Hertz Customer Service

Simply put, their customer service sucks. I have been trying to confirm a rental replacenement car due to an auto accident and cannot get to a live body. Sad. I will never rent from Hertz again.

I will never rent from Hertz rental ever again. The unimaginable hidden fees and outrageous charges that appear on your credit card a month later are more work to dispute than not. They are rude, incompetent, and incapable.

Hertz has an issue with customer service. I feel like it's a joke.

When you call their customer support center, they make it nearly impossible to overcome an issue that isn't covered by the three standard options you're restricted to use with the automated call service. In my case, I was directed to call (on the app) when I couldn't successfully complete my account registration on the app. Which is point number two below.

If you're a company that wants to increase your customer participation by having them sign up on the app, you want that to go as smoothly as possible. And when someone hits a roadblock, you want to clear it up and get them on their way.

Well, when I input my drivers license number, I got an error message that said it was already being used, and I couldn't complete the registration and had to call customer service. Once I reached customer service, by randomly selecting different combinations of options that were unrelated to my issue, I learned that my drivers license number was already registered in some old legacy system. The customer service representative told me they deleted the old account and I had to re-register from scratch. I've tried several times since.

On top of that, even if I can finish this account setup, I am unable to get credit for a previous rental because I wasn't already signed up in this so-called gold status. I explained it was their system that blocked me from setting it up. So there's that loss of recognition too.

To this day, it still says my drivers license is registered with another account. I believe Hertz is doing me a favor, and saving me the headache of using their services ever again.

BEWARE: Hertz charges anywhere from $200 to $500 deposit depending on your method of payment, which they do not tell you about upfront or make it plain on their reservation website. You then have to wait 48 hours or more for the credit after the vehicle is returned. they also charge a fuel charge even if you elect to return the vehicle with a full tank of gas. If you want a refund you are required to jump through hoops by filing a claim form and submitting a receipt. Their employee can see when they check the vehicle back in that it has a full tank of gas. Very poor service and just another way to gouge the customer. On top of that if you try to call their customer service number you cannot get through to an actual person. Their automated phone system has the customer going in circles with no way to reach a live person. Definitely DO NOT recommend using Hertz!

Paid for car but when arrived at airport they had no cars. No calls or anything. Will never use them again. They do not care.

Car leaked almost all oil,cost me a full day of my vacation to arrange for, take it to and exchange for exchange. Hertz charged me $200 in exchange fees (after following instructions of Hertz emergency care). Then, threw up their hands and said can't do anything about it.

TO AVOID $200 exchange fee for mechanical, when you notice a problem- ignore it and leave car running all night until it blows or catches fire- then call Hertz.

Returned car 4 weeks after renting for 3 weeks. Advised before end of initial term that we'd need the car additional days, but not sure how many as our car was in shop. They billed me a ridiculous monthly rate that resulted in charges more than 100% of what we agreed on the contract. Instead of charging me for the few days beyond the contract term at a higher rate and honoring the original rate for the original term, they reverted the entire rental to this ridiculously high rate and refused to back down. Customer service is a completely scripted joke offshore, with no possibility to escalate. I have put a hold on the charge and am disputing it. They can pound sand and my decades of gold membership is done. Never again.

Hertz customer service is horrible since their bankruptcy.

They would not honor prices listed on their own website - too long to go into here.

Customer service agent said he could not do anything.

When I asked to speak to a manger, he told me there wasn't one?? How do you run a call center without a manager? Don't you usually put the customer on hold until a manger is available?

Emailed customer service explaining the situation and they asked for my reservation number. If I wasn't able to book the car, which I explained, how could I possibly have a reservation number.

Before the bankruptcy, I had no problem as a Gold Member getting a US based representative on the phone. They were always polite and helpful.

Hertz is a joke if you have any kind of issue that doesn't fit into their phone tree.

I am switching rental companies.

They could have killed us,they gave us a car with no breaks and ruined my honeymoon. Told me nothing they could do. All they want is money they could care less about their customers or their safety. Never use them.

Never use hertz they care about money not their customers.

Was told at every step on their website that if I paid in advance it would make everything quicker and easier.

Arrived in France after a 10 hour flight 1 1/2 hours early. Well becuase I paid in advance they tell me I have to just sit here for until it's the time I selected. So way to get a car sooner. For an additional $1400 I can have the pick up time changed from 9am to 8am:/

The guy at the counter is useless and just gave me the support number to call. We called... someone on the other li e picked it up and hung up... happened twice before finally speaking to someone.

That person wasted 15 min getting info about us and our reservation only to tell humus we called the wrong number. Before hanging up we begged him for the correct number which he provided. When we called it... it's not a working number.

Honestly how hard is it to just not be horridly awful? Clearly do not care about customers. Will avoid hertz forever now just like I do with budget. Starting to think they are all this way...

There is no customer service.
They need training or to more selective on hiring very impatient and short temperament. I am always patient trying to understand what they are saying while they get mad due to lack of communication. No friendly voices, very rude. Not just one bad CSR but several. Please Hertz reconsider your outsourcing to the Philippines where they are delightful and very customer service orintated.

9/25/2023

If I could leave 0 stars I would. I used the Hertz website and reserved a Buick regular fuel vehicle for pick up at Hertz located in Mount Vernon, NY. When I went to pick up the vehicle on 9/21/2023 at the Mount Vernon location as scheduled, the Hertz rep behind the desk named April told me that they only had one car left, and it was a much smaller car, a Chevy Bolt, which is an electric car to boot -not at all the regular fuel Buick I had reserved online. Because I really needed a vehicle, I was stuck and took the Chevy Bolt EV. I then noticed that despite there being other regular fuel vehicles in the garage, April pulled the Chevy Bolt EV from behind them. When I questioned her about those other vehicles, she claimed that they all needed servicing so she couldn't give one to me instead of the Chevy Bolt EV. Okay so on 9/25/2023 I arrived at Hertz to return the Chevy Bolt EV as scheduled at 4:30 pm. After inspecting the vehicle, April informed me that because the Chevy Bolt EV was not fully charged, I would be billed an additional $42. I immediately informed April that I would simply go and fully charge the vehicle. April informed me that although they were closing at 6:00 pm, I would not make it back in time before they closed. I then asked April how much it would cost to just keep the vehicle another day so I could return it fully charged the next day. After spending some time on the computer, April told me that it could cost me an additional $59 to keep the vehicle until the following day. I then told April that I wanted to keep the vehicle until the next day. However, she then told me that she had already closed out my ticket, and included the $42 additional charge because the Chevy Bolt EV was not fully charged. It was only about 4:45 pm, and closing time wasn't until 6:00 pm. Nor were there any other customers waiting to be helped. Without question, April chose to disregard my wishes and immediately close out the ticket without my consent. Of course, she claimed there was nothing she could do to rectify the situation after she rushed to close out the ticket. I asked to speak to a manager, and April said there was no manager and I needed to call the 800 number. So I called the 800 number and asked to speak to a manager, but the Hertz rep required that I tell him in depth about my dispute. After doing so, rather than give me a credit for the $42 additional charge, he offered me a free day on my next rental, but simply wanted me to take his word for it that I would receive the free day on my next rental. Again, I asked to speak to a manager. After all of this run around, I was connected to a Hertz "manager" named Ernie, who informed me that he was in El Salvador, Central America. After telling Ernie in El Salvador the same set of facts, he informed me that although I am a Hertz Gold Card member, the only remedy he could offer me was 500 points towards my next rental, take it or leave it. 500 points is not even enough to cover a one day rental, since 900 points are required for one day. When asked to speak to Ernie from El Salvador's supervisor, he said I couldn't speak to his supervisor - that his supervisor was not for me to talk to! WHAT?! Terrible way to treat a Gold Card Member. And it all started because Hertz rep April in the Hertz Mount Vernon NY location knows nothing about how to treat a customer and couldn't be bothered to try to do her job properly. Not to mention the poor customer service I received from the couldn't be bothered, take it or leave it "manager" Ernie in El Salvador. Terrible customer service all around. First April pulled the old bait and switch from the Buick fuel vehicle I had reserved to the much smaller Chevy Bolt EV she gave me at the same price as the Buick, then April's hasty close out of my ticket while I was asking to keep the vehicle another day, to April yelling at me because she had messed up and just wanted me to go away. Never ever again. Taking my Gold Card Member business elsewhere. I advise you to stay away from Hertz altogether as well if you don't want unwarranted stress and aggravation. ZERO STARS!!!!!

I recently purchased a 2020 Honda Accord in the Harvey, la location. I had a minor issue and had to speak with the manager. His aggressiveness and unprofessionalism had me reach out to Capital One who referred me to y'all. If things don't get better soon. They referred me to the complaint and refund team at capital one. Please contact me. Thank you

Do yourself a favor and go to a better company. Whatever you do, do not rent from Thrifty. They are horrible. Never had experienced service as this, the worst.

Had a high speed puncture on I95. No wrench in trunk and no answer for 40 mins when I called their emergency helpline. State police helped me and it cost $100. I asked Hertz for my money back in the form of a check. They offered me a $30 voucher. I have just booked six weeks of car rental and it definitely wasn't with Hertz. They absolutely suck, they should go bankrupt again and save us all the pain.

Customer service unreachable, poor English and provide wrong information. Then you are charged extra fees

I rented a car from Hertz for late August. I was not going to need the car and needed to cancel the reservation. I was unable to cancel it online although I tried I attempted to call four different phone numbers. I finally got through after about a half hour wait and then the lady said she couldn't help me. I told her I wanted to speak to a supervisor after another half hour wait he was able to cancel my reservation. I asked that I be sent a email confirming I canceled the reservation and I would not hangup until I receive that in writing. It's horrible that you can't talk to a person nor can you use the email as simply, as they say. No where does is there a box to just cancel your reservation horrible service. Please do not use them.

Hertz Newark Delaware may be the most inept, poorly trained rental outlet.
Clueless, sometimes arrogant staff; dirty cars; cars in need of repair; reservations not honored.

Reserved a car in Chattanooga, got reservation number. Landed at 11pm first no one at desk, second when person came she told all the customers she has no cars. I was stuck without a car. Very unreliable car rental business.

I went to the hertz rental car place to pick up my car that was prepaid for in full And I received the run around about my car

Impossible to reach a live agent in a non standard issue. Furthermore, their customer service is very poor when it comes to fulfilling their own policy.

HERTZ CHEATS IT'S CUSTOMERS...........DO NOT EVER USE THEM!!!!!!
They just charged my daughter a DROP FEE of $750 to pick up at Logan in Boston and drop in Portland, Maine. $750 for a drop fee two hours away from the pick up!!!!! You want a fair price, great service....go with ENTERPRISE......they don't cheat people!!!!

Hertz is the #1 WORST car rental company!!! I agree with other complaints that have been posted; they are very fraudulent and try to charge additional fees, etc. that you have to ultimately spend HOURS fixing. Most recently, I reserved a car with Hertz, then they told me I couldn't rent it because my account was flagged, for some odd reason (I'm a President's circle member). Then, I call the phone number to fix it and they told me everything is fine...you are good to go and rent. Meanwhile, Hertz is now charging me a 'no-show' charge of over $100! they used to be a great company to rent from several years ago, but now all I ever have is PROBLEMS with them

If I could give zero stars I would! I rented a vehicle from Hertz in Nashville TN and turned it in at the Bishop Airport Hertz in Flint MI. When I dropped the car off nothing was wrong with it no smell nor was it dirty. A few days later I noticed that Hertz had charged me over $600 for a $200 rental. I called them to see why and they told me they charged me $400 for a cleaning fee . I was totally confused as to why would I be charged a cleaning fee when the car wasn't dirty, (I did have my grandchildren with me but they didn't make a mess at all, they were pretty much sleep the whole ride.) The representative told me that in their notes it said the car had a strong odor, now I'm really confused!! I said what strong odor??? I don't smoke and me and my grandkids don't stink so what odor?? I talked to a few different representatives no one could tell me what kind of odor it was. When I dropped the car off it didn't have any type of odor. I really hate I rented a car from these people, its like they can just take your money and say f*** you!! I am a hard working mother & grandmother it's just hurtful for a company to take your money for nothing and there's nothing you can do about it. I rent cars all the time and never have I experienced this. Everyone I talk to at Hertz keep saying the charges are valid and there's nothing they can do. I really want to talk to the person that checked the car when I turned it in, I want to know what odor did he/she smell because there was no odor. Hertz need to have multiple people inspect vehicles when people turn them in to be sure because I'm really being charged for a false odor. I will never rent from these people again and I am informing others about my experience and advising them to not rent from them. I am currently looking into legal help with this matter and sadly a law adviser informed me that Hertz has a history of over and falsely charging their customers and have a lawsuit against them for renting cars then reporting them stolen!!! Hertz or any car rental agency that has anything to do with Hertz will never get business from me, my family or friends ever again!!

Ernie supervisor from billing in the national call center in El Salvador is the best!

We recieved good customer service and drove us to the airporto

Chris Gentry at the Hertz on 1120 Technology Dr in O'Fallon, Mo took care of my reservation and checked me in . He was friendly, caring and very helpful. Because of his customer service I would choose Hertz for any furture car rental needs!

Abdalla Ibrahim of the Hertz car rental office closest to the Statue of Liberty helped us in a very professional manner deal with language difficulties and business procedures to enable a car rental by Rong He of BeiJing, China.

Abdalla is a polite, knowledgeable and empathetic representative of Hertz and is the reason we will return for Hertz car rental.

I want to thank Hertz Customer service rep Michelle at the RSW airport for all of here help and assistance on my car rental that was scheduled with thrifty--no one was at the thrifty car rental booth but there was a sign telling you to Hertz booth if you needed assistance. Michele was so pleasant to deal with and most helpful. She had me in my thrift car in 10 minutes with no upsell!! thank you.

I was served by a woman from hertz Bankstown, she has skills what a great service. Amazing woman, she was polite, quick, this women made my day great to have this kind of person

Kemani, ID 2855, provided me outstanding service yesterday, going far beyond the average. I had an SUV rental that suddenly had major electronic/mechanical breakdown. I was in the mountains, about 50 miles from Asheville NC. With me was my young granddaughter. Kemani jumped through many hoops to make sure I was taken care of. He pursued and was given approval to have a flatbed truck delivery of my replacement vehicle the same day. The driver picked up the disabled SUV and dropped off the replacement in one step. What's important to understand is that this driver came from Atlanta--- at least three hours one way. Kemani's customer service was over and far above the average. He deserves recognition and a substantial salary increase.

Outstanding Customer Service The following employees were exceptional-Julissa Klassen, Cheyenne Trout, Patience Vogel. Daniel the manager is the reason we rent so many cars!

I recently rented a vehicle with Hertz, the location was 4321 W. Belmont. These two young men were very professional, spoke with delightful and understanding tones to me and other customers. One of the young men even had to use the translator for his customer and I was very delighted to see that he took the time to make sure she understood everything. I received excellent customer service during pick up and drop off.

The staff in Victoria coach station hertz car rental are very polite, I am extremely satisfied the way they handle with my reservations and queries in particular Robert is very friendly, I will return that's for sure.

I would highly recommend Hertz,for the way they deal with customers the service they provide, the staff were friendly and very helpful, definitely I will be using them again

My first time renting from Hertz, the price was excellent. At the South Holland, Il location 1 person working. The line is long phone ringing it was awful. Customers complainting about dirty cars. Mine was dirty also.

what happen to the hertz rental in Duquoin at Duquoin auto service.It was very covenient for people there and was close enough to the amtrak station to walk and get a car.People there were very friendly and helpful.

I rented a vehicle from Hertz in North Kingston on post road in Rhode Island on june 26th. The excellent service I received from Mark the service agent was amazing in so many ways. Mark is a great employee and Hertz should be proud to have him representing the company. I had a miserable experience at a local Thrifty and because of Mark's service I have made another reservation in September at the same location. With that being said Hertz should be a little more informative to people making reservations on line about the $200.00 hold fee when using a major credit card. I was under the impression that this $200.00 fee only applied to debit cards not major credit cards. The $200.00 fee is a bit much. But lets focus on that amazing service I received from Mark.

I had a great trip thanks to hertz after dealing with budget car rentals i last minute booked through hertz great customer service and even got a free upgrade i will only use hertz from here on out thanks guys for saving our trip;!!!

We received our car in Paris on April 18. Few days later, people told us that our tyre has a bulge (egg). It us dangerous to drive on. We went to Hertz Grasse and tried to reflect this to them. There was a French woman and a technician that totally can't speak English, and i can't speak French. Impressively she asked me to wait and called to hertz center and asked them to translate for me! More, she found a nice gentleman (her friend i think) to do translation for us and wrote a letter to us (a French's explanation letter), then advised us to go Nice airport, which is a bigger hertz center and request to change a car.

Which this letter, we reached Nice airport and met another nice person named Alexandre, who is taking care the desk of hertz. I guess the letter is efficient, so Alexander dealt with us effectively, politely and changed a brand new car for us. I am really impressed with their passionate, professional, helpful, efficiency, and patient. Made my trip wonderful.

We received the best service from the location manager, Gary, at the San Francisco Fisherman's Wharf office. He was extremely understanding and accommodating after our flight was changed and we needed assistance regarding our rental agreement.

We rented a car, and had a problem with the outlets, came to the Hertz in Barstow, Ashley Soutar quickly attended us, and fixed our problem. Great service, and quick.

my husband and I have done business with hertz, river dale rd., west springfield, mass. Nicholas Jorge has always been most helpful, very kind, highly knowledgeable, and very pleasant. He is the reason we do business with Hertz.

The staff at Hertz York Street (Ottawa, Canada) is excellent, especially Meghan.

We returned our car to the Hertz location at McCarran Airport in Las Vegas, NV on October 8, 2014. The person who handled our return was Wayne White and he drove us to the airport instead of making us take all of our luggage out of the car and waiting for the bus. We had been on a 16 day cruise so of course we had alot of luggage to drag along. He was very polite and very nice.

I just want to tell you that you have some very good associates working for your company. Your manager Michelle at your West Palm Beach Airport location. She went above and beyond to locate the last car I was in that had my decal in it. She actually walked with me to find the car, and took the time to look it up on the computer to find the location of it. I also want to thank another lady named Kim she was also helping locate it too. If you have more people like that you will have a successful company from here on out. Please do something nice for them, cause they really deserve it!

Wanted to give congrats to Crawford Murray in the Orlando Hertz. His service was outstanding. Good job.

I would like to compliment Christina for her wonderful service! In the process of trying to make a reservation, I had just had an unpleasant experience, first with the telephone automated reservation system and then with two different Hertz representatives. I was about to take my business elsewhere which would have been a shame because I have been a loyal Hertz customer for a decade or more. The automated telephone system was awful. It didn't seem to hear me even though I was speaking very clearly and deilberately. Then the first Rep I spoke to sounded like he was in India which would have been fine if he could have understood me. His English was pretty good but I did have to ask him to repeat himself several times in order to grasp what he was saying. The biggest problem was that it was clear to me that he didn't understand some of my very basic questions. I'm sorry to say, I did not get his employee #. I wish I had. After speaking to him, I was transferred to Melissa . She was not very helpful. In fact, after speaking with her, I had pretty much made up my mind to leave Hertz altogether. If it hadn't been for Christina #9692 of the Oklahoma City Web Support office, I would now be a disgrunteld EX Hertz customer. Instead, I'm a happy customer again. I don't know if anyone at Hertz corporate office actually reads these reviews but if you do, you should commend Christina #9692 for saving the day. Give her a thank you or give her a raise. Do something nice for her. I could have just as easily made this a negative review and dwelled on the bad or I could have written a nice review about Christina and three negative reviews about my first three contacts. I chose to take the high road because I am a business owner and I know that it can be difficult to get employees to do and say what the president and CEO would want them to do or say. Some employees take corporate policies so literally that they leave no room for compromise. It almost becomes a power trip for them as they espouse what they CAN'T do for the customer rather than trying to figure what they CAN do for the customer. That would describe Melissa but NOT Christina Again, thanks Christina for saving the day, and a Gold customer.

i was at the west palm beach hertz last night and i just wanted to say that the service i received was amazing! Yuri was my rep and she made the whole experience worth coming back anytime! thanks to her i will be using hertz over the competition any day! She deserves to be praised for the job that she has done!

I used to work for Hertz. The reason customer service is so bad across the board is that most of their employees are unhappy with their jobs. Hertz treats its employees very bad and that reflects back on the customer. They are a greedy company that changes the rules to make their profit margins increase at the expense of their employees. They set unrealistic sales goals so that they get to keep their employee's bonus revenue. At that point there is very little motivation for the employee to strive for exceptional customer service.

Hertz suspends praying Muslim shuttle drivers
Thirty-four Somali Muslims who drive airport shuttle buses for Hertz were suspended Friday over a dispute over praying on the job.

By Lornet Turnbull

Seattle Times staff reporter


Zainab Aweis, 20, is one of the Somali Muslim shuttle drivers Hertz suspended for not clocking out during prayer

In the three years she's worked as a shuttle driver for Hertz at Seattle-Tacoma International Airport, Zainab Aweis, had always taken time out of her shift each day to pray.

An observant Muslim, she prays five times a day — with one, sometimes two of those prayer times falling during her shift.

"That was the one benefit of the job," the 20-year-old said.

On Friday, she and 33 other drivers — all of them Somali Muslims — were suspended indefinitely from their jobs after they took religious breaks to pray while at work without first clocking out.

A spokesman for Teamsters Local 117, which represents the workers, said it is trying to get the workers back on the job.

Both the company and the union late Thursday said they were waiting to hear back from the other.

While the drivers were allowed two, 10-minute breaks during their work shifts during which they could pray, Teamsters officials said managers had agreed in negotiations that workers would not have to clock out and in, though the contact itself does not address the matter.

And the workers and their union said Hertz had previously not required that workers clock out for prayer. The union said it has filed an unfair-labor-practices complaint with the National Labor Relations Board against Hertz for failing to notify the union in advance of what it called a policy change.

But Hertz said the rules aren't new; that it had been trying for some time to enforce the terms of an Equal Employment Opportunity Commission settlement it reached with the workers two years ago that required them to clock out.

A Hertz spokesman said the workers had been repeatedly told they needed to clock out and that the 34 suspended workers had not complied.

"We felt it was reasonable for our Muslim employees who need to pray a couple times during the workday to clock in and clock out," said Rich Broome, spokesman for Hertz.

Broome said it's not about pay — break time is paid time — but to ensure that workers were staying within the 10-minute time slots, which has been a problem.

He pointed out that Muslim workers who clocked out were not suspended.

On Wednesday, a few dozen people from area labor and faith organizations protested on behalf of the workers outside the Hertz counter at the airport, waving signs saying, "Respect me, Respect my religion."

The Teamsters represents about 79 drivers at Hertz — about 70 percent of whom are Muslim — earning between $9.15 and $9.95 an hour. They receive no health benefits, vacation or sick leave.

Aweis said she was not aware the rules had changed until she arrived at work on Friday and managers told her and six other women who were about to pray that several other workers had been sent home that day for praying.

"He said, 'If you guys pray, you go home,' " Aweis recalled.

"I said, 'Is that a new rule?' And he said, 'yes.' "

They prayed anyway, she said, contending that managers stood over them taunting and disrupting them.

"I like the job," Aweis said. "But if I can't pray, I don't see the benefit."

Mohamed Hassan, of the Somali Community Services Coalition, said the workers cannot afford to be away from their jobs. "They need to pay rent and buy food for their children."