Hertz Car Rental Problems

I’ve been a Hertz #1 Club Gold member since forever. There was a time that the GPS system was state of the art, but now my Palm has a better mapping system. It seems that Hurtz is the lesser of evils as far as car rental companies go.

So… explain again why it is you keep giving these guys more of your money?

I used Hertz once (Chicago) and they were adequate. They didn’t have the car I requested and gave me an upgrade, although the service was rude.

My last several rentals have been through Thrifty, where I have yet to have a bad experience.

A thousand Ethiopians weep for you.. :(

I have never had a problem with Hertz. They have always worked well for me and I have had very good customer service. Sorry you haven’t had better luck. I look forward to your future posts.

All your problems - it just breaka my heart.

Perhaps you should have been born in Africa or Iraq and then you’d have something worthy of a complaint.

Hertz Car Rental Problems

As a midsize vehicle, Hertz’s website offers up the Chevrolet Classic as an example. “What’s a Classic?â€�? you ask. Well, it’s a GM fleet car styled like the Malibu before that model’s recent redesign. Bluntly speaking, it’s a dog of a car, which GM no longer manufactures and for good reason.

Digging deeper into Hertz’s website, you’ll find that they’re touting both the Classic and the Toyota Corolla as their midsize vehicles while showing the Ford Fusion as the pictured example. Hmmm… If you’d prefer a 2-door standard size car, you’ll get – according to the website – a Pontiac Grand Am or Oldsmobile Alero… Uh, hello. Both the Grand Am and the Alero no longer exist. Oldsmobile is no longer in business, for crying out loud!

If a Hertz representative reads this please e-mail me.

On june 15, 2006 my wife reserved a car in Trento Italy, for September 23 , 2006 and confirmed by Hertz. On the evening September 22 , 2006, while we were in Innsbruck Austria, I received a call from the Hertz representative advising me that my reservations, for the next day, were canceled because there were no cars available. However, if we got to Bolzano, Italy by 12:00 noon on September 23, 2006, we could pick up a car. My wife and I changed our train agenda and had to took a 15 euro taxi ride to arrive in Bolzano at the airport. Upon arrival 11:45 AM we found the Hertz company closed. The sign in the window stated the office was open from 8 AM - 12:30 PM. I asked a neighboring rental car company when the representative left and was told she left 20 minutes ago (11:25 AM). Thank GOD Europcar was open and we did get a car but the cost was much more than we were quoted from Hertz.
We called the Hertz representative about our problem and we were told “they are independant contractors using the Hertz name”. What a shame. We expected that Hertz would stand behind their name and reputation. Please e-mail me for more information.

Original post: Hertz Car Rental Problems by at Google Blog Search: hertz car rental Blog tag: Hertz car rental Technorati tag: Hertz car rental Pages: Start Tag: hertz+car+rental

This is my one and only experience with Hertz. I will never rent from them and I will go out of my way to make sure my family and friends do not rent from them. Their customer service is among the worst I have ever seen, especially at the Albuquerque, NM airport rental office. When I called the National Office to complain about the service, they said they didn’t have any control over the local offices! What is the point of having a toll-rree national number?? They quoted me one price and then didn’t have the vehicle, so the price doubled. I could even understand that with the holidays, but don’t allow me to make a reservation for one price and then double it. Or if that is the only option, they could’ve at least been courteous to me instead of being RUDE. That is all I can say about their customer service - RUDE.

I have been renting from Hertz weekly for the past 5 years. I have nearly 50 people that work for me renting from Hertz. I rented a car in Phoenix, AZ and wanted to return it to Las Vegas NV. The vehicle actually has Navada plates. I called the regular number to change drop loctions and talked to Lacy (6865). She was rude and condescending and unwilling to provide contact innformation for a supervisor. I made calls to every number that I had and talked to Lorie, Brian, Nancy and Stephany. Stephany was the only person that I talked to that seamed to care. The company has become so big that for the most part they just don’t care about the customers experience. I’m still trying to decide if I should mandate a change in rental car companies to my employees. Is this an anomaly or has this been the experience of others?

To whom it concerns, if anyone at Hertz really cares,

I am writing this e-mail to voice my disgust with Hertz and your obvious inability to hire trustworthy employees.

On May 21st 2007, I not only rented, but I upgraded my rental from Hertz Denver International Airport location, to an H2 Hummer.

I returned the H2 to Hertz Denver International Airport location on May 23rd 2007 @ 16:33. At 17:25 I called from the Airport terminal to ask if someone had found the brand new (bought on May 12, 2007) GARMIN nuvi 350 GPS unit I had accidentally left in the vehicle. No one found it then and to date it has not been found.

Simply, one or more of the Hertz employees @ the Denver International Airport location removed (STOLE) the GPS unit. The unit was still plugged into the cigarette lighter, so at the very least someone had to unplug it to clean the vehicle.

The Hertz (Denver Location) Manager, Ben Smith and Hertz customer relations (Maggie) informed me that I was out of luck. To bad for me because I left my GPS in the vehicle, and by the way hadn’t left it in the vehicle for more than 1 hour before calling, asking someone to go unplug it and mail it to me at my expense…. .. That’s what Hertz calls customer service??

That is absolutely pathetic, 1) that Hertz treats its customers this way, and 2) not only do you steal a customer’s $500 GPS unit, you say to bad for you….

Well I can assure, (and I’m sure at this point you don’t care) that I, nor any of my 140+ employees will ever rent another car from Hertz. And by the way I / my Company spends over $60,000 a year on car rentals…..

We will gladly share my story with all of your competitors, the news Media, and any blogs related to Car Rental Companies….

Well well well, so called car rental company, called H (HUGE - Does not move) E (engineered) R (ripping off) T (total rip off) Z (Zero Tolorence for customer be aware) HERTZ. The most idot company ever in the market for business and I have seen other companies in another countries and in US where they try to climb up the ladder of competetion to gain customer reputation not complaints like our famous HERTZ does… and that is why they have named their membership program GOLD becuase to make customers GOLD IDOTS. (not to make fun of one since i am one…). the GOLD RIPPING OFF COMPANY IN THE WORLD….HERTZ.! what else can i say since they dont want to give me credit that i have paid them some money. for their great fleet of Chevy’s HHRs…with XM (upgrade) Radio Digital and AD-FREE….!!! the worst vechile i have ever been in one… which slides in a 45 degree angle if drove more than 20 miles ( yes 20 ) in a condition where a GEO METRO has better traction than this vechile….!

well what can i expect from a dollar stored rental company and dollar worth car…with 300 dollars worth of XM….

If you really think Hertz is bad, try renting for Dollar, Thrifty or Enterprise (the true king of horrible rental experiences). Most of their cars are even older and more outdated than Hertz. Hertz at least tries to keep a stock of newer vehicles.

It’s not Hertz’s fault that your enough of an idiot to rent an HHR and expect it to drive like a BMW. If you wanted something nicer, SPEND MORE MONEY and upgrade. You ordered the cheapest car to drive, so suck it up or throw out more cash.

For those of you who encountered an employee who was rude or were told something (like cab fair reimbursement) would happen and then diddnt… you have a legitamite complaint. If your a stock owner (I am), you should know that Mark Frissora (CEO) has done TONS of stuff to make this company super-customer service oriented. I would recommend calling your local Hertz offices and getting your customer service problems looked at.

This company is on the way up, unlike the other rental car companies which are moving down, quickly.

So… you accidently left a $500 GPS system lying in your rental car? And your assuming that an employee stole it? Come on. I’m not going to trash you here, but if your enough of a fool to do that…. Not to mention that there are millions of people that go in and out of a major airport at all times, it could have easily been picked up by someone besides a Hertz employee. If it was your company and some idiot claimed he left some $500 GPS system in a car… what would you do? Also, often times these cars get turned around and rerented in a matter of minutes. Pick up your fancy GPS system and have some personal accountability.

All of you sappy crybabies is the reason I quit Hertz. $85k a year as an assistant manager wasn’t enough to put up with all of your self-centered complaints. If you don’t like the way an economy car handles, don’t reserve one. If you leave your personal property in your rental car, there is no one to blame except for yourself. (I never had any employee in the three years that I worked for the company steal anything from the lost and found) You think that because you are a Gold Member that you are the king of the universe?? Helloooo anyone can pay the $40 a year to be a gold member. It’s that simple, and FYI, only airport locations have gold booths. if you are renting from a suburban or downtown location, known as an HLE, you have to wait in line like everyone else. GET USED TO IT!!! It’s life! As for getting a specific car or the cars shown as examples? Each city only has so many cars in it’s fleet that is shared with the entire area and airport. For example, say city X has a major airport and 20 HLE’s. There are about 5000 cars in city X’s fleet. and there are only so many corollas, camry’s, taurses, or whatever. once that car is out, it goes to the next car in the class(there are anywhere from 5-12 cars per class) And nowhere, I do mean nowhere does it say that you can reserve a specific make or model (for the ONLY exception of major airports in Southern Cali, and Fla, only for the Higest level of Gold or the Platnium service. And Platinum is the only service that can reserve a specific car. And I just want all you self-centered idiots out there to know, that the reps that you are dealing with at non airport locations are not stupid, rude imbicils, they are college graduates. A bachelor’s is required for the job. Maybe we all seemed rude, because we didn’t sit throug 4 years of college to listen to you all complain, yell, and harass us for things that are out of our control. You are all the reason I can’t stand stupid people, or people in general. I hate you all!!

I made arrangements through my local AAA to rent a car from Hertz in Las Vegas. With 2 grandchildren (taking them to Grand Canyon), a husband in a wheelchair and 8 pieces of luggage including medical equipment, I was in no position to quibble or even read the lengthly contract. I was told by AAA about $150 for week (I figured $300-400 with extras), but got taken for $760.00. and I only drove 530 miles. I had to upgrade from sedan to suv to hold luggage which was ok. But!! concession fee recovery $60, vehicle licensing cost recovery $14, fac fee + tax $31, 15 3/4% tax $63, Insurance (even tho I’m heavily insured employee said Nev. is no fault and I will have to personally pay if involved in accident, etc.) $180. and worst, prepay for full tank of gas $70, and hidden in agreement is statement that no credit given for gas left in tank. Anyone ever return a car on fumes??? That is totally fraudulant and none of this was explained prior to agreement. Needless to say I learned some lessons, i.e., asking about additional costs and don’t prepay for gas, but I was equally taken back with the total disinterest of Hertz employee. If I didn’t have so much to contend with at the time, I would have gone to any of the other 10 dealers and I’m sure would have received better service overall. I’ve rented autos in the past (even been upgraded without additional cost) and never had this much to question. Rest assured, I’ll never rent from Hertz again, nor will friends, family or business associates. Those who love Hertz may blame me for not questioning sooner, but let’s hope you never walk in my shoes.

Hertz rental in Seatac airport wasted our time and set our vacation off on a note of rage this month. We usually book online and go with the lowest cost, but this trip we tried Hertz because we had a long drive and a check-in deadline to meet. We thought paying top dollar would get us out of the airport faster. Instead, we were subjected to a non-stop, high pressure up-sell. 10 to 12 customers at the Avis counter next to us were given cars and sent on their way while we were told our reserved Ford Escape was not available. Then we were offered a convertible, then a Hummer, then the convertible again, then a giant pick-up truck! Then we were promised a Kia as the Escape substitute, waited 10 minutes for it, then were told it was not available either! The counter guy was also astoundingly rude–at the point where he was promoting the giant Titian truck, he held his hand up to my face in the “talk to the hand” gesture and turned to my husband and said, “Now I talk only to you.” Worst service anywhere, ever!!!

August 2007 -Vacation in Philadelphia, PA

We waited over an hour to find Hertz did not have the class car we had requested- enter upsale! We were given a Charger (parked in front of the building). While my husband returned a phone call someone drove off with our car. We couldn’t pay someone to care, enter Prussia (the so called manager). She removed the upsale and made it appear she had done us a great favor. She went out into the lot, gave us a Hyundai (a no class car) which was so dirty she turned the driver’s side mat over. What a treat. We are finished with Hertz. I really don’t know why someone would go to the trouble to reserve a car they will never have. I tried to find a corporate address to write to register this complaint. There is no such place. What a surprise! These people are criminals…

If your rental car gets stolen while in France, don’t count on getting correct information (or concern) from Hertz employees. Their response was to tell me to report it to the police. However, one can not report something stolen that one does not own. This simple fact caused 5 extra days charges to be billed to my credit card until I finally got someone to listen to me and respond correctly. Tons of phone calls, wasted time, frustration and anxiety over liability issues…just the beginning. I’m still fighting with them over the charges! Anyone else have a similar story to share? For the record U.S. corporate address:
Mr. Mark P. Frissora
CEO & Chairman of the Board
Hertz Worldwide Headquarters
225 Brae Boulevard
Park Ridge, NJ 07656

Plus, their rates are exorbitantly high. I paid less for a Mercedes E class from Sixt than a Ford. Hard lesson to learn. Hope this helps someone.

I had my first experience in the car rental nightmare starting November this year. Never rented a car before, so I guess I had certain expectations completely out of place.

I arrived at Laguardia airport and decided at last minute to rent a car instead of taking a cab to the little town in the nearby Connecticut because I was told it was cheaper and I was very short of cash.

It was not with Hertz, but Budget. I managed to arrive to my hotel, but it was a kind of scary experience, and I found myself sweting of thinking of driving back to NY alone without navigation or telephone. I called them to see if there where another place I could drop off the car closer to where I was. I never thougth that to change the place 20 miles would make such a big difference in a nationwide (and even more) company.

I don’t know if it is too much to ask… but hey! a car is for moving and things happen.

What was revolting was the customer service policy. There is not such a thing as a customer service rep rude, if you find someone rude is because the system allows it. So it all comes back to the company policy.

At the end, the 3 days rental cost me $500. And I cancelled my credit card in case they wanted to keep on milking this little cow.

I have some nasty experiences of hertz. Couple times they tried to charge extra from me with bogus “car repair bills”. All of the claimed damages were that type, which could be spotted on return check. And now they tried to charge extra with bogus penalty fee, which was dated on that time when car was lying on parking hall (i had that receipt, so it was very easy to check).
Now I am going to give Hertz very hard time, because they have violated laws…

nothing has changed from Aug 2006 to Feb 2008 in regards to their website.

I also had to re-edit the form before submitting it. When I arrived at JFK as a #1 Gold Club Member, they did not show me as a member at all. When I walked up to the counter, the agent accused me of not using the Web form properly - and accused the six people behind me of the same offense. (they also did not have their name on the outside board.) The agent said that it happens “All the time”- most people use the website incorrectly. Sorry that grumpy “you are why i quit Hertz” worked for a company that offers a program that they do not fix when problems are reoccurring year after year. Fix it and move on. Who cares if you pay $1 for the membership - you take my money you better follow thru.

I was in a rental car accident. I was stopped on 95 in Miami and
a hispanic woman hit me at 45-50 mph. (everyone else was stopped, but she was too busy drinking or talking on the phone??) So Martha plows into me and starts to bleed because she is driving an older model Chrysler Sebring pos. I am in a Prius and feel fortunate to escape with my life.
Hertz takes FOREVER to call AAA to tow my car away.
I am shakey, dizzy and in shock and have to help fill out a police report at the Hertz return counter in Miami.
I rented the car in West Palm Beach and they still think I am out driving it and having grand ol’ time.
Obviously Hertz Miami doesn’t communicate with Hertz West Palm Beach.
I called the 800#. They said - oh, talk to billing.
Billing said — “Oh no, you were in an accident” talk to claims.
I call claims and get a fairly reasonable person who tries to call Miami. She only gets voice mails. No one ever picks up the phone unless you are giving them money.

So I call West Palm Beach and somehow get another call center. They say — call West Palm Beach. I am way past
angry and raging like a crazed animal. I ask them to call West Palm Beach. So they do - they get a sort of live human.
WHO DOESN’T SPEAK ENGLISH as her native language.
She only hears the word, “tow, and accident”. I am insulting her and she says for me to call West Palm Beach on Monday and speak to her supervisor. So I call the voice mail today– Saturday and leave 2 messages. I feel like killing the stupid
Haylee in a storm of fury that I only reserve for complete and stupid mean people.
I was so glad to see the main address for Hertz online.
I am sending a long involved letter with plenty of complaints.

Ironically, the company that I work for has a Hertz Account rep.
(who also doesn’t work on week-ends)
i still do not have a closed out receipt for this.
Did I mention I wasn’t at fault for any of this?? This one completely asleep a$$hole decides rear end me in Miami.
Lucky me.

I go absolutely insane when car accidents are caused by drinking over your limit. Don’t they think about the other drivers on the road? It’s just so unfair to have to take a life because of having a good time.
Some even tend to think, “Aag, another drink won’t get me drunk,” but one too many is always too much.

I go absolutely insane when car accidents are caused by drinking over your limit. Don’t they think about the other drivers on the road? It’s just so unfair to have to take a life because of having a good time.
Some even tend to think, “Aag, another drink won’t get me drunk,” but one too many is always too much.

i was chargd for a car rental that i never used because of a medical emergency, i notified the company and followed their rules, yet they still charged me. it was a hertz rental. please help me solve this problem. thank you

Sacramento, Ca 16th street location WILL steal any items left in the truck of the car. I am not really surprised since when I went into the location to rent the car it looked very much like the Greyhound station. Other clients didn’t seem to have all nessasery paperwork to rent a car but were able to anyway. The staff was also very interesting to watch as well, O well I hope the coat keeps them warm since Hertz will not be getting any more of my money EVER!

Barbara, there is an easy way to get you money back and that is to call your credit card company and explain the situation. They will then do a charge back on the amount and refund the money to your credit card.

We hear of many stories like this not just about hertz but other companies as well. This is one reason why using a broker like ourselves is a good idea, because we can call our account managers and get the situation resolved quicker.

With the amount of business we send them they don’t usually argue, when you do it your a single client and they think ok, with us they could potentially loose a large volume of daily rentals.

Hope this helps you Barbara

Funny stories, everyone posting. I always travel to Montreal, Canada often and when I need a car rental in Montreal, I reserve online with Globe Car Rental. They give me a free G.P.S., yes Free no questions asked. Apparently, they offer this deal on all their rentals. I have checked other companies and they are by far the cheapest. Their cars are clean, I last got a Nissan Pathfinder, it was awesome. You can look them up http://www.globecar.ca when you need a car in Montreal. They will pick you up in no time.

On February 15th we returned a car to the Phoenix airport.
That evening when we returned, we realized that we had left a camera in the front seat compartment. We tried in vain for seven days to try to reach someone to report the loss. It is now March 9th, We received a letter saying they would check it. So far it has only been one frustrating day after another. Unable to reach anyone on the phone, unable to get any satisfaction regarding this matter
We are waiting to hear if it has been found or not.
I think the phone system needs to be more responsive to customers needs.

I think you have misunderstood the concept of the gold membership; The contract you sign upon picking up the car is personal - As is your gold membership, as it serves as a template for contract. Therefore it can only seem natural that two names(as they have different driver’s license numbers, credit card info, etc.) can not coexist on the same membership.

Avoid Hertz, especially in the UK!

I made reservations for a Hertz rental station wagon five months in advance of a recent two week family vacation to the UK, however, Hertz did not have a car available on the day of my arrival at London Heathrow. I even paid for the car five months in advance. When I questioned them how such a thing could happen, the official answer was, “We don’t guarantee cars will always be available.” I also noticed that well over 20 or so people were upset and waiting in the Hertz rental counter area waiting for cars which they had also reserved in advance.

Another Hertz incident worth sharing is that Hertz refused to respond to a call for rental car replacement or repair when the car broke down on a country road.

My advice is:
1. Do not pay in advance.
2. Make reservations with several car rental companies since none of them seem to be able to manage their reservation systems and only offer an insincere apology when their customers are left without cars. This is especially true in the UK.