were waiting for up to an hour for their car. It is kind of alarm number 1 for us. They took $294 deposits on my card for a one-day rental. At 7.55 PM that was after 55 minutes, the waiter's name was called and we were given the car number and keys for it. We returned the car at about 1.35 PM instead of about 5 PM when the car was due for return. It was very dark at the check-out Kiosk. We checked the car with the phone light and found a couple of small scratches and a gravel nick on the front dash window. We had a very hard time reading the documents in the dark lot and our vision status. Gentleman asked us to mark the damaged spots and sign the paper. That we did the best we could and gentleman told us that these are small nicks and they will not look for them.( it was a 2020 model).
We were told to leave the car in between white lines on my return of the car. There were 3 people working but they told us to leave and go and that we will get the email after they scan the car and we did that. We had filled the gas completely.
We are worried that Hertz did not give us the receipt of the vehicle in good condition as we received from them. We call at certain numbers and texted various parties involved. Until 11 PM we did not get any credit back on our card or any receipt from the Hertz/Thrifty/dollar.
While worried and stressed especially after reading the reviews now, we are waiting for a happy ending to this unexpected and not needed incident.
We will update this review as it develops. Today is 5-17-2023. Please wait for progress with pictures, video, witnesses, and more evidence that we will post if needed.
I am giving 2 stars as neutral, which we will change as the end is unclear at present.
At present, we wished we had taken the Lyft instead and avoided the commotion and stress of the unknown.

2 hours waiting no one at the destop. Realy bad service they give me a car with that the AC wasn't working

Terrible, hidden additional fees, agents make decisions to add LDW on their own. The worst experiance I've had with the rental company

I rented a car from Hertz in Richmond Hill, Ontario, Canada for a total of 9 weeks.
The car broke down during the rental period and I had to take it to a local garage for a temporary repair.
I took the car back to Hertz at the same location to exchange for another car when I returned to Richmond Hill.
I swapped for a replacement car to carry on with the rental agreement.
My credit card was debited the full amount half way before the rental period finished which was unusual. Then the same amount was taken out from my card the day after I returned the replacement car. I was told I would be given an invoice the day I finished the hire but that never came.
I was effectively charged twice for the same rental transaction of the 9 weeks.
Customer Service in Hertz is disgraceful!
The staff at the hire location made no attempt to help me.
The manager there simply gave me their customer billing telephone number for me to file a complaint.
The customer Service and billing information telephone numbers are constantly blocked.
Many attempts later I got through to the billing department and I had to press the person to give me a case reference for the complaint as she was unwilling to comply.
Eventually I was given partial refunds rather than a full refund. I was out of pocket over 700 Canadian Dollars. I pursued this matter further by email with their customer service but no explanation and reason was given why this amount is retained. They simply said that there will be no further refund.
I was made to feel that it was a favour they had done to have let me swap the car for a replacement and that I was able to make use of the car which I paid rent for.
They never refunded me the cost of the repair although I did give them the invoice from the garage. Or have they apologised for the inconvenience of the break down and the aggro the whole thing has caused me.
So you have been warned.

I booked car rental on priceline on 7th May at 1030pm. I called priceline the next day at 1pm to change the driver. They told me i need to call hertz. When i called hertz they told me to call uber.I didnt receive any email or text stating my rental. Hertz gave me the reservation number (K*******A0) to inform uber. They were rude and they asked me to call hertz. By now I was ready to cancel the booking. I downloaded hertz app and was able to cancel. The app told me that my reservation was cancelled. And i look at my credit card hertz charged 268.34$. There is no customer service for hertz in the US, your call gets transferred to china. I called 4 times and all the 4 time chinese call center picked up the call. Never again with hertz or priceline. EXPEDIA is the best.

NEVER AGAIN WITH HERTZ OR PRICELINE. YOU GUYS WHOEVER IT IS RETURN MY HARD EARNED MONEY.

BUT YIU GUYS WILL NOT BE GETTING ANOTHER PENNY FROM ME. NEVER.

Do yourself a favor and do not rent at Hertz. Do not prepay any car rental service from them. They will charge you twice. Expect rude customer service representatives who will yell at you. Expect Hertz to charge you the full amount you prepaid because you decide to get a toll pass. Expect to receive a car that is way below the standard of what you usually drive. My reservation was pre-paid via PayPal a week before arrival. Once at the airport, the Hertz counter did not have power or internet service. I waited in line for an hour, in part because the customer service representative I was waiting on decided it was justified and necessary to have a 30 minute banter session with the client just before me. It was so bad people behind me in line were suggesting they should "exchange phone numbers" and "get a room." When it was finally my turn and I asked her why $249.80 were going to be charged to my credit card, because the reservation had been pre-paid through PayPal, she yelled at me to "settle down, because if she said so, I would not get a car." She then proceeded to ask if I would get a SunPass for the vehicle, and I said yes. You should know that according to Hertz, getting a SunPass or any other type of toll feature is considered an "additional service" and they will charge your credit card the full amount of the rental on top of what you prepaid. Then, prepare for a less than stellar experience with the car itself. I rented a compact vehicle that had a broken air conditioner, so I spent four days in a sauna thanks to the low quality of the Hertz fleet. When I tried to open an investigation as to why I was being charged twice, I found out that "purchasing additional services" triggers your credit card to be charged. They will not refund your money. So, spare yourself from doing business with Hertz. It is not worth it, and they should be driven out of business.

In August of last year (2014) I rented a car from a local Hertz office in Milford, MA. I rented the car while my car was in the shop being repaired. When I picked up the car from Hertz they convinced me (in a good way, I thought) to opt-in for their “additional liability coverage” citing numerous horrible things that could happen to the rental car. So I signed up. But then, two days later, I realized I was already covered under my regular auto insurance. I confirmed this with my Commerce Insurance agent. I then called Hertz (the local office) and asked them to cancel the plan, noting that I was already covered. The agent replied with a curt “fine.” I was uncomfortable with this and specifically asked for an email confirmation of that. Another curt affirmation from him followed. I hung up the phone and never thought about it again. Until one month later when I was given a bill for $666.60 (ironic, I know) for the extra insurance. I told them I had asked that the insurance be cancelled and they played dumb saying they had no record of that exchange (though I’m sure a phone record exists). I called AMEX to stop payment which they did and then “settled” the dispute with Hertz. I thought the nightmare was over, but then a few weeks later I received another bill from "Hertz Local Edition” for $666.60. Apparently Amex settled the dispute, but this wasn’t going to stop Hertz from harassing me. They claim I signed the papers and because of that there is nothing they can do. They refuse to believe me that I cancelled. And while it is my fault for never following up and asking for my confirmation email, that doesn't mean I should be charged for a service that I cancelled. The worst part, though, is simply being lied to by the agent and then Hertz Corporate not even taking a moment to hear my side of the story. They claimed they "investigated" and that the agent said I signed the papers and that's the end of the story. He is a liar. I have witnesses and phone records for proof, but hey that doesn't matter to Hertz where, apparently, the customer is always wrong.

Hertz is no longer the top car rental company! They became fraudulent and scam!

This was the worst car rental experience I had. I rented for 14 days. But due to personal issue, I need return the car just one hour after I picked up the car. I was getting into their store and asked first before I decided to return. After confirming I just need paid for one day and would get the rest 13-day money back, I did it. HOWEVER, right after I returned the car, front desk guy told me I need to call Hertz customer service to check the specific amount I will be refunded. Then I called Hertz Customer Service, then they told me they would not refund me because they already charged me. Then the rude customer service just hanged up my phone. I called in again and they hanged up again!? OMG HOW RIDICULOUS AND FRUSTRATED! Isn't it!?

1) I confirmed with Hertz staff before I returned the car. If they said no I couldn't get money back, I would definitely keep the car, not just throw away my money over $1,000!
2) The Hertz customer service is the worst worst worst in this whole world! They even don't want to explain but just be fraudulent. You need transfer tons of times and wait for more than half an hour to call in and then they will hang up. Super annoyed and unacceptable. No solution, no reply, no any communication they will do.

I have to get my money back this time. So I will do any either through my bank or file a lawsuit. But for everyone, please be caution! Hertz is becoming fraudulent and scam. Service is terrible, car is terrible, price is terrible, no reliable at all! Don't be cheated by them.

Now I am using Enterprise. They are definitely so much more reliable and providing much better service than Hertz. Their store supervisor promised me my money won't be charged if I want to return a few days ahead. Their car is even better and cleaner.

I hope no more people like me will be treated by Hertz. They are really terrible!

While my car was in for service, I had to rent a car and chose Hertz in Antioch-I should have known it was going to be a bad experience from the condition of the establishment-it was dirty, run-down, airconditioning did not work, so they had a portable one set up to cool off the tiny building. The Manager, JOY (the name does Not suit her, she was far from Joyful) sped through my contract, told me to initial here, sign here-I did what I am sure alot of people do-I did NOT read what I was agreeing to-by the end of my 2 week rental, the cost to Ford (they were using Hertz to put me in a vehicle until mine was fixed) was $394.20-not bad for 2 weeks-However, the cost to ME was $773.47-I was speechless when I saw that amount-I asked how that was possible-Joy told me I had agreed to pay for the INSURANCE coverage-I told her I thought it was a flat fee, not a DAILY fee-she just smiled and said "you signed the contract"! It was a very painful lesson to learn-which is why I am writing this-If you rent a car, call your insurance company to see if you need to purchase any coverage the rental company offers-you most likely do NOT need it-you are already covered.
DO NOT USE HERTZ-DO NOT USE HERTZ LOCATED IN ANTIOCH, CA-