Hertz Customer Service Issues

During our car rental, my husband and I were clear with the manager that we only wanted the basic rental without any additional insurance. Despite our insistence, he charged us $[redacted] for liability insurance that we explicitly declined. He justified the charge as a security hold on my husband's credit card, which led to an overdraft in our bank account. When I questioned the charge, he pointed to my husband's signature on the contract, disregarding our initial instructions. Given my husband's limited English proficiency, I feel they took advantage of him. The whole customer service experience was disappointing, and I am seeking a full refund of the $[redacted].

I recently rented a car from your Marseille agency located at [redacted]/[redacted] Bd De Rabatau, Marseille, [redacted], with the phone number [redacted]6, between October 17, [redacted], and October 21, [redacted]. Our unit number was [redacted], and the rental agreement number was [redacted]16. The car we rented was a FORD FOCUS. We rented this car through Pegasus Airlines from the Hertz office in Marseille. Our contract with Pegasus Airlines included insurance for theft protection, third-party responsibility, and CDW car damage responsibility. When we arrived at Hertz Marseille Rabatau office, they tried to sell us additional insurance. Despite our language barrier, Mr. Antoine, the office owner, helped translate for us. After learning the insurance price was [redacted] euros, we declined and sought help from Pegasus Airlines to arrange insurance through AXA. Despite our refusal, the Marseille office included a full insurance package in the contract we signed, which we were not given an English translation of. When we returned the car on October 21, [redacted], they charged us an additional [redacted].34 euros, deducted from our credit card deposit, claiming it was for the super cover insurance. Despite attempts to resolve the issue, no one could assist us in English, and Mr. Antoine was unavailable. He advised us to contact Hertz customer services. We are disappointed by the office's actions and request your help to resolve the matter and refund the charged amount. Thank you, Alper Celebi and Pinar Onursal.

I recently rented a car from Hertz in San Diego on 11/8/19 and had an issue regarding the pre-pay fuel option. I spoke with a representative on 11/9/19 to inquire about the charges and was told I would only be charged for the fuel I used. Despite confirming twice that the $59 charge was a deposit, I later found out it was the actual fuel charge. When I called Hertz about this discrepancy, I was informed that there was no room for negotiation as I had agreed to the terms. I feel misled by the representative and would like a resolution based on the original information I was given. I am willing to pay for the fuel I used at the quoted rate of $4.39 per gallon. I enjoy renting from Hertz and have already booked another car for my husband, but I am disappointed by the miscommunication and lack of assistance in this matter. Thank you for your attention to this issue.

I accidentally left my eyeglasses in a car I returned. After contacting Hertz, they located my glasses but refused to mail them back at their expense. Instead, they requested me to send a prepaid box for them to use. I made sure to include my name and address for identification. However, Hertz later informed me about an internal miscommunication that resulted in them losing my glasses. They offered to reimburse me for the postage I had previously paid. Despite providing them with a quote and receipt, I am still waiting for a resolution and find myself having to follow up repeatedly. I am seeking restitution for the lost glasses and postage. I can provide a detailed timeline and documents if necessary. Thank you for your assistance. Ray M.

Over Thanksgiving weekend, I rented a car from Hertz. I specifically asked if I could leave my truck in their lot and was told yes. When I returned to get some items from my truck, the young lady who assisted me assured me it was fine. However, upon dropping off the rental on Sunday night, I found my truck blocked in with no one available to help. I had to call for road service and was eventually picked up and taken home. This situation caused me to miss a day of work on Monday. When I retrieved my truck and spoke to the manager, I felt like I was given a poor excuse by the young man working there. This experience has left me very disappointed in Hertz's customer service and I will not be renting from them again.

I had made a car rental reservation using Chase points with both mine and my husband's names on it, "Ellen Friedman or James Birmingham." However, when we went to pick up the car in Tampa, we wanted James to be the driver. The rental company insisted we pay an extra fee even though we only wanted James to drive and I never drove during the rental period except for leaving the airport as instructed. We changed drivers right after leaving the airport. I disagree with the $94.45 extra charge and would like a refund for it. Reservation Reference: [redacted]63 Reservation Number: J[redacted]6A6

Contract number [redacted]93. I have been a loyal retail customer renting from Hertz for over 10 years, usually for 3-6 weeks annually. Recently, I tried to extend my reservation on 12/6/19 due to my 89-year-old parent's health issues in Illinois. However, the extension process turned into a chaotic situation due to representatives who struggled to communicate effectively in English. While at the hospital attending to my parent, I had difficulty reaching a representative and resolving the extension matter over the phone. Despite my current family emergency, I'm now receiving calls from inventory control to return the car, and the extension charges have unexpectedly increased from $[redacted] to $[redacted]. I am unable to return the car immediately, as it would leave me stranded [redacted] miles from home. I hope to resolve this issue promptly and return the car within the next 7-10 days. - Steven C.

I wanted to inform you that my husband rented a car in Florida on Monday. After noticing a slow leak in the tire, he contacted the rental agency and was unexpectedly charged $[redacted] for a replacement. Despite reaching out to the Hertz rental location, he received no assistance. His name is Robert SZEWCZUK, and his contact email is [redacted] Kindly make contact via email for further assistance.

I made a reservation for a standard SUV at my local Hertz when my truck had mechanical issues, but upon arrival, only a compact SUV (Ford EcoSport) was available. Despite my efforts at 4 other Hertz branches, I was unable to secure a larger vehicle. I had to settle for the smaller option due to the circumstances. I am requesting a rate adjustment to reflect the downgrade in size. Unfortunately, the local Hertz office has not been able to assist effectively in resolving this matter.

I was falsely accused of smoking in a rental car recently. When I picked up the vehicle, it was still damp from cleaning, leaving streaks on the windows and the car. Upon returning it at LAX, the attendant claimed there were white spots resembling ashes on the rubber of the window seal. Despite my denial and the spots not wiping off, I was told I'd be charged $[redacted] for smoking in the car. It's frustrating as I don't smoke, and I didn't have time to wait for a manager due to my flight.

When I made the reservation online, I was provided with a quote of $[redacted].28 USD for a 3-day car rental without the age differential fee. Adding the differential fee, the total should have been $[redacted].88 USD. However, I was charged $[redacted] USD when I picked up the car late at night after a tiring day of travel. Upon discussing this with my mom, she advised me that if I have a quoted price, it should be honored. In addition, we ended up with a different car than what was initially reserved, which I suspect led to the significant increase in the cost. I am hoping to have this situation resolved by being charged the amount I was originally quoted in my reservation confirmation email.

I am having an issue with my car rental reservation. I booked a mid-sized Mazda with GPS in Sweden, but when I arrived at the Hertz office in Fort Lauderdale, they didn't have the Mazda available. Instead, they gave me a compact Kia without GPS. We then had to rent a GPS separately, which didn't work properly. We got so lost that we had to rely on our phone data to find our hotel. I would like to switch to the correct car with GPS at the Boca Raton office as soon as possible and request a discount for the inconvenience. Thank you. Regards, Claes E.

I rented a car with gold service on December 11th. I realized that the rate I was charged is $20 higher than what was on my printed reservation. My reservation number is RR [redacted]02. Additionally, I have another reservation for December 24th with a printed rate of $[redacted].03, but the actual charge is $[redacted].00. This discrepancy is concerning as it seems like fraud. Please investigate and resolve this issue. You can contact me at [redacted] Thank you.

I made a reservation to pick up my rental car last week and specified I would arrive at 8:00 am today. When I arrived this morning, the rental car was dirty. The attendant's response was unhelpful, citing being short-staffed as the reason for the car's condition. I was given unsatisfactory options: rent elsewhere, wait for cleaning while being late for work, or retrieve the car later. I find all of this unacceptable. I will have the car cleaned at my own expense today because I cannot drive in a dirty car. I expect the cost of cleaning deducted from my rental fee.

I rented an SUV on 12/13/19 from Reagan International Airport. On the night of 12/13/19, the SUV started stalling and showing warning lights on the dashboard, specifically the hot oil warning. We stopped in a parking lot to let the vehicle cool down. After restarting, we drove about 2 miles before the issue recurred. We contacted Hertz, waited for hours, and then checked into a hotel where my card was charged $[redacted].39 x 2 for two days due to the extended wait for a tow truck. I was assured I would be reimbursed, but as of now, no refund has been processed. My details are: Pamela White, [redacted].

I want to share a positive experience regarding Karen Hundal, an employee at the agency on [redacted] Metcalf, Overland Park, KS. On December 20, [redacted], my car was stolen, and I needed a replacement urgently due to my daughter's medical appointments. Karen not only arranged for transportation to the office but also stayed late to ensure I was taken care of. Her compassion and eagerness to assist someone in a difficult situation were admirable. Karen’s exceptional customer service skills and genuine willingness to help make her an asset to your team. If all your staff mirror her dedication, Hertz is in good hands. I believe Karen deserves recognition, and I nominate her for the employee of the month award. I will highly recommend Hertz and Karen to others in need of car rental services.

Hello, I collected my car from the Hertz Paris branch yesterday. When I made the reservation, it clearly stated that the estimated charges would be EUR [redacted].53 (EUR [redacted].61 + EUR 65.92 in taxes). However, upon arrival, I was informed that the Mercedes I had reserved was unavailable due to my age being under 25. Despite this, I was accommodating and accepted an alternative car from a different category, since they had no other cars in the original category available. The total rental fee was surprisingly over EUR [redacted], far exceeding the EUR [redacted] I had budgeted for. The staff mentioned that even in the category I initially booked, the price would not have been as low as EUR [redacted]. I am disappointed by being charged over five times my expected amount and request a thorough review of my case. I have not yet paid for the rental, as I am returning the car on December 31st, [redacted], and have only left a security deposit so far. I urge you to investigate this matter promptly and provide a resolution before my scheduled return date. I am willing to share any necessary documentation, such as the initial booking details with the estimated price and the invoice I was issued. Thank you.

I recently rented a 4x4 vehicle in Costa Rica for 9 days from Hertz instead of Budget due to Hertz's reputed reliability. Unfortunately, upon arrival at SJO airport, I was informed that my reserved car was given away as I did not arrive within the 2-hour window. After much effort during the busy Christmas season, an alternative car was provided, which was in poor condition with cleanliness issues, faulty wipers, high mileage, lack of power, no all-wheel drive as requested, and a transmission odor. The rental cost exceeded my brother's recent Budget rental by just $[redacted], with the added inconvenience of extra driver fees. I hope this experience does not reflect Hertz's typical service quality, especially considering Hertz's recognition with JD Power customer service awards. Despite sharing my concerns with a customer service representative via chat, I only received an apology and a survey request.

I accidentally left my cell phone in a rental car at the Mesa AR. Return center. I dropped the keys in the early return box but then realized my phone was still inside. When I called after landing, Rhonda confirmed they found it. She asked me to send a UPS label for the return, which I did at the Madison UPS store. The label was set for pickup on December 9th. Despite this, after 2 days, the package wasn't shipped. The area manager, Tyler Richards, claimed he sent the phone but lacks any proof. UPS has no record of the label being picked up. It has been nearly a month with no information about my phone. I suspect the Mesa Hertz branch lost it, leaving me with no choice but to cancel my current contract and buy a new phone, costing me $[redacted].00.

I had a disappointing experience with Hertz Glendale recently. When I called to confirm my car reservation, I was informed that my car wouldn't be ready on time without any explanation. Today, when I arrived to pick up the car (already delayed), I realized I had left my credit card at home. Although I had a photo of it, they couldn't manually input the details. I had to Uber back to get it, spending an extra $90. The customer service was unsatisfactory, with the manager and staff being rude. With a long queue of frustrated customers, I missed my meeting. I have decided not to patronize this location again and have contacted another Hertz branch for a car later today. I hope Hertz can address this inconvenience.