Hertz Customer Service Issues

As a loyal Gold member who frequently uses Hertz for business car rentals, I am deeply disappointed with my recent experience. Upon returning my pre-booked and paid car, I was surprised to receive an additional bill of 650DKK for winter tires that I did not request or consent to. Although I confirmed at the counter that my rental was prepaid and the credit card swipe was only for damages, the extra charge for the non-mandatory winter tires was added without my knowledge. Despite the rental office in Copenhagen Airport acknowledging this as an error and advising me not to pay, the customer service representative I spoke with was unhelpful and dismissive of my explanation. I am still awaiting a resolution while my credit card has already been charged. This delay is affecting my ability to submit my travel expenses promptly. I value my relationship with Hertz and hope this issue can be promptly resolved. Unfortunately, the time difference between the US and Denmark makes it challenging to follow up during office hours. Your immediate attention to this matter would be greatly appreciated. Best regards, Mads Torry Smith.

I am very frustrated by my recent experience with Hertz in Memphis. As a loyal Hertz Gold member, my husband and I are entitled to choose a vehicle from the Gold or Five Star zones. However, upon picking up the car in Memphis, my husband was told he could only take the Ford Escape as I had made the reservation. After contacting corporate Hertz, we learned that both of us should have been allowed to select a car from the special zones. The Oxford, MS Hertz branch was very helpful and offered us an upgrade at a similar price to what we paid in Memphis. Unfortunately, due to franchise limitations, they couldn't provide credit for the Memphis rental while we used the upgraded car in Oxford. When I spoke to the manager, Tucker, at the Memphis location, he acknowledged his team's error but was unwilling to provide credit for the days the Ford Escape would be in Oxford while we used the Outlander. I have always had positive experiences with Hertz except for the Memphis location, where issues seem to consistently arise. I am requesting a 2-day credit from the Memphis Hertz to compensate for the rental in Oxford. I was disappointed by Tucker's response, as he apologized and admitted the mistake but ultimately refused to offer the credit I requested, citing "It is what it is." This lack of professionalism is concerning.

I have an urgent safety concern regarding our recent Kia rental experience. Shortly after taking the car, one of the tires blew out due to uneven pressure. This incident could have been catastrophic had we been in a different lane on the Interstate. I had to navigate through a fence to seek help for my stranded wife, as my British phone was not functional. We were swapped to a new car in Ontario, but when we asked to see the maintenance record regarding tire pressure, none was available. We are spending time in Palm Desert due to a friend's illness, and this setback has cost us precious time. I urge for a documentation procedure showing tire checks and pressure readings, as well as a refund for the rental fee. Prompt communication is essential due to our upcoming travel plans.

I had a concerning experience with a blown-out tire on my Kia rental in the US. Due to uneven tire pressure, the tire shredded, leaving us stranded on a dangerous highway. Despite the incident, there was no documentation to prove the new car's tire pressure had been checked. This delay caused us to miss time with an ill friend in Palm Desert. I expect Hertz to provide documented tire checks and refund our rental fee. The agent's lack of reassurance about the tire safety led to additional stress. I am unable to make phone calls but wish to resolve this matter promptly without involving a lawyer. Is there a Hertz manager available for live chat assistance? Thank you.

I was charged for insurance without being given the option to decline it. I'm seeking a refund of $39.99. My rental record number is [redacted]60. Additionally, I was uncomfortable with the car I received as it was not the one I reserved. I was told there was no availability and was given an upgrade to a Jaguar, which made me nervous as a 21-year-old. I'd like compensation for either the insurance fee or not receiving the requested car.

My wife rented a car for us to drive from Las Vegas to Los Angeles and back on 2/14/20. The car was brand new with only [redacted] miles on it when we received it on Friday, 2/14. Unfortunately, on Saturday, 2/15, as we were heading back to Vegas, we experienced a sudden blowout on I-15 near Barstow, California, despite the low mileage on the car. We contacted AAA for assistance and they helped us off the freeway. It was a frightening experience as we narrowly avoided a serious accident with other vehicles around us. After the ordeal, we informed Hertz about the situation, but they did not offer much assistance with towing or providing another car. We had to be towed a total of [redacted] miles from Barstow to Baker to Las Vegas through AAA. When we returned to the Hertz counter at McCarran Airport, the service we received was disappointing. Despite my wife being a loyal Hertz Gold member, the employee at the counter did not show empathy or offer any apologies for the inconvenience we went through. We are extremely dissatisfied with the lack of customer service and empathy we received from Hertz during this challenging situation. As loyal customers, we expected better treatment in such circumstances, but unfortunately, each employee we encountered at McCarran Airport failed to provide the assistance or understanding we needed. It was a disappointing experience overall.

I recently rented a vehicle from your company at the Las Vegas airport from 21 Jan to 15 Jan. Unfortunately, I left my golf clubs in the trunk of the blue Malibu rental car (RR #[redacted]24 lost item #[redacted]9). Despite my mistake, I called your Lost and Found department and received poor treatment that made me feel unappreciated as a customer. When inquiring if the trunk is cleaned before the cars are rented out again, I was informed abruptly that cleaners are not obligated to clean the trunk, armrest, or glove box. This response left me frustrated, leading me to question the level of service provided. I left a lost and found report that same night but received no satisfactory response upon follow-up calls. As a Gold member, I believe better treatment is warranted. The experience with your Lost and Found department and customer service has been disappointing, leaving me dissatisfied with the service provided and the personnel representing your company.

On February 1, [redacted], with rental record #[redacted]92, we encountered car trouble shortly after leaving Fort Myers Airport, causing us to miss a special birthday dinner due to delays. A replacement car was eventually provided, and we continued our journey. Later, on February 29, [redacted], the replacement car failed to start on our way to the airport, leading to another disruption in our travel plans. Despite Dollar manager Mr. Patrick Farina's assistance in compensating for the Lyft rides, we feel that there are systemic issues with the maintenance of Dollar rental cars and the lack of effective communication during emergencies. These incidents have left us concerned for the safety of other renters and call for a thorough investigation to improve emergency procedures and car maintenance. If further details are needed, we can be reached at [redacted]. Betty and Dan Lawless

I rented a car in North Carolina and planned to return it there. As a 67-year-old woman living in Florida, I was worried about driving back due to COVID-19 restrictions. I called Hertz last week to ask if I could drop it at the local airport instead. They initially agreed with no extra charge, but when I called today to confirm dropping it at the airport, they insisted I return it to North Carolina. This change caught me off guard. I had already made plans based on the information I received earlier, assuming I could return it locally. This miscommunication has been frustrating as I prepared for a safe return while following all necessary precautions.

I have a rental record under [#[redacted]02] associated with my name, Richard Harris. I have been a loyal customer for many years. I urgently need assistance as I have encountered a significant issue. I can be reached at [redacted]. I've spent several hours on hold daily, only to get disconnected when I finally reached an agent the other day. It is crucial for me to extend my rental as I rely on it to commute to dialysis treatments. Unfortunately, my attempt to renew was unsuccessful due to an agent entering the wrong expiration number, leading to my card being declined. I am stranded without transportation to my vital medical appointments. Your immediate attention and support are greatly appreciated. Thank you.

Dear Support Team, I wanted to inform you that on March 16th, I cancelled my reservation for March 20-29 in Phoenix, AZ under reservation # J[redacted]. After contacting Hertz twice through both phone and chat, I was told on both occasions that I would receive a full refund of $[redacted].29 for my reservation. However, I have only received a refund of $[redacted].29 so far. I'm seeking clarity on when the remaining $50 will be refunded as I was assured that no cancellation fee would be deducted. Your assistance in providing an update on the status of the remaining refund amount is greatly appreciated. Thank you for your help. Best regards, M. J.

Hello, we had a car rental with your company from Glasgow Airport scheduled for March 13th to the 19th. We paid via our travel agents at Southern Cross Travel in Wadhurst, Sussex. Our car reference number is BMPYHP-[redacted]73, with a total payment of £[redacted].85. Due to the Coronavirus outbreak, we had to cancel our trip and received an email suggesting we could reschedule. Since then, we have not received any further communication from your end. Unfortunately, our travel agents, Southern Cross Travel, have gone bankrupt, so I am reaching out to you directly regarding this matter. We still plan to visit Glasgow Airport and rent a car once travel is safe again. Could you please investigate our situation and advise us on the next steps? Thank you for your assistance. You can reach me at [redacted] or [redacted] Best regards, Janet Brodrick-Ward, with Mr. A Brodrick-Ward as the lead driver on the reservation. Stay safe.

I recently visited the downtown Greenville location to pick up my rental, but unfortunately, I had a negative experience with Hannah. Initially, I was told I couldn't get a car because the one available was too small. However, Hertz of Greenville later called to offer a larger car, making me hopeful. Upon arrival, I was dismayed to find they still tried to provide the small car I had initially refused. When I explained the situation to Hannah, she seemed uninterested and unhelpful, leading me to leave without a car. I've had positive experiences with Hertz in the past, but this time was disappointing due to Hannah's attitude.

I recently found myself in a tough spot with the bank due to an unexpected charge from your company. The charge, which I did not authorize, left me $[redacted] in the negative. Given my current situation of losing my job, it was a significant blow. I would appreciate it if you could consider the impact of your actions and refund the money back into my account promptly. Billing me for any outstanding costs in the usual manner would have been more considerate. I plan to raise this issue with both my insurance provider and the bank. This experience has left me feeling disappointed, and I intend to share my story on social media. Thank you, Hertz, for showing zero compassion in such a difficult time.

I rented a car from February 3rd to February 28th, [redacted], at [redacted] Fort Myers Fowler St. Recently, I received a letter from Viking which was not very helpful. I mentioned to their representative that I had spoken with someone at the Fowler location, possibly Brandon, a week ago. They confirmed seeing a crack in the front fender in a picture taken before my rental. When I relayed this information to the Viking representative, they were uncooperative. I requested that they check the footage and get back to me, but unfortunately, they were not accommodating. Being a 35-year customer, I expected better treatment. I reached out to Marcus at the Fowler location after my call with Viking. I believe both Marcus and the Viking representative should be able to review the photos, but no progress was made. I appreciate any assistance with this matter. Thank you, Mike P. ([redacted])

I recently purchased a [redacted] Nissan Sentra from Hertz Car Sales in Harvey, Louisiana on March 31st. The customer service experience was subpar, but let's focus on the current issue. Initially, I planned to finance through Westlake Financial. However, I faced challenges proving my residence to the lender through Courtney. Despite multiple attempts, the lender wasn't satisfied. To avoid further delays, I decided to pay off the remaining balance on April 10th. After settling the amount with Carl, I believed the car was paid off. Despite this, Westlake Financial continues to contact me about a balance. The Hertz finance manager confirmed my payment but failed to inform the lender. Westlake has been unable to reach the dealership to resolve the situation for two weeks. I am troubled by the ongoing calls for a balance I do not owe. Westlake advised me to contact the dealership again, but I am considering escalating the matter to the corporate office due to the dealership's inefficiency. I need this issue promptly resolved as I cleared my car payment a month ago, and I am concerned about my credit score. Thank you.

I've been trying to extend my rental since Saturday evening with Hertz. I received a call instructing me to contact them, but I have been unable to reach them since. Despite trying daily, I was met with long waiting times and eventual hang-ups, with different responses such as closure for the holiday. Even after recording the odd situation two days after the holiday, I could not get through. When I eventually spoke to someone, I was quoted a higher amount than expected, with my original rental cost being $[redacted].89. I obtained the car on May 9th, [redacted], and today, the 27th, I am concerned about additional charges due to communication issues with Hertz.

On May 8, [redacted], my car rental reservation was canceled by your agent because she couldn't process my debit card. She directed me to contact the call center for a refund of my deposit. After waiting 10 days without receiving the refund, I called again, and was informed by the CSR that the refund had not been processed. She assured me she would get it approved and submitted. Despite this, after waiting an additional 10 days, I have not received the refund. I am now being told that I will not receive a refund, contrary to the initial promise. I'm disappointed by the lack of transparency from your customer service department. Moreover, I encountered further frustration when I was abruptly disconnected this morning while requesting to speak to a supervisor. I am looking forward to the prompt resolution of this issue. The Reservation Number is [redacted]. Thank you for addressing this promptly.

I was charged a $[redacted].36 drop fee by Thrifty Car Rental when picking up and returning a car in Palm Beach, Florida. Despite only using [redacted] miles, they claim the car was picked up in Palm Springs, California. Attached are receipts from the car rental and our flight from San Antonio to Palm Beach, Florida. We flew on February 29 and picked up the rental car on the same day, returning it on March 3. The drop fee was a surprise and was not noticed until returning home. When we questioned it, they stated we ordered pickup in Palm Springs, California, leading to the fee. This is inaccurate as we flew to Palm Beach, Florida. We are seeking a refund for the drop fee.

As a Gold Member and 5-star customer, on June 8th, I rented a Chrysler Pacifica from your Pasadena, MD office located within a Volkswagen dealership. The rental number is [redacted]06. I utilized my reward points for the first 5 days, intending to pay for the remaining two if necessary. I returned the vehicle early after four days on June 12th at 1:31 pm, disregarding the absence of staff in the open office. Despite leaving the keys, a note, and taking photos, I received no email confirmation. Subsequent calls to the loyalty number were unsuccessful. A recent call claiming the car was overdue was misleading since I returned it on time, even though it was dirty with a pre-existing warning light. This poor treatment is not in line with my status. Additionally, there are erroneous pending charges on my American Express bill, contradicting the agent's assurance of no remaining balance when returning the car early. Kindly address this issue promptly.