Hertz Customer Service Issues

I rented a car at Cleveland Hopkins International Airport on 12/31/18. I initially tried to rent from Enterprise but their website wouldn't allow me to return the car to Youngstown as it was closed on 1/1/19. Hertz's website did allow this, but when I arrived, I was informed Youngstown was closed on 1/1. I had no choice due to bad weather and needing to get home. I've spoken with Hertz 8 times today but was directed to the Cleveland desk, which only leads to a call center. The whole point was to avoid a 2-hour pick-up. Now I'm being told to find someone to drive there. No one at Hertz offers an alternative drop-off. I'm disappointed by their lack of customer support for a frequent renter like me and may not rent from them in the future.

I have been a loyal Hertz customer for years and never had an issue until my recent rental in Kailua-Kona, HI. Despite a prepaid reservation made through Orbitz two months prior, upon arrival on Dec 27, there was no vehicle available due to delays caused by some customers not returning on time. This left us stranded and forced to take a cab to our resort, disrupting our limited time on the island. The following morning, we were finally able to pick up the vehicle and were assured reimbursement for the inconvenience by unit managers Nick and Joshua. However, when requesting a refund for the day we were without a car, we were directed to contact Hertz customer service. I respectfully request a refund for the day without a vehicle and reimbursement for the cab fares, as evidence has been provided to Joshua Timberlake. I trust Hertz will address this promptly. Thank you, Ertug K. Reservation #: H[redacted] Dates: Dec 27-30, [redacted] Location: Kailua-Kona, HI

I am extremely dissatisfied with my current car rental situation. The key provided does not remotely unlock or lock the doors or arm the alarm, making it challenging for me due to my disabilities. This poses a safety concern as well. In the past, I have always chosen Hertz for their top-notch vehicles and service. However, the car I currently have with over 40,[redacted] miles is not up to the usual Hertz standard. This decline in quality has left me reconsidering my future car rental options, both personally and as a board member of a law firm. My recent experience with Live Chat Support was unhelpful and downright rude, which is disappointing coming from a company known for customer service excellence. I hope for a prompt and satisfactory resolution to my concerns. Thank you for your attention to this matter.

Subject: Issues with Rental Reservation H[redacted] Hello, I am reaching out about rental reservation H[redacted]. Unfortunately, the vehicle I had reserved was not available at the scheduled time of 12:30 pm. Despite being on top of the waiting list, I was informed that there were no vehicles ready for rental. After waiting until 4:30 pm without any updates, I contacted the rental company and was instructed to pick up a minivan with nearly bald tires - the only option available. I needed to be on the road early the following morning, so I had no choice but to take the minivan. Upon returning home, I contacted Hertz customer service to inquire about exchanging the minivan in Ocala, as it was en route. I was assured it was possible, but upon arrival, the staff was unaware of my situation and only had a Nissan Versa available. The roadside assistance service was unhelpful, so I revisited the Ocala location. Eventually, with the assistance of the Ocala agent, I secured a safer Kia Sedona from The Villages branch. Although the journey was longer than anticipated due to weather conditions and vehicle issues, we reached our destination safely. I returned the minivan early, and I found limited rental options in the system for the following days. I appreciated the efforts of the desk agents during this experience. However, the multiple issues with vehicle safety and coordination with the rental locations were concerning. I hope for higher safety standards in the future. Best regards, Bob N.

Hello, I have a car reservation scheduled for pickup in Carcassonne, France, from Sunday, February 10th to the 15th, [redacted], but I cannot find the option to book snow chains. My Booking Reference Number is FR[redacted]10, and the Confirmation Number is H[redacted]. Despite contacting support via phone and email, and following up with the local office in Carcassonne, I have yet to receive a resolution. I attempted to call the Carcassonne office, but unfortunately, no one answered. Support mentioned that upon arrival, the local office would provide information on a nearby provider who could swap the car tires for winter tires. However, waiting until Sunday when we arrive is not a feasible option, especially considering the limited availability of services on Sundays in France. We plan to drive to La Mongie for skiing in the French Pyrenees and are obliged by law to have snow tires or snow chains in the car. Therefore, we urgently require the appropriate snow chains upon our arrival in Carcassonne. Past experiences with Hertz in Carcassonne revealed issues with improperly fitting snow chains, hence I aim to ensure we have the correct equipment ready upon our arrival.

I traveled to Lyon today for a short trip to the Alps with a friend. Unfortunately, my friend's flight from Paris got delayed, and he won't arrive until 5:30 pm instead of 10:30 am as planned. Although I have the booking details, I'm unable to pick up the car he reserved from your company without him physically being present. While waiting for him, I asked if I could leave two of my bags at the Hertz branch to make it easier to get food at the airport, but they declined to hold them. The staff at the office have been unhelpful, joking around without assisting me during this frustrating delay. I'm disappointed by the disrespectful service and the lost time on our short trip. Any suggestions on how to resolve this issue would be greatly appreciated. Thank you.

My friend and I planned a trip to the Alps for a few days. We were supposed to both arrive in Lyon this morning, but my friend's flight from Paris has been delayed to 17:30. Despite having the booking confirmation email, I can't pick up the car without him. I am now stuck waiting for over 6 hours with 55kg of luggage, unable to use the shuttle due to my bags. The Hertz branch refused to hold my luggage, leaving me frustrated and inconvenienced. The staff's behavior has been disrespectful, and I feel like I'm losing a day of our trip unnecessarily. Your Hertz Reservation is H[redacted]. Thank you, Josh.

I rented a car from the Wayne garage on Monday at 2 p.m. The next day at 9 a.m., I received an email stating the car needed an oil change. When I called, I was told there were no replacement cars available. I visited the Hertz garage, and the employee was rude and dismissive, claiming the car did not need an oil change until 32,[redacted] miles, although I had evidence suggesting otherwise. I have also experienced issues with the accelerator and have been unable to reach anyone at the garage despite numerous attempts. As a frequent SAP traveler, Hertz has been my go-to rental company, but this experience has been highly disappointing. If this matter isn't resolved, I may have to take my business elsewhere. I expect compensation for this inconvenience and request a different vehicle.

I received an email from my car insurance company from Insurance Employee Jasmyne Carter. She expressed gratitude for contacting them and aims to address my concerns to bring peace of mind. Jasmyne mentioned that once they receive the "Rental Demand" or a copy of the "Rental Agreement," they can process the appropriate payments. She noted not receiving any information from Hertz regarding the rental charges and requested me to refer them to her along with my claim number if they have been in touch. Jasmyne signed off by thanking me for my cooperation and provided her contact details as follows: Jasmyne Carter Claims Resolution Representative Liberty Mutual Insurance PO Box [redacted] Westminster, CA 92[redacted] Direct Line: [redacted] Toll-Free: 1-[redacted] Ext.[redacted] Fax: [redacted]

I am dissatisfied with the recent Hertz rental experience. Initially, I was promised a Dodge Ram, but upon pickup, I was given a Nissan Titan, a significant downgrade. The car reeked of cigarettes, forcing us to endure the smell with windows down due to a toddler onboard. Additionally, the truck was handed over with leftover garbage, indicating poor cleanliness. Moreover, the vehicle made loud rattling noises over bumps, likely due to maintenance issues. This entire rental ordeal fell short of my expectations, and I am unsure if I would choose Hertz again after this troubling encounter. The service lapses and the subpar vehicle provided have left me thoroughly disappointed with their overall performance.

Rental Agreement No: [redacted]14 Rate Reservation ID: H[redacted]1B7 Hello - I want to express my dissatisfaction and frustration regarding the discrepancy between the car I booked and the one I received. I had reserved a Jaguar XF, a Fullsize Elite vehicle in the "K" class. Upon my arrival, I was informed that the Jaguar XF was unavailable. Despite my protests, I was provided with an Infinity Q50 (G4 Luxury Sport) as a substitute. The rental agent claimed these cars belonged to the same category, which I disagreed with then and still do now. The Q50 pales in comparison to the Jaguar in terms of performance and value. The basic Q50 lacked features and did not meet the standards of Jaguar. Additionally, the Prestige Collection promises that "The collection vehicles are reservable by make and model, so the car you reserve is the car you get." However, I did not receive the car I reserved but was charged for it. I do not believe this aligns with Hertz's customer service standards and I feel unfairly treated. I am curious to know how Hertz intends to address this issue. Thank you.

Dear Hertz Customer Service, I made a reservation for a "mid-size" car (Camry) in Texas on Feb 15, [redacted], due to a flight cancellation by Southwest Airlines our arrival in Houston on March 18 was delayed till 8pm. Upon arrival, the Camry was unavailable, and we had to settle for a KIA Soul, which did not meet our requirements. We were disappointed that no compensation was offered when we had to downgrade to a Compact car. This incident reminded me of a similar experience 20 years ago that led us to switch to Enterprise due to their superior customer service. Although Hertz could have won us back with proper compensation, unfortunately, this did not happen. It seems like profit takes precedence over customer satisfaction, a common trend in today's business practices. Sincerely, T. H.

I rented a car on January 1st in Buffalo, New York and drove it to my place. The next day, when I tried to move it, the car wouldn't start, so I contacted Hertz. They sent a driver to take me back to the airport and towed the car. I was given another vehicle on January 3rd. However, I was surprised to see a charge of $[redacted].36 on my account without any prior explanation. After calling Hertz, they claimed that there was diesel fuel in the gas tank, but I never put diesel in it. I feel unfairly charged without any investigation. I would appreciate a refund of the money taken from my account. Thank you.

I was unaware that there was a Hertz location closer to our home as I mistakenly did not search properly using my mobile phone. I wish to change my reservation (Booking Reference: H[redacted]7D0) to the nearer location. However, the website instructs me to cancel, incurring a $50 cancellation fee. As the new rental location is closed on Sundays, I will need to extend the rental to Monday. This change will not affect the rate since it remains a 3-day rental. Is it possible to make these adjustments without facing the cancellation fee if I am required to cancel and rebook?

I recently rented a Lancia Ypsilon 1.2 from Hertz Milano at Malpensa airport. When I use the key fob to lock the car, it appears that all doors are locked. However, when I try to open the driver's door by pulling the handle, it still opens even though the car should be locked. The other doors seem to be properly locked as I cannot open any of the passenger doors after locking the car. I even tested by moving away from the car with the key but my friend was able to open the driver's door easily. It seems like there might be an issue with the locking mechanism of the driver's door. Can anyone advise me on how to ensure the car is properly locked or provide assistance with this problem? Thank you.

Hello, I am Ryan Huff from Bemortgage, a division of CrossCountry Mortgage. We are a preferred lender with Hertz and have partnered to offer mortgage savings, featured in the company's intranet. I have been attempting to reach out to location managers to verify email addresses for initiating communication regarding sharing information with employees. I have made multiple attempts to contact the branch locations but have not been successful in reaching anyone directly. I would greatly appreciate any help you can provide regarding this issue. Thank you, Ryan Huff

I am experiencing an issue with my rental car. Today, when I collected the vehicle, I added a second driver's name. The staff member did not inform me of any extra charges for this addition. However, upon returning to the hotel, I discovered there was an additional cost incurred. I have been trying to reach the Hertz center since 4:30 pm to 10 pm to cancel the second driver option, but have had no success in contacting them. I kindly request assistance in canceling the second driver option promptly. Your immediate attention to this matter would be greatly appreciated. Thank you.

Hertz deducted money from my bank account without proper investigation or notification. I rented a car in December [redacted], and shortly after, it failed to start. Hertz arranged for an Uber to pick me up and a tow truck to retrieve the car. After reporting the incident at the Hertz location and receiving another vehicle, I believed the matter was resolved. However, on January 3rd, I discovered a charge of $[redacted] from Hertz. When I inquired with customer service, they claimed the charge was due to diesel fuel in the gas tank of the car I used. I refuted this, as I had not refueled during my rental and had only driven 40 miles. I am dismayed by the lack of investigation before charging me and the absence of communication regarding the issue. I request a refund of the charged amount, a thorough investigation to identify the actual culprit, and a follow-up call from a qualified representative.

I have a question about adding more coverage to third-party liability insurance. My name is Paul, a Hong Kong resident planning to visit Canada in July [redacted] to explore British Columbia and Alberta by renting a vehicle. I've seen that Hertz provides third-party liability insurance with a CAD1 million coverage in their rental agreement. I am interested in buying extra coverage (maybe up to CAD2 million) from Hertz to increase the initial coverage. Could you please advise me on how to go about this and provide an estimate of the insurance premium? Thank you for your help.

I had a reservation scheduled for 4/16. Unfortunately, the local agent called to inform me that there were no cars available. Consequently, I had to cancel my appointment with my oncologist today due to lack of transportation. Given my regular chemotherapy treatments, my doctor suggested trying to reschedule for Friday. However, the rental rates for that day have significantly increased. Additionally, I was charged $40 for missing my appointment. I need a rental for at least a week as I usually feel unwell after treatments and stay with my daughter until I recover enough to drive home. Since my original reservation was not honored by Hertz, I was hoping to secure a rental at the same rate for Friday. Any assistance would be greatly appreciated. Sincerely, A. D.