Hertz

I had to make an emergency trip to Las Vegas today because my mother is dying and could die any day. I managed to get a plane less than two hours before departure to fly across the country. During the flight, I frantically searched for a rental car, which turned out to be very expensive in Las Vegas. I finally booked a reservation with Dollar Rent-A-Car with a guaranteed pick-up time at noon. To get a better price, I had to rent a car outside the airport, which was on my way to see my mother.

When I arrived at 1815 E. Sahara Avenue, Las Vegas, NV via Lyft, we couldn't find Dollar Rent-A-Car as the only signs on the building said Hertz. We quadruple-checked the address on my confirmation, and it matched Hertz Rent-A-Car. We even drove around the building to see if there was another entrance for Dollar Rent-A-Car. I had to walk up the stairs to get to the counter, which was difficult as I am disabled and use a cane. The building is not accessible and requires people to walk upstairs, violating the Americans with Disabilities Act.

I found a lobby full of angry people who had also been guaranteed cars but were also told none were available. I had to go back to the Lyft driver to get my baggage and then lug my heavy belongings up the inaccessible stairs. Another kind customer helped me carry them up because she saw I walk with a cane.

When it was my turn to speak with the woman at the counter, she was rude and inconsiderate. She told me there were no cars to rent and I'd have to wait with everyone else for hours, if not until tomorrow. Other customers kindly offered to let me go ahead of them given my situation, but she didn't care that my mother was dying.

I demanded to speak with the supervisor. Shortly after, she barked at me to see if I had spoken with the manager. I said no because I didn't know where he was, and she said, "well he's right here" - he had already walked into the room without letting anyone know. His name is Thomas. He didn't care that my mother was dying and that I needed to see her immediately. He was extraordinarily rude and nasty, telling me to *** that I was trespassing, and that he was calling the police. Never in my life have I encountered someone so vile as Thomas.

I called the number on the reservation from Dollar Rent-A-Car only to find it was someone in a third-world country who worked for Hertz Rent-A-Car. Although she was somewhat polite, I demanded to speak with a manager, but she couldn't reach one and said a manager would contact me tomorrow. I told her that if my mother died before I could see her, I'd sue them. I still have not spoken with that manager.

I ended up taking another Lyft back to the airport to rent another car.

The manager at the Hertz place should be fired. What kind of person tells a customer with a confirmed reservation, whose mother could die at any moment, to ***

I demand full reimbursement for my Lyft expenses, a full written apology from Dollar Rent-A-Car and Hertz Rent-A-Car, and most importantly, that Thomas be fired immediately.

I will also file formal ADA complaints for the violations at the Hertz facility and post this all over the Internet. Hertz should be put out of business.

As demonstrated by the attachments below, Hertz Car Rental Budapest operates a well-orchestrated process of fraud (supported by the supervisor Réka Jankovich) in an attempt to charge innocent, foreign customers for damages they never caused.

1) They do not provide a car rental contract upon the pick-up of the car at the airport.

2) They do not provide a clear damage overview concerning the car's status upon its pick-up.

3) They store their cars in a lot with little to zero lighting, preventing renters from seeing any existing scratches or damages.

4) Upon return during normal working hours, they do not have personnel present to certify the car's condition.

5) As you hurry to catch your flight home, they take photos of a scratched part of the car.

6) They charge your credit card immediately for a ridiculous amount of money (450 Euro for a minor bump scratch).

7) They send you an email claiming that you damaged the car. This comes AFTER they charge you the extra money and without consulting you to verify if you indeed caused the minor damage.

This type of fraud and robbery is most common in underdeveloped countries and local car rentals. Who knew that even Hertz could allow this, and that the Budapest personnel receive a commission based on this practice?

Stay alert and take many photos and videos when you travel to these countries and when you rent with the deceitful Hertz. It would be even better to choose a more reputable provider, avoiding Hertz altogether.

Proof is attached.

Please transfer me 800 Euros (corresponding to 2 hours of work) to the following bank details:

Giannotta Andrea

Number: 540795****

IBAN: DE505001****540795****

BIC Code: INGDDEFF

BLZ: 5001****

Please include the following reference details: Hertz Rental - 76644**** - Invoice 14 Sept 2024.

Dr. Giannotta

I took a car from the Hertz Shawnee location in Kansas City on October 21st. On October 23rd, one of the tires got flat. I took it back to the Shawnee Hertz location, and the manager was extremely rude to me. I don't know why. They gave me a voucher to exchange the flat tire, which cost 110 dollars. The Shawnee location manager deducted the full amount (110 dollars) from my credit card, but it's not my responsibility for a flat tire. Additionally, in just one day, the car's tire got flat again. I hadn't even driven 30 miles that day. I noticed that the manager was rude to each and every customer. My humble advice is to change the Shawnee location manager for the better growth of Hertz's services.

Thanks,

My rating for that manager is a 5 out of 100.

He was very rude.

I arrived at your EWN (New Bern, NC) location yesterday in the late afternoon to pick up a car I had reserved until Friday, November 1st. I only drove the car about 5 miles to my daughter's house and parked it overnight.

My parked, unoccupied car was hit by a school bus. I notified the rental agency immediately and said I would bring the car in along with the police report. I took the car in and the representative, Celeste, said because there is now an open claim, she cannot rent me a car. I was stranded at the airport without a ride and unable to reserve a car for my vacation.

I called Hertz customer service and was told because it is a franchise I would need to call the location I had just returned from. I am a Hertz loyalty member and this customer experience is unacceptable and I expected better from Hertz. I didn't even have the car for 24 hours and was charged for a full day. I had to call Uber to pick me up.

I'm on vacation with no car through no fault of my own. I will certainly think twice before reserving from Hertz again.

My wife noticed that there were several instances of overcharging that occurred with Hertz, so we were careful to take pictures of our return with timestamps. I'm so glad we did.

I will begin by saying that Hertz intentionally does not provide a direct path to dispute charges by speaking to an individual. One must call for a new reservation and be transferred to a live agent, then ask for a warm transfer so you won't be left in the normal queue that has no solution. Finally, we were charged for an extra day because they didn't process our return for two hours beyond our drop-off.

I suggest anyone who wishes to avoid this issue should have a live person complete the transaction in real time. You cannot trust them to do so otherwise.

I arrived to pick up a car at Newark International Airport, and the service lady claimed that my credit card was not approved. I gave her four credit cards, all of which were functioning correctly.

She continued to claim that I had issues with the credit company. I was forced to step aside and make an international call to my bank and to the local MasterCard company, holding them on the line for two hours for nothing, as the problem was with Hertz's systems! There were two ladies. Both were super aggressive and not helpful.

They didn't solve the problems. I repeatedly asked for a solution and they ignored me and humiliated me, which felt intentional. I was delayed for three hours until the shift changed.

The new manager arrived, took my credit card, and released me with my car in less than a minute! I cannot imagine what their purpose was in delaying me like that after an eleven-hour flight, for an additional humiliation of three hours for nothing!

All I have been trying to do is to point out to Hertz that their Customer Support Page comes up more or less blank, apart from a line at the top that says: "Contact Us & Frequently Asked Questions | Hertz"

There's also an invitation to sign up to their Gold Rewards plus scheme. I've looked at this, and it involves giving up so much confidential information before you even start, that I just gave up.

Would I be granted grand access to customer support if I signed up? I really cannot be ***

So, the big question: is it really impossible to access customer support if you are simply a customer?

Strange way to run a business!

March 30, 2024

To Someone Who Would Care at Hertz:

I would like to first say that myself, my husband and almost all the people at the 1000 employee firm use Hertz and love it. However, for me, I had a very unhappy experience this week with your company that I need to share. I do not normally do this, but it even cut my trip short, and I had to pay the hotel for that day that I did not stay ($182.00).

I always reserve a car or small SUV gas and being 5 feet 0 inches, I try to find one that I will be able to ride in comfortably for my safety and others. Hertz has always been able to accommodate me on this except for this time, for me my first time from *** truly it ruined my time with my family.

I specifically, as my norm, reserved a Full-Size (gas) Sedan (which is out of my norm, but it stated it was a Malibu or similar) and the price was reasonable. My confirmation number was K761249**** in Philadelphia, coming from Colorado and picking up March 26 and retuning March 30th. I always pre-pay for my gas on my return so I do not have to worry about it. My family lives in South Jersey by the shore and that is where I was headed. I picked up the car around 5:30 pm. It was the worst car I have driven as it was an electric Chevy Volt.

When I arrived on Tuesday, March 30th there were only 3 cars on the lot and 3 of us on the bus all Gold members and the only cars left were electric. Now, I have never, ever driven an electric vehicle and did not even realize it was electric until I got to the gate to check out. The gentleman at the gate is the one who informed me that it was electric, told me a little bit about what to do. I was very nervous because I do not think that area of South Jersey may not have many or any charging stations available, so he gave me a sheet with a QR code to scan for areas to go to charge, but it kept bringing up Orlando, so it honestly did me no good. Then I asked well how far I can go with this car and he looked in and he said they must not have charged it as it read 50 so I assumed 50 miles, that was not going to make it to where I was headed and it did not.

I had to get out of Philly and try to find some place at night and I was in a panic as I had absolutely no idea what to do. I finally found a place that had all Tesla chargers (which I learned from a nice gentleman that they only charge Teslas) but he directed me to another area that could prob charge my car. This place I was able to use my credit card and I was now down to 25 and it told me it would take an hour to get to 80%. AN HOUR, at night in the middle of nowhere and not 100% sure what the *** I was doing. Being from Jersey I was blessed that the others around me were so nice to help, as I expected.

The car was an absolute disaster, I did not even drive far when I got to my families area just back and forth to houses close by but it made me so uncomfortable that I decided I would leave a day earlier and had to change my flight and then was told I could not get a refund on the last day at the hotel, but because it was not an easy area to find charging stations I felt it was better to do it that way then to try and stick it out with this car.

The morning, I decided to return, Friday the night before I looked for places to charge the car as again, it was down to 22 and found one at a Toyota Dealership nearby. I (ignorantly) thought it would be like the other charging station, but I was completely wrong. First off there was only one charger and it took two different types of cars (had no clue). But on this charging station, I could not use a credit card, it took me an hour to try to download some app for this ChargePoint just in order to charge this car. It took me over an hour to figure how to deal with this app, I got there at 9am it was now 10am, my flight was at 2:30. The flight that I had to change to an earlier day because I could not handle using this vehicle any longer. I got the charger in, finally, sat in the car and it said it would be 80% charged in an hour and 55 minutes!!! Honestly?? Honestly?? 2 hours to get to 80%. Now I am really in a panic. I stopped it when it read 129 thinking that should at least get me to Philly, hopefully, as it is only about 65 miles. When I arrived, I did not think it was proper, nor did I have the time, to go over all of this with the gentleman that took my car. I just told him I prepaid for GAS and this car does not take gas and he said well you are only getting charged $15 MORE than my prepay for gas. And I am like WTH? I got it with only charged at 50 I brought it back charged at about 50 and I should be happy that I prepaid for gas because it is only going to cost me $15 more. I mentioned my situation about getting this car and he recommended that I do not arrive on a Saturday, Sunday, or Monday as those are the hardest days with cars well 1) I came in on a Tuesday and two I Never wanted an electric vehicle. I felt like I was in a bad Seinfeld episode where you know how to take a reservation, you just do not know how to keep a reservation.

I was so irate by the time I got home after thinking about all of this for 4.5 hours on my flight and an hour driving home and now still very upset that I had to write and call to tell you how miserable this car from your company that I did not reserve caused me to change my plane ticket, cost me to pay for a room for one night that I could no longer use, afraid and not wanting to drive anywhere and if I did find a place it would take 2 hours of my time to not even reach 100% of something, plus the cost is not as cheap as people think it is and honestly I was so naïve I did not even realize I had to pay for electricity!

Now what? Well I do not know, maybe you can help explain to me what you believe is fair for all of the cost, inconvenience and time with my family this has caused me when I never wanted an electric vehicle.

This is not who I am, I am not a person that complains and if I do it is usually to myself but this trip was a disaster and honestly it is all I can think about and had to tell you (& others) about it.

Reservation Summary

Confirmation number: K761249****

Vehicle class

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Fullsize

Chevrolet Malibu or similar

Itinerary

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Philadelphia International Airport

Mar 26 | 5:00 pm

Mar 30 | 11:30 am

Add-ons

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Skip the Pump and Save Time

Payment Information

Total is due upon rental return.

Total

$412.81

Price DetailsTotal does not include any additional items you may select at the location or any costs arising from the rental (such as damage, fuel, or road traffic charges). For renters under the age of 25, additional charges may apply, and are payable at the location.

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Location Details

Philadelphia International Airport

1 Arrivals Road

Philadelphia, Pennsylvania, 19153

no noNo nMy experience started at san antonio airport we rented a truck a couple of months ahead was promised a truck it was our 39 anniversary .we got there in the morning showed the people the picture of the rental agreement they said i had to pay more for it even though it said payed in full with taxes from hertz website i was charged doubled taxes what could i do but pay it they had me the people where very rude so i had to pay had reservations lady told me either pay or we will cancel reservation so i paid extra went to get truck it was a work truck it was dirty inside and out went back to tell them of condition of truck they told me thats all they had when i could see a lot of trucks there so i decided to just go because i wasn't getting nowhere went to my sons car to get my wofe trying not to show my disappointment she got in and the truck floor was dirty the dash was dirty we decided we would just go could not understand why this was happening started our trip we had saved real hard for we started driving toward houston truck started shaking steering wheel was shaking real bad so my wife called hertz where they took our information and where told to find a place to exchange truck so we went to Houston where we were went out of our way to airport to exchange truck they said just come on in we went in to exchange truck they had one when we where about to get truck i was asked for drivers license i said sure could not find it never without it remember finally that the lady in san antonio hertz to go out asked me for license to check out of airport she never gave it back to me so i asked if they could call san antonio tx airport they said no and i could not drive the truck out i said what my world was crashing had reservation and now was not gona make it my wife who is a type 1 diabetic has a heart stent was so distressed you could look at both of us how distress we where mo help from hertz at all called my son to go get my license well we did not know what to do then they said they could cancell our agreement and rent us the truck again under my wife name i said i dont want to rent it again wont be same price he said yes it will finally my wife said ok we where sent to lady mind you our dinner reservation was cancelled we where already late being waiting at herts for 5 to 6 hours lady makes new reservation we are thinking maybe everything going better no she comes out with a ridiculous number of q800 we said no the manger said it would stay the same another headache for us at this time im real stress my blood pressure threw the roof im a disabled veterane .my wife is crying finally the manger fixed it after waiting 3 more hours our hotel reservation was cancelled our little special ocassion where cancelled my wife was sick from all the stress late on our trip lost out on deposits would like some help with this situation. Will be calling bbb and putting exerywhere i can if i dont get no reply have been a gold member for a long time never had gone threw this...

I entered the hertz car rental agency at phoenix international airport, I was then instructed by Tanya to reserve a rental online to receive the best pricing options. After I reserved the rental, I was instructed to work with Dan to receive pricing for auto insurance to travel into Mexico.

My initial quote for the rental was $705.11, Dan pulled up my reservation and began to add the rates for adding auto insurance to travel into Mexico, along with the additional damage coverage. I requested not to add the fuel refill charge, as I would refill the vehicle upon return. He drafted the quote and presented it to me. It totaled approximately $1,554 for 6 days.

I then noticed he included the fuel refill charge, and I pointed out that I specifically requested not to add the fuel refill option, and he rambled on about how he would remove it. I explained the quote was not within my budget and I no longer wanted to accept the agreement. Furthermore, I asked Dan to cancel the reservation, and I then left the business and researched other options. On 4/2/24 my credit card was charged $82.89 for a no show fee.

Which was shocking since I had cancelled the reservation at the counter immediately after placing the reservation and learning the cost was outside my budgeted expenses. I am dissatisfied with the lack of professionalism of the hertz representatives, Dan and Ramiro. I spoke with them upon my return from Mexico in hopes to resolve the issue, and was treated as if my concerns were unimportant. They provided me the customer relations/billing # 1-80*-***-**** which I attempted to call to resolve my issue.

I made several attempts to reach a representative on multiple occasions to no avail. This is completely disheartening because I had severe medical treatment performed and their lack of care made my experience more than unpleasant considering the state of my health.

I rented a car and paid in full through Hertz.com in early August of this year for a car rental at the Spokane, WA airport. When I arrived at the counter, the representative (Brad) told me I was on a Hertz 'do not rent to' list and gave me the customer service phone number to call.

He said there was nothing he could do to help me. After calling the customer service line on 8/18, I was told my ID had been used fraudulently by another individual and that a refund for the amount of my rental car would be issued. I called again on 8/19 and was told that the refund had not been processed, so they entered the refund again. Now, nearly 3 weeks later, I am still waiting on the refund.

I was told it would take 7 - 10 business days. Besides, I have had to call various times and then directed to email or to submit forms online not just to the billing department but also to the 'do not rent to' department and the fraud department at Hertz. The customer service is absolutely terrible.

Calling them on the phone is almost worthless, the wait time and the lack of concern from each associate I had contact with was surprising. I also asked to speak to a supervisor a few times and was told that that was not possible.