Hertz Customer Service Issues

As a 67-year-old senior with disabilities, I rented a car and returned it on June 26th. After handing the keys to the counter attendant, my card was charged for the remaining bill. However, three days later, I discovered an unauthorized charge from Hertz which overdrew my account at Compass Bank by $[redacted].16. This charge included a cleaning fee, fuel charge, and an unexpected $[redacted] for alleged smoke smell and ashes in the car. Despite having someone vacuum the vehicle before returning it and only being $5 short on gas, I was shocked by the smoke fee, especially since no smoking occurred in the car during my rental period. I am not contesting the fuel or extra day charges, but I strongly dispute the $[redacted] smoking charge. It would greatly help me if this smoking fee could be reevaluated and reversed. Reservation number: J[redacted]. Thank you for your assistance. - Darlene C.

Hello, my name is Lorraine Roberge. I used to clean cars for Hertz in Haines City for Antonio Smith. Unfortunately, he stole from me and even used my Regions debit card without my permission. I was outside working when this happened. I need the $1,69.00 that went missing from my account to be returned promptly. I will follow up with my bank next Tuesday to check if it has been resolved. Thank you for your help.

I rented a car from Hertz in San Rafael, California last Tuesday for a week. Upon arrival, I was met with rudeness from the lady at the counter, as it was close to closing time. Despite having a reservation, she didn't do a walk-around inspection with me before handing over the keys. Unfortunately, I found a wad of gum stuck in my hair from the headrest upon getting into the car. This incident caused a delay in my visit to my son in Fresno, who I haven't seen in [redacted] days due to his stay in a program called Courage to Change. I got pulled over en route due to expired registration/tags, further delaying my visit. Now, I'm facing difficulty reaching Hertz customer service for assistance. I believe I should be able to exchange the car for a registered one with an extended rental period or receive a refund due to the inconvenience caused by the situation that could have been avoided with a proper car inspection.

I experienced multiple issues with reservation number J[redacted]3D5. The reservation involved a car rental from 21/07 (20:00) to 22/07 (20:00), departing and returning to the Hertz desk at Lille Train Station. Due to a 25-minute train delay, arriving at Lille Station at 20:23 instead of 19:58, we were unable to inform Hertz before their 20:00 closing time about the delay and obtain key pickup instructions. Upon arrival, finding the desk closed with no alternative key pickup instructions via email, SMS, or call left us stranded. Attempting to contact the local Hertz number and cancel online failed. Even when the desk finally answered on 22/07 at 08:15, they redirected us to an unresponsive internet number. While I understand the challenges caused by COVID, the lack of communication is unacceptable. I am requesting a full reimbursement due to the failure in basic client-supplier communication. Thank you, S MICHEL

Today, 08-03-20, $45.00 was charged to my credit card. I have a car in your possession, but Toyota of Orlando is supposed to handle the billing due to my Toyota being recalled for a repaint. I should not have been charged for this service. After being on hold for one hour, I was disconnected. I appreciate your assistance in resolving this issue. I noticed another charge of $44.00 on my card today, even though my car was returned yesterday. Don

I am having trouble accessing my #1 Club account, which is [redacted]8, because it is linked to an old email address I can no longer use. The email registered is [redacted], which is no longer valid. My new email, [redacted], does not grant me access to the account, which is now locked. I am located in British Columbia, Canada. If you need to reach me for further information, please call me at 1-[redacted]. I do not have text messaging capabilities. Thank you for your assistance. Ken F.

I reserved a Hertz car in Milan, Italy from August 5 to 7, [redacted], and was charged €62.63 on August 8, [redacted], on my AMEX. Another charge of €30.5 under contract reference [redacted] appeared on September 18, [redacted], with no explanation. After contacting Hertz Customer Service in September and October of last year, I was told it might be related to potential road fees. Despite this, I have not received any ticket, reimbursement, or an invoice to clarify the charges. The phone number listed on my AMEX bill for Hertz Italy ([redacted] 02 [redacted]) leads to an automated message indicating that the number is not in service.

I recently rented a car from Chicago Midway using Rental Record #[redacted]80. Yesterday, when I picked up my car, there were only four vehicles left in the gold section. In a rush to a dinner meeting, I chose a Nissan Sentra, which had a strong air freshener odor upon opening the door. Despite no staff nearby, I decided to stick with this car. As I drove, the scent of marijuana overpowered the air freshener, indicating someone had smoked in the vehicle. Currently near O'Hare airport, I need a replacement car as I suspect Hertz has covered up the smell. I have called but cannot reach anyone. Can someone please contact me at [redacted]?

I contacted you right after I returned my rental and mentioned the tolls I acquired due to the absence of a toll collector. I was informed that I would be billed, which was fine, but I noticed you have added a fee for every toll, which seems excessive. While I did talk to the toll department and they agreed to waive it once, the tolls are arriving slowly, making it challenging for me to wait for all of them to come in while also meeting my credit card payment deadline. I cannot afford to wait indefinitely and pay additional interest. I usually enjoy using your services, but if this continues to be an issue every time I rent a car, I may have to reconsider. The last customer service representative advised me to contact the toll pass people, but I would appreciate a specific contact person or number to address this matter more effectively. Perhaps a phone call would help resolve this.

Since September 2nd, I've been trying to book a small SUV due to an active claim with StateFarm following Hurricane Laura. Unfortunately, I was given the wrong vehicle, and as a person with [redacted]% disability relying on a service dog and wheelchair, I urgently need the correct vehicle to be delivered. Hertz was our choice due to the delivery option, but the staff has been incredibly rude. After being left waiting for four hours without assistance, I contacted corporate who falsely claimed they didn't have the right size vehicle available. The employee who entered my information made a mistake by not allowing me to choose the vehicle I needed before processing the claim, leading to a lot of frustration, numerous calls, and disconnections before finally getting a resolution.

I declined the insurance, but I was still charged for it. When I picked up the car at DFW, I explained that my company covers insurance. The employee mentioned that many businesses do the same, but it was hard to hear with masks on and different accents. Another customer started yelling at the agent, leading to a commotion when the manager had to intervene. Feeling uncomfortable and worried about the escalating situation, I quickly signed a document on a pad, but couldn't read it clearly due to the roped-off area and my limited reach. Now, my bill shows $[redacted] instead of the expected $[redacted]. As a frequent traveler who never opts for insurance, I request the additional charges to be removed.

Hello, I made a reservation (booking number J[redacted]). Unfortunately, on August 3rd, we found out that a person with a disability who was supposed to accompany us had breast cancer. I don't remember if it was on August 4th or 5th, but we called the Caserta agency where we were supposed to pick up the vehicle to cancel everything, and they confirmed. I asked about the refund, and they told me that since I canceled well in advance, there would be no charge. However, I checked and the charge was made. I want to clarify that both myself and my uncle, the owner of the vehicle, tried to contact the following numbers for many days: [redacted]1, [redacted]67, [redacted]42, [redacted], [redacted]11, but we never received a response. We went back to the Caserta agency several times, and they advised us on what to do. Can you help us? It doesn't seem right to me to charge the full amount after canceling many days in advance, especially since we tried to contact them by phone without success. The vehicle and reservation are in the name of Carlo Z., from Aversa. Thank you for your attention!

I had a reservation at the rental office on Chamblee Tucker Road in Atlanta, Georgia, made 2.5 weeks ago. When I arrived to pick up my car this morning, I was informed there were no vehicles available as they had given my reserved car to another customer with a gold card who arrived that morning. There was no apology, just a dismissive attitude. I was offered a smaller vehicle or an expensive upgrade. Unfortunately, this situation led to the cancellation of my trip due to the incompetence of the staff at this office. Their behavior is tarnishing the reputation of Hertz as a reputable and reliable company. It would be beneficial for corporate to investigate and address this issue promptly.

Dear Sirs, I had a reservation to rent a minivan on March 20, [redacted], but my flight from Bogota to Fort Lauderdale was canceled due to Covid-19 by the airline, Avianca. Despite not using the service, Hertz charged the full amount to my credit card. I have not received any response from Hertz regarding a refund or a voucher for a future rental. Thank you for your help in advance.

I am writing to address a few concerns I had during my recent rental experiences. Firstly, I have signed up for text message notifications regarding my rentals, but unfortunately, I have not been receiving any messages. Secondly, for the past three rentals, my name was not displayed on the Gold Board as expected. Lastly, during a recent visit to the Atlanta Heartsfield airport location, I encountered a situation where the attendant was frequently absent from the desk without a backup to assist customers. I was eventually advised to go to the President’s Circle to choose a car, but upon arrival, there were no cars available, especially premium cars. Consequently, I settled for a Chevrolet Malibu. I am hoping that by sharing this feedback, improvements can be made in communication, ensuring my name is included on the Gold Board, and enhancing customer service at the Atlanta location. Thank you.

I am unable to find information about the unlimited mileage cap for Hertz Small Business One (SBO) rentals. Hertz currently defines unlimited mileage as having an estimated usage calculated for the rental period, with possible excess mileage charges based on product restrictions or negotiated contract terms. To clarify, I would like to know how many miles are allowed before exceeding the limit for daily, weekly, and monthly SBO rentals with Corp/discount ID No [redacted]. Additionally, I would like to confirm if the mileage cap is the same for business, leisure, and mixed bookings. Are there any geographical limitations such as in-state, connecting states, inter-states, or US/CA travel? Your assistance is appreciated.

Upon returning a rental car to Hertz, I was unexpectedly charged a $[redacted] cleaning fee for alleged ashes in the vehicle. I explained that the ashes could have been from a camping trip or work-related activities involving fire. Despite my denial of smoking in the car and others confirming there was no smoke smell, the staff member insisted on the fee. When I refused to pay, they charged me anyway and advised me to dispute it with my bank. I am seeking advice on how to challenge this unjust charge and receive a refund as I did not breach the rental agreement and should not be held responsible for inaccurate claims.

I recently had a disappointing experience with Hertz as a longstanding Gold / Presidents Circle member. Upon arrival, there were issues with my reservation (# J[redacted]3B4) and the car selection process. Despite paying for an upgrade to a Medium 7 passenger SUV, we ended up with a Kia Sorrento. Additional charges for adding a driver were waived after I requested to speak with a manager. Eventually, we were able to switch to an Infinity QX60, but the vehicle was dirty and had various issues. I had to clean it myself and documented the condition with pictures. The overall lack of attention to detail and sanitation standards during COVID-19 was concerning. I hope for better experiences in the future as a loyal customer.

On December 11th, my fiance and I tried to rent a car at Oakland Airport. I made the reservation over the phone using my bank debit card. When we arrived, we were informed that debit cards were not accepted. Despite this, my debit card was charged $74.08. I need a full refund for this amount. My name is James Molter, and the debit card used ends in [redacted] from Chase Bank. Thank you, James Molter.

I need assistance in refunding a reservation deposit with Hertz. My reservation number is J[redacted]. We mistakenly booked a car rental at the wrong airport, assuming it was at Ft. Myers / Punta Gorda airport. Upon arrival, we realized our error as there was no Hertz counter at that airport. Being late at night, there was no one available at Hertz customer service to assist us. It was unexpected to encounter a $[redacted] cancellation fee, a policy I had not experienced with Hertz or its competitors before. We deposited $[redacted].61 with the understanding it would not be charged if we were unable to utilize their services due to circumstances like this. As we couldn't pick up the car and couldn't reach a Hertz representative, I am requesting a refund of my deposit. Thank you for your help.