Worse company ever.
They charged me £86 for a 1cm scratch on the wheel that I did not do it.
£30 for administrative cost, £50 for 1cm scratch on the wheel that I did not do it and £6 for VAT.
Customer service is the worse at Hertz, usually they are polish guy that do not like to work and try to steal money in any way (at least here in Cambridge UK).
Europcar and Enterprise car are much better and their customer service is impeccable.
It is better to pay £1 more and use Europcar and Enterprise car instead Hertz.
I booked a mini van online on 29 April to be collected on 30th. I read through the small prints and noticed that the driver has to have the license for at least a year. Not being sure of what it means and whether I qualify for a rental, I decided to call Hertz at 11:45 on 29th April to clarify since I hold a British license which was issued less than a year ago. I spoke with a member of staff at Hertz reservation who referred me to another member in the branch. At 11:48 I spoke with a staff who called himself Boris. I explained to Boris that I have been driving for the last 12 years and I held an international licenseuntil august 2012. I have driven occasionally in the UK for the last six years and have had a car since 2011. Although my british license is less than a year old I have had other licenses before and asked to confirm if I could get a van. Boris confirmed that they should be fine with the license and I can come and collect the van tomorrow.
On the 30th when I came to collect the car I was told that they cannot give me the van. The manager insisted that the terms and condition clearly states at least a year of UK driving experience and my previous licenses were irrelevant. I tried to point out that the way contracting works is the most recent clause of agreement takes precedence over former clauses that may contradict the recent agreement. Another way to look at it was the 1 year diving license was ambiguous in my circumstances and the clarification of the 1 year experience was provided by Hertz staff member on the phone. It is the definition that is more important than the term. The manager refused to help or/and issue a refund and sent me to call the head office. I call Hertz reservation at 0958 and spoke with them for 35 minutes while outside Hertz office. The senior customer relation manager spoke with the branch manager but did not offer anything different. He refused to connect me to a more senior manager and he declined to get them to call me at a convenient time for them. The only thing He could do was to issue a refund and that was the final word.
I believe Hertz staff in charge of providing such clarification should be knowledgeable. Furthermore, an internal procedure should exist that aims to channel communication with the customer and ensures the staff at the branch offers what was agreed with the customer.
Worst car rental experience ever. This will be my last with Hertz, the hurts.
I picked up a FORD Escape on 04/13/2013. At return on 04/15/2013, before I know how much I would be charged for 1/8 tank of the fuel, a receipt was handed to me. I was charged $35.07!
I requested to talk to somebody. After several minutes, Mr. Brian Dibiagio (the location manager) walked to me, no greetings, no hello, no hi. It seemed that he came to me pre-angry. He was more upset than me for some unknown reason.
Mr. Dibiagio: What is wrong?
Me: Can I drive out to fill the tank?
Mr. Dibiagio: No. The sale is closed and I cannot do anything about it.
My daughter (Tina): That much could fill the whole tank! (We juist did that morning for $34)
Mr. Dibiagio to my daughter: Who rented? Did you rent?
Me: No, I did.
Mr. Dibiagio to my daughter: Then do not talk. Respect me.
Me to my daughter: Tina, let me talk.
Me to Mr. Dibiagio: Can you do anything about it? This is unreasonable.
Mr. Dibiagio: I am not willing to adjust. (while staring at me straight and his eyeballs were about to roll out. It seemed that he was ready to physically beat me up, until I turned away.)
Me: How many gallons I am paying for?
Mr. Dibiagio: a quarter tank.
Me: How many gallons?
Mr. Dibiagio: a quarter tank.
Me: How many gallons?
Mr. Dibiagio: more than three.
Me: How many? Three, four, ten?
Mr. Dibiagio: Maybe 3.5. I am not willing to adjust.
Me: Can I call somebody?
Mr. Dibiagio: (pointing to the contract) call the billing department.
During the whole conversation, I felt his anger. He was so hostile as if I made him angry! He changed from "not able to do anything" to "not willing to adjust".
He was unbelievably rude to my daughter and me. He could took that opportunity educate or explain the charge, I did not even ask him to adjust. Instead he confronted me like gang on the street. On the flight home, my daughter was so upset and she even asked if it was her to make me lose the chance to get the charge adjusted.
My partner and i rented a car from Hertz at Knock Airport, Ireland, we were tricked in to paying for super cover, the car was completely unacceptable and they took far more money than we agreed to pay! This company is unreliable and unprofessional and we will never ever be using them again
Please avoid the hertz car hire sale.i booked a car with them at what I thought was a good price.i collected the car and half way through rental I checked my credit card to find they had taken over a third of the rental cost again saying it was to pay for a shortfall.i have e-mailed about 30 times but they have not replied.their current sale is a scam ,avoid at all cost.
Terrible customer experience. Hertz claimed that damage had been done to the car by me, when it clearly had not. They then said that the repair charge would be £300, for a scratch so tiny, that the ordinary human eye would have trouble noticing it. The root cause of this was that Hertz took over an hour to process my booking at Liverpool airport, which meant that I was late, and unable to check the car thoroughly prior to departure, but thought it would be OK, as I did not realize I would be dealing with such unscrupulous characters. They made me sign the form before I had even seen the car! I firmly believe that this scratch was on the car before my rental period commenced, and that this is a disgraceful attempt to screw an innocent customer out of several hundred pounds.
I asked for common sense to be applied, but this fell on deaf ears initially. I will continue to ask until those misappropriated funds are returned. I regularly hire cars for work and pleasure, but will never use Hertz again unless this is agreeably resolved, and will seek to ensure that colleagues, friends, and family avoid also.
Here's what i have just written to Hertz.....
Went to collect a pre-ordered car at Stansted airport. Wish i hadn't nowv!!!
Firstly, as i TRIED to explain to the guy, i was not able to order a much needed GPS at the time of booking . I asked for a GPS, but was told that there weren't any left.
I was therefore FORCED,(because i REALLY needed one) to upgrade my car choice to one with a built in GPS which i was not happy about because of the extra cost of the vehicle and fuel consumption.
When i collected the car, i was told that there were FIVE gps's available anyway !!!!
So, i have been forced to upgrade my car, and ay for a GPS that i didn't need, as there was already one built into the car.
After a very long, and annoying 1/2 hour with the guy at the service desk, who seemed like he just didn't give a shit, we finally got it sorted. Until i looked at the bill.
Firstly, i have paid for FULL insurance, which i never ordered. Location service charge of 23.00 was added. No idea what that was for??
My original internet transaction of 92.00 somehow became 204.00
I am of course VERY dissatisfied with all this. I was cheated into paying for a GPS, not informed that i was charged unnecessarily for insurance, and the whole thing from start to finish was a total nightmare.
Subsequently, myself and my business partner were late for our meeting in Grimsby.
We made it clear to everybody at the meeting that it was Hertz, who were to blame.
I have rented cars at Stansted for the last 15 years, and never had a problem, they've all been perfect.
Having flown with Ryanair, i felt that it would be easier to just book the car with the flight.
NEVER, EVER AGAIN.
My first experience with this company was quiete shocking. When I arrived to their office I realiyed that I could get the car for the same price only if I want it without insurance. Seriously who would hire a car without insurance? So, of course I needed to pay than I booked the car. Except this everything was fine but is not a good attitude for a big company!
They do not take Debit Card and to drive the car must own a Visa card they should inform people better about this, but otherwise it was a pleasure to use Hertz.
just dont think you should ordre it through rentalcars.com as they seem not to inform about the additional costs that will be placed on top of the price when you go to pickup the car.
Book cars well in advance and on many many occasions. Most of the time they don't have the car. Have offered an upgrade to a "minibus" on one occasion and on another had no car at all. Not to mention the attitude of the desk jockey's. One time went to France where upon I had to leave an 800 euro deposit, after taking out insurance????
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