“I had pre booked a car at Birmingham airport and went to the Hertz desk there to pick it up. They checked their address system but could not find me on i and so they refused to let me have the car. Apparently they use a system from Experian which does not recognise my address. I happen to live in the Highlands of Scotland and have done for a considerable time. The agents at the Hertz desk were not at all helpful and just kept saying that I could not have the car I had already paid for. This was despite the fact that I had my passport, driving licence and had a DVLA code for them to check my licence. I was therefore stuck in Birmingham airport and had to ask my son to drive over 50 miles to collect me. Other car rental firms would hire me a car but the cost as a 'walk up' was ridiculous (350+).
It is clear that the Experian system that Hertz use is incorrect and I would therefore advise anyone to avoid hiring a car with them.”
“Having looked at the reviews before purchasing the service I should have been wiser. Advice DO NOT USE THIS COMPANY, these complaints are not just one off experiences. They make their money by thinking you are getting a good deal and then charge you for super cover insurance without your knowledge and then claim you have signed to say it was accepted when there was no discussion or reasoning. They also stated an extra driver could be added no extra cost and low and behold have charged for this. We already had full insurance and did not need any super cover and would not have accepted these changers. This was also done to another couple within the group. Their trust pilot is full of people complaining of the same issue. They acknowledge and say they want to make sure this never happens again. Yet this has happened to me and others from the group. I’m out of pocket to the tune of £216 plus the additional charge for another driver after it being said there was no extra charge. You’re scamming your customers out of hundreds of pounds. The customer service replies are shocking and I’ll be complaining to the financial ombudsman to process my complaint and protect other people against getting scammed.”
“Frankly dishonest at the Hertz Marble Arch location in London. Was blatantly lied to (by a Manager, no less) regarding the one-way fee assessment. I was deciding whether to return the car to Marble Arch itself, or to my point of ultimate departure, London City Airport, a mere 2.4 miles away. The manager Manpreet assured me that the fee to be assessed would be a mere ten pounds, and that I should ignore the 166.66 pound fee that was quoted. When I questioned her as to whether that was really true, and shouldn't I trust what was in black and white before me, she actually acted offended and assured me multiple times that she would personally see to it that I was charged only ten pounds. I foolishly took her at her word. Well, as you might imagine, that was all simply a lie. For the grand "privilege" of dropping the car a mere two miles from where it was rented, I was charged an additional 211 dollars. All told, my 38 hour rental was more than 700 dollars.
Additionally, the car class I reserved was not available, and they were deceptive as to the up charge for a different car (She offered an "automatic car at no additional charge," but when I said no thanks, I prefer ma manual, she did not clarify that the manual *would* incur an up-charge--it's on me for not checking that, but poor customer service in any event).
When I called to ask about the manager's misrepresentations, I was treated rudely and condescendingly by staff.
A miserable rip-off of an experience. Avoid at all costs.”
“Rented a car and when I took it, no one even bothered to show me around to show ne any damages. When I return it, they told me that I scratch one if their alloy wheel.The scratch is very tiny and non noticeable and it has been there since I took the car. It is very unfair for charging specially when everyone is struggling at the minute with increase cost of living. I took a video when I started to rent the car but if course apparently they can’t see anything on it!
Charging me £450!!!! Disgusting.. no one makes money from stealing..the lady was so arrogant as well! Dont waste your time with them!”
“AVOID! Awful Customer Service!
I rented a car from Hertz at a location in Richmond Hill, Ontario, Canada for a total of 9 weeks.
The car broke down during the rental period and I had to take it to a local garage for a temporary repair.
I took the car back to Hertz at the same location to exchange for another car when I returned to Richmond Hill.
I swapped for a replacement car to carry on with the rental agreement.
My credit card was debited the full amount half way before the rental period finished which was unusual. Then the same amount was taken out from my card the day after I returned the replacement car. I was told I would be given an invoice the day I finished the hire but that never came.
I was effectively charged twice for the same rental transaction of the 9 weeks.
Customer Service in Hertz is disgraceful!
The staff at the hire location made no attempt to help me.
The manager there simply gave me their customer billing telephone number for me to file a complaint.
The customer Service and billing information telephone numbers are constantly blocked.
Many attempts later I got through to the billing department and I had to press the person to give me a case reference for the complaint as she was unwilling to comply.
Eventually I was given partial refunds rather than a full refund. I was over 700 Canadian Dollars out of pocket. I pursued this matter further by email with their customer service but no explanation and reason was given why this amount is retained. They simply said that there will be no further refund.
I was made to feel that it was a favour they had done to have let me swap the car for a replacement and that I was able to make use of the car which I paid rent for.
They never refunded me the cost of the repair although I did give them the invoice from the garage. Or have they apologised for the inconvenience of the break down and the aggro the whole thing has caused me.
So you have been warned.”
“Twice used and twice had trouble with deposit refunds. First time we were told our deposit was being taken because of missing accessories even though there were no accessories to start with, as we were still in London we ended up going into a branch and when they couldn't figure it out they escalated it and we got our refund back. This time they said our deposit would be refunded upon return of the car but 2 months later no refund, the bank hasn't receieved any payment from them and Hertz won't return emails. They also gave us false information about a fuel deposit we were told we were required to pay and would be refunded which they now say was optional and won't be refunding it. In disbelief that such a big company does this and don't understand how a company that does this to customers is still up and running.”
