Hertz Customer Service Issues

To whom it may concern, I am seeking clarification on your rental policies as I received a receipt showing a $[redacted] hold on my account, but Hertz requested a $[redacted] hold. My recent car rental experience with your company has been disappointing. I waited over 45 minutes for customer service, and the representative, Nowelie, was unable to assist and claimed there was no supervisor available. I visited your [redacted] South Columbus Mt Vernon NY location on July 1, [redacted], and felt discriminated against due to being a black female from the Bronx. As a registered nurse serving my community for 25 years, I was charged a larger hold than what was indicated to me during the rental process. While I understand the need for a hold, the discrepancy in the amount is concerning. Despite speaking to Nowelie and contacting your local branch, I have not received a satisfactory explanation for the additional $[redacted] hold on my account. I request clarification on the reason for the increased hold amount to avoid escalating this matter to relevant regulatory authorities regarding potential business practices and discrimination concerns.

I have owned my car for the past year and a half, but it was recently repossessed. To my surprise, the title now shows Hertz LLC as the owner, even though I have never had a lien on the vehicle. The car is registered in my name, and I have proof that no lien was ever placed on it. I purchased the car from a private party and never financed it. I contacted the police, who initially claimed there was a lien, but then retracted this statement, leaving me with no information on where my car is. I am urgently requesting assistance in resolving this issue. Please reach out to me at [redacted].

Dear Kimberly, I am shocked by the repair costs provided for the small rock chip on the windshield of the rental car I returned. The estimate is exaggerated, and the $50 administrative fee is outrageous. I can easily have the chip repaired in Portland for $65 within twenty minutes. I have forwarded this issue to my insurance company, Geico. Please refrain from contacting me further. Regards, W.K. Strang

I rented an SUV from Atlanta airport. The process was so slow that by the time we got the car, my kids were hungry and in a bad mood. When we opened the car, the smell of cigarette smoke was overpowering. We decided to drive with the windows down to try to air it out, but even after five days, it still reeks. Despite buying air fresheners, the smell won't go away. There are cigarette burns in the seats and doors, and the car was clearly not cleaned properly. We found garbage left from the previous rental all over the car, which is just unacceptable. We're unable to swap the car easily due to our location, and we're really disappointed with the whole situation.

Subject: Car Rental Issue Follow-Up I am reaching out about a recent car rental experience that I had from June 25th to June 28th, [redacted], with some significant issues. Despite my efforts to contact customer service, I have not received a response until today, July 12, [redacted]. I was informed by Cassandra at Hertz customer service that the matter is related to a franchise and was given inaccurate contact information. After speaking with Amy at Kearney Thirfty-Hertz in Kearney, Nebraska, I was told that Hertz is responsible for maintaining the vehicles and cannot provide a refund or credit. The rental agreement number is Y[redacted]6, and the vehicle ID is [redacted], a Chevy Malibu with license plate ABYH14, rented from Kearney Airport in Nebraska for a one-day drop off at Cleveland Hopkins Airport in Ohio. During the rental, the car experienced electronic and AC malfunctions while driving in inclement weather on I-80 eastbound. The windshield wipers, AC, and headlights were all malfunctioning. I paid $[redacted].02 for a 3-day rental and am requesting a refund of $[redacted] due to the significant issues I encountered. I have been a loyal Hertz customer since the 1980s and have never faced such poor customer service before. I am also concerned about the safety of other customers if the Chevy Malibu has not been properly repaired. Thank you for addressing this matter promptly. Sincerely, Al Buggele

I paid for a car in full, accidentally using the wrong airport online. The airport codes were one letter different and next to each other on the keyboard. Upon arrival at our destination, we paid again for our car once we were made aware of the problem. We would like to receive a credit for the car that was never picked up in South Africa. We have reached out multiple times and were even given a date that Hertz would be calling us. However, no one ever called us. The charges have been put on hold by our bank, but we need to get a resolution on this since we paid for something that was never received, and Hertz has been absolutely horrible in helping get anything done. I will never pay in advance for a car again after this experience. - Deborah B.

I recently rented a car from Hertz for 38 days. I returned the car as instructed, as the insurance covered the rental. However, over a week later, a Hertz representative called me claiming there were ashes and a smoke smell in the car. I denied smoking in the car and was surprised by the delayed complaint. Additionally, during the rental period, I had a flat tire and struggled to reach Hertz's roadside assistance. I took care of changing the tire myself. When addressing the issue of the fuel level discrepancy, Hertz corrected their mistake. Now, Hertz is charging me $[redacted] for an "outside wash," despite having a $[redacted] credit. I disagree with these charges and feel like I am being scammed. The owner's behavior seems focused on making extra money unfairly. I believe I should not be responsible for additional fees, especially since I handled the tire repair and never smoked in the car. This whole situation feels unjust, and I am disappointed by how Hertz has treated me. I advise others to steer clear of this questionable company.

Good morning, I made a car reservation through Indigo car hire with your company, but encountered a communication issue when picking up the car at Dublin airport on August 5th. Unfortunately, your company could not accept our cards and we were unable to get the car. As a result, we had to rearrange our travel plans, incurring additional expenses of almost [redacted]€ without the use of a car. We contacted Indigo car hire for a refund, but they mentioned they would contact you regarding this matter. However, I have not received any update on the possibility of a refund from them. I would appreciate it if you could confirm if they have reached out to you and if there is any chance of receiving a refund, even if partial. It is disappointing to have paid so much and not have access to a car due to a misunderstanding about the card I was using. Thank you.

An unauthorized debit of $[redacted] from my Westpac account by Flexi car/Hertz has left me in a dire situation. I have only 90 cents left, and this has impacted my ability to provide food and school lunches for my children next week. Despite informing Flexi about a month ago that I was not continuing with their services and would not have funds for debits, a sudden deduction of $[redacted] was made without my permission on 9/8/21 between 10:10pm and 10:30pm Perth WA Australia time. This has caused me severe distress as I urgently need the money returned to my account so I can take care of my children's needs promptly. I have no other means of support and require this matter to be resolved immediately. Your assistance in returning the $[redacted] today would be greatly appreciated. Thank you, Katherine Moyle.

Confirmation Number: J[redacted] Name: Marcus K. I made a car reservation at Hertz Ancona for August 11-18, [redacted], and pre-paid a booking fee of [redacted].11€. Unfortunately, upon arrival, I couldn't get the car due to an issue with blocking the security amount on my credit card. Despite offering alternative payment methods, the employee insisted it must be with the same credit card, which was blocked. I followed the advice to cancel my reservation on the Hertz website to get a refund, but I'm unsure if it was successful. I didn't receive the car but lost the entire [redacted].11€ pre-payment. I would like to request a refund, at least partially, as I paid for a service I didn't receive. Please contact me at (+[redacted]26) or via email at [redacted] regarding this matter.

We experienced a flat tire in Bangor, Maine, and reached out to Hertz for assistance. Despite lengthy hold times and multiple transfers, we were left feeling unimportant. Hertz explained there was no spare tire, and the air pump was not sufficient. They suggested purchasing their insurance for better service. Instead, our personal insurance arranged a tow truck and a new tire. Coordinating with Hertz for the car's transport took another long wait. When contacting Hertz again, we were informed they were busy with other issues, causing delays. This was frustrating and left us feeling unsafe, especially with a young child with us. Sadly, Hertz's customer service fell short, and we will not be renting from them again.

I rented a car this morning, Monday 8/23. Before renting, I spoke with an agent on Friday, 8/20, who confirmed that Hertz provides AAA or AARP discounts. The agent mentioned there would be a charge for booking through an agent, so I booked online. However, during the online booking process on Hertz.com, I was not prompted to enter any AAA or AARP code. I called the local office two hours before picking up the rental to address this, but upon arrival, I was told the discount couldn't be applied since my card had already been charged. I would appreciate speaking with someone to discuss this matter further. Kindly reach out to me, please.

Regarding RR[redacted]62, I am an Uber Driver who recently rented an Elantra from the Fremont Hertz/Uber location due to my car being in the shop. After experiencing repeated battery issues and needing to swap the car for a Nissan Sentra due to brake problems, I have been unable to work effectively and safely. Despite contacting Fremont Hertz and sending an email to regional manager Casey Perkins about the safety concerns, I have not received a response. I am seeking compensation for the lost time and expenses incurred and will be returning to the location to exchange the vehicle again. Safety and customer service should be the top priorities in situations like this. Thank you for addressing this matter promptly. - Bruce S.

I recently visited the Hertz location at [redacted] North Union Street in Wilmington, Delaware for the second time. On my first visit on August 9th, I was directed to the train station as Hertz was not open initially. Upon returning the car, there were issues with the computer, causing delays and an extra $60 charge despite refilling the gas. Today, I encountered a similar situation with delays due to staffing issues, but the employee who eventually arrived was courteous and professional. It was evident that he was overwhelmed with work, including sanitizing the vehicles. This location is convenient for me geographically, but the recurring problems with tardiness and extra charges are disappointing. I urge Hertz to address these issues with their team members and investigate the unjust fee I was charged during my previous rental on August 11, which was from August 9 to August 12.

Subject: Unpleasant Experience with Hertz Rental Car Customer Service at Dekalb Peachtree Airport I am disappointed with the customer service I received at the Dekalb Peachtree Airport Hertz location today. I tried to exchange the car I rented on August 16th due to various issues: a faulty wifi charger, high mileage of over 39K, and outdated manual features. Furthermore, I discovered a crack on the passenger side of the windshield this morning. Despite my concerns, the employees were unhelpful and accusatory, claiming I caused the crack without evidence provided during the initial rental process. The situation escalated when the staff became hostile, threatening to involve the police and denying me access to my home garage opener. After seeking help from the authorities, I was able to retrieve my property. This experience has left me deeply dissatisfied, and I question the training and professionalism of your team in handling customer concerns. Unfortunately, based on this encounter, I have decided that neither I nor my network of family, colleagues, and friends will choose Hertz for future rentals. Sincerely, Wally Yazbak

I need assistance in requesting the removal of my daughter, C. M., from the DNR list. She rented a car (record #[redacted]52) from your Chamblee, GA location on May 9, [redacted]. Due to misunderstandings and her lack of experience in such matters, she unintentionally kept the car longer than planned without notifying Hertz promptly. Despite Hertz's attempts to reach her, miscommunication occurred. She returned the car with full payment upon realizing her error and received acknowledgment from employee G. D. Considering this was 7 years ago, with no losses to Hertz, I kindly request her removal from the DNR list. As a loyal Hertz #1 member, I aim to rent a car with her as an additional driver, as she currently needs one due to her vehicle's warranty-related repairs. I understand Hertz's need for caution but assure you this was not an intentional act of deceit. Clear communication could have prevented this situation. Please assist. Thank you. M. M.

I had reserved a Hertz rental car for a trip to Seattle, but my travel plans changed due to unexpected circumstances. While my husband went in my place, Hertz refused to release the car as it was under my name. They provided me with multiple phone numbers to cancel the reservation, but all led to a non-functional automated system. Despite numerous attempts pressing "two," I couldn't reach a resolution. Consequently, my husband had to secure a last-minute rental. We were subsequently charged nearly $[redacted] twice. I am seeking assistance to resolve this billing issue and would appreciate the opportunity to speak to a representative. Thank you for your help in this matter.

To Whom It May Concern, Earlier today, I went to one of your Hertz locations to pick up a midsize Mazda I had reserved online. Unfortunately, upon arrival, they did not have the vehicle I reserved and offered me a Chevrolet Spark instead. I noticed that while driving the Spark, my neck started to hurt because of the design of the head frame in the driver's seat that pushed my head forward. Despite trying to adjust it, I couldn't find a comfortable position, leading to a headache. I wanted to bring this issue to your attention as I believe other customers might have faced similar discomfort with the car seat design. I wish I could have resolved this problem on my own, but the headpiece in the rental car couldn't be adjusted for a more comfortable driving experience. Thank you for your attention to this matter. Sincerely, [Initials]

I rented a Fiat Panda from your Foggia agent on Via Sabotino for one month, returning it on September 2nd at 9:30. I intended to exchange it for a Fiat 500L for two days, with a drop-off in Rome. The Foggia agent called me concerned about not being able to deliver the Fiat 500L on time and asked to delay both car exchanges until 5:00 PM on September 2nd. I agreed, specifying that I wanted to return the Panda in Manfredonia, 30 km from Foggia, with no extra charge. The exchange took place in Manfredonia at 6:30 PM on September 2nd. On September 4th, when I dropped off the Fiat 500L in Rome, I noticed the contract incorrectly stated the rental started at 12:00 on September 2nd and listed the Fiat Panda instead of the 500L. I am seeking to ensure my total cost does not exceed the original plan, as the rental durations for both cars were meant to be the same but were extended due to Hertz's difficulty in providing the correct car promptly.

Hello, my name is Thierry Courtois, I made a Hertz car booking in Ajaccio, Corsica, on September 6. When my wife and I arrived at the Hertz office, we encountered a one-hour waiting queue with only one open counter out of three. Despite assuming it was due to COVID restrictions, it wasn't. Corsica's challenging mountainous terrain was our destination for trekking and required suitable transportation. When it was my turn, I was informed there was only a small electric car available from Renault, limiting our travel distance, unsuitable for our purpose. When I expressed my concerns, the attendant was rude and refused to provide a vehicle. I was subsequently escorted out by security when I questioned his behavior and asked for his name. I am seeking a refund for the payment made under these circumstances and wish to convey the disappointing experience to Hertz management. Regards, Thierry Courtois.