Hertz Customer Service Issues

I had a Hertz rental booked for a minivan on 7/21/19 at 8:00 AM with reservation number J[redacted]4C4. Unfortunately, Hertz contacted me the day before to say they couldn't provide the minivan I prepaid for. Despite struggling to reach customer service, I managed to cancel the reservation due to their failure to fulfill the agreement. They assured me the cancellation fee would be waived, but $[redacted].02 was still charged to my account. I am yet to receive written confirmation of the refund. My bank suggested the pending charge could be canceled without being processed. As a result, I had to resort to renting from Enterprise. I urgently need written confirmation of the refund being processed to my bank account.

Upon inspecting the rental car we received, we discovered damage to all four wheels and found the spare tire loose inside the trunk with dirt and grass everywhere. The windshield was covered in a substance, and there was a spill in the back seat that required cleaning. The overall condition of the car was extremely dirty when we picked it up. During our trip from Kentucky to Myrtle Beach, the car exhibited jerking and steering issues, which seem related to a previous accident. I feel concerned for the safety of my family using this vehicle, and I find it unacceptable from a reputable company like Hertz. This experience has been disappointing, and I will be avoiding Hertz for future rentals based on this incident.

We drove from DC to Baltimore and parked the car, only to find the key fob and key not working the next morning. After a lengthy wait for Hertz emergency assistance, a tow truck discovered the corroded battery. With no available cars at Baltimore Hertz, the tow truck driver helped us purchase a new battery for the rental. As a Gold member for about 30 years, we were unable to get authorization to rent from another company and receive a refund. Worried about potential future lockouts, we seek a resolution. Additionally, upon arrival at Dulles, there were no cars available despite our reservation, leading to further delays. Is this level of service common with Hertz now? We would appreciate guidance on resolving these issues.

The car was not connected to my Lyft account and I didn't have the necessary registration and insurance information to work that day. I believe I should be refunded for two days due to the July 4th holiday, and the office being closed. Since the vehicle was unused, I was unable to pick up passengers, which is unjust. I've been a member for over a year, but the recent changes in customer service are disappointing. Please reach out to help resolve this issue as I have lost two days of pay. Thank you for your attention. Unfortunately, my experience was negative as I wasted time waiting at your location. I requested contact regarding this matter but fear I won't receive any assistance, which deepens my dissatisfaction, implying a lack of care from Hertz towards its customers. Wishing you a great day!

We rented a [redacted] Chevy Camaro from HERTZ in Phoenix, AZ. Unfortunately, my son and his girlfriend got pulled over on their way home from Yellowstone and arrested. When attempting to contact HERTZ for assistance, I struggled to get help without the contract number. I provided key and license plate information, but only the contract number could help. After spending hours on the phone with multiple parties, we finally got the contract number ([redacted]25). It was frustrating that no one seemed able to assist without it. Despite assurances from HERTZ Corporate, there was confusion about the tow truck request. This has been a nightmare, with daily impound fees accruing on our credit card. The lack of problem solvers or ability to locate the contract by other means at HERTZ was disheartening. The experience has been filled with anxiety and frustration. I urge the company to address this issue promptly and provide better customer service in similar situations. Thank you for your attention to this matter. Sharon and Robert Mahan

I visited your JFK location on Saturday night, July 6. Despite checking your website that indicated cars were available, I was informed by a very rude counterperson that there were none. This lack of assistance extended to a stranded family with three children who were not offered any help finding alternative transportation. The counterperson did not even offer them water, despite the heat and exhaustion they must have been experiencing. Based on what I witnessed, I am now hesitant to rent a car from your company and will share these experiences with my coworkers.

I rented a vehicle from Hertz in Ponta Delgada on June 18, [redacted], with agreement number [redacted]20. Shortly after receiving the car, there were mechanical issues with the engine. After requesting a different vehicle and driving back to the airport, the engine failed, leading to a tow truck and a taxi being called. Two hours later, I finally received a new vehicle. Returning the second car on June 21, I was handed a receipt for €[redacted].72, along with a mechanic repair bill for €[redacted].27 for the first vehicle. I refused to pay that charge. Upon returning home to the USA, I disputed the final bill of €[redacted].70, specifying three charges that I believe should not be my responsibility amounting to €[redacted].81 plus tax. I have filed a dispute claim with Hertz on June 27, [redacted], and also involved my credit card company, Bank of America, in the process. I anticipate a swift resolution to this matter. Thank you. Sincerely, J. Peck.

Hello, my name is Martin Moreno. Last week, I attempted to rent a car at a Chula Vista location while mine was in the shop. I was informed that there was an outstanding balance linked to my driver's license for a vehicle rented at one of your Rancho Cucamonga locations. Additionally, I was told that a man named Daryl or Darl Ross had rented the car back in October [redacted]. The license number he provided is legally mine, but had his name on it. I have filed a police report with the San Diego California police department since this is where I live. I have also started the process with the DMV to be issued a new driver's license number. To obtain a new license number, I need a letter from Hertz stating that my driver's license was used fraudulently to rent the vehicle. I can provide legal documents such as a birth certificate, social security card, and driver's license to establish my identity for comparison with the driver's license on file for Daryl Ross. Please respond with information on how to resolve this matter. Thank you. Martin Moreno

My spouse and I recently came back from our road trip across Iceland. Despite enjoying your beautiful country, we encountered issues with our Kia Niro Plugin Upgrade, License number BIM72. Upon returning the car at Reykjavik airport, the agent explained that this car model had multiple problems and should not have been rented out for long trips, which we found to be true. During our journey, we faced numerous challenges with warning lights flashing frequently. Despite the car's issues, we took good care of it, making stops to allow it to "rest" and reset the lights. The car's behavior led us to unexpected scenic stops, alleviating some of the stress of driving in remote areas. We even sought advice from the Iceland Automobile Association regarding charging the car, attempting to use a charging station in Hofn with little success due to technical difficulties. I believe Hertz should have provided us with a different vehicle in Hofn to avoid these problems. Although I have contacted Hertz Iceland with my concerns, they have not responded to my letter. Neil Weisbrod

Recently, my spouse and I completed a memorable Road Trip in Iceland. Despite our fondness for your beautiful country, I must address our experience with the "Kia Niro Plugin Upgrade" with the license number BIM72. Upon returning the car at Reykjavik airport, the agent mentioned previous issues with this model, indicating it wasn't ideal for long trips, a fact we also realized. During our journey, we faced various challenges with the car, encountering multiple warning lights and limitations while driving. Despite these setbacks, we managed the situation carefully, even seeking advice from the Hertz Garage in Hofn. We maintained the vehicle diligently, adjusting our travel plans as needed due to the car's performance, leading us to unexpected but enjoyable stops along the way. Despite our efforts, the car's issues persisted, including difficulties with charging at designated stations. I believe an alternative vehicle should have been provided by Hertz to address these ongoing concerns, especially considering the impact on our trip. In conclusion, we appreciate the opportunity to provide feedback on our experience. Thank you for your attention to this matter. Best regards, Neil Weisbrod

While driving on Highway [redacted] from Montreal to Toronto, my family and I had a frightening experience when the car's tire blew out [redacted] kilometers from Toronto. Despite the harrowing situation, reaching Dollar for assistance was unsuccessful. Toyota's emergency service helped replace the tire with a temporary one, cautioning us to drive under 80 km/h. Following a 11-hour journey instead of the expected six, contacting Dollar's U.S. office allowed me to pick up a replacement car at Pearson International. However, upon arrival, Dollar in Toronto requested CAD [redacted] for the tire replacement and charged extra for not refueling the car. The indifferent and unhelpful attitude of the staff was disappointing. I contested the charges since a punctured tire is considered normal wear and tear and the replacement car did not match the original car's tire quality. Despite the lack of sympathy from Dollar, I received the replacement car after quoting a reference number provided by the U.S. office. This experience was disheartening, and Dollar should reconsider their customer service and tire quality standards for long-distance travel. The 5-hour delay caused us to cancel our evening plans, arriving physically and emotionally drained at 11pm instead of 6pm. I hope Dollar's management addresses this matter and provides appropriate compensation.

I enrolled in the express driver program but struggled to meet the required number of trips due to personal reasons like illness and travel. As a result, I have been consistently paying the rental fees without being able to earn any income. The car provided was smaller than what was initially promised, affecting my ability to make enough money. I am reaching out for guidance on how to catch up on payments and continue in the program moving forward. I have faced challenges covering fuel costs, hindering my progress. I am dedicated to making this program successful as my livelihood relies on it. Your assistance on this matter would be greatly appreciated.

My reservation began on July 16, [redacted] in Oak Park, Illinois. The vehicle's condition was unacceptable. A Hertz employee instructed me to go to the Hertz location at [redacted] N. State Street for a Chevy Suburban, but upon arrival, I was informed it needed an oil change. They directed me to the [redacted] E. Wacker location where we eventually received the same vehicle we arrived in. On Wednesday, July 17, [redacted], I stopped in Effingham, Illinois for lunch and discovered the right rear passenger door wouldn't close. After multiple calls to Hertz roadside service, they arranged for a new vehicle to be towed from St. Louis Airport to Effingham, causing a 2 to 3 hour wait. Due to an emergency, the tow was delayed until the next morning. I had to find lodging at Holiday Inn in Effingham, incurring an unexpected expense of $[redacted].39. The next day, a tow truck was sent to swap the car, which had to retrieve the vehicle from St. Louis Airport.

Rental # H[redacted]1 - Richard T. My husband took his Jeep in for service at Williamsburg Jeep, and they provided him with a rental vehicle. Upon returning the rental, they accused him of smoking in the vehicle and wanted to charge a fee. However, he was never informed of a no-smoking policy, as the counter sign was covered. When I inquired about the $[redacted] charge, they mentioned the policy was on the contract, which he never received a copy of. Requested for a copy of the contract to be emailed, but they refused. Also, asked for evidence to support their claim, which they couldn't provide. The $[redacted] charge was not reflected on the receipt, only showing $70.78. The lack of transparency and refusal to provide any proof is concerning. This fee seems unjust without any evidence to support their claim. Looking for assistance with this issue. Thank you. - Tracie T.

My recent experience with Hertz rental service was disappointing. Upon picking up the van at the airport, I found it dirty with food crumbs on the seats. After requesting a cleaning, I discovered various food remnants and residue under the seats, in the cup holders, and on the interior windows. When I reached out to the manager, she informed me that the van could be cleaned again but no refund or discount could be provided. After waiting for an hour for the re-cleaning, some issues persisted, and the manager seemed unable to address them effectively. This experience put a damper on the beginning of my family vacation. I believe a discount on the rental fee would be a suitable gesture to demonstrate Hertz's commitment to customer satisfaction.

I am writing about my recent experience with a Thrifty car rental from Key West Airport (rental record #[redacted]41). Upon receiving the car, I noticed the passenger mirror was not working and was loose. I temporarily fixed it with a ponytail band wrapped around the mirror holder. Two days later, while driving back to Key West, the engine light came on, and the car started acting up. I called the emergency number and was advised to drive to a gas station, which wasn't possible in the Florida Keys. The lack of service stations made it challenging to address the car issues promptly. Concerned about safety, I returned the car to Key West despite not being assured of a replacement. I refrained from driving it for five days due to uncertainties and lack of customer service support. The car only had [redacted] miles on it. Upon returning the car to the Dollar agent (no Thrifty agent available), I was directed to contact customer service. After waiting 1.5 hours on the phone with customer service without a satisfactory resolution, I am reaching out here for further assistance.

When I returned the vehicle, the agent accidentally used a company card instead of my personal card, which has caused issues with business transactions. I asked her not to use that card, but she had already swiped it. I need to decline the charge on the company card and have it recharged on my personal card. However, the phone lines are down, so I haven't been able to reach anyone for assistance.

I made a reservation on the Hertz website for a vehicle with order number J[redacted]. Subsequently, after contacting the Hertz Service Center, I inquired about changing to a Minivan. A representative mentioned the availability of a Minivan at the King Of Prussia office. I agreed to cancel my initial reservation for a $50 fee. However, the next day, I was informed by the King Of Prussia staff that no Minivan was available, prompting the cancellation of my second reservation. I believe Hertz should refund the $50 cancellation fee for order J[redacted] as this situation was not caused by me. If accurate information had been provided initially, I would not have had to cancel the reservation or pay the fee. All communication with Hertz has been recorded, and I seek resolution on this matter.

I am writing to formally complain about my recent experience at Gardermoen Airport with your company. I rented a Volvo online through the Hertz mobile app with reservation ID J[redacted] for the period of July 28th, [redacted], to August 3rd, [redacted]. Upon arrival on July 28th, I was unexpectedly charged [redacted] NOK instead of the initial 5,[redacted].93 NOK stated on the app. The additional amount was explained as a deposit, which would be refunded upon returning the car. Despite the dirty child safety seats provided, I accepted one for free as offered. However, during the return, the staff member was unprofessional, attempting to blame a scratch on the car on me. This disrespectful treatment, the need for deposit refund, and overall customer service improvement are concerns that require attention. I await your prompt response. Best regards, Dawit.

Hello, we dropped off our rental car at Washington Dulles airport on July 29th under reservation number H[redacted]. We rented a Kia Sportage and returned it with a full tank, as requested. The inspector claimed the tank was not full because the gauge needle was slightly below the top (about 1mm). Even though we had just filled the tank 10 miles prior, he insisted we pay $20. We mentioned that the needle was in the same position when we picked up the car. I declined to pay the $20 and went to another gas station. Despite refilling, the needle still didn't reach full. Could this be a common issue with Kia vehicles? We had our one-year-old with us and ended up spending 70 minutes at the rental center due to long exit queues. Just wanted to share our experience.