Hertz reviews

Hertz reviews

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1.3
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AWFUL!!! Avoid at all cost!

RE: Booking Reference - G1253441356

I made the booking on the 23/02/14 for 1x van to be collected from the Bedford branch. On the day of the booking I received an email from the Bedford branch saying that there were no vans available and the booking had been cancelled. No attempt was made to find an alternative.

I then decided to phone Hertz Gold Plus Rewards (who I made the booking through), I spoke to a man called Damian (ext. 6241) who said he would look into this for me.

About 1 hour later Damian called me back (call received at 14:14 on the 28/02/14) and he told me the same thing, that there were no vans available at the Bedford branch, when I asked about other branches he told me there were no vans in the whole of the UK! I asked if there were any cars available, he told me again that there were no cars in the whole of the UK! Which I found hard to believe. I asked him one more time, are there any cars or vans at a local branch, e.g. Cambridge. He said he would check one more time and again he said there were no cars or vans available for collection at the Cambridge branch (at this point he was becoming a bit angry with me).

After finishing the call with Damian I decided to try and call the Cambridge branch to double check, as I could not believe there were no vehicles available in Cambridge / the UK. The lady on the phone confirmed there were both cars and vans available in Cambridge, however, there would be a minimum 3 day rental. When I explained the story to the girl on the phone she said she would put me on hold, however, she decided she would put the phone down on me instead!

I then asked to speak to a manager, i was told that i would need to wait 48 hours for a call back, again this is not acceptable, however, in the end i said yes to this. It is now over a month later and i have still not received a call from any one at Hertz. I also sent an email to their customer service email address and again, nobody has answered!

In my opinion, if I have made the booking with Hertz, then Hertz should do everything in their power to resolve the issue. If it was a case of calling around other branches in the area then that’s not too much to ask. It would seem that Hertz didn’t want to offer me a 1 day rental on a van from Cambridge, so decided to tell / lie to me there was no stock available. I receive numerous letters from Hertz telling me about their 5 star service as part of their Gold Plus Rewards, i wouldn’t even rate them 1 star if i could help it!
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The worst car rental experience ever

I don't know where to start. From picking up the car to payment, it has all been lies, an awful customer service. We rented four cars at Manchester airport through a broker; initially Hertz wanted us to pay an additional fee (never agree to this), although ours had been fully paid. Then they denied that we had paid for a full insurance coverage (despite it being written on our contract with the broker). It took us 1h30 and several calls to finally get the car. Bringing them back was the same hassle with extremely rude staff making up a scratch on one car. We eventually agreed to pay 70 pounds for it (because we would otherwise have missed our plane), only to discover that we had been charged 232 pounds. Other cars were returned without problems and with full tanks, but we were nonetheless charged extra. HERTZ is an absolute disgrace, Hertz at Manchester Airport are the worst car rental ever. Spread the word.
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Not a good service that is expected from a brand

use car hires rarely but this time it was urgent considering my international flight. the car arrived later than the scheduled time it was not in very good condition then i was overcharged and when i spoke to them not a good customer service received. I chose it as it is one of the most popular name but believe i would think twice next time.
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Bait and Switch

My adult daughter and I went to Marrakech on vacation and inasmuch as two women travelling and driving alone was unusual to start with, we decided to rent from Hertz as a known establishment rather than from a local rental agency. Again, because we had not driven in Morocco before and the driving was challenging (to say the least, with vehicles of all types coming from every direction!) we decided to pay the extra for insurance.
When we returned our car we found a slight dent on the hood which must have happened when we were not there, but we returned the car and were reassured that the insurance would cover the cost of the repair. My daughter received a bill on her credit card for the amount on our contract ($400+) and once paid, she threw away the documentation.
The next month she received a credit of paying the $400+ but then a new charge of $740+ which amounted to the rental, the insurance, AND the deposit which should have been returned once we paid the initial bill. Luckily she froze payment until this was worked out because the story gets darker.
After numerous calls to the customer service people at Hertz (and a wild goose chase to a phony UK customer serve e-mail which never responded) I was told that the Marrakech Hertz office is not really Hertz, but in fact an independent rental agency, licensed to use the name.. Hertz said they had no records of their billing and could not help me and I would have to work out the billing question by long distance telephone with the phony Hertz rental agency in Marrakech. Wish me luck on that!
Can you think of a more classic Bait and Switch? They lure you into renting a car with an established global agency when in fact it isn't Hertz at all! I am frankly shocked that this is even legal, but two things are for certain - never again will I be tricked into renting a car from what passes for Hertz, and the bill for $740+ will never be paid. The phony Hertz company can try to bill the $400+ we initially paid again, but they will have to bear the burden of forcing us to pay.
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WE WOULD RATHER WALK!!!!!

Hired a car from hertz at Gerona airport, no one to escort us to the car as we have had previously when hiring from other companies. Dodgy looking character by the customer service desk as we picked up the keys so my husband put his wallet in his bag rather than his pocket. Found the car, unlocked it and put our bags in the boot. A man came close to us gabbling in Spanish and pointing to the car something about an accident! We shrugged our shoulders said we didn't understand, then his phone rang and he just turned and walked away, we got in the car and drove to our destination, only to find on getting there that my husbands bag was missing from the boot. A very well organised gang and when we reported this to hertz they said they knew all about them and could actually tell us how they operated! We questioned the fact that they should warn customers about this scam but they would take no responsibility for customer safety at all. We were disgusted! It ruined our holiday and we would NEVER EVER USE THEM AGAIN
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Neverlost ha ha - always lost!

This is the first time I have chosen Hertz for a number of years. Part of the reason for not using them since was the dated GPS system.
However this time as I was due to arrive at JFK but leave at La Guardia, Hertz were the only company who could support me at the time.
Arrive at JFK. Attendant at the desk was very friendly. However I think I was ripped off. Had ordered an economy vehicle but when I asked for GPS system I was upgraded to SUV. I assumed this worked out equivalent to Economy + G.PS. Insurance and breakdown options were not offered or explained,
The SUV was lovely but totally impractical for New York driving. In fact I think I was charged more to park with SUV than normal economy car.
So to the GPS system called NeverLost. This has not altered in the 3 or 4 years since previously hiring a Hertz vehicle. It is dated in its operation compared to Garmin. Driving across New York during rush hour I missed a few of the recommended junctions. Garmin would simply "re calculate". NeverLost turned off and rebooted and when ready had not even saved the address. Travelling on my own this was less than ideal. I ended up using GoogleMaps on my phone which being on a UK tariff meant I had to pay extra for Data transfer.
To be fair to Hertz on my return and reporting the problem they did take off the cost of Gps system.
I would have preferred a working system from the start though. I will avoid Hertz again in the future. Alamo is my usual choice in USA and I will continue to use them as much as possible.
Zedbiker
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Worse than useless.

Turned up at York station expecting to collect a hire car that I'd booked a month before. They promptly informed me that they had no cars to hire, with no explanation as to why they hadn't bothered to contact me earlier to let me know. To add insult to injury, rather than quickly and courteously refunding me the prepaid hire charge, they charged me extra a few days later on the credit card I'd used. Beyond belief. Heading for the small claims court....
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Third time in a row being ripped off by Hertz, stupid me!

When our flight home was cancelled and we had to return from another airport I called Hertz to change the return location for our car. In addition to being on hold for 1/2 hr, they then tried to EXTORT an additional $500 for changing the return location! Multiple phone calls later, I am giving up trying to resolve this and will dispute the charges through my credit card carrier. On my last two rentals, Hertz up charged me on the return at the airport. Both times the up charges were not listed on my original agreement and were for items that were included in my rental, per my reservation agreement. The charges, both times, were for additional hundreds of dollars. No wonder they are rated as the worst of the worst! I will walk before I ever rent from Hertz again. Being a # 1 Club member is meaningless to them; they have no interest in customer satisfaction.
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Hertz are a complete rip off! Hire from somewhere else!!

I am totally disgusted with Hertz car hire from Manchester Airport.
The car was fine but my complaint is all about the pricing....

The price listed on the web site for a 10 day hire was competitive which is why I went with them. What they do not tell you is that:
1. The excess is £900!! Not the usual £500 from the majority of car hire companies.
2. When they quote you a price, in person, to add another driver, they do not tell you that VAT is then added to the price. You only find that out when they debit your card
3. Even if you return the car full of petrol, they will still debit your card with extortionate amounts of money to cover what they say was needed to 'fill the car up'. Not only do they charge this without any comeback, they will charge VAT on top of the price of fuel, even though VAT is already included in the pump price!
I was charged £29.61 extra for 9.49 litres of fuel that was supposedly needed, even though the car was full on return (that equates to £3.12 per litre!)
Do yourselves a favour - Hertz may appear like a competitive price to begin with but they have to make their money somehow, and they do this by ripping people off.
Never, ever, ever again will I rent from Hertz.
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AOID AVOID AVOID

After returning my Toyota( cat d car ) back to Brisbane airport all seemed well until a fortnight later they had taken over two thousand dollars out of my account and with out any reason why or any contact what so ever. I am now not far from overdrawn and I'm still trying to get to the bottom of the problem but no one seems to know ! I will now move over to Avis iv never had any problems in the past .. They should not be allowed to just take money without ant reason or warning.... AWFUL
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Never ever again, ripped off for the third time (and I am a Gold customer)

I reserved a C class car from LeedsBradford Airport UK (Ford Focus) for luggage space and engine - previous experience suggested it would be ideal. The website said "Reserve this car". I prepaid on internet - revenue assurance for Hertz so they make it a bit cheaper - 6 days.
Car I was given on arrival was not as expected, they gave me a Nissan Juke - no luggage space, underpowered. Said it was an upgrade! I walked to the far side of the airport to pick it up. Massive bit of damage not noted on the sheet, so I walked back again to report, walked back again to drive it away - fuel not full.
Useless car. I daren't park it anywhere as I had to have the backseat down to get luggage in.
I returned two days early absolutely full of fuel.
Darren the 'supervisor' was totally patronising. More concerned about the negative feedback for his branch than resolving my issue. I did not get a rebate for the early return nor any credit for the fuel I put in but had not had the benefit of on collection.
Previously .hertz have left me waiting for cars for over an hour, despite reservations and supposed Gold service. They have sent me off without damage paperwork only to try to claim damage charges from me when I returned the car in exactly the state I took it. Don't get caught. Shop around and always go elsewhere,
Total shambles.
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Worst Car Rental Company In America!!!

If you're ever even entertaining the idea of renting a car from Hertz, I recommend without any reservations that you change your mind immediately!! If they treat you like they did me ( And I don't believe I'm an exception. ), they will give you the worst possible car for the conditions under which you'll be driving, they won't want to hear the truth when and if they call and ask you if you like your car, they'll tell you repeatedly that they'll "Get right back to you" when you're talking to them and then never call you back, when and if you do get to talk to them about your dislike of the car they gave you, they'll be snotty and snippy, and last, but certainly not least, they'll give you the most cursory introduction to the car they're "lending" you ( I had to look on the Internet to find out how to open the gas tank cover. ). In short, I wouldn't recommend this car rental company to my worst enemy. They are the absolute worst company in terms of customer service and vehicles I've ever known.

The one I used was located on Burnett Ave. in Syracuse, NY. The Manager's name is Rachel. To avoid using a stronger expletive, let me just say she is a Grade A Witch who obviously cares nothing about pleasing her customers. Also, she seems to have a strong aversion to hearing and telling the truth. Finally, to avoid receiving a negative review she will not send you a receipt and survey if she knows you're unhappy with her. It was only by chance that I stumbled across this opportunity to express my views about her, her co-workers, and her lousy company.

WHATEVER YOU DO, DON'T USE HERTZ. YOU WILL BE SORRY IF YOU DO!!!!!!!
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They discriminated against us and ruined our wedding

Dont rent from this company. They completely screwed us over for our wedding day. We reserved a Porsche Cayenne for our wedding. We get to the counter with ALL documents they ask for and they say, 'no, you can't take the car'. You need a passport, we had local government issued ID cards as per Hertz own request via email "RENTER MUST SHOW PASSPORT OR ID CARD". We had 2 driving licenses with us, 2 ID cards and 2 credit cards as we were asked to do.

We then said, ok no problem we go home to get passports as it was only 15 minutes. The woman behind the counter says sorry we now cancel your booking because it will be late. We explained again that it is for wedding and they say "ok, you can have a small car, no problem, the Porsche is special". Ok, seems to us that every time we had an answer this woman invented a new reason not to give us a car.

We ask why our ID cards are ok for small car but not for the car we ordered and had bought all the info, cards, etc for. We can only assume this arrogant middle class woman behind the counter either was discriminating against us because of our nationalities or because of the fact that she thought we were not good enough to have a Porsche on our wedding. Which is kind of ironic as the Bentley rental people were very nice to us. Joke is ultimately on Hertz as we take our money elsewhere.
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Will never ever use it again.. i will better walk

Started from ~500 USD per week (and thats was in my original order). At the end i paid ~1400 USD for some small car... Cheaters.. I can't find another word. I paid for all mistakes made by lazy and unqualified Hertz employees. But worst thing is not the fact of mistake.. worst thing that Hertz customer service is absolutely useless and ignorant. They simply disappear and not willing to answer any of exact questions i still have. Like: what exactly means "upgrade" for 160 USD.. (which i never asked and never got)

None of my questions or complaints were answered by Hertz. Not sure why they need humans at the customer service. Answers they gave can be made by auto answering machine.

As stated in subject i will better stay home, instead of dealing with Hertz company in future. I hope many people find it similar soon..
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AVOID AVOID AVOID!!

Sent this to Hertz (customerservices@hertz.ie) in July 13. Still waiting!!!

My family and I recently rented a car from you for the purpose of a family holiday as per reference above. My father - 81, mother - 67, who has many illnesses and travelled with assistance with Ryanair, my sister and myself.
We collected the car from your depot at Kerry airport, we loaded our cases in and got the sat-nav ready to go, only it did not work. I reported this to the gentlemen in the office, we do not usually fly to Kerry so were worried we might get lost. Rather than give us a new vehicle, we were told to 'drive up the road' to Murphy's garage. Not being from the area, and with no sat-nav due to a fault in your vehicle, we were quite bemused by the directions so in the end the gentleman from your office drove up there with us following. The mechanic at the garage eventually put a new fuse in, he did however not move particularly quickly and our deadline for getting where we were going was getting closer. I did ask Tom, the mechanic, whether replacing the fuse would work as in my experience, if a fuse has gone there is usually an underlying problem with the vehicle. He assured us that this would be fine so car fixed, we started on our journey with the sat-nav working. 30 minutes down the road the sat-nav went off, the fuse had gone, again. We managed, somehow, to find our way back to the airport, when we left the first time we were given a free pass card for the airport barrier, of course, we did not have one this time so my sister used her credit card. I went and found the gentlemen that had taken us to the garage and explained that the car had broken again, as we said it would, and could we have another car. He did oblige, but it did take a further 20 minutes, I moved my 2 elderly parents to the second car, and then the 6 suitcases, we were asked how we got back in to the car park, my sister informed them that we used a credit card, they gave us a paper card, that is free to get out.
We did not get stressed or complain to the man about the goings on that day as he was trying to do his job, albeit rather slowly and with poor judgement, and we like to treat people how we would wish to be treated. However, on our return to the UK we have noticed that there is a bill on my sister's credit card for parking at the airport, something that we did not do. The value that was charged to the card was £72.75 (85.90 Euro). We have this charge on the credit card due to a member of Hertz staff advising to use, and providing us with, another paper card pass.
I cannot seem to find your complaints procedure anywhere online, please take this email as a formal complaint, we should like a reply within 7 days, otherwise we will take the matter further. We are very disgruntled that not only were we 2 hours late to an appointment which was due to the negligence of your staff and the faults of your cars but now we have been charged by the airport car park also. We would be grateful if this charge could be reimbursed, preferably in the form of a cheque.
We look forward to hearing from you in due course.

We would advise you to think before you book and choose another provider!!!!!!!!!
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Terrible Customer Service

The car was fine - all dented and dinged but then it was Italy we hired the car in !! - but it was the incorrect billing and the subsequent customer service we had problems with. It took 2 months to get them to send me the correct bill and that involved numerous e-mails and being hung up on when I called and asked to speak to a supervisor. Painfully slow customer service - their automated reply system took 6 days to even acknowledge I had sent them an e-mail ! - and their is no complaint procedure. Try typing 'complaint' or anything remotely similar into the Hertz website and you will find nothing. It seems like they don't want people to complain. Unfortunately, they aren't perfect...in fact they are nowhere near. They need to improve their act hugely before they will get my business again.
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Avoid unless you have no choice.

Usual story of claiming damage to the windscreen was not present before.
However, even the damage they claimed did not justify a replacement of a full screen (under 2mm no charge; >2 mm repair; > £1 coin replace).
Pointed this out to them and have photos to prove it.
I would have had to pay £330.00 had it not been for general insurance cover.

So use them if you have no choice and take out the fullest cover you can (unless like me you have other insurance).
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Avoid....

After several failed attempts to even get a response from Hertz customer service, I decided to add my bit to the series of Hertz complaints.

Honestly, I gave up on them and will never rent Hertz again. I just want to make this public hoping to contribute to preventing similar abuses by this company.

So here is the story.

I hired the car for use on our family holiday in Scotland. I picked it up at Glasgow International Airport on August 2 and returned it on August 23.

The person checking the car on my return said she found two damages on the car; scratches on the side surface of the front left tire and a small chip near the center bottom of the windscreen. She said the tire need to be replaced and the windscreen chip could be fixed.

Seeing how small and harmless the scratches are on the tire, I objected and told her it would not need replacing and such scratches should be considered normal wear and tear of rentals. She said they could not rent it like that and everything must be in "perfect condition" (her exact words.)

I wanted to see her supervisor. She phoned the supervisor up and she came down.

She checked the tire and the windscreen and concurred with her junior colleague that the tire needs replacing. But now, she said the windscreen needed to be replaced as well. When I objected to that, she said the chip was "spidering" and when it becomes like that they need to replace it.

Now, finding myself even in a worse situation than before, I got quite distressed and I tried to argue that the damages are not that severe but it seemed to go nowhere. I was beginning to get nervous about missing our flight. Then the supervisor suggested to have second opinion about the damages and contact me with result. I gave her my contact number and email address and left the Hertz office, rushing off to catch our flight.

A few hours later, I got an email from her. She said the tire did not need replacing and was ok to rent as it was with no damage charges on me. But the windscreen needed to be replaced because the chip is too close to the thermal border along the bottom of the screen.

All this seems like rather random attemts at ripping off whatever they can from customers. One person says it's the tyres, other says tyres are ok but I need to pay for the windscreen.

I tried to contact Hertz several times since then both my email and through their web contact forms. With no result. After three attempts someone emailed me to say that they had no records of my previous contacts and asked my the details. I sent the details. Again, total silence.

That'll definitely be the last time I rent from Hertz.
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Liars

Booked on-line on the UK web site for a car in South Africa only to find the terms and conditions on the web site were different to the ones I would have to sign in South Africa.

Rang and cancelled and got a refund less £30 fee. Complained as they can't, by law, change the terms after the contract was agreed. Was promised a refund but it never came.

Complained again and was promised a refund and guess what? It never came.
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zero rating, can we have minus ratings -5. still awaiting cash back from insurance claim over 12 months ago.

I arrived at Luton UK, the car was late (they knew what time my flight was arriving!) then the car turned up dirty, "sorry we've not had time to clean it"
Would you like our fully comp insurance? £15 a day extra. I booked on line and took them to be a reputable company, I trusted that the on line price quoted would be fully comp.
I was advised that there would be a £650 excess for any damage if I didn't take the cover. I declined the extra cover.
I had an accident, the car was parked up unattended and someone crashed into it, I got all their details.
When I returned the car to Hertz they took £650 from my card, "I would get it back as it was not my fault". All the necessary details were given.
12 months later I am still waiting for my money back, shocking service.
I will never use a hire car company again.

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Hertz Details

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Book car hire direct with Hertz. Online discounts and check-in. 8000 locations UK, Europe and worldwide.

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