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Hertz

Customer Service Ratings and Comments

Hertz is ranked #189 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.41 out of a possible 200. This score rates Hertz customer service and customer support as Disappointing.

NEGATIVE Comments

81 Negative Comments out of 86 Total Comments is 94.19%.

POSITIVE Comments

5 Positive Comments out of 86 Total Comments is 5.81%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I called Hertz's West Plano, TX office for insurance clarification and was treated very rudely by Hertz's employee (Scott or Oscar, is the name he gave me) over the phone. Where is Hertz looking for customer facing employees after all? The worst is Hertz doesn't offer a place to file a complaint so that they could be alerted and work to give this person some civility lessons, or maybe just fire him.

    Boing 9/2/10 7:50AM

  • I encourage any person seeking a rental to first read this. I'am in Tennessee, Nashville to be exact. I rented a car from a Hertz outlet in the Madison area of Nashville. I was mislead to get the protection coverage for what was to be a week and turned out to be three weeks. I have yet to resolve this issue with Hertz and hope no one will go through what Iam going through. I suggest that if you are looking for a rental car please run and not walk to another car rental service.

    Anonymous 8/30/10 5:36PM

  • Out of all the trips that my family and I take, we rent many vehicles. I was never so disappointed in HERTZ rentals. It was the WORST experience of our lives and we will NEVER again use this poor excuse of a car rental company. Not only were we charged for not having the tank completely full(less than 1/8 of a tank gone), we were treated absolutely horrible, and none of the customer service reps even spoke ENGLISH! Come on, people. This is AMERICA. I want a person who can understand me and be able to help with my needs. I have already told all my friends and co-workers about our horrible ordeal. And I am sure that means nothing to HERTZ, but it will when we go on vacations and choose not to use this crappy car rental. That being said, they will now lose loads of business because I am head of my unit and I have all the say it what cars we rent. Good bye HERTZ! I hope your company fails because of your lack in interest in your consumers, just your interest of greed.

    Anonymous 8/27/10 8:21PM

  • I used to be a loyal Hertz fan and was either their presidents circle or five star member.
    Now, I simply dislike Hertz.

    Poor Service, Crappy cars with more mileage,
    customer service people who are simply wary or burnt out!!

    jjanard 8/23/10 7:07PM

  • I completely agree. The worst "customer service" support I have ever encountered. I waited for atleast 30 minutes every time I have tried to contact them. After endless holds, I was transferred over and over again to other departments every time I tried to explain what I was trying to resolve. Nobody knows what they are supposed to do.

    ana 8/19/10 9:05AM

  • terrible customer service; unable to reach anyone without being on hold for extended periods of time > 30-45 min
    Last time I'll rent from Hertz or Hertz Advantage

    Anonymous 8/14/10 12:18PM

  • Very bad experiance on my first rental with Hertz . I rented the car for 8 days and dropped the key at the location since their office was closed after 12 pm Saturday . The charged me 2 more extra days ( Sunday and Monday ) also , I added one extra driver .At the time of signing the contract nothing was mentioned abt additional charges ,but once I see the final bill they added $65 for the same . Upon asking then abt these charges they were very rude to ansmer me saying you signed for all ... extremely poor experiance and I will never rent from them again .

    Mahesh 8/12/10 7:54AM

  • made reservation with hertz to pick up a mid sise car,on 8/6/2010 went to pick up car to find out their was no car abvaable in the southwest area or chicago area,no phone call
    to let me know.so i could make other plan for a call. Hertz is a joke. no apoliage given.

    Ann 8/11/10 11:25PM

  • I recently rented a car from Hertz through AAA insurance. Everything was covered through my insurance and I even informed them that I did not want any extra costs because I wanted everything to be covered by insurance. The woman asked me about a 15.00 per day insurance charge that I DENIED! She then had me sign the sheet and initial in two spots and stated that was so I accepted the vehicle the way it was. I now have a 305.00 charge on my credit card...and they stated that I initialed the paper for this 15.00 per day charge. I see small claims court in my immediate future since they aren't being very cooperative.

    Anonymous 8/9/10 8:36PM

  • We rented a Tahoe from HERTZ at the airport in RAPID CITY, SD. Everything was fine, we even returned the car washed. We left the car at the overnight lot to catch our plane. A week later we get a $2200 HAIL claim letter! We have never heard of such a thing! Their photos show small nicks that could have been from anything and was probably there before we rented. What pisses us off is that the Hertz office passed us off to some claims contractor who refused to investigate my complaint. Needless to say this totally ruined our Yellowstone trip and left a bad taste in our mouth for anything HERTZ. After forking over $250 deductible, $200 "administrative" fee and $297 loss usage fee, HERTZ will NEVER get this customer again! Especialy HERTZ RAPID CITY AIRPORT!

    Tieny 8/9/10 8:18PM

  • I was charged for a day over the time I used the car! It was a Yaris, a piece of junk.(i.e.The automatic windows didn't work in 80 degree heat)The GPS didn't work. I was told the rental would be 296 dollars for 4 days with a 20% discount from my bank, but the total charged to my bank account was $588. And the automated phone system is really a nightmare! I now hate this company and will never ever use it again in my frequent travels. They are rip-off artists! I am surprised at how low they have become since Ford sold the company. I shall use their brand of false advertising from now on as the number one example of scam artistry in my Critical Thinking classes. (I am a professor at a major college.) I will use this experience for good, and in the end, it will have been worth the experience, after the shock and sting of the dishonesty.The benefits to my students will pay off in the end. Thank God there are alternative rental companies!

    Anonymous 8/9/10 1:35PM

  • I stopped in to the Madison TN location to inquire about a one-way rental to IN and the price had doubled in 4 weeks. I had rented a one-way in IN and needed to return to pick up my other vehicle that had been disabled. The employee was not at all concerned or cared and when I questioned about the price that had doubled in 1 month he only said that's what the computer screen says and that is what I pay, period. I ask for a manager and he promptly told me that the manager would do the same. I was very upset and went to a competitor and got a very good deal.

    Anonymous 8/8/10 3:33PM

  • I rented a car from Hertz in May in Las Vegas. Instead of putting a $200 hold on the only credit I had, my friend gave $200 cash which they said would be refunded in 4-6 weeks. I called a month later to Hertz about the refund, they said it's in the system and will be refunded soon since it's been a month. Now, it's 3 months later (I giving the benefit of the doubt that it was on its way) and still no refund check. I called today and after 20 minutes of waiting, the rep(who was very nice) she can't find that refund BUT can see in the system that I am suppose to get a $200 refund. After a brief hold, she said they need to investigate it and will contact me in 7-10 business days. I better get my refund.

    Anonymous 8/5/10 4:02PM

  • I am not happy with Hertz rental place at Portland Airport. We rented a van from one Wed. afternoon and returned it the next Tues. night around 8:30. Not quite a week. We did forget to fill up, realizing it when we got to the airport. We was already in a line return and could not leave. No one was there to leave the keys with just a small note to read on the side of a place. Said to drop them in the box. I did not like just leaving it like that, could have said anything about damage to it. As it was there was over half a tank and then they just automatically charged our credit card for $100. for fuel and service it said. The main thing I was upset about is that it said there should be someone there to take returns till midnight and no one was around. Saw several other customers wondering what to do.

    Anonymous 8/3/10 3:36PM

  • Hertz has totally gone to the dogs in the last two years. I am a 5-star gold club member. They are often out of cars, computers down, can't get receipts after hours at O'hare without standing in line forever, one guy at the counter versus 10 customers, and so on. They are slow, rude, and obviously a bottom-feeder employer. It us rediculous and makes business travel a nightmare. I spend $10,000 to $15,000 a year on rentals. It used to work fir me but with Hertz- NO LONGER!!!!

    Anonymous 7/30/10 1:07AM

  • They rented me a car with a key with a key that only worked in the ignition (not the doors or trunk), no electronic fob on the key (for automatic unlock of doors), and worse yet…the tag had the wrong license plate number!

    We didn’t notice until the morning, when we tried to find the car in the hotel parking lot. When our key didn’t fit the door, we checked the license against the tag on the key, and since it didn’t match, we assumed we had the wrong car.

    We spent the next 1 ½ checking every car in the large hotel parking lot against the license on the key tag.

    Nothing matched.

    So we assumed the car was stolen. We called Hertz (spending 20 minutes on hold). Hertz said they would not replace the car, or even let us rent another from Hertz, until this one was recovered. We said “what if it’s never recovered”. Customer service basically said “we don’t care”.

    Then a policeman came. He said we couldn’t report the car stolen because we weren’t the owner. So we called Hertz again (again 20 minutes on hold). He took the information from Hertz for the stolen car report. Then he asked for what state the car was registered in (since the key tag only had the number, not the state). When Hertz looked it up, it turned out not to be the number on the key tag. So we went out to the parking lot, and discovered the car we originally thought was it, was the car. But the key didn’t work in the door…just the ignition (luckily one door we’d accidentally left unlocked).

    I demanded Hertz send us a key for the door. They said they didn’t have one. I said “Then replace the car. It is unacceptable to give us a car we can’t lock (because we’d be locked out)”.
    They basically said they didn’t care, and that they’d let us drive back to the airport (an hour drive each way plus a $4.00 toll) to swap the car. I complained that 4 of us wasted a very stressful morning, and a policeman spent 2 hours, because of Hertz’s incompetence. They didn’t care.

    After arguing, they agreed to send a driver to replace the car.

    However….the driver used the automatic toll payer on the car to pay the toll. Which also charges a daily fee once you use it, even if you don’t use it again (which we didn’t).

    The toll was $4.00 (which we shouldn’t have to pay…Hertz should have rented us an acceptable car in the first place…how can they rent a car with a key that doesn’t work in the doors AND the wrong license on the tag???!!!)

    But worse, with the daily charge tacked onto the automatic toll payer thing on the car, we just got a charge on our credit card of $12.75.

    So...we all spent four stressful hours, a policement spent 2 hours, and to add insult to all that, we are being charged $12.75 for Hertz to replace the car with no locking key...

    I'd submit this through their customer service webpage but...you guessed it...that website is not working.

    Anonymous 7/27/10 1:28AM

  • I had a bad experience with being forced to buy insurance and trying to prevent it from happening again turned out to be worse than hell.

    After giving up on the call center, I wrote Hertz to vent:

    Hello,

    I regularly travel to Portugal and in the past, when I rented a car with Hertz at the Lisbon airport, I'm told that I have to buy their insurance, even though my business VISA covers car rental insurance.

    Every time I rent, I have the same problem so I'm held hostage at the airport. Either I buy their insurance or they won't give me the car and I'm stuck there -- so I usually give in and buy it just so I can leave.

    Yesterday, I called your 1-888-777-6095 number to request a document that I could hand at the Lisbon Airport Hertz counter with your policies, listing the charges that I will pay, and which ones are optional.

    After waiting over 10 minutes to be attended to, I was then subsequently transferred 6 times, each with a new waiting time, some of those transfers sent me back to the main menu leaving me to figure out what department to call next. While my patience is often strong, it's inexcusable to have to be transferred that many times. An agent should be knowledgeable about what department will be able to help me, not spin the wheel and send me to a random department. Sometimes, I was transferred without warning in the middle of the conversation with an agent. I expected either Customer service or International Rentals to be able to help me but they both transferred me back and forth amongst each other, and then back to the home menu.

    I understand how my issue isn't on a quick list of common problems and corresponding solutions, but a simple "Let me consult with my supervisor" would be nice. Somebody at your call centre must be senior staff member that is a go to person for complex requests.

    After 40 minutes of holding and transfers, in the end, I reached an agent who agreed to write this document and e-mail it to me. She asked me for my e-mail address, confirmed it with me and promised to send the document. I still haven't received this e-mail.

    Today, I called again, going through the same trouble, thinking that I'd know which path to take to make my request but again, I was transferred over and over, often to completely irrelevant departments. Why would an agent send me to National Reservations?
    This time, an agent told me she could only mail me this document regardless of how much I insisted that on the previous day another agent told me she could e-mail it to me. Do we live in 1985? My rental is this weekend. I gave up.

    I know that this letter will not help me, specially considering I don't remember the names of the 10 or more agents that I spoke with in the last 48 hours. I just want you to know that you have something terribly wrong with your call centre, that there are plenty of other rental companies who value good customer service and will be delighted to have a new customer. I will no longer be renting with Hertz for my business trips.

    iPedro 7/15/10 1:09PM

  • The Hertz operation at Denver International Airport is engaging in Federal crimes of Price Gouging and Price Fixing with the other car rental companies. The customer service is despicable.

    Sugarbear 7/15/10 1:47AM

  • I'm not going to write a letter about how badly I was treated by a company that obviously has serious management issues. Just be for-warned that they do not care about you as a customer..the other letters here are testimonial enough!

    ghpa0008 7/13/10 7:42AM

  • I am a President Club Hertz #1 Gold Member which is meaningless when it comes to customer service treatment or a lack thereof at specifically the Palm Beach Airport Hertz. All other Hertz locations that I go to are more than accomodating, they go out of their way to recognize and value my patronage. While I'm forced to use Hertz because of my company mandate, I will tell you that this specific location could care less about my needs and/or safety than providing their 'out of the box' replies which is to say we cannot do that. Literally I get a rental car weekly throughout the year and with each city that I rent with, the complimentary upgrade and a NeverLost comes with each vehicle for no additional cost. My goodness Houston airport even upgraded me to a Mercedes the week before with NeverLost. But oh no, PBI Hertz broke the mold when they valued me as a customer by saying we just don't care. They basically said, yeah lets give you a recalled Toyota Camry with NeverLost and pay extra for it or else you gotta get a Camry without Neverlost at 11:40pm at night in a city you are unfamiliar with and fend for yourself. Yeah all other Hertz locations have a computer printout for directions but oh no PBI doesn't have that so non-valued customers go be unsafe and fend your destination for yourself. Jonathan the Manager, I will call you out as the most ill-informed and non-sensitive with no skills for customer service idiot and this is saying things kindly. Thank you for making the otherwise hectic travel last even longer to battle with you for time I'll never get back. I will blast every site and disparage your inability to provide true service for your 'valued customers'. Might I ask if I was so valued, I would like to know what you do for those VIP customers? This will go to Hertz corporate and do hope that you are reprimanded in every way possible.

    HertzPBIhater 7/8/10 9:10PM

  • I have to tell everyone how extremely disappointed in Hertz that I am. I hate Hertz. Just even capatalizing their first letter makes me resent them.

    I travel for work and upon getting to the counter for the first time this year, my company credit card was not acceptable. My company credit did not have my name on it, therefore they would not take it. What??? I had to use my personal debit card, which they ran a credit check! What?? Why do they need to know my credit score for a car rental. All they should be worried about is "Do I have enough money to pay for it!!!? Not only does the counter help is arguing with me, ARGUING!!, she is reviewing details about my life that not even my banker sees.

    I had reserved a mid-size for 6pm. It was almost 7pm and my car wasn't ready? Thank goodness I wasn't early. I waited, when they finally got a car it was a compact. The attendant bringing up the car asked me if that would work and I said yes as long as the rate was reduced. He assured me that it would be. I went to the counter and told the woman and she said that was no difference in price! I was astonished, tired, and just had gotten over being so angry that I chose to just take the care and get as far away from them as possible.

    I got into the car and it was so small, that my 5 ft 6 in frame allowed me to touch both sides of the car at the same time. The speedometer was in the middle of the dash! I felt like I was riding in a Fisher Price car.

    I went on aboutt my business, returned the car, which they let me pay with my company credit card!!! If it was so important they have a credit with my name on it, then why was I allowed to pay with a different card?

    So I chose to use another rental agency on my next trip. However on this trip, I needed to rent from Detroit and drop off in Minneapolis. The only option given to me by my company travel agency was Hertz! I thought OK, I can handle this and made the reservation.

    My reservation estimation was only $355. I thought no problem with my debit card. My daily limit is $500 (in case it gets stolen) I don't need to increase my limit to rent. All good.

    I take a late flight into Detroit on Father's day and arrive at Hertz at 10:45pm. I waited in line since I am not a Goldmember, which doesn't sound like it would make a difference from what I read. I frumpy woman, obvious that night shift was her permanent shift, waved me over to the gold counter and proceeded to take care of me. I thought, this was going to be ok.

    She proceeded with my reservation. I gave her my debit card and she looked at me with disgust after running a credit check and trying to hold the amount. I asked what the problem was. She said that the card was declined. I was shocked. After she explained that she was trying to "hold" $861 on my debit card, I looked at her and said that amount did not match my reservation and that my card was limited to $500 daily. She then explained that it was my corporate rate and there was nothing she could do about it. Doesn't make sense. I reserved the car through the corporate travel agency, why didn't it show this amount.

    She asked if I had another card, I said yes, but it did not have my name on it. She that would not work. Each sentence she said got more agitated. I got more agitated with her. I finally asked her, "what do we do now?" She looked at me like a deer in headlights, tilted her head and said coursely, "I guess you call a cab!"

    Anger flew through my body. I looked at her and told her to give me a cab number. She then said that she would call. What? First you say one thing and then you do another? Is this what customer service is about? Where has customer service gone to? I receive better customer service at McDonalds from people less educated, making less money, than at the Hertz counter.

    With every breath I took, I refrained from jumping over the counter. I went to the hotel and slept the night away until I could call my bank. I increased my daily limit and returned to hertz. Now $40 less in my pocket because of the cab costs ($20 each way to go less than 2 miles). I returned to Hertz, dreading the upcoming interaction with yet another dismal personality (which is the only personality I have experience at EVERY Hertz across the country - do they require this on their application?)

    I went in, explained the previous evening, confirmed that I would not be charged the rental for the night before. Gave her my debit card and she ran another credit check!!! Why? Had I done something over night that would change my standing in less than 9 hours? I asked why that was necessary, she just said this is what she had to do. Great! Finally all done, the car was not ready. What?

    Then she said that my car would be waiting right outside the door. A mid-size is now a Corolla? Whatever, by this time I just wanted to get away from them. Except there were two. I stuck my head back inside and asked which one. She responded with "the one that is right outside the door!" Ok, ok, I get it, you hate your job, you hate life, and you don't know how to be nice (remember this is NOT the same person as the night before). She said the keys would be in the car. I walked up to the first black corolla and opened the door to pop the trunk. No sounding of keys in the ignition. I put my things in the trunk, got in the driver's seat and looked around for the keys, no where to be found. I got out of the car, went back to the counter and let her know no keys were in the car. She huffed asked if the license plates matched, and then without waiting for answer, walked from behind the counter, went out a different door than I and yelled to me it's this one. The car she pointed to was directly behind the car she initially directed me to. I removed my things from the car and reloaded them in the second vehicle. And on my way! Thank God.

    However, the following day, I was a recipient of a federally funded speed trap in Wisconsin. Lucky me. I had made it from Detroit, through Chicago, to only find that Wisconsin was trapping all kinds of folks. Ok.

    I handed the sheriff my drivers license and rental agreement. He went to his vehicle and then within a few moments returned to my vehicle without my license or ticket. I was confused. He stated that the plates on my car did not match the car! I was shocked, or was I? This was Hertz that I was dealing with, so all I could say at that point was "I HATE HERTZ". Now I have to deal with that when I get to Hertz to return my rental.

    Do Not use Hertz if you can help it!!! I am telling everyone I know and for their lack of customer service and quality I am posting this on this website in hopes that others realize that BEFORE they get involved with them.

    Anonymous 6/23/10 5:23AM

  • I recently rented a car in the NJ-Philadelphia area. Unbeknownst to me, the car was equipped with an automtic Fast Pass type device but was never told nor was there any written advisory in the car. This resulted in my paying cash at the toll window and then getting a charge on my mastercard weeks later, resulting in a double payment of tolls. A renter should be alerted to this "service" when he rents the car.

    rockytony 6/17/10 10:36AM

  • Absolutly horrible. Charged me $350 whenm i didnt authorize any charges excepot for damage(which their wasnt any). Currently working with billing dept trying to get my money back as it through my credit card negitive. Great service @ the deal though!

    NotHappy123 6/15/10 7:39AM

  • bad service, car was not ready used voucher to pay, now they are charging me again 1122.85 on my credit card, poor service to fix problem

    clark 6/14/10 12:30PM

  • Hertz - London Heathrow - This has to be the worst customer service ever! How can a company get away with this behaviour???
    I arrived to be greeted by an arrogant, unhelpful young man who gleefully advised that the car spec I had pre-paid wasn't available and tht I'd have to upgrade, at extra cost. Very deceptive, but worse still was yet to come.
    The vehicle was damaged but because of the delay in the rental office, I was keen to get to my destination before they closed.
    I planned to call the following morning to confirm the damage (It was nearly midnight and after a long day's work I simply didn't have the energy to argue...) At the car park exit, I was refused exit on the basis that I hadn't signed the damage report. I explained that I wasn't prepared to sign until I'd confirmed the details the next morning (quite logical, I thought!). He told me that I couldn't leave the car park until I signed! Reluctantly I signed the form and headed towards my destination, only 35 minutes away.

    The car was parked in the car park of hte business school all weekend. It's a quiet car park in a rural setting.

    When I returned the vehicle I explained hte situation to the attendant and filed a report. I asked for reassurance that I woudl not be charged for any damage. He said absolutely not, hthe office would be in contact.

    To my horror, I noticed that some 3 months later my credit card has just been charged nearly €500.

    I will NEVER rent from Hertz again. Surely this behaviour must be illegal? Surely some lawyer out there must be willing to bring a joint claim with all these people suffering similar issues?

    Anonymous 6/13/10 4:44PM

  • one month ago I rent a car in London at the Heathrow Airport and I asked for adding the Congestion Area tax to my contract: the answer was definitely YES !!!
    I know London very well and I was completely aware about this traffic congestion problem.
    Today, with a great surprise, I have got two letters showing me to be charged 95,25+95,25 Pounds on my AMEX for driving in the congestion area.
    I am very upeset and I am very surprised that a so big and strong Company like HERTZ, with a worldwide good reputation, can run such a business in such a "bad faith".
    I will check my receipt in the following days and I do hope it is just a "mistake", on the contrary I have to reach the conclusion that HERTZ have found a new method to steal money to its Customers

    Anonymous 6/11/10 11:35AM

  • I just experienced the Car Rental from Hell.

    On March 19, I went on-line and rented a car from Hertz because of the discount I would receive as a member of AAA. The charge was to be $62.62. I would be picking up the car at PBI airport on April 30 and return it on May 2. Several days before my departure from BWI I called Hertz in West Palm Beach to find out exactly where the Hertz booth was located. I received a recorded message that the lines were busy and that Hertz would get back to me. Hertz didn’t. I called again two days later and got the same message. Once again I was informed to leave my phone # and Hertz would get back to me. Again, Hertz didn’t. Finally I called the national Hertz number. Several hours later “Matt” called, apologized for not returning my calls and gave me the information I needed. He also said that I merely had to show up at the Hertz booth, present my driver’s license, sign the contract and I would be off in my rented Hertz car. Sounded simple enough, but that was simply not the scenario.
    When I arrived at Hertz PBI, I was greeted by a very aggressive salesperson who, after the deal was made on-line, attempted to “layer” the foregone agreement! She “informed” me that a special “weekend deal was going on whereby I would be able to rent a larger car, a Buick was mentioned along with a convertible, for a “mere $36” more. I told her, “No” and that I was satisfied with the “Cobalt or other sub-compact” cited on-line. But she was persistent, telling me that I would get a Yaris “Which is not suited for a man your our size.” (I am 6’2”) I told her I was satisfied with the car in the original agreement. She then asked what kind of car I drove. I told her I drove a Honda Civic. She then told me that a Honda Civic was considered a “mid-sized car!!!!” After more wrangling, she told me I was getting a Yaris. Then she tried to layer some outrageous insurance fees which I immediately nixed. Finally she said I had an option of filling the car myself upon return or Hertz would fill it for me for the price of $2.82 a gallon which she pointed to on a chalk board situated behind her. I agreed to that since it was a fair price. Only later was I to find out that a nuisance charge of $39.61 was added for this Hertz service. When I left the booth to pick up my Yaris, I was directed to a Volvo!!!!!! When I told the attendant at the site my car was a Yaris, she said, “No, your car is a Volvo.” After signing the required papers I drove the car for the two days without incident. The total charge of $122.79 for two days was outrageous, especially when I was



    under the impression that the deal and contract were finalized on-line. Worse, when I
    arrived home, I checked my Visa account on-line and found two Hertz charges, dated 4/30 and 5/2 for $253. When I called Hertz this morning I was informed that there was only one charge for this amount but that it was “on hold.” Isn’t that a bit after the fact? Why wasn’t I informed of this beforehand, and why has Visa listed the second charge of $253 for which you have no record?
    In sum, your salesperson should have never attempted to layer a rental agreement that had already been completed on-line! She also had no reason to lie about the rental cars.


    art4lee 6/11/10 6:52AM

  • Twice I've rented from Hertz and they haven't had the car I reserved and had to pay more for their mistake. Last time I got insurance through Access America to protect me from down time costs incase of an accident. They informed my husband they didn't accept that insurance!! WHAT!?! If we filed a claim and the insurance sent them a check, they would turn it down?!? I think not. My husband was double insured for the 4 days! I can't wait to see the bill, I might have to contest.

    Anonymous 6/7/10 10:42PM

  • worst service of Hertz car rental...even the customer service providers does not know there locations hours...we called them at 7:55 as we had an accident they send us a tow service at 9:30 and with confusing details send us to white plain in New York there location where it was closed by 11:00pm. Finally send us to westchester airport where they said they were closed at 12:00am, we had to fight with the person behind the counter and finally they gave a smelly bad car..overall it was the worst car rental service. we wasted our 5 hrs before we reached our final destination.

    sab 5/30/10 8:33PM

  • Will never rent cars with herzt again! bad customer service!

    Bo 5/28/10 12:49PM

  • I had the great pleasure of dealing with Hertz when my girlfriend and I were celebrating our anniversary. I had spoke to a representative for Hertz on the phone about 4 or 5 days before our trip and they offered me discounts s for being a USAA member and even for working at Walmart for about 10-15% which in these days and times sounded great. So I made my reservation and they said because I was a USAA member I was granted a waiver for only being 23 and I had a unlimited mileage rate, so my total was only $54.59 which sounded great to me so I reserved it and made plans around it and everything like any man would try to do for his girl. Then on the day I was supposed to go pick up my rental car we couldn't find the place so I called and they said they were located in a old body shop building on the side of the road. Then they proceeded to tell me that the owner had a death in the family and that I had to go all of the way to the Airport to get the car and they apologized for the inconveniance. That was the first hiccup on the road of celebrating our anniversary. Then we finally got to the Airport and went to the office only to find no one there for about 20 minutes. I called the office just in case whoever was there had a handset on them and they were possibly away from the desk so about 20 minutes later when someone finally showed up he was with another customer, which was okay, but then another guy showed up to help him. Then when he helped us he informed me that in order for me to get the car they had to use a debit card or a credit card to permit me to use the car which again was okay, but then they told me that they were going to do a CREDIT CHECK to see if I'm approved for using a rental car! ARE YOU KIDDING ME! A credit check just for a rental car! That's insane. Then not only was there a credit check that I guess the guy at the call center just forgot to mention, there was also a $200 DEPOSIT that was added to the balance because I was under 25. I don't understand why rental car companies think that people under 25 are less competent than people that are older but for what reason did they have for charging my card $200 more for being under 25 which they said they would waive any under age charges on the phone just a few days earlier. Not only that but they were trying to rent me a SUV and a Ford Mustang instead of the economic Nissan Sentra that I reserved. I understood that I was not guarenteed that vehicle but they guy who was right in front of me was given that car and I was standing right there. Then to offer me a SUV and a mustang for the same price wasn't equivalent when both would probably double in gas expenses. It was ridiculous. Hertz will never, EVER recieve any of my services again. NEVER!!!

    ReggieG86 5/17/10 10:39AM

  • Hertz delivered a Toyota to my hotel in Palm Beach, Florida. The car was NOT the American model I wanted and it had a 'RECALL' notice in waterproof white paint on the front window.
    A couple of days later, the Toyota recall was in the press and included the model I was leased. The car was potentially very dangerous.
    Hertz claims they didn't know. I say they most certainly DID KNOW...they marked the car! They don't care about safety of employees or the public! Shocking!

    Anonymous 5/16/10 6:28PM

  • 5 star gold member who has been renting Hertz cars for 20 years in Australia and overseas will not rent from Hertz again. Customer account service in Australia is almost non-existent.

    furious 5/11/10 9:51PM

  • We wrote to Hertz (Moscow office) about reservation automatic car a month before journey to Italy. Hertz confirmed reservation in Rimini airport. When we went to Rimini airport the woman in Hertz said that they don't have automatic car, and it's decision her director. Very bad company. We'll never rent car in HERTZ.

    Anonymous 5/11/10 5:00AM

  • I have an overcharge issue with Hertz and cannot get any resolution. I rented a car on a Friday and returned it on Sunday at the location and time approved. My contract indicated the charges would be $238.36, but my credit card was billed for $445.03. I have been unable to resolve this issue and will never rent from Hertz again. They should be called HIRTS.

    jj 5/10/10 6:47PM

  • I rented a car from London Heathrow, a Golf TDI or Audi A3 (green collection.) Also got GPS for $85 (4 days.) When I got there, they had a Ford Focus, and GPS was going to be another $30 a day (because it was a portable unit.) I was able to upgrade to the prestige collection, which was much more economical because it was a diesel and had built-in GPS. Because that makes sense, reserving a car in the green collection and spending another $500 to save money. Bunch of garbage. I thought bait and switch was supposed to be illegal. Will try my best never to rent from Hertz again.

    Anonymous 5/2/10 3:00PM

  • I rented a car from Hertz for one day. They charged me for four days. $600 overcharge! Despite having a receipt proving I returned the car in one the day, they refuse to make good. So, I have no choice but to sue the evil thieves to get my money. I HATE HERTZ.

    Anonymous 4/13/10 12:07AM

  • I rented a mid size car at the New Orleans airport Hertz location for a business trip. I retunred the car only 7hours later. There was no one there to check the cars in. Myself and three other people missed two courtsey buses waiting on our vechicles to be checked in. Our bus driver(Nikki) told us that they were short staffed and they would get them checked in later and to make sure we left the keys inside the cars. The next day I noticed my credit card had three charges on it from Hertz. 301.00, 70.00, 70.00!! FOR A 7HOUR RENTAL!!! They asked me did I check the car in or did I still have it! Dumb question for a poorly organized company!The car was on the lot for 23hrs and not checked in yet?? They said the charges will be returned back to my card in 24hrs....NEVER CALL THE CUSTOMER SERVICE LINE...they are not willing to help. They should just have a computer do those jobs...they can't even offer you the location of rental's phone number....GOOD LUCK with your rental at Hertz...Im switching to AVIS!!!!!!!!!!!!!!!

    HERTZHATER 4/8/10 3:22PM

  • When I went to pick up my vehicle the computer wouldnt release the car so they had to write a paper form out. I had the car 4 days and the keyless entry didnt work and when I went to open the vehicle with the key the alarms went off at 4:30 in the morning and woke up half the neighborhood and this continued to happen every day I had it. I called today and they said it must need a battery, oh well, it goes back today..Not sorry for your inconvenience nothing. The computer was correct this vehicle should not have been released. Never going to Hertz again.

    Anonymous 4/1/10 6:44AM

  • I called the Hertz in West Covina, CA (on Garvey Ave.) to reserve a car and arrange for them pick me up to take me to their branch to get the car. I specifically told them I need to be picked up by 5pm because I was at work and would have no way to get home. I left them my phone number so they could call to notify me they were on their way.
    By 4pm they still hadn't picked me up so I called them in case they forgot about me. The rep said he was "waiting on their car" to come back from another customer pick up so they can come get me.
    An hour and a half later (5:30pm) they were still not here. I called and asked what happened and he said they were still waiting on the car. SO THEY HADN'T LEFT YET! And meanwhile I am standing outside my job waiting for them and they couldn't even call to tell me they were running late. After I had already told them TWICE I needed to be picked up by 5pm.
    I told him to just forget it cause I was going to call another rental place instead...he just said "okay" without offering so much as an apology. I told him they needed to work on their customer service.
    I called Enterprise and someone helped me out right away, they are already closing but after I told them my situation they are accomodating me by waiting for me to get there. They have already sent someone to come pick me up. I will NEVER use Hertz again.

    Liv 3/24/10 6:07PM

  • rent a car to drive to new jersey on my way there the engine light came on,made it to new jersey got to the hotel next day car would'nt start called hertz to let them know what happen told me to bring the car in once i got it to one of the hertz store they told me tell would have to do a check on the car plus i would be charge a fee to drop the car off plus a fee to get another car, decided to try drive the car back spoke to the car place were i drop it off at explain to them the only offer me a coupon ..will never rent from them again

    chris 3/24/10 2:09PM

  • Returned rental and was scolded by Hertz agent for not using drop box for key return and had to put both keys on one key chain because agent did not want to break a nail.

    Note to Hertz management: in these economic times, it is very important that all customer service reps are friendly and courteous. Repeat business is the name of the game.

    Scolded in Portland 3/16/10 10:36AM

  • On 12-29-09 my daughter & I had just left the hospital where I had surgery for a broken ankle. We were stopped at a stop sign & were suddenly hit from behind, again & again. Then the car proceeded to try to push our car out into the intersection. It was a Hertz rental car driven by a man who was having a seizure. When my daughter called Hertz to report the accident she could never speak with a person, so she left messages for over a month. Now she has managed to speak with Monica Ramirez who is the rudest person anyone would ever want to deal with. She hangs up on my daughter in the middle of conversations & tells us they do not have to pay for this claim even though at first, we were told they would take care of it. Apparently, the car had been rented by a friend of the guy who was driving, & Hertz did not get proper info on the renter's personal auto insurance even though he refused to buy Hertz insurance. The actual driver who hit us cannot be located & there is conflicting info on him. I had to get out of the car very quickly because the driver's foot was pressing the gas pedal to the floor & pushing our car. His tires were spinning & almost hot enough to catch on fire which could have caused our gas tank to explode, so everyone was yelling for me to get out of the car. This caused me to have to walk on my broken ankle, which was definitelly forbidden, so my doctor insisted I go back to the ER & have it x-rayed. The bills for this were almost $1,200 & Monica argues with my daughter that it was not necessary for me to get out of the car. Guess she would prefer that I be pushed out into the busy intersection & hit by yet another car, or be incinerated in a gas tank explosion. What a nightmare!

    Frustrated in Kirbyville 3/9/10 3:28PM

  • Awful customer service. I checked out a car from an Amtrak station at 10:00pm. Apparently, the Hertz location also closed at 10:00pm. When I got off the train to get my car and found the station closed, 30 minutes away from my hotel, I called the customer service line. The lady who answered said could not understand why I was frustrated. The only helped they offered was reserving me a car for the following day. I had her cancel my reservation with the intent on calling Hertz the following day to file a complaint. Unlike every major corporation in present day America, you cannot file a complaint with Hertz online. After being redirected to three customer relations specialist (I use the word specialist loosely), I was told that regardless of the locations operating hours NOT being on my e-mailed reservation confirmation, I should have magically known that the station closed at 10 (even though my online reservation was made outside of the operating hours). It was quite possibly the worst customer service experience to date. I finally got a hold of a woman named Melissa who recognized that this was in NO WAY my fault and, like the other three should have done, she took responsibility on behalf of the company and gave me a $50 gift certificate to compensate for the cab ride. Thank you Melissa for giving hope that Hertz is not entirely incompetent.

    Mandy 2/15/10 3:53PM

  • I had reserved two rental vans at the Memphis airport at Wilson Air Center. There were two other people authorized to rent the vehicles, and when we arrived at the airport, they attempted to change the name on the rental agreement. The person working at Wilson air center was unable to change the name on the reservation. At this time, the two people who actually had the rental vehicles paid with their credit cards and signed the rental agreement. Additionally, there was no one who was able to change the name at the time of checkout. When one of the gentlemen attempted to call the billing department to change the name so he could be reimbursed, he was told that the name could not be changed since the contract had been closed. I called them back since I made the reservation and was told by Ed, employee number 7843, there was nothing they could do except call the Memphis office. He was borderline rude about it as well. The Memphis office told me to call the billing department, who I had already obviously spoken to. I then called the 1-800 customer service number and talked to Betty, who again told me nothing could be done and she told me that there was no supervisor available when I asked to speak with one. She was rude as well and refused to give me a last name or employee number, but did manage to find a senior customer service representative after I threatened to complain about her lack of service. Finally, I spoke with Marie, the senior customer service rep, who called the Memphis office, verified the information, and was able to resolve the problem.

    I would like to single out Ed from the Billing department and Betty from customer service for their lack of help, lack of knowledge, and rudeness whereas I would like to acknowledge Marie for her helpful attitude and professionalism.

    Dave 2/11/10 12:19PM

  • Wow, The car is buried in the Baltimore blizzard, can not get to the car as the snow plows have covered the car - what does hertz say - we will pick up the car but you are going to pay for the extra days, towing and the additional time to dig it out - ops sorry i meant to say the car will not start and i am flying out tomorrow. pick up you car - go bye hertz! All this info per Kate from Hertz who says she am only stating what is in the policy and procedure manual. It does not cover blizzards!

    itravel2 2/10/10 4:41PM

  • Prepare to get ripped off. These people are criminals. I have to hire an attorney now to handle this issue.

    Do yourself a favor and do not rent here. The customer service was terrible. I checked on line rates and they were 1/3 of the price quotes on the phone. I had to call several times to even get a quote, as one woman I spoke to couldn't even get the dates for my rental correct. We could not get anyone on the phone, and waited for ever for anyone to even show up to meet us at the arraigned time. The guy who did show up barely spoke one word. We were quoted $248 and are now being charged $408. No one seems to know why or how we should be refunded. When I call the phone number, everyone is so rude and so not helpful.

    AngelaP 2/8/10 3:17PM

  • I rented a car with Hertz in Tucson, AZ. The car is leaking gas. Nobody can help me. They are planning to send a town truck for the car and I have to look how to solve my transportation situation. Hertz only care about his cars not about the customers.
    I did a BIGGGGGGGGGGGG MISTAKE RENTING WITH HERTZ.
    Customer service---00000

    EV 2/5/10 12:14AM

  • We reserved a car through the AMA website with Hertz well in advance of our travel to Mexico last Christmas. We arrived at the Puerto Vallarta airport on December 25th to discover (after many inquiries) that Hertz no longer had a booth at the airport. When we finally discovered the location of their office (across the highway) where they informed us that they had not held a car for us. We were then stranded in Puerto Vallarta, 4 hours drive from our final destination, during the busy tourist season.

    Not having a car for our trip was expensive and cost us extra travel time and inconvenience. We had to hire a taxi to drive us to our final destination. The place we stayed was remote and we had limited ability to explore the area. We also had to return to puerto vallarta by local bus the day before our return flight in order to be on time. We had to pay for a hotel as well as lose a day of vacation.

    Anybody who books a reservation with Hertz and is flying to Puerto Vallarta, Mexico should be warned that they will NOT find a booth at the airport and that they are at risk of NOT getting a car as promised.

    Traveller be warned!

    MSchroeder 1/31/10 11:32AM

  • After thoroughly investigating car rentals in Liberia, Guanacaste, Costa Rica in December, 2009 I made online arrangements with credit card pre-approval of $404.12 through American Express, I decided on Hertz (or should I say Hurt$ ) and upon depature the total was $681.00+..!!

    I arrived in Liberia @ apprx 9:30 pm and was picked up and rushed to the agency..This was my first encounter with Mr. O.L. Vargas..They rushed me so much they actually left one bag on the curb at the airport to which I had to return and get, and thankfully it was still there..

    He demanded that I presign a BLANK credit card slip , to which I refused..I said I would once I returned the car..He then said I had to leave the lot and he put my bags outside the gate in the dark on the highway..I was in tears...Obviously I had to consent to his terms as there was NOTHING nearby let alone telephones to make alternate arrangements..

    He asked me about insurance and I said my insurance covers all vehicles that I drive including international travels, and he said to return the car full of fuel. Besides the fact when I actually left it was 1/2 full , I did fill the tank 10 minutes prior to return of the vehicle and I showed him the receipt..Get this , he thanked me for the gas and refused to take the $59.99 fuel charge off the receipt.! Never mind the fact the car was incacble of holding that much fuel, when in fact it was closer to 2 tanks of gas ..

    I had arranged for an economy car as my needs were for local business only, so I received a manual Peugeot that was an ABSOLUTE wreck..The key did NOT work on the drivers side so I had to climb over the passenger side and the gearbox..Throughout the 2 weeks I had 2 tires that had slow leaks so I was constantly looking for fuel stations ( which is no easy task in Costa Rica ) to fill the tires..It left me incredibly insecure of my safety.

    And now Hertz who asked for 2 weeks to investigate these allegations, in one day denies any liability ..."Our records indicate the difference between the approximate total quoted and
    the amount billed is due to the Third Party Liability and Fuel Purchase Option (FPO)." ! Basically all they did was thank me for informing them of their inferior vehicles..

    Oh yea they also put an unauthorized possiblity of charges for $1500 on my card...I find this so incredible astounding and I guess typical of Hurt$..

    Oh yea, upon return to Sacramento airport at 11 pm. two weeks later Enterprise gave me a 2009 Ford Escape for $23.99 a day with NO hidden charges...

    For your own safety and economic future NEVER rent from HURT$

    Patcaques 1/27/10 5:30PM

  • Renting a Hertz car just destroyed my one and only trip to Europe. I am a single mum travelling with three children. I prebooked and paid well in advance for a car to pick up from paris, and return to Berlin in germany. Yes its winter, and as usual, it snows in Germany. They gave me a car that firstly didnt have snow tyres, and secondly had any tread at all. I had just returned a europcar in Edinburgh, and had driven around the UK in the worst snowstorms in 30 years with only minor sliding problems. I trusted Hertz to provide me with a safe car for my trip and didnt check the tyres. . I got to Cologne Germany ok because the freeways were gritted and clean, but when i tried to go sight seeing after it had snowed, the car not only slid everywhere, it wouldnt stop when i slowly braked, it spun around corners with no grip at all. To make matters worse, I found out whilst driving at night that the headlights were so dim I couldnt see, and the drivers side washer jet didnt work so I had trucks spraying snow all over my window and I couldnt see. I rang hertz 24 hour emergency assistance in germany and begged them for a safer car.I spoke to a lady called Anna, who said they would check for a car int he area with snow tyres and get back to me. she didnt. I waited until 1pm and i rang again, she said i had to ring france cos thats where the car was hired from. i rang france and spoke to a man called Gianne, he said he was just about to leave for the day and couldnt do anything for me because i was in germany. I rang the germany emergency assistance again, anna was unavailable and didnt return my calls. I had to pay for another night in the hotel, I was suppose to be travelling to Hamberg where i had already booked and paid for accomodation. I got up againt he next mronign and tried again. The german assitance line said they would try and find me another car and ring me back- he actually did- but only to tell me that there where no other cars in germany with snow tyres, they were all rented out. i said can you get me snow tyres for the car i am in, cos i cant drive it. He said I would have to contact france. I couldnt get through to them. So i packed up my three kids and had a ahir raising 500 odd km trip to berlin, thankfully the freeways were pretty clear so it was ok, but stopping for fuel at uncleared petrol stations was pretty scary. I got to berlin and started sliding around the streets again. I tried to park the car but it got stuck int he snow and i couldnt go forward or backward. I rang hertz emergency assistance and said iam stuck int he snow, a single mum with three kids, please help me. they said they would ring me back. they didnt. they left me there. the kids and i gathered up all our stuff and walked it to the hotel, i rang them again, they said the last note on file was they were waiting to hear back from france. I said, the car is stuck, i cant move, please help. they said they would get back to me, they didnt. i flew out of berlin leaving the car where it was. are they now going to charge me for not returning it? they left a mum with three kids stranded in snow in germany- in one of the worst winters ever. Great one hertz. gold star for looking after your customers.

    kerriemel 1/15/10 5:48AM

  • We reserved a van for Dec. 28 with our (new) local Hertz dealer and were very specific about picking up the van at 8am. On Dec. 24th, our van apparently was taken and rented out by a neighboring Hertz dealer. When we arrived at the local dealer at 8 am on the 28th to pick up our van, there was no van available within 75 miles. The van we had reserved wasn't returned to the neighboring dealer until 9:30 am and it would take 3/4 hr to clean it up and get it to us. The Hertz dealer would give us no compensation (free day, % off, etc.)for our inconvenience. We stopped at this neighboring Hertz dealer's office where I irately addressed such incompetence. On my way out the door I heard the dealer say, "Don't bother coming back."
    Thanks to Hertz we were 3 hrs late leaving for our trip, we were caught in an afternoon mountain snowstorm, and a leisurely trip became a rat race to reach our destination. Don't worry, I won't have anything more to do with Hertz. I went across the street and rented from Enterprise.

    ohiosuzyq 1/3/10 3:18PM

  • I rented a car for less than 48 hrs from a Hertz local edition location in Cuyahoga Falls, OH. I returned the car at 6:30 a.m. on New Year's Day. They were closed, so I dropped my keys in the lock box they provide, and while doing so saw a sign that read that I will be charged for the rental until the facility reopens. Well this location is closed for three days in a row, so they are going to charge me for 5 days when I only had the car for 2 days!!?

    GJPatrick 1/2/10 8:50AM

  • I just got off the phone with a call back person from Hertz, who was the most obnoxious and rude person I have ever dealt with in my life. I had a receipt for a previous rental that did not comport with what was charged to my AmEx card. Her response was "this is between you and your credit card company." I explained that the charge on my card was the original quote that Hertz gave me, but my receipt shows a much smaller amount, a charge that is not showing up on my credit card statement. She says "there is nothing I can do to help you...it's not our problem." Then she hung up the phone on me!! My husband has been a Hertz gold card member for at least 30 years, and we have always used Hertz. That is not the type of treatment we are accustomed to. I cannot help it if she has to work over the holidays.."that's not my problem either." I am sick and tired of people who do not appreciate the fact that they have a job. I am sure there are plenty of other people who would like to have hers. Thanks for the oppt to post this.

    Anonymous 12/29/09 2:01PM

  • The Hertz in Huntington Beach, CA on Beach Blvd. has the worst customer service I've dealt with for rental car companies. Not only were they unpleasant to deal with, but they charged my credit card for a rental then also sent out a bill to my house. I called them to make sure the double billing got taken care of and they didn't even take the time to handle it over the phone with me. They took down my number and didn't even call back the same day. I would never use Hertz rentals again, and I would not recommend it to anyone else.

    Anonymous 12/15/09 3:02PM

  • My insurance agent authorized work done on my car. Upon taking my car to Pompey Collision, they called Hertz for a rental car (Hertz was not my choice) 6/2009. My car had a panel painted & the rental car was returned. A few weeks later upon washing my car I noticed the same paint bubbles claimed to have been corrected were back. Back to the garage I go. They told me they knew I'd be back as soon as water got underneath the paint & the bubbles began again (I was furious) I should have been told the problem wasn't corrected - just patched. Supposedly they contacted Progressive (while I waited) & received authorization to replace the panel. They made an appt a week later. Back to Pompey I go. They get me another Hertz rental. The Hertz agent asks for my credit card. I asked why as I was not responsible for payment. They told me it was just a formality just to ensure the return of the car. 1.5 wks later, panel replaced & I return the rental car. I then see a chip in the paint the size of a half dollar. Pompey claims it must have been hit on their lot by one of their delivery trucks backing up. They tell me to keep the rental - they will correct my car. 3 days later - my car is fixed & I return the rental(though I later noticed other marks on my car that were not there when I left it in their care). What then happens? Thanksgiving weekend I get a notice from HERTZ saying that while Pompey authorized the rental car, they refused payment & were holding me liable. FURIOUS, I called Progressive who claimed they had no business sending me the bill & they would handle it. 12/3/09 HERTZ bills my credit card. Pompey claims they paid HERTZ & I am stuck in the middle with the $300 amt on my credit card. Progressive claims Pompey showed proof of the payment & even who spoke with a local Hertz agent. HERTZ agent falsified the reason my CC needed (only in case the car was damaged or not returned). This was fraudulent on their behalf & I would not recommend doing business with the HERTZ Commpany.

    LT 12/13/09 11:46AM

  • DON'T EVER RENT FROM HERTZ AGAIN; I AM RECOMMENDING THAT YOU DROP YOUR MEMBERSHIPS AND TAKE YOUR CAR RENTAL BUSINESS ELSEWHERE WHERE THERE IS A BUSINESS ETHIC AND QUALITY SERVICE.

    Hertz recently assessed me car damage for over $600 for a design specification that appears on their 2009 and 2010 Ford Escape models, and provided no documentation of damage to our rental vehicle that operated perfectly for 9 days of the rental period.

    In August 2009, Hertz rented my family a van where the transmission had not been maintained and failed during our vacation. We had to return the vehicle to a remote location, take time out of vacation, and incur safety risk due to engine failure while using the vehicle.

    Customer Service was unresponsive to our calls and inquiries for months. Service, quality assurance, and vehicle safety have dropped to an all time low at Hertz. Save yourself time, money, and frustration; TAKE YOUR BUSINESS ELSEWHERE WHERE SERVICE AND THE CUSTOMER ARE CONSIDERED IMPORTANT.

    No Longer a Hertz Member

    No Longer A Hertz Member 12/13/09 8:52AM

  • I called Hertz customer service (1-888-777-6095) and spoke with 'Lonne' and then her 'boss' Felicia; who gave me the royal run-around (rude & very unprofessional). They are the classic
    'know nothings'...with the attitude: "gee I don't how that could happen but we are only customer service we can't help you, maybe somebody somewhere can." Talk about NO customer service. They don't want to do anything. And when you ask to speak to their supervisiors - 1.) they either don't have one (must be nice!), 2.) they aren't available, 3.) they don't have # phone #, etc, etc. I finally got a manager name out of them Marva Mingledorf - who I'm sure will never call me back nor address my issue.

    just a customer 12/9/09 9:39AM

  • We were very disappointed that the information on the website showing models available did not tell the truth. We wanted a Chev Impala which was listed for Tampa but when we got there we were told that they did not have any. Our choice was a Toyota Camry or a Honda. We choice the Camry and were not comfortable in that car. Why couldn't we get the Impala which had been listed as an available model and which was indicated on our reservation which had been made thru AAA??? Why couldn't we have been told from the beginning that we could not rent an Impala or be offered another GM vehicle????

    Anonymous 11/19/09 1:17PM

  • we rented a suv with hertz on a family trip Sept 21-oct 6. the gas gage stopped working in the middle of the trip in Grand Teton Nat'l Park and we had to spend 3/4 of the day on a sunday to look into it.

    We called cust. serv. who directed us to e.r.s and they told us to go to a dealership in Jackson WY (40 mile drive) and to go to a smaller nearby hertz where they offered a full size car instead of an suv.

    All the itinerary for the day was gone not to mention the stress and damper it put on our family.

    i called billing after the trip to look for a token discount to acknowledge what we had to go through. The and all they offered was a $50 credit off of a 2 week + 1 day rental... that barely covers the gas we spent driving into Jackson, looking for a dealership, then driving to Jackson Hole Airport. I asked for more and all he offered was a $100 vouchers for future use.

    I dont think i need coupons for future use to be used on hertz. I'd rather pay more to their competitors than be caught in a bad situation with a hertz rental again.

    dont rent with hertz 10/13/09 12:06PM

  • I am a Gold Hertz Member under the name David Zylstra. I recently made an enquiry to rent a 4WD from the Perth Domestic Airport in Jan 2010. This was not on offer on the website. I then sent an e-mail and got a reply listed below.

    ( Quote : The Gold Service is a speedier service at the rental counter. It does not guarantee a vehicle.)

    They also told me to call this number. Why they are unable to arrange the car 3 months out who knows ?

    Hertz Reservations on 1800 50 00 23

    I rang this number and they then told me there is a charge to get the 4WD from some depot to the airport, and I would be charged.

    In my opinion, this is unacceptable. You are a car rental company with enormous competition. BRITZ has a 4WD for 12 days of hire at $80 per day plus charges making it $960 total. Avis and Hertz are around $1600 for the same deal. What a rip off, and you still charge me to get the car to Perth Airport !!!!!

    You can cancel my Hertz membership, and your Gold service status provides Zero benefit in comparison to your competitors. I will become a shop around customer for cars.It is more expensive to get new customers than loose old one's, but you will learn this.

    Good Luck, and your customer service is very poor from the contacts I have had.

    Anonymous 9/15/09 4:23PM

  • To Hertz, a "reservation" is actually just a nice to have...they do not seem to understand or care that one one reserves a specific vehicle with specific equipment that it should actually be provided....you are lucky to leave the place with a car at all...and if you have a problem, the desk doesn't care, the 1-800 doesnt answer and the website is useless

    Anonymous 9/8/09 5:19PM

  • A terrible rental car experience 09.03.09
    after making arrangements to collect a car at 03.30pm , upon arrival no car until 4.15pm, The car presented was not properly cleaned from it's last usage and it had wet vomit on the back seat, yhe smell was overpowering. We bought it to the attention of the representative and we were told that was all they had at this time or we should come back tomorrow for another car!
    I will never rent from Hertz again as it seems that the company has lost all sense of quality and is only a shadow working under the former glory of the Hertz name and quality.

    justice 9/8/09 12:37PM

  • I had a problem with hertz in June and sent a certified letter to the CEO which was signed for and still have not had a reply.I will never rent with Hertz again. The service was horrible!

    mg 8/24/09 7:18AM

  • so it looks like im not the first to be 100% unimpressed by Hertz' service. I had reserved a 7 seater, but when I got there (after my van had been taken to the autobody shop) they told me that they had no seven seaters. So they gave me a tiny car. I have 5 kids I take care of and another co-worker. I need 7 seats, 5 of which need to be able to hold car seats. I was given a car that can hold 4 people. UNIMPRESSED!!!

    Anonymous 8/17/09 2:49PM

  • Yesterday, August 14, 2009, I obtained a car from the Hertz counter at Myrtle Beach airport. I drove to my destination. Later I used the vehicle to go to a local destination and the light on the dash lite up. I looked it up in the owner's manual and it indicated a tire problem. I called the place where I rented the vehicle and eventually they sent a AAA representative to pick up the vehicle.

    I could not obtain a replacement vehicle because the Hertz locations closed at 8:00 p.m.

    This morning, I have tried many times to contact the Jacksonville, NC office but have repeatedly gotten a busy signal. I have left several voice mail messages to no avail. No call back messages have been returned.

    I am on vacation with my family. We are virtual prisoners without a vehicle. Not only is it an inconvenience but it is really putting a damper on our family's vacation. Time is off the essence at this point so that we can enjoy the vacation we planned and paid a considerable amount of money to realize.

    At this point, Hertz is not a company I would recommend to anyone because of this lack of customer concern and service.

    Redverr@verizon.net 8/15/09 6:27AM

  • Okay so I reserve a FULL SIZED car TWO weeks from Hertz Rental Car before I was to need the car rental. I reserved it from 1:00pm on a Friday to 1:00pm on Sunday...48 hours worth. I get there at 12:40pm to pick up my car rental, the very rude employee behind the counter said that the only car they had available was a 2 door Mustang Convertible. NOT what I had reserved. I specifically told them I needed a 4 door full sized car. I have a two door sports car, why would I want to reserve another one? I needed a vehicle big enough for 4 adults and luggage. So she said, "I don't know what to tell you." I said, "Well, why are there two rentals on the back wall w/keys hanging in front of them, one with a pickup time of noon, and I don't have anything for myself?" She proceeded to tell me that just because you reserve a car doesn't mean they will "hold" a vehicle for you....HELLO?!!?!? What exactly does a RESERVATION mean then?!!?!?!?!?! Long story short we finally got a vehicle, only after she argued with me and made me feel like it was my fault. Being her lazy self, she did NOT do a walk around outside of the vehicle, or show us which vehicle it even was, my husband and I had to figure it out ourself. When we got home, we noticed several scratches along with a chip in the windshield which we took pictures of. They didn't charge us for any damage (as of yet anyways), but the employee should have looked before we left there. The employee when we picked up the car was rude and lazy and "put out" so to speak, and the employee when we dropped off the car was very rude as well. Don't waste your time or money on renting anything from this company. I have been on hold so far for 40 minutes just trying to complain to a customer service rep, we'll see if they do anything about it....I'm not holding my breath.

    Annoyed Customer 8/13/09 1:15PM

  • After reserving a car online, arriving at the counter in SFO, paying, we then had to wait 2 hours for the car!

    There seemed to be enough personnel to take your money, but not enough to process the cars for delivery to the customer, once the money was taken....great system!

    Anonymous 8/13/09 7:21AM

  • Just got 1000euro fine for what we did not do. They said the car was damage. I was shock. When we drop the car at the drop point..there is no one to check the car..it's not part of their service. Why do I have to pay for what I have not done. Poor and unfair service. i will never use Hertz again. and I will tell all of people I know plus I will derate Hertz from my company list and we all will stop using Hertz.

    Anonymous 8/7/09 9:40AM

  • I am currently on hold, the first time was for approximatly 10minutes. My client has complained that his car reservation was not booked, in trying to understand what may have occured, I called Hertz to be greated by a rude CUSTOMER SERVICE agent who would not do anything but repeat herself with information that was not useful or relavent. When I asked to speak with a supervisor she said there isn't one, upon my insistance she has now transferred me into who knows where and this call is now running 30minutes. Does Hertz have this much time and money to waste these days?

    marnie 6/25/09 9:31AM

  • I called billing last week to ask about a bill I payed that was not mine, close, but not my name. I have yet to hear from someone to help me. I have the choice of several rental companies, and if hertz is treating me, a gold club card holder (58145131) this way, I may be forced to make reservations in the future with another agency.

    Anonymous 6/9/09 2:00PM

  • I had a question about a transaction on my credit card that I believe was in error. After 40 minutes of elevator music and no contact with a human, I've decided to take my business elsewhere. There are lots of folks in India just dying to answer phones!!!

    Anonymous 6/1/09 11:39AM

  • I have complained numerous times by phone about the scam hertz has going on with the pre-pay system. This happened in mid march and I haven't had my call returned. I was lied to by two supervisors on how this system works. I was told by a customer service operator they have been bobbarded with complaints about this. I have cancelled my hertx #1 gold because this made it easy for Hertz to scam me. Since Hertz has no intrest in returning my calls I intend to start a program of warning customers how Hertz scams their loyal customers.

    Anonymous 5/29/09 5:06PM

  • I contacted Hertz and complained about the bad experience I had with there company at LAX. Several days after my complaint someone from Hertz left me a message with a phone number to call to discuss the experience. I have called that number many times but no one ever picks up the line. Great customer service!

    Anonymous 4/28/09 10:11AM

  • It is 7:40 AM and I'm on hold. My call will be answered in less than one minute. This is an improvement over yesterday, with a number I found on the Internet, but still, it's another forty cents on my cell bill "Female representative" can't look at the contract even though I have the numbers in front of me. Now she says that she CAN look up my reservation. The reservation number begins with D and cannot be found on the contract. Once the vehicle is picked up the reservation number turns into the RR number. Hertz representatives repeatedly have asked me if the car was picked up at the Sacramento Airport. I don't know why they ask that. It looks like I'm going to get transferred to another department. It has to go to the Insurance Replacement Department. Will I have to talk to my insurance agent about this? There is an extension of 7735.

    Brenda 3/19/09 7:51AM

  • It is 7:33 AM in California and I have been on the phone for two days with Hertz. I am now calling them AGAIN. "Liz" has interrupted me several times and is now transferring me. I have reached the customer service department and have to choose from several options. Forget this, I'm hanging up and trying again.

    Anonymous 3/19/09 7:39AM

  • Your customer service in Alice Springs Australia is a joke.One blonde sitting at front counter with no idea of what she was doing and calling darling every 2 minutes while her manager sat in an office behind her talking on the phone discussing last weekends activities,paying no attention as to what this front desk person was doing.Who ever trained her was no smarter than her.It took exactly 35 min.for her to do my rental

    Anonymous 3/10/09 12:50AM

  • I really cant believe the service I received. I tried to rent maybe 14 days after renting the first car and by that time the policy had changed. This was not mentioned online when I booked the car that they would run my credit as if I were buying a car. The sales associate just took my card and ran it and didnt say anything about the new policy. Then, once I was not approved she just gave me my card back and didnt try to assist me anymore. This was such an inconvenience to me 2hrs before I have to leave out of town.

    Anonymous 1/19/09 7:13PM

  • I rent cars from you every two weeks. I have used Hertz for years but am seriously considering another rental car agency, ONLY BECAUSE OF THE INCONVENIENCE OF YOUR STUPID AUTOMATED SERVICE WHICH I MUST WADE THROUGH TO GET GET A REAL PERSON ON THE PHONE.One of the reasons I have stuck with Hertz...higher prices and all, is that when I call I can speak to real people. Your novel idea of adding a fake computer voice to the mix brings me to the tipping point. Please tell your 24 year old with a masters degree in marketing that this bright idea is a bust and I am quick to become a past customer.

    lemaco@aol.com 1/19/09 11:00AM

  • I am an Avis Preferred Customer for at least 15 years and am used to have the bus drop me off at my car and driving out of the parking lot. Recently I bought a package deal on Orbitz that included plane tickets, hotel and a Hertz car.

    When we arrive on Thanksgiving morning at the Hertz office at the San Diego airport the line was out the door. I spent 12-15 minutes in line before I reached a sign that advised that people with reservations can use the computer terminal. The line was shorter to these so I switched and stood in line till I could get to a terminal. I entered the requested information and the screen read; "One Moment Please". That "moment" turned into two, three and more minutes. People behind me were getting restless. There was no one around to help. I finally appealed to a "busy" clerk behind the counter and she, obviously annoyed, agreed to assist me. Four or five minutes later I had my contract but not till being told that a $200 lien was being placed on my card and that I had to fill out a damage inspection form -- two things I have NEVER ever had to do before when renting a card anywhere in the world (I am a Continental airlines platinum elite member.)

    Oh! the car? A very nice almost new Ford Focus.

    Charles Ticho

    chticho@aol.com 11/30/08 10:50AM

  • August 18, 2008 I was charged $32.00 for refueling. When I bought the car back to the agent she charged me this amount when the needle was on full. She told me it didn't look like it was on full and if I want to tell someone about it to go to the front desk. I would have gone to the front desk however I didn't have enough time because I had a flight to catch. This happened at the Detroit branch in Romulus. I will revisit this issue. Even if the fuel needle was slightly off of full she should not have charged me $32.00 being that the car rental was already paid for through Hotwire.

    Mes498t1 8/25/08 4:02PM

  • Submit your comment >>
  • I RENTED A CAR FROM YOU ARVADA CO LOCATION..
    KASIA AND HER STAFF TOOK CARE OF ME LIKE I WAS FAMILY..HER SUGGESTION TO USE ALINE FROM THE DIA SAVED ME $$$..THANKS FOR HER PERSONAL SERVICE AND GRATIOUS ATTITUDE..SHE NEEDS A BIGGER INVENTORY AND MORE EXPOSURE RE: THE SAVINGS IN ARVADA DUE TO TAXES!! THANK YOU KASIA, JAMES HUGHES

    Anonymous 8/6/10 8:30AM

  • I had a wonderful experience with Gwen at the Hertz counter at the Grand Rapids, Michigan airport office yesterday!Unfortunately, I had to rent a car in Chicago at O'Hare late Tuesday night. I had been delayed out of Phoenix and missed my connection from Chicago to GR. Expedia told me the only car that would do a one way rental was Hertz. They quoted me $253.00 (without insurance) for a full size. I had no choice as I had to be back in Muskegon, MI the following morning at 8:30. I returned the car yesterday afternoon. When I showed up, Gwen was kind enough to say it looked like I had a long day. I told her my story.Unsolicitied, she reduced the rate to $90.00--a much more reasonable rate for a one way overnight deal. Mostly it was Gwen's wonderful and caring presence that made the difference. She's a model employee for whom Hertz should be proud and use her in training! THANK YOU!! Jim Fisher, Muskegon, MI

    jafish 5/13/10 11:50AM

  • I had the opportunity to rent a Hertz vehicle through priceline. I wanted to take the time to say thank-you for the wonderful and prompt customer service that I received from the location at RDU. Ms. Dorothy was very informative, polite, and helpful on our trip from the airport to the rental location. The young lady at the dispatch counter was very pleasant and professional as well. She answered all of my questions about the charges and additional insurances. This was a very positive rental experience.

    pd 2/2/10 9:49AM

  • I just wanted to say THANK YOU!! I have flown
    from SLC,Ut to Sacto,CA the last 2 years at X-mas to see my family. I love cars and I love the Hertz fun collection. The X-mas Team there in Sacto airport help me rent (really 3 years)cars that were just AWESOME! A 2009 Cadillac Suv, 350z Nissan Conv & 2009 Corvette Hzh at such a great deal (and I'm not a member). It made my trips to Tahoe, SF and just around Sacto soo much better!! I have a 2000 Corvette and it made me feel at home. Are you listening? HERTZ? Give that team a pat on the back.. I don't know the other peoples stories on these comments. But to them. Check your dang car before and after you turn it in. THEN THERE WON'T BE CHARGES!!! NO SURPRISES!!! GEEZZZ. I WILL BE USING HERTZ AGAIN... Thanks... KURT M. WIEN

    Maddogg1157 1/23/10 5:10PM

  • I do have a descrepancy to correct on my bill, but I must say; I got great service. I was in Chicago for business..did not know the area...got a gps....everything was great until the day of return. Even with the gps, since there was alot of road construction, I got lost. I finally found my way but knew I was going to miss my flight. The hertz guy asked me if I wanted him to show me how to use the kiosk. With terror in my eyes, I said I am going to miss my flight. He quickly said let me check you out and I will drive you to the terminal myself. He did that and I barely made my flight. The last people were boarding....but I MADE IT! Now that is service! This dude needs a raise. If you can find out who he is by my rental agreement....please tell him how thankful I am.... true customer service. RR 544115596

    Anonymous 10/8/09 6:24PM



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